Dynamics Voice of the Customer (VoC) Deprecation - Azzure IT
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Dynamics Voice of the Customer (VoC) Deprecation

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This impacts only customers who are using the Voice of the Customer solution for Dynamics 365 apps.

Putting your customers at the heart of your digital strategy, as part of being a customer-centric organisation, has been a critical success factor (CSF) for many business operating in industries where consumers are more invested in the products and services delivered.

It’s clear that giving customers a voice is key for surviving in these fast-paced markets, to enable you to set your priorities, determine customer expectations, and retain a competitive advantage.

So the Microsoft announcement which came, as a bundle of ‘important changes‘ included as part of its updates to their Dynamics 365 Customer Engagement suite, earlier this summer might have come as a bit of a shock to some, but do not despair as the future is not bleak.

Firstly lets’ just clarify what ‘Deprecated‘ means – it’s Microsoft intention to remove the feature from a future major release of Dynamics 365. The feature will continue to work and is fully supported until it is officially removed. This deprecation notification can span a few years, in this case until July 2020, and after removal the feature will no longer work. These notification are made so users have sufficient time to plan.

What does this mean in usability terms?

Existing Dynamics 365 customers who use the Voice of the Customer solution will still be able to create and distribute surveys as well as collect survey responses for a period of 12 months, up until 1st July 2020.

After this date, the Voice of the Customer solution will be removed from all Dynamics 365 tenants. This means that the ability to create new surveys and collect responses from existing surveys will be made unavailable. However, customers will still have access to their historic survey data, so don’t panic!

Why has this been announced and what can you do?

Microsoft is continually developing the Dynamics Customer Engagement suite, with enhanced features and improved integration. So it’s not surprising that this announcement has come on the back of their release of a superior replacement: Microsoft Forms Pro. Forms Pro will provide seamless integration for surveys within Microsoft Business Applications, including Dynamics 365 and Office 365.

Forms pro will be made available to customers with one of the following Dynamics 365 Enterprise apps:

  • Sales
  • Customer Service
  • Field Service
  • Marketing
  • Talent
  • Projects Service Automation

Microsoft are advising all customers to start using Forms Pro and take the appropriate action to recreate any Voice of the Customer surveys using Forms Pro in advance of 1st July 2020.

Need help or have questions?

Azzure has the in-house experience and capability to assist solution users in making the transition from VoC to Forms Pro. If you’re an exisiting Azzure customer, contact your account manager for more information.

CONTACT

Azzure IT
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t. 0345 467 9950
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