Introduction
Feedback entity lets customers
write feedback for any entity record or rate entity records within a defined
rating range.
This feature was introduced in CRM Online 2016 Update 1 and CRM
2016 Service Pack 1 (on-premises).
When Would This be Useful?
The best way to show how Feedback is useful is to use an example.
In the service scenario, you can enable
feedback or ratings on the Case entity to receive feedback on the support
experience the customer received. When several customers are rating a record,
the ratings can be consolidated for each record through a custom rollup field.
In a sales scenario, you can enable
the Product entity for feedback to get users' feedback on the products you
sell.
Enable Feedback
Note: Once enabled,
the feedback cannot be disabled on an entity.
By default, feedback is enabled for
the Knowledge Article entity and the rollup field that stores the rating is
added to knowledge article form.
1.
Make sure that you have the System Administrator or
System Customizer security role or equivalent permissions.
2.
Open solution explorer.
3.
Under Components, expand Entities,
and then select the entity you want to enable feedback for.
4.
Under Communication & Collaboration, select
the Feedback check
box.
5.
Publish your customizations:
o To
publish customizations for only the component you are currently editing, on the
nav bar or in the navigation pane, select the entity you have been working on,
and then select Publish.
After you enable an entity for feedback, a regarding
relationship is created between the entity and the Feedback entity.
Add a subgrid for feedback on the entity
form
By default, users must go to the list of associated
records of the record you want to add feedback to. To make it easier for users
to add feedback, you may want to add a feedback subgrid to the form of the
entity you are enabling feedback for.
1.
Make sure that you have the System Administrator or
System Customizer security role or equivalent permissions.
2.
Open solution explorer.
3.
Under Components,
expand Entities,
and then expand the entity you've enabled for feedback.
4.
Select Forms.
5.
Open the form of type Main or Main
- Interactive experience.
6.
Select the section you want to insert the subgrid
in, and on the Insert tab, in the Control group, select Sub-Grid.
7.
In the Set Properties dialog box, fill in the name
and label for the subgrid.
8.
In the Data Source section, select the information:
o Records.
Select Only Related Records.
o Entity.
Select Feedback (Regarding).
o Default
View. Select a default view for the list.
9.
Publish your customizations:
o To
publish customizations for only the component you are currently editing, on the
nav bar or in the navigation pane, select the entity you have been working on,
and then select Publish.
How to Use the Feedback
Entity
The Feedback entity stores the following information:
·
Feedback title
·
Feedback comments
·
Feedback rating. You can also define a range
for ratings by specifying a minimum and maximum (numerical) value for ratings.
For example, a rating of 4 on the scale of 1-5.
·
Normalized rating for feedback that is
automatically calculated to show the specified user rating scaled to a value
between 0 and 1 based on the minimum and maximum rating values.
·
Feedback status such as Open or Closed
·
Feedback source to display the source from
where the feedback was submitted. If the feedback was created from within
Customer Engagement (on-premises), the value is set to Internal. Developers can
add a value of their choice depending on the application used to provide
feedback.
·
User who created or last modified the feedback
record
·
Entity record that the feedback is associated
with
The
feedback entity will be useful for organizations who want to provide feedback
on specific entities and entity records, it allows them to collect feedback
from contacts and display the data in a neat fashion.
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