Introduction
Microsoft Dynamics 365 Customer Voice includes email functionality, providing survey makers and marketers with the ability to send personalized email messages to an email address or recipient from Outlook, Dynamics 365, or by importing recipients from a CSV file. You can customize a survey with a corporate theme by using images, colors, fonts, and logos, providing brand recognition for the respondent who is completing the survey. However, if the received email doesn't show any type of similar branding, a disconnect could appear between the email and the survey, which could result in the recipient ignoring the email or believing it to be spam.
To keep the experience consistent, you can customize email templates to fit in with the overall customer journey. Each email template is created and owned by a user, but it can be shared across other surveys. You can also import templates from other surveys, if necessary. The template can include images, changes to fonts, and the ability to add variables so that you can create a personalized email template to send to recipients.
Different projects contain surveys with different standard email templates. Each template contains slightly different wording in the main body and has a different salutation, depending on the purpose of the template.
An email template consists of several components, some of which are required. Other components might improve the overall appearance and help make the email clear and concise. Consider the following elements when you're creating email templates.
| Component | Required | Details |
|---|---|---|
| Subject | Yes | The survey invitation must have a subject; it's required on any email template that is created. As with any type of email, survey invitations with a subject are more likely to be responded to. |
| Survey link | Yes | A link to the survey is required. This link can be in the form of a direct link, or it can be with an image and by using [[SurveyLink]] in the URL link. When the email invitation is sent, a personalized link is generated for each survey recipient to allow tracking of the survey responses that are received. |
| Unsubscribe link | Yes | The unsubscribe link must be included in the email template. This link allows the recipient of the email to unsubscribe from receiving more requests to take surveys that are sent from Dynamics 365 Customer Voice (based on the environment that they're sent from). |
| Variables | No | Variables can be used to show personalized information such as first name or last name. You can use these variables when you're sending directly from Dynamics 365 Customer Voice. Other variables must be used in conjunction with a flow in Microsoft Power Automate to pull information, such as company name, case title, and so on. |
| Logo | No | If an image has been added to the survey, it will be added to the top of the survey template by default. You can remove it if it's not required, but it can help with brand recognition. |
| Images | No | Images can be added to other areas of the email template and used in social media profile links, headers, or further brand recognition. |
With some planning and modifications, a marketer can create a full library of email templates that are ready and available for a survey creator to select from. Keeping the branding consistent with the rest of an organization's methods of communication can help encourage a higher rate of survey responses and feedback.