Use the Feedback entity to manage feedback and ratings for Dynamics 365 records

Dynamics CRM 2016
 

Updated: November 29, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

Improve your products and services by enabling users to provide feedback and ratings for entity records in Microsoft Dynamics 365. For example, you can enable feedbacks and ratings for the Product entity to know user's feedback on the products you sell, or on the Incident (case) entity to understand and improve the quality of your customer support team.

You can enable feedback and rating for both system and custom entities in Dynamics 365. By default, the KnowledgeArticle entity is enabled for feedback and ratings. Use the new Feedback entity to programmatically create and manage feedback for entity records.

System_CAPS_noteNote

This feature was introduced in CRM Online 2016 Update 1 and CRM 2016 Service Pack 1 (on-premises).

To programmatically enable feedback for a:

Once you have enabled an entity for feedback and rating, you can't disable it. After you enable an entity for feedback, a regarding relationship is created between the entity and the Feedback entity.

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You can also use the customization tools in Dynamics 365 to enable feedback and rating for system and custom entities. More information: Help & Training: Enable an entity for feedback

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.

    System_CAPS_noteNote

    The normalized rating helps to normalize or even out the specified rating value for different rating ranges (minimum and maximum rating values). The normalized rating is calculated as follows: (Rating - Minimum Rating) / (Maximum Rating - Minimum Rating).

    Also, rating for a record is calculated as an average of all the normalized ratings for the record.

  • 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 Dynamics 365, 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

Microsoft Dynamics 365

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