Enable an entity for feedback

Dynamics CRM 2016
 

Updated: November 1, 2016

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

Let customers write feedback for any entity record, or rate entity records within a defined rating range by enabling entities for feedback.

For example, 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.

By default, feedback is enabled for the Knowledge Article entity and the rollup field that stores the rating is added to knowledge article form.

System_CAPS_importantImportant

This feature was introduced in Dynamics CRM Online 2016 Update 1 and in CRM 2016 SP1 (on-premises).

Interested in getting this feature? Find your Dynamics 365 administrator or support person.

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Customizations.

  3. Choose Customize the System.

  4. Under Components, expand Entities, and then click the entity you want to enable feedback for.

  5. Under Communication & Collaboration, select the Feedback check box.

  6. Publish your customizations:

    • To publish customizations for only the component you are currently editing, on the nav bar or in the navigation pane, click or tap the entity you have been working on, and then click or tap Publish.

    • To publish customizations for all unpublished components at one time, in the navigation pane, click or tap Entities, and then on the Actions toolbar, click or tap Publish All Customizations.

After you enable an entity for feedback, a regarding relationship is created between the entity and the Feedback entity.

System_CAPS_importantImportant

Once you enable an entity for feedback, you can't disable it.

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.

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Customizations.

  3. Choose Customize the System.

  4. Under Components, expand Entities, and then expand the entity you've enabled for feedback.

  5. Click Forms.

  6. Open the form of type Main or Main - Interactive experience.

    The Main - Interactive experience form is used in the interactive service hub.

  7. Select the section you want to insert the subgrid in, and on the Insert tab, in the Control group, click Sub-Grid.

  8. In the Set Properties dialog box, fill in the name and label for the subgrid.

  9. In the Data Source section, select the information:

    • Records. Select Only Related Records.

    • Entity. Select Feedback (Regarding).

    • Default View. Select a default view for the list.

  10. Publish your customizations:

    • To publish customizations for only the component you are currently editing, on the nav bar or in the navigation pane, click or tap the entity you have been working on, and then click or tap Publish.

    • To publish customizations for all unpublished components at one time, in the navigation pane, click or tap Entities, and then on the Actions toolbar, click or tap Publish All Customizations.

Depending on how you want to calculate the rating for the entity, you can create a rollup field that calculates the rating, and then add it to the form of the entity you're enabling for feedback. More information: Define rollup fields

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