Send Survey from Dynamics 365 apps using Customer Voice

Feedback is a gift and managing feedback from customers / vendors / employees is crucial for every organization. I have written earlier about measuring customer experience. This blog is about the new enhancement to Dynamics 365 Customer Voice. Now you can send a Survey directly from Dynamics 365 apps like Sales or Customer Service.

About Customer Voice - Dynamics 365 Customer Voice is an Enterprise Feedback Management app. The app enables you to create, distribute and gather real time survey feedback from your customers and generate insights with metrics. The insights from your customers can help you to transform your products, service and business processes.

Dynamics 365 Customer Voice

D365 Customer Voice app is used to design and distribute the survey. You can send the survey in multiple ways as shown below. The limitation was you could not send the survey from within D365 apps earlier.

Multiple ways to distribute survey

Now you can send a survey directly from within Dynamics 365 Apps like Customer Service, Sales or Marketing. As shown below you can send a survey to a lead from Sales Hub.

Send survey from D365 Sales app

Below are the steps you can take to send a survey from D365 model driven apps.

1. Enable and set-up D365 Customer Voice in your D365 Tenant. 

2. Create the Project and link it to your D365 Dataverse environment. 

3. Create your Survey using Customer Voice

If you want more details for the above 3 steps please refer my earlier blogs here - Set-up Customer Voice. I will write in details about the further steps below.

4. Install the Send Survey solution 

Microsoft has provided a free app on Microsoft appsource that you can install in your D365 dataverse environment. 

Send Survey app

You will have to accept the terms of the app.

Check that the solution is installed at make.powerapps.com > solutions

Publish all customization.

5. Now you should see the Send Survey button on a lead or a case form. You can also see it on a Contact record.

6. Once you click on the Send Survey button you will get to choose the Survey you want to send. This is based on the Survey you created or someone shared it with you in Customer Voice.

7. Once you choose the Survey and click next, you will get to select the email template and locale

8. The survey invite link email will be received by the recipient. The survey invite will also be shown on the Contact timeline.

Note - The Sender is the 'user name' who sent the email and Microsoft default email address. You can change the sender email if needed. That will require some work on the org settings in Microsoft 365. (more details here)

Change the sender's email address

9. Once the recipient completes the Survey the survey response will be shown in the Contact timeline.

I hope this helps you to get started using the Send Survey option from Dynamics 365. Please let me know how you like the new functionality and your experience with Customer Voice.

Thanks for reading.

Mihir Shah | @mihircrm | 365WithoutCode

 

Accelerate your Sales with Dynamics 365 - 2021 Wave-2

 Dynamics 365 has introduced many new and updated functionality in its 2021 Wave-2 release. This blog is part-1 of a series of blogs on the Dynamics 365 wave-2 release. This blog will focus on the updates on the new Sales accelerator (Sales - Customer Engagement app). 

The Sales accelerator focus is on empowering the Sales workforce to better collaborate (Teams), improve their productivity (intelligent worklist) and achieve better sales outcomes (smart sequences). The figure below shows the Sales Insights with conversational intelligence (in preview)

Sales insights with intelligence

Another exciting new functionality (which was lacking in Dynamics 365) is the ability to do a round robin assignment of leads. This will be only available in the Feb-2022 timeframe so I will write about it once the public preview is available.

1. Teams integration - The teams integration with Dynamics 365 was available earlier. There is new enhancements to the integration that allows the user to do the following (public preview starts in Dec 2021/Feb 2022 so will be able to get more details and post later). This is very useful if you are already using teams as a communication and collaboration tool within the organization.

    a.    Edit a D365 record from within a teams conversation

    b.    Ability to add a note or task to a D365 record from teams chat with the required security access

    c.    Share D365 records with other users in a teams chat as a interactable card

    d.    Create and join team meetings from D365 record. Access Sales records and add notes from meetings. 

    e.    Ability to @mention a user in D365 record timeline and the Sales bot will post a message to teams

    f.    Get notification of updates to D365 Sales records that you follow from within teams

Enhanced Teams integration

In addition to the above you can also add Conversation Intelligence to the teams call (in preview). This will provide the capability to analyze the call recordings and get insights on the customer interactions.

2. Worklist & Sequencing - Worklist allows the manager to setup a view of items that are assigned or created that the sales rep should be focusing on. The sales rep can than search, filter, sort the items on the worklist. The work list detail view shows the up next priority item that the seller needs to work upon based upon the sequencing as set-up by the manager.

Sales accelerator - Worklist 

3. Smart sequences - can be set-up to have the seller follow a guided particular sequence of to-do events or activities for working on a lead or opportunity. The below figure shows a new lead nurturing sequence steps. 

New lead nurturing sequence

This sequence can be configured and setup by sales managers and can automatically creates activities for the seller to complete as per the steps in the sequence.

The sequence needs to be assigned to the records (leads or opportunities) so that the sellers can follow the same while working on the sales records. The sequence assignment is shown below.

Assign sequence to lead records

I hope the above helps to accelerate your sales and help the sellers to better convert leads and close more opportunities with the wave-2 release of Dynamics 365 - Sales app. Please let me know if you would like to know more about the new Sales accelerator enhancements.

Thanks for reading.

@mihircrm

365WithoutCode

     

Managing Risks with Microsoft Dataverse Power Platform and Dynamics 365 - Part-1 - Business Continuity & Disaster Recovery

Risks management is critical for every organization.  There was a time when the severity, definition and type of risks that a business may encounter were considered to be different. The risk was dependent on the size, nature of business and geographic location. Now that the core business apps and data are running in the cloud, the risks are the very much the same for every organization. 

Why risk management for the Cloud?

Cloud has leveled the playing field when it comes to risk management. Every organization big or small will face the same level of risk. The impact of the risk in $ value may be different. It is imperative for organizations to have a risk management plan to understand, analyze, mitigate and protect themselves from running their business in the cloud. This blog series is focused on understanding risk management with Microsoft Dataverse - Power Platform and Dynamics 365. (disclaimer - I am NOT a business risk management professional. This is my attempt to help you understand how risks can be managed when using Microsoft Dataverse)

#1 - Business Continuity and Disaster Recovery (BCDR)

When you purchase Microsoft Dynamics 365 or Power Platform licenses you will be provisioning 1 or more environments. Consider environment as a container for your business apps and data. You may have multiple development sandbox, testing, staging and production environments. Each environment has an instance of Microsoft Dataverse. Your business users are provisioned in the different environment. You may have your environments in 1 Geo region (lets say East Coast - US) which is nearest to your group of app users. You may even have users globally and have multiple environments in different Geo regions. How do you protect your environments from a unforeseen disaster in a geo region? How do you ensure that your mission critical business apps will be up and running asap and your data protected? 

Every cloud services provider has a well defined plan to protect their customers apps and data in the cloud. Microsoft has defined a Business Continuity and Disaster recovery plan for the Dataverse environments. 

Dynamics 365 Customer Engagement apps - for the production environments a replica or copy is made in a second geo region (Geo secondary replica), of the different storage services like Azure SQL and file storage and compute infrastructure. The copy is done at the time of the deployment and on an ongoing basis they are kept synchronized (with some lag in minutes) through continuous data replication. 

Dynamics 365 Customer Engagement - Geo Secondary Replica

Dynamics 365 Finance and SCM apps - The geo secondary replica is also done for this apps. 

Dynamics 365 - Finance and SCM apps

The replica environments are in a Azure region pair and have a dedicated low latency network. They also are within the data residency and compliance boundaries 

Azure region pairs

Failover types and service continuity - 

Unplanned failover - In case of an unplanned failover in an Azure geo region, Microsoft will notify customers and route traffic to the secondary geo replica region. There could be a possible data loss for about 15 minutes during the transition.

Planned failover - If there is a risk to the availability of the primary geo region (like an upcoming hurricane) Microsoft will notify the customers and transition to the secondary geo replica region. The users who are connected to Microsoft Dataverse apps may experience some disruption. There will be no data loss.

Failback - Once the primary geo region is back up and running Microsoft will notify customers and move to the primary region. Connected users may experience disruptions but there will be no data loss. 

Things to note - 

1. Dataverse for Team environments do not support the Geo Secondary replicas. So if you are using Dataverse for Teams environments please make sure to have a backup on a regular basis. 

2. The geo secondary replica is only available for production instances of Dataverse. All other instances will face service degradations till the primary regions is back up and running.

3. Dynamics 365 Finance and SCM apps will have limited functionality when working in the geo secondary replica region. The Financial Reporting and Power BI reporting services will not be available. Customers can open a support ticket with Microsoft to get the Financial Reporting setup running in the secondary region.

I hope this helps in understanding the business continuity and disaster recovery risk management for Microsoft Dynamics 365 - Dataverse platform. In my next blog I will write about Security and Data loss - Risks.

Thanks for reading.

@mihircrm

#365withoutcode

Measuring Customer Experience with Dynamics 365 Customer Voice

"What you cannot measure you cannot improve" - I think you will agree to this statement. If you want to improve your customer experience than first you need to know how to measure it. Once you measure it than you can track and take action from your insights to improve customer experience.

Customer Experience is about how the customer feels after having an interaction with your business. The interaction can be of 3 main types

1. Products - You want to know how the customer feels after purchasing and using your product. 

2. Services - If you are selling services, how the customer felt after the service was delivered. Like automotive maintenance service

3. Processes -  How was the customer online buying process experience or experience with the case resolution process.

An enterprise may want to know all 3 of the above and get valuable feedback from the Customer. If you have large number of products and thousands of customers globally you need to have a Enterprise Feedback management system like Dynamics 365 #CustomerVoice. 

I have written 2 blogs earlier about Microsoft Dynamics 365 - Customer Voice. My blog-1 gives an overview about Customer Voice and blog-2 is about considerations when deploying #CustomerVoice.

This blog is about how to measure your Enterprise Customer Experience using #CustomerVoice.

Measuring of Customer Experience is done using Satisfaction Metrics. The metrics are mapped to questions in the Survey. As the survey responses come in Customer Voice services sends the responses to Azure Cognitive services for analysis and also to the Customer Voice analytics engine. After the analysis is done the results are stores in Dataverse. 

Response analysis

There are 4 types of Satisfaction metrics that you can use. 

Satisfaction metrics

1. CSAT or Customer satisfaction is measured by responses to rating type questions in survey and is normalized to a range of 1-5. The below are example of CSAT survey questions.

CSAT question types

 

2. NPS or Net Promote Score is a metric used to measure customer loyalty. It is based on NPS type questions with scale 0-10 as shown below. 

NPS questions

Customer voice will group the respondents as follows 

    i.   Detractors = response from 0-6 rating

    ii.  Passive = responses with 7 or 8 rating

    iii.  Promotes = responses with 9 or 10 rating 

The NPS is a number calculated using the formula 

NPS = (% of Promoters) - (% of Detractors) 

NPS can range from -100 (100% detractors) to 100 (100% Promoters).

3. Sentiment - this identifies how the customer feels about a product, service or process. This is done using a text based question response. Sentiment will group the response based on the text as positive, negative or neutral. 

4. Custom Score - You may want to have a custom scoring of the question in a Survey. The custom score allows you to assign a point value to the answer options. Based on the response the score is calculated and assigned to the Survey.  This can help you to add more weightage to certain question answers and thus get an custom measurement of the respondents satisfaction level.

Custom Score

As you are planning and designing the questionnaire make sure that you understand how the customer experience can be measured so you have the right insights. In my next blog I will discuss about tracking and actionable insights.

I hope this helps you in improving your enterprise customer experience with #CustomerVoice. Thanks for reading.

@mihircrm

365WithoutCode

Considerations when deploying Customer Voice in the Enterprise

 In my previous blog I had written about Customer Voice - An Overview. This blog covers important topics to consider when deploying Customer Voice in the enterprise.

1. Customer Voice is an Enterprise Feedback management app. It is not customizable as other apps of Dynamics 365. So what you see is what you get. It is easy to use and may fit most of your business requirements. But if you want to further enhance it currently Microsoft has not allowed for enhancement of the Customer Voice app. Hence it is important to consider various aspects of the app to determine how to optimally deploy in the organization.

2. Data Storage - My first thought for any Customer app is - how is the Customer data managed ? In your org there could be many departments globally who will be using this app for creating customer surveys. The information collected from the Customers using the Survey may need to be kept secure due to many reasons (industry or government regulations, GDPR restrictions ...) and it is imperative to understand where the data is and who has access to the data. Below is a visual representation of the data flow.

Customer Voice - Data Flow

The data is stored in mainly 2 data stores - 1. Customer Voice App and 2. Dataverse environments. The data is also processes by Azure Cognitive Services and Dynamics 365 marketing sends the survey. 

Customer Voice app will store the data mainly in North America and for Europe Customers it will store in Europe data centers. The data stored in Dataverse is based on the local environment location.

3. Project - When a project is created the Dataverse environment is selected for the Project. So a user can have Customer Voice access to projects which are in Dev / QA / Test and Prod environments. They are all accessed from the same Customer Voice app. The contacts are populated into the project from the connected environment.

Project and Environment

3. Using with Customer Service - Chances are that you are going to use Customer Voice and Customer Service together. If so both Customer Voice and Customer Service (or any other D365 app) will need to be in the same tenant. This will enable functionality like auto send a survey when a case is closed in Customer Service.

4. Security - Users who need access to Customer Voice to create and send Surveys need to have the Project Owner security role (or custom role with the privileges)

Project Owner - security role

This will provide the user with the minimum privileges required in Customer Voice.

The system also create an Application user account to integrate with Azure services.

5. Record ownership - It is important to know who will be the owner of the records created in Customer Voice. (This is where it gets a little complicated)

1. Projects and Surveys - are created and owned by users in Customer Voice (no team ownership capability yet). If the Project is shared with other owners, a AAD team is created with the shared ownership. It is best to have a Project shared with multiple owners who are working together.

2. Survey response ownership is based on a logic as below

    a. Response to a Survey invitation - The invitation owner is the owner of the response

    b. If the invitation owner does not have the privilege to own response than the survey owner is the owner of the response. 

    c. If the response is anonymous than the Survey owner is the owner of the response

    d. If the Survey owner user account is disabled closed or deactivated or no longer has the license the application account becomes the owner. (Please note - If the survey owner account is closed or deactivated the Survey Customer data will be deleted by the System after 30 days) So be careful to select who is the owner of your Customer Voice data.

6. Data deletion - Do not delete the survey data in Dataverse. You will need to delete from Customer Voice and the same is than synced with Dataverse. Any other ways of data deletion may land you in trouble. 😀

I think that the above info is valuable when you want to deploy Customer Voice in your organization. Let me know about your experience with Customer Voice. Thanks for reading.

@mihircrm

365WithoutCode

Getting started using Power BI with Dataverse (D365) - Part-1

Power BI has become one of the top data visualization tools. In every project that I have worked on, the default option to visualize, analyze and reporting tool with Microsoft Dynamics 365 is Power BI. It is a natural out of the box fit and Microsoft is doing its best to make the default choice with Dataverse. 

I have written earlier about D365 and Power BI but in the journey of evolution,  the Power Platform has very much changed and it is time to have a fresh look.  In this blog series we will ponder over the ways to -

1. Connect Power BI with Dataverse (D365) - This blog #1

2. Perform D365 data transformations & generate valuable AI insights in Power BI

3. Create and import data visualizations in Power Platform from Power BI

4. Limitations and things to consider (like security) when using Dataverse and Power BI

PBI dashboard with D365

Pre-requisite - In order to get started with Power BI you will need the following -

1. A D365 / Dataverse environment - You can get a trail of Dynamics 365 using trials.dynamics.com

2. Power BI (free or paid) license - PowerBI.com

3. Power BI desktop (download free from PowerBI.com)

Once you have done the above we are ready to play with D365 and Power BI

A - Setup needed - For this blog series we will need the capability of adding Power BI visuals into D365 (dashboards and visuals) as well as enable the TDS (Tabular Data Stream) endpoint. This is done by going to admin.powerplatform.microsoft.com and select your D365 environment (tip - its not the default one). Environment > Settings > Product > Features and enable the 2 highlighted below

B - Connecting Power BI with Dataverse (D365)

1. Once you have the above and downloaded the Power BI desktop latest version (note the version changes ever month) you can click on > Get Data. 

This will open up a myriad of options (enough to baffle you and maybe you feel like in a candy store), but lets focus on the Power Platform for now. Select Power Platform and you have 2 main options (dataflows is not the topic of my current blog, maybe in the future) 

Connect options

Dataverse connector is the latest one offered (I am going to use it for this blog) The limitation here is that the size of the dataset is limited to 80MB. If your needs are more than 80 MB (which is quite obvious when using large datasets) use the CDS legacy connector. I am hoping that the Dataverse connector allows larger datasets in the near future. 

Once you click on connect with Dataverse. it will ask you if you want to import data or do a Direct Query. For this blog I am going to import the data into Power BI. At this time it is important to note that there is an important security difference between importing data into Power BI and using Data query. I will revisit this in my next blog.

Connectivity mode

Another thing that you will need to enter is the environment domain. It used to be simply coping your D365 domain url but Microsoft has made it a little complex. Now you are supposed to enter the url without https:// and remove the / in the end (had to do this twice just to get it right) If you don't know what is your environment domain url Go to Make.powerapps.com select your environment (not default) and click on Settings > Session details. 

Instance url

Once you have the details and click 'ok' you may be prompted to sign in (if you are not already signed in) and then shown the Navigator window to chose from the tables to import into Power BI. 

Select Table

Once you select a table make sure to select 'Transform Data' which will open up the Power Query Editor 

Select columns to import

Here click on Manage Columns and you will be able to select which columns you want to import. It is important to know the Dataverse data model to be able to understand what columns you will need to create your visualizations.

Once you have selected the columns click on Apply and this will start the import process. In my next blog we will look at the options for working with D365 data in Power BI. 

Hope this helps you to get started with using Power BI with Dataverse (D365). Thanks for reading.

@mihircrm

365WithoutCode

Microsoft Dynamics 365 - Customer Voice - An Overview - Part-1

 Microsoft has created Dynamics 365 - Customer Voice and this blog is to provide an overview of the features.

Customer Voice is an Enterprise Customer feedback design, collection and management app. It allows you to design / send surveys and collect / analyze feedback from the surveys sent. Customer Voice is an enhancement to and re-branding of Microsoft Forms Pro. The data is stored in Dataverse (another rebranding - previously CDS) and it can be connected to a Dynamics 365 environment. 

1. Demo - To setup a demo of Customer Voice - go to this link. https://dynamics.microsoft.com/en-us/customer-voice/overview/ and sign up for a 30 day demo. 

2. Project - Once the demo environment is up you will be creating a Project. The project is a repository for all your Survey related data (Surveys, Satisfaction metrics, Email templates, Power Automate flows and Reports). Project is linked to a specific Dynamics 365 / Power Platform Dataverse environment. So if you have Dev / QA / Prod environments you can create and link a project for each specific environment. 

Microsoft provides easy to deploy Project templates or you can select a Blank template. 

You can also share a Project with other users so that other users can design and send their own Surveys. 

3. Design Surveys - Once you have created the Project, now you are ready to design your own Surveys. If you selected a Project template the first survey is already created for you to customize and built upon. You can modify / add questions to the survey.

Design Survey

You can customize your survey to include -

1. Personalization - Adding upto 15 variables in your survey (First Name, Last Name, ...)
2. Branding - Changing theme, font and background 
3. Metrics / KPI - Adding upto 10 customer satisfaction metrics per Project
4. Add Survey Language - You can add upto 23 languages and the Survey question translation
5. Add Branching - using Power Automate flows
6. Formatting - Add Progress bar, question #'s and shuffle questions

You can also preview and test the Survey to make sure it works as designed.

4. Send Survey - Once the design is done you can send the Survey using multiple options

1. Email - Send the survey using email.
2. Power Automate - Trigger a survey email using Power Automate
3. Embed - the survey in a web page
4. Send a link to the Survey in an email or add to web page 
5. Send a QR code of the survey by email or add to web page

    The Distribution settings allow you to customize the survey send settings.

Send Survey

A survey invitation record is created for every survey sent by email or using Power Automate to trigger an email. Statistics is collected on the survey invitation and analyzed.

5. Analyze responses - 

The response received are analyzed and reports generated. There are 2 types of reports.

1. Satisfaction metrics (Customer KPI reports) - They are based on the answer to the questions linked to metrics. The satisfaction metrics can be - CSAT / NPS / Sentiment

2. Survey response - A report is generated for every survey sent and response received.

Metrics report

Survey report

Hope this blog helps you getting started on the Customer Voice and let me know about your specific questions / experience using it. In my next blog I will write about some important considerations for using Customer Voice. Thanks for reading. 

@MihirCRM

365WithoutCode

Industry accelerators - Dynamics 365 - Introduction - 1

   Microsoft has introduced Industry accelerators which provide specific industry vertical solutions. This blog series is to discuss and learn about the latest in the Industry accelerator updates including the Oct. Wave-2 release.

What are Industry Accelerators ? - 

• They are Industry specific vertical solutions as envisioned by Microsoft. 
• They are built upon the foundational components within Microsoft Power Platform and Dynamics 365
• Microsoft has made them freely available on the AppSource an Github. 

There are currently 7 Industry Accelerators - 

1. Automotive
2. Education
3. Financial Services
4. HealthCare
5. Manufacturing
6. Media and Communications
7. Non Profit

The above accelerators is also an opportunity for ISVs and developers who can build upon and extend them to create their own industry specific vertical solutions 

As a Dynamics 365 - solution architect / business consultant, this helps to understand specific industry business scenario. It also can help to guide you on how best to design a solution for the industry specific requirements. 

In my future blogs I will write more about each of the industry accelerators, the latest updates and I hope it helps to provide more insights in the specific industry verticals.

Thanks for reading. 

Mihir 

365WithoutCode

Covid19 - Corona Virus Info Bot - Power Virtual Agent

The Covid19 / Corona Virus pandemic has created major concerns for people all over the world. I hope everyone is safe and taking precaution by staying at home. This blog is to about how to create a Covid19 Safety Info Bot using Microsoft Power Virtual Agent.

The problem - Currently governments at National / State / County / City / Town and Health Care organizations are all trying to provide the information to their citizens. There is a ton of critical information that needs to be provided. People are given a phone # to call which is managed by Call Centers. The Call Centers personnel are having a crisis where the staff have to take risks, travel and be in the call center offices to respond to the callers. Also the volume of call is causing delays and chaos to the people.

Solution -
There are many ways to provide the information to the people. One powerful and simple solution option is to create a Power Virtual Agent Bot and add the same to the Government or Commercial organization Website portal.

The link for the sample bot I have created is here - https://tinyurl.com/rld8gsd (available upto April 19th, 2020)

Corona Virus Info Bot - Sample

Solution details - Here are the steps I took to create the Power Virtual Agent Sample Corona Virus Bot -

1. Create a Power Apps environment - You will need an environment in Power Apps. You may already have a Power Apps account or need to create a new account. You can also create a trial for Power apps at https://powerapps.microsoft.com/en-us/# or trials.dynamics.com

New Power Apps environment 

Once the environment is created with a database you are ready to go with Power Virtual Agents.

2. Set-up a Power Virtual Agent bot - Go to https://powerva.microsoft.com/ You can log in with the same above Power Apps account. Create a new Bot and attach the Bot to the Power Apps environment.

3. Once the Bot is created you need to create the Topics. Adding Topics allows you Bot to answer specific questions based on trigger phrases and provide correct messages.

Topics 

Refer the below topic details and trigger phrases to protect from Corona Virus

Protect from Corona Virus - Topic and Trigger phrases

You can also see the Topic and message on the authoring canvas

Authoring Canvas

4. You can also customize your greeting - the info that the Bot will provide to the customer

Customized Greeting

5. Once you have the Bot configured you can test the Corona Virus Bot and than publish it.

Test and Publish Bot

You can embed the Bot in your website or portal. Here is the sample website for the above Covid19 - Corona Virus Bot which will be available online upto April 19th 2020 for testing.

https://tinyurl.com/rld8gsd

Hope this info helps you to create your own Bot and add it to the organization website. Please let me know if you need any help in creating and configuring the Bot. Thanks for reading. Stay at home and be safe for now.

@mihircrm
365withoutcode

Managing Non Conformance with Microsoft Dynamics 365 Supply Chain Management

“Each manufacturer is required to establish and maintain procedures to control product that does not confirm to specific requirements” (21 CFR 820.90). Nonconforming can be a Product or a Process that does not meets its specifications. A nonconforming process can lead to a nonconforming product. This blog discusses how Microsoft Dynamics 365 Supply Chain Management can help manufacturers in managing Non conformance.

Non Conformance business process

Why manage Non Conformance – In addition to the regulatory requirements there are many benefits -

1. Improved safety of manufactured products
2. Manage product recalls
3. Better process equals more effective products
4. Gain consumer confidence with product reliability

AI and data analytics can also be used on the data collected for predicting and preventing future errors. The business process in Microsoft Dynamics 365 SCM is shown above and discussed step by step here -

1. Product fails quality – This could be during the incoming product inspection or during the manufacturing production process that a product can fail quality testing. It can also be a return of a product from Customer due to product failure.

2. The QA tester will than create the Non Conformance for the Quality Order. The benefit of creating from a Quality Order is that it has all the necessary details (like Vendor, Purchase Order and Batch #). 

Create Non conformance

3. Approve and print Non Conformance Tag – The Tester can than approve and print the Tag and attach to the product. This becomes a visual indicator on the product itself. Tester will move the product/s to a caged or locked area along with other non conforming products.

Tag

1.     4. Review & identify corrections – The product engineer will review the non conformance and identify corrections. Also assign the correction to the worker. Power automate can be used to notify the worker of the task.

Corrections

The assigned worker completes the corrections. The product engineer can than write the justification for the disposition of the items (using Notes) and closes the Non conformance.

5.      Reporting and analytics – This can be used to for management review of non conformance. Some of the reports that can benefit are - 

• Vendors with recurring # of non conforming products – to improve vendor performance
• Products with highest # of non conformance – to improve process results
• Corrections most applied – to re-design the production process

I hope the above helps you to understand and manage the non conformance process using Microsoft Dynamics 365 Supply Chain Management. Let me know how you are managing your current product or process Non Conformance.

Mihir Shah

@mihircrm 

(originally published by Mihir Shah as a linked in article on 11-23-2019)

reference - 1. https://docs.microsoft.com/en-us/dynamics365/supply-chain/inventory/enable-nonconformance-management