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With the rich text editor, appointment descriptions can contain rich text. After enabling, if you choose to disable the setting, the appointment editor description field will reset to the plain-text field. Previously synchronized appointments' description will still contain rich-text HTML markup. When an appointment that contains rich text is converted to a recurring appointment, the description field for the activity is converted to a plain-text field containing rich text content.

We recommend you keep this to the default unelss you absolutely need to change it, be mindful of keeping the tracking info too long, or deleting it too soon. Default is 30 days. This may be especially noticeable if processes span multiple entities. This means data will be flowing and queued through Azure in order to take any workload of delivering and capturing customer survey data off of your CRM system for the best possible performance. This also means that there could be a delay between survey response from making it into CRM.

Survey Creation The Voice of the Customer functionality allows you to add theming to your surveys. And from there you can go ahead and create an Image record and upload a logo that you want to use in your survey will be accomplished in later steps. You can also go to the Themes area and create a new Theme to use for your logo. You have the ability to change the colors of most of the survey elements such as the header, navigation bar, and progress background.

If you wanted to get more advanced, you can even upload your own CSS to apply even more custom styles to your survey. In order to actually start building out the survey questions, you need to change from the Survey to the Designer form. On the Designer form, you have the ability to add or delete pages in your survey via the buttons that appear underneath the vertical page layout on the left.

In the text box of the question and of any label control on the survey , you can click on the Pipe dropdown to insert piped data into your survey. We want to make a very personalized experience for the customer as they take the survey. Something else you can do to add logic to your survey is to create Response Routings.

To get to response routings, click on the related records dropdown of your survey. When you setup your response routing rules, you need to create Conditions and Actions for each Response Routing. After completing the above, your survey is ready to be published. If you toggle back to the Survey form, you can click on the Preview button to see what the survey would look like to your end users.

Survey Automation and Results Now that you have your survey setup, you can use it along with native CRM workflow to have surveys automatically sent out to your customers based on actions to CRM data. For example, lets create a workflow that sends our survey automatically to the customer of a Case when the case is marked Resolved, asking them how their experience working with your support team was, so you can make improvements if needed, or provide recognition where deserved.

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