Customer Feedback from Microsoft Forms Pro to MS Dynamics 365 CE via Microsoft Automate

Hello and Welcome!

Today we will know how to leverage Microsoft Flow Pro surveys to get Customer Feedback in CRM for each case.

So Requirement is, Whenever the case is resolved or Closed, We want the customer feedback on the product or services provided to them.

Create Simple Microsoft Form Pro.
You can follow my blog here > Microsoft Forms PRO

For this Example i have created below Simple Form with 2 questions.

Now, We need a Power Automate which gets trigger on Case Resolution and Send this Form as a mail to End user or customer of Case.

Best thing about Microsoft Form Pro is that, it can create power automate flow for you in just few clicks.

Click Send Button on top right and navigate to Power automate,

Check out the details in Subject, Body and Template, Change if needed.
I selected Service Feedback Message as Template.

Click Configure the flow and select the Send a survey when case is resolved in Dynamics 365 Automate flow.

In case you have some different requirement to send this form, create new flow.

Now Navigate to Microsoft Automate, and you will see this Flow created

Open Flow to check and change any conditions if you need any.

Now Navigate to CRM and go to customization and open case entity.
Check Feedback in communication and collaboration.

That’s all, Now go to any Open Case or create new Case and Mark Case as Resolved.

Click Resolve and this will trigger your flow and send email to your case customer with Feedback form.

Checking Customers Mail box.

Customer have this mail if customer click on this Start Survey button, he will be presented with our Microsoft Form.

Also Notice, in case activity timeline, one Mail activity must have been created.

Now lets fill the Survey form and see what happens, This is total magic, we wrote no where to update CRM with response, But Forms and Microsoft Flow has done this magic in common data services.

Now again to CRM > Case > timeline and check

Now on Case form i added one sub grid for Survey items as below

Open this Survey record to see what user submitted and what value was provided.

Now check the Question Responses Grid at the end of form.

And our Feedback is captured in CRM from Microsoft Forms to MS Dynamics CRM via Microsoft Automate

Hope it helps! Thanks