D365 CE- Incident management integration with SAP Qualtrics – Part 2

Recap to the previous blog:

• Created transaction batch
• Linked transaction batch to the customer along with the transaction data
• Checked Import Status if its not completed

Step 4 : Generate distribution link for the transaction Batch

Post : https://fra1.qualtrics.com/API/v3/distributions

Body :{        
“transactionBatchId”: “{transactionID}”,  “surveyId”: “{surveyId}”,  “linkType”: “Individual”,  “description”: “test distribution List”, “action”: “CreateTransactionBatchDistribution”              
}

Capture distribution Link Id form the response, this will be used to get the actual link

Step 5 : Retrieve Generated distribution link, which will have actual survey link

GET: https://fra1.qualtrics.com/API/v3/distributions/{distributionID}/links?surveyId=sureveyID

Get the link and embed it into the email sent to the customer.

So far so good, we have validate all the API’s required to get survey link from qualtrics.

What should be the end to end design ?

Based on my experience and the amount of cases/incidents getting closed per day (i.e.600). I have decided to have a Qualtrics transaction record entity which will get created by an Asynchronous plugin registered on close message of incident. Which will have all the details required to perform 5 Api’s call as explained earlier. Once done a workflow will be triggered after the survey link update in the record which will send the email to the customer.

I have also used configuration entity in CRM to store directory id, survey Id , mailing list Id, APi’s URL structure

Plugin Details: This async plugins creates a related case record and gather all the necessary information needed to make API call. This plugin also fetches information from configuration record.

When you resolve a case , check the related record created

On Create of transaction record in CRM I have create a triggered Flow in Common Data Service which gets triggered and Call Quatrics API’s mentioned in step 1 to 3 on my previous blog. SO when you open the record you will have Qualtrics Transaction Batch ID, survey ID, and tracking URL for the import status

To achieve step 4 and 5 mentioned, I have a scheduled CDS connector which runs every 5 minute and fetch only those transaction records whose import status is in progress. Check if it is completed 100% and then make HTTP call remaining API’s. Get the survey link and update backs Qualtrics Survey link record. On update of that field I have a workflow registered which will send email to the customer along with the survey link and set the regarding as case entity.

Now Lets check if the email is generated with the link that we want to achieve

Next lets check how it looks like in Qulatrics after submitting the response

This is the end to end journey. Their is one thing that I haven’t explain in details about how I used CDS connectors to make HTTP call and update back CR record. I will be explaining those in my next blog

Go to my Previous Blog : https://rahultiwarydynamiccrmblogs.wordpress.com/2020/08/04/d365-ce-incident-management-integration-with-sap-qualtrics-part-1/