Share
Report
33Hi everyone,
I’m trying to decide on the best approach to send surveys and store the information for each customer inside Dynamics 365. I see two options and would love some feedback.
Option 1 — Customer Voice Survey Project
Using Customer Voice to create the survey and send it directly.
Pros:
-
Purpose-built survey tool
-
Strong analytics dashboard
-
Easy response tracking
-
Automatically links answers to Contacts
Questions:
-
Is Customer Voice still the preferred way when using Real-Time Marketing?
-
Are there limitations if I avoid Power Automate?
Option 2 — Real-Time Marketing Form (instead of Customer Voice)
Using a Real-Time Marketing form to collect responses, and sending it through a Real-Time Journey. Example https://www.ameyholden.com/articles/customer-voice-survey-variables-dynamics-365-real-time-marketing
Pros:
-
Everything stays inside RTM (no separate CV interface)
-
Forms can save data directly into a custom table
-
Can trigger follow-up journeys based on responses
-
Compatible with consent management
Questions:
-
Are RTM forms suitable for full surveys (multiple questions, ratings, etc.)?
-
Any UI/UX limitations compared to Customer Voice?
-
What’s the best way to structure a Dataverse table so each submission links back to the correct Contact (ex: lookup to Contact + lookup to Case/Registration/etc.)?
-
Does RTM provide any built-in reporting for form responses?
My goal
-
Send a satisfaction survey
-
Track a history of responses for each customer
-
Store all results inside Dataverse
-
Avoid extra Power Automate flows if possible
-
Keep everything inside Real-Time Marketing if it makes sense
If you’ve implemented either method, which approach gave you better tracking, better analytics, and easier automation?
Thanks for your help!
All responses (
Answers (
