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Hello Roland,

Yes, absolutely! You can create a Power Automate cloud flow to capture Customer Voice survey responses and send them via email to case owners and related individuals. Here's a step-by-step guide on how to achieve this:

1. Trigger: When a response is submitted (Microsoft Forms)

In Power Automate, create a new Automated cloud flow.
Search for and select the "When a response is submitted" trigger from the Microsoft Forms connector.
Select the specific Customer Voice survey you want to monitor.

2. Get Response Details (Microsoft Forms)

Add the "Get response details" action from the Microsoft Forms connector.
Select the same survey as in the trigger.
Use the "Response Id" dynamic content from the trigger to get the details of the submitted response.

3. Get Case Details (Dataverse)

Add the "Get a row by ID" action from the Dataverse connector.
Select the "Cases" table.
You'll need to identify how your survey response is linked to the case.
- If the survey contains a question that captures the case ID, use that response value.
- If there's another relationship (e.g., a lookup field in the survey response entity), use that to retrieve the case.

Use the appropriate dynamic content to populate the "Row ID" field.

4. Get Case Owner Details (Dataverse)

Add another "Get a row by ID" action from the Dataverse connector.
Select the "Users" table.
Use the "Owner" (ownerid) dynamic content from the "Get a row by ID" (Case) action to get the owner's details.

5. Get Related Contact Details (Dataverse)

If you need to send the email to related contacts (e.g., the customer who submitted the survey), add another "Get a row by ID" action.
Select the "Contacts" table.
Retrieve the contact ID using the appropriate dynamic content from the survey response or case.
If you have more than one contact related to the case, you will need to use a List Rows Action.

6. Compose Email Content:

Add a "Compose" action to create the email body.
Use dynamic content from the survey response, case, owner, and contact actions to build the email message.
You can include:
- Survey response values.
- Case details (e.g., case title, case number).
- Owner's name and email address.
- Contact's name and email address.

You can use HTML to format the email.

7. Send Email (Outlook or Other Email Connector):

Add the "Send an email (V2)" action from the Outlook 365 connector (or another email connector of your choice).
Populate the "To," "Subject," and "Body" fields.
- Use the owner's email address from the "Get a row by ID" (Owner) action.
- If you have related contacts, use the contact’s email address. If you have multiple contacts, use the “Apply to each” action to loop through the contact and send the email to each one.
- Use the "Compose" action's output for the email body.

Customize the subject and body as needed.

Important Considerations:

Error Handling: Implement error handling using "Configure run after" to gracefully handle potential failures (e.g., case not found, owner not found).
Permissions: Ensure that the Power Automate connection used for Dataverse has sufficient permissions to read case, user, and contact records.
Data Security: Be mindful of data security and avoid including sensitive information in the email.
Testing: Thoroughly test your flow with different survey responses and case scenarios.
Complex Relationships: if the relationship between cases and survey responses is complex, you may need to use more advanced Dataverse queries or custom logic.
Large Volumes: if you are expecting a large number of survey responses, consider using a queue or other mechanism to prevent the flow from overloading.

This flow effectively automates the process of notifying case owners and related individuals about survey responses, streamlining your customer feedback management.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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