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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

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Posted on by RP-16042019-0

Hi there.

A month ago, we had added customer voice survey links tied to email templates within Dynamics 365 (Customer Service - case management). Customers would click the link, fill out the survey and the responses go back to the 'Customer Voice' application. We have 4x different survey types tied to each email template in Dynamics Customer Service. We recently noticed that we stopped receiving responses from 3 of the 4 survey projects (for a couple weeks now). We tested the functionality of the survey links within the email templates, and they seem to be working fine. It is just strange that we are not getting any responses back, especially since we send out 50 email templates a day.

Any thoughts as to why you think the functionality stopped working? We only have the 1 survey project that is working fine (coincidently it was the first survey project created).

Thank you.

Russ Pereira

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Dynamics 365 Customer Voice

Microsoft Dynamics CRM

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Anne Stanton, MCSE,... 65 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Did your Certificates Expire?

Are you using a Service Account? Did the management of service accounts in Active Directory change at your Organization?

Are the licenses still applicable on the service accounts?

Cheers Anne

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Daivat Vartak (v-9d... 7,829 Super User 2025 Season 2 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Hello Russ Pereira,

This is a perplexing issue, especially since the survey links appear to be working from the email templates. The fact that one survey project continues to receive responses while the others have stopped suggests the problem lies within the configuration or status of those specific survey projects or their connection to Dynamics 365.

Here are several potential reasons why you might have stopped receiving responses from 3 of your 4 Customer Voice survey projects:

1. Survey Project Status or Configuration Changes:

Survey Project Stopped: It's possible that the affected survey projects were accidentally stopped or deactivated within the Customer Voice application. Check the status of each survey project to ensure they are still in a "Running" state.

Response Collection Stopped: Within the survey project settings, there might be an option to stop collecting responses. Verify that response collection is still enabled for the problematic surveys.

Quota Limits Reached (Less Likely but Possible): Customer Voice might have limits on the number of responses you can collect within a certain period, especially if you are on a specific licensing tier. Check if you've reached any such limits for the affected projects.

Changes to Survey Questions or Logic: While less likely to directly stop response collection, significant changes to the survey structure or logic could potentially cause issues with how responses are processed or linked back to Dynamics 365. Review any recent modifications made to the affected surveys.

2. Integration Issues with Dynamics 365:

Disrupted Connection: The connection between your Customer Voice application and Dynamics 365 might have been disrupted. This could be due to changes in authentication, API keys, or other integration settings. Review the Customer Voice settings related to your Dynamics 365 environment.

Mapping Issues: The way survey responses are mapped back to entities (like Cases or Contacts) in Dynamics 365 might have been altered or broken for the affected survey projects. Check the response mapping configurations within Customer Voice for each survey.

Changes to Dynamics 365 Environment: Any recent updates or changes to your Dynamics 365 Customer Service environment could have inadvertently impacted the integration with Customer Voice.

3. Email Template or Link Issues (Despite Initial Testing):

Accidental Link Modification: Double-check the actual survey links embedded in the email templates for the non-working surveys. It's possible they were accidentally modified or are pointing to an incorrect survey project.

Personalization Issues: If the survey links contain dynamic parameters (e.g., Case ID, Contact ID) to tie responses back to specific records, ensure this personalization is still working correctly for the affected email templates. A broken dynamic parameter might prevent the response from being correctly associated.

4. Customer Voice Application Issues:

Service Outage or Issues: While less common, there could be a temporary service outage or issue within the Customer Voice application itself that is preventing response collection or processing for specific projects. Check the Microsoft 365 service health dashboard for any reported incidents related to Customer Voice.

Troubleshooting Steps:

Thoroughly Review Customer Voice Project Settings:

Log in to the Customer Voice application.

Navigate to each of the 3 non-working survey projects.

Check the Status of the survey (should be "Running").

Verify that Response collection is enabled.

Review any Quota settings or usage.

Examine recent Changes made to the survey design or settings.

Go to Integration settings and check the connection status with Dynamics 365 and the response mapping configurations.

Compare Working and Non-Working Survey Project Configurations:

Carefully compare the settings and configurations of the single working survey project with the three that are not collecting responses. Look for any discrepancies, especially in the integration and response mapping sections.

Test the Entire Workflow (End-to-End):

Send out a test email from Dynamics 365 Customer Service using one of the affected email templates.

Click on the survey link in the received email.

Fill out and submit the survey.

Go to the Customer Voice application and check if the response has been recorded.

Also, check your Dynamics 365 environment to see if the response data is being linked back to the relevant Case or Contact record.

Review Dynamics 365 Audit Logs:

Check the Dynamics 365 audit logs for any recent changes made to the email templates or related entities that might have inadvertently affected the survey links or integration.

Contact Microsoft Support: If you've exhausted the above steps and still can't identify the issue, it's best to contact Microsoft Support for Dynamics 365 Customer Voice. Provide them with details of the problem, the steps you've taken, and the fact that one survey project is still working. They will have access to more detailed logs and diagnostic tools.

By systematically working through these troubleshooting steps, you should be able to pinpoint the reason why your Customer Voice survey responses have stopped being recorded for the majority of your projects. The fact that one project is still working suggests that the core integration between Customer Voice and Dynamics 365 is likely still functional, and the issue lies within the configuration of the specific non-working survey projects.

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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RP-16042019-0 14 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Thanks for the detailed diagnosis, Holly.

Can you please help add a bit more detail tied to my responses to each potential root-cause below (in italics)?

Possible Causes & Solutions

Survey Expiration or Deactivation

Check if the affected surveys have expired or were accidentally deactivated in Customer Voice.

Navigate to Customer Voice > Projects and confirm that the surveys are still active.

How can I verify that the project is still active? Customer Voice only has the following columns in ‘Projects’ – ‘name’, ‘date modified’, ‘surveys’, ‘responses’ and ‘environment’. There is not ‘status’ field to identify if the project is still active.

Survey Permissions & Access

Ensure that the surveys are still accessible to recipients. If permissions were changed, customers might not be able to submit responses.

Same issue as above, the application doesn’t have a section for permission? (just project owners etc.) We are sending the survey to customers so there shouldn’t be any permission controls (i.e. survey link sent on email template in D365 direct to the customers email address)

Survey Response Limits

Some survey configurations have response limits. Verify that the affected surveys haven’t reached a maximum response threshold.

Where can I find the response limits for customer voice? Either way, we have only collected a bit over ~100 responses in the span of 2 months

Power Automate Flow Issues

If responses are processed via Power Automate, check if any flows related to survey submissions have failed or been disabled.

Go to Power Automate > My Flows and review any errors or failed runs.

We do not have any power automate logic tied to customer voice. We are simply adding the survey link on D365 email templates and using those templates to send out to customers within our case management process in D365.

Email Deliverability & Spam Filtering

If responses suddenly stopped, check if emails are being flagged as spam or blocked by recipients’ email providers.

Review email logs in Dynamics 365 Marketing or Customer Insights to confirm successful delivery.

We only use Dynamics 365 CRM (customer service); where can I find the email log section to ascertain if emails are flagged as spam?

Survey Link Format & Tracking

If tracking parameters were added or modified in the survey links, they might be preventing responses from being recorded correctly.

Test sending a survey manually to verify if responses are captured.

We had manually tested that the survey works by sending an existing email template (from D365) to our personal email address and the link works and sends the survey responses back to Customer Voice. It is just strange that it stopped working for a couple of weeks.

Thanks for following up to above.
Russ Pereira

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Inogic 647 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Hi,

There might be a delay or failure in creating survey invitation records in Dataverse, which are essential for tracking responses.

You have to verify the creation of these records to ensure they're being generated as expected. Delays can sometimes occur, so incorporating a short delay in your flow might help.

Hope this helps.

Thanks!

Inogic

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Holly Huffman 6,520 Super User 2025 Season 2 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Good morning, afternoon, or evening depending on your location!

Since the survey links in your email templates appear to be working but responses are not being received for three of the four survey projects - some potential reasons and troubleshooting steps -
Possible Causes & Solutions

Survey Expiration or Deactivation

Check if the affected surveys have expired or were accidentally deactivated in Customer Voice.

Navigate to Customer Voice > Projects and confirm that the surveys are still active.

Survey Permissions & Access

Ensure that the surveys are still accessible to recipients. If permissions were changed, customers might not be able to submit responses.

Survey Response Limits

Some survey configurations have response limits. Verify that the affected surveys haven’t reached a maximum response threshold.

Power Automate Flow Issues

If responses are processed via Power Automate, check if any flows related to survey submissions have failed or been disabled.

Go to Power Automate > My Flows and review any errors or failed runs.

Email Deliverability & Spam Filtering

If responses suddenly stopped, check if emails are being flagged as spam or blocked by recipients’ email providers.

Review email logs in Dynamics 365 Marketing or Customer Insights to confirm successful delivery.

Survey Link Format & Tracking

If tracking parameters were added or modified in the survey links, they might be preventing responses from being recorded correctly.

Test sending a survey manually to verify if responses are captured.

Next Steps

Start by checking survey status and permissions.

Review Power Automate flows and email deliverability logs.

If needed, try sending a test survey from the affected projects and compare results.

Hope this is helpful :)

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