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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / how unsubscribe specif...
Customer experience | Sales, Customer Insights,...
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how unsubscribe specific customers when sending out a project survey.

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Posted on by Community member 20
Hi There,
There was a Complaint from one of the business customers that they received a survey on a project even though that customer isn't subscribed to any of the projects. One way to unsubscribe the survey is to click on the unsubscribe link at the end of the email. But that is something on the customers end, is there a way we as project owner/manager can do to exclude a customer from a survey.
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  • Suggested answer
    RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    Hi,
     
    We analyzed the information you provided but did not find any out-of-the-box features to exclude a particular customer, here are some alternatives we propose.
     
    The alternatives will vary depending on how you send the SURVEY.
    If you are using Power Automate, you can design a branch that does not send a Survey if the customer is a specific user.
     
    If you are sending manually using email, you can control which customers receive the Survey by uploading a CSV file.

     
    If you are using it in conjunction with another application, such as sending emails containing Surveys through Dynamics 365 Insight Journey, you can exclude certain customers by setting up segmentation.
     
    Please refer to the documentation in the link below for details.
    https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-segments
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang
  • Community member Profile Picture
    Community member 20 on at

    The customer feedback survey was set up using Power Automate by someone. I have applied so many conditions and created a flow to send the survey out. 
    In regard to your Response - Does that mean even if a customer isn’t subscribed to any of the projects or pages, they still would receive a survey once their case is closed? 
    , if this is the case, is there any chance by which we can create a condition to exclude customers (who aren’t subscribed to any projects) from the CFS survey being sent?
     

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