Dynamics Community Forum Thread Details

I have a set of customers who have participated in a customer voice survey via an invititation to CV sent through Journeys. The invitations are unique links.

I am not able to create a segment from these contacts who have responded a certain way - i.e. 'Yes' in a survey question.

If I try to segment I simply see no contacts in the list.

Digging deeper - it seems contact ID is not saved on the survey response, or on the survey invitation object. If I access the survey response object in Dynamics I can see the contact in the 'from' field, but there is not a link to the contact in the normal way. It is persisted as text in JSON under the 'msfp_contextparameters' field of the survey invite - so I cannot query this in segment builder.

Is there a way around this issue? How can I build a segment based off survey responses that were obtained via a journeys unique email?

Categories:

Dynamics 365 Customer Insights - Journeys

Dynamics 365 Customer Voice

Hello AC-04040820-0,

You've hit upon a frustrating limitation in the integration between Customer Insights - Journeys (CIJ) and Customer Voice (CV) when trying to segment based on survey responses from unique invitation links. The core of the problem lies in how contact information is stored (or rather, not stored) in the survey response and invitation entities.

Here's a breakdown of the issue and the potential workarounds, though they are not all ideal:

Understanding the Problem:

Unique Invitation Links: CIJ uses unique invitation links to track survey responses back to specific contacts.
Missing Contact ID: The contactid is not directly stored on the survey response or invitation entity.
JSON Context Parameters: The contact information is embedded as JSON within the msfp_contextparameters field of the survey invitation.
Segment Builder Limitations: The segment builder in CIJ cannot directly query JSON fields, preventing you from filtering based on contact information within the survey responses.

Workarounds (With Limitations):

Power Automate and a Custom Entity (Recommended but Complex):
- Concept:
  - Use Power Automate to extract the contact ID from the msfp_contextparameters JSON and store it in a custom entity.
  - Create a relationship between the custom entity and the contact entity.
  - Create a relationship between the custom entity and the survey response entity.
  - Then you can build a segment based on the custom entity.
- Implementation:
  1. Create a Custom Entity: Create a custom entity to store the contact ID and survey response information.
  2. Power Automate Flow:
    - Trigger: "When a record is created" on the "Survey Response" entity.
    - Parse JSON: Use the "Parse JSON" action to extract the contact ID from the msfp_contextparameters field of the related survey invitation.
    - Create a Record: Use the "Create a record" action to create a record in your custom entity, storing the contact ID and survey response ID.
    - Create the relationships between the entities.
  3. CIJ Segment: Create a CIJ segment based on the custom entity, filtering by survey response criteria and contact relationships.
- Advantages:
  - Allows you to segment based on survey responses.
  - Automated process.
- Disadvantages:
  - Complex to set up.
  - Requires Power Automate development.
  - Adds an extra entity to your Dynamics 365 environment.
  - Can cause delays in segment population.

Manual Data Export and Import (Not Recommended for Automation):
- Concept:
  - Export survey responses and contact information to Excel.
  - Manually match responses to contacts based on the JSON data.
  - Import the data back into Dynamics 365 as a marketing list or custom entity.
- Limitations:
  - Highly manual and time-consuming.
  - Not scalable for ongoing segmentation.
  - Prone to errors.

Custom Code (Plugin/Web API) (Advanced):
- Concept:
  - Develop a custom plugin or use the Web API to extract the contact ID from the JSON and populate a custom field or related entity.
  - Then use the custom field, or related entity for segment building.
- Limitations:
  - Requires development expertise.
  - More complex to set up and maintain.

Recommendations:

Power Automate and a Custom Entity (Option 1) is the most recommended approach, despite its complexity. It allows for automated segmentation based on survey responses.
Avoid manual data export and import (Option 2) unless absolutely necessary.
Custom code (Option 3) should only be used for very complex scenarios.

Important Considerations:

Microsoft Feedback: Provide feedback to Microsoft about this limitation. Request a direct relationship between survey responses and contacts.
Data Integrity: Ensure that your Power Automate flow and custom entity maintain data integrity.
Performance: Be mindful of performance implications when processing large volumes of survey responses.

By implementing the Power Automate and custom entity workaround, you can effectively segment contacts based on their survey responses from CIJ journey invitations.

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

Community site session details

Journeys - unable to segment based on survey response

Helpful resources

Quick Links

Responsible AI policies

Neeraj Kumar – Community Spotlight

Congratulations to the November Top 10 Community Leaders!

Leaderboard > Customer experience | Sales, Customer Insights, CRM

Featured topics

Product updates