How to link customer voice survey responses with case

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Posted on by D365EL

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Hello Community,

I am looking to accomplish the following requirements. Would anyone how this could be done, presumably using Power Automate flow?

- When a case record in Dynamics 365 customer service is resolved, trigger a survey in Dynamics 365 Customer Voice to the customer contact on the case, and link the survey to the case so that we can see on the case record what surveys have been sent out

- When the customer contact submits the survey - after the survey response has been created, associate the survey response record back to the case

Thanks!

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Leah Ju Microsoft Employee on at

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Hi Partner,

You can integrate Dynamics 365 Customer Voice with Dynamics 365 Customer Service, then you can achieve your goal.

Prerequisite: You must install Dynamics 365 Customer Service in the same tenant as Dynamics 365 Customer Voice.

You can send a survey automatically to customers as soon as a case is resolved in Dynamics 365 Customer Service.

When a customer submits a response to a survey, it's attached to the case. You can open the response record from the case's timeline

https://learn.microsoft.com/en-us/dynamics365/customer-voice/integrate-cv-cs

I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
Regards,
Leah

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