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My organisation has recently implemented Incident / Case management within Dynamics 365. As part of this feature we have configured a Customer Voice Survey to be issued via Power Automate when a Case is resolved.
The config of the pertinent step of the flow can be seen below.
Irrespective of how we setup the flow we encounter a problem at the same point (we have tried with the out of the box flow generated by CV which uses the legacy connector and also by writing our own flow using the dataverse connector). Our survey is always issued to the customer, upon response to the survey the Customer Voice Survey entity is populated with the correct data:
However, the Customer Voice Survey Question Response entity remains unpopulated. (Yes I know that's strange as the screenshot above would indicate this data is within D365, however, it isn't. I've checked this using SQL, advanced find etc. I believe the form above uses a specific component to render the data from customer voice.
Has anyone encountered this problem previously?
We have identified one possible solution but I'm not very happy with it (highlighted in yellow above). If we remove the regarding field from the cloud flow and send a customer voice survey without the incident / case populated this means we *do* receive the Customer Voice Survey Question Responses as well as the Customer Voice Survey entity data. So as a workaround via the cloud flow we populate our custom field with the case which would otherwise have gone into the regarding field.
I'll be logging this one with MS shortly but we don't have premier support so wondering posting here might get me somewhere faster
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