Dynamics Community Forum Thread Details

Hello SB-08051316-0,

Yes, you can definitely automate the assignment of alerts for negative Customer Voice survey responses to specific people based on the region indicated in the survey response. This would typically involve using Power Automate (Flows) to listen for new survey responses and then route the alert or the resulting record to the appropriate user or team.

Here's a general approach and the steps involved:

1. Identify the Region Information:

First, you need to know how the region is captured in your Customer Voice survey. This could be:

A specific question in the survey asking for the region.

Inferred from other information like the respondent's address (if collected).

Make sure the survey data includes a field that you can use to determine the region.

2. Create a Power Automate Flow:

You'll create an automated flow that triggers when a new survey response is submitted.

Trigger: Use the "When a response is submitted" trigger from the Microsoft Forms Pro (which is now part of Customer Voice) connector. Select the specific survey you are interested in.

3. Check for Negative Responses:

You'll need a condition to determine if the response is "negative." This depends on how you define a negative response in your survey (e.g., a low score on a rating scale, a specific answer to a question).

Action: Use a "Condition" control. The condition will check the value of the survey question(s) that indicate a negative response.

4. Determine the Region and Assign Accordingly:

Inside the "If yes" branch of your condition (meaning a negative response), you'll add logic to determine the region and then assign the alert or a related record.

Action: Use another "Condition" control or a "Switch" control to check the value of the region field from the survey response.

Action (within each region's branch):
- To Assign an Alert (if you have a custom alert mechanism): You might have a custom entity for alerts. In this case, you'd create a new record in that entity and assign the "Owner" to the appropriate person or team based on the region.
- To Assign the Customer Voice Response Record: You can directly update the "Owner" field of the Customer Voice survey response record itself. Use the "Update a row" action from the Dataverse connector, select the Customer Voice response entity, use the response ID from the trigger, and set the "Owner" field to the appropriate user or team based on the region.

Example Flow Structure:

Trigger: When a response is submitted (Microsoft Forms Pro) - [Your Survey Name]

Action: Get response details (Microsoft Forms Pro) - [Your Survey Name] - Response ID from trigger

Condition: Is the response negative?
If yes:
Action: Get response to check region (Microsoft Forms Pro) - [Your Survey Name] - Response ID from trigger
Switch: What is the region? (Based on the region field in the response)
Case 'North America':
Action: Update a row (Dataverse) - Assign to North America Team/User
Case 'Europe':
Action: Update a row (Dataverse) - Assign to Europe Team/User
Case 'Asia':
Action: Update a row (Dataverse) - Assign to Asia Team/User
Default:
// Optional: Assign to a default team/user
If no:
// Optional: Handle positive/neutral responses

Steps to Implement:

Identify the Region Field: Know the exact name (schema) of the survey question or data point that contains the region information.

Define "Negative Response": Determine the criteria for a negative survey response.

Create the Power Automate Flow:
- Start with the Customer Voice trigger.
- Add the condition to check for a negative response.
- Implement the logic (Switch or nested Conditions) to check the region.
- Use the Dataverse "Update a row" action to assign the Customer Voice response record to the correct user or team based on the region.

Is this the right forum? While this forum is generally focused on Dynamics 365, Power Automate is a key component for extending its functionality, so your question is relevant.

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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