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Microsoft Dynamics CRM (Archived)

Voice of the Customer survey, limit number of surveys sent to a contact

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Posted on by Zockan

Hello,

We are evaluating VOTC and have a use case where a contact should receive a survey when a case status has changed to "resolved". We are using a workflow that is triggered by the case status change and sends an email with a survey snippet url. However, we don't want to send the same survey to the same contact multiple times if the person has more cases. Let's say that we only want to send maximum one survey every two weeks to a contact. Is this limitation possible to achieve?

Best regards

Zoë

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  • Suggested answer
    Harish Das Profile Picture
    Harish Das on at
    RE: Voice of the Customer survey, limit number of surveys sent to a contact

    Yes we can achieve the same. Lets suggest some steps.

    1. Create two fields, one is flag field which will be defaulted to No to make sure that VOTC is sent or not. Update this flag to YES when closure mail sent to the customer. and date to capture when you sent closure email to customer.

    2. in your workflow check flag is NO, than send the closure mail.

    3. set this flag to No, when data is less than two weeks.

    Please verify this ANS if it helps to resolve your query

    Regards

    Harish

  • Zockan Profile Picture
    Zockan on at
    RE: Voice of the Customer survey, limit number of surveys sent to a contact

    Thank You, I will try that!

  • Verified answer
    Kumar Viju Profile Picture
    Kumar Viju 1,026 on at
    RE: Voice of the Customer survey, limit number of surveys sent to a contact

    Hi Zoe,

    You give a try with following Logic.

    1. Create a Date Attribute on Contact ( Customer ) - Last Email Sent On

    2. Create a Async Workflow for Case Entity with following Condition. 

    a. Ex of Logic: Considering NO Emails to be sent within 10 days from Last Sent Email to Contact Customer.

    ( Last Email Sent => 2nd October ) Is Greater ( 10 Days Before Process Execution => 10th Oct - 10 Days = 30th Sep ) -- Email will Not be send.

    ( Last Email Sent => 2nd October ) Is Greater ( 10 Days Before Process Execution => 14th Oct - 10 Days = 4th Oct) -- Email will be send And the Last Email Sent On will be updated Current Process Execution Time [This will make sure that again the counter is set and next email will trigger only after 10 Days]

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