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Microsoft Forms - Add a Row to Case Table

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Posted on by tpurifoy 15

I am trying to create a fairly simple Microsoft Form that allows a user to enter a Help Desk Request (case).  The results would be added to a row in the CASE table in my application, where the Help Desk staff would see the case, and one of them would contact the user, resolve it...etc. 

The problem I am running into is that I cannot figure out how to attach it to a contact or account.

I cannot seem to make the MS Form "Contact" sync with the "Contact" in my Customer Service environment.  I can match all the other fields like Title, Description...  But I cannot sort out how to have the customers case attached to the corresponding contact record in Dynamics.  

I'd appreciate it if someone could point me in the right direction.

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Microsoft Forms - Add a Row to Case Table

    Hi tpurifoy,

    It sounds like this:

    https://www.ameyholden.com/articles/automate-dynamics-365-marketing-form-submissions-for-custom-tables-with-power-automate

    If you need to get your clients to register cases, why not using portal?

    https://readyxrm.blog/2019/07/04/dynamics-365-customer-self-service-powerapps-portals-creating-a-case-on-behalf-of-another-account/

  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Microsoft Forms - Add a Row to Case Table

    Hi ,

    I meant before creating a case you need to pull the contact from CRM based on the emailId and while creating the case you have to pass the contact id into it.

  • tpurifoy Profile Picture
    tpurifoy 15 on at
    RE: Microsoft Forms - Add a Row to Case Table

    In PowerAutomate I have:

    When a new response is submitted

    +

    Get Response Details

    But I cannot find a specific connector for creating a case.  I DO have "Add a new row" Dataverse.  That allows me to take the info from Get Response Details, and add a row to the Case table.

    The problem is, it is not connecting to the Contact.  I tried using the responder email address, but that errors out as well.

    Is that what you are referring to?  Thanks for your response.

  • Suggested answer
    Naveen Ganeshe Profile Picture
    Naveen Ganeshe 3,393 User Group Leader on at
    RE: Microsoft Forms - Add a Row to Case Table

    Hi tpurifoy 

    You can use power automat to do that. Microsoft has a connector for MS forms when any response is submitted and in the next step, you get create a case then fetch the existing contact by email you get in response details.

    Now you have all the details to make the link between the case and the contact 

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