One of the most common reasons for sending out a survey request, is for the customer services team to get feedback upon the closure of a support case or ticket. Using Microsoft Forms Pro, we can have an email triggered once a case is closed in Dynamics 365 CE (CRM) using a mixture of an email template and Microsoft Flow. Let’s look at how to achieve this.
Once your survey is complete, click on Send Survey to get to all of the options. First thing, we will click on the Microsoft Flow option. which will first take you through the Email step so you can create or select a template to use. In the template section, click on Default Template and select one that might be closest to what you want to send out.
Click on the Save As button and give your template a new name so you aren’t overwriting the standard ones.
Once you have your new template, you can then make any changes as needed.
We can personalise the email by adding in either the First or Last name of the recipient. Click on the Personlise link for the drop-down containing the two parameters.
After clicking on one, you will see it added to your email.
We can also use this on the survey itself and personalise it with the recipients name.
Next we move on to configure the Microsoft Flow. There are five templates that already exist which you can pick from. Select the ‘Send a survey when a case is resolved in Dynamics 365’ option. A couple of things to note. Rather than connecting to D365, we are going to use the Common Data Service (CDS) connector. This is a premium connector, which means there is a cost associated with it, so check your license to see if you already have that covered, or if you need to investigate further. Connect to the CDS and Forms Pro connectors.
Now click to configure your flow. Once done, you will see this message. You could trust that it’s all set up and sorted, but you should probably go and check Flow just to be sure it doesn’t have any errors or anything you want to change about it.
Alternatively you can build your own Flow and create it from scratch. This displays the flow builder right within Forms Pro.
If you go back to the survey and click on Send Survey, you can see how many Flows are configured. Click on the part which shows the number of flows.
You can now see a list of all of the flows linked to this survey, with which message template is being used, how many times it has run, any failures and the status. Click on the pencil icon to open it in Flow.
Looking at the Flow that was created it will run when a case record is updated with the scope of Organisation. We then have a condition to check and make sure the case is resolved, which is a Status Reason Value of 5.
We then have a branch which does nothing (If no) if the case wasn’t resolved, and (If yes) if it was resolved, do another check to see if the customer is a type of account.
If it is, then we will get the Account record so we can use details from it, but if not, it must be a Contact so we get the Contact record from the case.
It uses the Forms Pro action to actually send out the survey to the person (or account) listed on the case. In the To field, we are going to add the email address field from the Get Contact action step. We can then pick the Survey, and then pick the Email Template we want to use. The regarding and recipient details are added using the format of entity type name, entity id. For the email, we customised it and have the Contacts first name on there, so we need to be able to get that first name from the Contact record. This would only be relevant if you always have a Contact on a case, so you can adjust to suit your purposes (or maybe build your own from scratch). We are using the Get record 2 step for CDS to pull in the First Name.
Now we close out a case and wait for the Flow to run. Here we can see the email has come through and the first name is displayed correctly.
We can also see the first name at the top of the email in the description within the purple section.
Want to just watch how to do this? Check out the video below: