Send Forms Pro Survey On Case Closure

*** NOTE: ALL INFORMATION IS ACCURATE AT DATE OF PUBLISHING ***

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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:

24 thoughts on “Send Forms Pro Survey On Case Closure

  1. Hi Megan,

    Thanks for great content.

    How would you compare using Pro Forms to Voice of the Customer?

    Best regards,
    Mikko

    1. Hi Mikko, thanks for visiting my site and for posting a comment! I wouldn’t compare it just yet, but it’s something that I will be working on as a blog post, but probably in a few more weeks. I need to dig a little further before I am comfortable comparing the two. 👍 Not sure if we are connected on Twitter, or if you have subscribed to my blog, but that way you can be kept up to date and be notified when the new posts come out.

    1. Hi Peter. Yes, the Forms Pro survey entities are all stored within the Common Data Service, as are all of the D365 entities. As they are all stored in the same place. it’s starting to make more sense within a Flow to use the CDS connector rather than partly using the D365 connector, and partly using CDS. Hope that helps?

    1. Hi Magda, thanks for the comment! It’s not possible at the moment to pass parameters back as answers. You can only pass your parameters in to your emails, or as part of questions or descriptions in the survey itself. Hopefully this is something we will see in the future!

  2. Hey!
    I have created a Survey on MS Forms Pro and linked it up Case entity using Flow. I now get an email when a case record is updated. However I want to now link the responses that I get with the case number that triggered the invite.

    Any ideas on how I can have the case number on the responses data of a survey.

  3. Hi Megan,

    Do you have any insight on the Forms pro entity names? I see that in one of my demo environments there are 7 new entities that start with the name “Forms Pro” i.e. “Forms Pro survey invites”.

    I have done my example Forms Pro survey and Flow exactly as your tutorial describes but I can’t see any records related to the Case record. None of the new Forms Pro entities are in a relationship with the Case entity. None of the entities searched from Advanced Find has records. Only empty tables (tried Survey, Survey Activity, Survey Response, Forms Pro survey response, Forms Pro survey questions, Forms pro survey invites, Forms pro question responses, Forms Pro surveys, forms pro email templates.) Which one of these entities should populate when implementing the tutorial in this blog post I’m curious. Am I having a version problem what do you think?

    Thanks for the great tutorials all in all, they’ve really helpful.

    1. Hi Ilona, when you have created your Forms Pro survey, in the top right of Forms Pro, what does it show as the environment? Does it show your Sandbox or Production Dynamics 365 Customer Engagement environment, or does it show default? If it shows default then no, you won’t see those in your D365 environment. Try and create the survey again in your Sandbox environment, then fill out the survey. Then look at the new entities and you should see data.

      1. Hi Megan, thanks for answering so quickly!
        Yes you were absolutely correct: my flow was located in the CDS instance instead of the correct Dynamics 365 instance. Now it works! Thank you so much.

    1. Hi Mariano! Thanks for the comment and reading my blogs! The responses from a Forms Pro survey go directly in to CDS. The beauty of this is that you can then trigger surveys to go out based on other events within CDS. So, for example, on this post, closing a case in CDS (Dynamics 365 Customer Engagement in this instance) can be the trigger to send out a survey. With Forms, this isn’t the case. So your only option is to do something more manual, and then it wouldn’t be possible to tie it back in to the case.

  4. Hi Megan! Thank you so much for the help this post gave me! I have a few questions for you.

    1. Can you personalize the email template beyond just first and last name? For example, we’d love to have the name of the support agent in the email.
    2. Have you seen a way that you can you set a default value for a question in a survey?
    3. Can we bypass the Forms Pro email templates altogether and send our own html template from Flow?

    Thank you so much!
    Deanne

    1. Hi Deanne, glad it helped, you are welcome!
      1. Check out this post for sending a customised email. You can only do it if you use the Create an invitation step in FLOW, not by sending out a survey request: https://meganvwalker.com/creating-an-invitation-to-a-forms-pro-survey/
      2. You can not default a value in as a response to a question. You can default in values within a question text, or the description at the top of the survey using parameters which you can see in this post: https://meganvwalker.com/add-personalisation-to-form-pro-survey/
      3. YES!!! See point 1 and 2 above 👍😊

  5. Interesting blog. I have tried to set up the FormsPro Flow connector, but ran into this issue: The Flow and FormsPro survey run flawless for ME, but for all other users the Flow stop on thw FormsPro step (400 bad request). I guess this is because FormsPro surveys are personal – yes, they can be shared for collaboration, but other users can not use mye surveys in their flows. Something I miss here?

    1. Hi Paal, so the other users are creating different FLOWS but for surveys YOU have created? just want to make sure I understand correctly.

        1. OK, thanks Paal. So I just tried something. I logged in to D365CE with a user that didn’t have access to Forms Pro. I was able to close a case which triggered a Flow to run, and create a Forms Pro invitation and send out an email. It worked. Based on the screenshot in the post you have on the forum, the difference between our flows is that you have used the D365 connector rather than the CDS connector (which is where the Forms Pro entities are stored). I would try the flow again with the CDS connector instead and see if that resolves things for you.

          1. Thanks! Nice spotted! I wasn’t on that path because the D365 connector has nothing to do with what happens between powerapp and FormPro, but since it work for you I will look into this.

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