Create a response routing rule to ask additional questions for a Voice of the Customer survey

When you want to ask additional questions based on responses in a Voice of the Customer for Dynamics 365 survey, create one or more response routing rules for the response you want more information about.

For example, for the question How likely is it that you would recommend us to a friend?, you can create a response routing rule to ask the reason if someone responds Not likely.

  1. Click the down arrow next to your survey name at the top of the screen.

  2. Click Response Routings.

  3. Click Add New Response Routing.

  4. Enter a name for your survey in Name, and then click Save so you can continue editing your response routing.

  5. In the Conditions area, click + to add a condition.

  6. In the Response Condition screen, select the question you want to get more information about, specify the operator (for example, equal or greater), enter a comparison value, and then click Save.

  7. In the Actions area, click + to add an action to take.

  8. In the Name field, click the search button, and then click + New.

  9. In the Response Action screen, enter a name for the action and specify the scope:

    • Client. Choose this if the action occurs within the survey (for example, show or hide a question). In the Client area, select the survey and the action to take, and then click Save.

    • Server. Choose this if the action occurs outside of the survey (for example, request contact or unsubscribe). In the Server area, select the action type and select the users or queues to notify, if applicable, and then click Save.