Send a survey by using Power Automate
Microsoft Forms Pro has evolved into Dynamics 365 Customer Voice, providing you with additional survey capabilities and business benefits. The change is being introduced in phases and will be available in all geographical regions in the next few weeks, except for US Government Community Cloud customers. Dynamics 365 Customer Voice will be available on US Government Community Cloud by October 2020. For more information, see the Dynamics 365 Customer Voice documentation.
After creating a survey, you can send it to respondents based on a business trigger—resolution of a case or fulfillment of an order, for example. You can either select a built-in template or create a flow from scratch by using Power Automate. The following flow templates are available out of the box in Forms Pro:
- Send a survey when a case is resolved in Dynamics 365: This template sends a survey when a case is resolved in Dynamics 365.
- Send a survey when a lead is qualified in Dynamics 365: This template sends a survey when a lead is qualified in Dynamics 365.
- Send a survey when an order is fulfilled in Dynamics 365: This template sends a survey when an order is fulfilled in Dynamics 365.
- Send a survey when a button is clicked in Power Apps: This template sends a survey to the specified list of recipients when a button is clicked in Power Apps.
- Send a survey when a case is closed in Salesforce: This template sends a survey when a case is closed in Salesforce.
To send a survey by using Power Automate:
Open the survey you want to send, and then select Send from the toolbar at the top of the page.
Select Power Automate, and then compose the email.
Select Configure Flow.
To configure a built-in flow, select a template. For information about creating a flow from a template, see Create a flow from a template in Power Automate.
To create a flow from scratch, select Create from blank. For information about creating a flow from scratch, see Create a flow in Power Automate.
- While configuring a flow, the template page might display duplicate templates. To resolve this issue, navigate out of the tab, and then come back to create the flow again.
- If you have added personalized data in your survey, you must specify their values in the flow. More information: Specify values in a flow
- Select Create Flow.
When you send a survey by using Power Automate, a survey invitation record is created. You can associate your survey invitation and response with Common Data Service.
Send a survey action
This action sends a survey to a specified list of recipients and creates a survey invitation for each recipient. You can also associate your survey invitation and response with Common Data Service. When you create a flow from scratch, this can be achieved through the Regarding and Recipient details fields in a flow. If you choose to create a flow from a template, the Regarding and Recipient details fields are populated accordingly.
Let's say you need to send a survey on every case closure. You can use the Regarding field to specify the case record so that when an invitation and response are created on a particular case resolution, they're attached to the specific case. The case manager then can set up reports to show customer satisfaction (CSAT) scores by case, or reopen a case if the CSAT is very low.
Use the Recipient details field to associate your survey invitation and response records to the appropriate contact (the recipient). This allows sales personnel or anyone to see the contact record and the response of the customer. This can help them formulate their conversation with the customer accordingly.
|To||Email address to send the survey invitation. If you're entering multiple email addresses, separate them by a semicolon.
Note: The email address should be valid and should not return null.
|Survey||Survey to be sent.
Note: You must select a survey from the list and not enter a custom value.
|Email template||Email template to be used while sending the invitation.
Note: You must select an email template from the list and not enter a custom value.
|Regarding||Record to associate survey invitation and response. This value is stored in the survey invitation's Regarding field.
Note: You must enter entity logical name in this field.
|Recipient details||Contact to associate your survey invitation and response records with. This value is stored in the survey invitation's To field.
Note: Only the Contact record is supported.
If you've used personalized data placeholders in your survey, those fields will be visible in this action and you can specify the values accordingly. More information: Specify values in a flow
The values from the Regarding and Recipient details fields are stored in the survey invitation as shown in the following image.
The To field isn't displayed by default on the form. You must go to Advanced Find, search for the invitation, and add the required columns to see their values.
View flow history
Flow history is the information that's stored for each survey as you configure flows to send a survey. Before configuring a new flow, you might want to know more about the flows that are already configured for the survey. Flow history gives you the required information about the configured flows, such as the total number of runs, failures, and so on.
Flow history is displayed in a grid with the following information:
Date modified: Date when the flow was modified.
Flow: Name of the flow.
Message template: Email message template(s) used by the flow.
Runs: Total number of times a flow has run. Values of up to 200 are displayed. If a flow has run more than 200 times, 200+ is displayed as the count. You can select the count value to view more details about the run.
Failures (last 200 runs): Number of times a flow has failed out of the last 200 runs.
Status: Status of the flow: on or off. You can update a flow's status from Power Automate. For more information, see Manage a flow.
If required, you can also edit a flow by selecting the Edit symbol. The flow editor opens in Power Automate, from which you make your changes.
To view flow history:
Open the survey for which you want to view flow history, and then select Send from the toolbar at the top of the page.
On the Power Automate tile, select Flows configured.
A grid with the configured flows is displayed.