How to create a case closure feedback survey in dynamics 365?

Its much important to get the customer feedback after important interactions with customers and especially when a case is resolved. This post gives you an idea about how a case feedback can be created in dynamics 365 and how can it be automated to send on closure of case.

Pre-requisites:

Dynamics 365 CE Online
VOC app installed

Components To Implement:

A Survey created in voice of customer app
A workflow which would be triggered on closure of case
An email template which has the Survey link [snippet copied from survey form]

1. Survey in VOC

a. Access CRM application and navigate to Voice of the Customer > Surveys

b. Create a new survey with the basic details populated. Most of the attributes are self-explanatory. Once filled, save the form.

c. Select ‘Designer’ option from the page selector [ which appears to be the form selector on CRM pages]. Designer page allows the designing of the survey form, previewing the survey form etc.

d. Add the required feedback attribute [ eg: CSAT score] and save the page.

e. Once saved, access the Survey page. If the survey responses are required to be in a separate entity [ for better reporting] an option setting is there to enable the Feedback entity generation. If not required, skip and proceed to step g.

f. Fill the details in the Feedback section – to generate a feedback entity.

g. Publish the survey. Now survey is ready to distribute.

h. Under the Invitations & Actions section, Email snippet (survey link) is generated. To copy the survey link, click on the button ‘M COPY SNIPPET’ and paste it to notepad for later use.