Introduction
Dynamics 365 Customer Voice can be used to send surveys to customers, prospects, and internal employees and to view and analyze responses. These tasks can be accomplished directly within Dynamics 365 Customer Voice. The strength of this service is revealed when you use it in conjunction with Microsoft Power Automate.
Power Automate provides you with the ability to create workflows of varying complexity so that you can automate processes between apps and services to run when they are triggered by specific actions such as a case being closed, a product being purchased, and a visit being completed.
When using Dynamics 365 Customer Voice, you might have a variety of reasons for needing Power Automate, such as:
Sending surveys automatically based on customer activities within business applications. For example, you might need to send a survey after a customer service call or after an order has been delivered.
Sending a tracked survey link through a text message, messaging app, or social media channels.
Populating survey variables with customer information to use in survey questions and branching rules, which results in a personalized survey experience.
Setting the survey language explicitly for each survey recipient by using the default locale variable.
Setting automatic follow-up actions based on the scores for specific satisfaction metrics that are set up on a survey.
Using Power Automate as part of the Dynamics 365 Customer Voice projects will provide a significant extension to the features and functionality of the entire survey feedback solution that is used by any organization. Power Automate has over 300 connectors (and counting), which provides people with the ability to use triggers and actions to link Microsoft services and other solutions. This module will explore some of the many ways that you can add Power Automate to your Dynamics 365 Customer Voice survey feedback processes.