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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

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Posted on by RP-16042019-0

Hi there.

A month ago, we had added customer voice survey links tied to email templates within Dynamics 365 (Customer Service - case management). Customers would click the link, fill out the survey and the responses go back to the 'Customer Voice' application. We have 4x different survey types tied to each email template in Dynamics Customer Service. We recently noticed that we stopped receiving responses from 3 of the 4 survey projects (for a couple weeks now). We tested the functionality of the survey links within the email templates, and they seem to be working fine. It is just strange that we are not getting any responses back, especially since we send out 50 email templates a day.

Any thoughts as to why you think the functionality stopped working? We only have the 1 survey project that is working fine (coincidently it was the first survey project created).

Thank you.

Russ Pereira

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Dynamics 365 Customer Voice

Microsoft Dynamics CRM

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AS-15041545-0 36 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Did your Certificates Expire?

Are you using a Service Account? Did the management of service accounts in Active Directory change at your Organization?

Are the licenses still applicable on the service accounts?

Cheers Anne
RP-16042019-0 8 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Thanks for the detailed diagnosis, Holly.

Can you please help add a bit more detail tied to my responses to each potential root-cause below (in italics)?

Possible Causes & Solutions

Survey Expiration or Deactivation

Check if the affected surveys have expired or were accidentally deactivated in Customer Voice.

Navigate to Customer Voice > Projects and confirm that the surveys are still active.

How can I verify that the project is still active? Customer Voice only has the following columns in ‘Projects’ – ‘name’, ‘date modified’, ‘surveys’, ‘responses’ and ‘environment’. There is not ‘status’ field to identify if the project is still active.

Survey Permissions & Access

Ensure that the surveys are still accessible to recipients. If permissions were changed, customers might not be able to submit responses.

Same issue as above, the application doesn’t have a section for permission? (just project owners etc.) We are sending the survey to customers so there shouldn’t be any permission controls (i.e. survey link sent on email template in D365 direct to the customers email address)

Survey Response Limits

Some survey configurations have response limits. Verify that the affected surveys haven’t reached a maximum response threshold.

Where can I find the response limits for customer voice? Either way, we have only collected a bit over ~100 responses in the span of 2 months

Power Automate Flow Issues

If responses are processed via Power Automate, check if any flows related to survey submissions have failed or been disabled.

Go to Power Automate > My Flows and review any errors or failed runs.

We do not have any power automate logic tied to customer voice. We are simply adding the survey link on D365 email templates and using those templates to send out to customers within our case management process in D365.

Email Deliverability & Spam Filtering

If responses suddenly stopped, check if emails are being flagged as spam or blocked by recipients’ email providers.

Review email logs in Dynamics 365 Marketing or Customer Insights to confirm successful delivery.

We only use Dynamics 365 CRM (customer service); where can I find the email log section to ascertain if emails are flagged as spam?

Survey Link Format & Tracking

If tracking parameters were added or modified in the survey links, they might be preventing responses from being recorded correctly.

Test sending a survey manually to verify if responses are captured.

We had manually tested that the survey works by sending an existing email template (from D365) to our personal email address and the link works and sends the survey responses back to Customer Voice. It is just strange that it stopped working for a couple of weeks.

Thanks for following up to above.
Russ Pereira
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Inogic 462 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Hi,

There might be a delay or failure in creating survey invitation records in Dataverse, which are essential for tracking responses.

You have to verify the creation of these records to ensure they're being generated as expected. Delays can sometimes occur, so incorporating a short delay in your flow might help.

Hope this helps.

Thanks!

Inogic
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Holly Huffman 5,510 on at

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Customer Voice Survey Links on Emails in a Case (D365) - Not Working

Good morning, afternoon, or evening depending on your location!

Since the survey links in your email templates appear to be working but responses are not being received for three of the four survey projects - some potential reasons and troubleshooting steps -
Possible Causes & Solutions

Survey Expiration or Deactivation

Check if the affected surveys have expired or were accidentally deactivated in Customer Voice.

Navigate to Customer Voice > Projects and confirm that the surveys are still active.

Survey Permissions & Access

Ensure that the surveys are still accessible to recipients. If permissions were changed, customers might not be able to submit responses.

Survey Response Limits

Some survey configurations have response limits. Verify that the affected surveys haven’t reached a maximum response threshold.

Power Automate Flow Issues

If responses are processed via Power Automate, check if any flows related to survey submissions have failed or been disabled.

Go to Power Automate > My Flows and review any errors or failed runs.

Email Deliverability & Spam Filtering

If responses suddenly stopped, check if emails are being flagged as spam or blocked by recipients’ email providers.

Review email logs in Dynamics 365 Marketing or Customer Insights to confirm successful delivery.

Survey Link Format & Tracking

If tracking parameters were added or modified in the survey links, they might be preventing responses from being recorded correctly.

Test sending a survey manually to verify if responses are captured.

Next Steps

Start by checking survey status and permissions.

Review Power Automate flows and email deliverability logs.

If needed, try sending a test survey from the affected projects and compare results.

Hope this is helpful :)