Dynamics CRM is all about automation, right? Well, here’s one more small piece that you can automate to make your day-to-day life easier! If you use Dynamics CRM to keep track of cases, you may also want to know if the client was satisfied after their case has been resolved. Well, did you know that there is a super easy-to-use add-on that can help you with this process? PowerSurvey, one of many awesome PowerPack add-ons developed by PowerObjects, gives CRM users the ability to create surveys inside of CRM, send those surveys out from CRM, and collect the survey responses back inside of CRM automatically. One way to send out these surveys is in an email, generated automatically with a workflow. In our case, we’d like to automatically send the client an email when their case has been resolved.
The first thing we want to do is to build the survey we’re looking to send out. While we’re building the survey, we can build different types of questions, such as rating 1-10, dropdown lists, check boxes, text boxes and more. We can also choose a banner image to display at the top of the survey, and choose from one of five different pre-defined style sheets.
The second thing we want to do is build the workflow that automatically sends out the survey email, once a case is resolved. In this workflow, we want to make sure the primary entity is a Case, and that the workflow fires when the record status changes, not when the record is created. Then we’ll need to add to steps. First step will be a check condition to check to see that the status of the case is closed. The second step will be to actually send out the email, with a link to a survey within it.
After we save and publish the workflow, an email with a link to the satisfaction survey will automatically be sent out each time a case is closed.
When a client fills out the survey itself, the response will automatically feed back into CRM, and the survey activity itself will close.
What’s that? You don’t have PowerSurvey in your CRM system, but you’re Interested in giving the add-on a try for free for 30 days? Check out the PowerSurvey web page to get started.