How Microsoft Forms Pro works with Dynamics 365
Forms Pro extends the basic survey capabilities of Microsoft Forms through extended integration with Dynamics 365, and hundreds of apps and services using Power Automate.
Posted survey data is stored in Dataverse (previously known as the the Common Data Service), part of the Microsoft Power Platform, which connects this across Microsoft Dynamics 365, Power BI and other familiar applications.
Scroll down to the foot of this post to see our video demonstrating how Forms Pro works with Dynamics 365...
JULY 2020 UPDATE: Forms Pro Moves to Dynamics 365 Customer Voice
Forms Pro can be used to create satisfaction surveys and handle other forms to collect feedback and gain insights.
A major difference compared to the starter Microsoft Forms solution is how Forms Pro simplifies survey distribution. This includes using Power Automate flows that are triggered as part of routine interactions in Dynamics 365 and other model-driven apps.
For example, available templates include triggers that will send a survey when:
- A case is resolved in Dynamics 365
- A lead is qualified in Dynamics 365
- An order is fulfilled
- A record is updated in Dynamics
- A button is clicked on a Power App
In addition to these standard templates, additional flows can be created from scratch to fit bespoke requirements.
Individual email survey invites can be sent within Forms Pro. Also, by leveraging Dataverse, individual Dynamics 365 contacts can be selected. Or, look up Dynamics contact lists / views to send bulk survey invitation.
For example, this would enable a satisfaction survey to be quickly emailed to a pre-defined list of top clients.
Other survey distribution options cover QR codes, sharing surveys through a unique link, and embedding surveys on a web page by pasting in a code snippet.
Contextual data from Dynamics 365 and connected apps can be piped in to personalize each survey invite. This can reflect first names, account ID's and case references.
In addition to inbuilt Forms Pro response analytics, having survey data stored in Dataverse means that results can be combined with other business data through Power BI reports to avoid the need to manually transfer data.
Additional capabilities for Forms Pro include:
- Advanced question types
- Branching logic
- Survey translations
- Sentiment analysis
Viewing Survey Responses in Dynamics 365
Non-anonymous survey invites and response are written back to Dynamics 365 contact records. These entries are shown on the Timeline and can be filtered alongside other entries.
Clicking a survey response from the Timeline view opens the record where answers are shown against each question.
In addition to a contact, survey response are associated with a survey and survey invite records. These entities can be added to the site map enabling users to easily access and report on aggregated survey responses in real time within Dynamics.
How Microsoft Forms Pro works with Dynamics 365
Demonstrating how Forms Pro connects with Microsoft Dynamics 365 to personalise, send and report surveys. This includes: applying a Dynamics environment to a survey, sending surveys to Dynamics 365 contacts and views by email, how survey responses are posted to contacts, viewing survey responses in Dynamics and using Power Automate to trigger survey invites.
First lets looks at how we get into Microsoft Forms Pro. If you are already using Office 365 / Microsoft 365, click on t…
First lets looks at how we get into Microsoft Forms Pro.
If you are already using Office 365 / Microsoft 365, click on the waffle, then click into Forms application. You might need to click ‘all apps’…
As soon as you click into that it will take you into Forms. If you've already been using Forms and you want to get into forms Pro you might find that sometimes they get stuck in a bit of a loop. You can click over on your profile and switch between the old Forms and Forms Pro.
Once you're in Forms Pro you can click new Pro Survey and you start building out some surveys.
Be very mindful that you have to pick an environment for each survey. If you find you've created a survey and it's in the wrong environment, you can click [the survey tile] and select either ‘copy’ or ‘copy to’ to copy this to another environment.
Once you go into a survey you can then start adding in some questions.
Click ‘add new’ and it will give you a few different types of options.
This is a text so we can type in the question. You can put in things like is this going to be a mandatory question that needs to be answered, is it visible, you can have subtitles in there. Once you've put these questions in you can copy these, or if you need to delete anything. I can also move these up and down so if I wanted that to be question 2 I can just easily move that up.
When typing in a question we have the option of adding in variables. Here you can see first name, last name and email are variables that I've already got added to the system. You can add a new variable in this areas, or clicking on here [top right Forms Pro ribbon] on the ellipsis and click survey variables. Then click new variable here and then you can add in a value in here.
If you're in this section you remove any variables that you might have previously added but not first name and last name which are the only two variables that come out of the box. You can add to this so I’ll put email in here.
All this would mean is whoever we're going to send this to eventually, whether this is going from a Dynamics view, whether this is going to be a trigger using Power Automate, or an individual email send, it will always pull in the variable that you've specified in your survey question or in your email subject.
If we look at question one I've just put ‘How would you rate our customer service?’ and when I clicked into here we then added in this variable. Just by positioning where you want to add the variable you click where you want it to appear and then of course you can pull from those variables that you've got stored. I’ve just put the first name and space so whoever I send it to then it's going to say their name and then obviously it's gonna ask that question.
There are loads of other things that you can do in here on the questions. You know it's this sort of ratings field that you can have, different styles, numbers, smiley's, different levels you can have…
You can also have branching rules as well if you need to you. You could say based on this being that maybe based on this being a rating of three or above, then move to question three, or skip question three and four and move to question five. You can have branching rules and here on these questions if you need to.
Once you've done that you can then set yourself a nice theme. You can change the colour control, you can click on the plus to add your custom themes and add your own logo. Once you've done that if you want to just quickly preview it you click on the preview tab here it will show you what it looks like and how it's going to render on a computer or on a mobile device.
Send Options & Viewing Posted Surveys in Dynamics 365
Once you’re happy with the preview and the theme, you can click on the send option over here on the top right. As soon as you click, you've got five different options. If we click on email you can see you can embed your survey into an individual email, which we're going to come onto in a second, and how you can send this out.
Power Automate allows you to put this into a trigger so we can create a Power Automate flow for this and then I have a trigger based on a value.
We've then got the embed option, so as soon as you click embed you can select how it displays, select the embedded style, what it looks like, and then you can generate the code. Then you give this to your website developer and you can embed this on your website.
You've got the link option. If you click on link you can see it gives you a generic link. You just click copy and then you can extend this out externally however you need to, in whichever forms you need to send it out in.
The last option here is a QR code. You can download the QR code and then again share this externally for people that might need to scan this on the QR code scanner app.
So, the email send option…
You can see once you click on the email send it will pull in your survey into your body of your email. You can start typing in here ‘dear whoever’ it is that you're searching for. You can you can mess around with this, equally you have these email send templates so if you wanted to pick a predefined one that you've got saved, you can see it will then just give you, dear ‘first name’, thank you for contacting us and all the details.
You can then go through and tweak this you can change the font sizes, you can embed some images, embed tables into here. It's a rich text editor, you can use this insert option to insert the survey link down here [in the email body]. Of course, you can embed this unsubscribe option as well which will write back to your common data service if people opt-out.
As we did with variables in the survey, you can say dear ‘first name / last name’. Then we are ready to send this…
The email subject line is pulled in from this template. You could just create this from scratch and then click ‘save as’ to save this as a template going forward. It would then be available in here as a drop-down the next time you want to send another email survey.
When it comes to sending to recipients, I certainly type in just somebody who's in my [Dynamics] contact list. I could send this just to Helen, for example if I needed to here. That will pull that person in, and the variable will be set, so it's going to say ‘Dear Helen’ it send it to her first name because that's stored against the contact here in the Common Data Service.
Or, I could start typing one of my views that are coming from Dynamics 365. I've got this ‘top clients’ view so if I pick that it’s going to send the survey email to the individual contact [Helen] and to all my top clients.
Just to show you that, I’ll flick over here to my Dynamics instance, and in my contacts, you can see it's looking at all of my personal views and any other system views that I have. In here [Top Clients view], it’s going to go to all these people. You can see Helen Brown is already on this list so it's going to go to her.
This is where you can put in views [for survey email recipients] that's really useful. Equally, you could quite easily just come over here [Import Recipients in send email screen] and click import recipients to import straight from a CSV file if you need to.
Once you are happy with that, just then click ‘send’ down here. I'm not going to send it to those people for now, so I'm just going to send it just to Helen just to show you how this renders.
You then click ‘send’ and it will say if you've adjusted this template, you can just click Save, or you can send it without saving. If you click Save, it will go into the templates list. For now I'm just going to click send without saving and then it allows you to then go through and do another email…
If we now come over to Helens email box, you can see this is logged in as Helen and this is what it looks like. You can see the variables coming through so ‘Dear Helen’ of course, there's the embedded link we had, there’s the embedded link that we had and there's the unsubscribe link. Helen can then click in here to start the survey. Again, we used a variable in question one so it's now prefixing as ‘Helen, overall how'd you rate our service’. She said we're brilliant so we've got this dissatisfied through to happy [survey smileys]
And we're going to give a rating of 9 as well [to question two] as she is extremely likely to recommend us to a colleague. Helen fills this out, clicks ‘submit’ sees the ‘thanks for your response’ message.
If we now come back to Dynamics and click into Helen Brown's contact record, you can see this will now write back to the system. Here is the initial invite we sent her out [in the Timeline], so this will appear for all the people who we send the survey to. The fact that Helen has gone through and filled out a response you can see we see this response also on her Timeline.
When we click in this and open this record, you'll see all the details around this response. It's Helen, it's around this survey, you can see the survey and then in real time, you can see her responses down here. We can see that she gave us this smiley face and she gave us a rating of nine. And we've got these question responses down here. You see that on the individual person's Timeline that you've sent it to.
Equally, if you wanted to customize your [Dynamics] sitemap like I've done, you can click into surveys and see all your surveys. There's our survey and of course then survey responses. I can click on survey responses and there's the one I've just had back from Helen as well as any other responses we've got. If we want to monitor survey invites and look at all of the ones that you've sent out, regardless of whether we got a response or not, you can have your survey invites down here as well on the left-hand side like this.
We’ll go back to the actual survey itself [in Forms Pro > My Forms], it will start telling you about the number of responses you've got so. When you click in here you click on the responses tab you'll see there's now four responses. When I click, four responses are shown. There's those three I had previously and there's the new one that we've just got from Helen.
You can then start spotting trends and using some of these analytics. You can also export this to Excel if you need to. You can search individuals names or email addresses, and you can search on specific dates as well if you want to put a date in here. Effectively you can then just export all those responses to Excel and do some nice reports in there if you need to.
Using Power Automate to Send a Survey
You've just seen how we can send out one of these surveys by an email send which can be to a Dynamics view. Another other option we have is to embed this using Power Automate. Again, when we click on the ‘send’ option, on the Power Automate tab, there are no flows currently configured to send a survey out based on a trigger point.
We can click to configure a flow, you can see it will embed it like it did previously. Again, you can pick the template that you want to send out so we can use this template again. All the other details and add your variables in that you might need click the click ‘configure a flow’ and it will then show you a few predefined flow templates that Microsoft has already provisioned for us. In here you can see [flow templates] to ‘send a survey when a case is resolved’ based on a PowerApps click, based on a lead getting qualified, when an order is fulfilled and of over here you can create one completely from brain a blank and set your own parameters around them what your trigger points are.
For now, I'm just going to click ‘send a survey’ when a case is resolved. You click in here [select the flow template], you click ‘create flow’ and you can see it's now successfully configured that. When we click back into the send option, one flow has now been configured. If you click into this you'll see then all the details around this. If you need to get to that, to navigate you just click on the little edit option, it will take you into your Power Automate area and then you can just click Edit.
You can go through all of this that it’s done for you. So it’s telling you on this environment, on this entity what's going to. If I expand that you can see its status equals ‘five’. I know five on a case status reason is when it's resolved. It's then going to then say yes, once that equals that, send it to then send it to the account and if it's the contact entity, send it down this route.
We've done all of that which is already in place, it's now active. If we come over here to our [Dynamics] database and we go into one of these cases, you can see it's against Helen and we come up here, you can see currently there's nothing in this timeline for a survey. We click ‘resolve case’, resolve the case in the usual manner, that resolution is the value ‘five’ which is our trigger for the Power Automate. This now sends a survey out. We just refresh this here, you can see you've now got the survey invite over here which appears on the Timeline against the individual case and this will roll up to Helens contact record as well in this system.
We come over here to Helen’s inbox and refresh, you can see ‘thank you for contacting support’.
Just click into this and we can start survey in the usual manner. We can say, no wasn't too happy and I'm going to give you a five on this and submit that.
It's the same survey we looked at earlier, so when we come back over here to Dynamics we refresh this, you'll see the actual response [on the Timeline] like you saw previously. In survey responses list it’ll will go in here too. We've now got the one originally for Helen that we did as the individual email send, and we've got now this one against the individual case as well which is this one here.
Dynamics 365 + Microsoft 365
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