Drag and Drop Question An agent resolves a case for a customer by using Dynamics 365 Customer Service. The customer must receive a corporate feedback survey to describe how the experience was. All…

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Explanation

Sending a Customer Voice Survey After Case Resolution in Dynamics 365

The Correct Sequence

1. Start a survey from the Case form

The process begins directly on the Case form - not from a separate Customer Voice portal or standalone menu. This is the correct entry point because the survey must be contextually linked to the resolved case. Starting here ensures the survey is tied to the specific case record, which enables Dynamics 365 to auto-populate case-related data (customer info, case ID, etc.) into the survey invitation.

Common mistake: Agents might try to navigate to Customer Voice separately and send from there. That breaks the case association and is also the wrong workflow path for this scenario.

2. Select the feedback survey from the list of surveys

Once you initiate the survey process from the Case form, Dynamics 365 presents a list of available surveys. You pick the corporate feedback survey here. This step exists because an organization typically has multiple surveys (CSAT, NPS, product feedback, etc.) - you must identify the correct one.

Common mistake: Confusing this with "Create a new feedback survey." The scenario specifies the survey already exists and is shared with all agents, so creating a new one is incorrect and unnecessary.

3. Select the recipient, email template, and locale values

After choosing the survey, you configure the delivery details: who receives it (the customer), which email template wraps it, and the locale (language/region). This must happen before sending - it defines the how and to whom of the delivery.

Common mistake: Skipping straight to "Send" without configuring recipient/template/locale, which would result in an incomplete or failed send. These fields are required before the send action is available.

4. Send the Customer Voice survey from Dynamics 365 solution

The final action dispatches the configured survey to the customer. The phrasing "from Dynamics 365 solution" is intentional - it confirms the send happens within the integrated Dynamics 365 + Customer Voice workflow, not from a standalone email client.

Why the Distractors Are Wrong

Key Takeaway

The sequence follows a contextual initiation → selection → configuration → execution pattern. Every step must be completed inside Dynamics 365 (not in Customer Voice directly) to maintain the case linkage and shared-access model described in the scenario.

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