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cow
New Member

Forms Pro issue when triggered via Flow in Dynamics 365

Hey Everyone!

 

I'm currently working at replacing our VOC surveys with Forms Pro and running into an issue with linking the survey and response from Forms Pro to the Lead entity.

 

For example... One of the current VOC survey's is sent to a lead via a Flow that triggers an email template (in D365) containing a link to the VOC survey.  The Lead fills out the survey and the sales agent is notified via email that the survey has been completed and it's then attached to the Lead record and visible in the timeline in D365. 

 

I've recreated the VOC survey in Forms Pro and if I send it from the Forms Pro page via email the survey and response gets attached to that Lead record.  Perfect!  Though thats not an ideal process for our team.  So I've created a Flow in D365 (screenshot attached) that our team can send to a Lead through D365.  The Flow works and the Lead receives the survey.  The issue is that after completing the survey, the response isn't attached to the Lead entity.  Instead it seems to create a Contact record and attach the survey to that record.  We'd prefer to not create a Contact prior to a Lead being qualified.

 

Is there a way to make Forms Pro act like VOC in how it sends to a Lead and then attaches to that Lead without creating a Contact?

 

Thank you!

3 REPLIES 3
v-litu-msft
Community Support
Community Support

Hi @cow,

 

Can you re-upload the screenshot of Flow in D365? It seems that the screenshot you uploaded before didn't work, you can click the button to insert photos:Annotation 2019-11-14 142551.png

 

Are the Lead and Contact custom entities you created in Dynamic 365?

 

Best Regards,
Community Support Team _ Lin Tu
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

HI @v-litu-msft ,

 

Thank you for taking a look.  Screenshot attached. 

 

Screen Shot 2019-11-12 at 4.25.51 PM.png

@cow - i know this is a few months old, so might have figured this out by now.

By default, when you create a survey and send out emails to records that don't already exist as a Contact, it will create a new Contact record in your CDS (Dynamics 365 Customer Engagement) environment. Until the past few months, you had no way to control that, it just happened. 

 

However, there is now a setting on each survey that let's you decide if a new Contact record should be created. Open your survey, then click on the elipsis (three dots) or the gear icon to get to the settings area. 

 

In the Options for responses section, you will see a box that says Add responses as Contact. Untick this, and see if you still have the same issue. 

creating contacts.png

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