A while back, I put together a guide on how to create a trigger when you receive a response from a D365 Customer Voice Survey In Customer Insights Journeys. Why? Because I couldn’t find an out-of-the-box (OOB) solution for it—so I had to get creative! 🤔💡
But wait—thanks to an awesome comment from Dan on that post, I found out there is a way to do it, and it’s simpler than I thought. 🙌 Honestly, I’m a bit embarrassed I missed this! 😅 I did search Microsoft Learn for it, but couldn’t find anything. If it’s there, please send me the link? 😉🔍
How?
Turns out, it works similarly to what we know and “love” (or was that just a case of Stockholm syndrome? Just kidding! 😜) from Outbound. Instead of setting it up like a regular trigger, you use it as part of an action in the journey. Just select a previous email that contains the link to the Customer Voice Survey as the source in an IF/Then branch, and voilà—you’re all set! 🚀💥
Step-by-Step Guide
- Add a “Wait for trigger” action
In the journey that includes the email with your Customer Voice Survey link, insert a “Wait for trigger” action.
- Set the branch condition type
On the right-side panel, select “The previous message gets an interaction” and choose the email containing the survey link.
- Choose the interaction type
Set the interaction to “Customer Voice Survey Response Submitted.”
- Select your survey
Under the field “Which Survey?”, select the specific survey you want to track.
- Set waiting time
Set the duration for how long the trigger should wait to evaluate if a response has been received. If no response is submitted within the specified timeframe, the journey will automatically proceed down the “No” branch. In my example, the journey is set to wait at this step for 7 days.
To add more control, you can include a “Wait” action before this step. This allows you to specify how much time should pass before, for instance, sending a reminder email. If you choose to do this, set the “Time Limit” for the “Trigger” action to 1 minute. This ensures the journey immediately evaluates if a response has been received after the waiting period ends. This flexibility allows you to fine-tune the timing of your journey, ensuring a smooth and efficient flow.
And that’s how you do it—quick, simple, and effective! 😉
Considerations
If you don’t need to start a journey with it and just want to use it as part of an existing one, this method works great. 👍 One thing to keep in mind is that if you use an email as the source for an action, you can’t reuse it for another. So, if you’re sending multiple reminders, you always need to use the latest email in the journey as the source.
Personally, I prefer a clean and straightforward journey, so setting it up as a custom trigger to use as an exit criteria really appeals to me. But hey—always do what works best for you! 😊✨
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