Functionality | Ideas - ClickDimensions Marketing Automation for D365

Functionality of linking a case to a survey

Issue: Case not getting tagged in posted survey.

The issue is intermittent where the case is not getting tagged or Linked correctly on submission of survey from Customer end.

If Contact is blank we are fine, because customer has not entered the email address Post Submitted the Feedback Survey, however the case should tag correctly. We cannot make the Email address mandatory as the client is not ready for this suggestion.

We have checked the workflow that triggers the survey and found no failures for this month. This implies that the incident id parameter was successfully sent out.

Our observation is that there are 12 surveys, received June 2021 month, which are not tagged to their respective cases.

This means that the Incident ID parameter is not being captured at the time of visiting the survey link, which results in the visit link to not have the incident ID. And this is getting saved in the visit entry field in CRM.

This issue is occurring on Windows Edge, Chrome browsers and also on iPhone and Android Users.

Kindly check with the product team and bring a quick resolution on this issue.

Check the screenshot.