Anthology Reach Scenarios

This topic includes scenarios that help in sending a personalized survey to a single recipient as well as the scenarios that Professional Services teams will be required to create based on customer request. These are generalized examples, and specific school requirements may dictate different approaches. However, the examples represent the best practice approach.

Since the remaining topics enable you to understand Power Automate to manage survey delivery at the enterprise level, an administrator building flows for surveys must be familiar with how to create a cloud flow. For more information, see Microsoft Documentation.

There are two approaches to sending surveys to a Contact, Lead, or Account in Anthology Reach. You can send a personalized survey to a single selected recipient using out-of-the-box functionality that requires no customization or you can build a process with Power Automate flows to send it out to selected rows from a grid view.

We will describe how to use both methods. In both cases it presumes that surveys have already been created.

You can easily send a personalized survey to a single recipient using the built-in functionality, which requires no customization.

Use Case: Advisors can easily obtain feedback from students following a session, ensuring they can continuously improve their support and services.

The system allows you to send surveys directly from the Contact form, utilizing the shared survey templates for consistent feedback collection. This streamlines the process of gathering student feedback, making it quick and effective.

Prerequisites

  • The Send Customer Voice Survey app must be installed on the Reach environment.

    If the Send Surveys option is not visible on the Contact form

    • Contact your Reach support or

    • Place a request the Reach DevOps team to ensure that the Send Customer Voice Survey app is installed correctly on your Reachenvironment to send surveys from customer engagement applications.

  • The Send survey on create of custom entity record Power Automate flow is created automatically when the Send survey app is installed. This flow sends the survey when you select Send Survey from an entity record.

    If the Send survey on create of custom entity record flow is not enabled in your Reach environment, the administrator must set the connection references and turn on the flow. For more information, see Microsoft Documentation.

  • Users must at least have the Survey Sender role to send the survey through Dynamics 365 apps.

For more details, see Microsoft Documentation.

Journeys includes built-in support for adding surveys to your marketing campaigns. You can build surveys using Dynamics 365 Customer Voice and access them directly from Customer Insights - Journeys components including the segment builder, the email designer, and the customer journey design.

You can use surveys to make data-driven decisions and apply your findings to your marketing initiatives. You can even automate survey experiences and use data generated from surveys for advanced segmentation and customer profiling.

The required logic to send this survey would use an asynchronous flow that triggers when a contact record is updated if the update is on a field listed in the filtering attributes. A condition check is done on the field to determine if it meets the criteria to send out the survey. The green arrow indicates the survey is sent, and no further actions happen if the criteria are not met (red arrow).