Views:

What's happening?

Users are unable to select or link their Dataverse environment to their Customer Voice survey project. The environment either does not appear in the selection list or is no longer linked to the Customer Voice project.

Reason:

This occurs when the system is unable to correctly identify the user's license or when there are issues related to the Customer Voice application user in Dataverse.

Resolution:

To resolve this, perform the following checks and actions:

  1. Verify that the user experiencing the issue has the "Project Owner" security role assigned and has appropriate access to the Dataverse environment.

  2. Ensure the "Customer Voice Application" user is not disabled or deleted in Dataverse. This application user is automatically created when installing the Customer Voice app and is essential for authentication and data synchronization between Customer Voice and Dataverse.

    > Go to Azure portal
    > Go to Microsoft Entra ID -> Enterprise applications
    > Look for app id 19dd5b37-d116-48cb-90d2-4aa56696cba1 (app name = Microsoft Forms Pro)
    > Open the app and go to properties
    > Check the value for setting "Enabled for users to sign-in". It should be set to Yes, if it is No currently.

  3. Confirm that the "Microsoft Forms Pro" user has the System Administrator role assigned in Dataverse.

  4. Check if the form owner is disabled or deleted in Dataverse. If the form owner is disabled or deleted, synchronization will not function correctly.

    > Open the Survey response page url in the browser by replacing with actual form id in below url https://customervoice.microsoft.com/Pages/ResponsePage.aspx?id= <formid>
    > Open developer tools (by pressing F12 for windows machine), go to the Network tab and refresh the page.
    > In-Network tab, you can see runtimeForms. Select it and find ownerId and BusinessCdsId
    property. If you see multiple runtimeForms then check both. See below snapshot for reference -

  5. Confirm that the appropriate privileges have been granted to the Customer Voice user as outlined in the official documentation: https://learn.microsoft.com/en-us/dynamics365/customer-voice/connect-environment#privileges-required

  6. If survey responses or questions are not syncing correctly, perform the following steps:

  7. Open Advanced Find in Dataverse.
  8. In "Look for," select "Customer Voice survey responses" or "Customer Voice survey question responses."
  9. Select "Source survey identifier" and enter the Form ID.
  10. Click on "Results" to verify if responses or questions are synced correctly.
  11. If questions or responses are missing, update the survey by making a minor change (e.g., add a new question or update an existing question title) to trigger synchronization.

If the above steps do not resolve the issue, escalate the case to the Product Group for further investigation.