Views: 28

What's happening?

Users are unable to locate the "case" table in Dataverse when attempting to automate sending surveys to customers after closing a ticket. Additionally, users are unable to select or find Customer Voice Survey projects within Power Automate flows, despite being part of the owner group and having visibility in CRM.

Reason:

Possible causes include: - The form owner being disabled or deleted in CDS/Dataverse. - The "Customer Voice Application" user being disabled in CDS/Dataverse. - Insufficient privileges assigned to the Customer Voice application user. - Deleted project group ID in Azure Active Directory.

Resolution:

To resolve this, perform the following troubleshooting steps:

For Dataverse Sync Issues:

  1. Verify if the form owner is disabled or deleted in CDS (Common Data Service). If the form owner is disabled or deleted, synchronization will not function.
  2. Confirm if records are restricted to admin visibility only.
  3. Ensure the "Customer Voice Application" user is not disabled in CDS/Dataverse. This application user is automatically created upon installing the Customer Voice app and is essential for authenticating Customer Voice Azure service with Microsoft Dataverse using Server-to-Server authentication. This user is non-interactive, non-login, and should have the System Administrator role.
  4. Ensure the Customer Voice application user has appropriate privileges. Refer to the privileges required documentation: https://learn.microsoft.com/en-us/dynamics365/customer-voice/connect-environment#privileges-required.
  5. Verify synchronization of survey responses:
  6. Open Advanced Find.
  7. In "Look for," select "Customer Voice survey responses."
  8. Enter the FormID in the "Source survey identifier" field.
  9. Click on "Results" in the menu bar to verify if responses are available.
  10. If question responses are not synced, update the survey by making a minor change (e.g., add a new question or update a question title) to trigger synchronization.

For Customer Voice Survey Project Visibility Issues:

  1. If a Customer Voice project cannot be shared or accessed, it may be due to a deleted project group ID in Azure Active Directory.
  2. Retrieve the Group ID for the project:
  3. Open the survey project and access the browser developer tools (Ctrl + Shift + I).
  4. Navigate to the "Network" tab and search for "runtimeforms".
  5. Identify and note the "projectGroupId".
  6. Navigate to Microsoft Entra ID in the Azure portal.
  7. Click on "Groups" and then select "Deleted groups".
  8. Search for the group using the noted "projectGroupId" and restore the deleted group.

If the above steps do not resolve the issue, further assistance from the specialized support team may be required.