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Feedback and Case Management

The customer had an existing process for gathering feedback. It was built with Voice of the Customer (VoC).  VoC was deprecated so there was an urgent need to replace the solution with something else.

Forms pro (currently known as Customer Voice) was the obvious solution.


  • 3 different feedback forms (for different types of courses). All forms in Finnish and in English.
  • Feedback invitations (link to the feedback form) are sent to course participants with Flow. Different types of courses have different logic when feedback invitation is sent.
  • Automatic reminder email for participants not given any feedback yet
  • Negative feedback is handled as reclamation -> Case created in Dynamics 365






Power Automate, Dataverse, Dynamics 365 Customer Voice