Survey answers as Dynamics 365 cases, leads and contact updates
Open Dynamics 365 cases, add leads and update contacts from survey answers through Zapier, so service and sales see feedback inside the CRM they work in.
From an answer in Usertick to Microsoft Dynamics 365 CRM
Service teams in Dynamics 365 can act on a complaint the moment it arrives. A Zap opens a case for an answer that needs follow-up, adds a lead for someone ready to buy, or updates the contact with what they said.
The Zap starts in Usertick. It can run on every new answer, once the AI has read one, when one turns urgent or when its status changes, and a workflow can hand over only the answers its conditions pick.
Pick a survey in the trigger, and each question arrives as its own field, so the score and the comment land in the Microsoft Dynamics 365 CRM fields you choose. The answer's email, page, country, device and AI reading come with it.
- Plan
- Every plan in Usertick, 1 Zap on Free
- Connects through
- The Usertick app on Zapier
- Zapier plan
- A paid Zapier plan, because Microsoft Dynamics 365 CRM is a premium app
- Starts when
- An answer arrives, the AI reads it, it turns urgent, its status changes or a workflow reaches its Zapier step
What the Zap can do in Microsoft Dynamics 365 CRM
Choose the action in Usertick, and Zapier opens with the trigger and the action already in place.
- 01Create a case
- 02Create a lead
- 03Update a contact
Zapier's page for Microsoft Dynamics 365 CRM listed 37 actions and searches on November 1, 2026. These fit survey answers best.
- Create Case/Incident
- Create Lead
- Create Opportunity
- Create Campaign Response
- Update Contact
- Update Lead
- Update Account
- Create Custom Entity
- Find Contact
- Find or Create Contact
Three Zaps to build with Microsoft Dynamics 365 CRM
Each one starts on a Usertick trigger and uses an action from Zapier's page for Microsoft Dynamics 365 CRM.
Raise a Dynamics 365 case on urgent feedback
Urgent Feedback runs once per answer, so each urgent answer gets one case for the customer that Find Contact locates by Respondent email, with AI theme in the case title and the Response link in its description.
Microsoft Dynamics 365 CRM action: Create Case/Incident
Record a survey answer as a campaign response
New Response, limited to the survey sent after a campaign, starts the Zap. Create Campaign Response then records the answer in Dynamics 365 with Survey name as its subject and the Answers in its description.
Microsoft Dynamics 365 CRM action: Create Campaign Response
Store the latest AI reading on a Dynamics 365 contact
Once Response Analyzed has run, Find Contact locates the record by Respondent email, and Update Contact writes AI sentiment and AI theme to custom columns your team reads on the contact form.
Microsoft Dynamics 365 CRM action: Update Contact
What Usertick sends to Zapier
Every trigger carries these fields, ready to map into Microsoft Dynamics 365 CRM.
Attachments such as screenshots stay in Usertick, because a Zap can't open their links. The Response link opens the answer with its files in the inbox.
Connect Microsoft Dynamics 365 CRM in three steps
Settings opens Zapier with the trigger and the action already in place.
- 1
Pick the action in Usertick
Open Settings, then Integrations, select Microsoft Dynamics 365 CRM and choose what the Zap does there.
- 2
Sign in on Zapier
Sign in to Usertick from the Zap and choose the organization when you allow access.
- 3
Map the fields and turn it on
Pick the survey to watch, map the answer's fields to Microsoft Dynamics 365 CRM and turn the Zap on.
To send only some answers, add a Zapier step for Microsoft Dynamics 365 CRM to a workflow instead. The workflow's conditions decide which answers reach the Zap, and the workflow can be published once its Zap is on.
Read the setup guideFrequently asked questions
Dynamics 365 stores a case in its incident table, so the Zap's action carries both names. The action asks whether the customer is an account or a contact before the Usertick fields are mapped.
Create Custom Entity writes to the table you select in the Zap, so each answer can become a row of a feedback table, with Q1 and Survey name in its columns.
Zapier comes with every plan in Usertick, and Free runs 1 Zap. Microsoft Dynamics 365 CRM is a premium app on Zapier, so the Zap also needs a paid Zapier plan.
No. The Zap signs in with your Usertick account, and you choose the organization when you allow access. API keys are for Usertick's REST API.
Yes. Response Analyzed filters by type and urgency, Urgent Feedback runs once for each answer that turns urgent, and a workflow's Zapier step hands over only the answers its conditions pick.
Pick the survey in the trigger. Each question then arrives as its own field, such as Q1 with the score, ready to map into Microsoft Dynamics 365 CRM.
A Zap that starts in Microsoft Dynamics 365 CRM can use Usertick's actions. Update Response sets an answer's status, type or urgency, Add Comment adds a note your team sees in the inbox, and Find Response looks up an answer by email or ID first.
No. Attachments stay in Usertick, because a Zap can't open their links. The Response link field opens the answer, with its files, in the inbox.
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