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How to Build an Automated Customer Support Platform Using Power Automate

How to Build an Automated Customer Support Platform Using Power Automate

The modern customer is demanding: if they have a question, they expect an answer immediately. 

According to research, 90% of customers rate a rapid response as “important” or “very important” when they have a customer service question. To help keep your customers happy, your support staff need quick and easy access to every customer enquiry. It also helps if they’re notified about these support requests as soon as they come in! 

In this tutorial, we’ll show you how to supercharge your customer support, using automation. We’ll build a simple customer contact form, and then use Power Automate to extract all the information from the customer submission, log it as a new Azure work item, and post a notification to Microsoft Teams. 

With this automation in place, your support staff can simply click a link and immediately see all the information they need, in order to start working on that customer’s query. By the end of this tutorial, you’ll have built the kind of automated support system that’ll keep even the demanding customer happy. 

What we’ll be building

In this tutorial, we’ll be creating a “Contact Us” form, using Microsoft Forms.

Customers can use this form to send you questions, feedback, or comments. As soon as the customer clicks “Send,” Microsoft Forms will display a “Your response was submitted” message. This ensures the customer knows you’ve logged their submission successfully.

Every time a customer completes this form, Power Automate will create a new task in Azure DevOps

Your staff can then open this task, and view more information about the customer’s submission. Your employees can also use Azure DevOps to perform essential management tasks. This includes assigning the work item to a named user, assigning it a priority level, and posting comments on the work item.

Today’s customers are demanding, and expect a speedy response to all enquiries. To help you meet customer expectations, this Power Automate workflow will automatically notify your team about new customer submissions. As soon as the customer clicks “Send,” Power Automate will post a notification to the Microsoft Teams channel of your choice. 

This message will include a link to the associated Azure DevOps work item. This means your employees can click through to the related work item, and instantly have access to all the information they need. 

Create your customer contact form

To start, we’ll need to build the customer support form: 

  1. Log into Microsoft Forms
  2. Select “New Form.” This launches Microsoft’s form editor. 
  3. Select “Add New.”
  4. Make sure the “Questions” tab is selected. 
  5. To start, I’m going to create a field where customers can enter their email address, so select “Text.” 
  1. In “Question,” type the text that’ll be displayed before the customer starts typing. Typically, this should prompt the customer for a specific type of content, for example I’m using “Your email address.”
  1. To respond to a customer, you’ll need to know their contact information. To facilitate communication, I’m making the email field mandatory by activating the “Required” slider.
  2. Next, we’re going to create a field where the customer can enter their name. Select “Add New > Text.” 
  3. In “Question,” type “Full name.” This field doesn’t need to be mandatory, so leave the “Required” slider in the “Off” position. 
  4. The final section is where the customer can type their questions, feedback, or other comments. Select “Add New > Text.” 
  5. In “Question,” enter a prompt. I’m using “How can we help?” 
  6. The customer may need to type a significant amount of text into this section, so activate the “Long answer” slider. 
  7. Mark this field as mandatory, using the “Required” slider.
  1. Now, we need to specify who can complete this form. Select “Share.”
  2. We want to make this form public, so open the dropdown and choose “Anyone with the link can respond.”
  1. You can now preview how your form will appear on both desktop and mobile, by selecting “Preview.”

If you’re happy with the results, it’s time to make your form public.

Adding Microsoft Forms to your WordPress website

You can add a Microsoft Form to your website using a link, QR code, or embed code. This step will vary depending on where you’re planning to display your form, and your chosen embed method. However, as an example let’s look at how easy it is to embed this form on a WordPress website: 

  1. Select Microsoft Form’s “Share” button. 
  2. In the side-panel, select “Embed.” This should reveal an embed code.
  1. Click “Copy.” 
  2. Switch over to your WordPress dashboard. 
  3. Navigate to the page or post where you want to embed your contact form, and open it for editing. 
  4. Find the area where you want to display your contact form, and add a “Custom HTML” block.
  1. Paste your embed code into the HTML block. 
  2. Publish or update this page, as normal. 

 This contact form should now appear on your website, ready for customers to start sending you their feedback. 

 

How to create a new Azure DevOps project

Every time a customer completes this form, Power Automate will create a new task in the Azure DevOps project of your choice. 

To help organize your customer feedback, you may want to create a new Azure DevOps project, dedicated solely to interacting with your customers: 

  1. Sign into Azure DevOps
  2. On the main dashboard, select “New project.”
  1. Give this project a descriptive name; I’m using “Contact form responses.” ● Enter an optional description. 
  2. You typically won’t want your customer interactions to be publicly accessible. Unless you have a specific reason not to, select “Private.” 

Mirosoft will now create your new Azure DevOps project. 

Adding automation to your customer contact form

Now all of this setup is out of the way, it’s time to create our Power Automate workflow: 

  1. Log into Power Automate
  2. Search for the following template: “Automatically file bugs and notify team.”
  3. Select this template when it appears. Read the description, and if you’re’ happy to proceed click “Continue.” Power Automate will now open this template for editing.
  1. Let’s start from the top! Click to place your cursor inside the “Form ID” field. You should now see a list of all your forms.
  1. Select the contact form that you just created. 
  2. Move to the “Apply to each” section. Click to select the “Form ID” field and then select your contact form from the list.
  1. Scroll to the “Create a work item” section. 
  2. Click to place your cursor inside the “Organization Name” field, and then select your organization from the list.
  1. Click to place your cursor inside the “Project name” field. Select the Azure DevOps project that you just created.
  2. In “Work Item Type,” enter the type of work item that you want to create for each customer submission. I’m using “Task.” 
  3. Now, we need to create a title for the work item. Click the “Title” field and the “Dynamic Content” window should open automatically. I want to use the customer’s name as my title, so I’m selecting “Full Name.” 
  4. Scroll to the “Post message” section. 
  5. Select “Team.” The dropdown should now display a list of all the Teams associated with this account. Make your selection from the dropdown. 
  1. Click to select the “Channel” field, and choose a channel from the list. Power Automate will post all your notifications to this channel. 
  2. In “Message,” you’ll need to type the message that Power Automate will post to Microsoft Teams every time someone submits a customer contact form. To make this message more useful, you can use dynamic content. I’m including a direct link to the associated work item, by selecting “URL.”
  1. Review the information you’ve just entered, and if you’re happy to proceed click “Save.” And that it’s it! Now, every time a customer completes this form, Power Automate will create a new work item and notify your employees via Microsoft Teams. 

Want more Microsoft Power Automate content?

Do you want to automate more of your day-to-day tasks? Check out our other Power Automate guides: 

  1. 3 essential Power Automate templates for remote workers. 
  2. The best automated workflows to improve communication with your remote teams. ● How to build an automated work hours tracker. 
  3. Never miss another deadline, by automating your Microsoft Planner. 
  4. How to create your own Microsoft Teams virtual commute, today.

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