Tracking Open and Click Activities in Journeys

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Posted on by backinstereo

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I send 4-5 email Customer Journeys on a regular basis. With Pardot, I had the option to make an activity after the email was sent. Was it clicked and was it opened? With D365, I can't seem to figure this out. Without this function, we have no way of knowing who opened what at the Contact page level. I want to be able to go to John Smith's page and see in his activity that he opened and clicked on specific Customer Journeys, not have to dig in each email sent Insights to see if they clicked it. Our Sales team doesn’t have time for that.

SO with that being said, anyone have any tips for adding these types of activities to Journeys? I can create the Marketing Activity Task but then what. The Trigger tiles make no sense to me.

Can someone help me lay this out with the tiles given:

Send email #1 > Have they opened? > Log Open Activity > Have they clicked? > Log Click Activity > Pause 7 days > Send Email #2 >> Log Open Activity > Have they clicked? > Log Click Activity > Pause 7 days > Send Email #3 > Log Open Activity > Have they clicked? > Log Click Activity > End

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Customer Journey Design

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Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

For each new task you can assign the owner from the list of users of that instance. Attached screenshot.

Owner is fixed for each task. I don't think there is any option to make the owner dynamic and change in every case.

I suggest you visit our Ideas portal and add this feature request. Our PMs regularly review and community votes do impact the road-map.

Hope this helps!!

Regards,

Vivek Singh

If this resolves your query then please mark it as verified!!!
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

Any ideas for my above inquiry on this?
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

Solved my issue above.

I have created the tasks and they're logging as I would expect them to. My companies main concern now though is that the Regarding line (once you click in the Task to view more details) SHOULD be the Account and the Owner of the Task should be the person who owns the Contact that the Task was completed by.

Can anyone help me with this? Is this possible? I don't see the option to make these choices when creating the Task in the Customer Journey.
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

So I've ran my Journey and opened the email, clicked the links and I'm still not seeing any Activity at the Contact Level of my page. I have my timeout set to 1 hour, does that mean I won't see this activity for an hour?
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

No, all 3 of my emails are different.
Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

Is the content of all the emails same? If it same then only you can go for recurrence. Recurrence is just the repetition of same activities so if you are sending the same email thrice then recurrence will work here.

Regards,

Vivek Singh

**If this resolves your issue then do mark it as verified,
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

I've been given two separate answers above, so that confuses me a little. Instinct says to avoid recurring intervals in the settings and just create the pipeline in length with Schedulers, Triggers and Activities for each email.
Vivek_Singh 385 on at

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RE: Tracking Open and Click Activities in Journeys

Hi backinstereo,

After Activity #2 no need to add any tiles. The recurrence you selecting should take care of Email #2 and Email #3 at interval of 7 days as you giving recurrence count and interval in general tab.

Regards,

Vivek Singh

**If this resolves your issue then do mark it as verified,
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megcda 2,192 on at

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RE: Tracking Open and Click Activities in Journeys

Hi Backinstereo,

If you want the contact to go through the pipeline only once, then you don't set the journey to recurring. Please see this recurrence help documentation for details.

Thanks,

Megan

Please mark as Verified if this answers your question!
backinstereo 120 on at

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RE: Tracking Open and Click Activities in Journeys

Thank you for the detailed screen shots!

So after Activity #2 for Email #1, I would just add a Scheduler and then Email #2 and proceed the same until I reach Email #3?

I always thought Recurring meant that the people would keep getting the same emails over and over. My goal is for the user to reach Email #3 and then finish.