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Real Time Marketing Journey not recognizing Business Unit Hierarchy

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Posted on by nwebber

Hey all,

So my workplace has multiple divisions, and they are all set up in the following fashion:

-> Division A Marketing -> Division A Sales

Admin -> Division B Marketing -> Division B Sales

-> Division C Marketing -> Division C Sales

In terms of Business Unit Hierarchy. That way Marketing can see and interact with Leads and Contacts that Sales may bring in. However, I am having an issue with using these Contacts and Leads in Real Time Marketing Journey's. In this example, someone in Division A Marketing created a segment that involved roughly 30,000 Contacts, of which 99% were owned by someone in the Division A Sales Business Unit. We have Business Unit Scope enabled on our Marketing environment, as we have several divisions that use it and don't want them marketing to the wrong place.

However, when they create a Journey with this Segment, it is only firing for the 1% owned by the Division A Marketing Business Unit. Can someone explain like I'm 5 why this is happening, and how we can prevent it in the future?

Thank you in advance,

Nathaniel

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RudyZhang Microsoft Employee on at

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Hi,

We have analyzed the information you have provided and according to the description of the official documentation / after opening the scope of the business unit, "Customer Insights - Journey" can only contain the use of segmentation, emails, SMS and push messages belonging to the Journey business unit. /
Please refer to the documentation in the link below for more details.
https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-business-unit-faq#what-are-the-key-differences-between-business-unit-scoping-support-in-outbound-marketing-and-customer-insights---journeys

According to you / 99% of the records belong to a particular person / and just because that person is added to the business unit doesn't mean that the records belong to that business unit. That's why the journey you created can only use the remaining 1% of records.

If you want to use the remaining records, you have to make sure that they are owned by the business unit.

You need to select your environment in /PPAC/ and then turn on /Record ownership across Business Units/ in Setting->Feature.

Then you can switch the record ownership

Please refer to the documentation in the link below for more details.
https://learn.microsoft.com/en-us/power-platform/admin/wp-security-cds?WT.mc_id=ppac_inproduct_settings#enable-the-matrix-data-access-structure

I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.

Best Regards,
Rudy Zhang

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RudyZhang Microsoft Employee on at

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Hi,

May I ask if your problem has been resolved?

Do you still need us to follow up on this issue, please contact me if you have any questions about the solution I proposed.

Best Regards,
Rudy Zhang

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nwebber 93 on at

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Hey Rudy,

So I enabled this feature on our DEV environment just to test it out. But I don't believe it has had the desired effect. Now my user in Division A Marketing is seeing EVERYTHING. Even From Divisions B and C Sales and Marketing. Even after removing all Security roles from my user in Division A Marketing except for being able to access the Marketing Environment, and the Sales Environment. I'm not sure if this is the intended effect flipping that switch does, but if so that's not what I'm looking for unfortunately.

Regards,

Nathaniel

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