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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Phonecalls in a journey
Customer Insights - Journeys forum

Phonecalls in a journey

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Posted on by Community Member Microsoft Employee

Am I missing something obvious?

I dont see how to relate an activity (phonecall, appt, task) in a journey with the journey, whether it be native or code.

In the customer insights view, in the relationships tab, there is an option for activities, but since there is no relationship between the activity and the journey, there is nothing there. If there is not a native way to relate the journey with the activities, I am fine with having to code this, but it seems weird that its not native.

How do you other people deal with this???

Categories:
Segmentation
  • Suggested answer
    Christian Abeln Profile Picture
    Christian Abeln on at
    RE: Phonecalls in a journey

    Hello!

    Glad to hear that you have been able to connect the phone calls to the customer journey!

    For your next problem where you want to identify all who have been invited to an event I recommend not to look out for the segment. The segment might contain contacts that never had been taken into consideration finally due to consent of communication settings. Als a segment changes over time such that the group of members at a later time might not be the sum of all members that have received the invite.

    Instead I recommend to look ar interactions. If you can qualify an invite as the invitation email to be delivered, then you may build an interaction based segment that finds all contacts to which a certain email has been delivered, you can also choose as part of which specific customer journey if needed. Or you could find the contacts who have also opened the marketing message.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Phonecalls in a journey

    Hi Shailesh,

    I have been working on this as well as other "relationship" issues in Dynamics for Marketing. I need to be able to generate reports related to activities within a specific journey to see results of the campaign. For example, if I have a journey with a bunch of phone calls, I want to be able to see how many phone calls have been completed per journey. Now then, I did find an entity called Iteration Journey in the phone call. So I created a new field in the phone call called Journey and via the entity Iteration JOurney, I was able to associate the journey to the phone call.

    But now I have other problems. For example, I need to see how many people were invited to an event, but I see no relationship between segment and event so that when a new person falls in the segment, I can count the invitees. I also tried doing something based on the marketing email. I suppose I can this see this information in the Customer Insights View, how many marketing emails were sent, but I don´t know how to access this value to include it in reports or in a vew.

    In general, I am just having a hard time relating the different components in Dynamics for Marketing because our client wants to see how certain activities are going with a certain journey and I simply don´t have access to this information.

  • ShaileshJain Profile Picture
    ShaileshJain on at
    RE: Phonecalls in a journey

    The activity tile in journeys (phonecall, appt, task) etc are for generating these for contacts participating within the journey, in a personalized manner e.g. generate a task with each individual contact details for sales person to follow through with dates based on when the contact reached this step. So bunch of activities would be generated as part of journey execution.

    If you are looking to relate an activity to journey for the purpose of preparing the journey itself e.g. task to ensure budget has been approved prior to running the journey itself. Any such activity is specific to customer, and will need customization.

    Does your business scenario map to either of these? what are you trying to accomplish via the journey-activity relationship?

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