Since the update at the end of September, we’ve been having a huge problem with our segments, the results in must segments are simply no longer consistent or even make sense.
The issues are hard to describe:
A Dataverse query returns result X, the estimation in the segment shows Y, and when you go live with the segment, you get Z or often just 0.
The problem seems to affect data added since September 30 in particular.
Segment results have not been reliable since September 30
Here are practical steps to investigate and mitigate:
Validate segment logic: Break down your segment into simpler parts and test each part to see if one rule is excluding most records.
Check recent data: Inspect records added since 30 Sept for completeness of fields, relationships, and attribute values used in your segment criteria.
Compare sources: Run the same logic in Dataverse via FetchXML or Advanced Find and compare against what the segment shows. Note differences in data sets.
Review refresh status and times: Check when the segment was last refreshed or published; monitor delays.
Check journey segment export path: If you’re using segments from “Customer Insights – Data” exported to “Journeys”, verify that the export is configured correctly and the segment is live.
Raise additional support tickets: Since you already have multiple tickets open, provide detailed information such as: Org ID, Segment ID, example records (Contact/Lead IDs), screenshots of expected vs actual results. Microsoft’s article recommends this when logic and data checks don’t resolve the issue.
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