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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Send Contacts differen...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Send Contacts different paths based on information provided on marketing form

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Posted on by Thomas Fialek 248

Hi everyone,

is it possible to send contacts different paths in a customer journey based on the information they provided on a form? 

For example, a contact filled out a form with information about age and gender. I want to send the contact to different paths based on this information.

All I can do is to choose if the page was submitted or visited, as seen in this picture.

pastedimage1574678723156v1.png

Can someone explain how sth like this would be possible?

Thanks in advance!

I have the same question (0)
  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    Hi @Thomas Fialek,

    good use case here. You can absolutely do that.

    All fields on your marketing form are mapped to fields on your contacts records. Lets take age and gender for example.

    All you will need to do is:

    -  in  your marketing app > Click on Segments > Create a new Demographic segment > and add gender and age to the criteria as needed.

    - in your customer journey > use the new segment(s) as an entry points to the different branches/ paths.

    One more thing to consider,

    -from a technical point of view - if you wanted to you could add Source marketing page and/or Source marketing form  to your segment criteria, this will ensure only contacts who submitted the particular form get sent on the journey. 

    - from a use case point of view, I am not sure we want to do that, because we probably want consistent contacts experience regardless of whether they were created manually, or via the form. 
    The option is there.
    Hope that makes sense, let me know if not.
    Thanks,
    -DD

    pastedimage1574684996775v1.png

  • Thomas Fialek Profile Picture
    Thomas Fialek 248 on at

    Hi Dilana,

    thanks for your reply!

    I want only send contacts on the journey that filled out that specific form. With your suggestion to add the source marketing form as a segment criteria, I can filter new contacts, because they will have this field automatically filled out after they filled out the form.

    What about the existing contacts? How do I know they filled this specific form out if the field is empty?

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    It is an out of the box behaviour, everybody who filled in the Marketing form will have it populated. If it's blank, they were created in a different way (manually by an agent, from an event, etc..).

    Thanks,

    -DD

  • Thomas Fialek Profile Picture
    Thomas Fialek 248 on at

    What about the contacts that got created by an agent and later fill out the marketing form?

    If I have the segment criteria "Source Marketing Form: XY" they will not be sent on the journey, although the contact filled out the form.

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    This will depend on your matching strategy and whether it picks them up as the same contact.

  • Thomas Fialek Profile Picture
    Thomas Fialek 248 on at

    Hi Dilyana,

    thanks for your help, but what do you mean with matching strategy exactly? Isn't a contact matched by the email address?

    If an existing contact fills out a form and uses the same email address as in his contact record, the system is not going to create a new record, is that correct?

    At the same time, the source marketing form field is not going to be filled out, because the contact was created during a different campaign or respectively manually.

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