How to change the owner of leads that are created using Customer Journey?

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Posted on by Nguyen Hieu

Hi everyone,

I'm running a Customer Journey that creates leads from a segment, but I have a problem the "Owner" of leads automatically assigned to the owner of Customer Journey. See below for detail.

Segment S

Contact A (Owner: 'User A')

Contact B (Owner: 'User B')

Contact C (Owner: 'User C')

Customer Journey (Owned by 'Admin')
Segment S -> Create Lead

Lead Management

Customer A (Owner: 'Admin')

Customer B (Owner: 'Admin')

Customer C (Owner: 'Admin')

I want to change the ownership of leads to the owner of contacts, I tried using Workflow to use assign function but I can only create workflow on contact entity not lead entity.

Has anybody any experience with this kind of scenarios?

Thanks in advance.

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Nguyen Hieu 20 on at

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RE: How to change the owner of leads that are created using Customer Journey?

Hi Clofly,

Many thanks for your help!!!

I also think solution 1 can meet my requirements, and if it requires more customization I will try to build a custom workflow as you suggested.

Best regards,
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cloflyMao 25,202 on at

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RE: How to change the owner of leads that are created using Customer Journey?

Hi Nguyen,

1. Even thought the workflow will has impact on lead entity, but if a lead record not meet check conditions, then following steps will skip.

E.g: this demo lead record is still owned by current user due to Source journey and Existing contact fields are empty.

A background workflow won't take up many system resource, so please feel free to run it at background. (What's more, if conditions not meet, then less resource will be used.)

2. Obviously the ideal solution is that as you said, just using "Launch workflow", even if this type or workflow can only target at contact entity,

but you can find its child lead record(make sure you have added "Create new lead" tile before "Launch workflow" tile) from contact context.

Process:

* On-demand workflow get contact id from context

* Use this id to retrieve lead who has this parent contact

* Do assignment by changing lead's owner field to its parent contact's owner from context

It can be done with a custom workflow activity.

I'm trying to use Dynamics 365 workflow tool: update child record to achieve it without code, however, it seems that the step only supports text field.

I'm new to custom workflow activity and couldn't give you a solution with code immediately.

You could take tutorial below as reference for how to build a custom workflow activity and add it into system:

https://www.ashishvishwakarma.com/Custom-Workflow-Activity-Dynamics-365/

In a word, I think solution 1 could work for your requirement at present; we need some time to achieve solution 2, once we get familiar with code, then we can replace 1 with 2.

Regards,

Clofly

Please kindly mark as verified if you had any answer helped, it would be really appreciated.
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Nguyen Hieu 20 on at

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RE: How to change the owner of leads that are created using Customer Journey?

Hi Clofly,

Thanks for your prompt reply. I tried to create a workflow to target at Lead and the new leads are assigned to its parent contact's owner like you said.

But If I create a workflow that starts when new record is created that means all records of Lead entity will be impacted.

I just want to re-assign the owner of lead that is created in specific Customer Journey like using "Launch workflow".

Do you have any ideas how to solve this?

Best regards,
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cloflyMao 25,202 on at

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RE: How to change the owner of leads that are created using Customer Journey?

Hi Nguyen,

A new lead record which is created from a customer journey will has following features:

1. The topic will be the customer journey name

2. "Existing contacts?" field in business process flow will be populated with corresponding contact in segment.

3. Source journey field in Details section will be populated with the corresponding customer journey.

Based on these, we could build a background workflow to do assignment automatically, here is process.

s1. Create a workflow which targets at Lead, and trigger it when record is created.

s2. Add steps below:

If source customer journey field contains data -> (make sure the record is created from customer journey)

If source customer journey field contains data -> (make sure the record has its corrensponding parent contact)

assign the record to its parent contact owner.

Then the new lead will be assigned to its parent contact's owner automatically.

Regards,

Clofly