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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer engagement score
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer engagement score

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Posted on by Junxiong 5

I work in a college, we are using Dynamics CRM. 

I want to apply engagement scores to the students (contacts), to see their engagement level (open email, attend online seminar etc).

I also want to see the engagement score from each programme we have in the college (art programme, computer programme, etc) -- a programme is the same concept as an account in the industry. 

Question:

1. I can not see the  'leads management' nor the 'lead score model' button on the left-hand side pane in the CRM. Will I have this module after purchasing Dynamics Marketing?

2. The leads scoring concept seems to be designed for prospects instead of existing contacts. Can I use 'leads scoring' for existing students? 

3. How feasible to produce the account / programme level leads score based on the students within the programme? 

Your answer is much appreciated!! Thanks a million!

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  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Junxiong,

    Yes.  'leads management' and the 'lead score model' are both in the marketing app, you need purchasing Dynamics Marketing license if you wan to use it.

    pastedimage1662347358279v1.png

    But scoring model is just for leads only currently.

    Maybe you can refer to the following blog for using rollup fields to aggregate values:

    https://www.cobalt.net/customer-engagement-score-d365/ 

  • ainsleygoods Profile Picture
    ainsleygoods 10 on at

    Dynamics Marketing is a separate module within the Dynamics CRM ecosystem that focuses on marketing automation and campaign management. It provides additional features and functionality specifically for marketing purposes. While it may offer capabilities related to lead management and lead scoring, the availability of those features can vary depending on your specific Dynamics CRM configuration and licensing. It's recommended to consult with your Dynamics CRM administrator or Microsoft representative to determine if purchasing Dynamics Marketing would provide the functionality you are looking for.

    Lead scoring in Dynamics CRM is indeed typically used for assessing the engagement and potential of prospects or leads. However, you can adapt and customize the lead scoring model to work with existing contacts, such as your students. By configuring the lead scoring criteria and defining the actions and interactions that contribute to the engagement score, you can track and measure the level of engagement for both prospects and existing contacts.

    It is feasible to produce an account/program level leads score based on the students within each program. Dynamics CRM allows you to associate contacts (students) with accounts (programs) through relationships. By leveraging this relationship and customizing the lead scoring model, you can track and aggregate the engagement scores of all the students within a particular program. This will give you an overview of the engagement level for each program, allowing you to compare and analyze their relative engagement scores.

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