Segment update

Hi,

I created one dynamics segment in Real Time journeys.

First I added Behavioral group. Interaction is "Marketing event check-in" and I chose the event.

I clicked on "ready to use".

If I had already subscriptions to the event, I can see them inside the segment. But for all new subscriptions, they are not included. When I check in the segment the "last refreshed" data it's not up to date. (I well got new subscriptions for the event after this time).

Is it a known issue?

Do you have any solution?

Thank you for your help,

Laura

Categories:

Dynamics 365 Customer Insights - Journeys

Hello Laura,

You've encountered a known and frustrating characteristic of Real-Time Journeys segments, particularly those involving behavioral triggers like "Marketing event check-in." The issue you're describing, where new subscriptions aren't immediately reflected in the segment despite the event activity, is often related to the segment refresh and processing latency.

Understanding the Problem:

Asynchronous Processing: Real-Time Journeys segments, especially those with behavioral triggers, don't update in real-time. There's a delay between the event occurring and the segment membership being updated.

Segment Refresh Intervals: The refresh intervals for these segments are not always predictable or configurable. They depend on factors like data volume, system load, and the complexity of the segment.

"Last Refreshed" Discrepancy: The "Last Refreshed" timestamp you see might not accurately reflect the actual processing time of the behavioral trigger.

Troubleshooting and Solutions:

Wait and Observe:
- The most common (though unsatisfactory) "solution" is to wait. In many cases, the segment will eventually update, but it can take some time (minutes to hours).
- Monitor the segment over a longer period to see if the new subscriptions are eventually included.

Force Segment Refresh (Limited):
- While there's no explicit "refresh now" button, you can try making a minor edit to the segment (e.g., adding and removing a space in the description) and then saving it. This might trigger a refresh, but it's not guaranteed.

Check Dataverse Processing:
- Ensure that the "Marketing event check-in" interactions are being correctly recorded in Dataverse.
- Use a tool like XrmToolBox or a Dataverse query to verify that the corresponding records are being created.

Simplify the Segment:
- If possible, try simplifying the segment to see if that improves the refresh time.
- Complex segments with multiple behavioral groups or filters might take longer to process.

Microsoft Support:
- If the issue persists, contact Microsoft Support. They can investigate the issue further and check for any underlying system problems.
- Provide them with specific examples of event check-ins that are not being reflected in the segment.

Provide Feedback:
- Submit feedback through the Customer Insights - Journeys portal or community forums.
- Express your need for more predictable and configurable segment refresh intervals.

Key Considerations:

Real-Time vs. Near Real-Time: Remember that "Real-Time Journeys" is more accurately described as "near real-time." There will always be some latency.

System Load: High system load can increase processing times.

Documentation Gaps: As mentioned before, the documentation for Real-Time Journeys is not always comprehensive.

In summary, while there's no perfect solution to force immediate segment updates, you can try the troubleshooting steps above and provide feedback to Microsoft.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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