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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Building Conditional S...
Customer experience | Sales, Customer Insights,...
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Building Conditional Sequences with Custom Fields

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Posted on by Jeremy Barstead 15

Hi, 

I am attempting to build out a sequence for Sales Accelerator with conditional pathing based on Phone call outcomes (Advanced Field Value>Related Entity>Phone Call (Regarding)> Call Status(My Custom Field)>Wrong Number/ Not in Service (in separate rows).

No matter how I build it out (See images below), it always paths to the "No" result.
I have also tried checking the boxes and saving them, however, when I close the page and reopen it they are unchecked again. 

Any assistance would be greatly appreciated!

Thank you!

Screen-Shot-2022_2D00_08_2D00_17-at-2.49.12-PM.pngScreen-Shot-2022_2D00_08_2D00_17-at-2.48.34-PM.png

I have the same question (0)
  • Suggested answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,119 Moderator on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Jeremy Barstead

    I think you need something like the below:

    pastedimage1660808788830v1.png

    Am I right?

    Let me know if I can provide more details.

    Thanks

    Regards,

    Abdul Wahab
    Power Platform/Customer Engagement Developer/Lead/Solution Architecture/Project Manager
    Direct/WhatsApp:+923323281237
    E-mail: abdulwahabubit@outlook.com
    Skype: abdul.wahabubit
    Linkedin: www.linkedin.com/.../

  • Jeremy Barstead Profile Picture
    Jeremy Barstead 15 on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Abdul Wahab ,

    Thanks for responding. I am a little confused about how you structured yours. I see that your picture has "Or" selected instead of "And", however, anytime I select "Add Related Entity" the "And" Button appears Greyed in and unclickable.

    Screen-Shot-2022_2D00_08_2D00_18-at-11.17.26-AM.png

    To add a little more context to my original post. I have created Custom Fields on the Phone call card in order to be able to track the results of these calls (Image Below). However, I want to be able to filter out calls that were successful from calls that were not (Example: Call me next week/Send more information vs. Wrong number/ not in Service).

    Screen-Shot-2022_2D00_08_2D00_18-at-11.10.52-AM.png

    Thanks again!

  • Abdul Wahab Profile Picture
    Abdul Wahab 12,119 Moderator on at
    RE: Building Conditional Sequences with Custom Fields

    Hi 

    Please follow the below steps:

    Step #1: 

    pastedimage1660837770155v2.png

    Step #2:

    pastedimage1660837808337v3.png

    Step #3:

    pastedimage1660837926431v4.png

    Step #4:

    pastedimage1660837969019v5.png

    Step #5:

    pastedimage1660838013716v6.png

    Let me know if I can provide more details.

    Thanks

    Regards,

    Abdul Wahab
    Power Platform/Customer Engagement Developer/Lead/Solution Architecture/Project Manager
    Direct/WhatsApp:+923323281237
    E-mail: abdulwahabubit@outlook.com
    Skype: abdul.wahabubit
    Linkedin: www.linkedin.com/.../abdul-wahab-a5b8b011a

  • Jeremy Barstead Profile Picture
    Jeremy Barstead 15 on at
    RE: Building Conditional Sequences with Custom Fields

     Abdul Wahab 

    I used the format below, however, I am now getting the "yes" answer no matter what answer I put (Example: Left a Voicemail.

    Screen-Shot-2022_2D00_08_2D00_18-at-12.43.35-PM.png

  • Verified answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,119 Moderator on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Jeremy Barstead,

    Here you are

    pastedimage1660882219633v1.png

    Let me know if I can provide more details.

    Thanks

    Regards,

    Abdul Wahab

  • Jeremy Barstead Profile Picture
    Jeremy Barstead 15 on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Abdul Wahab,

    I attempted to recreate your format, however, I can't find the POCs (POC 1) option so maybe that's where I'm having the issue?

    I tried to make everything else the same as your format, however, I am still getting all "yes" Answers, even when Responding with Voicemail.

    Screen-Shot-2022_2D00_08_2D00_19-at-9.31.17-AM.png

  • Suggested answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,119 Moderator on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Jeremy Barstead,

    I just tried to make it similar. You achieved what I told you. Your filters are correct now.

    Let me know if I can provide you with more details.

    Thanks

    Regards,

    Abdul Wahab

  • Suggested answer
    Abdul Wahab Profile Picture
    Abdul Wahab 12,119 Moderator on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Jeremy Barstead,

    If I answer your question then please mark it as verified.

    Let me know if I can provide you with more details

    Thanks
    Regards,

    Abdul Wahab
    Power Platform/Customer Engagement Developer/Lead/Solution Architecture/Project Manager
    Direct/WhatsApp:+923323281237
    E-mail: abdulwahabubit@outlook.com
    Skype: abdul.wahabubit
    Linkedin: www.linkedin.com/.../

  • Suggested answer
    Jeremy Barstead Profile Picture
    Jeremy Barstead 15 on at
    RE: Building Conditional Sequences with Custom Fields

    Hi Abdul Wahab ,

    Sorry for the delay here. I went back and forth on this one and it turns out that your suggestion does work, however, there is either a bug or an issue in the way the sequences are working.

    After conducting further research I found that IF the prospect already has data entered on the custom field from a previous interaction, the sequence cannot differentiate between the two and will default to False (unless other conditions have been met), instead of taking the most recent response.

    So in order for this to work, the prospect cannot have a previous call with (In my case) C1 filled out.

    The workaround I have come up with is that I have created C1-5 (C1 being the first call and C5 being the 5th call), in which the sales rep needs to be diligent about filling in the correct section.

    If anyone knows how to bring this to Microsoft's attention so that it will take the most recent input, please let me know.

    Thank you!

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