Email Activity created using Customer Journey

(0) Share

Report

Posted on by Venedict

1,235

Hi All,

Does anyone know whenever the customer journey created the activity such as email, phone call, where is the record is storing? Previously using Campaign management to do mass mail out, the activity is created under respective contact. Now with customer journey, it seem those activity is not showing under the contact.

Thanks. Any advice is much appreciated.

Regards,
Teh

I have the same question (0)

All responses (8)

Answers (1)

cloflyMao 25,210 on at

Like (0)

Report

Hi Teh,

You can find tasks, appointments and phone calls records under My work menu.

You should add a workflow tile in your customer journey to create email activity from customer journey.

Email activity records are in Dynamics 365 -- custom application in apps page.

The app is similar to sales hub application in Customer Engagement.

Regards,

Clofly

Was this reply helpful? Yes No
Venedict 1,235 on at

Like (0)

Report

Hi Clofly,

Sorry I think I didn't mentioned clearly. I should said for the marketing email that sent from Customer Journey, there is no email activity created. Is that correct?

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

Hi Teh,

Yes, marketing email has its own back-end engine, it won't generate marketing email records for contact like activity email.

So we couldn't receive reply of marketing email from recipients.

If you enable 2020 wave 1 early access for your marketing application, then you can export insights data(includes marketing email record and customer journey record) as csv for analytic.

Please let me know whether you have other doubts.

Regards,

Clofly

Was this reply helpful? Yes No
Venedict 1,235 on at

Like (0)

Report

So can I said that, there is no way to review or check back what email had sent before to the contact or account in this case if using customer journey?

Was this reply helpful? Yes No
Verified answer

cloflyMao 25,210 on at

Like (0)

Report

You can check or review detailed statistics of a specific marketing email in a customer journey record.

(if you customer journey target is Account, it'll send marketing email to all contacts under account)

For example, you can check statistics of marketing email A in customer journey A.

It can be said that it won't generate entity records in Dynamics 365 Marketing application like activity email,

but once an email had been sent to contacts successfully, it'll still generate insights records as confirmation that the email had been sent to target contacts.

In this example, 3 emails has been sent, so there are 3 insights records.

In other word, sent marketing email records couldn't be reviewed or checked by us directly, but we can take insights data as confirmation indirectly.

Regards,

Clofly

Was this reply helpful? Yes No
Venedict 1,235 on at

Like (0)

Report

Hi Clofly,

Thanks for your prompt reply. I will try to upgrade our sandbox with 2020 wave 1 release preview and test again.

Thanks.

Was this reply helpful? Yes No
cloflyMao 25,210 on at

Like (0)

Report

Hi Teh,

Ok, I would like to add a supplement.

After our marketing application has been updated with new release,

we should enable new features manually in Settings > Other Settings > Feature switches:

Regards,

Clofly

Was this reply helpful? Yes No
kovinina 70 on at

Like (0)

Report

Hi Clofly,

is it possible to disable insights on a per contact basis?

For example: for a specific contact "XY" we would like to NOT collect or DISABLE the tracking of all data in regards to email activities.

Thanks in advance,

Nina

Was this reply helpful? Yes No