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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Form templates real time
Customer experience | Sales, Customer Insights,...
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Form templates real time

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Posted on by SP-15120833-0 13
Hello, 
 
Since a couple of weeks, form templates are available in Customer Insights Journeys. So, I made some form templates but based on the default audience target (configured in formsettings), form templates are displayed. So, you don't see all the form templates, but only the ones that match the default audience target. When you customize them within the form and then go to form templates, no form templates are displayed at all. Is this a bug?
 
I made in total 35 form templates, 5 of them are contact only. The default audience target is contacts. So, I only see these 5 records.. When I changed another template record to only contacts, I also saw this record (so in total 6 records).
 
Does anybody know how to fix this? Or a solution to see all the form templates? I converted one form template from contacts to contacts & leads, but I automatically generate a lead when submitting the form. Even if there are contact (only) fields within the form.. 
Categories:
Dynamics 365 Customer Insights - Journeys
I have the same question (0)
  • Suggested answer
    AS-16040842-0 Profile Picture
    AS-16040842-0 4 on at
    Form templates real time
    Hello SP-15120833-0, 
    I have experienced the same problem and provided feedback via the Dynamics 365 Ideas Portal: Microsoft Idea
    Feel free to vote for my submission. :-) 
  • Verified answer
    Daivat Vartak (v-9davar) Profile Picture
    Daivat Vartak (v-9d... 7,827 Super User 2025 Season 2 on at
    Form templates real time
    Hello SP-15120833-0,
     

    You've accurately described a significant and frustrating limitation with form templates in Customer Insights - Journeys. The audience targeting behavior you're seeing is not a bug in the sense of a system malfunction, but rather a design choice that severely restricts the usability of form templates.

    Here's a breakdown of the situation and potential workarounds:

    Understanding the Behavior:

    • Audience Targeting Filters: The form template selection is indeed filtered based on the default audience target configured in your form settings. This means:

      • If your default audience is "Contacts," you'll only see form templates targeting "Contacts" or "Contacts and Leads."
      • If your default audience is "Leads," you'll only see form templates targeting "Leads" or "Contacts and Leads.

    • Customization Impact: Once you customize a form based on a template, the system seems to lose the association with the template, and it may disappear from the template list.

    • Lead Generation: The automatic lead generation behavior you observed when changing a template's target to "Contacts and Leads" is also by design. If the form allows lead creation, it will create a lead.

      •  

    Why This Is Problematic:

    • Limited Visibility: It makes it difficult to manage and reuse form templates effectively.
    • Inconsistent Experience: Users might not understand why they're not seeing all available templates.
    • Workflow Disruption: It hinders the ability to quickly create and deploy forms based on a wide range of templates.

      •  

    Workarounds and Solutions:

    1. Adjust Default Audience Targeting (If Feasible):

      • If possible, consider changing your default audience target to "Contacts and Leads." This will make all form templates visible.
      • However, this might not be suitable if you have strong separation requirements between contacts and leads.

    2. Document and Communicate:

      • Clearly document the audience targeting behavior and communicate it to your users.
      • This will help them understand why they're not seeing all templates.

    3. Create Separate Environments (Less Ideal):

      • If you have distinct contact-only and lead-only form creation needs, you could create separate Customer Insights - Journeys environments.
      • This is a more complex solution but would provide complete isolation.

    4. Provide Feedback to Microsoft:

      • This is crucial. Submit detailed feedback to Microsoft through the Dynamics 365 Feedback Portal.
      • Explain the limitations of the current audience targeting behavior and request improvements.
      • The more users who provide feedback, the greater the likelihood of Microsoft addressing the issue.

    5. Manual Template Management:

      • Since you have 35 templates, it may be worth it to manually document what each template is used for, and who it is targeted towards. This will help with the current lack of template management. 

    6. Use segments to filter forms:

      • While not a direct fix, you can use segments to filter the audience that sees a form. This will not change the template selection, but will allow you to have very targeted forms. 

      7.  

    Key Takeaways:

    • The audience targeting behavior is a design limitation, not a bug.
    • Provide feedback to Microsoft to advocate for improvements.
    • Document and communicate the behavior to your users.
    • Use segments to add another layer of targetting.
     
    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
  • Verified answer
    Holly Huffman Profile Picture
    Holly Huffman 6,520 Super User 2025 Season 2 on at
    Form templates real time
     Seems to be related to how Customer Insights - Journeys filters form templates based on the default target audience.
    • the system filters form templates to only show those that match the default audience target (e.g., Contacts, Leads, or Contacts & Leads). This is why you only see the 5 templates configured for "Contacts."
      • when you customize a form and then return to the form templates, the system might not recognize the customized form as part of the default audience target, causing it to disappear from the list.
      • when using "Contacts & Leads" as the audience target, the system is designed to generate a lead even if the form primarily contains contact fields. This is expected behavior for that audience type.
     potential solutions - 
     
    • Adjust the Default Audience Target:
      • Navigate to the Form Settings and change the default audience target to "Contacts & Leads" or another appropriate option.
      • This should allow you to see all templates configured for that audience type.
    • Use the Audience Picker:
      • In the form editor, use the Audience Picker (usually in the top-right corner) to manually select the audience type you want to work with. This can help ensure the correct templates are displayed.
    • Review Form Customizations:
      • If customized forms are disappearing, ensure that their audience target is correctly set and saved. You might need to reassign the audience target after making customizations.
    • Feedback to Microsoft:
      • If this filtering behavior is causing significant workflow issues, consider providing feedback to Microsoft through the Dynamics 365 Ideas Portal. They may consider enhancing the feature in future updates. 

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