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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Is it possible to make...
Customer experience | Sales, Customer Insights,...
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Is it possible to make an if/then tile dependant on a task?

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Posted on by Dan_the_chiwi_man 25

Dear experts,

I am working on the design of a customer journey to capture the feedback from people that left/exited our services.

The journey will start with an email that contains a link for the survey. If not answered after a period of time (7 days), a second email with a reminder will be sent. 

The third step will be to send a mobile phone sms message but first we need a way to check we have an updated mobile number for the person: I was thinking about creating a task for the journey owner to check if we have or not such number, and then, if we do, put that person on a list... if not... simply exit the journey.

3125.Capture-of-Dan_2700_s-Customer-Journey-for-Exit-Interviews.JPG

or more in detail:

pastedimage1629842195323v2.png

Now I am thinking there might be an automatic way to do that, reducing the need for the task...is there?

Many thanks in advance,

Dan

 

  • Dan_the_chiwi_man Profile Picture
    Dan_the_chiwi_man 25 on at
    RE: Is it possible to make an if/then tile dependant on a task?

    Duh!! You're absolutely right Nya... one with, the other one WITHOUT...

  • Verified answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Is it possible to make an if/then tile dependant on a task?

    Hi Dan,

    The difference of the 2 streamlines you mentioned is confused.

    Do you mean case-sensitive or should one of them be WITHOUT?

    But, anyway, the mobile phone can be set as the condition in segment.

    pastedimage1630046235131v1.png

  • Dan_the_chiwi_man Profile Picture
    Dan_the_chiwi_man 25 on at
    RE: Is it possible to make an if/then tile dependant on a task?

    Hi Nya,

    We don't yet have a Dynamics integrated system to automatically send SMS as part of the Customer journey... so the ideal situation would be for the customer journey to automatically create a list of people (and mobile numbers) for the SMS to be sent to.

    but combining those 2 lines of thinking, I guess I could create 2 similar streamlines:

    - one for a segment for people with Mobile phones and

    - another for the segment of people with mobile phones.

    Dan

  • Suggested answer
    Nya Profile Picture
    Nya 29,058 on at
    RE: Is it possible to make an if/then tile dependant on a task?

    Hi Dan,

    Would you please describe what criteria you use to determine whether you have an updated mobile number for the person？

    If it's not too complicated, try adding the relevant filter criteria to the Segment so that this Task can be omitted.

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