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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Send Now customer jour...
Customer experience | Sales, Customer Insights,...
Suggested answer

Send Now customer journey security privileges

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Posted on by Community Member Microsoft Employee

Hey,

I'm experiencing a problem with the recently added send now feature. Our organization has several business units and also child business units for different regions for example. This has worked great for data governance, but doesn't seem to work with the send now function. 

When I use the send now function, a static segment and customer journey is created, but not at the business unit level apparently. All our rights are designed at the business unit level, so why is the created customer journey not in that level? Is this something I can fix? Our user doesn't have access, but I do see them with my system admin rights. 

The scoping feature is also not an option for us, since this doesn't take into account the parent/child structure (making it pretty useless in my opinion). 

Is there a way to see the customer journey from a send now campaign when a user doesn't have organizational rights (only at the business unit level)?

Kr,

Niels 

  • Naomi Chan Profile Picture
    Naomi Chan on at
    RE: Send Now customer journey security privileges

    Hi Niels,

    Thank you for reaching out to us about this issue. In February, we will release an update that assigns the user ownership, of the customer journey and segment, to the user that started the “Send Now” function. This will address the issues that you’ve faced.

    It’s awesome to hear that you’ve found the Send Now feature really helpful. If you’re open to sharing anymore feedback you have for this feature, please feel free to reach me at naochan@microsoft.com. Would love to hear your thoughts as we continue improving Send Now.

    Best,

    Naomi

  • Mauro Marinilli Profile Picture
    Mauro Marinilli 355 on at
    RE: Send Now customer journey security privileges

    Hello Niels, the behavior you mentioned it's not ideal when Business Units are used. We will get back to you with more details but thanks for the feedback in identifying this issue.

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Send Now customer journey security privileges

    Hi Niel,

    As what you thought, currently workflow would only be a workaround.

    Thanks for exploring and feedback on the new feature.

    If you had found any answer helped, please kindly mark as verified to close the thread,

    it would be greatly appreciated.

    Regards,

    Clofly

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Now customer journey security privileges

    You are right, I checked it and the owner of the customer journey created by 'send now' is 'marketingservices applicationUser'. This user is in the highest business unit level (organisational). A workflow could help, but still seems like a solution to a problem that should not exist in the first place. I opened a ticket to see why this was designed this way (seems counterintuitive).

    Thank you for thinking with me! Hopefully some people at Microsoft will read this and pick it up, since the send now function is really helpful. :)

  • Suggested answer
    cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Send Now customer journey security privileges

    Hi Niels,

    Please check Owner of the record that was created from Send Now function,

    in my trial version, it revealed that the record was owned by MarketingServices ApplicationUser.

    pastedimage1577426602158v1.png

    I thought that the customer journey which is automatically created from Send Now would be also assigned to a special user due to its a system action,

    (and the user had larger privilege than business unit level or even it had organization level prv)

    thus business unit level users couldn't see it.

    If above could be the reason, then build a workflow to assign the record to current user.

    Regards,

    Clofly

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Send Now customer journey security privileges

    At this moment only users with organisational rights (very few...mainly admin) can see the customer journey records which are created by the send now function yes.

    Idea of our situation:

    Organization

    |

    Business unit A - Business Unit B - Business unit C

    |

    Business Unit A Germany - Business Unit A France - Business Unit B - Germany - Business unit B France - etc

    Business unit A, B and C sell totally different products and each business units can have offices in multiple countries which are also separated.

    Managers have access at Business Unit A, B or C level and users (sales/marketing/service) has access at their corresponding office level (germany, france etc).

    Organizational access is as limited as possible. Till now, this all worked fine, but when i was testing the marketing 'Send Now' option, I noticed that I didn't have access to these customer journeys/mailings with my user/manager rights (still, the email/customer journey was created fine and was sent). The only way to see them right now is with my admin rights. So I was wondering if i'm doing something wrong/if this can be fixed, since all other functions work perfectly fine with our designed security privileges at business unit level.

  • cloflyMao Profile Picture
    cloflyMao 25,202 on at
    RE: Send Now customer journey security privileges

    Hi Niels,

    Could you kindly describe your situation in more detail?

    As per my understanding, do you mean that currently only admin(with organizational rights) could see customer journey records which are created from Send Now function?

    In addition, is your security role system administrator?

    For example, you and user A are in same business unit, 

    however, user A couldn't see the auto created customer journey record from the function?

    Regards,

    Clofly

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