Hi all,
I’m exploring the features of the marketing module of Dynamics 365, and I have a few questions about the Customer Journey behaviour:
For example imagine you have a Customer Journey that starts sending an email to the contacts asking for some documentation and goes on until he sends it. If the contact sends the documentation by ordinary mail, or calls and orders to cancel all the operation, ¿how could the responsible push the customer trough a specific branch, or stop the journey?
I think this might be achieved by using exclusion segments or something like that, but since I’m having some issues going live with the Customer Journeys in my trial environment, I’m not able to check it.
Thank you
as @Clofly suggests for #2, when somebody is already progressing in the journey, suppression segment is the right mechanic to move them out of the running journey
for #1, ability to trigger based on contact attributes, best would be to logically break this up into separate journeys. save the contacts flowing into the last step of the campaign as a segment S1. this is quite convenient using save-as segment behavior.
docs.microsoft.com/.../generate-segment-from-journey
then use a compound segment S2 to build a desired journey. the segment definition would be:
S2 = (S1) AND (contact.attribute=SomeValue)
Hi Eduardo,
For q1: Could you provide more details of your requirement that evaluating info contained in the entity in the triggers?
I typically add the Trigger tile after Content tile, then I can set source(from previous tile) and condition in its rule properties.
For q2: Were you planning to force an exit of a contact from a customer journey or remove him in customer journey when the contact made cancelling subscription request? If so, there are several ways:
1. Add a Scheduler tile in your flow to create a delay and then you can remove contacts.
2. Add suppression segment in Customer Journey even it is Live, you could read those articles as reference:
https://docs.microsoft.com/en-au/dynamics365/customer-engagement/marketing/suppression-segments
Note: There is a important and useful information:
Dynamic segments get refreshed about once an hour when they are live.
Regards,
Clofly
André Arnaud de Cal...
292,160
Super User 2025 Season 1
Martin Dráb
230,962
Most Valuable Professional
nmaenpaa
101,156