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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / By design or not?
Customer experience | Sales, Customer Insights,...
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By design or not?

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Posted on by Tim Ervik 6

I was playing around with Marketing application today and found that if you stop a customer journey that is already published. Clone this journey into a new one and then publish the new journey, All contacts that was already a part of the first journey will receive the emails all over again. Is this by design or am i missing something here?

Why is this usecase relevant? Because when you would like to make changes to a journey that is published it is, by design, not an option. you are not allowed to do that. If you would like to make other changes than content adjustment etc, you need to stop the journey and make a new one.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: By design or not?

    In addition to creating a design and various reports, you need to be able to sell it. I think it will help you - (sales training in Los Angeles). One of the current topics is how to sell the design idea to a skeptical client. It is important to learn how to show what value your projects bring. It is also important to listen more and speak less. This point applies to many areas. Try to explain your reasoning. Ask questions that reveal the whole picture. And of course, don't forget your perspective.

  • Suggested answer
    Aga M Profile Picture
    Aga M on at
    RE: By design or not?

    Hi Tim,

    Yes, it is by design. The new/second journey will always process all the contacts that match the segment in this journey (regardless if they have already participated in the first journey or not).

    Changing the structure of a journey is not supported in the product yet. Please submit this functionality as a proposal on the Dynamics Idea site, so that we can track and see what's the demand for this capability among our community / customers.

    Best Regards,
    Aga

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: By design or not?

    Hi Tim Ervik and kjoniXen,

    I received response from support ticket on 5/13, please take it as reference.

    ------------------------------------------------------------------------------------------------------------------------------------------------------

    Hi;

    this is by-design;

    form submissions are not connected to any particular CJ - i.e. when you submit a form you're anonymous.

    If you have more CJ (active) in the system the form submission will be routed to all of them.

    Also as a design choice we don't do date-based filtering on form submission tile - it is possible that marketer desires to run a feedback campaign on already submitted forms.

    If this behaviour (take only new form submission into an account) is desired - I recommend starting from an interaction segment instead and filter this segment based on form submission time.

    ------------------------------------------------------------------------------------------------------------------------------------------------------

    Regards,

    Clofly

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: By design or not?

    Hi Tim,

    I have reproduced your issue in two different instances and created a support ticket to investigate the issue for you.

    I'll give feedback to you once I get reply from the ticket.

    Regards,

    Clofly

  • Tim Ervik Profile Picture
    Tim Ervik 6 on at
    RE: By design or not?

    But in my case i don't have a segment. It is an easy usecase that starts with a marketing form, like the one below.

    pastedimage1589047724586v1.png

    When i make this journey a template and then create a new customer journey based on this template and makes som smal adjustements to the journey, f.eks. I add one or two more tiles in the end. Then all contacts that initially got the email in tile 2 automatically gets this once again. is this also by design?

  • kjoniXen Profile Picture
    kjoniXen 40 on at
    RE: By design or not?

    From my point of view, this is one of the weakest parts of D365 Marketing. In an Inboud Marketing context, you have long living campaigns and and you often want to change the content of the campaigns. Clofly Mao's solution is too heavy just to make small adjustments to a campaign. we should address this issue to the dev team.

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: By design or not?

    Hi Tim,

    It's by design, because system will always send marketing emails to members in segment whenever a customer journey is created and goes live.

    If you would like to remove contacts who have received marketing emails in customer journey 1 from customer journey 2,

    you could create a new segment to include these contacts, then set the segment to suppression  segment field of customer journey 2.

    As you said,  currently published customer journey couldn't be edited again, thus we should be careful when designning and runninng a customer journey.

    However, could you share me your more details about your business requirements that why you would like to edit a published journey again?

    If you just want to preview email in mailbox, then you could do it by email designer preview or Litmus previewer, or send a test email to your own mailbox.

    https://docs.microsoft.com/en-us/dynamics365/marketing/email-preview

    If you want to send marketing emails to customers periodically, then you you could set up a recurring customer journey.

    Regards,

    Clofly

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