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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey Value...
Customer experience | Sales, Customer Insights,...
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Customer Journey Value in Workflow

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Posted on by Stephani

I am triggering a workflow from a Customer Journey.  This works.  However, when I try to pull the Customer Journey value into a field, it remains blank.  In the screen you can see that the Entity is Source Customer Journey (Customer Journey) and the only field available to me is Customer journey.

Thoughts on how I can populate the Customer Journey field with the Customer Journey that triggered the workflow?

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  • Verified answer
    cloflyMao Profile Picture
    cloflyMao 25,210 on at
    RE: Customer Journey Value in Workflow

    Hi Stephani,

    Is Event Attendance a custom entity?

    Source Customer Journey is an OOB field of contact entity, you can find it in Details > MARKETING, the field will be only populated if contact record is created from a customer journey.

    If your contacts had existed in crm, then the field will never be populated, so that would be the reason that why your field remains blank.

    Currently workflow in customer journey couldn't detect customer journey that included itself, that because cj workflow run on Contact entity,

    while the only relationship between contact and customer journey is N:1, the source customer journey field of contact.(It's in Contact > N:1 relationship)

    Please set your field to a specific customer journey value.(which means you should create multiple workflows if you would like to create event attendance from different customer journeys)

    Regards,

    Clofly

  • Stephani Profile Picture
    Stephani on at
    RE: Customer Journey Value in Workflow

    Thank-you, Clofly.  That is exactly why it is not working.

    Yes, Event Attendance is a custom entity.  We are looking to record confirmations of attendance.  

    Do you know of any way to have the record populate dynamically with the Customer Journey that triggered the workflow?

  • cloflyMao Profile Picture
    cloflyMao 25,210 on at
    RE: Customer Journey Value in Workflow

    Hi Stephani,

    Workflow could only find its related entity records, even thought we could extend more functions in workflow with some solutions

    such as Dynamics-365-Workflow-Tools or UltimateWorkflowToolkit.

    A customer journey can trigger a workflow, but a workflow might not knows which customer journey triggered itself.

    A workflow could only use one entity as context, and there is no relationship when adding a workflow in a customer journey,

    so I think the field could be only populated dynamically by some services from marketing application SDK.

    I'll try to build a custom workflow activity to test whether there is any approach.

    Regards,

    Clofly

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