We currently have a problem with the integration of MSD Marketing Customer Journeys into our existing MSD Sales processes. After we could not find any solutions despite numerous tests, we are now turning to you.
Here is a brief summary of the initial situation or the problem that occurred:
We try to initially trigger the customer journey via a dynamic segment. Our forms are basically geared towards leads. In the course of the form submission, the corresponding contact data record from the sales database is linked in the created lead. If no contact record exists yet, it is created via a custom process and linked to the form submission. The resulting contact should subsequently become a member of the dynamic segment and thus of the customer journey during the next synchronization.
Problem:
Contact that does not match the filter of a dynamic segment until after its creation is not included as a member.
Test cases:
1. form submissions are already attached to contacts before the dynamic segment is created. Proper contacts are represented in the segment after creation and run into the Customer Journey.
2. test person fills out the same form some time later and both lead and form submission are attached to the contact, but no new member is shown in the segment. Saving again does not produce a different result.
https://i.imgur.com/Hnx0Xbm.png -> segment has 5 members, but there should be 6, because we did another test (scenario: contact was not present before -> lead was newly created -> creation of contact, linking of contact with marketing form submission | lead: i.imgur.com/8Fr4N87.png | contact: https://i.imgur.com/dxdawo9.png)
3. New dynamic segment is created with the same settings as the first time. Here the contact created in 2 is displayed as a member. (https://i.imgur.com/dNWIaya.png - there are 6 members)
Do you have any ideas what is the reason and how we can solve the problem?
Thanks in advance!
