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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Drill down capabilitie...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Drill down capabilities = who opened my email?

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Posted on by pnixon 30

I setup a User Journey, and my results are:

pastedimage1588158025677v1.png

Can I drill down into WHO opened my email?

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  • Suggested answer
    cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi pnixon,

    Yes, we can see who opened email in a specific customer journey during a period.

    1. In a live customer journey, select a marketing email tile and click "View details" link.

    pastedimage1588160675693v1.png

    2. In Interaction menu, we can find who opened email from both timeline and table in grid.

    pastedimage1588160858437v2.png

    pastedimage1588160984706v3.png

    In addition, we can also filter result in Marketing Email > Insights > Interaction directly:

    pastedimage1588161092460v4.png

    Regards,

    Clofly

  • pnixon Profile Picture
    pnixon 30 on at

    Hey, thank you for the reply. The issue with that is, there is no direct link back to the Contact record. This means that if I have 5 'Brian Adams' in a Customer Journey, then I cannot tell who opened the email.

  • cloflyMao Profile Picture
    cloflyMao 25,210 on at

    Hi pnixon,

    Have these 5 'Brian Adams' same mailbox?

    Even if they have same name, but the mailbox of them might be different.

    pastedimage1588167437559v1.png

    In addition, there is a behavior that is not very obvious:

    when we double click the fullname area of a contact, it will navigate us to target contact record.

    pastedimage1588167543885v2.png

    A pop up will ask us whether to leave current page:

    pastedimage1588167622020v3.png

    After click "Ok", we will open the entity form of the clicked contact.

    Due to each record has a unique GUID(it can be found in address bar parameters), thus we could distinct contacts who have same full name.

    Regards,

    Clofly

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