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Business Unit Scoping and Blocked Contacts in Journey

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Posted on by LS-04041248-0

Dear Community,

i met a strange issue while working with Business Unit Scoping = TRUE.

We created a customer journey and a segment both with scope =Organization but ALL contact were stopped inside Journey.

Please note:

1. all contacts have right consent level

2. no contacts are in a suppresion segment

If we disabled Business Unit Scoping, Journey works well.

Someone meet the same issue?

Thanks for your time,

Laura

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Dengliang Li Microsoft Employee on at

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Hi,

As I am using Customer Insights-Journeys trial version, there is no outbound marketing module.
So can't test the outbound journey.

According to the official documentation.

Business unit support in Customer Insights - Journeys - Dynamics 365 Customer Insights | Microsoft Learn

So first, check if the segment owner's business unit is the same as the journey owner's business unit.

Secondly, whether there are members in the segment with the same business unit as the journey owner.

In addition, according to this official document.
customer-insights/ci-docs/journeys/business-units-support-outbound-marketing.md at main · MicrosoftDocs/customer-insights · GitHub

Please also check that the segment used for the journey is a static segment.

Best Regards,
Dengliang Li

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LS-04041248-0 18 on at

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Hi Li,

thanks for your answer.

in this articles (https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/business-units-support-outbound-marketing) on Outbound Marketing we find:

Customer journey scopes, design, processing, and content settings

Business units affect customer journeys as follows:

When scoping is enabled for your instance, each customer journey has a Scope setting that can be set to "organization" or "business unit." In addition:

Business unit scoped journeys only process contacts from the same business unit as the journey owner, even if the journey targets segments, lists, and/or pages with contacts from different business units.

Organization scoped journeys process contacts from all business units.

Standard and advanced users are limited to creating journeys scoped at the business unit level.

Only users with create/update at the organization-level permissions are able to select the organization scope setting.

When scoping is disabled for your instance, all journeys are scoped at the organization level, which means they'll process all contacts in the targeted segments, lists, and/or pages, regardless of which business unit each contact belongs to.

There's no mention of any automatic scope as into customer insight - Journey.

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Dengliang Li Microsoft Employee on at

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Hi,

Yes, according to the documentation, outbound marketing journeys do not automatically set the scope after enabling the scope for the example.

According to this official document, contacts stopped in the middle of a journey for different reasons.

Glossary of common insights terms - Dynamics 365 Customer Insights | Microsoft Learn
However, your description does not match the reasons described in the documentation.

Therefore, I suspect this is a bug.
If this issue is affecting your normal business, it is recommended that you raise a support ticket for further support.

Best Regards,
Dengliang Li

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