Customer Journey trigger based on score change

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Posted on by pdr469

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I'm building out a demo for a client who has the following use case. I've managed to setup a scoring model and a dynamic segment that will capture the related contacts but I am struggling with the customer journey, specifically the requirement to stop the series based on the score changing. I see no way to do it. Am I missing the possibility of stopping a customer journey based on a score change? If so how do I do that?:

Customer’s Attrition Score goes below a certain level (0.5) and defines him/her as LOST NAV segment
Start LOST NAV attrition email series (12) by asset class
Not Opened: Follow up email (2 days later) and continue series
Webtracking on risk topic will increase scoring
Opened: Survey (2days later) about the not clicked content and continue series
Webtracking on risk topic will increase scoring
CTR: Webinar invitation on Risk
Webtracking on risk topic will increase scoring
When score goes back to normal, stop the series and send survey on desired education content with selection of real webinars and papers.
If score goes again below and defines him/her as LOST NAV segment, then starts back the series from where it stopped

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d_radulova 2 User Group Leader on at

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Hi @pdr469,

You need a suppression segment. Any customer who joins your suppression segment will get taken off the journey.

Step 1- create a suppression segments based on Lead score. Have a look at this

[View:https://community.dynamics.com/365/marketing/b/dynamics-365-for-marketing-community-blogs/posts/lead-score-in-segments:750:50]

Step 2 -

Add the segment to your customer journey as a suppression segment here -

Have a go and let me know how you get on.

Thanks,

-DD

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pdr469 183 on at

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Thanks, that helps. How will the Customer Journey know to pick up where it left off if the customer moves back to that negative score state?

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d_radulova 2 User Group Leader on at

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Unfortunately, it won't. Once removed from the journey, they won't go back on it, unless they join a different entry point / segments/ branch.

Thanks,

-DD

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pdr469 183 on at

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In this case, however, they would go back to the first segment that detects their low score. So as long as they go back to that segment and the journey detects it, would it know to pick up where they left off in the series?

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d_radulova 2 User Group Leader on at

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A contact can enter a customer journey from an entry point / segment only once.

They could go on a different path, enter the journey from a different segment if that's how you choose to design it.

Thanks,

-DD

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pdr469 183 on at

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The client wants it to be able to detect what email they had been sent earlier in the series. If the customer journey won't be able to detect where they left off, is there a way for me to tell it to check for a particular email sent already so they don't receive the same series of emails again?

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pdr469 183 on at

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Ok thanks. I found another way to meet the requirement.

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d_radulova 2 User Group Leader on at

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Would be interested to know how if you don't mind sharing.

Thanks,

-DD

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pdr469 183 on at

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Well my idea was to use a combination of a custom field and workflow where the workflow would update the field when an email is sent and then I would use several customer journeys for each email in the series instead of one. My challenge now though is I can't seem to find a record in Dynamics to key on for "email sent". There is Insights but I can't find a way to drill down to the actual sent email record. Do you know if it's stored as a record somewhere?

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ashish12 3,079 on at

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Check this post: community.dynamics.com/.../lead-score-in-segments

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