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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey trigg...
Customer experience | Sales, Customer Insights,...
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Customer Journey trigger based on score change

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Posted on by pdr469 177

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
  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

    @Canada365guy Yes, I'm aware of how to trigger based on score change. But my client wants the contacts/leads that have left the journey due to score change to be able to pick up where they left off in the journey after the score changes AGAIN and they re-enter the associated segment. So far I see no way to do this within the journey. The approach I'm taking at this point is to have multiple segments to account for sent emails and then a journey to track each. Let me know if this makes sense or if there is a more sophisticated way to accomplish what they want.

  • ashish12 Profile Picture
    ashish12 3,079 on at
    RE: Customer Journey trigger based on score change

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

  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

    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?

  • d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Customer Journey trigger based on score change

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

    Thanks,

    -DD

  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

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

  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

    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?

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Customer Journey trigger based on score change

    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

  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

    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?

  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at
    RE: Customer Journey trigger based on score change

    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

  • pdr469 Profile Picture
    pdr469 177 on at
    RE: Customer Journey trigger based on score change

    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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