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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey for S...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Customer Journey for Surveys... what if user completes the survey in a non "scheduled" time?

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Posted on by Dan_the_chiwi_man 25

Hi experts...

I am creating a journey for people to complete an exit survey. 

The idea of the journey is for people to complete a survey and as far as I understand, it will "loop" itself every 7 days. After 7 days there would be, in theory, people that completed the survey, and people who hasn't. 

I have a second streamline with a segment for people that have not complete the survey and it starts sending a reminder email with a link to the survey. 

Again, that reminder might or not be successful on getting people to complete the survey.

- How do I stop that second streamline to "loop" itself forever if people doesn't complete the survey?

How do I make the highlighted end in a way that people that gets to that node will go automatically into an "exclusion" list?

pastedimage1630376280259v1.png

Dan

Dan

 

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi Dan,

    I guess that you're worried about sending your reminder (the highlighted no branch) repeatedly to the same contacts who have never finished the survey. 

    If yes, the customer journey will only process a contact once even if it is a recurring one.

    So it will not loop forever.

    A wait time can be set for the If /Then tile. If the contacts meet the condition within the time, they will be processed in yes branch and if do not meet, they will go to the no branch.

     

    And here is my sample. 

    pastedimage1630391119769v1.png

    1. You can add an If /Then tile after the reminder email in no branch.
    2. Do the same operations in the second yes branch.
    3. Do nothing in the second no branch.

    It allows to send the reminder to the contacts who haven't finished the survey in a certain period.

    If they complete the survey after receiving the reminder, they will be sent the Thanks email.

    If they receive the reminder and still don't complete the survey, no further action will be taken.

     

    If I have misunderstood something or there is any further doubt, please do not hesitate to let me know.

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