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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / New account created tr...
Customer experience | Sales, Customer Insights,...
Suggested Answer

New account created trigger not working

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Posted on by CU10112244-0 2
Hi there
I want to create a journey in Microsoft Dynamics 365.
The trigger needs to be a new account created
I have created a new trigger with the below definition:
- The trigger will be activated when a record related to a customer is created
- The record is created on the table = account
- the audience for the trigger = contact (via attribute Primary contact)
- Trigger is activated when a new record was created

I have used that trigger to trigger my journey
After turning it live, I have created an account but the journey is not being triggered, meaning there is no contacts falling into the journey

Why is this not working?
Is there any other way to trigger the journey when a new account is created?
account created.png
trigger.png
Categories:
Dynamics 365 Customer Insights - Journeys
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  • Suggested answer
    Jimmy Passeti Profile Picture
    Jimmy Passeti 845 Most Valuable Professional on at
    Hello,
     
    Your trigger should be when a contact is created, not when an account is created.
    This way, you can validate whether the company of this contact is the company you want.
     
    Regards,
    Jimmy Passeti | Microsoft MVP
    ✅ Please mark as Verified if this answered your question!
  • Suggested answer
    ManoVerse Profile Picture
    ManoVerse 884 Super User 2026 Season 1 on at
    Journey always target Contacts, not Accounts. Your trigger didn’t fire because creating an Account doesn’t automatically add a Contact to the audience.
    Use a segment of Contacts linked to newly created Accounts, or Trigger on Contact creation/update when Primary Contact (parentcustomerid) is set. Direct Account-based triggers won’t work for journeys.

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