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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Inbound Marketing jour...
Customer experience | Sales, Customer Insights,...
Suggested answer

Inbound Marketing journey without contact record

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Posted on by kjoniXen 40

What is best pratice to create an inboud journey when someone download an e-book?

I want an MQL (Marketing Qualified Lead) for every registration and I don't want to create contacts. Contacts are created (or matched against existing) when salesmen convert SQL (Sales Qualified)  to opportunity.

I have a marketing form that creates lead for every registration, but cannot find any way to change status (MQL to SQL) or any field on leads in the journey editor. The workflow tile ONLY work on workflows that runs in context of contacts (not lead).

Am I missing something?

  • kjoniXen Profile Picture
    kjoniXen 40 on at
    RE: Inbound Marketing journey without contact record

    @Aga: How do you suggest that I indicate that this lead is ready for sale (SQL)? The fields is added out of the box under process step "Automated Marketing Qualification", but how can they be changed in the customer journey?

  • Suggested answer
    Aga M Profile Picture
    Aga M on at
    RE: Inbound Marketing journey without contact record

    Hi kjoniXen,

    Thank you for the question.
    At the moment, our customer journey runs on contacts only.
    Therefore, the best way to create an inbound journey for people who downloaded an e-book would be to:
    1) create a segment of all who submitted the form (prerequisite to download the e-book)
    2) create a lead of all who are in the journey (who submitted the form)
    The trigger journey for a given lead is stored and available in Lead's details as a source journey (see attached screenshot).

    Lead_5F00_SourceJourney.PNG

    Best Regards,
    Aga

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Inbound Marketing journey without contact record

    Hi kjoniXen,

    You can know what campaigns your MQLs triggered on based on interaction data by javascript code.(If they have corrensponding contact records)

    https://docs.microsoft.com/en-us/dynamics365/marketing/developer/retrieve-interactions-contact

    For example, if I run 2 customer journeys for same contact, and all of these customer journey are just used for sending marketing email,

    then 2 EmailSent type interaction records will be created for the contact, these interaction data contains its parent customer journey data.(the triggered campaign)

    You could import my demo web resouce into your environment for check.

    
    
    
    Title
    




    
    
        
    Engaged customer journeys of current contact.(Email Sent)

    pastedimage1583218101966v1.png

    Raw json data:

    [
   {
      "SendingId": "98e9afcc-1f4c-cb7c-e141-dd2e30c371f8",
      "ContactId": "43ecb60e-555c-ea11-a811-000d3a80c0ee",
      "EmailAddressUsed": "clofly@xxx.com",
      "EmailDomain": "xxx.com",
      "MessageId": "108a53e4-de48-ea11-a812-000d3a80c481",
      "CustomerJourneyId": "fb0e8c51-115d-ea11-a811-000d3a80c0ee",
      "CustomerJourneyIterationId": "9e7ae839-b822-4bab-b77a-6736002facaf",
      "UsageType": "CustomerJourney",
      "ActivityId": "4a005da6-3f54-d361-3b3d-8e6136daa80d",
      "AccountId": "c29b5eb4-a848-ea11-a812-000d3a80c481",
      "OrganizationId": "f058ab5e-df5e-4f46-a413-28c5334d27e4",
      "InteractionType": "EmailSent",
      "Timestamp": "2020-03-03T05:45:54.711 00:00"
   },
   {
      "SendingId": "644eb347-81a7-8665-4f5d-89353e05fb64",
      "ContactId": "43ecb60e-555c-ea11-a811-000d3a80c0ee",
      "EmailAddressUsed": "clofly@xxx.com",
      "EmailDomain": "xxx.com",
      "MessageId": "108a53e4-de48-ea11-a812-000d3a80c481",
      "CustomerJourneyId": "010637ed-115d-ea11-a811-000d3a80c0ee",
      "CustomerJourneyIterationId": "fe771ea3-4398-4098-acfc-bb77d7ddf981",
      "UsageType": "CustomerJourney",
      "ActivityId": "08ddf74c-f34c-bee9-a369-c34540d741cc",
      "AccountId": "c29b5eb4-a848-ea11-a812-000d3a80c481",
      "OrganizationId": "f058ab5e-df5e-4f46-a413-28c5334d27e4",
      "InteractionType": "EmailSent",
      "Timestamp": "2020-03-03T05:51:02.354 00:00"
   }
]

    In your scenario, you could change InteractionType to FormSubmitted, because ebook can be only downloaded when recipient submitted form successfully.

    Regards,

    Clofly

  • kjoniXen Profile Picture
    kjoniXen 40 on at
    RE: Inbound Marketing journey without contact record

    Yes, but what if I have several campaigns and I want to to know what campaigns my MQLs triggered on? One contact can trigger on several campaigns

    I understand that I can have several fields on contact that identify my different campaigns, but then I have to create a new field for each campaign. That is not an end-user task and we can not build  routine that involves systemuser when customer needs to create new campaigns.

    I wonder if a better solution is to skip MQL creation when ebook is downloaded (MQLs is leads which is "in process" in a Journey, but no record) and create SQLs with the lead creation tile when lead is ready to be SQL.

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Inbound Marketing journey without contact record

    Hi kjoniXen,

    Customer journey can only run for contact entity.

    You could set Marketing only field of your contacts who are associated with MQL to Yes to distinct them with contacts who are associated with SQL,

    then build a segment which is based on MQL to run customer journey. 

    Meanwhile, create a view to show Marketing only contacts.

    For your contacts who are associated with SQL: contacts that you never engage in marketing activities won't be counted as part of Marketing contacts quota,

    In a word, you could distinct different type of contacts by some fields, and query "Marketing only" contacts from their related MQL records.

    Regards,

    Clofly

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