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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Journey
Customer experience | Sales, Customer Insights,...
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Customer Journey

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Posted on by Gautam_Shandilya 45

Hello Members

My client wants to send marketing communication to its customer . They will mostly use it to send promotional emails. They will be getting promo codes from D365 F&O via integration and will store it in a custom entity in CRM. Now, while triggering a customer journey they dynamically want to attach those promo codes to each member of segment while sending Marketing Email . Now, my question here is: 

1. How to attach promo codes to segment members while sending email communication in customer journey?

2. Also, they want to send SMS communication in customer journey, is there a way to achieve it? 

Note: they have already a SMS vendor for sending transaction related communication. Will that work? if yes, then how?

3. They want to send different communication email to a segment of customer , 

For example: - Week1 - gift voucher 1 and email message 1

                        Week2- Gift voucher 2 and Email Message 2

                        Week3- Gift voucher 3 and Email message 3

Please help me with above questions.

  • cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Customer Journey

    Hi Gautam,

    Currently trigger for OOB email tile is limited.

    But we could set delay in flow to send scheduled SMS or Email.(Complete logic in flow)

    e.g: In flow, 

    1. Wait for 1 week by Delay action after the first SMS has been sent.

    2. Due to custom channel activity contains a link to contact record(contacts' guid), so we could take this value to check whether there is appointment which its regarding is equal to the value.

    (With more filters based on your detailed business requirements.)

    3. If retrieved result is equal to null, then send SMS again, if null, do nothing.

    Regards,

    Clofly 

  • Gautam_Shandilya Profile Picture
    Gautam_Shandilya 45 on at
    RE: Customer Journey

    Thanks Clofly for your prompt response.

    It will certainly add value to my knowledge as well as solve my problems.

    One more thing which i wanted to ask , in the 3rd point above, can we create customer trigger for each email.

    For example:-  my customer is in health care industry. So, they send promotional messages and wait for customer to come and have have their booking done in system ( work order booking (schedule board) )

    So my question is: i sent a promotional Email/SMS to customer and will wait certainly 1 week so that customer comes and have appointment in the system through work order ( appointment booking and execution). Now, if customer has come and availed the service i would certainly do not want to send another email/sms to the customer. can we do that or is there any other way to achieve this ( like through customer segment dynamics value)

    Pleaase help me with above query.

  • Suggested answer
    cloflyMao Profile Picture
    cloflyMao 25,198 on at
    RE: Customer Journey

    Hi Gautam,

    1. You could create a custom entity to store promo codes, when writing a marketing email, import code you want with assit-edit tool.

    Please read article below for how to display custom entity record and its fields data in marketing email:

    https://docs.microsoft.com/en-us/dynamics365/marketing/mkt-settings-sync

    2. We can achieve it by creating a custom file in customer journey, in Dynamics Marketing, the feature is called "Custom Channel".(Doc)

    Here are two helpful articles which introduced for how to work with it, and the sample in articles is to send SMS.

    https://community.dynamics.com/365/marketing/b/dynamics-365-for-marketing-community-blogs/posts/custom-touch-point-custom-tile-in-customer-journey-in-less-than-10-minutes

    https://community.dynamics.com/365/marketing/b/dynamics-365-for-marketing-community-blogs/posts/firetext-sms-

    In a word, if there is existing connector in Power Automate for your SMS vendor, then everything would be easy.

    3, You could add multiple email tiles in one pipeline to send different emails to customers in a segment.

    pastedimage1588929287150v1.png

    or split it into three parallel pipelines:

    pastedimage1588929337663v2.png

    Regards,

    Clofly

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