Need help with step in Customer Journey

(0) Share

Report

Posted on by Community Member

Hi there,

I need to setup a Customer Journey for a client of mine, but have some issues that I hope one of you experts can help me with!

It is an Onboarding Journey that goes like this:

Customer receives a "Welcome"-mail (Done, no problem)
Wait for 2 months: Customer receives a status-mail "How are you doing" (Done, no problem)
Wait for 4 months: Create a Phone Call for Contact Owner. (Done, no problem)

HERE COMES THE ISSUE

My client now wants the Customer Journey to send out an e-mail based on the Status Reason of the regarding Phone Call-activity..

Example for new step in Customer Journey:

4. If Phone Call is Marked as Complete: Send new e-mail "Thank you for the conversation - we are looking forward to continue the relationship.........."
If not: Do nothing

How do I make this happen in the Customer Journey? Is it even possible? Do I need to create a new segment to handle this - and if so, how?

Your help is MUCH appreciated!!

Regards,

Emil

I have the same question (0)

All responses (4)

Answers (2)

Community Member on at

Like (0)

Report
Copy link

Link copied!

Brilliant. Thanks a lot!

Was this reply helpful? Yes No
Verified answer

Nya 29,060 on at

Like (0)

Report
Copy link

Link copied!

Hi,

Please refer to the following documentation to know more about the Dynamic Segment.

Design dynamic demographic or firmographic segments (Dynamics 365 Marketing) | Microsoft Docs

And about the behavior block:

Create segments based on interactions (Dynamics 365 Marketing) | Microsoft Docs

I usually find the behavior I need by searching from the template.

For example, I searched “Journey” and selected the template “Participated in a journey”. There is a description that says “Selects contacts who were processed by a journey during a specified timeframe.”

When selected, it will automatically select the Activity contact dispatched behavior for me.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report
Copy link

Link copied!

Thank you very much Nya. This is brilliant.

I have a follow-up question: I kinda knew that it was possible to solve this issue by creating a new segment. However, I didn't know how as I think the different options can be somewhat confusing e.g. "Activity Contact Dispatched". I didn't know what this function did until now - and I am still not 100% sure what it does. (I'm still fairly new to D365 Marketing)

Is there somewhere that all the options in the segmentation are thoroughly described, so I can learn more about them?

Thanks again,

Emil

Was this reply helpful? Yes No
Verified answer

Nya 29,060 on at

Like (0)

Report
Copy link

Link copied!

Hi,

You can create a segment to filter out these contacts.

The phone calls created in the customer journey will be regarding to the contacts in the journey.

For example, I created a customer journey to create phone calls.

Then I can create a new segment and set the blocks as the following screenshot.

It allows to find out the contacts whose Phone Calls were created through the customer journey and have been completed.

So that the new segment can be set as the audience of a new customer journey and you can send the new email with this journey.

It is also recommended that you add a time period to your Phone Call filter to avoid filtering out contacts that already have Completed Phone Calls.

The reason for such handling is that Phone Call cannot be judged directly in a Customer Journey.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

Was this reply helpful? Yes No