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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Is it possible to use ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Is it possible to use CI-D Unified Customer Profiles as Contacts?

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Posted on by D the Consultant 2
Hi

I have 0 leads and 0 contacts populated within the Audience section in CI-J.
 
Is it possible to link to the CI-D CustomerProfile table and send emails/SMS and manage journeys, consent etc. WITHOUT ever populating the leads/contacts table in CI-J?

I was told this was possible but I can't find any documentation online about doing this. 
 
If so, are there any pros/cons to doing it this way? 
What do I need to setup to do this?  Any documentation links are appreciated.

Thanks in advance.
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  • Suggested answer
    Siraj Abou Said Profile Picture
    Siraj Abou Said 41 on at
    As far as I know, that CID needs to be synchronized with Dynamics 365 Contact entity to use segments and profiles from Customer Insights effectively in CI-J.
     
    But even if it works, it is not recommended due to the followings cons:
     
    1. MKT/Sales user won't be able to track the sent marketing emails to these contacts or leads. As marketing communications and interactions are posted the timeline of the contact & lead tables - in you solution, this functionality will be lost
    2. MKT/Sales won't be able to have a view of consents in CI-J of the CRM contacts/leads. so they have to navigate to CID each time they want to check for a customer's consent. And this is after you design all the consent and compliance preferences in CID.
    3. MKT/Sales users will also loose the insights of Marketing interactions, as there is an Insight tab/dashboard for contacts and leads that shows if the customers has received and interacted with any type of communication (emails, SMSs, push notifications, etc.)
    The best practice is to keep CID & CI-J customer records synced, and segment your audience from CID and export them to CI-J for campaign running.
     

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