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What is a swimlane in Customer Journey?

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Posted on by Patrick Garcia

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Hi all!

Just wondering if there is any documentation on the function of swimlanes or examples of? I'm curious to see how it looks; perhaps in a video tutorial or any type of message board would help.

Thanks!

Patrick

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Venkatesh Nadar on at

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RE: What is a swimlane in Customer Journey?

Hi,

As a part of Dynamics 365 2020 wave 2 release series would like to showcase improvement coming in D365 Marketing Customer Journey authoring experience.

Let’s understand each one of the improvements in detail & how to create new Customer Journey with new authoring experience

Step1 : D365 Marketing -> Marketing Execution -> Customer Journey -> +New

You will get new Improved Customer Journey authoring area with more designing real estate & on the go click option to define further steps

Step 2: Click on + icon in between Start & End process to define entire journey.

Step3: You can also create parallel multiple swimlane under same journey by clicking on + Add Swimlane

New authoring area also offers couple options like Redo, Undo, Expand/Collapse like features as highlighted in below image.

Lets look at the function of each icon highlighted here from left to right sequence

It will help you easily Undo the changes made

It will help you Redo the same steps in case you have deleted & want it back

It will help you expand/collapse the authoring area for wider real-estate

It will help you switch the layout from Vertical to Horizontal & vice-versa

It will help you Zoom In/Out the layout for better visibility

It will help you fit the entire journey in screen to review entire flow

Finally when you are ready with journey, you can see the entire flow as snapshot in one screen with refined icon to represent each steps for better visibility.

Step4: Now you need define the Start & End Date and time of the journey along with target audience like Contact/Account or Lead and finally make it Live post checking for errors if any.

Step5: You can now see the Customer Journey Insights of each steps by just clicking on the icon

Now you can see the insight against each steps defined in your journey & when you click on Send Email step you can also see details like volume, Delivery Funnel, Volume KPI’s, Delivery KPI’s and Email sent times grid without even visiting to that email template unlike in previous version.

NOTE: supporting article for it-Guide your prospects through an interactive customer journey (Dynamics 365 Marketing) | Microsoft Docs

Hope this helps!

Regards,

Venkatesh N

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