Dynamics 365 Marketing: Create Customer Journeys

A Customer Journey is one of the most powerful configurable tools in Dynamics 365 Marketing app. It is made to design the journey of a customer based on different actions they take. In this blog, we will see how to create a customer journey with simple and easy steps!

Step by Step Guide

1. Navigate to the ‘Outbound Marketing’ Area and open ‘Customer Journey’ below the Marketing Execution group on the left navigation.

1. Click new on the command bar. The system will offer you to use one of the available templates instead of making one from the scratch, so choose according to your need. Here we will start from scratch so click ‘Skip’.

1. The screen opened has the ‘Designer’ tab opened in front of you with a Swim Lane structure’s first block in place. This requires you to add an audience, the customers to whom this journey applies. So select the + icon that will unhide a right navigation asking for the following information:
   1. Source Type: Provide the source, we will select ‘Segment’ here as we already have a segment created for the target customers.
   2. Select ‘Segment’ or ‘Segment List’ below.
   3. Choose the segment record below that.

1. Now the system wants you to start writing the steps for the customer journey. You have added the audience, for the next step, add the action that the system is supposed to take which applies to the added customers.
2. Click the + icon after the text ‘Start’ which gives you the list of executable actions. Select ‘Send an Email’.

1. Click on the email icon to select which email should be sent, and then select the email in the right navigation pane.

1. Add another step if you want to apply any sort of condition, delay or next action in relative to the previous action.
2. To apply an ‘If/Then’ condition, select the ‘If/Then’ from the list. The system creates two branches with ‘Yes’ & ‘No’ conditions where you can define what should go of the two conditions.
   1. Yes: Provide the action for what should happen when the previous condition is true in the right navigation pane.
   2. No: Provide the action for what should happen when the previous condition is not true in the right navigation pane.

1. End: This is the stage when the Customer Journey ends.

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