With the release of Real-Time Journeys last year and Microsoft announcing that the Outbound Marketing app in Dynamics 365 will be completely gone in the middle of 2025, companies are needing to switch over to start using Real-Time Journeys. If you or your organization haven’t switched yet, what are you waiting for, or if you recently made the switch some of the changes can be daunting to try to wrap your head around.
While it’s still a Microsoft system and display, things have definitely changed. LBMC Technology Solutions made the switch last year and over the last 6 months, we’ve compiled some of the most frequently asked questions about Real-Time Journeys to provide you with your personal cheat sheet to help you conquer the change.
- What are Real-Time Journeys in Dynamics 365 CRM? Real-Time Journeys in Dynamics 365 CRM are automated workflows that allow you to engage with customers based on their real-time actions and behaviors. These journeys can be triggered by specific events or customer interactions, enabling personalized and timely communication.
- How do I create a trigger-based journey? To create a trigger-based journey, you need to define the trigger event that will start the journey. This could be an action like a customer abandoning their cart, or clicking a link in an email. You then set up the journey steps, such as sending an email reminder, followed by a text message if the email is not opened.
- How do I create a segment-based journey? Segment-based journeys target specific groups of customers based on shared attributes. You start by creating a segment, such as “loyal customers,” and then design the journey steps, like sending an announcement email to this segment.
- What are the benefits of using Real-Time Journeys? Real-Time Journeys offer several benefits, including the ability to respond to customer actions immediately, personalized communication, improved customer engagement, and the use of AI to optimize channel selection and content. Real-Time Journeys offers a more proactive approach, whereas Outbound Marketing was reactive.
- How do I transition from outbound marketing to Real-Time Journeys? Transitioning involves migrating your existing marketing workflows to the Real-Time Journeys module. This includes setting up new journeys, configuring triggers, and ensuring compliance with consent management. Microsoft provides detailed guidance for this transition, and a technology partner like LBMC Technology Solutions can assist or implement it fully for you.
- How do I set up triggers in Real-Time Journeys? Triggers can be set up by defining specific events or actions that will start a journey. This involves creating custom triggers, integrating them with your systems, and finalizing the trigger setup.
- How do I add actions to a journey? Actions in a journey can include sending emails, text messages, push notifications, or triggering other workflows. You add actions by selecting the appropriate options in the journey designer and configuring them as needed.
- How do I use AI-driven run-time channel optimization? AI-driven channel optimization uses historical data to determine the best communication channel for each customer. You set up the optimization by defining the journey goal and selecting the channels to be optimized. The AI model then continuously learns and adjusts to improve engagement.
- How do I manage user compliance settings? Managing compliance settings involves setting up consent management profiles, configuring preference centers, and ensuring that all communications comply with regulatory requirements. This helps in capturing and storing customer consent appropriately.
- How do I create emails in Real-Time Journeys? Creating emails involves using the email editor to design and personalize your messages. You can add dynamic content, links to documents, and other interactive elements to engage your audience.
- How do I create push notifications? Push notifications can be created by configuring the push notification settings in the journey designer. You need to set up the content and specify the conditions under which the notifications will be sent.
- How do I create outbound text messages? Outbound text messages are set up by selecting the text message option in the journey designer, configuring the message content, and integrating with a text message provider.
- How do I use Customer Insights data profiles and segments in Real-Time Journeys? Customer Insights data profiles and segments can be used to personalize journeys. You can create segments based on customer data and use these segments to target specific groups within your journeys.
- How do I access and interpret analytics in Real-Time Journeys? Analytics can be accessed through the journey dashboard, where you can view metrics such as open rates, click-through rates, and conversion rates. These insights help you understand the effectiveness of your journeys and make data-driven decisions.
- How do I manage consent for email and text messages? Consent management involves setting up compliance profiles and preference centers to capture and store customer consent. This ensures that your communications are compliant with privacy regulations.
- How do I select the audience source for journeys? The audience source can be selected by defining the segment or trigger that will start the journey. This could be a specific customer segment or an event-based trigger.
- How do I use the asset library in Real-Time Journeys? The asset library allows you to store and manage digital assets such as images, documents, and videos. These assets can be linked to your emails and other journey steps to enhance your communications.
- How do I set a business goal and measure progress through a journey? Business goals can be set by defining the desired outcomes of your journey, such as increasing sales or improving customer engagement. Progress can be measured using analytics and performance metrics available in the journey dashboard.
- How do I experiment and refine journeys? Experimentation involves using A/B testing and other optimization techniques to test different journey configurations. You can refine your journeys based on the results to improve performance and achieve better outcomes.
- What are the known issues in Real-Time Journeys? Known issues can include technical limitations, integration challenges, and compliance concerns. Microsoft provides a list of known issues and workarounds to help you address these challenges.
Switching to Real-Time Journeys in Dynamics 365 CRM can seem overwhelming at first, but with the right guidance and resources, it becomes a powerful tool for enhancing customer engagement and driving business success. By addressing the most frequently asked questions, we’ve aimed to provide a comprehensive cheat sheet to help you navigate this transition smoothly. Embrace the change, leverage the advanced features of Real-Time Journeys, and watch your customer interactions become more personalized and effective. If you ever have more questions that aren’t answered here or would like to ensure you’re utilizing the full functionality of Dynamics 365 CRM we’d love to help.
