Customer Journey tab

Use the Customer Journey tab to start or view a customer journey, and track your progress by performing and completing steps and stages. The tab consists of a graphical representation of the stages as well as statistics at the top and a check list of stages and related tasks below. A record can have multiple customer journeys at one time. The Customer Journey tab is available on the Contact, Account, Lead, and Opportunity detail views.

Note: Customer Journeys for a converted lead are available in the new contact’s Customer Journey tab, but are read-only.

To select a customer journey:

Click the Customer Journey tab on a detail view. If the tab is not visible, click More Tabs. If viewing the Customer Journey tab from More Tabs, the horizontal scrollbar displays at the bottom of the tab view. To have the scrollbar display below the top pane, drag the tab.
Click the Customer Journey drop-down arrow and select from the list. The stages and steps, as well as statistics for the selected customer journey display.

To start a customer journey: Click the Customer Journey drop-down arrow, select the customer journey you want to start, and then click Start. Once a customer journey is started, the Start is replaced with statistics for the current stage of the selected customer journey.

To delete a started customer journey: Click the drop-down arrow, select the customer journey you want to delete, and then click Delete. Deleting a customer journey deletes the selected instance of a customer journey, including any progress of stages and steps. You can always start the customer journey again to start a new instance

Note: This feature is only available to the administrator and users whom the administrator has granted access.

To work through a customer journey

Once a customer journey is started, you can view status and statistics:

Per customer journey:
- Current Stage
- Stage Estimated Completion: The estimated date the stage are completed based on the stage start date and the number of estimated days in the stage.
- Customer Journey Estimated Completion: The estimated date the customer journey is completed based on the sum of the estimated days in the stages that have not been completed.
Per stage:
- Estimated Days in Stage: The expected number of days it takes to complete the stage as specified for the customer journey.
- Actual Days in Stage: The number of days between when the stage started and closed.
- Close Probability: The probability of completing the customer journey successfully.

To perform a step, click the Step link. The action depends upon the action type which is identified by an icon. Some action options may have already been defined by the administrator.


Icon	Step Action	Description
	Mail Merge	Click this button to opens the Mail Merge dialog box. Once the mail merge completes, the link performs one of the following: If merged to a file: Opens the .zip file that contains the merged documents. If merged to an email: Displays a message if you want to perform the mail merge again.
	Meeting	Click this button to opens the Schedule Meeting dialog box.Once scheduled, the link opens the scheduled activity to view or edit or completed activity.
	None	This step does not contain an action.
	Phone Call	Click this button to opens the Schedule Phone Call dialog box. Once scheduled, the link opens the scheduled activity to view or edit or completed activity.
	To-Do	Opens the Schedule To Do dialog box. Once scheduled, the link opens the scheduled activity to view or edit or completed activity.
	Workflow	A message displays that workflow was started. Once started, the link displays a message that you want to start another instance of the workflow.

To complete a step, select the check box in the column next to the step name.
Note: You cannot complete a step if a previous required step is not completed.
To complete a stage: Select the check box in the column next to the stage name. You can also complete all steps within a stage. Once the checkboxes for all steps in a stage are selected the stage is automatically completed.
Note: You cannot complete a stage if any required steps are not completed. Completing stages out of order may cause unexpected results in the Customer Journey heading information.