Using the Customer Journey 360 tab

Use the Account detail view Customer Journey 360 tab to view the graphical representations of the customer journeys that have started for the account including contacts, converted leads, opportunities, sales orders, quotes or tickets that are associated with the account.

To access the Customer Journey 360 tab, you can click Accounts from the Sales menu on the navigation bar. You can select the required account and click the Customer Journey 360 tab on the Account detail view. If the tab is not displayed, click More Tabs.

On this page, you can:

  • Use the scroll bar to scroll up and down.
  • Use the Mouse wheel to zoom in or zoom out.
  • Click the Reset Zoom icon to reset the zoom.
  • Click and drag to move along the timeline or to reposition the customer journeys.
    Note: The gray line in the graphical representation indicates the current date of the customer journey.
  • Filter the customer journeys that display on the tab:
    • Click the Maximize icon to view the filter options.
    • Select or clear the filter check boxes to determine the types of customer journeys to be displayed.
    • Select the Filter by date range check box to define a date range by specifying a number, selecting the time frame and the date using the Calendar icon. For example, From: 2 years before 01/01/2024 To: 1 year after 01/01/2025.
    • Click Apply to apply the filters.
    • Click the Minimize icon to hide the filter options.
  • View this customer journey information:
    • An icon that indicates the type of customer journey that has started, for example Account or Ticket.
    • The name of the customer journey.
    • A link to the record associated with the customer journey.
    • The Estimated Complete date or the Complete date of the customer journey.
    • The progress(on schedule, late, early) of the customer journey.
    • Click the customer journey bar to access the Customer Journey Instance details window. See Using the Customer Journey Instance details
  • View the stages that have started for a customer journey:
    • The customer journey bar extends from the start date to the expected completion date or completed date if the customer journey is completed.
    • The stages that have started are displayed in colored bars.
    • Hover over a stage that have started for a customer journey to view limited information about the stage.
  • Hover over icons of the steps that have started for a customer journey to view limited information about the step.
    Note: You can click the icon of the step that has started to access the complete details.
Icon Step action
Mail Merge
Meeting
None
Note
Phone Call
To-Do
Workflow
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