Adding or modifying a customer journey activity step

You can add or modify a customer journey activity step in a stage. An activity step in a customer journey enables a user to schedule a pre configured phone call, meeting, or to-do. The activity leader defaults to the signed in user but can be changed before or after the activity is scheduled.

To add or modify a customer journey activity step:

  1. Select Customer Journey on the Navigation Bar, Administration > Customer Journey. The Customer Journey list view is displayed. See Using the Customer Journeys list view.
  2. Click the customer journey in the list or use the Lookup to locate the customer journey. The selected customer journey detail view is displayed. See Using lookup.
  3. Click the Stages/Steps tab.
  4. Click the Add Stage icon on the tab toolbar to create a new stage.
    Note: You can also click the step name link of the step to modify.
  5. Click the stage name link of the stage to modify.
  6. Specify this information:
    Step Name
    The name of the step.
    Description
    A brief description of the step.
    Order
    The numeric order value of the step within the customer journey. Determines the order in which steps should be completed.
    Required
    Select to indicate the step is required and therefore must be completed before proceeding to the next step.
    Action
    Click the arrow and select Activity from the list.
  7. Click the Activity Options tab.
  8. Click the Activity Type arrow and select from the list Phone Call, Meeting, or To-Do.
  9. Specify the number of days after the completion of the previous step to schedule the activity in the Start Days After Step Completion field.
  10. Select Timeless if the activity do not require to be scheduled for a specific time or duration.
    Note: If the activity require to be scheduled for a specific time of day and duration:
    • Clear Timeless check box.
    • Click Start Time to select the time of day the activity must be scheduled.
    • Specify or select a number and time increment for the Duration.
  11. Select Reminder and specify or select a number and time increment to be notified before the activity start time to set a reminder for the activity.
  12. Click the Regarding arrow and select a regarding type.
  13. Click the Priority arrow and select the importance of the activity.
  14. Click the Category arrow and select a category type.
  15. Specify any notes for the activity in the Notes area.
  16. Click OK to save the stage and close the window.
    Note: You can also click Save and New to save the record and clear the check box so you can create a new customer journey stage.
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