Customer Journey tab

Use the Customer Journey tab to start or view a customer journey, and track the progress by completing steps and stages. The tab displays a graphical representation of stages as well as statistics in the section at the top. A check list of stages and related tasks are displayed in the section at the bottom. A record can have multiple customer journeys at a time. The Customer Journey tab is available on the Contact, Account, Lead, Opportunity, Quote,Sales Order, Ticket and User detail views.
Note: Customer Journeys data for a converted lead is available on the new contact Customer Journey tab. You cannot modify this data.

On this page you can:

Select a customer journey:

  1. Click the Customer Journey tab on a detail view. If the tab is not visible, click More Tabs. If the Customer Journey tab is accessed using the More Tabs option, the horizontal scrollbar is displayed at the bottom of the tab view.
  2. Click the Customer Journey arrow and select from the list, the stages and steps, as well as statistics for the selected customer journey display.

Start a customer journey:

Click the Customer Journey arrow, select the customer journey, and click Start. Once a customer journey is started, the statistics for the current stage of the selected customer journey are displayed.

Delete a started customer journey:

Click the Customer Journey arrow, select the customer journey and click Delete. Deleting a customer journey deletes the selected instance of a customer journey, including the progress of stages and steps. You can always start the customer journey again, to start a new instance.
Note: This feature is only available for the administrator and users for whom the access has been provided by the administrator.

To work through a customer journey

Once a customer journey is started, on the Stages/Steps tab, you can view status and statistics:
  • Each customer journey:
    • Current Stage
    • Stage Estimated Completion: The estimated date on which the stage is expected to be completed. This date is based on the start date and the number of estimated days in the stage. Once this stage is completed and the next stage has not started, the label changes to Stage Actual Completion.
    • Customer Journey Estimated Completion: The estimated date the customer journey can be completed. This date is based on the sum of the estimated days in the stages that have not been completed. After all the stages in the customer journey are completed, the label changes to Customer Journey Actual Completion.
  • Each stage:
    • Estimated Days in Stage: The expected number of days required to complete the stage as specified for the customer journey.
    • Actual Days in Stage: The number of days between stage start and close dates.
    • 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 Displays the Mail Merge window. Once the mail merge is completed, the link performs one of the following:
    • If merged to a file: Displays 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 Displays the Schedule Meeting window. Once scheduled, the link opens the scheduled activity to view or modify or opens the completed activity.
    notes Note Displays the Insert Note window. Once saved, the link opens the note to view or modify.
    None This step does not have an action.
    Phone Call Displays the Schedule Phone Call window. Once scheduled, the link opens the scheduled activity to view or modify or opens the completed activity.
    To-Do Displays the Schedule To Do window. Once scheduled, the link opens the scheduled activity to view or modify or opens the completed activity.
    Workflow A message displays that workflow was started. Once started, the link displays a message, asking if 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 check boxes for all steps in a stage are selected the stage is completed automatically.
    Note: 
    • You cannot complete a stage if any required steps within the stage are not completed.
    • Not completing stages in a sequential order can cause unexpected results in the Customer Journey.
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