Adding or modifying a customer journey step

You can add or modify a customer journey step in a stage. Customer Journey stages are a collection of steps. For example, the steps in a stage called Qualify can include Solicitation Call, Send Information, and Follow-up.

To add or modify a customer journey 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 a customer journey in the list or use the Lookup to locate a customer journey. The selected customer journey detail view is displayed.
  3. Click the Stages/Steps tab.
  4. Click Add Step in the tab toolbar in the stage you require to add the step.
    Note: You can also click the step name link of the step you require to modify.
  5. Click the step name link of the step you require to modify.
  6. Specify this information:
    Step Name
    The name of the step.
    Note: This field cannot be empty.
    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
    Identifies the step action. Click the drop-down arrow and select an action from the list.
    Note: The selected action determines which additional tab displayed.
  7. Click these tabs for the selected action and complete the information on that tab:
  8. Click OK to save the step and close the window.
    Note: You can click Save and New to save the record and clear the check box so you can create a new customer journey step.
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