Trigger journeys based on data changes in any Dynamics 365 app to engage customers at the right time without writing any code


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Admins, makers, marketers, or analysts, automatically - - Jun 14, 2022

Business value

Interactions in any Dynamics 365 app can be used to trigger and drive customer journeys in just a few clicks, without requiring developers or customizations.

Your customers interact with several departments and functions in your company throughout their lifetime, all of which use their own CRM, ERP, and business apps. Each of these interactions, such as a service ticket being closed, represents an opportunity to engage more deeply with your customers. Now, data no longer has to remain siloed within separate apps and out of reach of your customer engagement or marketing automation tools.

Feature details

When you use Dynamics 365 applications, all of your customer data and interactions are already being captured in Microsoft Dataverse. Some of this data captures moments where you’d like to engage your customers through a journey—for instance, a support case that is created or a new order placed. You can now create triggers to capture these moments that matter and then use these triggers to start and drive journeys.

  • Create new triggers based on common operations such as adding new rows to a table or updating attribute values on any audience table in Dataverse, such as contact, opportunity, account, and lead, with an easy-to-use UI.
  • Trigger journeys based on one or more specified conditions on any Dataverse tables (including custom tables) that are directly related to the audience table.
  • Immediately use the trigger in journeys, without requiring any development or integration.

See also

Trigger a journey based on a Dataverse record change (docs)