Customer or business contact activities

Customer activities are actions or events performed by customers or business contacts. For example, transactions, support call duration, website reviews, purchases, or returns. These activities are contained in one or more data sources. With Customers Insights, consolidate your customer activities from these data sources and associate them with customer profiles. These activities appear chronologically in a timeline on the customer profile. Include the timeline in Dynamics 365 apps with the Customer Card add-in solution.

Define a customer activity

An entity must have at least one attribute of type Date to be included in a customer timeline. The Add activity control is disabled if no such entity is found.

  1. Go to Data > Activities.

  2. Select Add activity to start the guided experience.

  3. In the Activity data step, enter the following information:

    • Activity name: Select a name for your activity.

    • Activity entity: Select an entity that includes transactional or activity data.

    • Primary key: Select the field that uniquely identifies a record. It shouldn't contain any duplicate values, empty values, or missing values.

      Note

      The Primary key for each row must remain consistent across data source refreshes. If the Primary key for a row is updated in a data source refresh, it creates duplicates in the output Activity entity.

    Set up the activity data with name, entity, and primary key.

  4. Select Next.

  5. In the Relationship step, select Add relationship to connect your activity data to its corresponding customer record. This step visualizes the connection between entities.

    • Foreign key: Foreign field in your activity entity that will be used to establish a relationship with another entity.
    • To entity name: Corresponding source customer entity with which your activity entity will be in relationship. You can only relate to source customer entities that are used in the data unification process.
    • Relationship name: If a relationship between this activity entity and the selected source customer entity already exists, the relationship name will be in read-only mode. If no such relationship exists, a new relationship will be created with the name you provide in this box.

    Define the entity relationship.

    Tip

    In B-to-B environments, you can select between account entities and other entities. If you select an account entity, the relationship path is automatically set. For other entities, you have to define the relationship path over one or more intermediate entities until you reach an account entity.

  6. Select Apply to create the relationship.

  7. Select Next.

  8. In the Activity unification step, choose the activity event and the start time of your activity.

    • Required fields

      • Event activity: Field that is the event for this activity.
      • Timestamp: Field that represents the start time of your activity.
    • Optional fields

      • Additional detail: Field with relevant information for this activity.
      • Icon: Icon that best represents this activity type.
      • Web address: Field containing a URL with information about this activity. For example, the transactional system that sources this activity. This URL can be any field from the data source, or it can be constructed as a new field using a Power Query transformation. The URL data will be stored in the Unified Activity entity, which can be consumed downstream using APIs.
    • Show in timeline

      • Choose if you what to show this activity in the timeline view on your customer profiles. Select Yes to show the activity in the timeline or No to hide it.

        Note

        If you select No and hide the activity in the timeline view, the activity will not be returned by the Customer Insights API either.

      Specify the customer activity data in a Unified Activity entity.

  9. Select Next to choose the activity type, or select Finish and review to save the activity with the activity type set to Other.

  10. In the Activity Type step, choose the activity type and optionally select if you want to semantically map some of the activity types for use in other areas of Customer Insights. Currently, Feedback, Loyalty, SalesOrder, SalesOrderLine, and Subscription activity types support semantics after agreeing to map the fields. If an activity type isn't relevant for the new activity, you can choose Other or Create new for a custom activity type.

  11. Select Next.

  12. In the Review step, verify your selections. Go back to any of the previous steps and update the information if necessary.

  13. Select Save activity to apply your changes and select Done to go back to Data > Activities. The created activity displays.

  14. After creating all your activities, select Run to process them.

Tip

There are statuses for tasks and processes. Most processes depend on other upstream processes, such as data sources and data profiling refreshes.

Select the status to open the Progress details pane and view the progress of the tasks. To cancel the job, select Cancel job at the bottom of the pane.

Under each task, you can select See details for more progress information, such as processing time, the last processing date, and any applicable errors and warnings associated with the task or process. Select the View system status at the bottom of the panel to see other processes in the system.

Manage existing customer activities

Go to Data > Activities to view your saved activities, their source entity, the activity type, and if they are included in the customer timeline. You can sort the list of activities by any column or use the search box to find the activity you want to manage.

Select an activity to view available actions.

  • Edit the activity to change it's configuration. The configuration opens on the review step. After changing the configuration, select Save activity and then select Run to process the changes.
  • Rename the activity. Select Save to apply your changes.
  • Delete the activity. To delete more than one activity at once, select the activities and then Delete. Confirm the deletion.

View activity timelines on customer profiles

  1. If you selected Show in activity timeline in the activity configuration, go to Customers and select a customer profile to view the customer's activities in the Activity timeline section.

    View configured activities in Customer Profiles.

  2. To filter activities in the activity timeline:

    • Select one or more of the activity icons to refine your results to include the selected type(s) only.

      Filter activities by type using the icons.

    • Select Filter to open a filter panel to configure your timeline filters. Filter by ActivityType and/or Date. Select Apply.

      Use the filter panel to configure filter conditions.

Note

Activity filters are removed when you leave a customer profile. You have to apply them each time you open a customer profile.

Define a contact activity

For business accounts (B-to-B), use a ContactProfile entity to capture activities of contacts. You can see in the activity timeline for an account which contact was responsible for each activity. Most steps follow the customer activity mapping configuration.

Note

To define a contact-level activity, a ContactProfile entity must be created, either as a unified contact profile or through semantic mapping.

You must have both AccountID and ContactID attributes for each record within your activity data.

  1. Go to Data > Activities.

  2. Select Add Activity.

  3. In the Activity data step, enter the following information:

    • Activity name: Select a name for your activity.

    • Activity entity: Select an entity that includes transactional or activity data.

    • Primary key: Select the field that uniquely identifies a record. It shouldn't contain any duplicate values, empty values, or missing values.

      Note

      The Primary key for each row must remain consistent across data source refreshes. If the Primary key for a row is updated in a data source refresh, it creates duplicates in the output Activity entity.

  4. In the Relationships step, create an indirect relationship between your activity source data to accounts, using your contact data as an intermediary entity. For more information, see direct and indirect relationship paths.

    • Example relationship for an activity called Purchases:
      • Purchases Source Activity Data > Contact Data on the attribute ContactID
      • Contact Data > Account Data on the attribute AccountID

    Example relationship setup.

  5. After setting up the relationship(s), select Next and complete your activity mapping configuration. For detailed steps on activity creation, see define a customer activity.

  6. Run your activity mappings.

  7. Your contact-level activities will now be visible on your customer timeline.

    Final result after configuring contact activities

Contact-level activity timeline filtering

After configuring a contact-level activity mapping and running it, the activity timeline for your customers will be updated. It includes their IDs or names, depending on your ContactProfile configuration, for the activities they acted on. You can filter activities by contacts in the timeline to see specific contacts that you are interested in. Additionally, you can see all activities that are not assigned to a specific contact by selecting Activities not mapped to a Contact.

Filtering options available for Contact-level activities.