Customer Insights journey - NO CODE email upon case creation.

Dynamics marketing is rebranded as customer insights journeys (CI) and you can achieve a lot using OOB objects.

CI journeys revolved around 3 major objects.

• Triggers
• Journeys
• Channels (Email/Push Notification/SMS/Custom channels e.g. WhatsApp)

In this article, let's talk about how to create a journey which automatically triggers when a customer case is created and the case severity is high.

Creating a trigger

Generally the flow in a CI journey is as shown below. A trigger triggers a journey which initiates an outbound communication with a channel. Trigger can carry payload data which can be used further to build a journey and created decision trees.

Let's begin by creating a channel.

1. Open CI model driven app
2. Select Triggers
3. Create a new trigger

In this article we'll build a contact based journey, in subsequent articles, we'll see how to build custom triggers and upload custom parameters.

You have to answer 3 basic questions as shown below.

1. Which table (linked to contact) has the action happening, so in our case it's case.
2. Which field (of Case) has contact record, in our case it's Customer attribute.
3. What's the trigger condition, in our case, it's incident.create

Click on "Ready to use" to make the trigger ready to use.

This is how the finished screen should look like.

Creating an email

Similar to how we created a trigger above, let's create an email which we want to send out when a high severity case is created.

Click on the emails on the left navigation and, create an email draft as shown below.

Creating Placeholders

Note the email template as shown below, we can create as many placeholders as we want.

Dear {{fullname}}

Thanks for contacting Contoso Ltd. We are glad to help you, to help you further with your query. We have created a ticket for your future number


Ticket Details
Case Number : {{ticketnumber}}
Case Severity : {{severity}}        

Resolving placeholders

Here comes the most striking feature, you can create a placeholder inside a channel templates (e.g. Email) by just wrapping a placeholder variable in a {{placeholder}} block.

Once the email draft is ready, use the "Personalize" option to give a definition to your placeholders.

e.g. while resolving full name, we choose contact's fullname field.

Once all your placeholders are resolved, the final screen should look like below. Note that the case related placeholders are resolved from the trigger data, which in our case is incident table.

Click on ready to send, once the draft is complete.

Creating the journey

Finally, let's create a journey for the trigger and the email template that we created so far. From the left navigation, click journeys and create a new journey.

• Give your journey a name
• Choose the trigger created in previous step.

Journey Builder

We choose our trigger and add a condition that this journey is triggered when the case priority is "High"

Click on the "+" icon and select your email

That's it, all you've to do now is to create a case as shown below.

And there comes the email with all placeholders prepopulated..!!!!!