COVID-19 Journey Orchestrator US Admin Office Hours (Thursday session) - 5/7/20 - 11 a.m. PT - Pre-session Thread

spencer_engel
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Hello everyone!

This thread is for our weekly Thursday Admin Office Hours session, which will be held this coming Thursday, May 7, 2020 at 11am PT / 12pm MT / 1pm CT / 2pm ET. Please note: We are dedicating this session to following up on the Journey Orchestrator webinar (recording here - password is GainsightWebinar) we held last week on 4/30. 

Please submit your Journey Orchestrator questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Thursday, May 7th, 2020 at 11am PT / 12pm MT / 1pm CT / 2pm ET

https://gainsight.zoom.us/j/253252739

 

Meeting ID: 253 252 739

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9 replies

J
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Hello!

I’d like to review a program we created for our customer onboarding process. I am trying to have very CTA and email fire form a singular program, but running into a few areas I’m stuck:

  • Our query looks at any new activations yesterday - but I need it to only send on weekdays. So if they activate on a Friday, I want it to send on Monday. 
  • After a conditional wait on a second email, I need to create CTAs with different playbooks based on the type of subscription thy have. Is this possible? I seem only to be able to create one CTA with one playbook in a program (or two max). Essentially, I don’t have the option to create multiple actions like I do in rules. 

Thanks!

spencer_engel
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Hello!

I’d like to review a program we created for our customer onboarding process. I am trying to have very CTA and email fire form a singular program, but running into a few areas I’m stuck:

  • Our query looks at any new activations yesterday - but I need it to only send on weekdays. So if they activate on a Friday, I want it to send on Monday. 
  • After a conditional wait on a second email, I need to create CTAs with different playbooks based on the type of subscription thy have. Is this possible? I seem only to be able to create one CTA with one playbook in a program (or two max). Essentially, I don’t have the option to create multiple actions like I do in rules. 

Thanks!

Hi @jasminebondc - The weekend thing has traditionally been tricky. We have a community post on that here: https://community.gainsight.com/jo-email-notifications-10/how-to-send-emails-in-the-jo-only-on-weekdays-and-skip-weekends-29440

 

As for the second bullet, you can do a series of conditional waits in between each CTA.

J
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Thanks, @spencer_engel I had tried to use that post before, but the images were corrupted. Glad those are now fixed. I believe I am close on what that thread mentioned, would just like to review.

The issues with the conditional waits are, each unique CTA has unique criteria and playbooks. We would want a separate CTA for each combination of products a customer has purchased. I’m not finding a clear way to have different actions/criteria in this way in a program. With a conditional wait, I can only set on criteria, and then at most, two CTA types are created. 

K

I am brand new to using Journey Orchestrator so I’ve been trying to build a test email program. I’ve created a Powerlist and had it filter in a few internal folks. But when I go to my email program, the Powerlist I created does not show up as a source. In fact, only one Powerlist shows up. Any thoughts?

tony_tao
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We map an object called GS Custom Mapping (Account ID) to the Revenue Data Object in SFDC (Account ID), both mapping by Account ID. Our report on the revenue data object does not show up on the GS Relationship since the account ID is not in the GS Custom Mapping… Looking so solve the mapping correctly 

spencer_engel
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Thanks, @spencer_engel I had tried to use that post before, but the images were corrupted. Glad those are now fixed. I believe I am close on what that thread mentioned, would just like to review.

The issues with the conditional waits are, each unique CTA has unique criteria and playbooks. We would want a separate CTA for each combination of products a customer has purchased. I’m not finding a clear way to have different actions/criteria in this way in a program. With a conditional wait, I can only set on criteria, and then at most, two CTA types are created. 

@jasminebondc I see what you’re saying. So instead of thinking of it like only two paths, think about this more horizontally. Take this tutorial for example where we explain how to do NPS follow-up CTAs. Conditional wait for promoters, continue if not a promoter, Conditional wait for neutral, continue if not neutral, Conditional wait for detractors, continue if not a detractor.

 

https://community.gainsight.com/surveys-nps-16/how-to-create-nps-follow-up-ctas-in-journey-orchestrator-36920

K

I am brand new to using Journey Orchestrator so I’ve been trying to build a test email program. I’ve created a Powerlist and had it filter in a few internal folks. But when I go to my email program, the Powerlist I created does not show up as a source. In fact, only one Powerlist shows up. Any thoughts?

Actually, I just found out the problem. I was doing a User Email Program, rather than an Account. Now I can find my Powerlist, but once I add it, the source shows this error “The unique criteria is not available.
Ensure that the participant field mapping is valid and available.”

spencer_engel
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Sorry for the confusion, everyone. Can you please join via this link? 

 

Spencer Engel is inviting you to a scheduled Zoom meeting.

Topic: Admin Office Hours
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@ktran @jasminebondc @tony_tao 

K

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