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Roadmap to effective customer journeys: Salesforce Marketing Cloud Journey Builder explained

• Author Marmato
• Published 23 August 2023

In the dynamic digital realm of today, personalized and seamless customer experiences are the key to capturing and retaining customers. Salesforce Marketing Cloud Journey Builder is a game-changing tool that empowers marketers to create, automate, and optimize customer journeys like never before. In this article, we’ll delve into the significance of Journey Builder, explore the various ways to create a journey and uncover best practices for maximizing salesforce journey builder potential.

Importance of Salesforce Marketing Cloud Journey Builder:

Journey Builder marketing cloud is a cornerstone of modern marketing automation. It enables marketers to craft and execute highly personalized, multi-channel customer journeys that engage customers at every touchpoint. Apart from this, it holds significant importance for businesses and marketers due to several key reasons:

• Personalized Customer Journeys:

Journey Builder marketing cloud allows marketers to create highly personalized and relevant experiences for customers by mapping out their interactions across channels. Also, this personalization enhances customer engagement by delivering messages and content to individual preferences and behaviors.

• Multi-Channel Engagement:

Modern consumers interact with brands through various channels, like email, social media, SMS, and more. Moreover, Salesforce Journey Builder enables marketers to create seamless cross-channel experiences. In addition, it ensures consistent messaging and engagement regardless of where customers are in their journey.

• Automation and Efficiency:

Manual processes can be time-consuming and prone to errors. In contrast, Journey Builder automates the execution of marketing campaigns, triggers, and messages based on predefined rules and customer actions. In addition, this automation streamlines marketing efforts, reduces manual intervention, and increases efficiency.

• Data-Driven Insights:

Journey Builder marketing cloud allows marketers to leverage customer data for better targeting and decision-making. The reason is it is closely integrated with Salesforce’s CRM capabilities. Also, the tool provides insights into customer behavior, preferences, and interactions, enabling marketers to refine their strategies over time.

• Customer Lifecycle Management:

Businesses can use Salesforce Marketing Cloud Journey Builder to manage the entire customer lifecycle, from initial awareness to post-purchase nurturing. Furthermore, marketers can create dynamic paths that guide customers through various stages, ensuring a cohesive and engaging experience throughout their relationship with the brand.

• Segmentation and Targeting:

The tool enables segmentation based on various criteria, such as demographics, behavior, interests, and engagement history. Along with this, the level of granularity ensures that marketing messages are sent to the right audience, increasing the chances of driving conversions.

• Scalability:

Whether a business is small or large, Journey Builder can accommodate various campaign sizes and complexities. Its design is to scale with your needs and making it suitable for businesses of all sizes.

• Cross-Department Collaboration:

Journey Builder facilitates collaboration between marketing, sales, and customer service teams. By aligning efforts and sharing insights, teams can provide a unified and consistent customer experience.

Ways to create Journey Builder:

Journey Builder enables marketers to create personalized, cross-channel customer journeys triggered by various interactions and events. These interactions include email opens, clicks, website visits, purchases, or other custom events. Additionally, the tool allows marketers to design and automate communication workflows to engage customers at various touchpoints along their journey. There are two ways to create Salesforce Marketing Cloud Journey Builder:

• Multi-Step Journey
• Single Send Journey

1. Multi-Step Journey

A multi-step journey in Journey Builder consists of multiple stages or steps. Each step represents a specific interaction or communication with the customer. The journey can be as simple as a two-step or a complex multi-month campaign with numerous decision points and branching paths.

The Multi step Journey builder is divided into 5 sections:

• Entry Source
• Activities 
• Flow Control
• Customer Updates
• Sales & Service Cloud

Multi-Step Journey creation steps:

Here’s an overview of how you can create a multi-step journey in Journey Builder:

Step 1 – Create the Journey:

First, log in to your Salesforce Marketing Cloud account; second, navigate to the Journey Builder; and finally, create a new journey. In addition, define the entry criteria for your journey based on data from your Salesforce data extensions, API events, list membership, etc.

Step 2 – Configure Journey Settings:

First, set the name of your journey, its goal, and other settings, such as the entry and exit criteria. Next, choose the appropriate contact data model based on your data extensions and data relationships.

Step 3 – Add Journey Steps:

Add multiple steps to your journey. Each step represents an interaction or communication with the customer. You can use various activities like “ Send Email ,” “ Wait ,” “ Wait until Date ,” “ Update Data ,” “ Send SMS ,” etc. Also, you can combine these activities to create complex decision-making logic and branching paths.

Step 4 – Set Up Decision Splits:

Decision Splits allow you to create branching paths based on specific conditions or criteria. For example, you can split the journey based on whether a customer opened an email or clicked a link and then send them down different paths accordingly.

Step 5 – Configure Wait Times:

You can set wait times between steps to control the timing of interactions. Moreover, this ensures that customers receive communications at appropriate intervals.

Step 6 – Test and Activate:

Before activating your journey, it’s essential to thoroughly test it to ensure that all the activities, decision splits, and personalization work as expected. Once you’re confident in your journey, you can activate it to engage your customers.

Step 7 – Monitor and Optimize:

After activation, monitor the performance of your multi-step journey. Use Journey Analytics to gain insights into customer behavior and engagement. You can adjust and optimize the journey to improve results.  

2. Single Send Journey

In Salesforce Marketing Cloud (SFMC) Journey Builder, a single send journey is a simple journey that involves sending a one-time communication to a group of contacts. Unlike a multi-step journey with multiple sections and ongoing interactions, you can use a single send journey for straightforward campaigns, such as sending a promotional email, an SMS blast, or a mobile push notification.

Single Send Journey creation steps:

Here’s an overview of how you can create a single send journey in Journey Builder:

First, log in to your Salesforce Marketing Cloud account; next, navigate to Journey Builder and click “Create Journey” to start building your new journey.

Step 2 – Define Entry Criteria:

Set the entry criteria for your journey. The entry criteria determines who will be eligible to enter the journey and receive the single send communication. Additionally, you can use data filters or extensions to define your entry audience based on specific attributes or behavior.

Step 3 – Select a Communication Channel:

Choose the communication channel for your single-send journey. Also, you can send an email, SMS, mobile push notification, or any other supported communication type.

Step 4 – Configure the Send Activity:

Set up the send activity based on the chosen communication channel. For example, if you’re sending an email, select the appropriate email template, define the sender information, and personalize the content. Similarly, if you are sending an SMS or mobile push notification, create the message and specify the sender information.

Step 5 – Schedule the Send:

Choose the date and time you want the communication to happen. You can send it immediately, at a specific time, or based on an event.

Step 6 – End of Journey:

After the send activity, you can add an “Exit Criteria” to determine how and when contacts should exit the journey. For example, you can set exit criteria based on specific actions, such as opening the email or clicking a link in the communication.

Step 7 – Activate the Journey:

Once you’ve configured the single send journey, you can activate it to start sending the communication to your contacts.

Step 8 – Monitoring and Reporting:

After the journey is activated, you can monitor its performance and track key metrics such as open rates, click-through rates, and conversions. Use Journey Analytics and other SFMC reporting tools to gain insights into the campaign’s effectiveness. 

Best Practices for effective Salesforce Journey Builder implementation:

• Define Clear Objectives:

Clearly outline your goals and desired outcomes for each journey to align with your marketing strategy.

• Segmentation and Personalization:

Utilize data to segment your audience and deliver hyper-personalized content that resonates with their needs and preferences.

• Mapping the Journey:

Create a visual map of the customer journey, outlining touchpoints, interactions, and decision points.

• Multi-Channel Integration:

Seamlessly integrate multiple channels such as email, SMS, social media, and more to deliver consistent experiences.

• A/B Testing:

Continuously experiment with different content, subject lines, and timings to optimize engagement and conversion rates.

• Automation Rules:

Implement automation rules to trigger specific actions based on customer behaviors, ensuring timely and relevant interactions.

• Monitoring and Analytics:

Regularly monitor the performance of your journeys, analyze key metrics, and make data-driven adjustments for improvement.

• Compliance and Privacy:

Ensure that your journeys comply with data protection regulations and provide opt-out options for customers.

Conclusion:

Salesforce Marketing Cloud Journey Builder empowers marketers to craft exceptional customer experiences by orchestrating personalized journeys across various touchpoints. Moreover, by understanding the importance, types, and adopting implementation best practices for Salesforce Marketing Cloud Journey Builder, businesses can harness its capabilities to enhance customer engagement and loyalty and ultimately drive business growth in an increasingly competitive digital landscape.

Ready to transform your customer engagement and drive business growth?

Partner with Marmato Digital today! Our team of experienced Salesforce Marketing Cloud experts is here to take your projects to the next level. With our deep understanding of Journey Builder’s capabilities, we’ll help you craft personalized, multi-channel customer journeys that resonate with your audience. From strategy development to seamless implementation, we’re committed to delivering results that matter.

Let’s collaborate and make your brand’s customer journey a remarkable one. Contact Us today to explore the possibilities!

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About 10 mins

Learning Objectives

Use a journey template, use the canvas, set the goal and exit criteria, select the journey settings.

• Case Study: Isabelle's Welcome Journey Draft
• Challenge +100 points

Build a Journey Campaign

After completing this unit, you’ll be able to:

• Create a campaign using a template.
• Create a campaign from scratch.
• Select the campaign settings.

Once you’ve planned your campaign and chosen the data source, it’s time to create the campaign in Journey Builder. You can use a template or create a journey from scratch. 

Journey Templates are predefined journeys based on common use cases and marketing best practices. They include setup guidance, content recommendations, and links to relevant help documents to ease you through the process. Use a template as-is, or modify it for your use case. 

The Welcome Series template uses a data extension entry source. Make sure Marketing Cloud Engagement is your system of record for the data your journey uses. The target audience is selected through the entry source configuration wizard in Journey Builder.

If you prefer to create a campaign from scratch from beginning to end, use the journey canvas.

• Create a new journey. Go to the Journeys Dashboard and click  Create New Journey , then select  Multi-Step Journey ,  Single Send Journey (for email, SMS, or Push), or  Transactional Send Journey . Enter the name and a description for your journey. Then select and configure your entry source, and set the schedule to admit contacts into the journey. The schedule also controls whether the data extension is used once or reevaluated to admit more contacts. Your options are Run Once, Recurring, and Automation. These settings populate the entry source summary and schedule tiles on the canvas so they are easy to reference.
• Configure the Send Email activity. Drag the first Send Email activity onto the canvas and follow the instructions to Configure the Send Email Activity . Refer to the plan you outlined in the first unit of this module to guide you. Repeat this process to add each email message you have planned.
• Add Wait activities . Include these to set the timing between activities. As we discussed in Journey Builder Basics , during a wait your contact is evaluated to see if they have met a goal or Split activity criteria. A few tips:
• Plan the timing of waits based on your content, and on the expectations you want to set for your contacts.
• Consider the best time of day to reach your contacts.
• Avoid waits of less than an hour.
• Add Split activities.  Use these to customize the path each contact takes.
• An Engagement Split sends a contact down one of two paths depending on their interaction with a message. It relies on engagement data, so it can only occur at some point after a message activity. Be sure to enable email tracking if you want to use this type of split.
• An Einstein Split segments customers into journeys based on Einstein Engagement Scoring data. This data-science–driven feature generates predictive models to assign scores for each subscriber—to maximize engagement and conversions.
• An Einstein Engagement Frequency Split segments customers into different paths of the journey based on Einstein Engagement Frequency data. This data-science–driven feature optimizes send frequency for each individual contact, maximizing engagement rates and reducing unsubscribes.
• An  Einstein Send Time Optimization Split sends messages to each contact at the time when that contact is most likely to engage with the message based on  Einstein Send Time Optimization data. This data-science–driven feature finds optimal send times so that a user is likely to engage with your message.

To enable this feature, visit Activate Einstein Engagement Scoring .

5.  Add a Join activity. If you want to direct contacts from different paths onto a single path later in the journey, include a Join activity.

6.  Don’t add an exit.  The exit is simply the end of the journey path. You do not need to add or configure the exit on the canvas.

Once the journey is activated, Journey Builder evaluates contact data against the filter set as the goal target to determine when a goal is met. For example, you can choose to eject contacts when a certain number or percentage of people reach a marketing objective such as a coupon redemption. 

Evaluation happens every night at midnight central time, and whenever a wait time expires or a contact is injected into the journey.

Suppose you configure a welcome series with three messages—including a call to action to encourage customers to download your mobile app. You can remove contacts from a journey in at least three ways.

• Set a goal that removes a contact after they download the mobile app no matter how many messages they receive or where they are in the journey. They have achieved the goal.
• The contact receives all messages and completes the journey but never downloads the mobile app. After the time allotted they exit the journey without meeting the goal.
• Exit criteria can use subscription data to remove a contact who unsubscribes.

Use Contact Entry mode to determine when a contact is eligible to enter a journey. Re-entry mode is a journey-level setting that controls whether a contact can enter a journey more than once. When you select a re-entry mode, it’s applied to all versions of the journey.

A welcome journey is typically set to No re-entry since you only want your customers to be introduced to your brand once. If you are designing a campaign for a seasonal promotion or annual renewal, and you want a contact to be able to go through a journey multiple times consecutively, use Re-entry only after exiting . Re-entry anytime allows a contact to enter the journey multiple times concurrently. This is useful for post-purchase engagement journey campaigns where a contact enters the journey after a purchase.

Set a default email address for each contact. In some cases, the email address can change during a journey, in which case be sure to identify and use an email attribute from contacts.

Case Study: Isabelle's Welcome Journey Draft

Since this is Isabelle's first campaign using Journey Builder, she decides to use the Simple Welcome Series Template. Instead of using an automation to admit contacts, she decides to use the data extension entry source with a filter of OptInDate equal to Today Minus 1. She sets the goal attribute to CompleteProfile = Yes, and specifies the email address with entry source = email address data type. Since this is a welcome campaign, she sets the entry mode to No re-entry. 

Isabelle also decides to send a follow-up message to customers who do not engage with the first email. To do this, she modifies the template to include a decision split. Contacts who respond to the first email continue on the original path. Those who don’t receive a Psst! We haven’t heard from you message.  

In the next unit, Isabelle learns how to validate and test a journey, then activate it.

• Salesforce Help : Journey Templates
• Video : How to Set Up a Journey in Journey Builder
• Trailhead : Content Builder Basics
• Trailhead : Content Builder Features
• Salesforce Help : Journey Settings
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Salesforce Marketing Cloud Journey Builder: The Essential Guide

• April 12, 2022

Tom Brinker

Welcome to Salesforce Marketing Cloud Journey Builder: The Essential Guide to success! Our goal is to cover everything you need to know about Journey Builder to help you build personalized relationships with your contacts at scale. 

We’ll go over everything from:

• Navigating the Journey Builder canvas
• Determining which entry sources to utilize
• Understanding which digital channels to use to reach your contacts
• Configuring flow controls to specify how people move through a journey
• Covering best practices from our certified experts

Before we dive into the nitty gritty details of Journey Builder, let’s start out by going over some definitions and use cases.

Download Salesforce Marketing Cloud Journey Builder: The Essential Guide

Download our Salesforce Marketing Cloud Journey Builder: The Essential Guide to maximize your marketing automation platform.

What is the Journey Builder?

Journey Builder is Marketing Cloud’s customer journey builder that lets you create effective campaigns based on your contacts’ activities and data. It allows you to combine the functionalities of different studios in Marketing Cloud to engage contacts across channels.

It’s important to note that Journey Builder can not work alone ; it must be paired with another studio to achieve certain actions. For example, you’ll need Email Studio to send out automated emails and Mobile Studio to send a mass text message to contacts.

If you need a deeper understanding of what Marketing Cloud’s different studios and builders are, we cover the basics in our Marketing Cloud 101: Studios and Builders blog post.

There are 3 types of journeys you can build from Journey Builder :

• Multi-step: A journey that sends multiple messages that can span across multiple channels based on audience behavior and marketing logic (e.g. abandoned cart journeys)
• Single send: Sends a single, personalized message in any available channel with no follow-up (e.g. flash sale announcement)
• Transactional: Sends messages once an event occurs via API connection (e.g. receipt sends)

Since multi-step journeys are the most complex, our guide will primarily focus on how to get the most out of these advanced tools.

Planning your customer journey

Before you begin building out your customer journeys, you need to make sure you have a plan first.

This plan must answer the following questions:

• What’s your journey’s goal ? (e.g. Is it to get people to sign up for a webinar? Or get people to check out their abandoned cart?)
• Which audience segment do you want to target ?
• Which studio will help you achieve your goals?
• When does a person exit from a journey?
• How long do you want to run this journey?

A huge benefit of planning journeys ahead of time is that you’ll have adequate time to prepare each asset needed before running the campaigns. Because Journey Builder can execute such complex functions, you’ll want to make sure you keep the journeys optimized from the start.

Getting started with Journey Builder

Because Journey Builder is such a robust tool, it’s important to understand the basics before diving into more complex builds. Regularly reviewing your marketing plan will prevent you from creating overly complicated journeys.

Another note is that many organizations invest in hiring an experienced administrator to make sure they’re maximizing the Marketing Cloud tool. Because hiring an in-house expert can be costly, some choose to onboard a certified consultant. For example, many businesses hire our certified experts because we take the time to understand their business’ unique needs. We’ll then take their requirements and translate them into effective customer journeys.

Chapter 2: Getting Started with Journey Builder Basics

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RESOURCE CENTRE

Chapter 1: optimise end-to-end customer journeys.

Imagine having a unified view of all the interactions a customer had with your brand. With the Journey Builder tool offered by Salesforce Marketing Cloud this is exactly what you get.

The Journey Builder tool provides visibility into customer interactions across all your marketing channels – email, mobile, social media, advertisements, and more - so you can connect these interactions to offer a seamless customer experience.  

At Journey Builder’s foundation is the customer journey, which is a series of steps your customer goes through during their interaction with your brand on any given channel. Interactions can include: 

• clicking an ad
• reading an email
• making a purchase
• returning an item in the store
• talking to a service agent on the phone
• downloading a whitepaper
• redeeming a coupon

Journey Builder is a campaign planning tool that lets marketers design and automate campaigns. Marketers can move their campaign planning and customer journey maps from the whiteboard to the Journey Builder tool and model them on the tool’s drag-and-drop interface to listen, connect, and automate the customer journey across all touch points.

Journey Builder does its work using the content and audiences you create in Email Studio, Mobile Studio, Social Studio, Advertising Studio, Content Builder, and Contact Builder within Salesforce Marketing Cloud. The tool helps in creating and managing a range of responsive and automated campaigns, including welcome, promotional, re-engagement and customer retention campaigns. 

The Journey Builder tool lets you create and track different types of customer journeys in Salesforce Marketing Cloud from a unified workspace. These journey types include:

Single Send journeys : Marketers can automate a single batch message to a target audience. Single Send journeys enable you to create and manage one-touch customer journeys within the workspace.

Multi-Step journeys : Marketers can automate responsive, customised series of customer interactions. These journeys can include multiple channels and customised journey paths based on customer interactions or attributes.

Transactional journeys : Marketers can send personalised messages in response to a specific action taken by the customer. Transactional journeys enable you to create and manage transactional API messages in the same Journey Builder workspace used to manage Single Send and Multi-Step journeys. 

Using Salesforce Einstein AI integration, you can send targeted campaigns at the right time and monitor message engagement metrics all within Journey Builder.

Tips to get the most out of Journey Builder

• Keep journeys distinct and focused on a single marketing objective, like welcoming new customers or thanking volunteers for signing up.
• Outline your journey and plan your data and content needs before you create the journey in Journey Builder.
• Start small and build on success such as expanding from a single triggered email or message into a short series. Use the simple journey to test your approach and gather baseline metrics before you add complexity. 
• It’s not just the length of the journey or time between activities, but also how you time each activity. Set your data updates and automations to avoid conflicts between activities. 
• Use templates, which are pre-defined journeys created by Salesforce or other users. You can use them as-is or customise them to meet your use case.
• Use the Pause and Resume features to temporarily halt sending messages for business reasons or to update content included in a journey. 

Click here  to learn how you can build your campaign from scratch using Journey Builder.

Introduction

Your handbook to optimise the implementation of salesforce marketing cloud, optimise end-to-end customer journeys., power up email marketing through automation., leverage new-age marketing channels (digital advertising and mobile marketing)., become social media savvy., adopt data-driven marketing tactics., questions we’ll put you on the right path..

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Journey Builder in Salesforce Marketing Cloud

Salesforce Journey Builder is an intuitive marketing tool that allows you to interact with your customers on a 1-to-1 customer experience platform across multiple channels.

Learn how to make every interaction with your customers as consistent and unified as possible. Connect every communication across email, mobile, advertising, and the web for a seamless customer experience.

This guide covers everything you need to know about this innovative program and its activities.

• What is Journey Builder?

This feature in the Salesforce Marketing Cloud makes it easy for you to design customer journeys by giving you a straightforward user interface to build multiple individualized interactions all within one feature in Salesforce Marketing Cloud.

With this tool, you can set goals based on behaviors, so your marketing team knows how each one of their campaigns contributes towards the bigger goal.

With Journey Builder, SFMC can provide you with the ability to integrate with Sales Cloud and Service Cloud. As a result, you can keep on top of any customer responses while avoiding duplication in efforts.

• How to Use and Implement Journey Builder Salesforce Within Your Organization

This tool gives your customers a way to find what they want easily and quickly while giving you the data you need for better insights on creating content that resonates with all ages and demographics of your customer base.

This software makes it easy to automate campaigns . Your campaign can start by converting leads to another marketing channel based on their behavior.

It is an easy-to-use visual flow tool where marketers can design their own automated omnichannel customer journeys in campaigns for:

• SMS Push notifications
• Targeted ads

You set your activities and configure them with the program’s analytics engine. It will run responsive automatic campaigns while evaluating customer interactions continuously, so you know when they are ready for more contact from other channels, like phone or text messages.

It turns your customer’s experience of using your product into an engaging journey. It helps increase loyalty and ROI by providing personalized interactions with customers while simplifying developing these customized experiences.

As a supplement, we’ve built a useful solution; the DESelect Search Chrome Extension, making it easier for users to quickly search for the following elements in their marketing cloud.

• Data Extensions
• Email Templates
• Automations
• Query Activities
• Filter Definitions
• All Content Builder objects

Install DESelect Search for SFMC

Add deselect search to chrome and boost your productivity in sfmc for free.

• Journey Builder for SFMC Users

Getting started with Builder is easy. All you need to do is speak to your account manager about adding the module to your subscription–it’s an additional fee, but most marketers find it to be a smart investment.

This application defines the roles and responsibilities of users. For example, who can edit a journey? And who can only view it?

Here’s an overview of the SFMC user roles and permissions:

• Automation Studio Vs. Journey Builder: The Key Differences

Salesforce Marketing Cloud’s Automation Studio and Journey Builder both serve different purposes. The purpose of Automation Studio is to perform ETL, whereas Journey Builders’ goal is to create that 1:1 individualized journey for your prospect communications. Salesforce Marketing Cloud’s Automation Studio will allow you to send emails automatically. It also allows for simple data and file imports, which is great if that is what your needs are.

• What Builds a Journey: 3 Pillars

If you’re looking for a way to engage your customers and provide an unforgettable experience, then Journey Builder in Marketing Cloud is the perfect solution. From multi-step adventures where they choose their own path through or send journeys where it’s as simple as pressing “send,” there is something here for everyone, no matter what kind of message you want to deliver.

It allows you to create complex customer journeys adaptable to almost any need a marketer can imagine.

A multi-step journey comprises three main pillars. You can add more complexity by adding other parts from the Sales Cloud or Service Cloud. Here are the three pillars:

Entry Source

The data you choose will make an incredible difference in the type of insights and analysis that your journey can produce. For example, uploading an event from APIs to Cloud Pages would be great for understanding when customers are most active on social media or what interests them. It also uses geolocation information for better insights.

There are many possibilities from which you can choose. Remember that the more segmented data source you choose, the better results your journey will get. Segmentation tools allow marketers to build journeys without having to write a single string of code.

Do not use the same entry source data extension to power multiple journeys, as this can lead to incorrect processing of your contacts throughout your journey. This action will also avoid spamming or duplicating contact communication. Instead, make a pre-filtered copy for each.

By pre-filtering your data, you can save time and energy on some of the more tedious aspects that come with building a journey. Choosing an ETL (Extract Transform Load) tool like Automation Studio to perform large-scale segmentation before injection into Journey Builder.

For example, DESelect’s drag-and-drop interface lets users create advanced segments by simply telling them what they are looking for to create segments immediately. This process saves both time and frustration.

The messages you send to your customers reflect the relationship between them and your company. They show how successful that journey was.

If they’re opening the emails or clicking through from SMS, or text notifications, it’s likely going well. But if there is no response at all–could something be wrong?

Journey Builder can help with this by offering various ways in which people may want to receive information about the next events or product releases.

Test out these different options, then decide on one particular strategy best suited for those who will receive updates via phone number, text messaging.

Flow Control

Now you must decide on the flow of your journey. What are the cadence, quantity, and frequency? How many messages do you want to send out in each episode? Do you want any A/B tests or optimization for a live campaign once it goes public after creation?

To ensure that your audience can experience the same interactive journey, it is essential to learn how to change the rules of the audience in Journey Builder Marketing Cloud. You can use a path optimizer functionality. The way this works is by testing different paths. Then you will send it on as feedback to everyone who has chosen it for themselves.

However, if you delete one of the Decision Splits in your pathway, all subsequent parts will also get deleted. If there are additional steps added to an already running process or project, beware.

Updating won’t work because any existing contacts for that version will remain intact. Instead, copy what’s needed from another site using “copy” so everything gets updated at once. Only new contacts added to the second journey will get the updated journey.

There are many nuances about using and implementing Journey Builder Salesforce. Be prepared to encounter unexpected situations. Stay calm and be ready to change aspects, so you get the most out of building a journey.

• Marketing Cloud Journey Builder Best Practices: Things to Consider

This marketing cloud feature is user-friendly, which you can use to expand your marketing campaign reach rapidly. Here are some best practices from our Marketing Cloud experts for getting started on this new platform:

Check Out Journey Builder Templates

This application offers pre-built templates for many of your marketing needs, so you can choose what best fits your audience. A journey is a series of steps or stages to reach an end goal, and there are plenty available on the site.

There is everything from simple newsletters about upcoming events, to emails or invitations to take part in surveys that helps you learn more about your customers.

Organize Your Journeys

Salesforce Journey Builder templates are a great way to organize the complexity of your journey into bite-sized chunks, giving you an overview and consistency that can be difficult under other circumstances.

With templates, you can create a variety of journeys without having to start from scratch every time. These designs are easy for your users as well.

Draw the Journey You Want to Build on Paper

Starting with the layout of a journey is vital for success. Once you have an idea in mind, it is time to start sketching.

Create it on paper before creating one in Journey Builder Canvas so you have an idea of what to do next when working from home or on your laptop.

Leverage Journey History

This software overview has an exceptional tool for auditing or fixing bugs in the journey you are currently working on, which is very handy if something goes wrong with it.

This feature also allows you to review previous journeys created by yourself or other employees that could have had some issues, so be sure to check this out before pressing “send.”

Other Pertinent Information to Consider

When you need to reach new audiences with your marketing, the Marketing Cloud Journey Builder can be a powerful tool. Check out these five things to know about creating a journey :

• There is no option to pause
• It does not merge data
• Ensure you define measures before beginning
• Add data extensions on Data Designer
• Know how to do testing

Let’s Build a Cross-sell Journey Together

We’re going to take into consideration the above-mentioned best practices, and build a journey in Journey Builder in Salesforce Marketing Cloud. Before adding users to our journey entry source, we’ll segment the audience.

Since the purpose of our campaign is to cross-sell to customers, we first need to define who to target with our communication. We’ll use a no-code drag-and-drop segmentation solution for Salesforce Marketing Cloud DESelect, to segment our audience.

We’ll combine the information from two data extensions: Purchases, and Contacts.

We wish to identify contacts who’ve made a purchase of the X product in the past month. We need to exclude the audience that bought the Y product so that we can cross-sell the Y product to the initial audience. Then, in DESelect, we’ll create a new data extension containing relevant personal information for our campaign, about the target contacts. This will be their ID, first name, last name, and email address.

Then we’ll create our journey, by choosing an entry source of the data extension we’ve just created. This way we’ve already pre-segmented the audience we’ll add to the journey. After that, we’re going to send them a series of emails in which we’ll include a promo code. This way the contacts who bought the X product would be more inclined to buy the Y product.

Watch this video of DESelect segmentation process, and how it can be later used in a Journey Builder journey.

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Create a Multi-Step Journey

You can use a multi-step journey to deliver a series of messages through any channel over a period of time.

To create a multi-step journey

• Create the journey as described in Create a Journey . Be sure to select Multi-Step for Journey Type in step 3.

If an OCE Digital segment was selected when creating the journey in OCE Digital , the corresponding data extension will be populated for the entry source. As long as the journey is in a draft state, the entry source segment can be modified by editing the journey in OCE Digital and changing the entry source to select a different segment or create a new segment.

Building the journey will involve adding message activities and flow control activities based on the communication workflow you want. For more details, refer to Journeys and Messages .

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Experiences

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Single-Send Journeys

There are two types of Journey Builder sends:

• Multi-step journeys
• Single-send journeys

Most use cases for interacting with journeys via API involve multi-step journeys. Multi-step journeys enable you to create and manage customer journeys through a series of interactions with your brand. These journeys can include multiple channels and customized journey paths based on customer interactions or attributes. Multi-step journeys can also have different activities and versions. The Journey Builder developer documentation is based on multi-step journeys.

You can employ single-send journeys for simple, single-use journeys that marketers create in Journey Builder. However, you can interact with single-send journeys via API, if required, by modifying the journey specification. Goals, versions, and recurring scheduling are not supported for single-send journeys. Email, SMS, and push notifications are the only activities available for single-send journeys.

Specification for Single-Send Journeys 

To set up a single-send journey via API, follow the journey specification , with these key modifications:

• In the journey object, use Quicksend for the definitionType parameter.
• In the journey object, for the channel parameter, use one of the following values: email for email, push for push notifications, or sms for SMS messages.
• In the activity object, for the type parameter in the activities list, use one of the following values: emailv2 for email, pushnotificationactivity for push notifications, or smssync for SMS messages. You can define only one activity.
• In the trigger portion of the event object, use EmailAudience as the type parameter for email messages and SMS messages, and use ContactAudience as the type parameter for push notifications. EmailAudience is the same as the data extension entry source in Journey Builder.
• Don’t include goals, versioning, or a recurrent schedule.

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Home PowerPoint Templates Journey

Journey PowerPoint Templates & Presentation Slides

Embark on a successful presentation project with 100% editable journey slides and journey templates for PowerPoint & Google Slides presentations. These journey templates for presentations are the perfect visual aids for showcasing progress, workflow, and business goals. From project planning to customer journey maps and product roadmaps, our journey slide templates offer a clear and concise representation of your journey toward achieving your desired outcome.

Long Funnel PowerPoint Template

Comfort Zone to Growth Zone PowerPoint Template

4 Stages Journey Diagram Design for PowerPoint

Hero’s Journey Editable Diagram for PowerPoint

7 Step Mountain Journey PowerPoint Template

Multi Step Journey PowerPoint Template

Multi-step Roadmap Journey Concept for PowerPoint

7 Step Vertical Journey Diagram

Customer Journey PowerPoint Template

Journey Concept PowerPoint Template

Roadmap Journey PowerPoint Template

Road Shapes for PowerPoint Presentations

Many roadmap presentations depict business and marketing journey concepts, such as a Customer Journey Map Template or product journey map concepts. The benefit of using journey roadmap templates when designing presentations is to focus on a path leading toward an outcome, rather than losing time in design decisions.

With customizable and editable journey slide layouts, you can tailor the presentation templates to suit your specific business needs. Engage your audience with exciting graphics and design, and take control of your journey with these journey PowerPoint templates & presentation slides in this section. Optimize your workflow, create achievable milestones, and easily reach your destination.

The Journey PowerPoint templates in this section, are more than just presentation templates; they are tools for success. These journey PPT templates illustrate your journey and help you plan, organize, and achieve your goals.

Using high-quality graphics and design elements will also ensure that your presentation stands out and makes a lasting impression on your audience. So, our Journey PowerPoint Templates are the perfect solution for your business needs, whether you’re presenting your project progress, a customer journey map, or a product roadmap.

Our Journey PowerPoint Templates are the tool for professionally presenting your business journey. Whether you’re showcasing progress, outlining plans, or mapping out a roadmap, these templates are designed to help you achieve your desired outcome.

With their customizable and editable layouts, you can easily incorporate your business information, ensuring that your presentation is informative and compelling. High-quality graphics and design elements will also help you engage your audience, making it easier to convey your message and make a lasting impression.

So, whether you are presenting to stakeholders, customers, or colleagues, our Journey PowerPoint Templates are the perfect way to showcase your business journey. With these templates, you can take control of your journey, stay on course, and confidently reach your destination.

In addition, our Journey PowerPoint Templates come with easy-to-follow instructions, making it simple for anyone to create a professional and impactful presentation. With the ability to illustrate critical milestones, goals, and processes, these templates provide a clear visual representation of your journey.

The use of a timeline format makes it easy to follow your progress, and the ability to add images, charts, and graphs will further enhance your presentation and help you communicate your message effectively. These templates are suitable for many businesses and industries, making them a versatile and valuable tool for any presenter.

What is a Journey Slide Template?

A Journey Slide Template is a pre-designed presentation slide that you can use to illustrate your business journey or process. It helps you present key milestones, goals, and processes.

It also allows you to use a Journey Slide Template that makes it easier to present complex information in a clear, visually appealing, and easy-to-follow manner.

What are the benefits of using the Journey Slide Template?

There are several benefits to using a Journey Slide Template for presentations, including:

• It is easy to create a professional-looking presentation without spending time creating the slides from scratch without hassle when using our Journey Slide Template.
• Using a Journey Slide Template saves time by providing a ready-made framework that can be customized as needed, reducing the time and effort required to create a presentation from scratch.
• Our Journey Slide Template provides a visual representation that makes your presentation engaging.
• Improve clarity: This template helps your audience understand business journeys without hassle.
• Consistency: Journey Slide Templates provide a consistent design and format that can help to create a cohesive presentation.

Can I use the Journey Slide Template for commercial purposes?

Whether or not you can use the Journey Slide Template for commercial purposes depends on the terms of use of the template you want to use. Some Journey Slide Templates may be free and used for commercial purposes, while others may restrict commercial use.

SlideModel’s Journey Slide Templates are 100% ready for commercial use.

How do you show the Journey in a presentation?

To show a journey in a presentation, you would use the Journey Slide Template to create a timeline format, adding key milestones, goals, and processes along the way. You may also incorporate images, charts, and graphs to help illustrate your journey and make it more engaging for your audience.

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Our annual unlimited plan let you download unlimited content from slidemodel. save hours of manual work and use awesome slide designs in your next presentation..

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• Email Client Privacy and Non-Subscriber Activity in Marketing Cloud...
• Run an Automation from the Overview Page
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• Journey Builder Prerequisites
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• Welcome Campaigns
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• Choose How to Process Entry Source Data
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• Select a Reusable Entry Source
• Create a Journey-Specific Event
• Create a Date-Based Event Entry
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• Events and Data Extensions
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• Create a Journey
• Define the Automation
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• Configure the Salesforce Data Event
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• Configure Events for Person Accounts
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• Get Started with Mobile App Events
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How to Optimize Journey Builder Performance

The Journey Builder processing rate varies based on your data model, filters, configuration, activities, and content complexity. Journeys share processing resources, so stagger the start time for each journey to reduce the demand and increase the processing speed of individual journeys. Use the System Optimization Dashboard to identify and prioritize optimizations that could increase your overall throughput.

As a general baseline, you can process up to two million email sends per hour per tenant in Journey Builder. However, you could achieve higher throughput—by two times or more—using the High-Throughput Sending (HTS) for Email option in Journey settings.

Single-tenant deployments on dedicated databases produce a faster and more predictable processing speed than multitenant deployment on shared databases. To improve processing speeds after implementing these recommendations in a multitenant account, contact your account executive about single-tenancy and dedicated database deployment.

Groom Data Before Creating a Journey

How you store and prepare data affects how quickly Journey Builder processes records. Here are some ways to maximize processing.

• Create a pre-filtered, sendable copy of the data extension for each journey instead of using the same data extension for multiple journeys. This step also prevents journeys from competing with other database activities such as imports, send-logging, reports, or extracts.
• Use an ETL tool such as Automation Studio for large-scale segmentation before admitting contacts into Journey Builder instead of filtering contacts within the entry source.
• Don’t use a filter in the entry source to filter more than 50% of your contacts when there are more than 500,000 total contacts. Doing this wastes critical computing resources and can lead to the system stopping your journey due to excessive resource usage. Instead, use an ETL tool such as Automation Studio to segment your data before using the data in Journey Builder.
• When data extensions are linked through a one-to-many or many-to-many relationship, a matching attribute value can appear in the journey entry source filters, wait activities, or decision splits multiple times.
• Include all data that you plan to use for decision splits in your entry source data extension. Use journey data for decision splits rather than contact data whenever possible.
• Only use the Update Contact activity to update any contact data except the Contact Key value.
• When you use the Update Contact activity to add a contact to a data extension, include all required field values or the contact isn’t added.
• Limit the number of rows per contact to 1000 or less.

Use Efficient Filtering Logic

Journeys share resources for processing. When a journey includes an entry filter, the speed at which contacts are admitted in the journey is lower. Follow these guidelines to maximize hourly processing.

• If your filters use contact data, use the data model to determine the AttributeSets required to link the contact attribute to the contact. When any of these AttributeSets in the path contain a one-to-many relationship, processing speed slows proportionally to the amount of data associated with the contact. For example, if a decision split is based on LastOrderDate, the number of orders associated with the contact affects performance. Performance is slower for a contact with thousands of orders than for a contact with one order.
• If you use an entry filter, avoid ends with and contains operators for best filter performance. In data processing, these operators are more expensive than using the equals operator.
• Complicated entry source or decision split filters require more table joins to filter contacts, which slows performance.
• Filter complexity and performance are based on the number of distinct attributes used and the number of links it takes to map to a contact.

Use Journey Activities Wisely

Journey Builder processes contacts in journey segments. A segment is the chain of activities from the journey’s start to the first wait, between two waits, or from a wait to the exit. The minimum processing speed of each activity in that segment determines the processing speed of contacts through a segment. Each activity type processes contacts at a different rate. Journey Builder processes contacts from multiple journeys and segments concurrently.

• Use wait activities sparingly. Don’t add a wait activity as a journey’s first or last step, and avoid using wait activities that are less than 15 minutes.
• To improve Journey Builder performance, a wait activity that is 1 minute or less at the end of a path is ignored. In most scenarios, these required wait activities at the end of a journey can be lowered to 1 minute without impacting the contact's journey. Lowering these final wait activities reduces unnecessary system load and improves the predictable performance of your journeys.
• By default, one Wait by Duration activity is on the canvas and configured to a duration of 1 day.
• Re-Entry Mode is Re-Entry Anytime OR No Re-Entry
• AND the journey doesn’t have a Goal Activity
• Though you can add as many journey activities as you want, limit the number of activities to 150-200 in a journey to prevent slow load times.
• Avoid using more than 3 decision split activities at the start of the journey. Journey Builder processes contacts in batches, so using a series of Decision Split activities reduces the batch size. Build the decision split path that you expect the highest number of contacts to follow first.
• Avoid back-to-back decision splits.
• To ensure that custom activities don’t slow your journey, optimize the endpoints that custom activities use. Custom REST Activities hit external endpoints so their response time depends on each endpoint’s response time. For more information, see Custom Activity Configuration .
• If you add retry logic to an API event, the activity takes longer to process. Increasing the retry count increases the response time of the REST service from Journey Builder’s perspective.

Consider a single journey running in a single-tenant, dedicated database deployment. Within this journey, there’s one segment from the entry to the random split, the decision split, the update contact activity, email activity, and a 1-day wait.

If the processing speed of the random split activity is 10 million contacts per hour, 9 million per hour for the decision split and update contact activity, and 2 million per hour for the email activity, the maximum processing speed for this segment is 2 million contacts per hour. Most journey activities process faster than message activities and usually don’t impede messaging activities in the segment.

Consider the Impact of Content Personalization

Journey Builder lets you personalize your messages by using the power of AMPscript. Marketing Cloud Engagement application handles all AMPscript calls at the end of the message-send, which affects the number of messages sent per hour. We observed the following effects on our internal benchmarking, which was performed in a controlled environment on a dedicated database.

Highly personalized message content that has advanced complexity can reduce send throughput by up to 25%. Personalization is a powerful tool to achieve targeted communication with your audience, but make sure to note how it affects your journey’s send throughput.

• Review Content Used to Benchmark Messaging Performance Review this detailed information about the content used to benchmark the message-sending performance for email, SMS, and push.
• Monitor Journeys in Slack Digital Command Center for Slack monitors your journeys so that you can react quickly to campaign problems. For example, you can receive alerts when a journey doesn’t have as many entries as expected, or when it doesn’t meet the threshold for sends, clicks, opens, or bounce rates.
• Journey Builder System Optimization Dashboard The System Optimization dashboard shows the journeys and configurations that can affect overall system processing speed and identifies changes to improve system performance. The dashboard monitors running journey versions when contacts are actively flowing and identifies inefficiencies and recommendations to improve performance. You can activate a journey without correcting warnings, but we recommend reviewing issues that can impact Journey Builder performance.
• Journey Builder Configuration Recommendations As part of journey validation functionality, Journey Builder makes recommendations about configurations that can impact system performance. These recommendations don’t prevent you from activating your journey.

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