Customer Journey Templates Administration Guide · A Template is the collection of items needed to create a Journey. A Template is set up by one or more authorized individuals. Once

1 CustomerJourneyTemplatesAdministrationGuide

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CustomerJourneyTemplatesAdministrationGuide



CreatingCustomerJourneyTemplatesintheCustomerJourneyPlug-InThepoweroftheCustomerJourneyPlug-inisthatitvisualizesanyprocessesaCompany might have. It makes sure that all the important activities arecompleted and none left out. That could be the perspective of a customer, adepartment, a function or a major activity (such as yearly account review).Throughout this documentation, we will use the term “Customer Journey” torefertoalltypesofJourneythatmaybedefined.ATemplateisthecollectionofitemsneededtocreateaJourney.ATemplateissetupbyoneormoreauthorized individuals. OnceaTemplate is setup, it ismade available to different users. There can be more than one Templatecreated. In addition, the Customer Journey Object comes with a number ofdifferent preconfigured Templates. These Templates can be copied, modifiedandextended.ThiswillbecoveredlaterinthisdocumentCreatinganewTemplateisdoneonthreelevels:

• ThebasicTemplateNameandsettingsforthenewTemplateo TheStages(orlogicalsteps)aTemplateshouldhave

§ ThedifferentActivitiesundereachStageAnActivitywillhaveanActivityTypeassociatedwith it, thosetypesbydefaultmayinclude: Meetings,Calls,MilestoneTasks,CustomerTasks, InternalTasks(otherthanthoselisted)andAgentTasks(seedetaileddescriptionbelow).Asabestpractice,itisrecommendedtostartwithaSpreadsheetandsetupthedifferentStagesandActivitiesforeachTemplate.AftertheSpreadsheethasbeencompleted,itisthematterofminutestoadditintheCustomerJourneyPlug-In.ExamplesubsetofaSpreadsheetdefinedforaJourney



CreatinganewCustomerJourneyTemplateTo create a Template, an individual must have Administrator rights in Sugar.PleaserefertoyourSugardocumentationonhowtoassignAdministratorrightstooneormore individuals. Inmostorganizations,youwillwant tohaveonlyoneorasmallgroupofindividualsbuildingandmaintainingTemplates.Navigate to Admin -> Templates by scrolling through the list of Adminfunctionsandclicking.onTemplates

YouwillseealistofprovideddefaultTemplates.Tocreateanewone,clickon"Create":

Youshouldnowseethis:

ThetablebelowexplainsthefieldsavailableinthejourneyTemplate:Name* ThenameoftheJourneyActive ThisboxshouldbeuncheckediftheTemplateisNOTto



beshownasaTemplateausercanuse.NotethatthereareDefaultTemplatesprovidedasapartofthepackage.Ifyoudonowwantuserstousethem,simplyopeneachoneanduncheckthisbox.

AvailableModules* ThedifferentModulestheJourneyshouldbeavailablefor.ItispossibletosetupaJourneyforLeads,Accounts,Opportunities,ContactsandCases.IfyouwantaJourneytogofromLeadstoAccounts(B2B),youneedtochoosebothLeadsandAccounts.IftheJourneyisaB2CyouneedtoselectLeadsandContactsastheJourneyshouldfollowintotheContact.Considerthiscarefullyasitisanextremelypowerfulfeatureforlinkingallrelatedmodulesanduserstogether

AssigneeRule TherulesforwhenausershouldbeassignedtotheActivitieswithinaJourney.Thedifferentoptionsarefollowing:

• None:Meansthatnoneisassignedtotheactivitiesandthatinsteadtheyhavetobemanuallyassigned.

• OnStageStart:AuserwillautomaticallybeassignedtheactivitieswhenanewStageisstarting.

• OnCreate:AlltheactivitiesinaJourneyisassigneddirectlytoauser.

TargetAssignee TheuserswhoshouldbeautomaticallyassignedtotheactivitiesinaJourneyaccordingtotheAssigneeRule.

• CurrentUser:TheuserstartinganewStageorcreatinganewjourneywillbetheoneassignedtotheActivities

• ParentAssignee:ThedefaultassigneeoftheActivitieswillalwaysbetheParentAssignee.WhichistheassigneduserontheLead,Account,Contact,OpportunityortheCase.

Points ShowsthetotalofalltherelatedAcitiviyPointsinthewholeJourney-thisisonlytogiveanoverviewofthetotalpointsaJourneycangive.UsingActivityPointsisdescribedbelowand,ifnotused,thisfieldwillbeblank.

RelatedActivities ThisdisplaysthenumberofActivitiesinthecompleteJourney-thisisonlytogiveanoverviewofthetotalnumberofActivitiesrelatedtotheJourney.Initiallythiswillbe0untilActivitiesarecreated.

Description FreetextfieldwhereadescriptionoftheJourneycanbewritten.Thereisnologicrelatedtothisfield.

*Starreditemsarerequired.



WhenyouhavecompleteddefiningyourJourneyTemplate,clickSAVE. ItwillnowappearinthelistofavailableJourneyTemplates.

AddStagestotheJourneyAfteryou filled in the fieldsaboveand saved the Journey, it is time toadd theStagestoyourJourney.First, choose from the list of available Journey Templates the one you justcreated.Itshouldlooklikethis:

You add Stages, or the logical sequence of groups of activities in a decisionprocess,toyourJourneyTemplate.YoucreateStagesbyclickingonthe"+"iconoftheCustomerStageTemplate.YouthenenteranewviewwhereyoucangivetheStageaNameandselecttheOrderoftheStages.NormallyyouonlyneedtoentertheNameandSaveastheOrderissetautomaticallyAftersaving,yournewdecisionStagewillbedefined.YouwillneedtoaddoneStageentryforeachStageyoudefinedinyourSpreadsheet.



After you have done that you should see something like this in the subpanel:

WhenallofthedefinedStageshavebeenentered,youmaycontinuetoaddActivities.

AddActivitiestoeachStageoftheJourneyActivitiesaretheconcretethingsthatwillbedoneundereachStage.UndereachStageyoucanaddActivitiesinformofTasks,CallsorMeetings.StartbyclickingoneoftheStagesyouenteredabove.

Youwillwanttoclickonthe"+"iconinthesubpanelStageActivityTemplatetocreateoneormoreactivitiesforthisStage.Whenclickingthe"+"iconwithinaStage,youshouldseesomethinglikethis:



ThefieldsintheActivitiesrecordhavethefollowingdefinitions:Name* ThenameoftheActivityDecisionStageTemplate TheactivitiesrelatedStageOrder Theordertheactivitiesshouldbedisplayedinthe

CustomerJourney.Bydefault,thesewillbenumericbutyoucanchangetheorder

Points Asdifferentactivitiescanbeworthdifferentinregardsoftimeittakestocompletethem,ortheimportanceofthemthePointssystemhasbeenaddedtogiveanadminuserthepossibilitytoweightheActivitiessothatoneactivityisworth1pointandanotheractivityworth10points.Thepointsarethenusedtocalculatetheprogressbarandthepercentageofhowlongintheprocessajourneyis.

ActivityType ThisiswhereweselectiftheActivityshouldbeaTask,CalloraMeeting.ByDefault,itisTask.

TaskType OnlyvisibleifActivityTypeissettoTask.ThisiswherewedefinewhattypeofTaskitis.

• CustomerTask: TheCustomerownstheseactivitiesandweneedtomakesuretheCustomerhasdonethem.ThisisthedefaultTaskType

• Milestone: WhenacustomermadespecifictypesofdecisionsignifyingthecurrentCustomerJourneystageiscompleted,thenthatcanbespecifiedandtrackedasaaMilestoneActivity.

• InternalTask: ThesearetheTasksthatneedtobedoneinternallytomeetthe



customerrequirementsorneeds.Theymaybeassigned

• AgencyTask: ThiscanbeaTaskthatneedstobedonebya3rdpartysupplier,oranyoneexternalthatneedstobefollowedupon.

• AutomaticTask: Thisisataskthatismeanttobeautomaticallymanagedbythesystem.

ThedifferentTasksallhavetheirowniconintheCustomerJourneytogivetheUseranoverviewwhattypeofTaskitis.

Start/DueDateType TherulesforwhenanActivityshouldbestartedandcompleted.Thedifferentrulesarefollowing:

• DaysfromCreated:WhenaCustomerJourneyiscreatedanumberofActivitiesarecreatedintheJourney.ThisruletellsthattheStart/DuedateoftheActivitiesshouldbecompletedinacertainnumberofdaysfromtheJourneywascreated.Thenumberofdaysisspecifiedinnextfield.

• DaysfromStageStarted:IfthisinsteadisselecteditmeansthattheStart/DuedatewillbesetwhenaStageisstarted.SoaslongasaStageisnotstartedtheActivitieswillnothaveaStart/Duedate.

Start/DueDays ThisiswherewedefinethenumberofdaysforwhenanActivityshouldbestartedandcompleted.ThisworkstogetherwiththeStart/DueDateType.

Priority OnlyvisibleforActivityTypeTask.ThiswillhelpyouprioritizetheTasksinaJourney.

Direction OnlyvisibleforActivityTypeCall.ThisistodefineiftheCallisanOutboundCallorInboundCall.

TimeofDay OnlyvisibleforActivityTypeCallandMeeting.WhattimeofthedaytheCall/Meetingshouldbemade.TheDatewillbesetbytherulesinStart/DueDateTypeandStart/DueDays

Duration(hours/minutes)

OnlyvisibleforActivityTypeCallandMeeting.TheplannedlengthoftheCall/Meeting.

Description ThedescriptionoftheActivityAdd all theActivities under each Stage that you want tomake sure the usersshoulddoorbeawareof.SavetheStage.



Ones you have defined all Activities for each Stage for the Customer JourneyTemplate,thentheTemplateiscompleteandreadytousebyauser.Using the Customer Journey Template is defined in detail in the CustomerJourney Plug-In User Guide. Effectively once it is ready and you assign aCustomerJourneyTemplatetosometypeofRecordinSugar,youwillbeabletoseeandusetheJourneyyoujustcreated.HereisasmallscreenshotacreatedTemplate:

ConfigureenabledmodulesAsofversion4.2.0youcanconfigurewhichmodulesthepluginshouldbeavailableforintheadminsectiontroughthefollowinglink:

Clickonthelinkandyouwillgettothefollowingpagewhereyoucanconfigurewhichmodulesitshouldbeenabledfor.Enabledmodulesbydefaultarethefollowingones:

• Leads• Accounts• Contacts• Opportunities• Cases



Itisalsopossibletoactivateyourcustommodulesintheplugin,theywillappearinthedropdownautomaticallyassoonastheyareaddedinthesystem.Addandremovetheonesyoulikeandclickonsave.

Ifallmodulesyouhaveenabledisalreadysetupbydefaultthefollowingmessagewillbedisplayed.Pleasenotethatyoumayneedtoreloadthepagebeforethechangesapplies.



Ifyouhaveenabledmodulesthatarenotsetupbydefault(Leads,Accounts,Contacts,OpportunitiesorCases)youwillseethefollowingscreen:

ClickontheDownloadbuttontoretrievethepackageneededtoactivateyourmodule.ThenclickontheModuleLoaderlinktonavigatetothepagewhereyoushouldinstallit.Uploadthepackageandclickoninstall.

ClickontheCommitbuttononthenextscreentostarttheinstallation

Afterafewsecondstheinstallationiscompleted.



Nowyoucangoaheadandsetupyourtemplateforyournewmodule.

Customer Journey Templates Administration Guide · A Template is the collection of items needed to create a Journey. A Template is set up by one or more authorized individuals. Once

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