17.4 Update a contact in Microsoft Dynamics 365 and automatically trigger a journey

17.4.1 Create a segment in Adobe Experience Platform for customers with a negative sentiment

Go to https://experience.adobe.com/#/home. Click to open Adobe Journey Optimizer.

You’ll then be redirected to the Adobe Journey Optimizer homepage.

In the left menu, go to Segments. Click + Create Segment.

In Attributes, click XDM Individual Profile.

Click your tenant specific object, which is similar to --aepTenantIdSchema--.

Go to individualScoring.

Select sentiment and drag and drop it on the canvas.

Enter the values 0 and Negative.

Go to Events and click XDM ExperienceEvent.

Click your tenant specific object, which is similar to --aepTenantIdSchema--.

Next, click demoEnvironment.

Drag and drop ldap to the canvas.

Enter your ldap.

Use this naming convention to name your segment: ldap - D365 Sentiment: Negative, in this example that should be vangeluw - D365 Sentiment: Negative.

Click Save. After clicking Save, you’ll be redirected here:

17.4.2 Configure a journey to trigger when sentiment becomes negative

Go to Journeys. Click Create Journey to create a new journey.

You’ll then see this. Enter a name for your journey. Use this naming convention: ldap - D365 Sentiment: Negative, which in this example becomes vangeluw - D365 Sentiment: Negative.

Click OK.

From the left menu, drag and drop the Segment Qualification event onto the canvas.

Click the Edit icon to select a segment.

In the popup, select the segment you created in exercise 17.4.1, which was named ldap - D365 Sentiment: Negative.

Click Save.

Make sure that the Enter check box is selected (e.g. we want the journey to be triggered on segment qualification). Click OK.

In the left menu, go to Actions and search for the action ldapSmsTwilio that you created in module 12.

Drag and drop the action ldapSmsTwilio onto the canvas as the next step in your journey.

Click on the Edit icon for the Action Parameter TEXTMESSAGE.

You’ll see a popup with the Simple Mode Editor.

In the popup you’ll see, click on Advanced Mode. You’ll then see this.

In this text message, you’ll use the customer’s first name. You can either select the path to the field First name, or you can copy and paste the below text.

Paste this code in the Advanced Mode Editor. Click OK.

#{ExperiencePlatform.ProfileFieldGroup.profile.person.name.firstName} + ", we'd like to apologize for the negative experience you had. We're looking into this and we'll contact you in the next 2 business days."

You should now have this. Click OK to save your changes.

Next, click on the Edit icon for the Action Parameter MOBILENR.

You’ll see a popup with the Simple Mode Editor.

In the popup you’ll see, click on Advanced Mode.

Paste this code in the Advanced Mode Editor.

substr(#{ExperiencePlatform.ProfileFieldGroup.profile.mobilePhone.number}, 0, 12)

You’ll then see this.

Click OK to save your changes. You’ll then have this.

Click OK once more.

Next, in the left menu, go to Orchestration. Drag and drop the orchestration event End onto the canvas. Click OK.

Your journey is ready to be published now. Click Publish.

Click Publish again.

Your journey is now published.

17.4.3 Create automation using Microsoft Automate (Flow) to listen to the sentiment change

After creating a journey that will trigger when customer sentiment changes, you’ll now create a flow in Microsoft Power Automate that will listen to a change to the sentiment field in Microsoft Dynamics 365 and then send an update to the Real-time Customer Profile in Adobe Experience Platform.

Go to https://flow.microsoft.com. Sign in with the Microsoft account you created in exercise 1.

You’ll be redirected to the Microsoft Power Automate home screen.

In the top right menu bar, click Environments and select the environment you just created.

In the left menu, click My Flows.

Click + New, then click Automated cloud flows - from blank.

In Choose your flow’s trigger, search for Microsoft Dataverse. From the result list, select When a row is added, modified or deleted.

Click Create.

You will be redirected to the Flow creation screen.

Select these settings:

• Change Type: select Update
• Entity Name: select Contacts
• Scope: select User

Click + New step.

Click Condition from the list of available actions.

You will now see the Condition field and Yes/No options

In the Condition panel, click the Choose a value field and start searching for the Sentiment you created in Dynamics. Click Sentiment Value and you’ll see it assigned into the Condition.

Set the operator to is not equal to.

Click in the Choose a value field and select the Expression option

Type null and click OK.

Your Condition now looks like this:

Next, you’ll enter the If yes expression.

Click Add an action in the If yes expression.

From the Choose an action, search for HTTP.

Click the HTTP PREMIUM option.

You’ll now see the expression builder options.

Follow these instructions to set the fields of the HTTP expression builder:

• Method: POST
• URI: --dcsInletId--

Enter the following Header values

You should now have this:

At the point it is good to save the Flow. Enter the name Demo System - Sentiment Event in the title field. Click Save.

Next, you need to enter the Body of the HTTP request.

Copy the below payload and paste it in the field Body.

{
  "header": {
    "datasetId": "--msftProfileDatasetId--",
    "imsOrgId": "--aepImsOrgId--",
    "source": {
      "name": "D365 Sentiment Change"
    },
    "schemaRef": {
      "id": "https://ns.adobe.com/--aepTenantIdSchema--/schemas/--msftProfileSchemaRef--",
      "contentType": "application/vnd.adobe.xed-full+json;version=1"
    }
  },
  "body": {
    "xdmMeta": {
      "schemaRef": {
        "id": "https://ns.adobe.com/--aepTenantIdSchema--/schemas/--msftProfileSchemaRef--",
        "contentType": "application/vnd.adobe.xed-full+json;version=1"
      }
    },
    "xdmEntity": {
      "--aepTenantId--": {
        "identification": {
          "core": {
            "email": "@{triggerOutputs()?['body/emailaddress1']}",
            "d365": "@{triggerOutputs()?['body/contactid']}"
          }
        },
        "individualScoring": {
          "sentiment": "@{triggerOutputs()?['body/new_sentiment']}"
        }
      },
      "person": {
        "name": {
          "firstName": "@{triggerOutputs()?['body/firstname']}",
          "lastName": "@{triggerOutputs()?['body/lastname']}"
        }
      },
      "personalEmail": {
        "address": "@{triggerOutputs()?['body/emailaddress1']}"
      }
    }
  }
}

Click Save.

To test your automation, go back to your Microsoft Dynamics 365 Dashboard, and go to Contacts. Open the contact record for the profile you created on the demo website as part of the previous exercise.

Scroll down to the Sentiment field and change the value for that customer to Negative. Lastly, save your changes.

By saving your changes in Microsoft Dynamics 365, an automated request will be sent from Microsoft Dynamics 365 to Adobe Experience Platform which will update the Real-time Customer Profile in Adobe Experience Platform and as a consequence, your journey in Adobe Journey Optimizer will be activated. You should now receive the text message within minutes.

Next Step: Summary & benefits

Go Back to Module 17

Go Back to All Modules