Beginner's Guide: Building a customer journey in Journey Builder

Yesterday we gave you a brief introduction on Journey Builder. Today we are going to run through the steps of how our marketer Riley can create an automated campaign from scratch.

How to build a customer journey in Journey Builder

There are two types of journeys that can be built for Riley’s customer’s campaign:

Journey Builder offers you a choice of templates to use, or you may choose to custom-build your journey from scratch.

Building your journey from scratch

In Journey Builder in the “Activities” tab there are 5 activities to choose from. Each activity offers additional options that enables Riley to easily drag-and-drop onto her screen. Below is a table of the options available in Journey Builder.

Activity	Options	Description
Customer Update	Update Contact Data	Update your contact record
Messaging	SMS	Send your customer an SMS from inside Journey Builder as part of the journey
Messaging	Email	Send your customer an email from inside Journey Builder as part of the journey
Advertising	Ad Audience	Add your customer to your Audience
Advertising	Ad Campaign	Add your customer to your Campaign
Flow Control	Wait by Attribute	Specify a wait by date, i.e date of birth
	Wait by Duration	Specify a length of time that your customer will wait before moving on to the next activity
	Wait Until Date	Specify a wait until date, i.e an event start date such as Black Friday
	Decision Split	Send your customer on a specific path determined by a contact attribute; eg: preferred method of communication is email
	Engagement Split	Send your customer on a specific path determined by their input data; eg: Some customers prefer Digital cameras, whereas others prefer Film.
	Random Split	Set different paths and contact percentage (50% go down one path and 50% go down the other) to determine which path performed better. (To have a clear indication of success or failure, set a goal for your journey)
	Join	Send contacts from different paths in the journey down the same path.
Sales and Service Cloud	Optional modules that can be added to Salesforce. Various options available for both Service and Sales Cloud