Customer Care Journey - I
Exercise
As a Business Practitioner, I want to manage the journey of a visitor who wants to get support to buy an offer: as soon as the visitor asks for support, a new request (task) is created in the Customer Care app (CxApp) and a message is delivered to the visitor.
Learning objectives
In this lesson, we will learn how to create a basic Journey:
- How to wait for an event
- How to trigger a task in an external application like a Customer Care application
- How to make a decision or a tree of decisions
- How to deliver a message
The visitor will fill in a form on the website. As soon as, the visitor submits the "support request" form, an Event is fired and the visitor is entering a journey.
A custom action will create a case/task in the Customer Care app.
A transactional email is delivered to the profile in order to confirm that someone from the customer care team will phone as soon as possible, with an estimation of time to wait for the call.
The goal of this first basic journey is to discover and play with the different activities (canvas, events, actions, orchestration activities) that are provided by Adobe Journey Optimizer.