Configuring Journeys

Administrators can configure comprehensive journeys by creating multi-phase user experiences with diverse step types, sequential progression options, and customizable visual branding. Journey configuration enables the creation of structured onboarding and engagement pathways that guide users through essential processes while providing progress tracking and automated notifications throughout the user experience.

Phases can be developed and refined in draft status before activation, enabling iterative journey development that ensures optimal user experience before deployment to assigned users.

Requirements

To create and share journeys, users must be assigned a security role with the following permissions:

Administrator System Role

Accessing Journey Configuration

Navigation to Journey Management

In the Setup Home page, click Create > Journeys
Select the journey you want to configure
Access configuration options through the Contents tab and journey management interface

Journey Settings Configuration

Basic Journey Information

Journey Settings Access:

Click the More Actions (kebab button) and select Edit Settings
Configure fundamental journey properties including:

Name:

Update the journey name that appears to users throughout their journey experience
Use clear, descriptive names that communicate journey purpose and outcomes

Description:

Modify the journey description displayed to end users
Provide context about journey objectives, expected outcomes, and user benefits
Use engaging language that motivates participation and communicates value

Sequential Phase Progression:

Enable this checkbox to force users to complete journey phases in order
When enabled, users must complete all steps in Phase 1 before accessing Phase 2
When disabled, users can progress through phases based on their preferences and schedules

Final Message:

Configure the rich-text completion message displayed when users finish the entire journey
Use the integrated rich text editor to create compelling completion messages with formatting, links, and multimedia content
Provide closure, recognition, and guidance for next steps or advanced journeys

Visual Branding Configuration

Banner Settings Access:

Click the More Actions (kebab button) and select Banner Settings
Configure comprehensive visual presentation options

Banner Display Control:

Show Banner: Toggle checkbox to enable or disable banner display on journey pages
When disabled, no banner appears in the journey user interface

Banner Visual Elements:

Banner Image: Select banner image from Static Assets library or leave blank for default theme banner
Recommended Image Size: 1920 x 400 pixels for optimal display quality and loading performance
Banner Heading: Enter custom banner heading text with multi-language label support
Banner Message: Enter descriptive banner message text with multi-language capabilities
Text Color: Specify HTML hex code for banner text color to ensure proper contrast and brand consistency

Journey Phase Management

Creating Journey Phases

Phase Creation Process:

Click Add a Journey Phase to create new journey phases
Configure comprehensive phase properties:

Phase Information:

Name: Enter descriptive phase name that clearly communicates the phase purpose to users
Description: Provide detailed phase description that explains objectives and expected outcomes
Due Date: Enter the number of days users have to complete the phase (numeric value only)

Phase Configuration Options:

Sequential Step Completion: Enable to force users to complete steps within the phase in designated order
When enabled, users must complete Step 1 before accessing Step 2 within the phase
Users retain ability to complete steps in any order outside the journey interface unless this setting is enabled

Click Save to create the phase and enable step addition

Phase Management Operations

Phase Activation:

Click the dropdown arrow next to inactive phases and select Edit
Check the Active checkbox to make the phase visible and available to users
Only active journey phases will be displayed to users in their journey interface

Phase Organization:

Use drag-and-drop functionality to reorder phases within the journey structure
Delete phases that are no longer needed through the phase management interface
Edit existing phases to update names, descriptions, due dates, and configuration settings

Journey Step Configuration

Adding Steps to Phases

Step Creation Process:

Within each journey phase, click Add step
Select the appropriate step Type from the comprehensive dropdown menu
Configure step-specific settings based on the selected step type

Step Type Configuration Options

Learning and Development Steps:

Course Completion:

Search and select a specific course or learning path from the LMS
Users must successfully pass the selected course to complete this step
Integrates with existing course completion tracking and certification systems

View a Document/Video:

Select a document, file, email template, or video for users to review
Supports various content types including PDFs, presentations, training videos, and reference materials

Business Process Integration Steps:

Deal Registration:

Configure step completion based on lead creation activities
Enter the number of lead submissions required to complete the step
Optionally add filter criteria to require qualified leads meeting specific requirements
Restriction: This step type can only be completed by partner users with appropriate permissions

Qualified Deal Registration:

Configure step completion based on opportunity creation activities
Enter the number of opportunity submissions required to complete the step
Optionally add filter criteria requiring closed opportunities or specific qualification criteria
Restriction: This step type can only be completed by partner users with appropriate permissions

MDF Request Submission:

Step completion triggered when users submit Marketing Development Fund requests
Integrates with MDF workflow and approval processes

Idea Submission:

Step completion occurs when users create new ideas in the Ideas module
Encourages innovation and community engagement as part of journey progression

User Profile and Data Management Steps:

Update Profile:

Step completion triggered when users update their personal user profile information
Select the specific Contact form users must complete
Restriction: Only users with contact records (portal users) can complete this step

Update Company Profile:

Step completion occurs when users update their organization's account information
Select the specific Account form users must complete
Restriction: Only users with edit access to their account record can complete this step

Communication and Collaboration Steps:

Form Submission:

Select the specific form users must complete to finish this step
Integrates with existing form workflows and data collection processes

Survey Submission:

Select the specific survey users must complete for step completion
Supports feedback collection and user experience measurement

Event Registration:

Select the upcoming event users must register for to complete the step
Integrates with event management and attendance tracking

Book a Meeting via Calendly:

Enter the Calendly URL users will be redirected to for meeting scheduling
Enables direct integration with external scheduling platforms

Sign Agreement with DocuSign:

Select the DocuSign template users must electronically sign
Integrates with electronic signature workflows and compliance tracking

Invite Team Members:

Step completion occurs when users invite contacts to join the portal
Restriction: Only users with Team Access - Team Manager permissions can complete this step

Complete Business Plan:

Step completion triggered when business plans associated with user accounts change from "Draft" to "In Progress" status
Restriction: Only portal users can complete this step type

Step Configuration Details

Universal Step Settings:

Title: Enter clear, descriptive step title that communicates the action required
Description: Provide detailed step description explaining purpose and completion requirements
Optional Setting: Check to mark steps as optional for flexible user progression
Important Restriction: The final step in any phase cannot be marked as optional to ensure phase completion integrity

Step Management Operations:

Use drag-and-drop functionality to reorder steps within phases
Delete steps that are no longer needed
Edit existing steps to modify titles, descriptions, and configuration settings
Ensure step sequence supports logical skill building and knowledge progression

Journey Lifecycle Management

Journey Development Status

Phase Activation Requirements:

Phases remain inactive during development until explicitly activated
Use Edit function on inactive phases to check the Active checkbox
Only active phases display to users in their journey progression interface

Journey Testing and Validation:

Use Preview function to experience the journey from user perspective
Click the More Actions (kebab button) and select Preview
Validate journey flow, step requirements, and overall user experience

Journey Publication and Management

Journey Cloning:

Click the More Actions (kebab button) and select Clone
Enter new journey name for the duplicated journey
Click Yes to create identical journey structure for template reuse or variation development

Journey Publication:

When journey development is complete, click Publish and Continue
Publication makes journeys available to assigned users with full tracking and notification activation

Journey Archive Management:

Click the More Actions (kebab button) and select Archive
Click Continue to prevent further user progression while preserving historical data
Archived journeys maintain progress records but stop new user advancement

Best Practices for Journey Configuration

Journey Design Strategy

Phase Structure Planning: Design phases to represent logical progression milestones with clear objectives and outcomes that build upon previous learning and achievements.

Step Sequence Optimization: Arrange steps within phases to create natural skill building and knowledge acquisition that supports user success and engagement.

Due Date Calibration: Set realistic phase due dates based on step complexity, user schedules, and organizational priorities to maintain momentum without creating pressure.

User Experience Optimization

Clear Communication: Use descriptive names and detailed descriptions for phases and steps to help users understand expectations and benefits.

Optional Step Strategy: Use optional steps judiciously to accommodate diverse user needs while maintaining essential learning objectives.

Sequential Progression Balance: Consider user flexibility needs when configuring sequential requirements at both phase and step levels.

Configuration Management

Iterative Development: Develop phases incrementally, activating them as content is ready rather than attempting to build entire journeys before testing.

Banner Consistency: Ensure banner elements align with portal branding and provide motivational messaging that encourages journey completion.

Template Creation: Use cloning capabilities to create journey templates for consistent structure across different user communities or topic areas.

Journey configuration provides comprehensive tools for creating engaging, structured user experiences that guide learners through essential processes while maintaining flexibility and progress visibility throughout the journey lifecycle.

Jump to Journey Builder Checklist

<< Creating and Sharing Journeys | Managing Journey Assignments >>

Table of Contents