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Step 4: Defining Exit criteria for Account Journey

Overview

This article will list out the steps to configure Exit Criteria to unenroll Account(s) from the Journey

Introduction

Exit criteria for a journey let you:

  • Define what to do if the Goal is met for an enrolled Account. Any Account matching the defined goal for the journey will be tagged as 'Goal Achieved'. On meeting the journey Goal, the Account will continue in the journey or immediately exit from the journey depending on your selection for this setting.
     

  • Define a rule for unenrolling a newly enrolled Account from other journeys (if active in specified journeys). This is a one-time check done on enrollment of a new Account into a Journey.

  •  Define blacklist rules for unenrolling enrolled Accounts from the current Journey. All matching Accounts are exited and tagged as 'Unenrolled' immediately as soon as any exit criteria(s) are met.

Define Exit Criteria

Click on the 'Exit' tab to start defining the Exit Criteria for the Account Journey.



The Exit criteria(s) that can be set to unenroll an Account from a Journey are listed below

When Goal has been met: 

  • Select 'Complete Journey for the Account' to complete the Journey when the Goal is met

  • Select 'Do nothing' to not complete the journey when the Goal is met

When Accounts Enroll in this Journey

  • Select 'Do nothing' to not complete the journey when an Account enrolls in the current Journey

  • Select 'Remove Account from other Journey(s) in which it is active' to unenroll an Account from all Journeys as soon as it is enrolled in the current Journey.

  • Select 'Remove Account from Specific Journey(s) in which it is active' to unenroll an Account from specific Journey(s) (select from the drop-down menu) as soon as it is enrolled in the current Journey

When an enrolled Account exits from the Entry Enrollment segment(s)

  • Select ' Unenroll Account from this Journey' to unenroll an Account from the current Journey when the Account exits from the Segment(s) added when configuring the Entry Enrollment criteria

  • Select 'Do nothing' to not complete the journey when an Account exit from the Segment(s) added when configuring the Entry Enrollment criteria

Account Suppression List

This list removes Account(s) from the current Journey. You may create an Account Segment(s) or Account List(s) with a list of Accounts for whom the current Journey should not be activated. You may select the Segment(s)/List(s) from the drop-down menu. Refer to the screenshot below for more details. 

Saving Exit Criteria

Click Save & Next to save the Exit Criteria. 

That's it! You have successfully completed configuring the Account Journey. 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar

  2. Create a conversation from here

  3. Send an email to support@customersuccessbox.com

PREVIOUS

Account Journeys: Getting Started

Step 1: Define Entry Enrollment criteria

Step 2: Define Action(s)

Step 3: Define Goals

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Configuring CustomerSuccessBox




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  1. Anu Dudhat

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