A set of automated tasks can be referred to as a Campaign or a Customer Journey. Microsoft Dynamics 365 uses both terms, so what is the difference between the two?
Here is the difference between a campaign and a customer journey.
Campaigns
Campaigns and Quick Campaigns are used by Dynamics 365 Customer Engagement. You do *not* need Dynamics 365 Marketing installed to use them. A Campaign is a set of automated tasks whereas a Quick Campaign is just one automated task. "Task" in the case of a Campaign or Quick Campaign refers to a Dynamics task, email, appointment or phone call. Campaigns and Quick Campaigns use Marketing Lists, which are also apart of Dynamics 365 Customer Engagement.
Customer Journey
Customer Journeys are used by Dynamics 365 Marketing. You *must* have the marketing app installed to use them. A Customer Journey is also a set of automated tasks. "Task" for a Customer Journey is similar to a Campaign but it also includes: Marketing Emails, Marketing Forms, Marketing Events, Workflows, Customer Voice Surveys, Marketing Pages and more. Customer Journeys use Segments or Subscription Lists (not Marketing Lists). Segments are only available with Dynamics 365 Marketing.
Commonly Asked Questions
Q. If you have Dynamics 365 Marketing installed, when should you use a Customer Journey vs Campaign?
A. Customer Journeys provide much more flexibility and analytics than your standard Campaign. It almost always makes sense to use a Customer Journey.
Q. Can I use Marketing templates for my Campaigns?
A. You can create templates for Campaigns, but they are not the same templates created and used by the Marketing app.
Q. Can the Sales team use my Marketing templates to send email?
A. You can give your Sales team access to the Marketing app where they will have access to your Marketing templates.
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