• Increase engagement (open rates and click-through rates)
• Save time and increase efficiency
• Reach the right audience, at the right time, with the right message
• A/B test with Path Optimizer
• Use Einstein's Send Time Optimization to deliver emails at the time constituents are more likely to open their messages

• Alumni birthday email sent on a person's birthday
• New hire information and resources over the first 90 days
• Alumni volunteer opportunity information over 3 months for people who sign up to receive alumni news
• A welcome email when a constituent subscribes or opts-in to receive specific communications

• What is the business need, and how will a journey support the need?
• What is the goal of the journey and the related KPIs (metrics of success)?
• Who is the target audience? What data will be used in the Journey?
  • Journey Builder audiences that do not use data in Salesforce are not recommended for Journey Builder. Instead, an Audience Creator specialist can create a Data Extension with external data and send it via an alternative method (not Journey Builder).
• Is the content for each email decided or created already and will not change before journey launch? Journey email content needs to be complete before a journey can launch.

• Customer | Those requesting a Journey will be referred to as customers below and are often Marketing Cloud users.
  • Journey Planning Worksheet Template (request access to copy)
  • Email Journey Map Template (request access to copy)
• MEC / eComm Specialist / Super User | All three names will be referred to in the following instructions as 'MEC'. Those in these roles may also be the customer.
  • Journey Builder Basics | 30 min.
  • Quick Start: Create and Send a Message in Journey Builder | 20 min.
  • Journey Builder Campaigns | 40 min. 
• System | Refers to the system team who will collaborate with the customer on the Journey.

1. Complete the Journey Planning Worksheet and the Email Journey Map (request access to both to copy). Ask your MEC for support if useful.
2. These documents will help with brainstorming the process, but don’t worry about completing them in full before asking your MEC to review them and submit a ticket on your behalf.

1. Review the Request
   • Ensure a majority of the request sheet has been populated and you think it's a good candidate for a Journey.
   • Journey Builder audiences that do not use data in Salesforce are not recommended for Journey Builder. Instead, an Audience Creator specialist can create a Data Extension with external data and send it via an alternative method (not Journey Builder).
2. Create Audience (add details to worksheet)
   • Create a folder in the Shared Data Extension folder matching the BU name and move the DE to this folder.
3. Request a consultation by submitting a help ticket (selecting Marketing Cloud, and then Journey Builder from the dropdown menu). Requests will be addressed in the order they are received.
   • Include your Journey Planning Worksheet and Email Journey Map Template !!!! on the audience created in your ticket submission.

System

• After the MEC submits the ticket, the System team will set up a meeting with the MEC and customer(s) to talk about the email journey idea and outline next steps.
• The System team will provide direction on populating additional details on the worksheet (rows in blue). 
• The System team will enable Journey Builder access to customers.???
• The System team will configure Synchronized Data Extensions in the Business Unit (if not already).???

Customer

• After the MEC submits the ticket, the System team will set up a meeting with the MEC and customer(s) to talk about the email journey idea and outline next steps.
  • The System team will provide direction on populating final details on the worksheet (details below). 
• The customer decides if they want to move forward after the consultation. 

MEC

• After the MEC submits the ticket, the System team will set up a meeting with the MEC and customer(s) to talk about the email journey idea and outline next steps.

After deciding to move forward:

1. The Journey Planning Worksheet and Email Journey Map should be populated in their entirety (if not already).
2. The customer prepares all required materials.
   • All content should be placed in a single folder (with content only for the Journey).
   • The email names should start numerically to indicate the order of the emails and alphabetically to clarify different paths (eg: 1, 2, 3A, 4A, 3B).

MEC

1. The MEC should review the Journey Planning Worksheet & Email Journey Map to confirm they are populated in their entirety and include them in the official request.
   • Verify the assets are in the folder indicated and labeled correctly. Confirm the Data Extension is in the Shared folder indicated.
2. Make an official Journey Builder request by submitting a help ticket (selecting Marketing Cloud, and then Journey Builder from the dropdown menu).

System

1. The request will be prioritized among other eComm work, and a feasible timeline will be determined.
2. The customer & MEC will be notified of the timeline via email, including when eComm can start and finish the build. 
   • If the timeline doesn't work for the customer: Journey Request canceled, and the MEC may support the request via other send options.
3. If the timeline works for the customer: eComm builds the Journey and reviews it with the customer within 4 weeks of starting work.

Customer

1. After receiving the official request, the system team will:
   • send an email to the Customer & MEC of the timeline, including when eComm can start and finish the build.
   • send a meeting invite to the customer and MEC to review the Journey and approve it (step 6).

System

• The system team will review the Journey with the customer and MEC.

Customer & MEC

• Attend a meeting (invite sent by system, including the MEC) to review the Journey and approve it (step 5).
• The customer has 2 weeks to make minor, final edits. Major edits will result in going back to step 3.

• The system office will launch the Journey on the agreed-upon date/time.
• If the eComm specialist or customer wishes to launch it themselves, they can (defined in step 3).??

• The MEC or Customer (defined in step 3) can view analytics after 48 hours of launch.??
  • View Email Send or Individual Email Result (IER) in Salesforce
  • Journey Builder >> Select Journey >> Scroll to relevant step and click person icon to see details (how many received, any errors)
  • Email Studio >> Email >> Tracking >> Sends >> Journey Builder Sends >> expand (+) relevant Folder >> Select version >> Select Email (why alphabetical & numerical email name is helpful) >> see Overview & Click Activity
  • Analytics Builder >> Intelligence Reports >> Journey Performance by Email >> Filter by Journey(s)