Exploring Salesforce & Journey Builder

Nikita R.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Dec 1st, 2023

Journey Builder is a Salesforce tool you can access in Marketing Cloud. It is designed to work well with campaigns so you can create and automate customer journey tasks.

At its core, Salesforce Journey Builder focuses on customer journeys, so use it to design the communication plan you need.

Join us in the article below as we cover topics related to using Journey Builder for your journey management needs in Salesforce.

The Marketing Cloud & Journey Builder Combo

The Journey Builder in Marketing Cloud is compatible with Core, Advanced, and Enterprise 2.0 Salesforce editions.

It’s important to note that there is a known issue on the Enterprise 2.0 edition which prohibits you from copying journeys from parent to child business units. So, keep this in mind if you want to use Journey Builder with Enterprise 2.0.

Figuring out Journey Builder in Salesforce

With this Marketing Cloud tool, your canvas activities will direct Journey Builder on how to engage and lead your contacts in the Salesforce customer journey.

The journey typically begins with your contacts passing into Salesforce from an entry source. Journey Builder will then monitor and evaluate contacts throughout the journey and transfer them to activities or the next levels when ready.

Journey Management with Journey Builder

You can use Journey Builder to create automated campaigns that are personalized for your journey management needs.

Campaigns created with Journey Builder can guide your customers through the different customer journey stages depending on their behaviors and preferences.

Here are a few features that you get from Journey Builder in Salesforce for your journey management:

Your marketing professionals can design tailored customer journeys with a simple drag-and-drop user interface.

Your teams can create the stages and decision points that are needed in a journey. For example, many marketers are fans of creating flowcharts to display customer experiences.

You can connect instantly with your customers across different communication channels. Popular places to engage with customers are social media platforms, emails, SMS, and advertising campaigns.

Journey Builder Examples

Journey Builder sounds great, but how does it work in the real world? We give you two sample situations below. Let us know if you have any others!

First up, you could use Journey Builder to welcome new subscribers to the customer journey when they subscribe to your newsletter. Journey Builder can deliver a welcome email to your subscribers and add them to a specific contact list, such as New Subscribers. Then, you can set up Journey Builder to send another email to the new subscriber to tell them about an offer after a short period of time.

Another way to use Journey Builder is to send an email to a customer when they have abandoned a shopping cart on your website. The email can remind the customer that they have items waiting to be purchased. If the customer has not responded after a set amount of time, Journey Builder can send another email, maybe with a discount code this time and update your customer’s record to reflect the abandoned cart data.

Boost your Journey Management with Software

If you are looking for dedicated journey management software or journey builders outside of Salesforce, you will find plenty online solutions that improve customer experiences from end to end.

They often let you map out all the stages in the customer journey, from subscribing to a newsletter and all the way to post-purchase tasks.

If you want to boost customer satisfaction with your products and services to create brand loyalty, then you need to find a customer journey builder or management software that has features that match your requirements.

However, there are a few basic features that your chosen customer journey management software should provide. For starters, you should get mapping tools to support your entire customer journey. The software should also let you create touchpoints, customer interaction points, and channels of communication on your plan.

Next up, your software of choice should connect with data sources like Salesforce, customer support platforms, and other marketing tools.

And the last feature we will discuss, although there are more, is that your customer journey software should be able to collect customer data and sync it across your platforms with tools to analyze all your information.

We hope to see you soon! 

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.