Understand Journey Milestones and Steps

Every journey is made up of smaller portions called milestones. Every milestone is composed of even smaller portions called steps. Think of it like breaking up a road trip into smaller legs, and then breaking down each leg into landmarks you pass on the way. It can help to break down larger tasks (like journeys or road trips) into smaller, measurable pieces. 

Milestones:

When you click into a journey, you'll see the Milestones tab. In a new journey, this tab will be empty. You can click the Create Milestone button to begin creating your first milestone. (For more information on milestone creation, see Creating Milestones.) In an active journey, this tab will show you an overview of all existing milestones: From this list, you can immediately see a lot of important information relating to your milestones, like: 

• When the milestone starts
• If there's a wait time
• The types of steps included in the milestone
• The milestone's duration

You can click on these existing milestones to dive deeper into details or edit existing settings. 

Steps:

While a milestone is a distinct phase that helps make up a journey, steps are the pieces that compose a milestone. There are two different step types: tasks and achievements. 

Tasks

Tasks are steps that require accounts in the journey to complete specific activities, like attending a meeting or taking an onboarding call. They can be used for internal processes, which helps your team take the right actions to move customers through their journeys. Journey tasks will be shown in your team's Command Center To-Dos, making it easier to keep track of and complete open tasks. Tasks can ONLY be completed manually. 

Examples:

• Review customer details before scheduling onboarding call.
• Send welcome emails to new accounts.

Achievements

Achievements are steps that require accounts in the journey to meet certain criteria, like initial login. They can be configured to complete automatically based on customer attributes, customer actions, or other criteria. Achievements can be manual or automated (though we recommend automation whenever possible to help streamline your day and optimize workflows). Achievements will NOT appear in your team's Command Center to-dos.  

Examples:

• Customer completed initial login.
• Customer has returned onboarding worksheet.
• All team members completed onboarding training.
• Customer reached 80% utilization.

Both step types are considered important action items and must be accomplished to complete the milestone and progress through the journey.

You can add as many steps as you would like to your milestone. Steps are ordered to give you the best possible visualization of the milestone (and journey) you're creating. If you need to reorder a step, you can click on it and drag it to a new position. 

For more information on creating task and achievement steps, see Adding Steps to Milestones.