Dynamics 365 Customer Insights – Journeys KB — Features & Changelog

Published docs in the Dynamics 365 Customer Insights – Journeys KB: Consultant-focused KB for Microsoft Dynamics 365 Customer Insights – Journeys (formerly Marketing): implementation notes, gotchas, and configuration decisions beyond the official docs — across real-time journeys, segments, email and SMS marketing, event management, lead scoring, Copilot, analytics, and administration. The daily monitor task adds a row here when it publishes or updates a doc. Browse the live KB at https://apps.pr1vacy.cloud/almanac/kb/d365ci-journeys.

🆕 New & Updated

Date	Change
2026-09-12	New: Conversational journeys (voice and SMS via Contact Center) — journeys call a Contact Center proactive engagement so a Copilot Studio agent holds a two-way voice or SMS conversation, then branch on disposition code, result or agent-set attribute; SMS conversation step added in the September 2026 update; same-environment prerequisite, contact-based audiences only.
2026-09-12	New: Create a record tile — record and activity creation from the journey canvas left preview on 11 Sept 2026; dual-principal security model (journey publisher plus the new Create Record Role Extensible service role), ownership options, and the Sales assignment-rule override.
2026-09-11	Updated: Contact and lead interaction timeline — retention raised from 90 days to one year, bringing it in line with journey, channel and contact insights; the explicit "no Customer Insights - Data profiles" limitation was deleted upstream without a positive replacement, so the doc now says treat it as contact and lead only until Microsoft says otherwise.
2026-09-10	Initial backfill — 57 docs published across all 10 categories.

By category

Category	Docs
Real-time Journeys	9
Segments & Audiences	6
Email & SMS Marketing	7
Event Management	6
Lead Scoring	5
Copilot in CI Journeys	5
Analytics	5
Administration	6
Licensing	4
Decision Guides	6
Total	59