Hi Community, we are looking to use Engagement Studio & Salesforce/Pardot to totally automate the customer journey. We would really need the triggers to be based off of activity within our platform (these details are in Salesforce also)? Possible? - Answers - Salesforce Trailblazer Community
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Kelley GissaneKelley Gissane 

Hi Community, we are looking to use Engagement Studio & Salesforce/Pardot to totally automate the customer journey. We would really need the triggers to be based off of activity within our platform (these details are in Salesforce also)? Possible?

Hi All,

This is a long post so bear with me :-)
What we are aiming for is to use Salesforce and Pardot to automate our Customer Journey for our single licence users (our smallest customers) and branch our to using it for more customers in the future. 

We are investigating Engagement Studio and it is fantastic but there are some limits to it preventing the process from being fully automated. The communication we send to our users during their time with us is all dependant on their engagement within our own platform so creating a stronger link between Engagement Studio and our platform metrics is necessary to fully automate this and save loads of time and resources :-)

Before we proceed with deploying the automation process, there are a few things we would need to change and/or add to Engagement Studio. This is based on our initial research into and time with Engagement Studio but perhaps you may notice more in your experience!

Custom Triggers in Engagement Studio. We have customer journey metrics in our own system and also in Salesforce. These are being updated in Salesforce twice weekly from our system so that we can analyse our customers' engagement using Salesforce reports. These are what we really need functioning as triggers within the automation process, for example, if a user's progress is less than 20%, they will get email X. After 30 days, if they are behind schedule, they will get email Y and etc. Is this possible? Perhaps it can be done using Process Automation or Workflow Rules to manipulate Engagement Studio? The triggers available at the moment in Pardot are all to do with engagement with the emails themselves. Although engaging with the emails is great, we need the trigger to be activated by activity within our platform itself, so we need the list below to include those eg. "User Gets Certified in Their Chosen Programme".
​2. Custom Prospect Fields within the map itself. The Custom Prospect Fields currently allow us to use rules like "Training Progress is greater than *insert value here*. We would need this to be able to compare it to another field. eg. "Training Progress is less than Suggested Progress." as well as having the open text field as below.

​3. Our users' set up on the platform to be a trigger for them to jump in to the campaign members' list for the correct Customer Journey process for them.
MiglenaMiglena (Salesforce.com) 
Hello Kelley,

May I suggest joining the Pardot Marketing Automation group and posting this question there as someone might be able to help and provide more details: https://success.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001qUiCAI
Thank you!