RM577806Dynamics 365 Customer Insights - Journeys: Turbocharge your pipeline to drive growth - Transform customer journeys into action with record creation

This feature gives you a single, flexible way to create downstream records and activities directly inside the journey builder.

Create records or activities from a single tile, including tasks, phone calls, leads, opportunities, or custom entity records.

Use required and optional fields, including custom attributes, to match your exact process requirements.

Add dynamic content to any field, using real‑time attributes from contacts or leads.

Eliminate the need for complex workflows or custom code, making automation more accessible and easier to maintain.

This feature currently works when orchestrating journeys on contacts and leads. It doesn't support Dynamics 365 Customer Insights - Data profiles.

Users can only create records that have a relationship to lead or contact and that they have access to. Records related to event planning aren't supported.

Scenario

A contact clicks a "Request Support" link in an email. The journey automatically creates a case in Dynamics 365 Customer Service, prepopulated with the contact's details, so the service team can act immediately without waiting for a manual escalation.

Business Value:

Businesses need to automate processes across marketing, sales, and service, but they’re stuck with fragmented tools and manual steps. This slows execution, introduces errors, and makes it hard to scale personalized experiences.

You can now create any record or activity directly from a journey with full control over fields and dynamic values. Instead of rigid workflows or manual data entry, you can automate actions for any scenario, including handing off high-value leads and opportunities or creating tasks for prompt follow-up, without leaving the journey builder. This means faster processes, fewer errors, and more flexibility to adapt customer journeys to your unique business needs without custom development.

Enabled for:

Enabled by admins/makers/marketers for end users

More info: https://learn.microsoft.com/en-us/dynamics365/customer-insights/journeys/real-time-marketing-optimize-lead-management

GA date: September CY2026

Preview date: April CY2026