Resolve audience population issues in ÃÛ¶¹ÊÓƵ Journey Optimizer
You encounter missing components and resources, impacting permissions, and provisioning. To resolve these issues, verify entitlements, ensure correct provisioning, adjust permissions, escalate cases if needed, and coordinate with ÃÛ¶¹ÊÓƵ teams for a comprehensive resolution.
Description description
Environment
- Product: ÃÛ¶¹ÊÓƵ Experience Platform
- Module: Journey Optimizer
Issue/Symptoms
- An audience created with specific criteria failed to update its population after a journey executed an Update Profile action.
- Profiles that had their fields updated during the journey were still included in the audience, despite meeting exclusion criteria.
- The audience population remained static, preventing accurate segmentation and delaying the publishing of critical journeys. Example: The expected audience population was 0, but it remained at 59.8k profiles.
- The root cause was traced to the improper configuration of datasets for the Update Profile activity.
Resolution resolution
- Use a dedicated dataset for updates. To do this, always configure journeys with Update Profile  actions to use a dedicated dataset specifically designed to store updates. Avoid using shared or general-purpose datasets as they can lead to overwriting or inconsistent updates. For steps, refer to Using the Profile Update in the Journey Optimizer Guide.
- To enable profile compatibility, ensure that the dedicated dataset is profile-enabled and uses the same identity namespace as defined by the journey’s triggering action. This alignment ensures updates are correctly applied and reflected in audiences.
- Before applying changes in production, test them in a staging or developer sandbox environment. Validate that updates are correctly applied and audiences reflect expected outcomes.
- Verify that daily segmentation processes capture profile updates accurately after journeys are executed. Check logs for successful segmentation runs and confirm updated profile counts. For steps to check specific profiles and whether or not profile updates have been completed as expected, refer to View profile details in the Real-Time Customer Profile UI guide.
By following these steps, you can ensure accurate audience evaluation and prevent delays caused by incorrect population counts.
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