This document highlights new features and functionality that are part of the 1.17.x release of the Full Circle Response Management Application.
This release reflects an upgrade in the code-base to API 31.0 and minor updates. This release also provides support for the new Sales and Service Console interface as well as providing a work-around for organizations still using the old Agent Console.
Release 1.17.3 represents a significant update in how the application processes ‘undone’ responses.
To determine what version of the application you are running go to Setup > Installed Packages , and review the version number by Full Circle Response Management.
Previous to the 1.17.3 organizations had to carefully monitor conditions where a response gets undone. This commonly happened from a campaign member status progression from a response to a non-response (for example from ‘Responded’ back to ‘Sent’). So while the Response Date and Response Status were populated on the campaign member, the configuration of the Member Status was not a Response (as indicated by the advanced setting member status label).
In the image below you can see how the advanced Campaign member status configuration defines what a ‘Responded’ status is, irrespective of the Status Label.
A member status configured as a ‘Response’ is required to trigger processing of responses. Previous to 1.17.3 the Responded checkbox would have to persist post-processing to continue tracking responses through the Funnel. However customers would, on occasion, have member status progressions, which would ‘Undo’ responses.
This was problematic for several reasons:
- Undone responses would not be treated as responses and would not count as influential in campaign influence calculations.
- Undone responses would not be treated as active responses (if they were undone while active) and would prompt users to add a new active response to convert leads or generate opportunities.
- Undone responses could be reprocessed if the member status was changed back to a response. This would overwrite historic information including clearing opportunity relationships.
Undone responses had to be monitored carefully and fixed using the Admin Response Control field with code #1. Customers needed to review marketing automation processes causing this condition.
To monitor this situation customers had a check report component with embedded instructions.
To the Right is an example of a check report component with undone responses and the instructions on how to fix these responses.
‘Responses that were reset to 'Sent' or a Response that were reset to 'Sent' or a non-response after initial response. IMPORTANT – during update the Response Admin Control field to 1 – this will prevent the response from clearing any related opportunities.’
Release 1.17.3 has changed the way the application addresses undone responses by eliminating the requirement that the member have a status configured as ‘Responded’ after initial processing has taken place. The application will now consider a campaign member a response if the Response Date field is populated.
For administrators this means a couple of things
- You no longer have to worry about Undone Responses with the urgency you had before. Reps will still be able to convert leads and create opportunities.
- Changing the member status to on an undone response to a responded value will no longer cause the response to be reprocessed.
- This means you don’t have to worry about data loss from reprocessing.
- This will impact repeat response processing for undone responses, so campaigns that you want to allow repeat responses for should not have these types of member status progressions.
- Fixing ‘undone responses’ is as simple as changing the member status back to what you want it to be. You no longer have to use the Admin Response Control with code #1 to do so.
Response: Any response where the Response Date is set (FCRM__FCR_Response_Date__c)
Undone Response: Campaign Member that no longer has a responded status (i.e. HasResponded = False) but has FCRM__FCR_Response_Date__c set.
Legacy Response: Campaign Member that has a responded status (HasResponded = True) but does not have a response date (FCR_Response_Date__c = null). This scenario was originally supported for specific situations (first/last touch, influence) where we had a concept of legacy response. This revision eliminates the concept of legacy response going forward. This means that all responses must have a Response Date populated to be considered a response in the application.
This release redefines a Response as a Campaign Member with the FCR_Response_Date__c field in all cases throughout the Response Management application.
Change of lead or contact to non-response record type does not clear FCR_Response_Date field. This maintains consistency with previous behavior.
Population of the Opportunity First touch Campaign field will no longer evaluate responses unless the Campaign member Response Date is populated.
Updates of undone responses to a member status that is configured as a response will not cause the application to reprocess the response, but it may be subject to generating a repeat response.
- Lead conversion - Should now include undone responses in all processing
- Opportunity creation - first/last touch calculation. Will no longer include legacy responses. Should now include undone responses in first/last touch and association
- First/last touch - Will no longer include legacy responses. Should now include undone responses in first/last touch and association
- Opportunity influence - Will calculate influence on undone responses. Will no longer calculate influence on legacy responses.
- Repeat response creation - Undone responses are now considered responses with regards to creation of cascades (i.e. an existing undone response will be considered an existing response). Repeat responses can be created for any update to the member by the marketing automation user including a member status update from an undone status to another undone status.
- Delete campaign - Legacy responses will be ignored. When you delete a campaign we deactivate active responses (shut down the related lead/contact status) Undone responses will be included for this.
- Response database rebuild - Will now include undone responses.
- Response prompt - logic that reopens an existing non-response is based on the response date instead of Campaign Member status.
- Undone response member status update to a ‘responded’ member status – Will not reprocess the response
Enhancements have been made for companies using the new Sales or Service Console to ensure page refreshes are possible when a campaign is selected from the Select Sales Campaign drop down. When users select a Campaign from the lead or contact layout displayed in the console, the page layout will now refresh to display the new lead/contact status.
The Agent Console is no longer available to new Salesforce customers, but older organizations have access to this interface. The Agent Console does not support page refreshes from Visualforce components, so when a user selects a sales campaign from the response prompt, they will not be able to see the update of the lead/contact status.
Salesforce documentation reference: https://help.salesforce.com/HTViewHelpDoc?id=console_setup.htm&language=en_US
In order to support those customers that wish to use the Agent Console we have changed the display on by the Response Prompt after selection to indicate that the page should be refreshed. The words ‘ Please refresh the record’ will be displayed.
There is limited browser support for this behavior change with the best support available in Chrome and Firefox.
Select Campaign and click Go
The words ‘Please refresh the record’ will appear to the right of the response prompt.
There are two options for page refreshes of the lead/contact status after a campaign is added from the Response Prompt drop down:
This solution provides a prompt to the user to refresh their page view. A page refresh can be done in a couple of ways:
- Clicking on the record referenced in the Recent Items List
- Clicking on the record referenced in the top list view link
Instead of having the response prompt dropdown on the console page layout, it is possible to create a custom picklist that will be able to refresh the page layout after selection.
This picklist will behave like the response prompt picklist with the exception that it will not be able to dynamically display values depending on whether or not an additional response can be associated.
For information on how to configure this picklist please contact email@example.com.
Account skew occurs when a very large number of contacts are associated with a single account. Salesforce best practices discourages use of skewed accounts in general, as it can severely impact performance and lead to an excessive number of lock errors.
This update modifies the processing of campaign influence using account influence models by detecting account skew and breaking up influence calculations on those accounts into smaller units to avoid exceeding limits.
By default, the system is configured to detect over 5000 responses on an account as a skewed account, however this value can be modified in the Campaign Attribution configuration page in the setting Max # of Responses On Account.
The system will attempt to break up the influence operations in a batch to reduce the number of responses to this number or less. If it is unable to do so, it will skip processing of that account and record the fact in the diagnostic event log.
If you see these messages, you can try increasing this setting in order to include the account. If you see limit errors while processing campaign influence, you can reduce this setting.
The following updates were made to the Response Management infrastructure:
- Application update to API 31.0
- Async system recovery when an inactive user is scheduled
- Address potential null reference exceptions on FCR_OpportunityDeleteSequence
- Resolve duplicate field error on admin response control swap/clear field sets
- Fix FCR_MainDispatch.AsyncSequenceHandler to return true if any async task is processed
- Add filter to FCR_CM_ScoreSequence to filter out possible corrupt CampaignMember objects in Pending-Scoring state
- FCT_TestDealExplorer test size reduced to 20
- Correctly handle initialization of integer fields for tests
- Fixed scheduled async system bug that allowed scheduled operations to occur before the specified time
This release does not include any new fields or permissions and can be upgraded without additional steps.
Pre-installation we recommend you do a quick review of any OLD responses where the member status is configured as a Response but there is no Response Date. This update would be to ensure that First Touch Campaign is set properly for any newly generated opportunities. You may want to set the Response Date on these members to ensure they are considered responses in the system. Depending on your member status usage you may choose to use the FirstAssociatedDate (API: CreatedDate) of the member instead of the FirstRespondedDate.
For the check report component for undone responses on your check report dashboard change the text below the component to:
This is a component for visibility only and does not imply a process issue. Updates of these members to a member status considered a ‘Response’ will not reprocess or generated repeat responses.
You may wish to move this component to a different column under Business Process Monitoring.
If you need assistance from Support, please file a Case in the Full Circle Community Portal. You can login at https://fullcircle.force.com/success/login using your Salesforce credentials.