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Full Circle Insights

Release Notes 1.16

Overview

This document highlights new features and functionality that are part of the 1.16.x release of the Full Circle Response Management Application.  This release introduces new functionality to help the administrator manage response to opportunity associations and swapping, as well as improving data quality in the following areas:

  • More data completeness on the First Owner Assigned and First Owner Worked campaign member fields.
  • Data adjustments for Opportunities previously closed and later updated.

 

Response Status and Field Updates to Opportunities

Previous to this release, once an opportunity was closed, the related response was no longer updated. In cases where a previously closed opportunity was re-opened, or switched from Closed/Won to Closed/Lost or vice versa, the change was not reflected on the related response.

 

This release improves data quality by tracking reflecting these changes on the related response.

 

Event

Field Updates

Closed Opportunity Re-Opened (Closed/Lost or Closed/Won)

Campaign Member Response Status Updated to the defined status for a new opportunity

 

Campaign Member ‘SQR Won’ checkbox unchecked (API name: FCRM__FCR_SQR_Won__c)

 

Campaign Member ‘Status Last Set’ field updated to Now (API name: FCRM__FCR_Status_Last_Set__c)

 

Contact Status picklist updated to the value mapped to a new opportunity.

Closed/Lost Opportunity updated to Closed/Won

Campaign Member Response Status updated to ‘Resolved - Opportunity Won’

 

Campaign Member ‘Status Last Set’ field updated to Now (API name: FCRM__FCR_Status_Last_Set__c)

 

Campaign Member ‘SQR Won’ checkbox checked (API name: FCRM__FCR_SQR_Won__c)

 

Closed/Won opportunity updated to Closed/Lost

Campaign Member Response Status updated to ‘Resolved - Opportunity Lost’

 

Campaign Member ‘Status Last Set’ field updated to Now (API name: FCRM__FCR_Status_Last_Set__c)

 

Campaign Member uncheck ‘SQR Won’ checkbox (API name: FCRM__FCR_SQR_Won__c)

 

Extensibility Model Enhancement: Campaign Member Field Sets

In the past, after swapping an opportunity-related response to another response there might have been additional manual adjustments on both campaign members that included copying fields from the old response to the new response, and clearing fields off the old response. This release introduces two field sets that, when present, will do this work for you. The trick is to make sure that the field sets have the defined API names, and if present, the application will manage the updates.


Campaign member field set API Name: Swap_Response_Fields

When used with the Admin Response Control Codes to swap responses, this field set will copy the fields you’ve added to the field set, from the previously opportunity-associated campaign member to the newly opportunity-associated campaign member. You can label this field set whatever you prefer but the API name must be Swap_Response_Fields.

 

Use case: Copy over funnel stages and dates and any other historic information you want to have on the opportunity-related response.

Campaign member field set: API Name: Clear_Original_Response_Fields

When used with the Admin Response Control Codes to swap responses, this field set will clear the fields you’ve added to the field set, from the previously opportunity-associated campaign member. You can label this field set whatever you prefer but the API name must be Clear_Original_Response_Fields.

This update always takes place after the Swap_Response_Fields updates were processed. You do not have to have a Swap_Response_Fields field set to use this one.

 

Use case: after a swap the previously opportunity-associated response has its Response Status field updated to ‘Resolved - Already Engaged’. Use this field set to clear funnel stages and other custom fields you do not wish to persist on this member because they are either not valid, or have been moved to the other campaign member.

Creating Field Sets

Here is the Salesforce Documentation on creating field sets: https://help.salesforce.com/HTViewHelpDoc?id=fields_editing_field_sets.htm&language=en_US

 

More about swapping opportunity-associated responses:

https://fullcirclecrm.box.com/s/j8qd8705eqd29binp50s

Extensibility Model Enhancement: Admin Response Control 256

RCOA_DELETEONREPLACEMENT

At times, when swapping an opportunity-associated response to another response you may wish to delete the previous response. For example, a sales campaign is added when it should have been associated to a marketing campaign that for some reason was not added before sales engagement.

 

Admin response control code 256 causes the original opportunity-related response to be deleted with the following-parameters:

  • New response association is complete including values defined in the Swap_Response_Fields field set if available.
  • Deletion is immediate so it will not accidentally set this response as a First or Last Touch campaign.

 

Remember, this code is additive to the swapping codes, so for example, if you are using code 72 to swap opportunity related responses – you would add 256 to delete the original response. So the campaign member update on the campaign you want to swap to  (the new association) would be as follows:

  • Populated Admin Response control with code 328  (this is 72+256)
  • Populate the Opportunity Name field

 

More about swapping opportunity-associated responses:

https://fullcirclecrm.box.com/s/j8qd8705eqd29binp50s

Extensibility Model Enhancement: CreateAssociation trackconversion

When using the FCCRM Superpower CreateAssociation field to associate campaign members to leads the trackconversion command will follow a converted lead and do the association on the contact.

 

CreateAssociation command syntax (depending on which commands you use, make sure the commands are in the order indicated in the syntax below):

CreateAssociation [respondedstatus] [synctoactivestatus] [treatasrp] [trackconversion] campaignid1,campaignid2,campaignid3….

Extensibility Model Enhancement: Response Association Funnel Date Adjustments

On association with an Admin Response Control code any missing funnel dates will be set to the Opportunity create date. Previous to this release they were set to the date of the response association.

Updates to First Owner Fields

Full Circle has owner fields populated during the course of an engagement. This release introduces a behavior change that will make the data more complete. Please review the conditions for setting these fields.

 

These fields are only set on Responses that are ‘Active’ or with a response status of ‘Resolved - Already Engaged’. An active response references a response, which is a tipping point response, and drives engagement. You will know an active response because the response status will not be one of the following:

  • Resolved – No Action Required
  • Resolved – Non-Response RT
  • Not a Response
  • Legacy

 

 

Campaign Member Field

Set conditions

First Owner Type

Picklist

API Name: FCRM__FCR_First_Owner_Type__c

 

Set once when the response is created

Picklist values: Queue or User

Set with the type of owner.

First Queue Assigned

Text (50)

API Name:

FCRM__FCR_First_Queue_Assigned__c

 

 

Set once when the response is created.

If the first owner is a lead Queue, this field is populated with the Queue name.

 

First Owner Assigned

Lookup (User)

API Name: FCRM__FCR_First_User_Assigned__c

 

Set when the response is created:

If the first owner on a lead or contact is a user set to the owner ID.

 

New in 1.16:

When the response is updated:

For active responses that are still in the lead status that is set for a new active response. If the lead owner is changed from a lead queue to a user, set to the lead owner ID.

 

This update supports use-cases where leads are initially assigned to a queue and will allow population to the rep that takes ownership of the lead to work the record.

 

First Owner Worked

Lookup (User)

API Name: FCRM__FCR_First_Owner_Worked__c

 

Set for active responses only, when the status of a lead is changed from the default open status to any other status, is converted into a contact, set with the owner ID.

 

This is a user lookup field so it’s only set if the lead/contact owner is a user, and will not be set if the owner is a lead Queue.

 

New in 1.16:

If the owner is changed from a lead Queue to a user and the response is still active – the First Owner worked will be set at that time with the owner ID.

 

This update supports use-cases where leads are initially updated while still owned by a lead queue and are changed to an owner afterwards.

 

 

Campaign Influence Updates

Campaign Influence Opportunity Stage Value: ‘Unavailable’

In this release we introduce a new text value for the Campaign Influence Detail Opportunity Stage field. In cases where an opportunity does not have Stage history, this field will be populated with the value ‘Unavailable’. This will be the display, for example, in full sandboxes where stage history may not be available.

Campaign Influence Response Filter

Campaign Influence models now will only reference responses where the member status HasResponded=True. Previous to this release the influence model was also making sure the Response Date was not populated.  

 

Assignment Configuration Update: Response Prompts

A new setting is now available from the Assignment Configuration page that will allow organizations to disable assignment when a response prompt is selected.

 

Assignment is determined based on the current Lead or Contact owner. With this option selected, the selection of a response prompt will not trigger assignments even if the current owner is subject to assignment.

 

To configure this setting, go to Setup > Installed Packages > Configure link by the Full Circle Response Management package > Assignment Button

Minor Updates

  • View update errors button opens a new tab/window if possible
  • Addressed Unhandled Apex exception in batch FCR_ResponseSummaryBatchProcessor. Class.FCRM.FCR_ResponseSummary.HandleBatchExecute: line 638
  • Refactored FCB_DebugClass.RecordDiagnostic to support Database.SaveResult list parameter
  • Response association now requests update of archived CampaignMember
  • Fixed bug where campaignmember first queue assigned could be reset when switching from one queue to another
  • Add lead/contact deletion & conversion detection on CreateAssociation to address INVALID_CROSS_REFERENCE_KEY exceptions
  • Fix possible duplicate RelationID on event query with deal explorer
  • Initialize NotificationHookItem.processingComplete flag to false (extensibility model)
  • Prevent contact status from going inactive on conversion when there is an opportunity active response 

 

Support

 

This release does not include any new fields or permissions and can be upgraded without additional steps unless you wish to take advantage of the new field set features or assignment setting.

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.

 

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