Skip to main content
Full Circle Insights

Release Notes 1.13

Overview

This document highlights new features and functionality that are part of the 1.13 release of the Full Circle CRM Response Management System.

Salesforce1 Support

The Response Information Component has been modified to be compatible with Salesforce 1.

The user experience provided is dependent on the features provided by the Salesforce 1 mobile platform. 

User Experience

The component will be available within the page layouts it is enabled on..

 

 

Clicking on the component will bring up a new window where the user will be able to select the campaign they wish to associate and click the Go button.

 

 

 

After selecting Go the user will be returned to the Lead/Contact page.

 

Due to the current Salesforce 1 feature set, we are unable to refresh the page view after this step so the user will not see the updated Lead/Contact status value. However, when they click the Edit button it will be populated with the correct status value.

Refreshing the page (pulling down on the screen) will display the new status value.

New Configuration Options

Allow Primary Campaign Defaults for Non-Active Response Opportunities

 

Location: Campaign Attribution Configuration, Primary Campaign Attribution Settings

The Response Management System, by default, clears the Opportunity Primary Campaign Source when an Opportunity is created in passive mode without an active response. We do this to provide consistent metrics around the meaning of the primary campaign as the response that drove engagement.

 

When checked, and an opportunity is created in passive mode without an active response, the default primary campaign source is not cleared and is allowed to be set based on the Salesforce default behavior.  This default behavior is to populate the Opportunity Primary Campaign Source field with the last Campaign touch prior to Opportunity creation. This last Campaign touch may not be a response.

 

When checked – opportunities with an active response will still have this field adjusted to the active response primary campaign.

 

We have some customers running in passive mode that are mostly interested in influence and don’t really track the funnel or have active responses. For them this option preserves the existing primary campaign attribution. We do not recommend this option for other use-cases. Having inconsistent population of this field will create inconsistent data. Please talk to our team before enabling this option.

Block Archive Updates

Location: Advanced Configuration, Advanced Response Configuration section.

The Response Management System stores a backup of the response associated to an opportunity in an opportunity field called Admin_CMArchive (FCRM__FCR_Admin_CMArchive__c). This field is designed to allow us to recover this key response if it’s destroyed due to response deletion or a merge operation. Normally we update this field as the response is modified, including updates to influence calculations, sync field updates or new funnel stages attained. With a current backup, we can restore the latest response data. When we update this opportunity field, we also increment the opportunity Admin Update Counter field (FCRM__Admin_Update_Counter__c), which is an easy way to understand Full Circle updates and to bypass Opportunity validation rules or triggers.

 

This setting prevents updates to existing Campaign Member archives on opportunity records. Selecting this option will prevent updates to opportunity objects due to synchronization events (such as contact updates) and will reduce the number of opportunity record updates. However, Campaign Members restored during a merge operation may not have the latest data. The field will still be updated should an opportunity be switched to a different response.

 

We created this option for organizations that have complex code around general opportunity updates and prefer this option ovwe adjusting their code to bypass Full Circle CRM field updates.  Restored responses will not have complete data; they will reflect the data on the response during opportunity association.

Active Mode Conversion Override

Location: Advanced Configuration, Lead Conversion Handling section


 

To convert leads, whether or not an opportunity is created, an active user must have an active response.

 

When enabled, an active user may convert a lead without an active response in cases where they are not creating an opportunity. This feature was created to allow active users to convert leads for other purposes, such as record consolidation or data hygiene, but it has implications on marketing metrics and on the user experience, that you’ll want to consider before enabling this setting.

User Experience

This setting requires that the Lead Convert button override be removed. If the user does try to create an opportunity without an active response they validation behavior will change. The user will now experience a validation rule on the lead conversion page instead of an alert before they reach that page.


In cases where the user is prompted to select a possible matching contact, the user will receive this alert after that second screen selection.

Status Mapping Implications

Consider your status mapping configuration and possible outcomes. Normally we require an active response for lead conversion so that we do not end up with a situation where an active user has an active contact (as indicated by an active status) without a related response. When this happens a couple of things are in limbo:

  • The user cannot create an opportunity off that contact even though it has an active status, because an active response is still required. They will have to select from the response prompt to create an active response. Users must have access to the response prompt UI, or the ability to create campaign association running in that context (see the Extensibility documentation for more information), in order to create an active response in this context.
  • Marketing campaigns will never drive engagement on this contact because the active status on the contact sets the response status as inactive (Resolved - Already Engaged). From this perspective the contact is stuck in marketing attribution limbo. For this reason you may not want to enable this for organizations where there is an active contact status defined for lead conversion without opportunity. Or, if you have that use-case, build some additional logic to auto-shut down responses after a period of time in order to enable marketing to re-open them at a later date. Contact us and we can brainstorm ideas around this.

How do I know if a status is ‘Active’, or if my conversion status without opportunity is ‘Active’?

In the Status Mappings configuration page, in the Status Mapping Table section, the Active checkbox will be selected next to the status listing. In the image below, the status values of ‘Attempting Contact’, ‘Work as Contact - Existing Account’, and ‘Working’ are active status values.

There are a couple of places where you can determine if the contact status is active when converted without opportunities:

 

Conversion Default Status section

In the example below, based on the configuration in the image above,  all leads converted without opportunities will have an active status of ‘Working’.


Conversion Overrides Section

You can set the Conversion Default to inactive, and have an override for cases where a specific conversion status is selected. This is defined in the conversion status overrides section.

 

In the example below, all leads converted without opportunities will be set to an inactive status (Nurture/Marketing) as defined in the Conversion Default Status section:

However, if the user selects a conversion status of ‘Work as Contact - Existing Account’  the contact status will be active (Working):


Implementation Considerations

If all of your conversion status values defined for conversion without an opportunity are not active values, then your marketing data will not be impacted by a contact with an active status without an active response. If some of your conversion values are active values you will want to consider the implications discussed previously.

 

Providing a lead conversion choice during conversion is a possible approach to help split out the contact status outcome after lead conversion. If you provide choices this could help minimize situations where active users have contacts without active responses. The quality of this approach depends on whether or not the Sales Team will pay attention to their choice of status values on conversion. Reporting on leads converted by status may be an interesting metric to help manage adoption.  You can delineate conversion status values such as

  • Qualified – new Opportunity.
  • In Process – Work as Contact.
  • Data Hygiene – Convert to existing Account.

Extensibility Model Modifications

Response Control Handling of Existing Funnel Dates

 

This release has modified the handling of exiting funnel dates when associating a response to an opportunity via the Admin Response Control field. Prior to this release, existing funnel dates were overwritten with the opportunity creation date. With this release, existing funnel dates are not overwritten.

 

Funnel Date fields impacted are only those that are part of the Full CRM managed package (See table below). If you are using custom funnel date fields you will need to modify these independently.

 

Normally you would want to use this functionality to associate responses created before the opportunity creation date. In cases where the response date is after the opportunity create date you may end up with negative velocity values for funnel date progression that will require manual adjustment post association. This is because during association in these cases the response date and any blank funnel dates are adjusted to the opportunity create date, which would be earlier that previously set funnel dates.

 

See the matrix for funnel outcomes based on opportunity create date. In this scenario SQL is populated on opportunity create so would be populated when using the Admin Response Control to create opportunity Association.

 

Full Circle Fields Impacted and API Names

(You may have renamed these field labels in your organization)

Existing Values & Velocity

Opportunity Date

3/9/2104

Response was before opportunity creation

Opportunity Date

1/12/2014

Response was after opportunity creation

Response Date

FCRM__FCR_Response_Date__c

2/2/2014

2/2/2014

1/12/2014

Inquiry/Target Date

FCRM__FCR_Inquiry_Target_Date__c

2/2/2014

2/2/2014

2/2/2014

MQR/QT Date

FCRM__FCR_QR_Date__c

2/2/2014 (0)

2/2/2014 (0)

2/2/2014 (0)

SAR Date

FCRM__FCR_SAR_Date__c

2/15/2014 (13)

2/15/2014 (13)

2/15/2014 (13)

SQR Date

FCRM__FCR_SQR_Date__c

 

3/9/2014 (22)

1/12/2014 (- 34)

Dashboard and Report Updates

For new customers, Full Circle CRM reports and dashboards have filters for the Last Fiscal Quarter and This Fiscal Quarter. Depending on the report type, in some cases the filter is for Response Date and in other cases the filter is for Opportunity Create Date.

Field Adjustments

Campaign Influence Detail Field: Opportunity Timeframe

This is a new field on the Campaign Influence Detail Object. This formula field is used for reporting on influential responses relative to the influenced opportunity creation date. If the response date is less than the Opportunity creation date – the field will display ‘Pre-Opportunity’, if after the Opportunity Creation date/time the field will display ‘Opportunity’.

Keep in mind that a response may influence multiple opportunities, which will result in multiple Campaign Influence Detail records (a record for each opportunity a particular response has influenced).  So for a given ‘response’ with multiple Campaign Influence Detail records, this field might evaluate differently depending on the opportunities it has influenced.

Campaign Influence Detail Field: Campaign (Repeat Parent)

We have changed the label of this field from ‘Cascade Parent’ to ‘Campaign (Repeat Parent) to be consistent with the naming of a similar field on the Campaign Member Object. For organizations using repeat responses, this field allows grouping of all records under the repeat parent campaign in order to easily report by Campaign inclusive of all repeats.

Deal Explorer Updates

  • Removed the Beta label.
  • Fixed bug where Deal Explorer did not display archived tasks.
  • Modified Deal Explorer sort routine to treat task dates as "end of day" instead of "start of day" to avoid seemingly out of order activities on the Deal Explorer profile list.

Minor Updates

Infrastructure Updates

  • FCR_AsyncScheduledMain
    • Added test for max # of concurrent batches before starting async batch processor.
    • Modification to treat deleted, error and complete jobs as already killed.
  • FCR_TestSupport
    • Fix bug in FCR_TestSupport where test closed opportunities were arbitrarily won or lost leading to inconsistent test results depending on OpportunityStage order in query. Now defaults to always lost.
  • Deferred Update Item
    • In cases where we detect the failure of a campaign member creation, we are now capturing the campaignID.

Support

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.

  • Was this article helpful?