Response Management Configuration
Navigate to the configuration console: Setup | App Setup | Installed Packages.
Once you see the list of installed packages in your org, locate Full Circle Insights Response Management and click on Configure to reach the administration console.
Application Enabled – Check this box to enable Full Circle Insights Response Management. The application is enabled at the end of the deployment sequence. Disabling this setting without first completing uninstall steps will cause disruption for users.
Enable Debug Logging – Select this setting if Full Circle Insights requests you to do so. This feature is used to troubleshoot if there are issues with the application's performance.
Restrict Opportunity Creation – Select this setting if you want to force active users to create opportunities from the lead conversion page or contacts related list. By default, an error page displays if users attempt to create an opportunity without an active response yet the error page can be displayed as a browser alert if you have selected Use Gating Alerts. This setting is ignored when you have selected Global Passive Mode.
Use Gating Alerts – Select this setting to display browser pop ups instead of errors when a user in active mode attempts an operation that requires an active response. For example, a sales person attempting to create an opportunity from a contact with an inactive status and no active campaign member response would get an error or popup. To resolve this, the user could associate a campaign from the Response Prompt selector. This setting is ignored when you have selected Global Passive Mode.
Do Not Create Opportunity on Lead Conversion – Select if you want Response Management to automatically select the “Do not create a new opportunity upon conversion” checkbox by default.
Opportunity Naming Convention – Select this setting to automatically set the name of a new opportunity to begin with the account name followed by a dash. This helps sales reps create standardized opportunity names.
Opportunity Creation Query String – if Restrict Opportunity Creation is selected, enter a string of API names you want used as an opportunity naming convention. You can use contact and opportunity fields in this format: 00N1a000001BZm6=FCR_Status__c. In this example, the code that begins with “00N” is the ID of a field on the opportunity object, which gets populated with the value in the FCR_Status__c field when the user clicks New Opportunity.
Organization Mode Configuration
Active mode requires an active response in order for users to work a lead/contact. From the marketing data perspective, an active response must be score qualified and have a responded campaign member status.
Alternatively, passive mode does not require an active response in order for users to work a lead/contact. In passive mode, the data that results is not as complete or accurate as in active mode so we always recommend active mode if possible. However, we also understand that not every sales and marketing team work together. It is possible to start in passive mode and convert to active mode later when the customer sees the benefits of Response Management.
Organizations can also choose to run in hybrid mode – where only certain profiles or users are enforced as active users and the rest of the users in the organization are in passive mode. You can also configure certain lead or contact record types to be passive record types, and in this way you can exclude business processes from the active mode, while not managing specific profile and user settings. Note that for record types there is also a non-response record type that will exclude leads or contacts from being processed at all by the Response Management application.
In Salesforce, when creating opportunities through lead conversion, the default behavior of the application creates an opportunity name using the format “Acme Corp.- …”. With Response Management we can standardize the default behavior when creating opportunities from the contact record. You can decide to enable Response Management to mimic this behavior below.
It is possible for orgs operating in hybrid or passive mode to benefit from Reactivation. Reactivation generates active response in order to track an engagement funnel. You can define criteria by which the application can
search back for a previous response to make the active response
search back and turn a non-response into an active response
insert a default campaign response
These settings define how users will interact with the system. If the Global Passive checkbox is selected all users run in a passive context which means there is no enforcement of process requiring a lead/contact to have a related campaign member to track the funnel during status updates or for opportunity creation. If the Global Passive checkbox is unchecked you can define the organization-wide default mode (Active or Passive) and override specific profiles or users to run in the opposite mode. For example if the organization-wide mode is Passive you can define profiles to run in Active mode, and vice-versa. If you want to have any users to be active do not select the Global Passive Checkbox.
Global Passive Mode – setting this checkbox will allow all users in your salesforce org to run in a passive context.
Org-Wide Default for Undefined Profiles and Users – If you make a selection for certain profiles to run in a passive context, use this setting to designate a default setting for the rest of the profiles without having to select each one individually.
Profile And User Overrides – this allows you to select specific users or profiles and click Add Override if you want them to be exempt from the Global Passive Mode selection. This setting is ignored when you have selected Global Passive Mode.
Asynchronous Profiles & Users
These are the users or profiles set as your Full Circle Admin User to be listed in audit trails as the running user for asynchronous operations. Select “User” or “Profile,” click the lookup icon to choose a specific user or profile, and click Add Async User or Profile to add to the list above. Select the Allow Async checkbox for any user or profile listed to enable them as the running user for asynchronous operations performed by Response Management. Alternatively, click Remove user/profile to delete the user from the list and prevent them from performing asynchronous operations. Force.com asynchronous processing is a method for executing tasks “in the background” without the user having to wait for the task to finish. Response Management processes records/data in batches in order to complete certain processes. We need to configure a user to assign to this feature. Ideally this is a profile that can view and update all leads, contacts/accounts/opportunities/campaigns/campaign members and full circle custom objects
RM comes with built in features that diagnose performance and data issues. The message here indicates whether there are issues. Normally you will simply see the message "Ok".
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An individual may participate in a campaign more than once, for example fill out a demo request form in Fiscal Quarter 1, then fill out a demo request form again in Fiscal Quarter 4. In Salesforce native, a lead or contact can only be a member of a campaign once and the data on the member is overwritten so you lose visibility on multiple interactions with the same campaign over time. Instead of updating the data on the original campaign member, Response Management will generate a repeat with the new data. This way you can see and report on multiple historical engagements with the same campaign over time.
A repeat response happens when Response Management evaluates a new response from a contact or lead that is already a member of a campaign with a responded status. You can configure Response Management to handle repeat responses using the settings in this section.
To navigate to the settings click Your Name | Setup | Installed Packages and Configure next to Full Circle Insights Response Management.
Click Response Processing.
Auto Cascade Levels – Enter the maximum number of repeats allowed for any campaign. Setting this to 25 is recommended.
Net New Lead Timeout – Enter a number in minutes after a new lead or contact is created that a campaign response will receive credit for generating a new name. For example. If a lead is created and 20 minutes later a contact us form response is inserted, likely the contact us form was responsible for generating the name. However if a lead is created and a day later a contact us form response is inserted, likely the contact us form was not responsible for generating the the new name since there was such a long time period between lead create and campaign response.
Passing Opportunities – Select if you want opportunity stage values to determine funnel field values. “Opportunity Stage Mappings” display for you to select a funnel stage for each opportunity stage value.
- Select the appropriate radio button for the funnel stage displayed for each opportunity stage value listed in each row. A funnel stage can be mapped to more than one opportunity Stage.
- Select the “None” column for any opportunity stage value that you want excluded from your funnel.
Response Recovery Campaign – Select a campaign to store all lost data due to merging records. This campaign must have Bypass Nurture Timeout, Repeat Responses Allowed, and Repeat Response Timeout Segment set to 2 minutes.
Response Prompts – Select if you want to allow the response prompt UI to create additional active contact responses even if one or more active responses are already associated with an opportunity. The Visualforce page is added to the page layout during deployment if they choose to operate in Active Mode.
Standard Campaign Association – Select if you want to create additional active contact responses even if one or more active responses are already associated with an opportunity.
Default Timeout – Enter a whole number that represents the number of minutes you want Response Management to wait before generating a repeat. For example, if you set this to 3 minutes, a response made a minute after the first response will be ignored as it could be a double click by mistake. Any responses to a campaign from the same person after three minutes will be tracked as a repeat response.
Campaign Segment Timeouts – If you want to apply different timeout periods to different campaigns or campaign types, enter the picklist values for the Repeat Response Timeout Segments field to display on this configuration page and enter the timeout period for each individual picklist value. If you change the picklist values, adjust related minutes here. These settings override the Default Timeout setting above.
Repeat Response User - Select the marketing automation tool’s user in the “Repeat Response Users” section by clicking the lookup icon, selecting the user, and clicking Add User. Response Management counts responses created by this user as repeat responses. This is used for marketing automation tools like Marketo that create repeats for high value forms like Contact Us.
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Once the above settings are selected, in the salesforce UI when creating or editing campaigns, navigate to the RM fields and make the following selections where relevant:
Select the Repeat Responses Allowed field on a campaign to allow repeat responses.
Enter a value in the Repeat Response Timeout Segments field on a campaign if you want to override the Campaign Segment Timeouts setting for that particular campaign. Adding these fields to the page layout and setting FLS is part of the implementation.
Lead & Contact Status Values
Salesforce has always allowed you to track progress through a Lead lifecycle using the standard Lead Status field. Response Management adds a custom Contact Status field to track progress from Lead through conversion to Contact. Lead and Contact Status values are synchronized with a field on the Campaign Member object called “Response Status”. Each Lead/Contact Status value is configured as Active or Inactive in this Response Management configuration section. Active responses are used to measure and monitor funnel velocity, conversion and volume.
To establish a funnel, first Lead and Contact Status values are defined. These are also designated as Inactive or Active. Here is an example from Spiral, Inc.'s org.
This mapping is visible in the UI on the Campaign Member field Response Status. Here is how it looks in Spiral's org:
As a result of the mapping and the synchronization between the lead/contact and the campaign member, these statuses are progressed as the user manipulates the standard Lead Status and either customer or Full Circle package field, Contact Status. You will note that there are some statuses that do not map to the lead/contact status as these are set by the application upon certain conditions. These are the most frequent ones plus the related conditions. Some orgs have additional custom values; you can check your project documentation to see what was set up for you.
- Qualified - New Opportunity: this label can vary by org, sometimes it is labeled "Active Opportunity" or "Active Opportunity - System Use". This value is set when an opportunity is created from the related contact. When the opportunity is closed, the value will be set to the default "not engaged" status to indicate that there is no active engagement in progress.
- Resolved - Already Engaged: this label is applied when there is already an active response related to a different campaign. Th sales user will not be notified to engage on this response because they are already working with the prospect/customer in relation to an earlier campaign member response.
- Resolved - No Action Required: this applies when the related lead/contact did not meet threshold for engagement either because the score was not high enough or nurture timeout applies.
- Resolved - Opportunity Lost: the opportunity created from the related contact was set to closed/lost.
- Resolved - Opportunity Won: the opportunity created from the related contact was set to close/won.
Lead/Contact Default Status
You can specify the appropriate status you want applied by default for leads or contacts upon record creation, campaign member response applied, opportunity won, or lost.
You can override the default status of a contact when converted without an opportunity based on the lead status selected during conversion. The lead status must be configured as converted in the Lead Status Picklist.
When "--- Use Default --" is selected - the contact will be set to the value configured for "Contact status when converted with no Opportunity" (default above) or overrides by record type (below).
Active Status Overrides
Inactive Status Overrides
This configuration applies to status values configured as inactive (Active checkbox is NOT selected) in the status mapping section of this configuration page. The ‘Overwrite on Merge’ checkbox, if selected, will overwrite the contact status when a lead is merged into an existing contact, if the contact has an inactive status. This selection is not available when using the default contact status on conversion without opportunity.
In configuring this section be sure to consider any required picklist values after conversion and how they will affect the user if not populated.
Status Mapping Overrides
Status mapping overrides allows you to override the default status mapping values based on record type.
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If a user dispositions a lead/contact to nurture or disqualified for a specific reason, you may want to keep the lead/contact from becoming active again. For example a lead that is disqualified with the status reason of ‘competitor’ you might never want to re-qualify. Alternatively if a lead is set to nurture with the status reason ‘no budget right now’ you might not want the lead to re-qualify until several months have passed, representing a reasonable time for budget to change. We can accomplish this by setting a date field on the lead or contact called Nurture Timeout based on status reason that specifies the time period during which a lead or contact cannot re-qualify.
- Example 1: Status Reason: ‘Competitor’ sets the nurture timeout date to Today + five years
- Example 2: Status Reason: ‘No budget right now’ sets the nurture timeout date to Today + three months
A lead or contact is not eligible to re-qualify until after the Nurture Timeout Date has passed. Re-qualification would take place if an individual performs an action that would trigger an MQL.
There is a field on the Campaign labeled Bypass Nurture Timeout, that if checked allows re-qualification of a lead or contact within the nurture timeout if they have responded to said campaign. Typically this is a high value campaign such as a contact us form or demo request.
It is important to understand this functionality in the context of status mappings. The functionality supporting this is supported with workflow. Here is an example of the Set Nurture Timeout workflow in the Spiral org.
The field update appears below:
To view the lead/contact nurture timeout rules that were set up in your org, navigate to the salesforce admin console and navigate to the workflow configuration area.