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.
Opportunity Association (BETA)
Opportunity Association is a beta feature. You can ask for more details from your CSM, and provide feedback and suggestions in our Full Circle Insights Success Community.
If your Organization Mode is configured to be in Passive or Hybrid Mode, there are many ways that an Opportunity may be created without requiring a Campaign and Contact Role to be associated with the Opportunity. This impacts marketing performance metrics as Marketing Ops does not have a complete picture as to how campaigns are affecting a subset of Opportunities. On the other hand, there are cultural and process drivers at each company that may make it a challenge to enforce an Active Organization Mode.
Opportunity Association allows organizations in Passive or Hybrid Mode to select an existing Active Response associated with the Primary Contact Role, or add a default Campaign to associate with Opportunities that do not have one assigned to them upon Opportunity creation. This allows Marketing to link more Opportunities with Campaigns, which can increase your visibility into how campaigns from a variety of sources are impacting pipeline and sales.
To use Opportunity Association, you must have at least one Contact Role associated with each of your Opportunities that are not associated with a Campaign. Of the Contact Roles on the Opportunity, one must be the Primary Contact. If you know you have many Opportunities that you want associated with Campaigns, but they do not have at least one Primary Contact in Contact Roles identified, work with your team or consult with your Full Circle Customer Success Manager to identify what custom project options are available for your company's custom needs.
Configuring Opportunity Association
To configure Opportunity Association, click the Configure Opportunity Association button.
- The Opportunity Association page appears. You see a summary of the current settings, and if the feature is enabled or disabled.
- To adjust your settings, click Edit. The Configure Opportunity Association window appears.
- Below is an overview of each field and their descriptions:
- Would you like to enable opportunity association?: Select Yes or No to enable the ability to auto-associate a default Campaign (and related Campaign Member Response) to any of your Opportunities that do not have one associated with it. Toggle this last, after you have updated the other settings, as needed.
- Which opportunities should not be associated?: Be default, Opportunity Association looks for any existing Opportunity with no Campaign and will want to associate it with a default Campaign and Campaign Member Response. Here is where you identify all exceptions to filter out. Use the Field, Operator, and Value fields to describe which Opportunities to opt-out from this feature. Use the Add Filter link to add additional filter criteria.
- Search Timeframe (days): The number of days before the Opportunity's Created Date, that the system should search to look for an associated Active Response from the Primary Contact Role. If an Active Response from the Primary Contact Role was not created within this timeframe, associate the default Campaign to the Opportunity.
- Default Campaign: When Opportunity Association finds an Opportunity and wants to automatically associate it with a default Campaign record, use this record to identify the default Campaign.
- Async Delay: The number of minutes the system should wait after an Opportunity is created, to begin trying to associate the Opportunity with a Campaign Member Response. Consider using a delay to account for data updates that may occur from integrations with other systems. For example, a Primary Contact Role could be added shortly after the Opportunity is created, which could impact the type of association made by Opportunity Association.
- Now that you have configured the settings, toggle the Would you like to enable opportunity association? radio button to Yes. Opportunity Association is now enabled.
- Remember to click the Save and Close button after making any edits. The Opportunity Association page re-appears.
Running a Bulk Association
A bulk association allows historical Opportunities that are already in your system without an Active Response, to get associated. This allows some marketing insights where none may have existed before.
- Now that Opportunity Association is enabled, if you want to run a one-time association of opportunities in bulk, click the Run Bulk Association button. The Bulk Opportunity Association window pops up.
- Date to search from: How far back the system should look, to try to associate Opportunities with Campaign Member Responses. Search is based on the Opportunity Create Date.
- Date to search through: The upper date bound of what the system should search, to try to associate Opportunities with Campaign Member Responses. Search is based on the Opportunity Create Date.
- The bulk association will honor the filter criteria you set in the Configure Opportunity Association edit window. Any Opportunities created within the search range, that already have Campaign Member Responses, will not be re-associated. Click the Run Bulk Matching button to begin the bulk matching process. You return to the Opportunity Association page with a confirmation that the bulk association has successfully started.
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".
Click Save and return to main.