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 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.
Click Save and return to main.
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.