After reading this article you will be able to:
- Understand how the Process Builder Reactivation works
- Understand the business value of reactivating campaigns via Process Builder Reactivation
Process Builder Reactivation can be triggered with the Process Builder configuration settings or Apex code. The functionality is flexible and allows you to re-activate responses based on complex criteria.
Process Builder Reactivation supports:
- Leads, Contacts and Tasks criteria
- Reactivation of a recent response
- Insertion of a single default campaign response
- User role defined default campaign responses
In addition to the following Reactivation Configurations:
Process Builder Reactivation generates active responses to ensure funnel tracking based on complex Lead, Contact or Task/Event criteria, reactivating a prior response or inserting a default campaign response when the criteria is met.
Example Use Cases:
- Sales reps primarily work in a Sales Acceleration platform (e.g., Outreach, SalesLoft, Yesware) and add inactive Leads/Contacts to cadences or Leads/Contacts respond to a cadence (thus creating an activity or updating a cadence field on the Lead/Contact in Salesforce). The reactivation scenario in this case would reactivate a recent Campaign or insert a default Sales Campaign.
- Sales reps may not update the Lead/Contact Status when working a Lead/Contact, but will create tasks/events associated with the Lead/Contact. The reactivation scenario in this case would reactivate a recent Campaign or insert a default Sales Campaign.
Example: Your company uses call tracking software which creates activity records when sales reps make calls. A process has been created in Salesforce to generate campaign member records when conditions are met. When triggered, this functionality will search for a recent eligible response and make it the active response, or optionally insert a default response.
How it Works
Process Builder Reactivation Flowchart
A dedicated Process Builder process will call apex and trigger reactivation when the criteria is met for Leads, Contacts or Tasks. When reactivation is triggered, Response Management will search for and activate a prior response or optionally insert a default response if there are no prior responses.
Example Process Builder for Process Builder Reactivation
How to Implement
Part 1: Configuring Reactivation Configuration
1. In the left-hand column search bar search for Installed Packages
2. Click Configure next to 'Full Circle Response Management' package
3. Click Reactivation.
4. Next to 'Process Builder Reactivation' click Edit
5. Select Yes to enable process builder reactivation. Set the number of Days to indicate how far back to look for responses to consider for reactivation. Full Circle recommends looking back no more than 30 days but this number will depend on the business use case which varies from customer to customer.
6. Select the Response Status values that will be considered eligible for reactivation on the left and move them to the right. This should typically include:
- Resolved - Already Engaged
- Resolved - No Action Required
- Any response statuses that indicate a disposition that is eligible to be reactivated
8. Configure the Default Campaign as shown below.
Copy and paste your Default Campaign's record ID and select Responded. *Note that you will need to create your Default Campaign prior to configuring this section.
9. Select the fields that should be set if blank, which should be the MQL and MQL Date fields.
10. Click Save and Close to save your changes.
Part 2: Configuring Process Builder
Create a new Process Builder process for reactivation.
1. Choose the object (Contact, Lead or Task) and specify when to start the process
2. Define the criteria that will trigger reactivation.
3. In IMMEDIATE ACTIONS, click Add Action and select Apex for Action Type. On the next screen, give your Action a name, find/select the Apex Class called 'FCRM__ME_API_ProcessBuilderReactivationStarter'
Add the apex variable by clicking the + Add Row link
Here you are sending the ID of the record you are triggering on to the apex code (reactivation scenario).
The example below it is a contact record, so we send the contact Id. For a lead send the lead Id, for a task include the WhoId. Then Click Save.
Then click Save.
Below is an example for a contact record
For a task use the Who Id. To find the Task Who ID, select Name ID in the UI
It will populate the [Task].WhoId field
4. Click Activate to activate the process. Congratulations, Process Builder Reactivation is now configured and enabled. Remember to always test in a sandbox!