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Response Prompt Campaigns

Background

Response Management has special treatment for campaigns called 'Response Prompt' campaigns, including:

  • They are always considered qualified, so any scores on leads are not considered relevant
  • Bypass the Nurture Timeout date if one is defined
  • The creation of repeat campaign members is allowed even if the user is not a defined Repeat Response user
  • Response Prompt campaigns are available for reactivation from the Response Prompt Reactivation scenario

Benefits

The Response Prompt drop down allows sales reps to quickly select a campaign and qualify a lead or contact. Campaign display is easy to manage and reps do not have to search through the default campaign selection popup. The drop down can display more user friendly language, rather than more complex campaign names, making selection quicker and more intuitive. Reps have easy visibility on the most recent response as well as the one that is tracking the current engagement.

These campaigns provide a mechanism to qualify leads and contacts independently of the related record's score.

With the Response Prompt, reps can insert a repeat campaign if appropriate.

When to Use

Organizations running in active mode should use the Response Prompts on the Lead and Contact page layouts.

How to Configure

Adding the Response Prompt to the UI

The Response Prompt is made available to users in a Salesforce org in one of two ways:

  1. Adding Response Prompt Visualforce page to Lead/Contact page layouts
  2. Adding Response Prompt Lighting Component to Lead/Contact lightning record pages

NOTE: The Visualforce Response prompt is compatible with Lighting experience, but the Response Prompt Lightning Component cannot be used in Classic.

Page Layouts

From Leads or Contacts pages, the Response Prompt is displayed within an embedded Visualforce page called Response Selector (Objectname). 

Lead/Contact page layout view in the Edit Layout mode

Lead/Contact page layout view

In the view above you will see the campaign member listed as the Active Response - this is the campaign member tracking the active funnel.

There is an optional Recommended Follow Up field that will display if the campaign 'Sales Information' field is populated.

You can select a configured Response Prompt campaign, and also see the most recent response below it.

In the drop down below you will see the available configured Response Prompt campaigns for that user.

The display selection will depend on the following:

  • If the configured filter condition allows the user to see the campaign
  • If a member can be inserted
    • For example, if the lead already has a member from that campaign, and a repeat is not possible to insert, the campaign choice will no longer be visible.

The text displayed in front of the Response Prompt drop down changes depending on whether or not there is an active response:

Without an active response:

With an active response:

Selecting an Additional Sales Campaign and clicking Go will insert a campaign member response.

Lightning Record Pages

Response Management ships with a Response Prompt Lightning Component that you can place on Lead and Contact Lightning Record Pages. If you plan on using the Lightning Component and all users in your org are using the Lightning Experience, it's recommended that you remove the Visualforce version from the Lead/Contact page layouts.

Prerequisite: Lightning Components require My Domain, and Domain Deployed to Users. For more information go to Salesforce Setup | Domain Management | My Domain.

Edit Contact (or Lead) Lightning Record Page(s)

Lightning Experience

  1. From Setup, go to Object Manager, enter the object name (Lead or Contact, in this case) in the Quick Find box.
  2. Click the Contact (or Lead) object.
  3. Select Lightning Record Pages.
  4. Edit each page by dragging and dropping the component named FCRResponseSelector in the right column at the top.
  5. Save the page

Lead/Contact lightning record page in edit mode:

responseprompt-contactlightningpage.png

 

Lead/Contact lightning record page in view mode:

responseprompt-contactview.png

Configuring Response Prompt Campaigns

Response Prompt Campaign Fields

Prior to configuring campaign fields as Response Prompt campaigns, the following should be set within the campaign page layout display:

Campaign (name)Edit | Campaign Response Configuration section | Click Bypass Nurture Timeout

Clicking this checkbox is 'Required.' 

Campaign (name) |Edit | Campaign Response Configuration section | Repeat Responses Allowed

Enable this field if you want a selection of this campaign to insert a repeat member if there is one already.

Campaign (name) | Advanced SetupMember Status Values | Default status should be configured as Responded.

While this is not 'Required' it is strongly recommended.

 

Response Prompt Configuration Pages

To configure Response Prompt campaigns, navigate to Main Configuration page | Response Prompts button.  

You will configure settings in both the Response Prompt Display section and the Response Prompt Mappings section of the Response UI Prompt Campaign Configuration page.

Response Prompt Display section:

  • The checkbox below is selected for most organizations. It disables the ability for a rep to select from the Response Prompt dropdown if there is already an active response.

Response Prompt UI Configuration page

    → → → →

Lead/Contact page

Response Prompt Mappings section:

To add a Campaign, specify the Prompt (this is the value displayed in the Response Prompt drop down) | select Campaign | click Add Prompt button.

 

A campaign can be listed more than once, but a prompt must be unique.

Response Prompt visibility is managed by setting the Filter conditions. When No Filter is set, all users can see all available selections.

The Taxonomy Label is used if you need to localize specific prompts. Adding a Taxonomy Label creates a custom label that you can then localize with the Translation Workbench.

The Trigger Reactivation checkbox, when selected, activates a specific Response Prompt to trigger the Response Prompt Reactivation scenario, if it's enabled.

Extensibility Model

Response Prompt Campaigns have the following attributes that you may need to use when inserting campaign members in other ways:

  • They are always considered qualified, so any scores on leads are not considered relevant
  • Allow the creation of repeat campaign members even if the user is not a defined Repeat Response User.
  • Response prompt campaigns are available for reactivation from the Response Prompt Reactivation scenario.

You can insert a campaign member and treat it as a Response Prompt Campaign in the following ways:

Asynchronous Command Support

The CreateAssociation Command has parameters called 'treatasrp' & 'treatasrptr'

When this parameter is added, the campaign member is inserted as if it was a Response Prompt campaign, so it will be qualified and repeats may be inserted. The parameter 'treatasrptr' will also trigger the Response Prompt Reactivation scenario if it's enabled.

FCR_SupportAPI Class

The function TreatNextCampaignAssociationsAsResponsePrompts allows Apex to insert a campaign member as if it is a Response Prompt campaign.

Global Response Selector Component SDK

The Response Prompt Visualforce page can be displayed with custom code on different pages - such as a custom lead conversion page. 

 

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