If you're using Salesforce, then every now and again, you probably review and revise the status values you use to track customer engagements and opportunities. This usually means the following three picklist fields are occasionally updated:
- Lead Object: Lead Status
- Contact object: Contact Status (this may be the FC managed package field, or it may be a custom field, so the name will vary)
- Opportunity Object: Stage
Funnel Metrics uses all of these status and stage values in various ways. As a result, when you change them, you'll also probably need to update your Funnel Metrics configuration settings to keep things running smoothly. Please review the following areas of configuration, and file a case with Customer Success if you have any questions about the effects of a planned status change.
We highly recommend making all of the following updates in a sandbox and thoroughly testing before making the changes to a production org:
- Campaign Member Response Status Field
- Response Management Status Mapping Configurations
- Response Management Funnel Configuration
- Response Management Reactivation Configuration
- FCCRM Score Threshold fields on Leads and Contacts
- Workflow Rules and Workflow Field Updates
- Status Reason type fields on Leads and Contacts
- Nurture Timeout Workflow Logic
- Campaign Member Current Stage in Funnel & Current Stage in Funnel Date fields
- Lead and Contact Response formula fields
In addition to the above updates, we suggest carrying out a general audit of other dependencies such as Process Builder, custom code, other field formulas, and marketing automation program updates.
Response Status Field
The Response Status Field is a Funnel Metrics field on the campaign member. It helps track the progress and resolution of each engagement. Every value in the lead and contact status fields’ picklists must be mapped to a Response Status value. They don't all need to be identical. For example, you may add the value "Customer" to your Contact status list, but want to keep the Response status set as "Resolved - Opportunity Won" or "New Customer."
If you're adding a new lead or contact status value that should be updated with a corresponding value on the campaign member response (which is usually necessary), be sure to update the Response Status picklist with the new value. If the lead or contact status value will not have a new corresponding value on the campaign member - if, for example, the new value will map to an already existing value on the campaign member - then you can move on to the Status Mapping section.
If the new lead/contact status value is part of a non-response record type (defined in the Full Circle configuration as excluded from processing by the application), you don't need to update the Campaign Member Response Status field.
Finally, if you are deactivating a lead or contact status value, do not remove it from the Response Status picklist field. This will preserve the value historically.
Status Mapping Configurations
Status mapping configurations come in handy when a status value is added to the lead and/or contact and will need to map to a value in the Response Status picklist.
After making sure the Response Status picklist field is updated, the Response Management status mapping configurations will need to be updated. Here's how:
- Go to your Status Mapping Page by entering Setup >> Installed Packages, then clicking Configure next to the Full Circle Response Management application.
- Click Status Mappings to see your current status mapping configurations. You should see something like this:
- Enter the new value in the input area and click Create. The new value should show as added.
- Select the checkboxes in the Lead and Contact columns to indicate whether the new value will exist on both the lead and the contact, or only one of them.
- Select the checkbox to indicate the status is an Active Status (IF it will be considered an active status):
- A list from the Response Status field will be displayed to choose from. Choose the corresponding value that should appear in the Response Status field:
- Consider whether the new value needs to be included in any of the defaults. For example, if a new business process determines that a contact status of Customer should be set when an opportunity is won, that will require an update to the section of the status mappings that sets the defaults:
When adding/removing/editing status values, please review the conversion overrides to see if changes need to be made there as well. This is where the administrator can override the default status of a contact when converted without an opportunity based on the lead status selected during conversion. (Please note that the lead status must be configured as converted in the Lead Status Picklist). There are conversion overrides for both active and inactive status values:
If a lead/contact status value is being deactivated, it should be removed from the configuration once it's been taken off of the lead/contact picklists. You can do this by clicking the Delete button in the right column of the status mapping table, next to the status that should be removed.
Click Save and Return to Main.
Funnels
When making a status change, please review the funnel configurations. In many orgs, a change of status will indicate movement in the funnel. If a new status will be considered an active status, then it's more likely to affect funnel settings. Likewise, if you're changing an opportunity stage and the funnel tracks post-opportunity-create stages as well, then you'll likely need to update the funnel as well.
Example 1
This funnel contains a stage called SAL (Sales Accepted Lead) that should be set when certain statuses on the lead or contact are reached. When a new working status is added, the funnel stage needs to be updated to include the new status value, which should be included in the list of statuses that prompt the setting of that funnel stage.
Example 2
An org has a post-opportunity funnel stage called SQO, which is set when the opportunity Stage field is set to certain values. The org now wants to add a new opportunity stage called ‘Final Step’ that should also cause the funnel stage SQO to be set. The funnel stage configuration will need to be edited so that either of these opportunity stages will now trigger an update of the funnel stage. In the example below, the Rules Defined section would need to be modified to include the new additional Opportunity Stage of Final Step:
Please file a ticket with the Full Circle Customer Success team to help plan a funnel update.
Reactivation
Within the Reactivation settings, a status change may require updating the reactivation configurations. Depending on whether the new/changed status value is active or inactive, there are two ways this may happen:
Adding an active status value:
If your organization uses Active Status Reactivation within passive mode to insert/activate campaigns when a lead or contact is updated to an active status, then you'll likely need to add the new active status to the list of statuses triggering reactivation. The new active status will need to be configured in the same way as the other active status values.
For example, let's say you want to add a new active status value called "Working" between "Open" and "Qualified." In order for the "Working" status to trigger reactivation, a new section would need to be set up for that, looking something like this:
Adding an inactive status value:
For all types of reactivation scenarios, there is a selection panel (see example below) allowing the system administrator to choose which response status values of non-active responses can be reopened (reactivated). Keeping in mind that the response status values map to lead and contact status values, when adding a new inactive value such as Nurturing, you should likely add this value to the list of status values that can be reactivated. If adding a value such as No Longer at Company, or Competitor, it may not make sense to allow campaign members with those Response Statuses to reactivate.
FCCRM Score Threshold
Most organizations use a field called FCCRM Threshold on the lead and contact to evaluate whether/when that lead or contact becomes qualified. In rare instances, a different field may be used in the scoring configuration. Please check the Scoring page of the Response Management configuration guide for more information on which field is being used to qualify leads and contacts. If you are using a different field, then the following will apply to that field, rather than the Full Circle FCCRM Threshold field:
This field contains a formula that helps Response Management understand when a lead or contact should "open" or become active. This formula generally looks at marketing automation score fields, but it's also able to reference status values. For example, if the status is Disqualified, the formula will reflect that this record should get -100 points and therefore never become open/active. If a new status is added called “Junk” that should have the same -100, this will need to be added to the formula, for example:
/*the value in this field is compared against the configured Full Circle CRM engagement score*/
/*modify this formula as your company's engagement threshold changes*/
IF(ISPICKVAL(Status, "Disqualified"),-100,
IF(ISPICKVAL(Status, "Junk"),-100,
IF(Lead_Score__c > 30, 100, 0)))
Whenever you add, remove, or modify a status value, it's important that you check this formula field on both the lead and contact to see if the field formula will need to be updated.
Workflow Rules and Workflow Field Updates
It's critical to review workflow rules and field updates that use status values to see if the new, deleted, or modified status/stage should be added, removed, edited, etc.
Status Reason field
Many companies use a status reason or similar field to understand why an engagement was ended. Common status reason values include Lost to Competition, No Budget, Not Ready, Contact Left Company, and so on. Funnel Metrics enables you to sync these reasons to a corresponding campaign member field to make reporting easier.
There are several things to check regarding this field. First, if the status reason field itself is being updated, please review the Sync Fields page in the Response Management configurations to see if the field is being synced from lead/contact to campaign member.
If it is being synced, then check the Status Reason field on the campaign member to see if it is a text field or a picklist field. If it’s a picklist, the new value should be added. If a value is being removed, it can remain on the campaign member field picklist for legacy reporting, or it can be deactivated if needed. If the field's data type is "Text," no changes are needed.
If you're adding a new picklist value to the lead/contact status field(s) that has a disposition usage, then you'll need to revisit the field dependency settings. If you want, you can link the new status value to specific status reasons, like this:
Nurture Timeout
If you're using the Nurture Timeout functionality, you may need to include the new status in the Nurture Timeout workflows and field updates.
Please refer to the "Custom Fields-Workflow" tab of your Response Management Implementation document (the Google spreadsheet shared with you during the deployment process) to find the names of your Nurture Timeout workflows, if any, as well as field updates. The workflow rules built during deployment are typically named called Set Nurture Timeout.
Alternatively, you can locate workflows and workflow field updates by searching all workflow field update rules on leads and contacts that set the Nurture timeout field (FCRM__FCR_Nurture_Timeout__c), or by clicking the Where is this used? button.
Current Stage in Funnel, Current Stage in Funnel Date
The Current Stage in Funnel and Current Stage in Funnel Date are campaign member fields used in reports. They are formula fields that only need to be updated when adding a new non-active status to the Campaign Member Response Status Picklist field. Each formula contains a list of all of the inactive status values, so that if the campaign member is inactive, the formula will evaluate to "Not Active in Funnel."
The fields should be edited by adding any new inactive values to the top area of the formula. For example, a typical formula for the Current Stage in Funnel looks like this:
To adjust it for a new inactive value, add the new value on its own line. If you were to add the value “Recycled,” for instance, the new line would read:
ISPICKVAL(FCRM__FCR_Response_Status__c, "Recycled" ),
Added below the line ending in “Legacy”:
The same change needs to be made to the Current Stage in Funnel Date field.
Response: Formula fields on Lead and Contact
When your org runs in active mode, Funnel Metrics uses a field labeled Response on the lead and contact to indicate whether there is an active campaign member associated with the lead/contact. If there is, the graphic will display Has Campaign or Has Response. If there is not, the graphic will display Add Campaign or Add Response. This indicates to the user that they will need to use the response prompt to add a campaign to the lead or contact before the status can be progressed.
Here's what a response with an active campaign looks like:
The formula for the field should look similar to this:
/*VIEW STATIC RESOURCES AND UPDATE LINKS*/
IF (
OR( /*inactive status values*/
ISPICKVAL( FCRM__FCR_Status__c , "Not Engaged"),
ISPICKVAL( FCRM__FCR_Status__c , "Disqualified"),
ISPICKVAL( FCRM__FCR_Status__c , "Nurture")),
IMAGE("/resource/1507680823000/fccrm_Add_Campaign_Image","Add a Campaign",16,180),
IF (ISPICKVAL( FCRM__FCR_Status__c , "Active Opportunity"), /*active opportunity status value */
IMAGE("/resource/1507680824000/fccrm_Additional_Response_Image","Additional Opportunity Requires Response",16,180),IMAGE("/resource/1507680824000/fccrm_Has_Campaign_Image","Has Campaign",16,180)))
This formula evaluates the status to determine what graphic to display. All inactive status values will lead to the Add Campaign/Add Response graphic. Any other status (other than Active Opportunity on a contact) will display Has Campaign/Has Response by default.
When adding or changing inactive status values on the lead or contact, be sure to add them to the top section of this formula. Active status value additions or updates will not require a change to this formula, nor will any status update in an org running in passive mode.
General audit (Process Builder, custom code, other field formulas, marketing automation program updates)
In addition to testing in a sandbox, we recommend that you carry out a general audit of the following areas, which have the potential to affect Funnel Metrics functionality:
- Process Builder Flows
- Custom code
- FIeld formulas
- Workflow Rules/Field updates
- Marketing Automation Program configurations
Comments
0 comments
Please sign in to leave a comment.