Updates After Opportunity Close

Feature

On occasion, customers ask why Full Circle might update a closed opportunity.

This question tends to arise in cases where the customer has a validation rule in place to prevent updates to closed opportunities. In that case, the following error message may appear in our events logs:

Severity:Error Diagnostic info: Unable to update archived response on responses: 00vresponseid (FIELD_CUSTOM_VALIDATION_EXCEPTION - user defined error message here"

What are the benefits of this feature?

Funnel Metrics maintains a relationship between an opportunity and the response on which funnels are being tracked. The response ID is stored in the opportunity's FCRM__FCR_Response_ID__c field, and the opportunity ID is stored in the CampaignMember's FCRM__FCR_Opportunity__c field. This relationship is maintained even after the opportunity is closed.

One of the limitations of the Saleforce platform is that if a merge occurs between two contacts, or between a lead and a contact where both reference the same campaign, then one of the Campaign Members will be destroyed without triggering a delete event. It simply vanishes. Obviously, this could present a serious problem: When a Campaign Member tracking the funnel is destroyed, that funnel data is lost. If a Campaign Member tied to an opportunity is destroyed, the opportunity will reference a Campaign Member that no longer exists. To prevent problematic data loss, Funnel Metrics keeps a serialized copy of the opportunity's related response in the field FCRM__FCR_Admin_CMArchive. Should the application detect that an opportunity's response was destroyed during a merge, it can recreate that response from this archive.

To ensure that the Campaign Member stays up-to-date in the archive, the archived copy it is updated any time the Campaign Member itself is updated. This is the main scenario in which it is possible for Funnel Metrics to update a closed opportunity.

It is also possible that the application will update a closed opportunity if an API request is made to recalculate the first and last touch campaigns; however, this is very uncommon.

Recommendation

Any validation rules on the opportunity should monitor the FCR_Admin_Update_Counter__c field and bypass validation if the field is incrementing to ensure that Funnel Metrics is able to perform these field updates.

Failure to update the Admin_CMArchive field is a benign error. The worst case is that if a response recovery is required, it will contain funnel data from the time of the opportunity close and will not reflect any changes since the last successful update.