Using the FCI Check Reports Dashboard

About the Check Reports Dashboards

How to read and understand the reports and take action to resolve issues based on this dashboard

When Funnel Metrics (or Response Management) is installed in an org, a dashboard called FCI [ Company Name] Check Reports is included in the installation, along with nine underlying reports.

This set of reports and dashboards is required to monitor the ongoing health of an organization's Funnel Metrics installation, and to surface related data integrity issues, or certain process issues that are occurring. The dashboard includes serious indicators of problems as well as less critical but still useful informational reports.

This dashboard should be scheduled for delivery to people (system administrator and/or another designated operations user) who will be responsible for reviewing the reports daily or weekly. The deployment team will schedule the dashboard to be updated and delivered via email, so please verify that it’s kept current and being sent to the correct people. Corrective action is easier before large amounts of data are affected.

Column 1: Data Exceptions - Should all be 0

After opening and refreshing the Check Reports Dashboard, there is a series of reports in the left column with the header "Data Exceptions - Should all be 0"

These reports should all have 0 results. If any of these reports do show a number other than zero, this should be investigated as soon as possible before the issue interferes with the accuracy of the Full Circle Method reporting tools and business process.

Unmapped Response Status

What does it mean:

This report will capture any campaign member responses that were in an active status when the lead or contact status was changed to a value not configured in the RM application status mapping page. These responses will no longer be considered active or sync with the lead or contact.

How to fix it:

This is a three part solution:

1. Find the root cause
2. Update configurations
3. Fix the affected campaign members

Finding the root cause:

There are 3 possible causes of this:

1. A new status value was added to the lead or contact status pick lists but not added to the status mapping. Review lead and contact status values to see if a new value was added.
2. Data was imported or updated from a user upload or marketing automation program with a status not mapped within Salesforce. Requires review of data import files and marketing automation program settings and data.
3. A status was deleted from the status mapping configurations (this is the least likely cause).

Fixing the configuration

In most cases the configuration will need to be updated. (The exception is if it was an importing error - in that case just fix the campaign member data).

• For any new status value that was added to the lead and/or contact, add the new value to the Response Status field picklist on the campaign member.
• Update the Full Circle RM status mapping configuration page with the new status and make sure it’s flagged as active if it should be considered an active status.

• If the cause was something being removed from the status mapping configurations page, re-add it.
• If a new value was added, consider whether the new status value will also require modifications to the funnel configurations or reactivation configurations.
• If a new status value was added but it should be considered an Inactive status, then adjust the formulas in the following fields to incorporate the new inactive values:
  • On the Campaign Member object: Current Stage in Funnel, Current Stage in Funnel Date
  • On the Lead object: Response:
  • On the Contact object: Response:

Fixing the affected records:

• Open the unmapped campaign member response and the corresponding lead or contact.
• Evaluate the lead/contact and then update the Response Status value on the campaign member as appropriate.
• Manually update the funnel if it is required (for example, if the new status should have moved the response from MQL to SQL, check the SQL field checkbox manually, then using the Status Last Set field on the lead/contact update the SQL Date field.

Deferred Update Items

What does it mean:

A Deferred Update Item (DUI) record gets created when an update Funnel Metrics was trying to make to a lead, contact, or campaign member was blocked by another process. These records are being created in the background every day and then deleted once they get automatically reprocessed. There should be zero records in this dashboard component.

If there are records listed here, it means that either the update hasn’t yet been re-attempted, or has failed to happen even after retrying, or that the update did happen but the DUI record did not get automatically deleted.

How to fix it:

There are two things to pay attention to here. First there may be errors that are causing many records to fail to update. The error messages (see example below) should be reviewed and whatever is causing the error should be addressed.

Second, the update should be retried (if it has not successfully been completed) and the DUI record deleted.

To understand what object and fields RM is trying to change, see the Object Name field. This displays the type of object RM tried to update (Lead, Contact, or Campaign Member). If it’s a lead or contact, a link to that lead or contact will be provided in the “Source” section of the page. A link to the campaign member, if one is involved, is available in the View Response field

Check the “Fields” section to see what fields are being updated.

• If the object being updated is a lead or contact, these records almost always refer to an update to the status field. If the status is the same as the current status on the lead or contact then it is generally safe to assume the update has completed but the record failed to clear itself, and it can be deleted manually. In the example below, the status of Open was being set when the update failed. If the status on the lead or contact and the campaign member are both currently Open, then the DUI record can be deleted.

• Attempt to reprocess the update automatically by clicking the Reprocess checkbox (see below) and saving the DUI record. If it reprocesses and it is successful, the Delete Pending checkbox will get checked automatically and the record will get deleted (asynchronously, so it may take seconds/minutes to be removed).

• As noted previously, if the DUI records are referencing changes to the lead/contact and the Current Lead/Contact Status field value is the same as the Status in the Fields section, it is safe to assume the DUI has reprocessed and delete the record.
• If it is a campaign member, and it does not automatically reprocess, manually update the record with any values shown in the “Fields” section of the page.
• If the checkbox called IsDeferredCreate is checked (see image with the error message), this means RM was trying to create a campaign member, and failed. The record will indicate the campaign and the lead or contact, but it will never reprocess. This is only for visibility.
• In addition to checking and fixing the individual records that may have failed to update, monitor the error messages. Frequently, updates are blocked due to a validation rule, an inactive owner, or a conflict with another process or application that may have been added. Be sure to address the root causes of the errors where possible to prevent recurrences. For example, if a validation rule is blocking updates, consider replacing it by making a field required on a page layout.
• If working and editing via a list view is preferred there is one available. Navigate to it as follows:
  • Enter Setup mode within Salesforce
  • Go to Installed Packages
  • Find Full Circle Funnel Metrics in the list of packages and click the Configure link
  • Click the Event Logs Button
  • Click the View Update Errors button (see below)

Missing Response Status

What does it mean:

This report captures all campaign members with a blank Response Status. All campaign members in an org using RM should have a Response Status value. A missing value in the Response Status field indicates the application did not process them.

How to fix it:

Check the responses to understand why they were not processed. Some questions to ask:

• Was RM disabled or turned off while importing records or otherwise working?
• Was the application disabled programmatically?
• If this occurred post deployment, was anything omitted when FCI performed the data adjustment?
• Was RM blocked from updating campaign members through a validation rule or programmatically?
• Are there any CPU errors that may be causing the issue?

Once the cause is addressed, update the campaign members:

For campaign members with a non responded member status, set the Response Status to “Not a Response”.

For campaign members with a responded member status follow these steps:

• Set the member status to a non responded status (for example Sent is usually configured as a non responded status), then back to the status it was at previously. This will update the campaign member from a non response to a response.
• Update the Response Date to match the member created date, unless there is a way to tell exactly when the campaign member originally became a response. It will default to the date this change is made.
• Update the funnel fields and funnel date fields. Typically the Inquiry and MQL dates are the same as the Response Date.
• If the lead or contact has progressed, it may be possible to set other funnel dates based on looking at the history tracking of the lead or contact and matching when the status changed.
• Verify that the Response Status is correct and aligns with the lead or contact. Note that it may not always be the same status value. For instance, this lead or contact may have another active campaign member response that is currently being tracked, so this response’s status would be ‘Resolved - Already Engaged’.
• For help with reviewing a specific data set please file a case with FCI Customer Success.

Opportunity Response Errors

What does it mean:

This means the campaign member response is tied to an opportunity, but on that opportunity the Response ID is either blank or points to a different response. The response ID should match the campaign member in question. It happens when a campaign member or opportunity was updated manually but the ‘Admin Response Control’ codes were not used or were misused. It can also be caused by an opportunity update being blocked by a validation rule or custom code. Sometimes CPU limits can also impact the ability to update the related opportunity. There are several conditions that may be found in reviewing these records and the related opportunity:

Opportunity does not reference the Campaign Member Response ID:

Open the campaign member record and click on the link in the field titled Opportunity Name, notice that the Opportunity Response ID field on the opportunity is blank.

How to fix it:

Update the opportunity fields to address this issue and make sure the Opportunity correctly references the Response

1. Opportunity Response ID: From the Campaign Member copy the Campaign Member 18 Character ID field and Paste it into the Opportunity Response ID field.
2. Admin Originating Contact: Make sure the Admin Originating Contact references the campaign member’s contact record
3. Primary Campaign Source: This should be the same campaign that the campaign member belongs to - update if necessary
4. First/Last Touch Campaigns: if these need to be reset, follow the instructions here: https://support.fullcircleinsights.com/Full_Circle_Response_Management/Response_Management_Admin_Zone/Response_Management_Functional_Areas/Resetting_First_and_Last_Touch_Campaigns_on_Opportunities

Opportunity References a Different Campaign Member

Open the campaign member record and click on the link in the field titled Opportunity Name, notice that the Opportunity Response ID field on the opportunity references a different campaign member ID.

How to fix it:

1. Validate that the other campaign member referenced exists by going to the campaign member Record Id on the Opportunity Response ID field
2. If the record doesn’t exist - treat the opportunity as if it is blank and follow the steps in the previous section
3. If the record exists - continue to the next section

If the Response Id that is listed on the opportunity is the correct one (correctly references the opportunity), adjust the campaign member response that displays in the report by clearing the reference to the opportunity:

1. Click Edit on the campaign member
2. Set the Admin Response Control Field to 1
3. Delete the value in the Opportunity Name field
4. Clear any funnel fields and funnel date fields that were set incorrectly
5. Check that the Response Status field is set correctly.
6. Save then close the record.

If the campaign member response in the report is the correct one, and the one referenced by the opportunity Response ID field should be cleared, follow the same steps above for that campaign member response.

Please see this document for detailed instructions on how to use the Admin Response Control field to update the linkage between opportunities and responses.

Stalled Async Requests

What does it mean:

A stalled async request record is created by RM when the application is trying to make updates to records asynchronously (meaning with a delay of seconds or minutes), and it cannot complete the updates.

How to fix it:

Read the error text to determine what is preventing the async requests from completing. Please submit a support ticket to the FCI customer success team if there is a large volume of these records and/or a cause cannot be found.

Some possible causes of this type of failure are:

• Validation errors may prevent a request from running
• Programming errors, for example managed packages may contain Apex code that blocks updates or lead conversions
• Other custom code.

After the problem has been solved (validation rule updated, custom code fixed, etc.), the Stalled Async Requests can be rerun by following these steps:

• Open the Stalled Async Requests Report
• Open the Async Request by clicking on the Request Name link

• Viewing the Details tab, click Edit
• Uncheck the Error checkbox,
• Clear (delete) any message from the Error Text field
• Save and close the record
• Monitor to be sure the request is able to successfully process

Column 2: Business Process Monitoring

This columns’ components reflects business process issues that may need attention but are not Funnel Metrics related errors

Opportunities Deleted

This report displays any responses that were associated with opportunities that were deleted.

It is considered a best practice to close lost or expired opportunities with a valid Lost Reason so that an organization can have visibility into why opportunities are not being won. This component highlights deleted opportunities that were once associated with a funnel, and also be aware of any funnels where progress came to a dead end rather than resolved in closed/won or closed/lost. This also may affect funnel velocity reporting, especially if funnel stages are set based on opportunity stage.

To avoid these orphaned responses the recommendation is:

• Close opportunities with a “Lost Reason” referenced rather than deleting them.
• For existing campaign member responses where the opportunity has been deleted, the campaign member can be associated to a different opportunity. Please see this document for instructions on how to use the Admin Response Control field to update the linkage between opportunities and responses.

Responses Undone

This report displays campaign members that were created with a “Responded” value then changed to a “Non-Responded” value. For example, the member status could have changed from “Responded” to “Sent”. This report is intended to offer visibility about potential problems with the marketing automation process. For example, if the marketing automation system or an import attempts to set a member status that is not configured on the Campaign, the default (often ‘Sent’ ) will be used instead - so this type of error may also point out Campaign configuration errors.

Impact on metrics:

The application will continue to track the funnel and attribute influence on the campaign member as long as the Response Date field is populated, however there is an impact on the ability to generate repeat responses. Funnel Metrics is usually configured to generate a ‘repeat response’ when an activity is repeated by a person within a given timespan, for example if a customer fills out the same form twice this can result in two campaign member responses for that campaign. If the campaign member was reverted to a non response this will not occur.

Recommendations for solving this issue:

• Determine why/how people are being set back from a response to a non response.
• Review the marketing automation setup.
• Review Campaign settings to be sure all required values are included in the list of Campaign Member Statuses.

In most cases it’s best to keep campaign members from reverting from a responded value.

Column 3: Data Quality

This column's components show information to help maintain data integrity but don’t indicate a problem with Funnel Metrics.

Open Opportunities with Old Close Dates

This report shows opportunities that are still open, but they have a Close Date that is in the past, by at least one day. These opportunities can impact campaign attribution reporting metrics and funnel velocities.

If there are a lot of these opportunities in an org using the campaign attribution (multi-touch) influence reports - consider using the advanced setting:

• Navigate to Setup >> Installed Packages
• Click Configure next the Full Circle Insights Funnel Metrics package
• Click Campaign Attribution button
• Click Advanced Configuration button
• Click the checkbox highlighted in red below, save and close.

To avoid this issue from continuing, the recommendation is to:

• Update the Close Date
• Close out inactive opportunities

Campaigns Missing 'Campaign Sourced By'

This component lists all campaigns where the Campaign Sourced By field was left blank. It’s important to make sure this field is filled out for every campaign so that Funnel Metrics reporting can accurately reflect all responses in the correct funnel, and so that funnels are set correctly. In many cases, the funnel stages are set differently per the Campaign Sourced By value. For example the sales sourced funnel may not include an MQL or Inquiry funnel Stage, where the marketing sourced funnel does.

Note that when the Campaign Sourced By field is blank, funnel metrics for these campaign members is set based on the default funnel configuration.

To prevent this from interfering with data integrity the recommendations are:

• Creating a field validation rule so this cannot be left blank
• Creating automation rules to populate the field on new campaigns based on other parameters
• If any campaigns appear in this report, immediately update them to the correct source value, and review/correct the campaign members’ funnel data.

For any questions not answered by this document please log a case on the Full Circle Community.