Score reactivation not reactivating as expected

Issue

The score has been updated, but the lead/contact is still inactive.

Cause

The most common cause for disruption of Score Reactivation is an error in the formula for the workflow or flow triggers that cause score reactivation when the score is updated to qualify as an MQL.

Solutions

If Response Management was installed in your org before 2022, refer to Solution 1. If it was installed in 2022 or later, refer to Solution 2.

Solution 1

For Response Management orgs installed before 2022, navigate to your workflow rules and look for the workflows labeled “Set Admin Score Increment” on the Lead/Contact object. Check to make sure the workflow rule(s) are active. If the rule(s) are inactive, activate and re-attempt score reactivation.

If the workflow rule is active, select Edit on the workflow. Verify if the formula is referencing the correct scoring field on your lead/contact.

• Context note: These score reactivation workflows are designed to trigger if the lead/contact was not previously at threshold for MQL, but its score has been updated to be at or above threshold. If the lead/contact was at threshold when the score was updated, it will not trigger reactivation. When this workflow fires, it updates two fields on the lead/contact: “Admin Score Increment” and “Admin Score Increment Audit.” When these fields are updated by the workflow, this update triggers the Apex code in the managed package that fires Score Reactivation.

If “Admin Score Increment” and “Admin Score Increment Audit” fields are not updating when you are testing your score reactivation scenario, check to make sure your score fields (not the FCCRM Threshold) are not formula fields. If your score fields are formula fields, they will not trigger the workflows because Salesforce does not update Lead/Contact records when formula fields are updated. As a result, it will also not trigger the “ISCHANGED” function in the workflow formula.

Solution 2

For Response Management orgs installed in or after 2022, navigate to your Flows and look for the Flows labeled “Set Admin Score Increment.” Check to make sure the flow(s) are active. If the rule(s) are inactive, activate and reattempt score reactivation.

If the flow is active, select Edit on the flow and verify if the flow is referencing the correct scoring field on your lead/contact.

• Context note: These score reactivation workflows are designed to trigger if the lead/contact was not previously at threshold for MQL, but its score has been updated to be at or above threshold. If the lead/contact was at threshold when the score was updated, it will not trigger reactivation. When this workflow fires, it updates two fields on the lead/contact: “Admin Score Increment” and “Admin Score Increment Audit.” When these fields are updated by the workflow, this update triggers the Apex code in the managed package that fires Score Reactivation.

If the “Admin Score Increment” and “Admin Score Increment Audit” fields are not updating when testing your score reactivation scenario, check to make sure your score fields (not the FCCRM Threshold) are not formula fields. If your score fields are formula fields, they will not trigger the flow, because Salesforce does not update Lead/Contact records when formula fields are updated. As a result, it will not trigger the “ISCHANGED” function of the flow.

After checking the workflow rules and field updates/flow settings to verify they are updating correctly, navigate to the main configuration of the Response Management Installed Package and check the reactivation settings for the Score Reactivation Scenario.

• Installed Packages >> Full Circle Response Management >> Configure >> Reactivation >> Score Reactivation
• Select the dropdown arrow next to Edit to view the Score Reactivation Settings

Next, check if the reactivation scenario is active. If the scenario is not enabled, select Edit. Enable the scenario and save your settings.

If the scenario is enabled, check to see if you are using a default campaign in the settings.

• If you are using a default campaign, check the settings of the default campaign to ensure it is still active and that its default member status is set as Responded.
• If you are not using a default campaign, check the campaign history of the Lead/Contact you tried to reactivate. If the Responded campaign members originated before the start of the lookback period, or if their member statuses are not listed in the “Eligible Response Status Values” list, then you have a few options:
• Extend the lookback period.
• Add additional inactive Response Status values to the reactivation scenario.
• Add a default campaign to the reactivation scenario.

After updating your settings, scroll to the top of the reactivation scenario and click Save.