Guided Selling - December 2023-12 Update Release Notes

The Guided Selling December 2023 Update is now available for installation. Below, please find the implementation steps, a list of new features, and links to new Support articles. 

SANDBOX TESTING REQUIRED - All installation of Guided Selling requires sandbox testing to ensure compatibility with all of your core workflows and business-critical steps that have been customized in Salesforce.

Guided Selling December Update

The Guided Selling 2023-12 Update provides key updates to our initial December 2023 Release. In this version are the following updates in addition to the features outlined below that were included in the December release.

 

  1. An update where some user's automatic and manual emails were marked as completed but not sent
  2. Cases where converted leads were being enrolled into new sequences after converting to a contact
  3. Updated performance for our expansion to an updated limit of 5000 records on Engage
  4. Cases where some participants were associated with multiple sequences

Implementation Steps

Steps by Package Version

Follow the steps below to upgrade to the Guided Selling December 2023 Update release based on your installed version. Not sure what version you are using. Ask your Admin to check the version of the installed packages within Salesforce's setup admin.

  • For customers installing Guided Selling for the first time you can take a look at our getting started guides to make sure that your admins are installing and configuring the package for use by your team.

  • If you have previously installed Version 9.58 of the Guided Selling package, you will need to execute the following installation steps:

    Upgrade the package version v9.58.5 in the same org that previously had v9.58 installed Go to the developer console and run these scripts from the Anonymous window

    Database.executeBatch(new BackfillSequenceAssociationsBatch('Contact'));
    Database.executeBatch(new BackfillSequenceAssociationsBatch('Lead'));

  • Some organizations have reported that actions vanish or disappear from Engage immediately after upgrading. If you encounter this issue, follow the steps provided in the article linked here:
    Manually Run Sequence Associations Backfill Batch

    Disable Campaign and Campaign Member Triggers (Optional)

    When upgrading from some older versions of Guided Selling, we've observed instances where trigger settings will default all objects on. Some organizations choose to disable certain triggers to reduce the number of concurrent batch jobs and triggers running in the background. As a best practice, we recommend enabling triggers for objects you have Sequences created for.

    If your organization contains many Campaign and Campaign Member records and Campaign sequences are not being used, we strongly recommend disabling the Campaign and Campaign triggers for performance purposes. 

    1. Navigate to the Guided Selling App | Settings | Triggers

    2. Validate your list of enabled triggers. For instance, if you are not running any Campaign Sequences, consider disabling Campaign and Campaign Member.

    Assigning Batch Owners:

    1. Click the “Set Batch Owner ” button on the Sequence Settings>Batches page. This will initiate new Apex Jobs and ensure they are owned by your user.   
    2. Navigate to the Users section on Sequence Settings and click “Grant All Permissions ” to ensure the Guided Selling Standard Object Permissions is current based on your Sequences Entrance and Exit criteria.
    3. Change Custom Setting RTE Settings "Use Deprecated" to false in the Salesforce setup. RTE_Settings.png
    4. Update the new Guided Selling Error Email custom setting to specify which email addresses you want Guided Selling errors to be emailed to. By default, the Setting will be configured with the user who clicks the Set Batch Owner button (step 1 above).Error_Email_Setting.png
    5. Create a New Remote Site Setting. Go to SetupRemote Site Settings. Open the one named "Revenue". Clone it. Update name to Revenue_Enhanced. Change URL to https://ringdna.my.salesforce-sites.com. Save.
  • Disable Campaign and Campaign Member Triggers (Optional)

    When upgrading from some older versions of Guided Selling, we've observed instances where trigger settings will default all objects on. Some organizations choose to disable certain triggers to reduce the number of concurrent batch jobs and triggers running in the background. As a best practice, we recommend enabling triggers for objects you have Sequences created for.

    If your organization contains many Campaign and Campaign Member records and Campaign sequences are not being used, we strongly recommend disabling the Campaign and Campaign triggers for performance purposes.

    1. Navigate to the Guided Selling App | Settings | Triggers

    2. Validate your list of enabled triggers. For instance, if you are not running any Campaign Sequences, consider disabling Campaign and Campaign Member.

    Assigning Batch Owners:

    1. Click the “Set Batch Owner ” button on the Sequence Settings>Batches page. This will initiate new Apex Jobs and ensure they are owned by your user.   
    2. Navigate to the Users section on Sequence Settings and click “Grant All Permissions ” to ensure the Guided Selling Standard Object Permissions is current based on your Sequences Entrance and Exit criteria.
    3. Change Custom Setting RTE Settings "Use Deprecated" to false in the Salesforce setup. RTE_Settings.png
    4. Update the new Guided Selling Error Email custom setting to specify which email addresses you want Guided Selling errors to be emailed to. By default, the Setting will be configured with the user who clicks the Set Batch Owner button (step 1 above).Error_Email_Setting.png
    5. Create a New Remote Site Setting. Go to SetupRemote Site Settings. Open the one named "Revenue". Clone it. Update name to Revenue_Enhanced. Change URL to https://ringdna.my.salesforce-sites.com. Save.

      Delete rdnacadence__Unique_Id__c from Participant Sequence History object.

      This is a legacy field that is deprecated, though if left in an org it will cause issues in future upgrades.

      1. Click the “Set Batch Owner ” button on the Sequence Settings>Batches page. This will initiate new Apex Jobs and ensure they are owned by your user.   
      2. Navigate to the Users section on Sequence Settings and click “Grant All Permissions ” to ensure the Guided Selling Standard Object Permissions is current based on your Sequences Entrance and Exit criteria.
      3. Change Custom Setting RTE Settings "Use Deprecated" to false in the Salesforce setup. RTE_Settings.png
      4. Update the new Guided Selling Error Email custom setting to specify which email addresses you want Guided Selling errors to be emailed to. By default, the Setting will be configured with the user who clicks the Set Batch Owner button (step 1 above).Error_Email_Setting.png
      5. Create a New Remote Site Setting. Go to SetupRemote Site Settings. Open the one named "Revenue". Clone it. Update name to Revenue_Enhanced. Change URL to https://ringdna.my.salesforce-sites.com. Save.
      6. Replace the legacy Template Edited field on the Participant Action object. 
        1. Update the page layout for the Participant Action to include the unused "Template Edited" field and remove the legacy one currently on the page layout.  
        2. Delete the legacy Template Edited field from the Participant Action (must be done on Salesforce Classic)

    Disable legacy Process Builders:

      1. Rollup Field on Participants(Email Replied)
      2. Rollup Field on Participants(Email Sent)
      3. Rollup Field on Participants(Email opened)
      4. Rollup Field on Participants(Is Deferred)
      5. Rollup Field on Participants(Is Performed)

New Functionality in the December 2023 Release

New Repeatable Sequence Functionality

What’s New?

We have updated the logic for Repeatable Sequences (formerly named Sequence Re-Entry)  within Guided Selling. We now allow for Repeatable Sequences across both Manual and Automatic sequences and have removed restrictions around when reusability was possible.

Why Was This Built?

Previously, repeatable sequences were only available for automatic sequences and for participants who had completed all steps in the sequence before their removal. This was limiting as it did not provide full control to users to be able to use the same sequence more than once based on a business need. The result required duplication of sequences to try to ensure that participants were added to the same engagement strategy multiple times.

How Does It Work?

When building a sequence, all sequences now have an option to "Enable Sequence Re-Entry". When this setting is enabled, a participant will be eligible to be re-enrolled into a sequence if they match the entrance criteria and have previously been removed from a sequence or completed all sequence steps. 

Note that there are special cases with repeatable sequences of note:

  1. When a user attempts to remove a participant in an automatic sequence that is repeatable, and the participant matches the entrance criteria but not the exit criteria, they will not be allowed to remove the participant from the sequence with one click. This is to avoid scenarios where a participant gets stuck in a loop in the same sequence. In this case, reps will be alerted to update the participant to match the exit criteria of the sequence to successfully remove the participant. 
  2. In cases where a participant is removed from a repeatable sequence based on an email reply, they will not be allowed to be added back to the same sequence to avoid any recursive loops in the case that they still match the entrance criteria and would otherwise be added back to the same sequence. 

Associating Sequence Actions with Conversation Records

What’s New?

New fields on the Revenue Conversation object to link a sequence action with an email, call, SMS, or task activity performed through Revenue.

Why Was This Built?

By creating an association with a sequence action, Sales Managers and Revenue Operations will get a deeper understanding of the outcomes of sequence activity and track down the sequences and actions that are driving the most successful outcomes across your team's activity. With this new lookup, there is a direct linkage between a sequence action, activities that were completed, and the outcome of those activities via conversation data that can be used in salesforce reports and dashboards.

How Does It Work?

Once you have the new package installed, a new Sequence Action lookup field is added to the Conversation object. When a Guided Selling user completes a call, SMS, email, or task action then the lookup field is populated with the corresponding sequence activity on the conversation record associated with the completed activity.

Expanded Logging of Email data to the Conversation Object

What’s New?

We have further expanded the insights on the Conversation object to include insight around Email opens and skipped actions. 

Why Was This Built?

These fields are part of a larger effort to fully migrate all of the Guided Selling activity insights to the conversation record for easier reporting and access

How Does It Work?

Upon installing the latest version of the Guided Selling package, we have added the following fields to the conversation object which will be logged based on the types of activities performed via Guided Selling

  1. An "Email Opened" checkbox field is set to true if an email is opened.
  2. An “Email Opened Date” date/time field to capture the time when an email was opened.
  3. A “Skipped Action” checkbox is set to true if an action is skipped automatically or via a rep.

Additional Features

  • Support for Granular permissions for Google Connected Accounts - We have introduced a new way for Google users to connect their accounts to Revenue via OAuth. This new method allows security teams to have granular control over the permissions and data that they expose to Revenue for connected users. Interested in learning more? Reach out to our support team
  • Bug Fixes and Technical Updates

 

 

 

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