Guided Selling - Summer 2024 Release (v10)

Package Highlights

  1. Send one-off emails to prospects and customers - Whether a lead or contact is in a sequene or not, quickly send them an email using Guided Selling templates, snippets, and all components of our email editor.
  2. Generate and refine emails with Generative - Use our new AI Email assistant to generate emails from scratch or improve composed emails using tools to modify and update content. 
  3. View and manage all of the participants in an active sequence - Introducing the Participants tab in the Guided Selling package. Here reps can see all of the participants that they have a relationship to be able to track the current state of the participant, see their engagement, and manage participants individually or in bulk. 
  4. Improved logging of Email Replies - Take action based on email replies with new features to manage undeliverable and automatic reply emails.
  5. View Guided Selling outcome data within the Conversation Object - We have migrated sequence action outcomes to the conversation object for a one stop shop to track the engagement and outcomes of your Guided Selling activity. 

Implementation Steps

Dependencies

Revenue Intelligence Package Dependency - To install the latest version of the Guided Selling version you will need to have installed version 1.110 of the Revenue Intelligence package or later. This install must be made before installing the latest Guided Selling version. Email support@revenue.io if you need assistance upgrading.

Steps by Package Version

Follow the steps below to upgrade to the Guided Selling March 2024 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 and do not see the " PopulateSeqAssociationLookupBatch" running in your Apex Jobs list, follow the steps provided in the article linked here to manually start the batch:
    Manually Run Sequence Associations Backfill Batch

    Processing time for this batch depends on the volume of records in your Salesforce instance. We recommend running installs after business hours to avoid impact to your end users.

    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 Setup → Remote 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 Setup → Remote 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 Setup → Remote 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)

Post Implementation Step

  • Add System Permission "Assign Permission Sets" to the Guided Selling Standard Object permission set.
    • This won't provide administrator access unless the user already has the "View Setup" permission. It's necessary to be able to check for the Guided Selling permission set to determine if the package triggers should run.
    • If this permission is not added to the permission set, users will be unable to execute actions from Engage or enroll new participants. This will be addressed in our next v10 patch.
  • Add field ringdna__HasOptedOutOfSms__c to ringDNA_Sequence_Contacts and ringDNA_Sequence_Leads field sets. 

New Features and Functionality

Introducing the Participants Tab

What’s New?

A new participants tab that highlights to a Guided Selling user, all of the leads and contacts that are in active sequence that they have a relationship with.

Why Was This Built?

Today within Guided Selling, the ability to understand what leads or contacts are in active sequences can only be done via Salesforce reports and dashboards. While sequences have lists of active participants and actions have insight into all users who are associated with a sequence, there is no central place for reps to be able to see all of the individuals that they are interacting with within Sequences.  

How Does It Work?

On the participants tab there are a number of capabilities to provide you the ability to better manage and engage with those in an active sequence. 

  • Reps can view all of the participants that are in an active sequence that they have a relationship with via record ownership or action delegation. 
  • Get quickly to the participants you want to focus on by searching for them by name or filtering by Company, Timezone, and Sequence.
  • Get more insight into the engagmeent of each particpant by selecting their progress bar to know exactly where they are in sequence and the previous steps that have gotten them there. 
  • Ensure the right individuals are receiving the right actions by skipping individual actions or removing a participaint from a sequence in bulk and via one off actions. 
  • Ensure that a participant is engaged with at hte right by by rescheduling the next action associated with a participant
  • Engage with a participant outside a sequence by send a one off email leveraging templates, snippets, and other formatting options. 

Improved Logging of Outcome Data

image-20230707-194550.png

What’s New?

New email reply fields to clearly segment the types of replies detected and drive workflows based on them.

Why Was This Built?

Previously within Guided Selling we count any email that is detected by Revenue as a reply (an action taken by a participant to respond to an outbound email). While this is true for the majority of cases, there is a variable degree of error as today's replies are also inclusive of emails that are bounced and those that may contain an out-of-office response from a participant. 

How Does It Work?

We have introduced new fields on the Revenue Opportunity object to track granular email performance. In addition, new settings are introduced to manage the removal of sequence participants based on individual reply types. 

New Fields introduced

  • Automatic Reply - Designates a checkbox if an email was replied to by an automatic responder
  • Email Replies - Designates a checkbox if an email was a reply by an actual individual
  • Undeliverable Emails - Designates a checkbox if an email was designated as undeliverable
  • Participant Action - Associates the participant action record that is associated with the conversation
  • Message ID - The unique identifier of an email sent
  • Thread ID - An identifier that designates the thread that an email is apart of (This is what powers grouping of emails in your email client).

New Workflows

  • Remove a participant from a sequence on undeliverable email detection
  • Remove a participant from a sequence on automatic reply email detection

Send One Off Emails from Guided Selling

What’s New?

The ability to send a one off email to any lead or contact in Salesforce via Guided Selling. 

Why Was This Built?

Historically Guided Selling has only supported the ability to send emails based on individuals that were in a sequence. This functionality expands that capability and allows users to leverage the templates, snippets, and salesforce merge fields that allow them to craft highly personalized and structured emails. 

How Does It Work?

Within Guided Selling you can send an email from the sequence participant module (available on individual record pages and on Engage) or from the participants tab. Simply select the “Send email” option and you will be presented with the email composer. Once emails are sent, such as standard guided selling emails, you will be able to track opens, replies, and links clicked along with log replies directly to salesforce. 

Compose Emails with our AI Assistant

What’s New?

A new guided email experience to write emails from scratch and adjust and improve emails using a generative email assistant

Why Was This Built?

This was built to enable sellers to refine and hone their emails with a few clicks to ensure that the content that they are sending is focused, follows best practices, and can be adjusted to drive the highest outcome rates possible. 

How Does It Work?

When engaging over email, sellers will have full control over the ability to create professional emails from scratch  using generative prompts and ensure that the tone of the emails resonate with the recipient.

  1. Create Guided Selling Email actions using generative.
  2. Edit and compose one off emails using the generative AI assistant
  3. Improve email quality and prevision via summarization, writing improvement, tone, style, and other tools.

Technical Improvements

  • Update naming convention of Remove Participants from Sequence options

  • Allow users to save a draft of an email on Engage

  • Getting error "Unable to create method 'getEmailTemplate': already exists on object 'RDNACadence.TemplateController"

  • Remove rollup fields on participant action object

  • Embed AI functionality in TinyMCE Editor

  • Kinesis event is missing for One off email sent and opened state, hence not picked up by Datalake in Redshift

  • One off Email Open count should not be increased on created conversation record when replied.

  • Use IsClosed to determine whether the Task is closed

  • Remove 255 text field limit on Long Text Area(32000) Salesforce fields in Task Actions

  • Check and tighten Guided Selling Standard Object Permissions

Bug Fixes 

  • When a sequence is deleted, also delete related Sequence Association record.

  • When Contact.reportsTo field was on the “Guided Selling by Revenue.io | RevOps, Sales Engagement and Conversation Intelligence Contact Field Set”, and granting permission to agents on the Guided Selling Settings , the field was not added to the “Guided Selling Standard Object Permissions” Permission Set. This caused errors when attempting a Contact record update by an agent due to insufficient permissions.

  • Fix issue where automatic emails were being sent out of business hours if the participant was coming out of the drip queue more than 1 day after being added to the queue.

  • Fixed several issues related to the SMS Opt Out field not being returned in query results for certain scenarios. Agents were prevented from completing calls initiated from participant actions. The agent would previously see an error related the SMS Opt Out field popup in the Dialer window. Additionally, deleting the first action for a participant was causing an error that prevented the next action from showing on Engage. It also prevented subsequent sequence association if the first action was not completed before disassociation.

  • A high number of active Actions to display on the Engage page, could cause a Heap Size Exception to be thrown.

  • Fixes an issue where participants could not be removed from an inactive campaign sequence. Previously, if participants met the exit criteria or were manually removed, they would not exit the sequence if the related campaign was inactive. Now, participants can be properly exited from the sequence, and the related campaign doesn’t need be re-activated.

  • When an email is sent, populate the pAction's Subject field. Participant actions have a field called Subject. This fix ensures that the field is populated with the subject of an email that was sent as part of an email action.

  • Fixes an issue which caused incorrect values in rollups related to email events (like number of emails sent, opened or replied and links clicked).

  • Fixes an issue where a very large number of actions on the Engage page would cause a Salesforce heap limit to be hit.

  • Value set for Entrance Criteria disappears in UI within edit view, displays as expected outside of edit view, displays as expected outside of edit view. The application was updated to retrieve all user records when typing a name on the search box. This was name is correctly displayed and does not disappear when dropdown gets refreshed.

  • For sequences that have exit criteria based on the call disposition, a call with a disposition that should cause the Participant to exit the sequence would fail to create a Task activity for the participant to log the call details. This has been fixed

  • Fixes an issue where a failure during the creation ofion of share records prevented the creation of Opportunity records from a Contact and Campaign records from a Lead or Contact in some cases.

  • Fixes a slow drip related issue which could cause participant action batch jobs to error out in high volume orgs.

  • Fixes an issue which could cause package upgrades page to offer older package versions.

  • If a sequence has delayed actions, and that sequence is edited, future expected execution dates for existing participant actions may not be correctly calculated if some actions were completed. This fixes the calculation of the expected execution date.

  • There is a field on Lead and Contact called "Number Of Sequence Emails to Opened". This field is now incremented only the first time a participant opens an email, rather than every time an email is opened.

  • Fixes an issue where SMS actions were not marked as completed if the record owner is not a GS user.

  • Fixes an issue where Most Recent Sequence Entered was not cleared when Participant completes all activities and "Disassociate Participant after Sequence completion" setting is ON.

  • Fixes an issue where an automatic reply conversation was not marked as “Automatic Reply”.

  • Fixes an error where adding a Contact as an Opportunity Contact Role could cause an error for contacts with old sequence history records.

  • Fixes an error where the Email settings user preferences were not saved successfully.

  • Fixes an error where Undelivered SMS actions were not marked as performed.

  • Fixes an error where conversation fields were not correctly updated for undelivered SMS .

  • Fixes an error where required campaign fields were not retrieved when evaluating campaign sequence participants.

  • Improves messaging readability when a GS user faces communication issues when composing an email template using AI.

  • Fixes an error where the lead or contact owner could not be updatable when associated to a sequence.

  • Fixes an error where campaign participants were not able to leave their sequence if the Campaign record is inactive.

  • Fixes an issue where Participant view would always show a Lead icon.

     

Known Issues

Call participant action is incorrectly deleted when setting a “disposition code” on the dialer that matches the participant exit sequence criteria.

This error happens if the Advanced Solution Package is installed and you use “Latest Disposition Code” field as part of the exit criteria. If the disposition code is set before finishing the call or immediately after, the participant will exit the sequence without leaving time for the participant action to be marked as completed. This issue does not affect the Conversation nor Activity object data.

Workaround: If a participant action is needed, wait until the participant action is marked as completed before setting the disposition code.

Bulk Inserting Participants into Drip Sequences can exceed Drip Limit

When over 200 participants are inserted and automatically associated to a sequence with drip limit enabled, Guided Selling will occasionally add more actions on Engage than what is specified in the limit.

 

Deprecated Features

Open Count field is deprecated for Sequence Emails and One-off Emails
On Conversation and Participant Action, Email Open Count is now deprecated. Instead, a Email Opened checkbox indicates whether an email was opened or not.

Email Replies, Email Opens and Email Links Clicked deprecated on Participant Actions
Email Replies (RDNACadence__Email_Replies__c), Email Opens (RDNACadence__Email_Opens__c) and Email Links Clicked (RDNACadence__Email_Links_Clicked__c) on Participant Action (RDNACadence__Sequence_Action__c) have been deprecated. Equivalent fields on the Conversation object are offered instead.

 

Patches

Patch #1

  • A fix for an issue with users being unable to associate qualified participants into a sequence despite having Guided Selling permission sets assigned.
  • A fix to swap “Assign Permission Sets” permission with the “View Setup and Configurations" to prevent "No access to entity" error
  • A fix for an issue where a conversation and Task record was not able to be created if it's associated Task had a Subject that exceeds 80 characters
  • A fix for an issue where users were receiving a "Getting error message "Apex heap size too large: 48535871" [ApexClass: AssociateParticipantsBatch] while activating a campaign sequence.
  • A fix for an issue where the Drip queue feature was not working for a sequence that has a first action set as AutoComplete task where Leads are added one by one
  • A fix for an issue where Lead Participant Sequence History records were not being migrated to Contact records on conversion.
  • A fix for an exception when updating Entrance/Exit Criteria of an existing Sequence when Sequence has Account fields in Exit Criteria.
  • An enhancement to disable Send One-Off Email if a Lead/Contact has opted out of email
  • A fix for unperformed Task actions if the Status is not "Completed"
  • A fix for cases where the most recently created Opportunity can trigger a participant in an opportunity sequence to exit incorrectly and/or may prevent association when an older Opportunity should be evaluated
  • A fix for the Lead icon being displayed instead of Contact icon on Participants tab of a Contact Sequence
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