Setting up a Persistent Trackable Referral Challenge
This article will cover 3 main areas:
- Editing the Referral Tab
- Creating Additional Referral Challenges
- Configuring a Referral Challenge
1. Editing the Referral Tab
One way advocates can submit referrals to you is from the Referral Page (accessed through the top bar in Advocate view).
Your hub comes ready with this challenge we call a Persistent Trackable Referral Challenge, which is just our technical way of saying this challenge can be connected with Salesforce for some awesome automation. Having Salesforce integrated allows us to automatically detect the progress of your leads and eliminates the need for you to maneuver between the AdvocateHub and Salesforce. As a bonus, the system would also advance your advocates' referral submission accordingly based on the acceptance of the lead and conversion of the opportunity.
In order to edit this Referral Page, you must edit the original Persistent Trackable Referral Challenge that came with your hub.
From your administrator view, you’ll find this challenge by going to the Challenges tab and searching for the word ‘Persistent’. When you hover over the result(s), it will have a URL ending in 2 or 3:
2. Creating Additional Referral Challenge Cards
Having multiple Referral challenge cards can be useful when you are asking for referrals from different types of advocates, e.g. your Employees, Partners, and Customers. In this scenario you could set up three different challenge cards, with appropriate language for each advocate type, and target each to a specific group. This will also make it easier to quickly see where your referrals are coming from in your reports. You can also use this method to make certain Referral challenges exclusive to only certain advocates, or if you want to create urgency by setting up a Referral campaign that only runs for a specific period of time.
In order to create a new referral form that appears like a regular challenge card, you'll have to use the template we have in the Challenge Template Library. Here are the 4 specific steps to creating a new Referral Challenge Card:
1. Go the Challenges Page
2. Click on Add a Challenge
3. Search the word "Persistent"
4. Click on the following template that pops up:
4. Next, click " Use Template". You can now configure this referral challenge, which will look like any other challenge cards.
3. Configuring any "Persistent Trackable Referral" Challenge
The referral challenge is Salesforce-ready so you can easily connect your referrals with Salesforce records (no Salesforce integration? No problem - see Trackable Referral Challenge: Manual Approvals).
Default copies are also provided in the configuration for your convenience, but you can customize the text if you'd like.
Stage 0: General setup
The configuration here sets the stage for the referral challenge. There are 2 attributes in this setup that are advocate-facing, seen below:
This is the stage that controls the form which advocates see on the referral challenge/referral page.
You can select which fields you want to display in the referral form here. Simply tick the checkbox of the field to display it, and tick the Required checkbox if you want the field to be mandatory. To find out how to add new custom fieldsclick here. You can reorder fields by dragging and dropping them into the correct spot.
Better Salesforce Tracking
In order to improve Salesforce tracking, you can setup the Lead Source field. Whenever a lead is added to Salesforce from the AdvocateHub, it will state the Lead Source text you choose. You can also attach referrals to a specific campaign and choose a member status.
The Referral Email
Sometimes advocates might want to refer their connections by emailing them, rather than submitting their information into a form. This can be done using the Referral Email feature. You can either use the default AdvocateHub email or setup a custom email for the challenge. For more on Referral Emails click here.
Stage 2: Lead Evaluation
Lead Evaluation provides the ability for the system to detect automatically if the prospect that was referred has been accepted or rejected as a lead in your Salesforce CRM.
Points are awarded to advocates only when the prospect referred was accepted a lead.
The key setup in this stage is your Salesforce Lead Status Configuration. You may wish to get in touch with your Salesforce Administrator to walk through this step with you.
Important: Please note that you would not be able to publish the challenge to your advocate until the Salesforce Lead Status Configuration has been setup.
Mapping Salesforce Lead Status Values
This setting enables advocates to advance their referral submission in the Trackable Referral Challenge as their referral lead progresses in Salesforce.
A) Within the Lead Evaluation stage of the Trackable Referral Challenge, click on edit button within the Salesforce Lead Status Configuration
There are 3 types of referral statuses in Advocate Hub:
Lead statuses that matches to this state would most likely indicate that a lead was approved in Salesforce.
When a lead has been approved in Salesforce, the system will handle the challenge advancement automatically. You as an administrator may choose to send a custom message (e.g "Thanks for the great lead!") to the advocate.
Lead statuses that matches to this state would most likely indicate that a lead was not approved in Salesforce.
When a lead has been rejected in Salesforce, the system will not handle the challenge advancement automatically. You as an administrator will have to reject the submission in order to advance the advocate. It is recommended that a custom message be sent to the advocate as a follow-up of why the lead had been declined.
3. No Change
Lead statuses that matches to this state would most likely require further follow-ups before evaluating the lead.
No advances will be made in this case.
Similar to "Stage 1: Refer A Prospect", you can provide some details to your advocate on what is the next step after a prospect has been accepted as a lead.
Stage 3: Opportunity Evaluation
Opportunity Evaluation provides the ability for the system to detect when a lead has been turned into a Closed Won or Closed Lost opportunity.
Points are awarded to advocates only when the accepted lead has converted into a Closed Won opportunity.
Currently the system considers a lead has converted into a customer when its corresponding Salesforce opportunity probability has been changed to 100%. On the other hand, if the Salesforce opportunity probability changes to 0%, the system would consider the lead to have been lost.
Again, you may customize the text in Stage Description to inform your advocate what happens after a lead has been accepted.
Stage 4: Targeting
Similar to all challenges, you have the option to target this challenge to specific advocates or groups of your choice.
The first option in the Include Members area is Everyone. When selected, everyone in your hub will see this challenge. This is useful for the cases when you want to include every advocate except a few people or a specific group of people.
If you would like advocates who match specific criteria to see (or be excluded from) this challenge, choose the second radio button. You will also note the option to include (and exclude) members who meet all or any of the conditions you choose..
Criteria for inclusion falls into these groups:
1. Individuals: Specific advocates.
2. Group: The advocate is a member of a specific group
3. Advocate Info: Criteria based on information about the advocate (e.g. Industry, Region, Title, etc.)
4. Behaviour: How the advocate behaves in your hub (e.g. Engaged, Not Engaged, completed specific challenges, etc)
5. Responses: Includes/Excludes advocates based on their response to a question. You can choose to segment an exact response or a response which contains a certain word.