Best Practices for Configuring the Reference Challenge with Salesforce Integration

The Salesforce integration allows you to automatically request, track, and manage references from both the reference requestor and advocate's perspective. For an overview of how this works, see here. This article will focus on the Administrator experience and best practices in setting up your Reference challenge.

When a reference request is submitted through Salesforce, the integration will automatically create an unpublished challenge for the Admin to review.

Best practices for configuring the challenge before publishing

Modify the Reference challenge template

You may want to modify the default contents of the Reference challenge in your Challenge Template Library. This way all new reference challenges that get created through the Salesforce integration will be in the desired format, and only smaller tweaks are required before you can publish them. 

The standard stages of the Reference challenge are as follows:

  1. Advocate Workflow - Advocate accepts to take on the reference call. Small amount of points awarded.
  2. Corporate Workflow - Admin coordinates the call and confirms the call has been scheduled.
  3. Advocate Workflow + Answer Some Questions - Advocate confirms call was completed and provides feedback on how it went. More points awarded, especially if feedback is provided.
  4. Corporate Workflow - Admin confirms call got completed and approves challenge completion, awarding the advocate the remaining, largest portion of the points.

Make sure the stages reflect the reference process in place at your company, and modify as required. We also encourage you to edit the copy of the challenge to match the overall messaging of your hub.  Merge fields are a great way to add a personal touch to the challenge.

When editing the template, you may also want to control what information gets captured from the reference requestor in Salesforce – this can help you further target the challenge and make it engaging. You can do this by adding your questions to the ‘Notes to Administrator’ field, as shown below. The challenge requestor will then see these notes when they are submitting their request, and know what information to provide. 

Create Urgency

By featuring the challenge you ensure that it shows up at the top of your advocate's challenge list. You can also notify the advocate about the challenge via email, especially if setting up the reference call is time-sensitive.

Personalize and Communicate the Value

For each individual reference challenge you publish, try to use personalized language – Tell the advocate targeted with the reference request a little bit about the person they are about to speak with. If possible, emphasize the value they will get out of completing this reference call (expanding their network for example). It's also a good idea to let your advocate know that if they are unable to complete this reference, there will be other opportunities in the future.

Verify challenge targeting and publishing settings

The integration automatically targets the challenge to the advocates identified by the reference requestor in Salesforce. Before publishing the challenge, ensure that the targeting is correctly set up. If a pool of potential references is identified, make sure the publishing options are appropriate; You may want to restrict the challenge to only one advocate before it is auto-unpublished. Alternatively, if you need to review the suitability of several advocates, you can leave it open to more people and select the best candidate. If this is the case, make sure you message the non-selected advocates to thank them for volunteering, and tell them other reference call opportunities will come up in the future. For more information see the following articles: Challenge targeting  and Challenge publishing options.

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