Salesforce: Reference Request

The Request a Reference feature for the Salesforce integration allows a Salesperson to request a reference from advocates for an Opportunity from within Salesforce. This article will specifically guide you through the overview of the new Reference Request component in Salesforce (Classic and Lightning version).

You can decide which advocates should be visible in the Request a Reference screen. This will streamline the reference request process for your Sales team by identifying the best advocates to choose from. For information on how this appears in Salesforce, see the Match references to your advocates in Salesforce section. 

A Request a Reference challenge will be created in the hub that is targeted at the advocates chosen by the Salesperson. For best practices on configuring this challenge, head over to the  Best Practices for Configuring the Reference Challenge with Salesforce Integration Article.


Setting Up The Request A Reference Feature

Prerequisites

Before getting started with the Request a Reference feature, there are a few steps that you will have to make sure to complete.

  1. Set up the Salesforce integration in the hub and Install the Influitive-Salesforce AppExchange Package: Note that you will require your Salesforce administrator for these steps. For instructions on how to do this, see:
    - Salesforce: Installation Guide for Classic OR
    - Salesforce Lightning: Installing AppExchange Package 2.0
  2. Set up the Automatic Customer Data import: This is to ensure that your group of advocates who will be providing references have a complete profile in the hub e.g. industry, position, location etc. You will require this information when the Salesperson is filtering this group of advocates in Salesforce. This data is not pulled from Salesforce, but from within the hub, so you will need to make sure that it is available in the hub. To see what this filtering looks like in practice, see here.

To get this set up, you will first need your Salesforce administrator's help to follow steps 9-12 in the help article below:

Salesforce: AppExchange Package for AdvocateHub Installation Guide (Referrals 2.0)

After you have done this, you will need to set up your Automatic Customer Data Import mapping within the hub. For instructions on how to do this, see here.


Configuring Salesforce

Once you have installed the AppExchange package as per the instructions above, you will need to ask your Salesforce administrator to add the Request a Reference button to the Opportunity layout. 

You can send them the following instructions on how to do this:

  1. In Salesforce Classic - Adding Request a Reference Button to Opportunity Layouts OR
  2. In Salesforce Lightning - Add Request a Reference component to the Opportunity page

Setting Up Your Reference Program Group

By default your AdvocateHub will have a group called Reference Program. The first step in setting up reference requests for specific advocates is to setup this group. If you already have a reference group setup, you can skip this step and use that group instead.
There are two ways to add advocates to this group.
1. You can manually add advocates to this group. To do so, simply click on the Add Advocates button in your group.

2. Create a challenge asking advocates to join the reference group. A template is available for this in the Challenge Template Library. It is called "Join a Reference Group".

Configure Your Settings To Only Show Advocates In This group

1. Go to Settings > Integrations > Salesforce (Manage).
2. Click on Enable Reference Requests, and select your reference group from the drop down menu.
Once you save your changes, only advocates from this group will be available for reference requests via Salesforce.

Make sure to click "Save"!


Mapping The Necessary Fields In AdvocateHub

1. Go to Settings > Integrations > Salesforce (Manage).
2. Click on Enable Reference Requests.
3. Use the drop-down menus to map information from Salesforce to the hub. You will first need to map information regarding the Prospect. For example, you can map: Name, Company, Title, Email, and Phone:

4. Next, you will need to map the criteria that will be used when filtering advocates for a reference e.g. Industry, Position, Product:

Remember that you will need to have completed the Automatic Customer Data Import as per the steps above for this to work.

5. Once you have done this, don't forget to click Save. This mapping will be used to auto-populate the Reference Request form in Salesforce.


Match References To Your Advocates In Salesforce

Influitive’s automated reference functionality allows you to manage the full lifecycle of references from requests to completion, and reward the advocate that eventually takes the reference call. By integrating your AdvocateHub with Salesforce.com, you can:

  • Allow sales people to easily request a reference in Salesforce, using different filtering criteria to specify the desired type of reference
  • Match the prospect with the ideal existing customer (advocate)
  • Once accepted by the advocate, track the progress of the reference and award your advocate points along the way

This article will take a look at the process from the reference requestor’s and advocate’s perspectives. For the Administrator experience in facilitating references, see this Best Practice section.

Once the integration is set up, references can be requested directly in Salesforce by clicking the ‘Request-a-Reference’ button on the opportunity. The next instructions walk the user through the following three steps.


Reference Requestor Experience (Salesforce Classic)

1. The Requestor heads over to the Opportunity Object > Request a Reference button. Then a pop-up will appear where the prospect information is filled in.

2. Based on this data, the second step allows the requestor to recommend a potential reference/references by assigning weights to different matching criteria, such as Industry or Job Function.

If the reference requestor made suggestions on the ideal advocate(s) here, the unpublished challenge that gets created in your AdvocateHub for the Administrator to review will automatically be targeted to those people.


3. The third step involves providing any additional information on the request. Then click Submit to send it to the AdvocateHub Administrator.


Reference  Requestor Experience (Salesforce Lightning)

  1. The Requestor heads over to the Opportunity Object > Select the Opportunity Records > Request a Reference
  2. Choose a contact under "Who is this reference for?". The Prospect Information will be filled out if you've Mapped the necessary fields in the Hub's Salesforce Integration.

  3. Once done, head over to the Recommend an Advocate Tab where you can choose the specific type of customers to use as a reference:

  4. Lastly, you will need to go to the Reference Information Tab and fill in the Notes to Administrator. If there are no notes, please still fill the field with "N/A". Once everything is filled out, click Submit Request.


Hub Administrator Experience

Once it's pushed to the Hub, the Hub Administrators will get a notice/warning on their Dashboard that there are Reference Request waiting to be published:

Clicking Review will bring the Hub administrator to the Challenges page and show the unpublished Reference Requests.


Advocate Experience

In your AdvocateHub, after being reviewed by the Reference Manager (Administrator) the reference request will become visible to the matched advocate(s) in the form of a challenge. 

Should an advocate accept the challenge, they will be guided through the reference workflow, track their progress in the challenge, and receive points as the prospect moves along and hopefully becomes a customer. Throughout the process, the advocate will be able to interact with the Reference Manager, and provide feedback. 

To close the loop, the sales person that initially requested the reference will also be able to track its progress in Salesforce. This occurs in the ‘Advocate Activity’ section on the contact record of the reference.


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. To do this, find you Reference challenge in the Challenge Template Library and simply click on it to edit.

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. 

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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