Salesforce: Advocacy Insights

This article will show you how to push your user's Acts of Advocacy from the Hub to your Salesforce. This data includes challenge stage responses and other information that can then be used to create Reports, Dashboards, Workflow rules and just enhance the visibility of your advocate program.

This feature lives in the Salesforce Integration card in your Hub (Click on the gear icon in your Hub when you're logged in > Integrations > Salesforce > Manage > Settings). 

Overview

The actions Hub members perform in the Hub generate Acts of Advocacy. An Act of Advocacy can occur in:

• a stage of a Challenge
• within the Discussions Forums
• by submitting a Referral
• or logged manually.

When this integration is enabled, these Acts of Advocacy will be sent to Salesforce as a Custom Object called "Acts of Advocacy". This custom object can be configured to display on the Account and Contact Record Layout. These records will contain information like:

• The complete content or response (survey response, discussion post, NPS Score, etc.)
• A link to where this happened in the hub (Challenge, discussion post, or referral campaign)
• The Advocacy Type
• The Date the activity happened
• The Contact who completed the activity
• Points awarded
• Source Type where the activity happened (e.g. Challenge, Discussions, Referrals)
• AdvocateHub Channel (if it occurred within one)
• ROI Value set for this Advocacy Type
• AdvocateHub Program name (for Multihub purposes)

Once in Salesforce, these records can be used to create reports and dashboards or be pushed to other systems like Marketo, Gainsight, and more! Here's an example of what the build in Dashboard looks like:

You can learn more about this Dashboard and how to create and filter your own reports here: https://support.influitive.com/article/716-salesforce-dashboard

Here's an example of what the Influitive Acts of Advocacy Object looks like in Salesforce Classic:

If you click on an Act of Advocacy event, you can find more detailed information:

Here's an example of what it looks like in Salesforce Lightning:

If you click on an Act of Advocacy event, you can find more detailed information:

How to Setup

Salesforce Setup

To enable the feature, customers must first upgrade the Salesforce AppExchange package for Influitive to the latest version and update your current page layout.

Please see the following setup instructions to update your Influitive Salesforce AppExchange Package (3.0) and page layout - New Influitive Salesforce AppExchange Package Setup Overview

Influitive Setup

Once done, go to the Influitive Integrations page for Salesforce:

1. Click on the Gear icon in the top right corner of the screen and click on Integrations to go to the integration library.
2. Browse through the integration library until you find the Salesforce integration and click Manage.
3. You will be brought to the Setup Tab, you should already have this integration authenticated and connected. Please ensure that the App Exchange Version is up to date. This Advocacy Insights tool is available on version 2.17 and above.
   

   

4. Go to the  Settings Tab > Scroll to the Advocacy Insights section and click to open the dropdown.

   

5. Here you can select certain Advocacy Types that you would like to exclude from being sent to Salesforce. You can select more than one from the dropdown menu.
   

6. Once you're happy with this setup, click Save. Then turn the toggle switch to ON to enable the feature.
   

   

7. Once the setup is saved, all the acts of advocacy from the Hub will be sent to Salesforce.

Test your setup

1. Great! The Advocacy Insights tool is now turned on, all the Influitive AdvocateHub Acts of Advocacy moving forward will be pushed to the Salesforce Custom Object.
2. To confirm if the push is working, select a contact record in the Influitive Hub that also exists in the Salesforce instance that has recently done an activity in the Hub after the Advocacy Insights switch is turned on. You can also create a test account in the Hub and in Salesforce and complete a challenge in the Hub to trigger an act of advocacy to push to Salesforce.
3. Please make sure that your challenge stages has an Advocacy Type set. If it's set to "None / Don't report", there will be no Advocacy activity pushed to Salesforce. More on that here.
4. Remember that you won't be able to see the activities appear instantly since the sync runs at every hour.
5. Once an hour or so has passed. Head over to the Contact record in Salesforce that you've selected to test. The activities will then be displayed under the custom object section called "Influitive Acts of Advocacy".

How to retroactively backfill missing Acts of Advocacy

Since the Advocacy Insights integration will only push the activities after the integration is turned on, there might be user activities that happened before or when the integration disconnected that didn't get pushed over to Salesforce. To retroactively backfill the missing activities, there's a command button to start and stop this backfilling process:

1. Head over to the Advocacy Insights Integration (Click on the gear icon > Integrations > Salesforce > Click Manage > Head over to the Settings Tab > Advocacy Insights)
2. Click on the Start Data Backfill button
3. Check the Notification Center (bell icon) from your admin view, to see the progress of the job. The backfill should start pushing to Salesforce immediately.
4. However, there is currently a limit of 4,000,000 activities that can be pushed at once in a day. If you have more than 4,000,000 acts of advocacy in your Hub to backfill, you will receive an error when this action fails. You will be able to see this warning on your Notification Center.
5. You will need to Start the backfill again the next day in order for the rest of the backfill to complete. It will start the backfill where it stopped the day before.

MultiHub

For customers with multiple Hubs, a way to differentiate if the Acts of Advocacy is coming from one particular Hub is by looking into the details on the Acts of Advocacy. Here you will see the Hub ID and the Program Name where you can identify which Hub did the act of advocacy happened. If you hover or click on the Program Name link, it will take you to the Influitive AdvocateHub URL. To change the Program Name, you will need to head over to your Influitive Hub Admin Settings > Advocate Program > Program Name.

For MultiHub Setup, please see the following article - Salesforce: Multi Hub CRM Setup