Eloqua Discover Frequently Asked Questions Table of Contents Prospect Discover Home... 3 What defines my Most Active Prospects? Why are these people in the list as opposed to other people?... 3 What about Most Active Accounts? How are they defined?... 3 What if a Lead/Contact is assigned to a Queue... will I see the person if they re part of the queue but I m not the owner?... 4 So what if I am on an Account Team in Salesforce? Will I see those Contacts and Accounts even though I don t OWN the Account?... 4 Can I customize the columns and data shown in this main interface?... 4 What Activities are counted when rolling up total activities for Contact, Lead or Account? Can we include other marketing activities in the tally, like attended tradeshow?... 4 How are my active prospects sorted? Can I change how they are sorted?... 4 How much activity does the Most Active Prospects list take into account? Everything they ve done since they became a Contact or Lead?... 5 What is Urgency and how is the number of chili peppers set? Is this logic or the number of icons used configurable?... 5 Buy Signals... 5 How are Buy Signals defined? Are they the same for everyone across the company? Can we change them?... 5 Can you weight different Buy Signals differently so that certain Buy Signals are worth more than others (like filling out our Demo Form?)... 6 Are there any limitations to the number of Buy Signals I can create?... 6 How is the number of Buy Signal icons decided? Is it one icon for each Buy Signal?... 6 Do Buy Signals get reset after a certain period of time or are they based on a certain timeframe?... 6 Can I create my own Buy Signals?... 6 My Tracked Prospects... 8 How do I track people that are not in my Most Active... list?... 8 How do the notifications I get through the Track feature compare and align with the ones I set up through the Prospect Profiler (web visits) and the ones our Marketing teams sets up for us?... 8 1
Can we customize the notification email that gets sent out?... 9 How do Prospect, Account Tracking and Ignoring interact? If I m tracking Dave who works at ABC Inc., but then I Ignore ABC Inc., what happens to Dave? Am I still tracking him? And then what if I Unignore him? Is he tracked again?... 9 General Questions...10 Where is all this data coming from? Is it getting data from an Eloqua database?...10 Will there be a delay in the activities showing up in Discover?...10 2
Prospect Discover Home What defines my Most Active Prospects? Why are these people in the list as opposed to other people? There are a few major filters/factors that determine whether or not someone shows up in your Most Active Prospects list. To begin, your Most Active Prospects are your TOP X most active Contacts & Leads that YOU OWN as determined by the total number of actions they have taken to show interest in your company and products. X is a configurable number that is set up by your Marketing/SFDC Admin it is set up during initial implementation but can be increased to either provide you with more visibility or decreased to improve loading speed. By default, you will see the Top 100 Contacts and the Top 100 Leads (200 total). There are also a few other filters at play here (set up by the person in your organization assigned to be the administrator for this tool) to make sure you are only looking at the most relevant of your prospects: Filter Type Set Up By... Description Recent Activity Admin Only Contacts or Leads that have had activity within the last X Days, where X is any number of days from 1 90, will be shown Lead Status Admin Only Leads with Admin-selected statuses will be shown (Optional) Closed Opportunities Admin If a Contact is linked to one or more opportunities, they will only be shown if at least one of those opportunities is open (Optional) No Opportunities Admin Only Contacts linked to at least one opportunity will be shown (Optional) this does not impact visibility of Leads Owned Opportunities You If a Contact is linked to one or more opportunities, they will only be shown if at least one of those opportunities is OWNED by you even if this is enabled, as long as the No Opportunity filter is NOT enabled, you will still see Contacts who are NOT tied to any opportunities/accounts What about Most Active Accounts? How are they defined? Most active accounts follows the same logic and filters as Most Active Prospects, with one additional piece of logic: In order for an Account to appear in your Most Active Accounts list, you must OWN AT LEAST ONE CONTACT that is linked to that Account. From there, the activity and opportunity filters driving the Most Active Prospects list are honored. 3
What if a Lead/Contact is assigned to a Queue... will I see the person if they re part of the queue but I m not the owner? Not currently visibility into prospects via complex ownership rules (like queues and Account Teams) will be coming in a future release. So what if I am on an Account Team in Salesforce? Will I see those Contacts and Accounts even though I don t OWN the Account? Not currently - visibility into prospects via complex ownership rules (like queues and Account Teams) will be coming in a future release. Can I customize the columns and data shown in this main interface? Not currently nothing structural can be customized. Core examples of non-configurable items are Columns Column Header Text / Fields Displayed Number of Stars / Peppers Order of tabs What Activities are counted when rolling up total activities for Contact, Lead or Account? Can we include other marketing activities in the tally, like attended tradeshow? Currently, there are only 6 activities that are counted towards a prospect s total activity count: Email Open (Sent by marketing via Eloqua application) Email Open (Sent by sales via Outlook Plugin) Email Clickthrough Form Submission Website Visit Hypersite Visit In future versions of the product we plan on allowing custom marketing activities to be included in this tally. How are my active prospects sorted? Can I change how they are sorted? Definitely check out the Eloqua Discover for Salesforce.com user guide for a full overview of options within the homepage interface. Quickly though, the default sorting is by Total Activities, but you may sort on several columns by clicking the header of that column. For instance, try clicking on the Buy Signals, Urgency and Account columns. 4
How much activity does the Most Active Prospects list take into account? Everything they ve done since they became a Contact or Lead? There are three critical things to understand here: If someone is in the Most Active Prospects list, they have taken at least one activity in the last X days, where X is a configurable (by your admin) number of days up to 90 days The activity total shown for a prospect in this list is the total number of activities that prospect has taken ever OR... Since the last time they had all their linked opportunities close out when a contact has all their linked opportunities close, we reset their activity count so that during a future buying cycle, we are not displaying irrelevant activities What is Urgency and how is the number of chili peppers set? Is this logic or the number of icons used configurable? Urgency is simply a reflection of how recent a person s most recent activity was. Here is the mapping between recency and number of icons: Most Recent Activity Was... Number of Icons Displayed Is... 0 3 days ago 3 4 7 days ago 2 8 30 days ago 1 31+ days ago 0 Currently, there is no customization available for this feature. Buy Signals How are Buy Signals defined? Are they the same for everyone across the company? Can we change them? When the system is first set up, you get a set of default Buy Signals (4 total), but from that point your organization can customize them to suit its requirements. Buy Signals can be Generic or Specific. Generic Buy Signals mean that no specific email, form or hypersite is identified and the volume of activity within a given timeframe is what is important (e.g., 2 site visits in one week). Specific Signals are looking to identify actions taken on particularly important assets like a demo form or case study email. Buy Signals ARE the same for all users an individual user cannot create their own Buy Signals but they CAN select which Buy Signals will trigger email notifications for only them if this feature is enabled for your organization. 5
Can you weight different Buy Signals differently so that certain Buy Signals are worth more than others (like filling out our Demo Form?) No. All Buy Signals, when raised, will increment a person s Buy Signal count by 1. Are there any limitations to the number of Buy Signals I can create? Yes, but only for Generic Buy Signals : Max Number of Generic Buy Signals = 2 per activity type (e.g., 2 Email, 2 Form, 2 Hypersite, etc) How is the number of Buy Signal icons decided? Is it one icon for each Buy Signal? No. Like with Urgency icons there is logic that maps certain signal counts to the number of icons displayed. Here is the mapping between number of Buy Signals and number of icons displayed: Number of Buy Signals Raised Number of Icons Displayed Is... > 3 3 2-3 2 1 1 0 0 Do Buy Signals get reset after a certain period of time or are they based on a certain timeframe? Buy Signals, like total activity counts, are reset only when a contact goes from being tied to at least one open Opportunity to being tied to only closed opportunities. So in essence, we are assuming that if someone once had an open opportunity and 10 total activities, but then that opportunity closed, those 10 activities will not be relevant to the next opportunity to which they are linked so we restart from zero. Can I create my own Buy Signals? You cannot directly create Buy Signals, nor can you have Buy Signals created that only apply to YOUR prospects. However, you may request that your admin create a Buy Signal they are very fast to set up. Once created, that Buy Signal will be evaluate for all prospects and reps. 6
Will a Buy Signal be raised EVERY TIME it happens or are there rules preventing the same one from happening multiple times? By default, every time a Buy Signal is shown, it will be recorded against the prospect taking the relevant actions. However, your Admin can set up, per Buy Signal, something called a Reoccurrence Timeframe which prevents a Buy Signal from being raised EVERY TIME it gets raised by an individual prospect. The Recurrence Timeframe is the period of time that must pass after the buy signal has been raised before activity for that prospect will count towards raising the same buy signal for that prospect again. This is very handy for throttling how often the same buy signal is raised for the same prospect. Example: If you had a buy signal that required 2 websites in 1 week w/ a recurrence timeframe of 7 days the following is how activity would be used to show this buy signal: In the above example, the buy signal was raised on Sunday during week 1. Therefore any activity for the following 7 days (the Reoccurence timeframe configured, which equates in the diagram to all of week 2) will not count towards showing the same buy signal again for that prospect. Without this the buy signal would have been raised again only a few days later. If you need/want to know whether or not a Reoccurrence Timeframe is set for a particular Buy Signal, or you d like to request one, please speak to your internal Eloqua Admin resource. 7
My Tracked Prospects How do I track people that are not in my Most Active... list? There is a tracking option from each individual Contact & Lead record. If you click on someone s name and go to the Eloqua section of their record, you will see the Track icon to the right of the tabs (alongside the Ignore icon), as seen below: How do the notifications I get through the Track feature compare and align with the ones I set up through the Prospect Profiler (web visits) and the ones our Marketing teams sets up for us? Currently, they are all separate. Technically, you could have notifications set up through Eloqua s web application, Discover s Track tool AND Profiler web alerts all at once and have all triggered for the same prospect within the same few minutes. This is unlikely to happen however since Marketing-configured notifications will usually be set up with very general criteria focused on informing you of prospects that have just become active/interesting. Subsequently, you would then set up notifications through Prospect Discover if you decide you d like to keep track of those people once you have evaluated aspects of their interest and profile. Also, Ignoring a Contact, Lead or Account (using the speaker icon) will not suppress notifications requested directly through the Profiler tool those must be canceled separately: Between the web alerts set up in the Profiler and those set up through Discover s Track tool, you can use either but we recommend using the Discover Track tool only so that your experience is consistent the two notification systems are actually different in two key ways: 1. Profiler web alerts will be sent within a few minutes of the web acvitiy as they are triggered directly through the Eloqua webtracking engine. Alerts created through the Track tool will generally take between 3 and 10 minutes to trigger a notification email because they rely on the visit activity being written over to SFDC through an activity synch 2. The notifications will look slightly different - Profiler web alerts are stored in Eloqua and are designed on a different email template than the emails used in alerts for the Track feature (those are actually emails stored in your SFDC install). 8
Can we customize the notification email that gets sent out? Yes, your administrator can because the emails used for the Track notifications are stored in SFDC, your admin is able to go in and edit certain components of the content. Those emails can be found by following the navigation outlined below: How do Prospect, Account Tracking and Ignoring interact? If I m tracking Dave who works at ABC Inc., but then I Ignore ABC Inc., what happens to Dave? Am I still tracking him? And then what if I Unignore him? Is he tracked again? Below is a matrix that outlines the logic used to manage Tracking and Ignoring between Prospects and Accounts: Present Prospect State Action That Set the Present State Account-Level Action Taken Now New Prospect State Default/Normal N/A Ignore Implicitly Ignored* Implicitly Ignored Implicit (Account) Ignore Unignore Default/Normal Tracked Direct Track Request Ignore Untracked & Ignored UnTracked & Indirect (Account) Ignore Unignore Default/Normal** Ignored Ignored Direct Ignore Request Track Ignored (No Change) *Implicitly Ignored corresponds to sub-section 4 above this state ensures that no activity will trigger notification and that they will not show up in the Most Active Prospects list until the Account is Unignored **Essentially, Untracked and Default/Normal are interchangeable from a functional perspective, the only difference being that Untracked indicates that the Prospect was most recently Tracked prior to their current state. 9
General Questions Where is all this data coming from? Is it getting data from an Eloqua database? Your Marketing team has set up the Eloqua application to capture all kinds of behavioral metrics on your prospects and clients. Whenever certain activities are captured through the Eloqua system, they are queued up and then synched over to Salesforce.com so that you have access to this information, allowing you to engage your prospects at the right time and with the right information. So yes all the activity data you see in Discover is from Eloqua, however some of the basic profile information you see (e.g., Title, Industry, etc.) may have just been entered into Salesforce.com manually but Eloqua also pushes that data over if it is captured (e.g., someone submits an online form). Will there be a delay in the activities showing up in Discover? There is a very minor delay between the time an activity is recognized in Eloqua and the time it is visible in Discover / Salesforce.com it generally takes between 3 and 10 minutes for an activity to be pushed over. This also applies to Buy Signals. However, things like Leads being converted to Contacts and Account ownership being shifted to another user are captured and reflected in Discover almost immediately. 10