CS Training Sessions 2016 Recap

CS TRAINING SESSIONS

A YEAR IN REVIEW

INFLUITIVE ACADEMY

Discite ab alterius.
Concelebrant.

2016

THIS BOOK IS DEDICATED TO ALL THE INFLUVIANS WHO
HOSTED AND ATTENDED A CS TRAINING SESSION!

THIS ALSO GOES OUT TO ALL DA DONUT EATERS.

THANK YOU TO EVERYONE WHO WAS INVOLVED!

CS TRAINING SESSION 1

SFDC 1.0: INTRO TO SFDC & AUTOMATIC CUSTOMER DATA IMPORT

WHAT IS SALESFORCE?

● Salesforce is a CRM (Customer Relationship Management) platform where you can manage all of your customers and
their information in one place.

WHAT ARE THE BENEFITS OF INTEGRATING WITH SALESFORCE?

● Sync Advocacy Activities + Chatter Messages
○ Report on Advocate Program ROI + Build Custom reports on valuable activities
○ Improve visibility of Advocate Program in your Organization

● Automatic Customer Data Import
○ Get better results from your Advocate Program by segmenting and tailoring content for your different advocate
groups

● Reference Requests
○ Harness the power of your advocates to influence and help your Sales team close deals in your current pipeline
Lead Push
○ Seamlessly pass referral leads to your company’s current lead flow seamlessly

● “Nominate” button
○ Allows sales and customer teams to recommend (“nominate”) their close contacts

Note: “Push leads” and “Track Leads Automatically” are for Referrals 1.0 only! To push leads for Referrals 2.0, the customer will
need to integrate with Salesforce for Referrals 2.0.

WHAT DOES THE AUTOMATIC CUSTOMER DATA IMPORT FEATURE DO?

● Allows you to segment groups in the hub based on data stored in Salesforce
● Nightly sync of customer data from Salesforce Contacts to Advocate Contacts
● Hub admin can then target groups, challenges, rewards, and discussions based on this info

WHAT ARE THE PREREQUISITES FOR THIS FEATURE?

● Installed AppExchange Package
● Read Permission on every Salesforce field that will be synced
● Query to determine which Salesforce Contacts should be synced
● Sync will only work in 2 scenarios:

○ Scenario 1:
List of nominees initially get added from Salesforce (“Nominate button” or list of nominees uploaded with
Salesforce ID)
+
Those nominees are invited from inside of the hub

○ Scenario 2:
If advocates invited externally, advocates need to sign up with same email address that exists in Salesforce

WHAT IS THE VALUE OF THIS FEATURE?

● Get better results from your Advocacy Program
● More engaged + happier customers
● Customers can network and engage with similar individuals

CS TRAINING SESSION 1

SFDC 1.0: INTRO TO SFDC & AUTOMATIC CUSTOMER DATA IMPORT

HOW DO I SET IT UP?

1. Prerequisites:
a. Install Influitive AppExchange Package: Complete step 1 to 3 here
b. Add “Date Added to AdvocateHub” to Contact Page layout : Steps 1-3 in this
section

2. Follow these steps:
a. Create match categories (Settings > System > Match Categories)
b. Map Salesforce fields to match categories (Integrations > Salesforce > Manage
> Automatic Customer Data Import > Add mapping)
c. Paste this query into box:
AdvocateHub__Date_Added_To_AdvocateHub__c != null

TECHNICAL DETAILS

● Frequency of Sync
○ Nightly at 3 AM Eastern (or can be manually forced in the hub)

● Sync Criteria
○ SOQL query (AdvocateHub__Date_Added_To_AdvocateHub__c != null) is customizable
○ By default, this is any Contact that has a value in the field Date Added to Advocatehub

● Required Permissions
○ Contacts
■ Any Field you may wish to segment by in Influitive (Read Access)
■ Date Joined the AdvocateHub* (Write Access)
■ Date Added to the AdvocateHub* (Write/Read Access)
○ Accounts
■ Any field you wish to synchronize with Influitive for segmentation purposes (Read Access)

SEE WHAT IT LOOKS LIKE IN PRACTISE

CS TRAINING SESSION 2

SFDC 1.0: REQUEST A REFERENCE

WHAT DOES THIS FEATURE DO?

● Allows a Salesperson to request a reference from advocates for an Opportunity in SFDC
● Advocates can be restricted to certain groups or filtered according to match criteria
● A Request a Reference challenge will be created in the hub that is targeted at the advocates chosen by the Salesperson

WHAT ARE THE PREREQUISITES FOR THIS FEATURE?

● This feature is an Add-On (Reference Management)
● To activate it, you need to go to Settings > System > Companies and activate Reference Automation for that hub
● They should have integrated with SFDC 1.0 and installed the AppExchange Package - SFDC Admin access is required
● To get the full value of this integration, the customer should have already used the Automatic Customer Data Import

WHAT IS THE VALUE OF THIS FEATURE?

● Salespeople can easily match up their prospect with the most similar/suitable reference-able customer. Sales team gets
easy access to already motivated and active customers

● Motivate and reward advocates to offer references
● Easily manage reference workflow in one place – making our product sticker
● Completed + In-progress reference calls can be tracked and reported on

○ ROI of opportunities influenced by advocate references

HOW DO I SET IT UP?

1. Add the Request a Reference button to the Opportunity Layout in SFDC

2. Set up the mapping in the hub - You can find this feature under Salesforce 1.0 integration

3. Choose which group from which the Salesperson can choose advocates. Think which groups
would be suitable for this challenge - one idea would be to create a group with your advocates
who have high NPS as they will be most likely to contact prospects on your behalf.

4. Next, set up the mapping. Start by mapping the information that you wish to be pulled in for the
Prospect

5. Next, map the match criteria that will be important for the Salesperson to have access to when
they are choosing advocates to request a reference.
Obviously, the Salesforce fields that they choose to map from will depend on where this data is
stored in their Salesforce account.

TECHNICAL DETAILS

● Remember that customers can still add “Request a Reference” button and set up mapping even if it isn’t included in
their plan. However, the button will not work when they click on it.

● They can set up Request a Reference without Automatic Customer Data Import but filters will be useless.
● Filters that appear in SFDC are not customizable - they are based on Match Criteria from the hub

SEE WHAT IT LOOKS LIKE IN PRACTISE

CS TRAINING SESSION 5

CUSTOM SIGN IN

WHAT DOES THIS FEATURE DO?

● Single Sign-On (SSO) is a session/user authentication process that permits a user to enter a set of credentials in order to
access multiple applications

WHAT ARE THE PREREQUISITES FOR THIS FEATURE?

● Your customer’s IT department will need to work with the Influitive team to configure SSO
● The login must either use OpenID, SAML, OAuth 2, or Jive (community software)

WHAT IS THE VALUE OF THIS FEATURE?

● Seamless advocate experience: if your customer already require users to have an account for their website, SSO allows
them to use the same information to access the AdvocateHub

● Essentially makes it easier for people to access the hub which makes it more likely that they engage with the hub and
ultimately make the hub more successful for our customers

HOW DO I SET IT UP?

1. Let them know their options via KB articles:
a. Overview: http://influitive.helpscoutdocs.com/article/128-understanding-single-sign-on
b. FAQ: http://influitive.helpscoutdocs.com/article/130-single-sign-on-faq
c. OpenID: http://influitive.helpscoutdocs.com/article/145-configuring-openid-sign-on
d. SAML: http://influitive.helpscoutdocs.com/article/132-configuring-saml-single-sign-on
e. OAuth 2: http://influitive.helpscoutdocs.com/article/161-configuring-oauth-2-sso
f. Jive: http://influitive.helpscoutdocs.com/article/151-configuring-jive-sign-on

2. Once they choose a route best suited to their needs, we provide a hub to test the configuration
on

3. If they have any follow up questions forward them to [email protected] and we will jump on a
call if needs be and troubleshoot from there.

TECHNICAL DETAILS

● For SAML: Anybody who is not a Nominee who goes to the hub URL and can login to the customer's portal using their
SSO will have an account created for them in the hub. This Advocate account will be completely blank except for the
default groups. If there are Nominees in the hub right now they MUST be sent an invite directly from the hub.

SEE WHAT IT LOOKS LIKE IN PRACTISE

CS TRAINING SESSION 6

REPORTING 2.0

WHAT DOES THIS FEATURE DO?

● The reporting tab allows you to understand the value being generated by your hub, analyze your advocate behaviour,
and understand the activities and social influence of your advocates.

● The given reports found from the tab can be explored to pull the specifics you’re looking for by:
○ Changing the date range
○ Filtering by groups
○ Adjusting/drilling a widget
○ Exporting a data export of your reports to your email in a Microsoft Excel XLS or CSV file

WHAT IS THE VALUE OF THIS FEATURE?

● Reports can be pulled from the following activities in the hub:
○ Overview: Advocacy Acts, Advocate Engagement Profile, All Time Invited Advocates, All Time Joined Advocates,
Joined Advocates (within Filters), Engaged Advocates (within filters), NPS Score (%), Challenges Completed
○ Referrals:
■ Referrals 1.0: Referrals Received Total, Referrals Qualified, Referrals Won, Referrals Lost
■ Referrals 2.0: Referrals Received Total, Referrals Qualified, Referrals Won, Referrals Lost, Referrals
Received by Month, Referrals Received by Milestone, Referrals Received by Campaign, Top Referrers, Top
Referral Campaigns, Top Referrers by Inbound Clicks
○ Budget: Advocate Leaderboards, Points Earned, Points Redeemed, Points Unspent, Reward Statistics
○ Hub Health: Challenge related reports
○ Advocates: Advocate Engagement, Growth Statistics, Engagement, Inactivity, Churned, New Advocates,
Advocate Level, Badge Statistics, NPS Score, Calculations, Detractors, Passives and Promoters
○ Discussions: Discussion related reports
○ Social Influence: Shares by Network (Twitter, LinkedIn and Facebook), “Top Social Influencers”, Connected Social
Accounts, Advocacy Statistics (Twitter, LinkedIn and Facebook), Total Social Shares
○ Benchmarks: Reports to compare hub across the average of all hubs

KNOWLEDGE BASE ARTICLES TO CHECK OUT

Reporting KBs Folder:
● Using Reports: An overview
● Report Types: An overview
● Creating a Custom Report
● Reporting Categories for Challenges
● Benchmarking Reports
● Reports: Common Terms and Glossary

TECHNICAL DETAILS

● Very specific reports can be difficult for an admin to pull as it requires some navigation - the Support Magicians can
assist in these scenarios

SEE WHAT IT LOOKS LIKE IN PRACTISE

CS TRAINING SESSION 7

EXTENDING THE HUB USING API & WEBHOOKS

WHAT IS ZAPIER?

● Zapier takes information from one place, lets you format and filter it, and sends it to another place.
● Allows you to connect hundreds of different apps “easily”.
● If you know how to write a bit of code, you can connect to any service that has an API.

Examples:
● Lead submitted in Influitive > triggers Zap > information is sent to Gmail/SugarCRM/a native Zapier integration
● Lead becomes qualified in SugarCRM > triggers Zap > Milestone advances in Influitive

WHAT DO API & WEBHOOKS DO?

● AdvocateHub > Anywhere: Allows you to send information from AdvocateHub activities into other systems
○ Two methods to get information from the Hub to other systems:
■ Webhooks (from AdvocateHub)
■ API call (from the other platform)

● Elsewhere > AdvocateHub: You can recognize advocates by automatically completing challenges, logging events,
and awarding points based on events in other platforms e.g.
○ Create/advance a referral
○ Create Reference Request challenges and “events”
○ Mark a reward as fulfilled
○ Approve a challenge
○ Create an advocate

WHAT ARE THE PREREQUISITES FOR THIS FEATURE?

● AdvocateHub > Anywhere: The external site needs
○ To accept/process incoming webhooks (OR)
○ To have an Action in Zapier (OR)
○ To have an API

AND
○ A competent/technical resource who understands the external site

● Elsewhere > AdvocateHub: The external site needs
○ To have webhooks (OR)
○ Have a Trigger in Zapier

AND
○ A competent/technical resource who understands the external site
○ Must be able to passover an email address along with the event (to associate to an advocate)

SEE WHAT IT LOOKS LIKE IN PRACTISE:

● ZAPIER
● INFLUITIVE API

CS TRAINING SESSION 7

EXTENDING THE HUB USING API & WEBHOOKS

HOW DO I SET IT UP? | ADVOCATEHUB > ANYWHERE

Two methods:
Method 1 - Webhooks: When something happens in the Hub, a webhook can send information about that event
anywhere on the internet (that accepts incoming webhooks) e.g. advocate profile info, challenge details,
responses to stages, referral form details
Example:
Send challenge responses to a spreadsheet
Advocate submits challenge response > Webhook fires information to Zapier > Zapier filters out other challenge
responses > Formats and sends to Google Sheets > New row created in Google Sheets
Method 2 - API call: If a customer uses an app that can make GET calls to our API, they can retrieve useful
information from AdvocateHub e.g. Advocacy Activity, information about advocates, rewards requiring approval.
They can retrieve any information which has a GET option in the API docs (https://donburi.influitive.com/api/docs)
Example:
Send advocacy activity information from Influitive to a business intelligence software for reporting/dashboards
GET events from Influitive API > JSON results converted to CSV > sent to business intelligence software

HOW DO I SET IT UP? | ELSEWHERE > ADVOCATEHUB

Via the API, you can:
● Create/advance a referral
● Create Reference Request Challenges and “events”
● Mark a reward as fulfilled
● Approve a challenge
● Create an advocate

Example 1:
Use Marketo landing page to capture leads and attribute to referrer in the hub
Someone submits lead on Marketo form > Webhook in Marketo fires an API call to Influitive > Lead is submitted
in the hub
Example 2:
Award points to advocates who contribute to a project on GitHub
User makes new commit on GitHub project > Zapier picks up action > Checks spreadsheet to see if user is a
targeted advocate >

CS TRAINING SESSION 8

GOOGLE ANALYTICS

WHAT DOES THIS FEATURE DO?

● Used to track data about any website
○ The kinds of users that are joining (Google knows EVERYTHING*)
○ Pages they are viewing and for how long
○ Pages they leave (“Bounce”) from
○ How they came into the site (UTM)

● What are UTM’s ?
○ Snippets of code that get attached to any link
○ Contain tracking information on traffic that came from a link

WHAT IS THE VALUE OF THIS FEATURE?

● Insight about Traffic Inside Hub
● Measure impact from Content Shared from Hub
Measuring Traffic and attributing success back to the Hub
● How advocates come to the hub (direct, notification emails,digest email,

etc.)
● Which tabs are most popular

○ Challenges
○ Discussions
○ Rewards
● Traffic on Referral Campaigns
○ Most successful drivers to campaigns - Emails, social media, direct

(events, employees sharing directly)

WHAT ARE THE PREREQUISITES FOR THIS FEATURE?

● Access to Integration Library: Army or higher
● Help… from their GA pro in Marketing Ops:

○ Google Analytics Tracking ID
○ Suitable UTM Parameters
○ Setting up useful reports in Google Analytics

TECHNICAL DETAILS

● Very specific reports can be difficult for an admin to pull as it requires some navigation - the Support Magicians can
assist in these scenarios

READ THIS KNOWLEDGE BASE ARTICLE ABOUT GOOGLE ANALYTICS INTEGRATION

CS TRAINING SESSION 9

INTEGRATING WITH MARKETING AUTOMATION SYSTEMS

WHICH MAS DOES ADVOCATEHUB INTEGRATE WITH?

● Lead push: ● Group List/Sync: ● Hub Invitations:
○ HubSpot ○ HubSpot ○ Marketo
○ SFDC Pardot ○ SFDC Pardot
○ Eloqua ○ Eloqua
○ Marketo ○ Marketo

NOTE: These MAS require the Integration Library as part of the customer’s package

WHAT ARE THE PREREQUISITES FOR LEAD PUSH?

1. ASK FOR THE KEYS: They will need the login information for a user of the platform they choose to integrate with.
This user should have full API / field access permissions. Life is always easier if they login with an admin user.

2. GET THE FIELDS STRAIGHT: The admin should make sure the fields they have in the Referral form are the ones
required by Demand Gen, Sales Ops, etc. She should also determine which fields they need to be mapped to in
the MAS, and which campaign leads should be added to.

3. READ THE DOCS: it’s easy

LEAD PUSH TECHNICAL DETAILS

● Lead push is instant
● If Referrals 2.0, does the customer intend to push the leads to Salesforce and track them? If so, they’ll need a

field in the MAS which will carry the Referral_ID through to SFDC.
● Referrals 2.0 Milestones can be advanced via Marketo webhooks
● Consider rolling the integration out in stages.
● Never submit referral tests using an Admin account.
● Note: Push leads..Referrals 1.0. Push Referral app leads…=Referrals 2.0

HOW DO I SET IT UP?

1. Authenticate integration in the hub
2. Map referral form details to lead fields in MAS
3. Save
4. Submit a test referral using a test advocate account

SEE WHAT IT LOOKS LIKE IN PRACTISE

CS TRAINING SESSION 9

INTEGRATING WITH MARKETING AUTOMATION SYSTEMS

WHAT IS THE VALUE OF SYNCING HUB GROUPS WITH LISTS IN YOUR MAS?

● You can send customized challenge notifications/promotions
● Lists can be used for targeting campaigns in the MAS

WHAT ARE THE PREREQUISITES FOR GROUP SYNC

1. ASK FOR THE KEYS: If they haven’t logged in already, they’ll need that Marketo/Eloqua/Pardot/HubSpot admin
account

2. CREATE A STATIC LIST IN THE MAS: The ‘sync’ will not work with lists that populate based on rules (i.e.
Dynamic, Smart Lists).

GROUP SYNC TECHNICAL DETAILS

● Advocates sync to List almost instantly upon addition to AdvocateHub group
● This is not actually a ‘sync’; it’s one-directional
● Only adds people to the list and doesn’t remove them when they leave the AH group
● Again, only works with static lists

HOW DO I SET IT UP?

1. Authenticate integration in the hub (if you haven’t already)
2. Map the advocate hub group to the list in the MAS
3. Save

SEE WHAT IT LOOKS LIKE IN PRACTISE:
● MARKETO
● PARDOT
● HUBSPOT

CS TRAINING SESSION 9

INTEGRATING WITH MARKETING AUTOMATION SYSTEMS

WHAT IS THE VALUE OF SENDING HUB INVITES VIA MARKETO?

● Pre-populates Email / Name for advocates
● Invite link is one-time use only (no gaming possible)
● If people sign up using a different email address, it will still sync to the correct SFDC account
● Prettier than hub emails
● You can get email deliverability stats in Marketo
However:
● Due to technical limitation, only a couple of hundred can be sent at a time
● Automated follow-ups from Hub don’t work

WHAT ARE THE PREREQUISITES FOR SENDING INVITES VIA MARKETO

1. ASK FOR THE KEYS: If they haven’t logged in already, they’ll need that Marketo/Eloqua/Pardot/HubSpot admin
account

2. ASK MARKETO ADMIN TO FOLLOW DOCS: There is a long list of things that must be done in Marketo.
3. GET THE DETAILS FROM MARKETO ADMIN: Admin needs to get the Campaign Name and Program Name

MARKETO INVITE TECHNICAL DETAILS

● Everyone you want to invite must be a Lead in Marketo
● Tech limitation means you can not send many invitations (~100+) at once
● Automatic follow-up invitations don’t work
● Campaign Name and Program Name are case sensitive and must exactly match what’s in Marketo.

HOW DO I SET IT UP?

1. Authenticate (if you haven’t already)

2. Set up everything in Marketo. (Follow along in Docs linked to below)

3. Add Campaign / Program name to the integration

4. Turn it on

5. Add/upload your advocates

6. Invite your advocates

SEE WHAT IT LOOKS LIKE IN PRACTISE:
● PREREQUISITES
● PROCESS

CS TRAINING SESSION 10

REFERRALS 2.0

WHAT DOES THIS FEATURE DO?

● Also known as advanced referrals is where advocates go to submit referrals and track the status of previously
made referrals.

● Salesforce 2.0 integration is only used to push leads from Referrals 2.0 to SFDC
● Create multiple, publically accessible referral campaigns, via customizable landing pages.
● Use dedicated referral links on social media to track campaign results.
● Create separate campaigns for each sales rep.
● Timer and counter widgets will help create friendly competition and allow your team to track results.
● Advocate gets automatic updates on the progress of their referrals

HOW THE INTEGRATION FLOWS

STEP 1: Referral created
STEP 2a: Lead created in MAS
OR
STEP 2b: Pushed directly to Salesforce
STEP 3: a) Important Action taken in Salesforce are entered into Workflow Rules

b) Workflow Rules trigger Outbound Messages to Influitive
STEP 4: Influitive receives messages and advances the respective Milestones on Referrals Dashboard

PRE-REQUISITES FOR THIS FEATURE

● They should have integrated with SFDC 2.0 and installed the AppExchange Package - SFDC Admin access is required
● They need to enable the Influitive API integration - Referrals 2.0 will not work without this!

HOW DO I SET IT UP?

Step 1 (Hub Admin)
● Turn on Influitive API integration
● Create custom fields on Referral forms
● Create Milestones in hub that correspond to the appropriate SFDC lead statuses
● Customize branding of Referral form

Step 2 (MAS/SFDC Admin)
● Create custom fields in MAS/SFDC e.g. Referral_ID
● Create workflows in Salesforce to trigger milestones in hub e.g. when lead status changes

Step 3 (Hub Admin)
● Connect hub to MAS/SFDC 2.0
● Complete mapping of fields from hub > MAS/SFDC 2.0

TECHNICAL DETAILS

Recommended Custom Fields to ass to MAS:referral source name, email, title, company

Required field to add to MAS: Referral_ID (must be mapped to Account/Opportunity if Milestone triggers will come from
there. It is CASE sensitive!)