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Identifying the Source of Existing Contacts and Leads

I think we can all agree that knowing when and from where our CRM contacts and leads originated can be invaluable — especially if they were created via ClickDimensions entities like forms, surveys, landing pages, subscription management or events. But if you don’t already have something in place to identify sources, it can be tricky to track that information.

Fortunately, by utilizing some built-in CRM functions, we can not only find accurate information about the origins of our contacts and leads with an advanced find, but also label them for use later with custom CRM fields and on-demand workflows.

One disclaimer before we get going: If you’re unsure how CRM tools work and/or need assistance manipulating them, you will want to reach out to your CRM resource, such as an admin or partner, for any assistance you might need implementing what we’re going to make in the blog post.

With that said, let’s get to it!

We will start with a custom field. By default, in CRM, leads have a Source field, but contacts do not. So, we will want to create one for contacts. I have made one here on the ClickDimensions contact form that is easy for me to follow as an option set. For my options, I’m using the ClickDimensions feature-based sources I mentioned earlier. So, in this case, some forms, a subscription management page, a survey and an event record I created from a trade show. Of course, you could add however many source options you want. You can edit this in the lead source one as well to add options if need be, or create a custom one there too, if you wanted to for a specific reason.

Don’t forget to save and publish these changes, then head over to Settings > ClickDimensions Settings > Publish Metadata. Sometimes the changes can take up to 24 hours to publish, depending on your CRM processes, so you may have to pick things up the next day.

Side note: It’s good to set the names for your sources as something easy to remember and identify. Using the same names for the workflows, we will set up next will make things succinct and efficient when we put all of this together later.

Now that the custom fields are all set up, let’s create the on-demand workflows. The reason we’re doing this is so that after we get our advanced find results, we will have a way to assign the sources we find to contacts in bulk.

Here is the first workflow that I made. You will ideally want to make one of these for every option you created in your source fields. The reason here is because workflows won’t assign these options conditionally here, so having a specific workflow for each source means that we can assign these properly and accurately every time. Set your Scope for Organization and your Available to Run as On-Demand.

Now all this needs is an Update Record step. I want this one for my double opt-in form to know who was created from here. After this, I will make the other workflows for each source option. These only take a few minutes each, and though it may seem a little tedious, it’s worth it.

The Set Properties step will take you into the contact entity form, where you can select the specific source value that you want each workflow to update. In this case, I’ve chosen my double opt-in form:

With that, our custom source field is set up and our workflows are ready to fire when needed, so all that’s left is to set up an advanced find.

Now, one thing to remember about ClickDimensions is that your contacts and leads that were created by web content (or any ClickDimensions entity or process for that matter) will show as being created by your service user role. We’re going to use that as a starting point because that will be the key identifier to know if a contact or lead was created via a ClickDimensions entity and not another user or process. In this case, I’m the service user of this
CRM environment, so I can set the Created By to equal me. But if you aren’t the service user, simply adjust the criteria here to equal that user.

You will then want to select your next criteria, which will be a date. This is easier of course for things like events, but you can also reference things such as when you created a specific piece of web content, after you started a particular marketing campaign, or even the start of a quarter or calendar year. I’ll be using the Created On criteria here. But remember, the Created On Date can also be when the web content was created as that would be the earliest time for a submission. No matter what, we’re starting to see just how flexible and far (or short) reaching this can be for what we want.

This can change depending on how far back you need things to be. For mine, we’re going to adjust for something specific. At the end of this, you will want to select both rows and have them grouped together using the Group AND functionality. When you select a row in an advanced find, it will become highlighted in blue, as you can see from my screenshot below. Once the rows are selected, click the Group AND button to group them.

We want the contact results to be created by this person and within or on a certain date. This ensures that we’re getting exactly who we need on our list and not any results from test form submissions that we all like to make as users.

First, we will add our criteria for the posted form.

Since we’re using web content in this example, we will want to add a page view specific to the desired entity. This helps narrow down things even further as every ClickDimensions form, survey and subscription management page comes equipped with a tracking script by default. That means you get page views associated with your submitted forms, surveys and subscription management pages. So, you will use the Type equals criteria under page views and simply select the web content value that correlates with the source you want. In mine, I have moved Form over to my Selected Values.

I do want to note that if you want to look for contacts created by something like an event registration, all you need do is simply change the entity you’re looking for. So, you would switch out posted forms and omit the page view records criteria as we won’t get one for an event participation record being created. With a quick adjustment of the advanced find criteria, we can adapt this over for a specific event. Here’s mine:

You may have to add an additional user to the search as well. A good way to do this is to add the service user and the name of whoever managed the event in CRM.

Let’s head back to my form example.

With our criteria set, here’s where I am in the end:


Our last step before we check our results is to edit our advanced find columns so we have more information about the results. By default, they show only a couple of columns, so be sure to click the Edit Columns button and add what you would like. Either way, it’s a good idea to include the Created On and Identified Columns, as those show the same date/time as when the contact record was created and identified as a contact. This confirms that our advanced find results are matching up with what we wanted to find.

Neat, right? Now let’s bring things together. I want my source field to show that these contacts were all created from the specific form, as that’s what my search was catered to in this case. Select all the contacts, click the Run Workflow button, then choose the appropriate workflow you want to run. In this case, we will be running the workflow I set up above to update the source field with the double opt-in form created earlier.

Now, all those contacts have their source updated! Depending on how many contacts or leads you may have and how much web content you use, these results can be staggering. With a custom field, a set of workflows and an advanced find, we can identify and record where these contacts and leads came from in a matter of minutes.

Last thing here: In the advanced find results, you can click Save As and save this as a personal view that you can use over and over again, or as a basis for more searches in the future. That process is also explained here.


Happy Marketing!

About the Author:

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Gia Gianakas is a ClickDimensions Marketing Success Manager.

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