StarterPak: GoToMeeting and Dynamics CRM 1.2

Transcription

1 StarterPak: GoToMeeting and Dynamics CRM 1.2 2/10/2016

2 Important Notice No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, photocopying, recording, or otherwise, without prior written consent of Scribe Software Corporation. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this book, Scribe Software Corporation assumes no responsibility for errors or omissions. This publication and features described herein are subject to change without notice. Scribe Software Corporation makes no representations or warranties, either expressed or implied, by or with respect to anything in this manual, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages. Disclaimer The names of companies, products, people, and/or data used in window illustrations and sample output are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. Trademarks Scribe Online is a trademark of Scribe Software Corporation. All other products or services mentioned in this document are identified by the trademarks or service marks of their respective companies or organizations. Scribe Software Corporation disclaims any responsibility for specifying which marks are owned by which companies or organizations. Publishing Information Scribe Software Corporation. All rights reserved.

3 Contents GoToMeeting And Dynamics CRM StarterPak 1 About The StarterPak 1 StarterPak Contents 1 Requirements 2 Preparing The StarterPak 3 Using The StarterPak 5 Frequently Asked Questions 6 Why do I need to paste data into a CSV file? 6 How do I add WebinarName, WebinarID, and LeadSource to the CSV file? 6 Why do I need to add a Custom Entity? 7 Known Issues 8 Polling And Survey Data Not Synchronized 8 Import Polling Or Survey Questions Into Dynamics CRM 8 Update Text Metadata 8 Duplicate Contacts And Leads StarterPak: GoToMeeting and Dynamics CRM - i -

4 GoToMeeting And Dynamics CRM StarterPak GoToMeeting And Dynamics CRM StarterPak Welcome to Scribe s StarterPak for GoToMeeting Attendee Reports. This StarterPak allows you to easily import webinar attendee information from GoToMeeting into your Dynamics CRM system. This document walks you through what you need to implement the GoToMeeting And Dynamics CRM StarterPak, and provides tips and tricks to help you efficiently load GoToMeeting attendee reports into Dynamics CRM. Importing your GoToMeeting attendee information can boost your customer intelligence. Your sales representatives see your webinar prospects or customers who registered and attended, including their interest score, questions they asked, and how long they were in the webinar. Your marketing team can use this information for deeper intelligence and reporting via Dynamics CRM to select prospects and customers for targeted nurture campaigns and better lead qualification: Sales A sales representative can discover, for example, that a prospect attended two of your webinars but left early for both. With this information, the salesperson can tailor the conversation to find out if the prospect found the webinar helpful, if there were there any questions or concerns, or if the product/offering/information was appropriate for the customer s needs. Marketing Your marketing personnel can use the reporting and analytics to find patterns with webinar attendees. Based on these patterns, they can segment attendees for specific marketing campaigns and activities. The StarterPak creates a new lead record if none exists, so new webinar attendees are entered into the Dynamics CRM system quickly and accurately without manual data entry. About The StarterPak StarterPak Contents This StarterPak is available from the Scribe Downloads page as a downloadable ZIP file called ScribeSolutionPak-GoToMeeting-DynamicsCRM_v1_2.zip, which includes: ScribeSolutionForGoToMeetingForCRM_2_0_0_managed.zip A managed solution for Dynamics CRM 2011 On-Premise and Dynamics CRM 2013 On- Premise. When you import the managed solution, it creates a custom activity type, Webinar, in Dynamics CRM to store the webinar attendee information. ScribeSolutionForGoToMeetingForCRM_2_1_0_managed.zip A managed solution for Dynamics CRM Online and On-Premise, 2015 and above. When you import the managed solution, it creates a custom activity type, Webinar, in Dynamics CRM to store the webinar attendee information. GoToMeetingAttendees.csv A template in CSV format used to import your GoToMeeting Attendee report data. GoToMeetingToDynamicsCRM.xml An XML file containing Scribe Online Basic maps with the mappings between your report data and Dynamics CRM. 1.2 StarterPak: GoToMeeting and Dynamics CRM - 1 -

5 GoToMeeting And Dynamics CRM StarterPak Requirements In addition to the StarterPak, your site needs: A trial or paid subscription to the Scribe Online Integration Services (IS). A location to save the GoToMeetingAttendees.csv file that is available to Scribe Online. Scribe suggests that you save the.csv file to..\program Files [(x86)] \Scribe Software\Scribe Online Agent\DataExchange\ on the computer on which the Scribe Online On-Premise Agent is installed. Access to a Dynamics CRM Organization, version 2011 or higher: o o Credentials and permissions to create and update Lead, Contact, and custom entity records. The Webinar Custom Activity installed. To create this custom activity, import the managed solution into your Dynamics CRM system. After importing the managed solution, the Webinar Activity is available. The StarterPak mappings follow the standard workflow in Dynamics CRM, in which prospects are entered as Leads, and Leads are qualified as Contacts. If your business processes are different, you may need to change the StarterPak mappings to fit your needs. For information, see Linking Data Fields And Data Preview. StarterPak: GoToMeeting and Dynamics CRM

6 Preparing The StarterPak Preparing The StarterPak This section describes preparing the StarterPak. For information on configuring source and target connections in Scribe Online, see the Scribe Online Help Center. 1. Download the ScribeSolutionPak-GoToMeeting-DynamicsCRM_v1_2.zip file and extract the files to a location that can be accessed by Scribe Online. 2. Establish a naming convention. Scribe recommends your site implement a standard naming convention for the Webinar CSV files, such as: <WebinarName>_Attendees.csv 3. From GoToMeeting, generate and save a GoToMeeting Attendee Webinar Report. 4. Copy and paste 10 to 15 rows from the GoToMeeting report into the GoToMeetingAttendees.csv file that is part of the StarterPak. 5. Save the file with your naming convention, such as WebinarTest_Attendees.csv, to a directory that Scribe Online can access, for example,..\scribe Software\Scribe Online Agent\DataExchange\, on the computer on which the Dynamics CRM On-Premise Agent is installed. This sample file allows you to easily test the StarterPak against your data. 6. On the Entities tab, you must name the text entity GoToMeeting: 7. On the Entity tab, specify a file name with wild cards, so your Marketing users can give files meaningful names to reflect your naming convention and Scribe Online can find all of the files. In this example, Scribe Online processes all.csv files that contain the word Attendee. 8. On the File Format tab, select Field names in first row. 1.2 StarterPak: GoToMeeting and Dynamics CRM - 3 -

7 Preparing The StarterPak 9. On the Fields tab, click Preview to make sure your data looks as expected. If needed, go back and make changes. To help manage your files, Scribe recommends creating two Text Source Connections that are identical, except for the After processing the file setting. This allows Scribe Online to walk through each Attendees.csv file once per map and delete or move the file after processing has completed. Give each Connection a name that indicates its use, such as GoToMeeting Source and GoToMeeting Source Last. When you create the two Text Source Connections: Set one Connection to Do Nothing. Set the Do Nothing text source to all maps except your last map. Set the second Connection to move or delete the file. Assign the move or delete connection to your last map. 10. Configure the Dynamics CRM Target Connection as described in Scribe Online Connector For Microsoft Dynamics CRM. Make sure that you have the credentials to insert and update Contact, Lead, and Custom entities. 11. Import the appropriate Dynamics CRM custom solution for your Dynamics CRM version: Dynamics CRM 2011, 2013, and 2013 SP1 ScribeSolutionForGoToMeetingForCRM_2_0_0.zip Dynamics CRM 2015 and above ScribeSolutionForGoToMeetingForCRM_2_1_0.zip 12. Configure the Solution as described in Configuring An IS Scheduled Solution. From the Maps page of the Solution Wizard, click Import, and then browse to and import the GoToMeetingToDynamicsCRM.xml file that contains the maps required for the StarterPak. For information, see Exporting and Importing Maps. The maps you import show as "Incomplete." Open each map and configure the source and a target connections and, if needed, make changes to the maps to suit your business requirements. StarterPak: GoToMeeting and Dynamics CRM

8 Using The StarterPak Using The StarterPak 1. From GoToMeeting, generate and save a GoToMeeting Attendee Webinar Report. 2. Copy and paste the information from the GoToMeeting report into the GoToMeetingAttendees.csv file that is part of the StarterPak. 3. Save the file to a directory that can be accessed by Scribe Online. Scribe suggests that you save the.csv file to..\program Files [(x86)]\ Scribe Software\Scribe Online Agent\DataExchange\ on the computer on which the Scribe Online On-Premise Agent is installed. 4. When you run the Solution, Dynamics CRM reads the CSV file and processes the attendee records, based on your specifications: a. Add Webinar Activity to Existing Contacts: Match Create new Webinar Activity related to Contact. No Match Generate error message that no Contact record exists. b. Create New Leads from Webinar Attendees: Match Process the record but do not create a new lead. No Match Create new Lead record. c. Add Webinar Activity to Existing Leads: Match Create new Webinar Activity related to Lead. No Match Create error message that no Lead exists. 1.2 StarterPak: GoToMeeting and Dynamics CRM - 5 -

9 Frequently Asked Questions Frequently Asked Questions Why do I need to paste data into a CSV file? How you set up GoToMeeting and the information you require from your attendees varies for each webinar. Scribe provides a CSV template to ensure a consistent integration experience for every webinar. You simply copy data from your GoToMeeting Attendees report and paste it into the GoToMeetingAttendees.csv template file, then save it to a folder. Dynamics CRM handles the rest. With the template, you configure your Solution once, not every time you import an Attendees report. Your webinar organizers can request the information they need, massage it, and create a lead source without interacting with unfamiliar software. If you add a field to your maps, add a new column in the GoToMeetingAttendees.csv file. How do I add WebinarName, WebinarID, and LeadSource to the CSV file? For most columns, you can simply copy and paste the data directly from your GoToMeeting Attendees report to the CSV template. However, the WebinarName, WebinarID, and LeadSource columns in the CSV template require special handling: WebinarName The Webinar Name is located in the header information of the Attendees report. Copy the name from the report header to each row of the template that contains data in the WebinarName column. WebinarID The Webinar ID is located in the header information of the Attendees report. Copy the Webinar ID to each row of the template that contains data in the WebinarID column. StarterPak: GoToMeeting and Dynamics CRM

10 Frequently Asked Questions LeadSource Optionally enter a Lead Source value from the Lead Source dropdown of the Dynamics CRM Lead page for this contact. The Lead Source field must either be a valid Lead Source value from the Lead Source drop-down or blank. If you enter a value in Lead Source that Dynamics CRM does not recognize, an error occurs. Why do I need to add a Custom Entity? Scribe uses a Custom Entity, which offers a number of benefits over adding custom fields to existing Entities: Prospects and Customers may attend multiple webinars. Adding custom fields to a Lead or Contact does not allow you to associate many webinars to a single Contact or Lead record. A Custom Entity allows for easier and more powerful reporting. Webinar Activity is listed in its own section and is easier to view. Lead and Contact records do not require extraneous "custom fields that are only used for a very specific purpose. Changing or deleting custom entities is less risky than making bulk changes on existing entities, such as Contact or Leads. 1.2 StarterPak: GoToMeeting and Dynamics CRM - 7 -

11 Known Issues Known Issues The GoToMeeting And Dynamics CRM StarterPak was provides flexibility in a variety of business use cases. In some cases, the approach and mappings might create issues or conflicts with your business processes. Polling And Survey Data Not Synchronized We do not include mappings for polling or survey questions and responses. However, you can easily add the fields you need to address your requirements. Import Polling Or Survey Questions Into Dynamics CRM 1. Add custom fields for your survey questions and answers. 2. Add the corresponding columns to the GoToMeetingAttendees.csv file. Consider using a schema, such as Question 1/Answer 1, Question 2/Answer 2, and so on, to allow you to consistently map your Survey questions from multiple webinars. 3. Update the metadata in your CSV file as described below. Update Text Metadata If you add fields to your CSV file, you must update the metadata before the new fields are available for mapping. 1. On the Fields tab of the Text Connector configuration page, click Revert. For more information, see Connecting To Text File As A Source. 2. Click Test Connection. When you next open a map that includes the text file, your new fields display in the Maps window Fields tab. For more information, see the Scribe blog post Adding Fields to a Text Connection in Scribe Online Synchronization Service. StarterPak: GoToMeeting and Dynamics CRM

12 Known Issues Duplicate Contacts And Leads If a Contact record is created without converting an existing Lead, the StarterPak creates a new Lead for each attendee record, along with a corresponding Webinar Activity record. In this case, the attendee has records in both the Contact and Lead objects, as well as two webinar activity records: one for the Contact and one for the Lead. Depending on your business requirements, you may want to consider one of the following options: Delete the Contact map In this case, the StarterPak adds Webinar Activities to existing Leads or creates new Leads with a Webinar Activity. Delete the Lead maps In this case, Webinar Activities are added only to existing Contacts. Use the Lead map as an example to create new Contacts if they don t exist Delete the Lead maps so no Leads are created. Delete or merge any new Lead when they occur If your process requires that Contacts be created from Leads, consider this approach. 1.2 StarterPak: GoToMeeting and Dynamics CRM - 9 -