Flames are Missing and Urgency Value is Empty

[Anonymous]

A few weeks ago, we deployed and configured Sales Insight and our Lead Scoring. And for several days, stars and flames beautifully projected themselves to our team. As new leads came to us from our website and marketo forms, the priority and urgency seemed to work.  Also, when we deployed sales insight and lead scoring, we carefully followed all the steps from Marketo’s help articles, best practices, and other materials.  However, we came back from the weekend and all flames are now gone for EVERY single lead we have --- including new ones that come in.  The stars (lead score) are still visible.

Lead scoring is still occurring. But the “Urgency Value” field from Marketo to Salesforce is also now empty across old and hot new leads.  Again, all Flames are also gone – empty.



Our settings under Marketo > Admin > Sales Insight > Scoring Fields are configured to the following:

Stars: Lead Score
Flames:  Behavior Score

From my understanding, the Flames are calculated by the most dramatic increase in behavior scores relative to all other leads.  So, why are they are empty for every single lead in our database?

We already opened a support ticket, but the problem has yet to be resolved.  As a result, we have put several marketing programs on hold.  Support sent us a link to a basic lead scoring article in the community, which we already understand well and followed. We have also read other articles on the community but have not found a solution.

Any thoughts or suggestions?  Thank you so much!

[Anonymous · Accepted solution]

The screen shot you provided only shows the Lead Score field being updated, but not your Behavioral Score field.  Do you have a smart campaign that is updating it and can you see evidence that it is being updated?  If not, there will not be recent jumps in the score and you will have no flames.  Which of the two models suggested in the Configure How Lead Scoring Impacts Best Bets in Marketo Sales Insight help article are you using?

[Anonymous]

Thanks Elliot. 

We have insight configured to Model 2:

Stars: Represents Total Lead Score
Flames:  Behavior Score

However, we noticed that the "change score" flow steps in all our smart campaigns (directed by our consultant) are all set to "Lead Score" as the score name, not demographic score or behavior score. 

I'm assuming we need to manually change the score name, under the change score flow step, to behavior score.  However, will we have to clone these campaigns in order for the total lead score to still be accurate as "Total" lead score?

Second Question, does total lead score automatically include campaigns that have the Score Name "demographic score" & "behavior scores"? 

Thanks a bunch Elliot. You rock!!!

I'm also providing an example of our lead scoring and one of the flow steps (others might find this helpful as they create their own lead scoring campaigns)

[Anonymous]

Ron, it looks like your scoring setup is similar to ours.  We have an Explicit / Demographic score field based on company characteristics, an Implicit / Behavior score field based on individual lead actions and a combined Lead Score field.  Since the changes in the combined Lead Score would be the same as the Behavior Score, you may want to (at least temporarily), base your Flames on Lead Score since that field is what has been and is currently being updated by your Behavior scoring smart campaigns.  That should restore your flames.

You shouldn't change the score field name in your existing Change Score flow actions, instead you should add another Change Score flow action that updates the Behavior Score field with the same increments that the other Change Score flow action does to the combined Lead Score field.

To summarize, the total lead score (Lead Score), does not automatically include campaigns that have the Score Name "demographic score" & "behavior scores".  You have to increment the Lead Score for behavior and the Behavior Score for behavior separately.