How do I prevent a negative behavior score change/deduction from triggering a trigger-based smart campaign?

[Rahul_Ravulapat]

How do I prevent a negative behavior score change/deduction from triggering a trigger-based smart campaign? In other words, if the attribute "Behavior score" changes whereby new value is less than previous value, I do not want my trigger-based smart campaign to fire? On the flip side, if the attribute "Behavior score" changes whereby new value is more than previous value, then only do I want my trigger-based smart campaign to fire.

I am using this trigger-based smart campaign as part of my overall Lead Scoring Program.

Any thoughts/insights anyone can share would be greatly appreciated. Ty!

Rahul

[Rahul_Ravulapat]

Thanks everyone for all the insights and suggestions. By exploring all these options, I was able to come up with a solution that works best for my particular use-case. Much appreciate all the support received on this topic. 

[SanfordWhiteman]

Please mark somebody's answer as correct, thanks.

[Rahul_Ravulapat]

To further elaborate,  I am talking about when a lead has behavior score deduction (for example....like deduction of 20 points to the behavior score) so when that happens if the attribute "Behavior score" changes whereby new score is less than previous score, I do not want my trigger-based smart campaign to fire (in other words, ignore that deduction (ignore that particular behavior score change). Hope this helps with the clarification in troubleshooting this issue. TY

Rahul  

[Jay_Jiang]

like this 

[Rahul_Ravulapat]

Hi Jay,

Thanks for the suggestion but that approach will not work for my particular use-case since it is dependent on inserting static values for both new value and previous value and it needs to be irrespective of any particular score. So I am back to my original inquiry about how to setup the smart list logic of when a lead has behavior score deduction (for example....like deduction of 20 points to the behavior score) so when that happens if the attribute "Behavior score" changes whereby new score is less than previous score, I do not want my trigger-based smart campaign to fire (in other words, ignore that deduction (ignore that particular behavior score change).

Rahul

[Jay_Jiang]

Can you show what you've tried, or describe the business problem you're trying to solve.

The above example is what we use to promote leads from Known to MQL status (lead score > 60 = MQL). What's your problem?

[Rahul_Ravulapat]

My business use-case problem is I am using "data value changes" for attribute "behavior score" and whenever there is a deduction in behavior score, people are running through that trigger-based smart campaign and I do not want people to run thru the smart campaign if there is a deduction in their behavior score (only want people to run thru the smart campaign for addition of behavior score). Hope that makes sense. Let me know your insights. TY

[Jay_Jiang · Accepted solution]

Your explanation hasn't made it any clearer. Anyway, if you have only a few standard increments e.g. only ever +5, +10, +15 or +20... you can add them all to a campaign

If you want to trigger on any amount of increment to the score... you will need two custom fields and a webhook. 

[Michael_Florin]

So you have a Smart Campaign that runs every time a score changes? And you don't want it to run when the score decreases, instead you only want it to run when the score increases? What is this Smart Campaign doing?

There is surely no constraint available that states: Only fire trigger if new value > previous value. That kind of logic could only be achieved outside of Marketo, aka through a webhook, as Sanford said.

But again: I would want to know what your Smart Campaign is supposed to be doing. The only time we use a score change to trigger something is if it reaches a certain threshold, as in Jay's example.

[SanfordWhiteman]

I think the idea is that 50 to 60 triggers, as does 60 to 70 and 70 to 80.

But I agree with you that every single increase being "interesting" is kinda strange.

[Rahul_Ravulapat]

I am interested in rather the deduction of behavior score triggering the smart campaign rather than increase in behavior score. I want to prevent my trigger-based smart campaign from running whenever there is a deduction of behavior score. I want smart campaign to ignore that deduction (ignore that particular behavior score change).

[SanfordWhiteman]

Set an Interesting Moment "score bumped" alongside any score increase & trigger on that.

Or (what I'd do myself) use a webhook to manage scores.

[Rahul_Ravulapat]

You mentioned utilization of webhooks to manage scores but I am unclear on the utilization of such a methodology considering I have a lead scoring program in-place. How does webhooks integrate with my lead scoring program? Please further elaborate in greater details. TY

[SanfordWhiteman]

How does webhooks integrate with my lead scoring program?

You would replace any Change Score flow step with a Request Campaign.

The requested campaign(s) would run Call Webhook, providing current lead score fields together with one or more Program-level {{my.tokens}}. 

Then the webhook-compatible service in the other end can apply robust intelligence to whether/how scores should be updated + whether the score change is considered "interesting" (based on the number and direction of the ±delta or any other factors).

[Rahul_Ravulapat]

Hi Sanford,

Rather a novel idea but I am interested in the deduction of behavior score versus a score bump so I am uncertain how "has interesting moment" trigger will resolve the issue I am encountering. Can you further elaborate? TY

[SanfordWhiteman]

Rather a novel idea but I am interested in the deduction of behavior score versus a score bump

No, you're uninterested in deductions (decreases), according to your post.  You're only interested in triggering on increases.

I'm describing a setup where you log an Interesting Moment directly after you do a Change Score that results in an increase. By triggering on the IM (not the Change Score itself) you ignore decreases.