Onboarding Campaign for Account Contacts

[Jeff_Smith3]

We have a current onboarding campaign that triggers when a SFDC opportunity closes (using Opportunity is Updated trigger with trigger attribute: Entitled Issued field becomes True and previous value is False). This triggers all contacts under that opportunity to receive a series of emails that onboard them as new customers. Our goal is to onboard all contacts under the account, not just under that opportunity, when an opp closes. Is this possible? I don't see a trigger that looks for account changes, and the Opportunity is Updated trigger won't look for other account contacts that aren't under that opp, will it? Thanks for any advice.

[Devraj_Grewal · Accepted solution]

Using the opportunity trigger will only trigger for those contacts attached to it, not everyone in the account. So a workaround here is to use a field on the contact (account fields won't work as Marketo cannot write to account fields) that is updated at the same time as this opportunity. You can ask for SFDC admin to set this up, just have a contact field populate when the opportunity is updated. Then you can use a "data value changes" trigger and all contacts in that account will qualify.

[Jeff_Smith3]

Thanks Devraj! That sounds like a good solution.

[Jeff_Smith3]

One follow up question, if you don't mind. This method will onboard any contact under that account at the time that value changes. What would you recommend setting up for new contacts that get added a week later, for example? There is the Added to Opportunity trigger, but in the case that someone gets added under the account, but is not associated to the closed opportunity, do you have any recommendations of how to pick them up in the onboarding flow? There would be a window (say a month or two) where new contacts could get picked up in the onboarding, and after that time they would not. Thanks!

[Devraj_Grewal]

Don't mind at all. Could you provide a screenshot of the flow? I'm thinking that what you can do is clone this trigger campaign and remove the trigger in the smart campaign and it will become a batch campaign. The smart list will be the field that is going to be checked on the contact and set that to true. Also bring in the filter of "member of smart campaign: false" and select the trigger campaign. Set rule logic to "all". This ensures that those with that data value checked will qualify for this campaign, but no one who is already in the trigger smart campaign will qualify. The flow remains the same. The schedule will be daily and set so leads can only run through the flow once.

[Jeff_Smith3]

Very nice, thank you! That will rely on SFDC account owners making sure that new contacts have that field (whatever it ends up being) marked as true in order to qualify for the recurring batch campaign, but that should be a sufficient solution. Thanks again!