Best Practice for Updating Campaign Member Response for Outbound Call Center

[XKennan]

Is there a way to update the campaign member response for leads without having to go in to the campaign history related list?  I understand that cross-object workflows and forumlas are not an option.  I don't want to write Apex.

I would like the campaign member status to be updated automatically in the course of agents making the call without having to access the campaign history related list.  Accessing the campaign history related list is complicated and unproductive in an outbound call center.

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[Erica Kuhl]

I passed your post along to an internal expert - but in the mean time, here is a Campaign Best Practice to look through. 

[XKennan]

The documentation provides a great overview on campaign management but it doesn't answer my question regarding streamlining the updating of member status in the course of interacting with campaign members.

I appreciate the documentation.  Good stuff.

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[jkucera]

Hi XKennan.  With Summer '09, you can get much closer to what you need with workflow only, but not quite there.

We introduced Lead and Contact derived fields on Campaign Member.  This means you can set up a cross object workflow field update on Campaign Member status if you change almost any standard lead or Contact field.

Example:

"When Lead Source changes to Adwords, update Campaign Member Status to Responded"

So what's the catch? This is a campaign member workflow, so it will only run when something "saves" the campaign member, not the lead.  You can fake a save on Campaign member using time based workflow, but as workflow rules cannot trigger workflow rules, this chain won't work.

At the end of a day, a best combination:

1) Create a campaign member field update workflow rule to change the status

2) Create a Lead trigger that updates campaign member upon Lead save so that the workflow rule is invoked

This is much simpler than a trigger alone as the workflow will fire for every campaign member that Lead is a part of where a trigger would have to loop through all campaign members for that Lead.

[XKennan]

It seems a little backwards, but it works.  Thanks for the direction.

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