March 2024 Release (V9)

The Guided Selling March 2024 Update is now available for installation. Below, please find the implementation steps, a list of new features, and links to new Support articles.

Revenue Intelligence Package Dependency - To install the latest version of the Guided Selling version you will need to have installed version 1.101 of the Revenue Intelligence package or later. This installation must be made before installing the latest Guided Selling version.

Sandbox Testing Required - All installation of Guided Selling requires sandbox testing to ensure compatibility with all of your core workflows and business-critical steps that have been customized in Salesforce.

Guided Selling March Update

The Guided Selling March 2024 Update provides key updates including expanded support for Sequence Re-Entry, performance enhancements, and but fixes.

Implementation Steps

Steps by Package Version

Follow the steps below to upgrade to the Guided Selling December 2023 Update release based on your installed version. Not sure what version you are using? Ask your Admin to check the version of the installed packages within Salesforce’s setup admin.

Installing Guided Selling for the First Time

For customers installing Guided Selling for the first time you can take a look at our getting started guides to make sure that your admins are installing and configuring the package for use by your team.

Upgrading from Guided Selling v8.19

Some organizations have reported that actions vanish or disappear from Engage immediately after upgrading. If you encounter this and do not see the " PopulateSeqAssociationLookupBatch" running in your Apex Jobs list, follow the steps provided in the article linked here to manually start the batch: Manually Run Sequence Associations Backfill Batch

Processing time for this batch depends on the volume of records in your Salesforce instance. We recommend running installs after business hours to avoid impact to your end users.

Disable Campaign and Campaign Member Triggers (Optional)

When upgrading from some older versions of Guided Selling, we’ve observed instances where trigger settings will default all objects on. Some organizations choose to disable certain triggers to reduce the number of concurrent batch jobs and triggers running in the background. As a best practice, we recommend enabling triggers for objects you have Sequences created for.

If your organization contains many Campaign and Campaign Member records and Campaign sequences are not being used, we strongly recommend disabling the Campaign and Campaign triggers for performance purposes.

Navigate to the Guided Selling App | Settings | Triggers
Validate your list of enabled triggers. For instance, if you are not running any Campaign Sequences, consider disabling Campaign and Campaign Member.

Assigning Batch Owners:

Click the Set batch owner button on the Sequence Settings > Batches page. This will initiate new Apex Jobs and ensure they are owned by your user.
Navigate to the Users section on Sequence Settings and click Grant all permissions to ensure the Guided Selling Standard Object Permissions is current based on your Sequences Entrance and Exit criteria.

Upgrading from Guided Selling earlier than v6.53

Disable Campaign and Campaign Member Triggers (Optional)

Navigate to the Guided Selling App | Settings | Triggers
Validate your list of enabled triggers. For instance, if you are not running any Campaign Sequences, consider disabling Campaign and Campaign Member.

Assigning Batch Owners:

Click the Set batch owner button on the Sequence Settings > Batches page. This will initiate new Apex Jobs and ensure they are owned by your user.
Navigate to the Users section on Sequence Settings and click Grant all permissions to ensure the Guided Selling Standard Object Permissions is current based on your Sequences Entrance and Exit criteria.

Delete rdnacadence__Unique_Id__c from Participant Sequence History object.

This is a legacy field that is deprecated, though if left in an org it will cause issues in future upgrades.

Replace the legacy Template Edited field on the Participant Action object.

Update the page layout for the Participant Action to include the unused “Template Edited” field and remove the legacy one currently on the page layout.
Delete the legacy Template Edited field from the Participant Action (must be done on Salesforce Classic)

Disable legacy Process Builders:

Rollup Field on Participants(Email Replied)
Rollup Field on Participants(Email Sent)
Rollup Field on Participants(Email opened)
Rollup Field on Participants(Is Deferred)
Rollup Field on Participants(Is Performed)

New Functionality in the March 2024 Release

New Repeatable Sequence Functionality

What’s New?

We have updated the logic for Repeatable Sequences (formerly named Sequence Re-Entry) within Guided Selling. We now allow for Repeatable Sequences across both Manual and Automatic sequences and have removed restrictions around when reusability was possible.

Why Was This Built?

Previously, repeatable sequences were only available for automatic sequences and for participants who had completed all steps in the sequence before their removal. This was limiting as it did not provide full control to users to be able to use the same sequence more than once based on a business need. The result required duplication of sequences to try to ensure that participants were added to the same engagement strategy multiple times.

How Does It Work?

When building a sequence, all sequences now have an option to “Enable Sequence Re-Entry”. When this setting is enabled, a participant will be eligible to be re-enrolled into a sequence if they match the entrance criteria and have previously been removed from a sequence or completed all sequence steps.

Sequence Re-Entry

Note that there are special cases with repeatable sequences of note:

When a user attempts to remove a participant in an automatic sequence that is repeatable, and the participant matches the entrance criteria but not the exit criteria, they will not be allowed to remove the participant from the sequence with one click. This is to avoid scenarios where a participant gets stuck in a loop in the same sequence. In this case, reps will be alerted to update the participant to match the exit criteria of the sequence to successfully remove the participant.
In cases where a participant is removed from a repeatable sequence based on an email reply, they will not be allowed to be added back to the same sequence to avoid any recursive loops in the case that they still match the entrance criteria and would otherwise be added back to the same sequence.

Associating Sequence Actions with Conversation Records

What’s New?

New fields on the Revenue Conversation object to link a sequence action with an email, call, SMS, or task activity performed through Revenue.

Why Was This Built?

By creating an association with a sequence action, Sales Managers and Revenue Operations will get a deeper understanding of the outcomes of sequence activity and track down the sequences and actions that are driving the most successful outcomes across your team’s activity. With this new lookup, there is a direct linkage between a sequence action, activities that were completed, and the outcome of those activities via conversation data that can be used in salesforce reports and dashboards.

How Does It Work?

Once you have the new package installed, a new Sequence Action lookup field is added to the Conversation object. When a Guided Selling user completes a call, SMS, email, or task action then the lookup field is populated with the corresponding sequence activity on the conversation record associated with the completed activity.

Expanded Logging of Email data to the Conversation Object

What’s New?

We have further expanded the insights on the Conversation object to include insight around Email opens and skipped actions.

Why Was This Built?

These fields are part of a larger effort to fully migrate all of the Guided Selling activity insights to the conversation record for easier reporting and access

How Does It Work?

Upon installing the latest version of the Guided Selling package, we have added the following fields to the conversation object which will be logged based on the types of activities performed via Guided Selling

An “Email Opened” checkbox field is set to true if an email is opened.
An “Email Opened Date” date/time field to capture the time when an email was opened.
A “Skipped Action” checkbox is set to true if an action is skipped automatically or via a rep.

Additional Features

Support for Granular permissions for Google Connected Accounts - We have introduced a new way for Google users to connect their accounts to Revenue via OAuth. This new method allows security teams to have granular control over the permissions and data that they expose to Revenue for connected users. Interested in learning more? Reach out to our support team.
Bug Fixes and Technical Updates

Bug Fixes and Enhancements

A fix for the latest disposition field not being set on conversation records
Fixes for the backfill job not updating
Fix for cases where particpants were not removed on Campaign sequence deactivation
Updates to SMS tasks on engage when opt out is selected
A fix for automated emails being rescheduled according to batch owner time zone instead of action owner time zone
Fix for participants enrolled in de-activated campaign being associated during activation of new sequence
Fix for disabled Participant Actions still showing in Engage
Fix for the ability to manually add participants to sequences via a list view.
Updates to merged record behavior
Updates to email and call actions are not being skipped when ‘Email Opt Out’ and ‘Do Not Call’ fields (of participant) are selected after associated with sequence.
Updated handling of drip sequence first actions when triggered outside of business hours

Patches

The following are updates to the Version 9 package with incremental improvements. The package that should be installed by customers is the latest patch version.

Patch #1

Technical Improvements:

Updates to limit Apex CPU time limits being exceeded

Bug Fixes:

A fix for errors during data load from ParticipantEngineAsync
A fix for Participant Sequence Association record and Disabled Actions not being deleted when Deleting de-activated Sequence
A fix for an issue of the first email action in a drip sequence being executed outside of business hours.
A fix for cases where a participant was unable to re-enter Repeatable Sequence if all actions were not completed on previous entry

Patch #2

Bug Fixes:

A fix for an issue which caused incorrect values in rollups related to email events (like number of emails sent, opened or replied and links clicked).
A fix for an issue where a very large number of actions on the Engage page would cause a Salesforce heap limit to be hit.
For sequences that have exit criteria based on the call disposition, a call with a disposition that should cause the Participant to exit the sequence would fail to create a Task activity for the participant to log the call details. This has been fixed.
Fixes an issue where delegated sequence agents could not complete their assigned actions when the admin owned the participant.
Fixes an issue where User Name values are not properly displayed on the picklist of the Entry or Exit criteria edit view.
For customers that are on a patch version (eg 9.135.5), the app would show patch versions lower than that (9.135.4) because we weren’t accounting for the patch number.

Patch #3

Bug Fixes:

A fix for an issue where action execution dates were not being updated during our UpsertParticipantActions batch.
A fix for an issue where participants were not being added to Engage when a part of a Slow Drip sequence if they were not associated to the sequence on Day 1.
A fix for an issue where SMS actions with a status of undelivered were not being marked as performed.
A fix for an issue where drip sequences had too many rows selected.

Patch #4

Bug Fixes:

A fix for cases where cloning a sequence from a view page opens the original sequence
A fix for when the Drip queue feature doesn’t work for sequences that have a first action as an auto-complete task and leads are added manually.
A fix for cases where the most recently created Opportunity can trigger a participant in an opportunity sequence to exit incorrectly and/or may prevent association when an older Opportunity should be evaluated
Cases where multiple History records were being created in an opportunity sequence.
An update to display a user’s time zone as opposed to the local time zone within Engage.
A fix to scenarios when adding hyperlinks in emails, the option to open a link in a New window was not working.
Cases where an inactive user was set as an action owner, causing the association to a sequence to fail.
A fix for an exception when updating the Entrance/Exit Criteria of an existing sequence when Sequence the sequence has account fields set in the exit criteria of the sequence.
Cases where multiple association records were being created on the association to an opportunity sequence.
Opportunity Sequence - Manual association creates multiple Sequence Association records
Issues where the lead participant sequence history record was not being migrated to a contact record on lead conversion.
An update to address heap size issues when presenting analytics for an individual sequence action.

Patch #5

Technical Improvements:

Remove non-essential permissions for Report access granted to non-admin users

Bug Fixes:

If Exit Criteria for a sequence uses Custom Logic, Exit Criterion Met on Participant Sequence History will now save the specific criterion that caused the participant to exit

Last updated on March 4, 2025