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Heather_DeGrave
Heather_DeGrave
Level 2
October 13, 2021
Solved

Engagement Stream Content after Instance Copy

  • October 13, 2021
  • 3 replies
  • 6047 views

Hi everyone,

 

We are embarking on an instance copy as we need to switch CRM integrations. I am looking for information or suggestions to reduce or eliminate duplication of emails sent to contacts from an engagement stream.

The activity history is not copied over, so if we can only upload the contacts, everyone would start at the beginning of the streams again based on their areas of interest. Many have already been exhausted with the current content and will only receive a new email from a stream when we add new content. We have 10+ engagement programs with 4-10 emails each. 

 

Has anyone ever gotten around this limitation before so that leads were not restarting in the streams? 

 

Thank you!

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Best answer by falvares

@falvares 

Would it work to let all current members exhaust the current content and adding new members to the program as "paused"? When we move to the new instance, all leads with "normal" status start in steam 2 with all of the new content, while anyone "paused" is added to stream 1 with all current/previous content that they have yet to receive? All new content would be added to stream 2 only.

 

In my head, it makes sense and sounds like it would be less work than moving each current email into its own program.


Hi @heather_degrave 

Definitely doable - if you are looking to create 2 streams, 1 for exhausted people and 1 for new people.

Other questions that come to mind are

  • How long do you have both Marketo instances running and will all members complete the engagement stream content in that time frame?
  • Are you going to add new members into the new program versus adding new members into the current engagement program

Either way, you would need to decide on a cut-off date that allows you to do the migration of leads.

Hope this helps.

3 replies

Jo_Pitts1
Community Advisor
Jo_Pitts1Community Advisor
Community Advisor
October 13, 2021

Heather,

To NOT answer your question, I'm going to ask one I find more interesting :)...Why are you doing an instance copy as part of a CRM integration change?

Cheers

Jo

Heather_DeGrave
Heather_DeGraveAuthor
Level 2
October 13, 2021

Hi Jo,

 

We are switching from Sales Force to Microsoft Dynamics. Each instance can only be connected to 1 CRM and if you need to switch or change the integration to a new one, then you must do an instance copy per Marketo. 

 

Thanks,

Heather

Amy_Goldfine
Amy_Goldfine
Level 9
October 13, 2021

Are you using emails or nested default content programs?

Amy GoldfineMarketo Champion & Adobe Community Advisor
Heather_DeGrave
Heather_DeGraveAuthor
Level 2
October 14, 2021

Hi @amy_goldfine 

 

We are using mostly emails within the streams. We do have 1 case of a nested program because the email within it is used in more than 1 program.

 

Heather

Chris_Willis1
Adobe Champion
Chris_Willis1Adobe Champion
Adobe Champion
October 15, 2021

Hi Heather,

 

Having used emails in your previous streams, you'll find the work to rebuild your nurtures somewhat more laborious but it is doable.

 

Engagement streams will "skip" content in programs based on program membership, and will skip emails within streams based on whether that record has been sent the specific email (based on ID, I believe) in the stream.

 

When you rebuild your engagement programs, I'd recommend using nested programs so you can backfill any previous cast recipients into the programs (nested programs also provide better analytics and can allow you to create skip rules based on prior/organic content consumption, which is another reason to use them). 

 

In each of your new nested programs, create an exception list (you can create a program status for this) based on a "Was Sent Email" backfill criteria for your past emails.  Assign these leads with a status of "Exception" or "Skip" (depending on your model - we have a specific default program channel designed for engagement program casts... we use "Exception" as our skip status) in your new nested programs.  Then, once the new programs are placed in your rebuilt nurtures, the program membership will tell the stream which emails to cast and which to skip. 

 

I hope that this helps. 

Chris Willis - Fractional GTM Operations Consultant
F
Adobe Employee
falvaresAdobe Employee
Adobe Employee
October 13, 2021

Hi @heather_degrave 

One option to consider is using default programs and adding the emails within these programs. The default programs are then added to the engagement streams.

This allows you to set advanced logic based on the default program membership to ensure people can skip or get the content again.

https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/drip-nurturing/creating-an-engagement-program/adding-a-program-to-an-engagement-program-stream.html?lang=en

This would mean you would take all the exhausted members and add them as a member to all the default programs. Similarly with people who only received a few of the engagement emails.

Yes, this would be a lot of work to do for 10+ engagement programs.

Hope this helps.

Katja_Keesom
Community Advisor and Adobe Champion
Katja_KeesomCommunity Advisor and Adobe Champion
Community Advisor and Adobe Champion
October 14, 2021

This actually relates to @amy_goldfine 's question. I would always suggest to put the emails you use in an engagement program into their own Default program, as the Engagement Program will recognize program membership and automatically skip a program in a  stream if the person is already member of that program.

It still means that in your instance migration you would manually need to restore program memberships (although there are ways to do that via the API if you have a team that are skilled in using this method), as the database is not migrated across in the instance copy.

    Heather_DeGrave
    Heather_DeGraveAuthor
    Level 2
    October 14, 2021

    Thank you both @katja_keesom and @falvares ,

    My understanding of this suggestion is that we move each individual email within an engagement stream to its own default program within the stream. Then when we move all leads over to the new instance, we would need to mark each individual person to be a member of all programs within the stream that they have already received so that they would not receive the email again?

     

    We do have 1 program set up this way in our current instance as it is referenced in 2 engagement programs and there are many people who are in both. For the smart list of the default program, we have member of  engagement program and was not sent the email before. How would this differ if we were to use this new set up? Would the smart list be member of engagement program and member of program is not the default program for the individual email?

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