Tracking Salesforce Pardot Form Submits / Completions in DTM

[scottt6073095]

Hi All,

I have never had this issue before with normal forms however with trying to track form submits and even form completions from Salesforce Pardot forms Adobe analytics is always counting less form submits/completions then the Pardot platform. It is always very random sometimes 4% lower form submits then Pardot but can be as high as 50-60% at times. The higher the total the bigger the discrepancy between the 2 platforms however Pardot always has more submits (and they are valid because they also contain the information from the user who filled out the form). So Adobe is somehow missing out on form submissions which I assume it may be because Pardot fires really fast at the top of the page and Adobe is slow and probably misses out on a number of form submits.

Any help or tips would be greatly appreciated on how to sync the totals.

thank you,

Scott

[Hyder_Ziaee]

Hi Scott,

Are you serializing the Adobe events?

In case of forms being submitted twice in the same visit, the events, will not be counted (if serialized).

[jantzen_b]

Hi Scott,

I'm assuming you are using DTM to fire your Analytics beacon since this is in the DTM section of our forum. Can you tell us how you've set up your rule? Are you using a page load rule or an event-based rule to fire the beacon?

Thanks.
Jantzen

[scottt6073095]

Hi,

Yes, I am using DTM. I am also using a event based rule to fire a completion event and a direct call rule to fire a form submit.

the adobe submits are higher on Jun 3 and 4 because I turned off event serialization however there are email records that don't show up in adobe submits / completions that are in pardot. I think maybe pardot is firing too fast and 30-40% of the time adobe is too slow to react.

Is there a way to setup some kind of adobe dtm callback so that we can wait for adobe to do its thing then fire pardot however I doubt it since it's just an image request? I know I can just use a delay hack but trying to find other methods before trying this one.

this is by far the craziest form I have ever tried to track in Adobe Analytics.

any thoughts or tips would be helpful, thanks in advance

[jantzen_b]

Alright, so you've actually got two different rules that fire two different beacons? Can you provide more details on the timing of everything? I'm looking for something like this:

1. Page containing the form loads
2. Analytics page load rule fires
3. User fills out form and clicks Submit button
4. Direct Call rule fires
5. Confirmation page loads
6. Event based rule fires

If you can provide the ideal scenario and what is actually happening, I'll hopefully be able to provide a suggestion.

[scottt6073095]

Hi Jantzen,

Page containing the form loads from this url. - http://www.esri.com/location-strategy

its toward the bottom "get a free market profile" iframed custom form using a pardot handler to ping data back to pardot

1. Analytics page load rule fires - yes as well as other pages that are iframed into this page (form, SPA etc..)
2. User fills out form and clicks Submit button - triggers the _satellite.track('form submit');
3. Direct Call rule fires - event21 form submit fires. it's the _satellite.track('form submit');
4. Confirmation page loads - http://webapps-cdn.esri.com/CDN/page-templates/location-strategy/forms/confirm/main.html?sessionId=6...

we even capture the session ID in both systems and adobe analytics captures less than Pardot.

1. Event based rule fires - event29 form completion fires on thank you page based on condition that "adobeInfo" datalayer. Path = adobeInfo.landingPageInfo.pageType that will trigger event29 when string is "thank you page".

let me know if you need anything else as this is driving me bonkers.

Scott

[jantzen_b]

Scott,

Thanks for the additional information. Please let me know if any of my inferences are incorrect.

1. I assume there is nothing wrong with the page load rule and all beacons are fired with the expected variables
2. I'm guessing this is where we sometimes have the issue. You indicated the forum is inside an iFrame. Typically, we can work with iFrames, but sometimes they complicate things.
3. It sounds like the Event based rule is conditional upon the direct call rule firing. Is that correct?

A few other questions I have:

• Do you have DTM also deployed inside the iFrame as well or only on the page?
• Where is the _satellite.track() call being fired from? Inside the iFrame or on the page?
• Have you been able to reproduce the issue where it doesn't count?
  • Is it isolated to certain browsers/devices (Safari vs Chrome, Mobile vs Desktop)?

I'm going to CC a couple other people that might be able to help.

settytb​ ParitMittal​

Thanks,
Jantzen

[scottt6073095]

Hi Jantzen,

I’ll try and answer your questions the best I can.

1. I assume there is nothing wrong with the page load rule and all beacons are fired with the expected variables

Correct. There’s 1 Form that has errors on a confirmation page, but the other’s work without errors.

1. I'm guessing this is where we sometimes have the issue. You indicated the forum is inside an iFrame. Typically, we can work with iFrames, but sometimes they complicate things.

Most of the forms show a modal box with and iframe which shows the confirmation page. In javascript, I set the iframe source (src) dynamically, so the adobeInfo object get updated when loaded.

1. It sounds like the Event based rule is conditional upon the direct call rule firing. Is that correct?

Yes, so when the event “dataelementchanged” sees “thank you page” string appear then it triggers a form completion

1. Do you have DTM also deployed inside the iFrame as well or only on the page?

The confirmation page and form page has the javasdcript include in the head section of the page. When the confirmation page is loaded, the script is executed as well.

1. Where is the _satellite.track() call being fired from? Inside the iFrame or on the page?

I call _satellite.track() at the top of the click handler (all forms)

1. Have you been able to reproduce the issue where it doesn't count?

• Is it isolated to certain browsers/devices (Safari vs Chrome, Mobile vs Desktop)?

It seems like everything fires ok on our staging servers, and fails on production.

Scott Tavares | Web Analytics

Esri | 380 New York St | Redlands, CA 92373 | USA

T 909 793 2853 x6140 | Twitter: @stavares_esri | stavares@esri.com | esri.com

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[jantzen_b · Accepted solution]

Thanks for answering my questions. It sounds like your setup should work, but I'm not an engineer. I would recommend opening a ticket with Customer Care. If they aren't able to solve it, they can open a ticket for our engineering group to possibly take a look.

When you open the ticket, It may be helpful to reference this thread so they can pull some of the information we've talked about.

In the meantime, other community members will continue to see this thread and they might be able to provide an answer.