This post will take you through configuration and set up of ClickDimensions along with some tweaks in Dynamics CRM.
Products Used: Dynamics CRM 2016 & ClickDimensions
Features & Licensing:ClickDimensions pricing
Request a trial solution: If you are a ClickDimensions Partner, you can request 30-day trial from ClickDimensions.
Once you’ve submitted a request for a demo account, you will receive an email for ‘registration’. Registration includes a request for more details on your Dynamics CRM organization like:
- Date Centre Location
- MS CRM Version
- Organization URL
- Organization Unique ID (Can be found under settings>>Customizations>>Developer resources)
- Login ID
You will receive an email to download the managed solution shortly after you complete the registration form. Once you’ve download the solution, you can now import it into your Dynamics CRM organization.
Once the solution import is successful, refresh your CRM organization and you will be able to see the new entities & features.
Objective: To create a web form, integrate it into the website and Dynamics CRM. On submission of form, a ‘Case’ must be created in Dynamics CRM.
Limitation: ClickDimensions lets you create either a lead or contact (based on your selection in CRM) but not cases.
Tip: Create all custom fields and identify all standard fields which you would be using for your web form before getting into ClickDimensions configuration.
Following are the key steps to attain our objective:
Go to Settings > ClickDimensions > Domain > New.
Domain: ‘Name’ field on the form; this is where you will enter the ‘domain’ of your website. It must be without http and www.
Sub Domain Alias: This is not a mandatory field. If you don’t want to enter this, your web form URL will include ClickDimensions domain details and not your website’s. For example http://au-clickdimensions.com/smsmtcom-ae3mt/pages/oa0cnh1eeaa58q0a8uyoa.html. However, if you provide sub domain, your URL will include your subdomain, e.g. http://web.smsmt.com/smsmtcom-ae3mt/pages/oa0cnh1eeaa58q0a8uyoa.html
You can test your ‘sub domain alias’ by clicking on ‘Test Alias’ button.
If you see the following screen, that means you are on track.
If you do not have a sub domain alias yet and would like to set it up, visit ClickDimensions Setup CNAMEs page.
Create Form Fields
This is different from what you have done with your Dynamics CRM entities. This is entirely about the web form we want to place on our website. Go to settings > ClickDimensions > Form Fields > New.
Enter a name for your field, select a field type and type ‘Form Field ID’
Following are the types of Form Fields:
- Text (single line of text)
- Check Box
- Date & Time
- Hidden (to learn more, visit ClickDimensions blog on hidden field)
- List (drop down/pick list)
- Money (currency)
- Radio button
- Text Area (multiple lines of text)
- URL (website)
It is really important to have at least one email field on your web form. This would avoid duplication because email ID is checked against all CRM leads & contacts after submission. If the email ID already exists in CRM, data is updated against existing record, and if email ID does not exist in CRM, a new record is created.
Form Field ID: Enter any unique text here if you are going to use standard form builder (current scenario). But if you have to integrate your forms with a form capture visit this ClickDimensions Help page.
Once you click on ‘save’, mapping will be enabled on the form, so, that you can map it to lead or contact field or both.
Tricks on Form Fields: You might not immediately see your custom fields under ‘mappings’. You can overcome this issue by changing your field type to ‘list’ and then clicking on ‘publish custom fields’ under mappings. This will bring all your custom fields under mappings. Once done, you can change ‘field type’ back to its previous state (text in current scenario).
Read more about Field Mappings here.
Create Web Content
Go to settings > ClickDimensions > Web Content > New.
Enter an appropriate name, then select the type of web content you have. Lookup your domain. Under ‘Create new visitor as,’ select Lead or Contact if required. These are the types of web content that can be created:
- Form (current scenario)
- Landing Page
In ‘Auto response email,’ select a ClickDimensions email template and under ‘email subject’, type a suitable subject. Once you are done entering details, click ‘Save’. Once saved, you can now design your web form by clicking on ‘Design’. If you want your web form to be compatible and responsive for mobile devices, do select ‘yes’ in ‘Web Responsive’.
Once you click ‘Design’, below screen will pop up.
On the right hand side, you will see available fields for web form. After making changes, save the form and click preview:
Once ready, you can embed URL in your website or blog by clicking on ‘Embed’. For more details this page.
After your design is complete, click on ‘Publish’.
Every time a form is submitted on the website, a ‘Posted form’ and a ‘lead’ record is created in Dynamics CRM. Post Form is a ClickDimensions entity. Posted form includes info about any related lead or contact or both. To know more this page.
Limitation on Achieving the Objective
I could have used the lead record created after submission on website and converted it to a case via workflow automation of Dynamics CRM, but Clickdimensions creates a lead only once in the system with one email ID. Afterwards, if any submission comes from the same email ID, it will only update the existing lead record and not create a new lead. But as we know, ‘Feedbacks/Cases/Complaints’ can come multiple times from the same email ID; this didn’t work for me.
Solution: I used the ‘Posted forms’ instead of using leads. So, I created a workflow in Dynamics CRM, which was to create a case in Dynamics CRM upon creation of ‘Posted form’. All details in this case are pre-populated from my Lead record which is linked to (lookup reference) Posted forms. Below screenshot might help:
Hope you find this post useful. Drop your questions & suggestions in the comment box below.