Frequently Asked Questions

Campaign Tracker FAQ

When you convert a Lead, Salesforce creates an Account, Contact and related Opportunity (unless you check the box to not create an Opportunity). The Campaign Tracker automatically copies the tracking data from the fields on the Lead to the fields on the Contact.

Because the Contact will be automatically related to the Account and Opportunity upon conversion, by extension the tracking data on the Contact is also related to the Account and Opportunity. From a reporting standpoint, it is not necessary therefore to have additional tracking fields on the Account or Opportunity.

You will see that in the prebuilt dashboards (go to Dashboards and check the "Campaign Tracker" folder) there are already reports on Opportunities converted and won, which are based on the relationship to the Contact.

We put the tracking data on the Contact because it is really a record of what that individual did, and will be related to the Opportunity upon conversion.

If the Campaign Tracker section on your Salesforce leads is populated for some leads but not for others, it is likely due to one of these issues:

1. The tracking code is not on all pages of your web site. Check all site templates, landing pages, etc.
2. The hidden field is not in some of the forms on your web site.
3. The untracked leads are coming from a source other than your web site, such as imported trade show lists or some non-web site source.

Please note that you will never get 100% of leads tracked, due to technical issues such as users having Javascript or certain ad blocking extensions in their web browsers. You should get data on 90%+ of web site leads however, which is generally more than enough data to improve your marketing efforts.

The best approach is to see if there is any commonality between the leads that are not being tracked. Please contact us if you need assistance.

The fields on the right side of the Campaign Tracker section of a Salesforce lead, such at Last UTM Campaign, Last UTM Source, etc. will only be populated if a lead visited your web site multiple times before submitting a lead form.

The first UTM fields, such as First UTM Campaign, First UTM Medium, etc. show the tracking data from the first visit. The last UTM fields show the tracking source data from the last time a visitor came to your web site prior to submitting the form.

You can see all of the visits / sessions and pages viewed by the lead prior to them submitting a form in the “Visitor Sessions” related list on the lead.

Beginning in October 2011, Google began hiding the keywords from Organic searches, simply sending the value ‘(not provided)’. Today, Google and Yahoo do not send any keyword data from organic (non-paid advertising) searches, so you won't be able to see the keywords from those unless the user clicked on one of your paid ads.

You will, however, be able to categorize these leads so at least know where they are coming from as a general category (Campaign / Organic / Referral / Direct), as well as knowing the search engine (Google , Yahoo or Bing).

Here is how the data will typicall look:
Lead Source Type: Organic

UTM Campaign: (organic)
UTM Medium: organic
UTM Source: Google
UTM Term: (not provided)
UTM Content:

Keyword: (not provided)
Search Engine: Google
Referrer: https://www.google.com/

Bing is still sending keywords for organic searches.

Some more info here: https://blog.cloudamp.com/2013/11/05/the-opportunity-of-not-provided-google-keywords/

For Google Adwords and Bing Ads, simply add a tag to the destination URLs of your advertisements:

utm_term={keyword}

The search term will be dynamically inserted into the URL where it says {keyword}, and will then be captured by the Campaign Tracker. A full URL for the link in your advertisement would therefore look like this:

http://www.YOURSITE.com?utm_source=GoogleAdwords&utm_medium=PPC&utm_campaign=YourCampaignName&utm_term={Keyword}

The Campaign Tracker categorizes leads based on the same terms as Google Analytics. Leads are assigned one of 4 different “Lead Source Types” as follows:

  • Campaign: The incoming URL contained UTM tags, such as utm_source, utm_campaign, etc. and is therefore categorized as part of a campaign
  • Organic: The visitor was referred by a search engine such as Google, and clicked on the regular results (not on an advertisement)
  • Referral: The visitor was referred by a link on another website. (Links that have been tagged with campaign variables won't show up as [referral] )
  • Direct: The visitor came to your site by by typing the URL directly into their web browser. 'Direct' can also refer to a visitor who clicked on a link from their bookmarks/favorites, untagged links within emails, or links from documents that don't include tracking variables (such as PDFs or Word documents).

There are 5 different tags you can add to your incoming URLs, to categorize your incoming leads as coming from Campaigns, and to get better structured data in general.

Utm_source, utm_medium, and utm_campaign should be used in ALL links that you can control, to give you the best data possible -- advertisements, email newsletters, blog links, etc.

Utm_term should be used in Google Adwords and Bing advertising to dynamically insert the keyword. Utm_content is an optional fifth tag.

  • utm_source: Identifies the advertiser, site, publication, etc. that is sending traffic to your property, e.g. google, yelp, newsletter4, billboard. The last place visited before reaching your site.
  • utm_medium: The advertising or marketing medium, e.g.: cpc, banner, email newsletter. The method used to arrive at the source.
  • utm_campaign: The individual campaign name, slogan, promo code, etc. for a product.
  • utm_term: Identify paid search keywords. If you’re manually tagging paid keyword campaigns (and you should be), use utm_term={keyword} to dynamically insert the search term keyword into your URL.
  • utm_content: Used to differentiate similar content, or links within the same ad. For example, if you have two different text ads, you can use utm_content and set different values for each so you can tell which version is more effective.

If you understand the format, you can simply type the urls out. Put a ? after the main part of your URL, then an & to connect the different terms.

The format should be like this:
http://www.YOURSITE.com?utm_source=GoogleAdwords&utm_medium=PPC&utm_campaign=CampaignTracker

For Google Adwords / Bing ads, add the utm_term at the end:
http://www.YOURSITE.com?utm_source=GoogleAdwords&utm_medium=PPC&utm_campaign=CampaignTracker&utm_term={Keyword}

We recommend using a spreadsheet to keep track of your different URLs, if you have a number of campaigns. There are some templates available online for you to use.

Google also offers a Campaign URL Builder tool you can use to generate URLs if you prefer.

Usually this would be caused by one of these issues:
1. The tracking code is not on all pages of your web site. Check all site templates, landing pages, etc. If a visitor lands on a page with no code, then it would look like they came from that page when we first see them on a page with the tracking code.
2. You have multiple sites / domains, such as www.yoursite.com and signup.yoursite.com etc. These are seen as different web sites by the browser.

The Campaign Tracker can work with any web site forms that post leads to Salesforce.

The “cloudamp__data__c” hidden field simply needs to be added to the form.

1. If you are using the HTML forms provided by Salesforce (under Setup > Leads > Web-to-Lead), then the Campaign Tracker will automatically see them and insert a hidden field with the tracking data.
2. If you are using other types of forms, just add the hidden field manually and map it to the “data” field on the Lead object in Salesforce.
3. Certain types of forms, such as GravityForms and JotForm, change the names of the fields (eg. “cloudamp__data__c” becomes “input_7”). In these cases, the CloudAmp tracking script needs to be modified slightly. Please see the section on GravityForms in our documentation PDF for more information.

The Campaign Tracker can work with any web site forms, but they do need to be part of your web site HTML pages.

This means the following form implementations do not work:

  • Forms in an iFrame
  • Forms served by javascript (<script>)

Most form providers have an option of embedding the form code directly in your web site, instead of using iFrames or Javascript, but you may need to select it.

Unfortunately the Campaign Tracker is not able to support Unbounce forms currently. This is because there is no option for making Unbounce forms a part of the web site, they can only be served dynamically via script.

The CloudAmp tracking uses local storage on the web browser to track activity.

This means everything has to be on the same web site or you will see changes as a referral -- from a technical perspective www.yoursite.com and signup.yoursite.com are different web sites.

The Campaign Tracker’s tracking system has many advantages (like your data not being stored by 3rd party servers, but instead going directly from your web site to your Salesforce account), but unfortunately only working within a single web site is one of its limitations.

The Campaign Tracker captures source and campaign data directly from your web site, operating independently from Google’s services.

With some basic URL tagging in your advertisements that you may already be using, the Campaign Tracker can capture much of the data from Google Adwords, Facebook, etc. ads into your Salesforce leads, however.

For importing data from Google Analytics into Salesforce, take a look at our Marketing Analytics app.

Yes, the Campaign Tracker javascript tracking code should be on all pages of your web site ideally, since it needs to record where a visitor first landed.

If you have the tracking code just on landing pages and form pages that works also, but if someone comes in through a non-tagged page then you will lose the original source.

The tracking code should be placed as close to the bottom of your pages as possible, ideally just before the </body> tag.

Marketing Analytics FAQ

The most common causes of the Google Analytics / Salesforce integration stopping or getting interrupted are:

1) The Salesforce user who set up the integration has been disabled
2) Salesforce has "refreshed" or migrated your instance from one to another (eg. moved you from na14 to na59)

Normally the nightly import can be re-enabled by using the "Clear All Data" button on the "Google Analytics Dash Settings" tab, then re-importing to get a new set of integration keys.

You can also go to Setup > Apex Jobs to see if there have been any errors when the nightly batch runs for the import.

We are glad to assist if you do have questions about integration updates that have stopped.

By default, CloudAmp Marketing Analytics supports 5 views or Google Analytics profiles, but additional capability can be enabled. Please contact us for more information.

First, make sure the Visualforce page called "UTMCampaign" has been added to your Salesforce Campaign page layout.

Then, to automatically import UTM Campaign data from Google Analytics into Salesforce Campaigns:

1. Select a Salesforce Campaign (or create a new one)
2. Click the "Track a Google Campaign" button in the CloudAmp section
3. Select the related Google Analytics Profile
4. Copy and Paste the "UTM Campaign name" from Google Analytics or your tagging spreadsheet
5. Click Save.

For additional details, please see our documentation or page on UTM Campaign import.

Yes, you can use charts from the provided dashboards in any of your own dashboards, or modify the dashboards to meet your needs. All the Google Analytics data is stored in Salesforce, and the Dashboards and Reports are standard Salesforce Dashboards and Reports.

We recommend cloning the provided dashboards, prior to making any changes, to maintain copies of the originals. For more information on modifying dashboards, please see our blog post on the topic.

Currently the Marketing Analytics app only imports Metrics from Google Analytics. This is because that is alway consistent across all Google Analytics accounts.

There are a few exceptions for pre-defined dimensions, such as Country and State names for the import of the geography metrics, and the names of your Goals are also imported.

From Google Analytics:
Dimensions are attributes of your data. For example, the dimension City indicates the city, for example, "Paris" or "New York", from which a session originates. The dimension Page indicates the URL of a page that is viewed.
Metrics are quantitative measurements. The metric Sessions is the total number of sessions. The metric Pages/Session is the average number of pages viewed per session.

All of the data in Salesforce should match Google Analytics on a daily basis. There is one limitation on “unique” metrics, however, since the records are being imported daily. If you sum "unique" values over different time periods in Salesforce, they may be slightly higher than the underlying data in Google Analytics

In other words, today's unique visitors + tomorrow's unique visitors in Salesforce will be 1 higher than the Google Analytics number if one visitor visits both days. That is why we have some summary metrics monthly for those (users last month, users 2 months ago, etc.).

Most metrics such as goals, custom metrics, page views, etc. are not “unique” summaries, and therefore are not affected by this issue.

General Account FAQ

You can update your billing information by logging in to the AppExchange using your Salesforce credentials and going to the "My Account" page:
https://appexchange.salesforce.com/myAccount

You can cancel your account any time by logging in to the AppExchange using your Salesforce credentials and going to the "My Account" page:
https://appexchange.salesforce.com/myAccount

Please note that after cancellation, your subscription will end after the current term expires (monthly or annual). Once the subscription ends, the CloudAmp fields and objects will become inaccessible, so make sure you back up any data you wish to retain prior to that.

The Salesforce AppExchange also prevents apps from being uninstalled from Salesforce until the subscription ends.

The Salesforce AppExchange prevents apps from being uninstalled from Salesforce until the subscription ends. If you cancel the trial or subscription, you will be able to uninstall once your current term expires (monthly or annual).

To uninstall, go to Setup > Apps > Installed Packages in Salesforce.

For assistance uninstalling immediately, please contact us.

CloudAmp does offer discounts to nonprofit organizations who receive free licensing through the Salesforce Foundation. For more information, please contact us.