Engagement FAQs

Updated:

Introduction

Below is a list of frequently asked questions about the different capabilities in the Engagement Solution. Click the links to learn more.

Forms FAQs

Site Customization FAQs

Site Optimization FAQs

 

How can I confirm that a hidden form field is populating?

This is an example of how to confirm that a specific form field is populating as you expect.

Follow these steps:

  1. Open the Forms page in Google Chrome from a company IP address. You may need to spoof a company IP.

  2. Open Chrome Web Tools (View > Developer > Developer Tools).

  3. Access the Elements tab.

  4. Search for the name of the form field that you expect to be populating with Demandbase data. In this example the field we're checking is named "NumberOfEmployees" so that will be our search term. 

  5. Observe whether a value is assigned to the field. In this case we can observe that the field has populated with an integer value of 33500. 

Screen_Shot_2017-10-31_at_4.15.44_PM.png

 

If you find the value is unpopulated:

Confirm that the field is mapped correctly in your forms fieldMap in the Demandbase scripts file using the following steps.

  1. In Chrome Web Tools access the Console.

  2. Type Demandbase.Config.forms.fieldMap and hit Enter/Return.

  3. Click the small gray triangle to expand the JavaScript object containing the fieldmap.

  4. Confirm that your form is using the form field names listed here.

Screen_Shot_2017-12-04_at_3.18.29_PM.png

Here is a list of all the attributes available via the Demandbase API. If you want to add additional attributes to your fieldmap you have questions about the above please contact support@demandbase.com.

 

How do I create a Test Form?

In order for Demandbase to fill a form with data the configuration must be mapped to the HTML ID or Name of the:

  • User facing company and email field
  • Demandbase specific hidden fields

Every form you want Demandbase to append data to MUST have the same HTML naming convention for the data to flow properly. This means that the HTML ID or Name of the form fields must match the configuration specified in the setup interface.

When creating a Test form it's important to:

  1. Use the same form template that's deployed across your site.
    • If your site includes multiple form templates that use different HTML naming conventions, please contact your CSM. 
  2. Add Demandbase hidden fields for the attributes to feed into.Screen_Shot_2017-10-06_at_11.45.32_AM.png
  3. Ensure Demandbase tag is deployed on the page.

 

How do I find an HTML ID or Name?

Most browsers come with an inspector tool built in that allows you to view a specific element within the webpage's HTML. If you have a browser such as Chrome, Firefox, or Safari, Inspect element is available from the context menu when you right click on the webpage (shown here in Chrome).  

Screen_Shot_2017-09-27_at_10.59.45_AM.png 

To find the HTML ID or Name for a specific element you can:

  1. Right click on the element.
  2. Click on Inspect within the popup menu.
  3. A preview window will popup highlighting the webpage's HTML. There you'll be able to find the HTML ID or Name for that element.  

Screen_Shot_2017-09-27_at_11.04.43_AM.png

 

The autocomplete list of companies on my form are center aligned! I want everything left-aligned, what do I do?

This is a conflict caused by the existing CSS on a page. To resolve this issue, simply add this CSS rule at the end of the cascade to left-align the entries in the company autocomplete menu:

#demandbase-autocomplete .ui-menu .ui-menu-item a {
text-align: left;
}
 

 

What happens when "international" characters are typed in the Company Autocomplete Widget?

The Company Autocomplete Widget does alphabetical matching of company names based on Roman characters only. If a form visitor types non-Roman characters into the company field, the autocomplete list will still populate with suggested companies based on the IP address and user-provided email address.

 

 

Why are some fields blank on a form submission?

Certain attributes are only returned by the IP Address API as they relate only to an IP, not to a company specifically. If a visitor to your form selects a company from the Demandbase autocomplete pick list or is identified by their email address (domain) the following IP-specific information may not be applicable:

  • audience
  • audience_segment
  • ip
  • isp
  • registry_attributes

 

How do I publish my experiences?

Site Customization currently requires a solutions engineer to manually QA and deploy customizations. Once you've setup and previewed your changes, please ensure you've "activated" your segments and experiences, then notify your PM or CSM to confirm completion of configuration. From here, a solutions engineer will be assigned to help review and push the code into live production.

 

Something else is happening and I’m not sure how to address it with Site Customization?

  • Does your site have some Javascript that might be interfering with Site Customization?
  • Is your segment value correct?
    • For example, a segment set to match exactly "industry" of "Fin-Tech" will most likely not trigger a customization as by default these return standardized ISO values upon site visit. The exception in this case is if you have connected with your Customer Success Manager to customize your return values. More on firmographic attributes here.
  • Do you have CSS or inline style rules on your site/element that may be conflicting with your customization? Or did your previous element have an inline customization which needs to be added into Site Customization?

 

I changed my website and it looks like Site Customization is causing unintended changes to my page. How do I fix this?

Site Customization does not monitor your website for code that may change. Any page that has the Demandbase Tag and matches the specifications received within the portal will be deployed on the set sites. If a site changes, there is no way to prevent Site Customization from knowing not to change your page, without explicitly telling Site Customization to deactivate while a redesign is occurring. This can sometimes cause unintended effects if deactivation is not first indicated prior to a new site re-launch. Let your Customer Success Manager know if this is the case.

 

Why is the carousel image I edited not appearing in production?

  • Carousels are not recommended. Often there is conflicting Javascript which can run into each other and cause a carousel to not run as expected.
  • Is a jQuery library enabled on your site? (Vanilla Javascript is on the roadmap to be leveraged in upcoming releases).

 

How do I share my personalization project with others on my team?

Have users log into the ABM Platform (app.demandbase.com) and navigate to Engagement > Site Customization and select the project from the list.

 

I edited the portal (Site Customization). Why didn't my site change?

Site Customization currently requires a solutions engineer to manually QA and deploy customizations. Once you've setup and previewed your changes, please ensure you've "activated" your segments and experiences, then notify your PM or CSM to confirm completion of configuration. From here, a solutions engineer will be assigned to help review and push the code up into live production.

 

What’s a ‘good’ segment?

Prior to creating your personalization segment, make sure:

Prior to creating your personalization segment, make sure:

  1. Your segment is visiting the page you want to personalize.
  2. You have the exact way that segment is returned in the API response.

 

What are some common segmentation strategies?

  1. Look in your analytics for pages with high bounce rate for your key segments.
  2. Identify segment with high costs such as ppc, display advertising, etc.

 

How often should I update my experiences?

  1. Leverage your analytics to monitor the performance of your experiences.
  2. For experiences tailored to a specific webinar or event, set a reminder to deactivate the experience once the date of webinar/event has passed.

 

What happens if an account meets the conditions of 2 different segments? Which experience will apply?

This is not recommended. You should ensure that there is no overlap in your segment or experience creation.

 

Does Site Optimization allow for multiple language support?

At this time Site Optimization only supports English articles.

If there are multiple languages, the best practice would be to exclude non-english language pages via the blacklisting options available in the platform. Otherwise, a visitor from a non-English speaking country may be served English article recommendations.

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