So you're getting started with Engagio, and you REALLY like the heatmaps, but you're kind of frustrated that so many people are being rolled into the "Other" bucket.

That makes sense. For most customers, the standardized bucketing Engagio has for all customers may not be the ideal solution for your business.

If you have never made a bucket field for roles, departments, or personas, here's some tips to get started.

  1. Get a Salesforce Admin (or someone proficient with Salesforce that can create custom fields).
  2. Navigate the following click path:
    Setup
    Customize
    Contacts
    Fields
    • Scroll to "Contact Custom Fields & Relationships" and Select New
    • Click Formula and Next.
    • Field Label: Company Name Role
    • Leave Field Name default
    • Select Text
  3. In Salesforce, you should now be able to write your custom formula. Switch from Basic to Advanced Formula. In the space below, paste things like:
IF(
CONTAINS(Title, "President:Chairman:Executive"), "Executive",
IF(
CONTAINS(Title, "Rep:Account:Sales"), "Sales",
Title
)
)
  • In this example, anyone with a Title that contains President, Chairman, or Executive would fall into the "Executive" Role
  • AND if someone with the title that contains Sales or Business would be categorized as "Sales"

4. You'll have to do this for both roles AND departments on both contacts AND leads. Once you've set one, you should be able to just copy and paste for the other.

You can now add your own customizations to better bucket your roles and departments. 

🚨  Be careful not to duplicate things. Like "Officer" where their title could be Senior Loan Officer or Chief Executive Officer. 

Once you're happy with your new roles and departments, don't forget to set your new custom fields as your organizational defaults using this article!  

Here's a more complex example of several roles/departments:

IF(OR(CONTAINS(Title,"Marketing"),CONTAINS(Title,"Demand"),CONTAINS(Title,"SEO"),CONTAINS(Title, "Content"),CONTAINS(Title,"CMO")), "Marketing", 
IF(OR(CONTAINS(Title,"CSO"),CONTAINS(Title,"Sales"),CONTAINS(Title,"Sale"),CONTAINS(Title,"Business"),CONTAINS(Title,"Account")),"Sales", 
IF(OR(CONTAINS(Title,"President"),CONTAINS(Title,"CEO"),CONTAINS(Title,"COO"),CONTAINS(Title,"Officer"),CONTAINS(Title,"Board"),CONTAINS(Title,"Chair"),CONTAINS(Title,"Owner")),"Administration", 
IF(OR(CONTAINS(Title,"Developer"),CONTAINS(Title,"Designer"),CONTAINS(Title,"Engineer"),CONTAINS(Title,"CTO"),CONTAINS(Title,"Technology"),CONTAINS(Title,"Engineer"),CONTAINS(Title,"Quality")),"R&D", 
IF(OR(CONTAINS(Title,"CFO"),CONTAINS(Title,"Financial"),CONTAINS(Title,"Accountant"),CONTAINS(Title,"Accounting"),CONTAINS(Title,"Controller")),"Finance", 
IF(OR(CONTAINS(Title,"CHRO"),CONTAINS(Title,"HR"),CONTAINS(Title,"Human"),CONTAINS(Title,"People")),"HR", 
IF(OR(CONTAINS(Title,"CLO"),CONTAINS(Title,"Learning"),CONTAINS(Title,"Talent"),CONTAINS(Title,"Training"),CONTAINS(Title,"Development")),"L&D", 
IF(OR(CONTAINS(Title,"Counsel"),CONTAINS(Title,"Legal"),CONTAINS(Title,"Attorney"),CONTAINS(Title,"Contracts")),"Legal", 
IF(OR(CONTAINS(Title,"CIO"),CONTAINS(Title,"IT"),CONTAINS(Title,"CISO")),"IT", 
IF(OR(CONTAINS(Title,"Customer"),CONTAINS(Title,"Client"),CONTAINS(Title,"Support"),CONTAINS(Title,"Service")),"Customer","Other"
) 
) 
) 
) 
) 
) 
) 
) 
) 
)