I wanted to share with the community a quick trouble shooting scenario regarding the ON24 Webinar Cloud Connector and the Campaign Canvas. My client’s On24 Account Key was invalid which meant that the connector was not querying webinar attendance nor was it returning the duration time that each registrant spent in the webinar. Apps pausing due to expired or incorrect Eloqua (or third-party system) credentials are a very common issue. To fix the problem, the client needed to log back into the connector configuration and refresh the log-in criteria.
There was also an issue where the client mapped the same field “Minutes Attended” to two different values. Each contact or custom date object field on the mapping screens should be mapped only once. While there’s no way to prevent “double mapping”, it’s a common thing to look for with any connector. Utilize this link on the Support Tab to navigate to this basic troubleshooting guide for all connectors and covers common issues (http://topliners.eloqua.com/docs/DOC-2579).
As a best practice, Eloqua recommends clients go to the Test Tab and either do a manual run, a run with Sample Data, or use the connector’s available test tools. This should tell you if things are set up correctly before deployment.
Other important points to consider when using Webinar Connectors:
- Set up a “Register Attendee” Cloud Connector using a FORM TOOL that sources the Event ID dynamically – this will make sure that everyone who registers is immediately sent over to the webinar system and that you don’t have to set up a new Cloud Connector every time you have an event. Create a form and save it as a template to be reused later as a starting point every time you have a Webinar.
- Creating the Form Tool: http://topliners.eloqua.com/community/do_it/blog/2013/02/14/form-tools-now-available-on-cloudconnectorseloquacom
- Sourcing the Event ID Dynamically - http://topliners.eloqua.com/community/do_it/blog/2013/02/20/event-webinar-cloud-apps--dynamic-id-source