How to Resolve Common CLM Content Issues and Best Practices
- December 20, 2024
- Villageminds Pvt Ltd
Effective management of Closed Loop Marketing (CLM) content is essential for seamless customer engagement. However, common issues in syncing and managing content between systems like CRM and Vault can disrupt workflows. In this blog, we’ll explore practical solutions to these challenges and share best practices to ensure smooth operations.
Common CLM Content Issues and Resolutions
1. Bulk Upload Challenges
- Issue: Difficulty in bulk uploading CLM content into CRM or Vault.
- Resolution: Use FTP for bulk uploads in CRM and leverage the multichannel loader in Vault for efficient content handling.
2. Inactive Key Messages in Presentations
- Issue: If a presentation contains inactive slides with key messages, only active slides are visible on iPad.
- Resolution: Ensure all key messages associated with slides are active to maintain visibility across platforms.
3. Missing Content for Key Messages
- Issue: If a presentation has multiple slides linked to key messages and one key message lacks content, the entire presentation becomes invisible on iPad.
- Resolution: Verify that every key message in the presentation has corresponding content uploaded.
4. Preview Limitations
- Issue: Content can be previewed in Vault but not in CRM online.
- Resolution: Use Vault’s preview functionality for content validation before syncing to CRM.
5. Content Sync Errors
- Issue: Content not syncing properly between Vault and CRM due to errors.
- Resolution:
- Solve all sync errors in the CLM admin console.
- Even if one presentation seems fine, unresolved errors in others can block the sync.
6. Start and End Date Configurations
- Issue: Difficulty managing content availability periods.
- Resolution: Configure start and end dates in both CRM and Vault to control content visibility.
7. Custom Field Mapping Post-Sandbox Refresh
- Issue: Custom field mapping doesn’t appear in the CLM admin page after a sandbox refresh or creation.
- Resolution: Manually remap custom fields post-refresh to ensure proper synchronization.
8. Content Visibility Issues
- Issue: Content appears in Vault but is invisible in CRM or on iPad.
- Resolution:
- Check if the “Is Shared” checkbox is selected for key messages.
- Ensure sharing rules grant access to users for CLM presentations and associated key messages.
9. Sandbox Refresh Updates
- Issue: After a sandbox refresh, content fails to sync due to incorrect CRM Org ID.
- Resolution: Update the CRM Org ID in Vault to re-establish sync functionality.
10. Mandatory Field Checks
- Issue: Missing mandatory fields prevent successful sync.
- Resolution:
- Ensure the CRM Media Type field is filled with the correct value.
- Verify that the “CLM Content” flag is set to “Yes.”
- Check that the Product and Country fields are properly selected in Vault.
- Confirm that the external IDs in Vault’s product and country fields match the product catalog records in CRM.
Best Practices for CLM Content Management
1. Verify Slide and Key Message Setup
- Ensure CLM slides are created only for shared key messages.
- Use CLM slides to control the order of slide display on iPad.
2. Regular Sync Monitoring
- Continuously monitor the CLM admin console for sync errors and resolve them promptly.
- Validate that content meets all sharing criteria before syncing.
3. Content Validation
- Verify key messages have properly uploaded content by inspecting links in the media section.
- Preview content in Vault before pushing it to CRM.
4. Optimize Connection Type Settings
- Use the “Binder and Slides” connection type rather than “All” to prevent unnecessary content flow restrictions.
5. Where Clause Checks
- Review where clause conditions in Vault credentials to ensure content flows seamlessly into CRM without restrictive criteria.
6. Post-Refresh Actions
- After a sandbox refresh, update the CRM Org ID and remap custom fields to prevent sync disruptions.
Conclusion
Managing CLM content efficiently requires attention to detail and adherence to best practices. By proactively addressing common issues and optimizing workflows, teams can ensure seamless content visibility and improved customer interactions. Implement these strategies to resolve CLM content challenges and enhance your marketing operations.