Understanding the Issue

The issue arises when the anonymous web ID is not being passed through the Form Handler. This prevents Data Cloud from linking the form submitter to the anonymous web visitor, resulting in failed identity resolution.

Technical Background

In Salesforce Marketing Cloud, the Form Handler is used to handle form submissions from websites. When web tracking is enabled, the Form Handler needs to capture the visitor tracking cookie value to pass it to Data Cloud for identity resolution. If this field is not being captured and passed, the stitch never happens.

Root Cause and Solution

The root cause of this issue is the missing visitor tracking cookie value in the Form Handler submission. To resolve this, the Form Handler needs to be configured to capture and pass this value as a hidden field.

Step-by-Step Fix

To fix this issue, follow these steps:

Form Handler Configuration

// Add a hidden field to the form to capture the visitor tracking cookie value
// Example using JavaScript
var visitorTrackingCookieValue = getCookie('_mcid');
var hiddenField = document.createElement('input');
hiddenField.type = 'hidden';
hiddenField.name = 'visitorTrackingCookieValue';
hiddenField.value = visitorTrackingCookieValue;
form.appendChild(hiddenField);

// Update the Form Handler to pass the visitor tracking cookie value to Data Cloud
// Example using AMPscript
var @visitorTrackingCookieValue = RequestParameter('visitorTrackingCookieValue');
var @dataCloudRequest = HTTPRequest('https://your-data-cloud-instance.com/identityResolution', 'POST', @visitorTrackingCookieValue);

Best Practices and Next Steps

To ensure successful identity resolution, it is essential to test the Form Handler configuration and verify that the visitor tracking cookie value is being passed correctly.

Checklist for Successful Identity Resolution

• Configure the Form Handler to capture the visitor tracking cookie value as a hidden field
• Update the Form Handler to pass the visitor tracking cookie value to Data Cloud
• Test the Form Handler configuration to verify successful identity resolution
• Verify that the visitor tracking cookie value is being passed correctly
• Monitor and analyze the results to optimize the identity resolution process

Frequently Asked Questions

What is the purpose of the visitor tracking cookie value?

The visitor tracking cookie value is used to link the form submitter to the anonymous web visitor, enabling successful identity resolution.

How do I capture the visitor tracking cookie value in the Form Handler?

You can capture the visitor tracking cookie value using JavaScript or a similar programming language, and then pass it to the Form Handler as a hidden field.

What happens if the visitor tracking cookie value is not passed to Data Cloud?

If the visitor tracking cookie value is not passed to Data Cloud, the identity resolution process will fail, and the form submission will not be linked to the anonymous web visitor.

Can I use a different method to capture the visitor tracking cookie value?

Yes, you can use alternative methods, such as using a tag management system or a custom implementation, to capture the visitor tracking cookie value.