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Oracle Marketing Implementation Guide
Release 12.1
Part Number E13578-05
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Implementing and Administering Audience

This chapter covers the following topics:

Audience Overview

As an Audience Administrator, you need to perform administrative activities to support list management, create data sources and query templates for list generation.

Once you log on to the Oracle Marketing Application choose the Audience Administrator responsibility and click the Audience Administration Dashboard, where you can perform most of the Audience administration activities. But before that you must perform the following implementation procedures:

Implementing Audience Users

There are two seeded responsibilities for the Audience Workbench: Audience User and Audience Administrator. Because menus, navigation and login flows depend on the responsibility of the logged in user, you will assign one or both of the following to your users:

Audience User Responsibility

Users with this responsibility typically:

Audience Administrator Responsibility

Users with this responsibility typically:

Setting Profiles for Lists

Set the following profiles for lists. If using Oracle Discoverer for list generation, additional profiles are required.

AMS List Profiles
Profile Name Required Level Setting Effect/Limitation
AMS: Enable List Recalculation and Preview Optional Site User Defined If set to "No", users will not be able to recalculate or preview the entries in a list or target group.
If set to "Yes", users can recalculate the target audience size and preview list entries after modifying list selection conditions. This helps in estimating and arriving at an optimal list size before actually generating the list.
The default value is "No".
See The Recalculation Profile Option for more information.
AMS: Orders Look Back Period for Query Template Processing (Days) Optional Site
Responsibility
Application
User
Yes/No This profile is valid only for the seeded orders-based query template, for performance problems related to large amounts of Order History Data.
It is used during Cross-sell/up-sell based on orders - B2B. If set to Yes, then the user can fetch orders for a specified time period in days. The default value is 730 days.
See Creating Query Templates for more information.

The Recalculation Profile Option

The site level profile AMS: Enable List Recalculation and Preview allows businesses to decide if they want to implement the recalculation or preview entries function or not for lists created using Natural Language Query Builder (NLQB) templates. This profile option can take one of two values - Yes or No. The default value for this profile is set to No.

When the Profile is Yes

When the profile value is set to Yes, the Recalculation Table Status field is displayed in the NLQB template definition page. The Recalculation Table Status will be:

When marketers use this layout to create lists in the Standard list creation method, the Recalculate and the Preview Entries functions are available. Projected Running Total and Change columns will be displayed. If a marketer completes all the target selections and clicks Recalculate or Preview Entries when the table is not yet generated, the system will display error messages. However, when the table is available, the system will perform the recalculation and display the entries.

The Projected Running Total and Change columns will not be displayed in the Advanced list creation method, and users cannot use the recalculate feature in this mode.

When the Profile Value is "No"

When the profile value is set to "No", the Recalculation Table Status field is not displayed in the NLQB template definition page. When you click Apply in the NLQB template definition page, no concurrent request is launched. If any associated recalculation table exists, it is dropped. The Recalculate and Preview Entries functions are not available to the marketers when they create lists. Projected Running Total and Change columns will not be displayed when marketers create lists using either the Standard or the Advanced method.

Refer to Oracle Marketing User Guide for information on list creation methods.

Running List Concurrent Programs

Run the following concurrent programs as needed.

List Concurrent Programs
Concurrent Program Required Description
Workflow Agent Listener Yes List generation is invoked through business events. These business events need the background agent Workflow Agent Listener to execute them.
This background agent picks up and executes all the scheduled list generation processes.
The WS_Deferred parameter must be selected for the Workflow Agent Listener business event.
AMS Migrate Word Replacement Rules for Remote List Processing Yes This program migrates word replacement rules from a local to remote instance.
This is a scheduled program.
AMS Migrate Remote List Yes This program migrates a list generated in a remote instance to a local instance. This is a scheduled program and can be executed for a particular list or for all lists.
AMS Generate Materialized View for Template Yes This program executes when a query template is created (when the Finish button is selected on the query template screen.) It creates the materialized view for the template.
AMS Re-Generate Materialized View for All Template No This program refreshes the materialized views for all templates.
AMS Refresh Metrics Yes This request set populates the List Effectiveness bin and the Trend graph on the Audience Dashboard.

Verifying Lookups

The following lookups populate the list of values for list functionality. If implementing Oracle Discoverer for lists, you will need to verify additional lookups. For more information see Integrating Oracle Marketing and Oracle Discoverer.

List Lookups
Key Type Seeded Values Meanings
AMS_LIST_ ACT_TYPE User List
Import List
Workbook
Segment
SQL
Target group selection type.
AMS_LIST_ DEDUP_ TYPE User Import Persons
Import Organizations
Type of Deduplication Rules to be applied.
AMS_LIST_GENERATION_ TYPE System Full Refresh
Append New Records
Update Attributes Only
Full refresh of all the entries.
New entries meeting the criteria added.
Only the attributes of the entries updated.
AMS_LIST_ ROW_ SELECT_ TYPE System Nth Record
Random
Standard
How to select rows during list generation. Standard is top down selection.
AMS_LIST_ SEGMENT_ STATUS User Archived
Available
Cancelled
Draft
Expired
Archived
Available
Cancelled
Draft
Expired
AMS_LIST_ SEGMENT_ TYPE System Workbook
SQL
Two types of segments supported. Based on a Discoverer workbook or an SQL statement.
AMS_LIST_ SELECTION_ ACTION System Include
Intersect
Exclude
How each selection is added to the list. Exclude means that all entries that exist in the excluded list are removed from the current list. Intersect causes the current list to become a list of only those entries which are on the intersected list and the current list.
AMS_LIST_ SELECT_TYPE System Segment
Workbook
Import List
List
SQL
Components of list used in list selection.
AMS_LIST_SEGMENT_ STATUS User Archived
Available
Cancelled
Draft
Expired
Possible list segment statuses.
AMS_LIST_STATUS System Archived
Available
Cancelled
Draft
Executed
Executing
Failed
Generating
Locked
Migrating
New
Pending
Reserved
Delete
Purged
List Statuses
AMS_CHART_TYPE System Pie
Bar
Column
Type of chart available
AMS_QUERY_TEMPLATE_TYPE System Standard
Parametrized SQL
Two types of templates are supported: Standard and Parameterized SQL.
Standard templates are created using the NLQ (natural language query builder) interface.
AMS_LIST_ TYPE System Manual List
Standard List
Suppression List
Target Group
List of possible list types. Note where these appear in the program.
AMS_AUDIENCE_METRIC_TYPES System Booked Order Amount
Booked Order Count
Invoiced Order Amount
Leads
Opportunities
Responses
Metrics that are tracked for Lists used in target groups.
AMS_EXPN_BUILDER_OPERATORS System Average
Maximum
Minimum
Count
Sum
Sysdate
Valid operators for expression builder.
AMS_DATA_SOURCE_LOCATION_TYPE System Local
Remote
Data sources are based on tables/views that are located in the current database (local instance) or views/tables located in a remote database (remote instance). The remote instance is accessed using a database link.
AMS_DATASOURCE_TYPE System Parent
Child
Types of data sources available.
AMS_DATASOURCE_CATEGORY System Organization Contacts
Persons
Category of data source.
AMS_SPLIT_MODE System Split by Attribute
Split by Percentage
Split by Number
List splitting methods

Implementing List Import

List Import is an Oracle Marketing feature that facilitates importing lists of prospects and their related information from outside sources.

The following types of lists can be imported:

Using the List Import feature lists may be added directly to TCA tables. When importing from a purchased list, data is stored in the TCA schema. However, when importing from a rented list data is not stored in the TCA schema.

List Import Table Overview

The Oracle Marketing list import functionality supports many different business requirements. For example, event registration can be automatically executed from list import.

When a list import is performed, B2B or B2C data is imported into the Marketing and TCA tables. When doing so, you can import directly into TCA or you can choose to preview it first.

Marketing import tables:

TCA import tables:

Creating the Bin Directory

Use this procedure to create a location for the SQL loader control file. This step enables you to import data from a file located on the server.

Prerequisites: SQL Loader is installed

Notes

Setting System Profiles

Set the following list import profile options:

List Import Profile Options
Option Required Level Setting Effect/Limitation
AMS : IMPORT CONTROL FILE PATH Yes Site Control File Location Enter the path for the bin directory: ($AMS_TOP/bin/)
This path is relative to the mid-tier server that the SQL loader control file is written to.
Improper setup will cause the server side import to fail.
AMS : IMPORT DATA FILE PATH Yes Site Data File Location Enter the path for the data file location: ($AMS_TOP/bin/).
This path is relative to the mid-tier server and indicates the location of the import data file.
For the data file you may also set a different path to where the data is kept.
Improper setup will cause the server side import to fail.
AMS : HZ DEDUPE RULE Optional Site Yes/No Indicates whether de-duplication rules are used during the TCA import process.
The system may create duplicate records if this profile is not set to Yes.
AMS : Import Client File Size Yes Site Numeric value Size of file in bytes. Based on this profile, the import program decides whether to use the concurrent manager to upload the file.
Default value is 1000000. For Oracle Marketing List Import functionality, this value sets the file size limit in terms of bytes that can be uploaded by client.
AMS : Default Data Source Yes Site Data Source name Data source name that is defaulted in the list/target group creation screens.
HZ : Key Word Count Optional Site Number of words This number determines how many words in the customer name are used to generate the keys
HZ : Address Key Length Optional Site Length of the Address This determines the length of Address key
HZ : Postal Code Key Length Optional Site Length of the Postal Code This determines the length of Postal Code key

Verifying Lookups for List Import

Use the following table for Lookups, types, values, and meanings.

List Lookups
Key Type Values Meanings
AMS_ IMPORT_ STATUS System New
Staged
Scheduled
Completed
Purged
Cancelled
Error
Duplicate
Incompdump
Incompdumperr
Incomperr
New Import
Entries are imported and available for viewing
Import is setup and ready to be completed at the scheduled time
Import completed
Imported entries have been purged from the Marketing Import Table
The List Import has been cancelled and may not be reactivated
An error occurred during List Import
Duplicate record found
Incomplete-Duplicate found
Incomplete-Duplicate-Error found
Incomplete-Error found
AMS_ IMPORT_ TYPE System B2B Customer
B2C Customer
Event
Lead
Organizations, Contacts, Address
Persons, Addresses
Event Registration
Leads

Note: For Event Registrations, you can put the Default Registration Method in the import file and then map the default registration method to any value. If you do not map any value, then the Registration method that will be imported will be CALL CENTER.

Running NFS Mount

If the concurrent manager server is different from the server where your data is located (and you want to import data from the server) - you must run NFS Mount. This ensures that your data file directory is mounted to the concurrent manager server.

Local and Seed Data Sources

Understanding Data Sources

In Oracle marketing there are a set of pre-defined data sources that help the list creating process. These data sources are called seeded data sources. Local data sources are created by marketing users. They can store the data in the application and use them to manage the audience for their products.

As the audience administrator, you are responsible for setting up data sources and their respective attributes. Data sources are a fundamental component of the list management process. In short, they determine the type of data retrieved for lists.

Data sources determine:

Data sources map columns from a source table (or view) to the marketing list entries table AMS_LIST_ENTRIES. Once mapped, data from the table or view can be used for lists.

Data sources can be either child or parent.

The parent data source determines the type of list that will be created.

Usually, the attributes included in the parent data source are mapped to the list entries. Each parent data source also includes seeded templates and de-duplication rules.

A child data source provides additional information about the parent. A parent can have an unlimited number of child data sources associated.

Parent and Child Data Source Example

Scenario

Amy is the list administrator for Vision Computers. Her marketing team wants the ability to generate a list for cross sell purposes. The end goal is to generate a list of customers who have recently purchased a Vision Desktop computer.

Solution

Based on the business requirements given to her, Amy must create the appropriate data sources. As such, she will create a parent data source "Persons" and a child data source "Order Detail."

Parent Data Source: Persons

Child Data Source: Order Detail

Creating Custom Data Sources

If the seeded parent data sources do not meet your business requirements you can create your own custom data source. When doing so, you can point to the Oracle TCA. You can also use data that resides in a remote location. For more information about creating data sources (custom or remote), see Creating Data Sources in the Audience Administration Dashboard.

Adding Related Data Sources

Related Data Sources help define the relationship between the corresponding data source and its related data source. For a parent data source, it displays the relationship with its child data sources. For a child data source it displays the relationship with the parent data source.

The Related Data Sources mid tab is displayed for all data sources (parent or child). If a relationship is defined in the parent data source (between itself and a child data source), then on navigating to the child data source, you see the relationship between the child and the parent. This implies that creating a relationship in one data source, displays the inverse relationship in the “Related Data Sources” mid tab of the other data source.

For example, if the Parent Data Source is Organization Contacts and the child data source is Locations, then if a relationship is created between the Organization Contacts and Locations in Organization Contacts, then the Related Data Sources mid-tab of Locations automatically displays the relationship of Locations to Organization Contacts.

The following related data sources are seeded:

Seeded Data Source Reference

The following parent data sources are seeded:

Configuring Data Source Attributes

When creating or updating data sources you will define the attributes for it. Using the data source attribute pages, you can define data source attributes for list management as well as data mining. The following table gives the descriptions for data source attributes.

Data Sources Attributes
Attribute Name Description
Attribute The attributes of the table or view that the data source references. The values are displayed as they exist in the table or view.
Display Name Allows you to change the display name for the attributes pulled from the table or view. The values entered in this column are displayed to the end user during the list creation process.
Map to List Entries Use this field to map or organize how this data source is displayed in the list entries screen for the end user.
This attribute is important because if you want to enable the user to split the list, chart distribution of data for this attribute, or use this attribute in a dedupe rule then you must map the attribute to list entries.
For example, if you want gender to be the first column displayed to the end user, in this column you would enter COL1.
Use the Search and Select flashlight to pick from the list of values.
Display in List Entries Use this checkbox to indicate that you want this data source to display data (by default) in the List Entries page for the end user.
If this checkbox is left unchecked, the data source will not display by default and the end user will have to explicitly select it through the personalization option.
Use for Split The end user has the option to split a list by attribute. Therefore, as the administrator, when defining data source attributes, you must specify that it is available for splitting.
If you want to use for splitting you must map the attribute.
Define LOV Chart Selecting this icon enables you to define LOV and chart ranges for this data source. If you are charting an attribute, you must also map to list entries.
LOV If a list of values are defined for this attribute, then you will see a check in this column.
Chart If a chart is defined for this attribute, then you will see a check in this column.
Enabled Place a check in this checkbox to enable the attribute for the data source. If this checkbox is left unchecked, this attribute will not be available for use in the list template creation process.

Defining the List of Values and Charts for Data Sources

When defining data source attributes, you can choose to define a list of values that correspond to it. This list of values can also be used to drive the chart ranges. This reduces the chance of error because you are limiting the data the user can select.

To define the LOV and chart attribute, login as a user that has the Audience Administrator responsibility and navigate to the Administration Dashboard.

Notes

Note: If you define an SQL query for an LOV, ensure that it does not return a null value for the columns you selected.

Linking a Parent to a Child Data Source

To establish a parent and child data source relationship, first create the parent and child data sources. On the audience Administration Dashboard, select the parent data source and navigate to the Related Data Source mid-tab.

Notes

Remote Data Sources for Separate Warehouses

Data sources can be local or remote. Remote data sources can be setup and used for list generation. Remote data sources point to objects residing in a remote instance. For example, an external data warehouse system. To define a remote data source, you will point to a remote object using a database link (DB link).

A list created by the end user using a remote data source will reside in the remote instance until it is migrated.

Optionally, once you have established the DB link, you can migrate a single list (or all remote lists) to your local instance. If migrating, remote lists go through a migration process. For target group generation, data validation and TCA inserts are performed. Lists are generated through a package available on the remote instance.

Use the following procedures to setup remote data sources:

Creating the Database Link in the Local Instance

Use the following guidelines when creating the DB link in the local instance:

To create the DB link in the local instance:

CREATE PUBLIC DATABASE LINK DBLINK_FROM_LOCAL_TO_REMOTE
CONNECT TO USERNAME IDENTIFIED BY PASSWORD
USING REMOTE_DATABASE_NAME;

Creating and Refreshing Data Source in the Audience Administration Dashboard

You can create a data source using the Audience Administration Dashboard. However, if any changes are made to the underlying data source table or view, the data source has to be refreshed to display these changes in the user interface.

For details about how to create a data source see Creating Data Sources in the Audience Administration Dashboard.Creating Data Sources in the Audience Administration Dashboard.

For details about how to refresh a data source see Refreshing Data Source.

Creating Data Sources in the Audience Administration Dashboard

You can create a data source customized to your needs. This data source might be local or remote. For remote data sources you need to run a script to setup the schema in the remote data source, and create the remote database link in the local instance.

To create a data source, log in as an Audience Administrator and navigate to the Audience Administration Dashboard.

Navigation: Audience Administration Dashboard > Create Data Source

Notes

In addition, you can also create manual bins within multiple values by specifying the multiple values (for the same bucket) in multiple lines. For example, to create two buckets with multiple values for an attribute of type VARCHAR, you can specify the following:

Bucket Number Value
1 A
1 E
1 I
2 B
2 C

Refreshing Data Source

Oracle Marketing allows you to create a data source based on either a TCA or Non-TCA schema table or view. Once it is created, the data source does not reflect any modification that is made in the underlying table or view. Users must click the Refresh button to view these modifications and use them in customer selections.

Data Source Refresh Example

Scenario

Amy is the list administrator for Vision Computers. Her marketing team wants the ability to generate a list for the new Quarterly Loyalty Magazine. The list should display the details of customers who have joined the Vision Computers Loyalty Scheme.

Solution

Based on the business requirements given to her, Amy creates a Custom data source "VC_PERSONS_LOYALTY".

Custom Data Source Name: “VC_PERSONS_LOYALTY”

Table: VC_PERSON_LOYALTY_SCHEME, with the following attributes:

This data source provides details about the customers who have joined the Vision Computers Loyalty Scheme.

The Marketing team realizes they cannot make the appropriate customer selections, as one of the attributes they require is not available in this data source. Therefore, Amy modifies the Table VC_PERSON_LOYALTY_SCHEME to include the following attribute:

To expose the new attribute, Amy navigates to the "VC_PERSONS_LOYALTY" custom data source and clicks on the ‘REFRESH’ button.

The New Loyalty_Scheme_Sub_Code attribute is now available in the "VC_PERSONS_LOYALTY" custom data source for use by the Marketing team to select the customers.

Creating Query Templates

As the audience administrator, you will create query templates. These templates enable your end users to quickly and easily create lists. When creating a list, your end user has two different list template options to choose from:

Understanding Standard Query Templates

The ten commonly used standard query templates that are seeded with the Oracle Marketing application are detailed in the following table.

Seeded Standard Query Templatesquery templatesseededtemplatesseeded query templates
Query Template Name Data Source Filter Conditions
Cross Sell to Install Base - B2B Organization Contacts Current install base products, purchase amounts, firmographics, and contact profile attributes
Cross Sell/Up Sell based on Orders - B2B Organization Contacts Purchase history, firmographics, and contact profile attributes
Customer Acquisition - B2B Organization Contacts Firmographics and contact profile attributes
Customer Retention based on Orders - B2B Organization Contacts Purchase history, firmographics, and contact profile attributes
Lead Maturation - B2B Organization Contacts Lead information, firmographics, and contact profile attributes
Interaction Follow Up - B2B Organization Contacts Interaction history, firmographics, and contact profile attributes
Cross/Sell Up Sell based on Orders - B2C Persons Purchase history, demographics, and person profile attributes
Customer Acquisition - B2C Persons Demographics and person profile attributes
Customer Retention based on Orders - B2C Persons Purchase history, demographics, and person profile attributes
Interaction Follow Up - B2C Persons Interaction history, demographics, and person profile attributes

Creating Custom Query Templates

Within the Audience Administration interface, you can create additional user-defined query templates to meet your business requirements. These query templates can be based on the out-of-box data sources (Organization Contacts, Persons, Organizations) or any user-defined data source (for example, an industry-specific data mart). You can create these templates using either the Standard or Parameterized SQL template options.

To create a user-defined standard query template, login as a user that has the Audience Administrator responsibility and navigate to the Audience Administration Dashboard.

Prerequisites: Data Sources are created

Notes

Seeded Purpose Types:

Query Template Selections Section Notes

Query Template Attributes

You must configure the attributes that you will use to create a query. These attributes are defined when you create a query template. Using the Query Template Selection table, you can define query template attributes for list management as well as data mining. Once you configure the attributes, you can preview the template. The following table lists the descriptions for query template attributes.

Query Template Attributes
Attribute Name Description
Attributes The attributes that you define for the query template.
Attribute Display Name The name of the attribute as it is displayed in the table. For example: an attribute Order Detail.Extended Price might have Order Value as the display name.
Available Operators These are specific operators that you may choose from to add value to the attribute. For example: you can define the operator 'is between' , 'is after' for the order booking date.
Operator Default Choose the default value of the operator.
Value List of values.
Value Display Specific value of the attribute.
Default If checked, this value is the default.
Mandatory If checked, this attribute is the default.
In Use Shows if the attribute is in use already.

Creating Self Joins for Complex Queries

In Oracle Marketing you can create a Self Join for complex queries. A Self Join is a query in which a table is joined to itself. You can use a Self Join to compare the values in a column with other values in the same column of the same table. This way you can get running counts and running totals in the SQL query. You can create a Self Join at the attribute stage.

Creating the Recalculate Table

Within the Audience Dashboard, a marketer can use query templates to create lists. After selecting a query template, the marketer can enter values for the query template conditions and obtain a quick cascading count of these conditions as well as previewing the entries before creating the list. These counts are based on the values (operator, operand) provided by the marketer for the different query template conditions. The numbers for these cascading counts (that is, the Projected Running Total column within the List Selections table) is determined using the table created for the corresponding query template.

The information stored in the table is a snapshot of the data available specifically meeting the conditions of the template at the time of template creation. The tables pre-store the information therefore reducing the need to re-compute the data being queried when the user wants to preview the projected total and entries. Pre-storing the data supports faster viewing of the results.

The table supporting the individual query template is automatically created or updated depending on whether you are creating a new template or updating an existing one. You can also create the tables using a concurrent program.

For seeded query templates (see Seeded Standard Query Templates ) you must create the tables supporting the template prior to marketers using these templates to obtain cascading counts. Each query template should be enabled before creating its corresponding table. To create tables supporting each of these templates, simply select the appropriate template(s) and click Apply.

The section below illustrates the process of creating a table for a query template if you choose to use a concurrent program.

Prerequisites:

Notes

Note the template name for the corresponding query template.

Note: In case of remote data sources, the recalculation table is created in the remote instance.

LOVs for Attributes

You can define a List Of Values (LOV) for query template attributes from the Audience Administration Dashboard. You must log in as the Audience Administrator and navigate to the Query Templates page. Select a data source to define the LOV.

Navigation: Audience Administration Dashboard > Query Templates > Data Source

Notes

Defining Charts on Attributes

You can define charts for the query template attributes from the Audience Administration Dashboard. You must log in as the Audience Administrator and navigate to the Query Templates page. Select a data source to define the LOV and click the Define LOV, Chart icon from this page. Click the Continue button

Navigation: Audience Administration Dashboard > Query Templates > Data Source

Notes

Understanding Parameterized Query Templates

In some cases, it might be easier to create templates based on a set of parameters. This may be the case when the SQL statement is very complex or if you are a power user of SQL. In these cases, you can set up a template so that the end user only needs to input values for these parameters to generate the list.

If you set up a template using parameterized SQL, then the end user simply selects the template and the corresponding parameters for the template are displayed. The end user selects the purpose and the list template in the first step of the Create List process. The mechanism to display either the Standard Template (based on natural language) or the Parameterized SQL Template depends on how you have set up the template. The following steps display the Parameterized SQL template creation process.

  1. Step 1: As the Administrator, you will create the template based on a pre-selected SQL statement. Once you have set this up, when creating lists, the user will only need to input values for these parameters.

  2. Step 2: During the create list creation process, because you have setup parameterized SQL templates, this is displayed in the drop-down menu (instead of the standard template).

  3. Step 3: Because the parameters are pre-defined, the corresponding parameterized SQL template parameters are displayed.

To create a parameterized SQL template, login as a user that has the Audience Administrator responsibility and navigate to the Audience Administration Dashboard.

Notes

Creating and Managing Deduplication Rules

Deduplication rules check for list duplications, such as duplicate names, email addresses, first names, last names, etc.

Because list creation requires a parent data source to be selected, when creating deduplication rules, you are only able to select one that is associated to a parent data source.

Seeded Deduplication Rules

There are a set of pre-defined or seeded deduplication rules for the data sources Organizations, Organization Contacts, and persons. Deduplication rules for persons are pre-fixed with 'B2C'. You can view the these rules from the Audience Administration Dashboard. Click the Data Source name to view the rules.

The following de-duplication rules are seeded in Oracle Marketring:

Setting up Custom Deduplication Rules

To setup custom deduplication rules, login as a user that has the Audience Administrator responsibility.

Notes

Creating and Managing Fatigue Rules

Fatigue rules provide your end users with a tool that helps prevent them from over contacting customers. As the administrator, you will setup up fatigue rules that define contact parameters.

Fatigue rules provide the following business benefits:

A fatigue rule defines maximum permissible contacts within a specified time period. For example, “Do not contact customers more than two times per month by any channel.” The defined time period adheres to a rolling period.

Rolling Period Example

An e-mail schedule is set to execute on February 13th and Amy is on the target list of customers to be contacted. The fatigue rule specifies, “Do not contact customers more than two times per month by any channel.”

On 13th February (when the schedule executes) it determines how many times Amy has been contacted in the last one month.

Contact count for Amy in the last 30 days:

However, if the schedule executed on Feb. 14th, the total number of contacts within the last 30 days would have been 1. The contact on Jan. 15th would have been rolled out from the past 30-day period starting Feb. 14th.

Fatigue rule time periods are defined as follows:

Using this type of rule (threshold) you can set an absolute limit on the number of contacts for a given time period.

To create a global fatigue rule, login as a user that has the Audience Administrator responsibility.

Navigation: Administration > Fatigue Rules Setup

Notes

Within the limits set globally, you can also establish specific rules (thresholds) for each outbound channel.

When determining which rule to use (global vs. channel) the system will always use the most restrictive combination.

For Example, if you have a global rule (do not contact more than 4 times per month) and a channel specific rule (do not contact more than 2 times per month by email or fax) -- in this example, the system will first look at the channel contact limit. If further restrictions are needed, then the global rules would apply. In other words, if both global and channel specific rules are established, the most restrictive combination is used.

To create channel specific rules, login as a user that has the Audience Administrator responsibility.

Navigation: Administration > Fatigue Rules Setup

Notes

When executing a campaign activity (containing a fatigue rule) the following concurrent program must be running in the background. This program must be scheduled and should simultaneously with schedule executions.

Suppression Lists

Oracle Marketing helps companies comply with privacy policies by providing pre-defined suppression filters. Consumers can opt out of marketing activities in a number of ways - by unsubscribing from an e-mail activity, by informing the telesales representative, or by signing up for Do not Call registries set up by government. The Oracle Customer Model (TCA) has provision to capture contact preference of customers. This information is stored within the HZ_CONTACT_PREFERENCES table.

Based on the suppression information stored either within HZ_CONTACT_PREFERENCES or within user defined suppression lists, members are automatically suppressed during target group generation for a marketing schedule. Members within the target group are checked with the suppression list members and the matching records are automatically suppressed.

Seeded Suppression Lists

Out-of-the-box, Oracle Marketing provides the following seeded suppression lists:

The seeded suppression lists are based on information stored in the HZ_CONTACT_PREFERENCES table of the TCA.

Creating Suppression Lists

In addition marketers may create user-defined suppression lists to prevent targeting specified categories of people. For example, an administrator can create a suppression list of all CEOs.

Navigation: Audience Administration Dashboard > Suppression Lists shortcut

Notes

Implementing Contact Preferences

Customers of marketing activities receive marketing communication via different channels, such as e-mail, direct mail, fax, and phone. They may wish to select specific channels from which to receive communication and may also wish to modify their contact information.

Log in as the Audience Administrator to navigate to the Contact Preference page from the Audience Administration Dashboard. Select one or all options to include in the unsubscribe text box on the page. The options are listed as fields on the right hand side of the text box. Once you select an option; for example Email Channel, the text box displays an unsubscribe message that you can customize. This message is displayed alongside the unsubscribe check box on the preview page. Customers can select the check box to unsubscribe from the Email Channel as their contact preference.

The following contact preference options are seeded:

Note: For customers using previous releases of Oracle Marketing, as the administrator, you must explicitly revisit the Contact Preference page and insert the options currently available. Only then will end users be able to view the contact preference options available to them. Because end users can no longer update campaign opt out and product interest information, any suppression lists created based on this information in earlier releases will not be refreshed.

Note: Functionality that allowed end users to update product interests or to opt out of specific campaigns, is no longer available.

Administering List Imports

To administer list import, you are required to perform one or all the following procedures:

Implementing Existence Checking and Replacement Rules

Existence checking uses predefined rules that are used only when the AMS: HZ_DEDUPE_RULES profile is set to "YES" at the site level. Existence Checking is done using fuzzy keys and word replacement rules. List import programs use algorithms to create any TCA entity.

Word replacement rules are defined in TCA and those rules are applied to the customer name while populating the key in the AMS_IMP_SOURCE_LINES table.

Existence checking is done for the following:

Existence Checking for a Person

Existence checking is based on Person First Name, Person Last Name, Email Address, Phone Country Code, Phone Area Code, Phone Number, Address and Country.

First checks are done to see if the person exists with a provided E-mail address. If it does not exist then it checks with First Name and Last Name with phone attributes. If this fails then it looks for First Name and Last Name with address attributes. If this does not exist, then a new Person record is created (Party of type “Person”).

Existence Checking for an Organization

Organization existence checking is based on:

First it checks if an organization exists with the same name if it does not exists then it creates a new record. If it does exist then it checks if an organization record exists with this name, address1 and country. If it does not exists then it checks with name and country if this also does not exists then it picks up the maximum (party_id) record with the same name and without checking address1 and country column.

Even if pick up records with name, address1 and country or name and country it always picks up the maximum party_id for the organization name.

Existence Checking for an Organization Contact

Organization Contact Existence checking is based on:

The system checks if a person exists with the provided first name and last name. If this exists , it checks if a records exists with above details. If this does not exist, then it checks the first name and last name with the email address. If this also does not exist, then it checks the first name and , last name with the phone area code, number and extension.

Existence Checking for Address

Address existence checking is based on:

The List Import checks if there is a location for the provided address1, city, postal code and country column. If this does not exist then it checks for address1 with country and picks up that location if it is available. Otherwise, it creates a new one.

Existence Checking Using Original System Reference

Original system reference is a target field that has been added to the List Import process. This affects the existence checking logic in the following way:

Importing Lists

Use the following sections to import lists:

Importing Lists from XML or CSV Files

Marketers have the ability to import lists from an XML or CSV file into Oracle Marketing. Based on the type of imported list data, the Import Wizard will walk a marketers through the steps.

XML Import

The XML import is available for the following:

The XML import file must be in zip format. The zip must contain the following:

B2B and B2C CSV List Import

A CSV import can be performed for any B2B or B2C type of import. For more information on how to perform a List Import, using XML or CSV see the Oracle Marketing User Guide.

Implementing List Import for Universal Work Queue

When Oracle Marketing is integrated with Oracle Telesales, the list import feature can be used to assign lists to TeleSales Agents. In this scenario, a TeleSales agent can log into Oracle TeleSales Universal Work Queue and access a list of customers assigned to them by the marketing team. This enables a list of prospects collected in marketing to be followed up on by the sales team.

Note that lead creation from Universal Work Queue is supported only for PERSON and ORGANIZATION CONTACT source types. The PARTY_ID column must be mapped in AMS_LIST_ENTRIES for both these source types.

To set up List Import for Universal Work Queue follow the procedures:

Setting List Import and Work Queue Profiles

To enable the list to be displayed in Universal Work Queue the following profiles must be set:

Implementing List Import for Telesales

To set up the List Import for Universal Work Queue, login as a user that has the Audience Workbench Super User responsibility.

Prerequisites:

Notes

Selecting the List in Telesales

After the list has been created in Oracle Marketing it is available for use in Oracle Telesales. To verify that the list has been properly implemented, log in to Oracle Telesales and navigate to the Universal Work Queue tab.

Prerequisites: User has TeleSales Agent Responsibility

Notes

Creating List Import User Hooks

List Import pre and post user hooks allow you to write custom PL/SQL that is invoked during the list import process prior to list generation. The purpose is to allow you to cleanse the list before the list data is inserted into TCA (pre) and after (post) before list generation.

The following business events are used in the list import user hook process:

List Import - Pre Business Event: oracle.apps.ams.list.ListImportPreEvent.

List Import - Post Event: oracle.apps.ams.list.ListImportPostEvent

Setting Up Discoverer for Lists

Oracle Discoverer is a business intelligence/analytics application that is implemented with Oracle Marketing for list management purposes.

For more information on integrating Oracle Marketing and Oracle Discoverer see Integrating Oracle Marketing and Oracle Discoverer in Optional Integrations.

Discoverer Queries and List Generation

A Discoverer query can be launched from within the Oracle Marketing application, and a list manager can create and manage workbooks and worksheets needed for list management purposes.

You can create a list of person and organizational contacts, and the organization information can be part of the attribute in organization contact list. When creating a list from Discoverer, you will need to select a mandatory identifier, which is a constant key. The other fields including "include organization", "include email", etc. are optional depending on what kind of list you want to generate.

Seeded Discoverer Business Areas Reference

There are two seeded Business Areas within Discoverer: Organization and Person. You can create workbooks for these business areas and use the workbooks for list generation.

Creating Workbooks in Discoverer

To create workbooks in Discoverer, you need to launch the Workbook Wizard and select the items from the Items tab. These are seeded Business Areas of either Organization or Person. From the Details page, enter the values for the business area to create a workbook.

Custom Business Areas

Similar to creating workbooks for seeded Business Areas in Discoverer, the workbook wizard contains pages where you can assign conditions and calculations to create custom business areas.

For more details on workbooks, see the Oracle Discoverer Implementation Guide.

Troubleshooting

My List status perpetually displays ‘Generating’ or ‘Scheduled’. Why?

This happens when the Workflow Listener is down or service components are down. To resolve this issue try the following steps:

  1. Navigate to Oracle Applications Manager > Workflow Manager (Your system administrator can provide this path).

  2. Check if the Agent Listeners are up.

  3. In case you need to refresh the Listeners, click the icon adjacent to the Listeners. This displays a list of all the Listeners.

  4. Refresh the Listeners by stopping and restarting the services.

  5. If the service components are down, then restart them with the Application DBA’s help.

  6. If this does not resolve the error, you might have to refresh the Concurrent Manager as well. Contact your system administrator.

    If you are still not able to resolve the problem, your system queue might be corrupted. Contact the database administrator to resolve it.

I carried out all the steps correctly to generate my list, but it still displays the status ‘Failed’. Why?

Check the system log in the Generation mid-tab on the List Details page for the following errors:

Running a Script to Setup Schema in a Remote Database

Use the following steps to create schema used for remote processing.

Steps

  1. Login to SQL*Plus in the remote database.

    Note: As a best practice, you should create a new schema and give access to tables and views which will be used for remote data processing. Typically this would be views and tables that will store customer information with which you are going to create lists. By creating new schema, you are limiting apps user access to only the relevant tables and views which might be needed for list generation.

  2. Download the zip file amsrlpkg.zip and unzip the contents.

  3. Run the script amsremot.sql on the remote database (for the same schema). This script creates the following tables:

  4. Apply the following AMS .pls files :