Contents

List of Tables

Title and Copyright Information

Preface

• Audience
• Documentation Accessibility
• Access to Oracle Support
• Related Documents
• Conventions

What's New in This Release

Overview of Oracle CRM On Demand Marketing

• Introduction to Oracle CRM On Demand Marketing
• Using the Online Help
• About the User Interface
• Managing Folders
• Views Available in Oracle CRM On Demand Marketing
• About Email and Sales Representative Personalization
• About Privacy in Oracle CRM On Demand Marketing

Managing Campaigns

• About Campaigns
• About Campaign Fields
• About Campaign Custom Fields
• About Campaign Status
• Creating Campaigns
• Creating Static Campaigns
• Working with Campaign Automation
• About Adaptive Campaigns
  • Associating Lists with Adaptive Campaigns
    • About Static and Dynamic List Modes for Adaptive Campaigns
    • Editing Lists for Adaptive Campaigns
  • Defining Automation Rules
    • Standard Available Triggers
    • Adding Triggers
  • Creating an Automation Schedule for Adaptive Campaigns
  • Displaying the Adaptive Email Execution Report
    • About Email Delivery Status Conditions
• Creating Workflow Campaigns
  • Associating Lists with Workflow Campaigns
    • About Static and Dynamic List Modes for Workflow Campaigns
    • Editing Lists for Workflow Campaigns
  • Designing Workflows
    • About Automation Rules and Triggers
  • Creating Automation Schedules for Workflow Campaigns
  • Displaying the Workflow Email Execution Report
    • Email Delivery Status Conditions
• Associating Campaign Budgets
• Working with the All Campaigns List
• Displaying and Editing Campaigns
• Deleting a Campaign
• Moving Campaigns
• About Programs
• Program Fields
• About Custom Fields for Programs
• Selecting Program Types
• Creating a Program Header
• About the Import Offline Registrations Program
• Creating Program Components
• Associating Lists with a Program
• Associating Offers
• Adding Outbound Email Invitations
• Associating Registrations
• Configuring Advanced Registration Options
• Configuring Postregistration Emails
• Configuring Postregistration Followup
• Associating Call Scripts
• About Program Status
• Testing a Program
• Launching Static Programs
• Launching Automated Programs
• Displaying Program History
• Displaying the Email Execution Report
• Displaying the Lead Funnel Report
• Searching for Programs
• Editing Programs
• Deleting Programs
• Copying Programs
• Moving Programs

Managing Web Sites

• Working with Web Sites
• About Web Forms
  • About Web form Rules
    • Using the Advanced Skip Feature
    • Building Conditions
    • Creating Conditional Questions
  • Web Form Status
    • Process of Creating a Web Form
    • To create a Web form manually, perform the following tasks:
  • Creating Web Forms
  • Creating Web Form Headers
  • Selecting Web Form Attributes
    • Deleting Attributes
    • Creating Attributes for Web forms
  • Defining the Question and Attributes for a Web Form
    • About Modifying Rules
  • Defining Web Form Options
  • Configuring Web Form Completion Activities
  • Editing Web Forms
  • Deleting Web Forms
  • Copying Web Forms
  • Searching for Web Forms
  • Moving Web Forms
  • Displaying Web Form Properties
• About Microsites
  • Microsite Fields
  • Creating Microsites
    • Using HTML Files
    • Selecting Templates
    • Inserting Tags
  • Microsite Statuses
  • Searching for Microsites
  • Editing Microsites
  • Deleting Microsites
  • Displaying the Microsite Approval Workflow
• About Topics
  • Topic Fields in a Microsite
  • Creating Topics
  • Topic Status
  • Searching for Topics
  • Editing Topics
  • Deleting Topics
  • Displaying the Topic Approval Workflow
• Working with Recommendation Rules
  • Creating Recommendation Rules
  • Editing Recommendation Rules
  • Deleting Recommendation Rules
  • Searching for Recommendation Rules

Managing Offers and Templates

• Working with Offers
  • About Offer Fields
  • About Offer Statuses
  • Creating Offers
  • Searching for Offers
  • Editing Offers
  • Deleting Offers
  • Displaying Programs Using an Offer
  • Displaying Offer Last Modified by Date and User
• Working with Templates
  • Creating Templates
  • Searching for Templates
  • Editing Templates
  • Deleting Templates
• Working with the Hosting Library
  • Adding a New File to the Hosting Library
  • Using the Asset File Details Page
  • Using the File Edit Page

Working with Contacts and Lists

• About Contacts
• Standard Attributes for Contacts
• Creating a Contact
• Searching for a Contact
• Editing a Contact
• Deleting Contacts
• Displaying Contact Activity History
• About Target Lists
  • List Types
  • List Modes
  • About Profiles and Profile Attributes
  • Operators
    • Guidelines for Using Operators
• Creating Lists
  • Searching for Lists
  • Editing Lists
  • Deleting Lists
  • Copying Lists
  • Refreshing List Counts
  • Displaying the Programs That Use a List
  • Displaying, Deleting, and Exporting Contacts in a List
• About Contact Attributes
  • About Attribute Categories
  • Creating Attributes
  • Creating Questions and Defining Answers
    • Question Types
    • Enabling Answer Codes
  • Searching for Attributes
  • Editing Attributes
  • Deleting Attributes
• About Importing Contacts
  • Importing Multibyte Data
  • Searching for Contact Import Configurations
  • Editing Import Configurations
  • Deleting Import Configurations
  • Copying Import Configurations
  • Moving Import Configurations
• Searching for Accounts

Managing Activities, Queues, and the Call Center

• About Contact Activities
  • About Registrations
    • Score Levels for Registrations
  • Displaying Registration Details
  • Searching Registration Details
  • Displaying Web Site Activity
• Displaying Queue Activity
• About the Call Center
  • About Telemarketing
    • Guidelines for Marketing Campaign Owners
  • About Call Center Views
    • View Definitions
  • Configuring Your Call Center
    • Guidelines for Managing Leads
  • About the Telemarketing Workflow
    • Searching in Call Center
  • Calling Prospects
  • Qualifying Prospects
  • Disqualifying Prospects
  • Changing Queues
  • Reviewing Previous Telemarketing Interactions
    • Activity Types
  • Displaying Telemarketing Prospect Details
  • About the Telemarketing Prospect Statuses
    • How a Prospect Changes Status
    • Telemarketing Status for List Segmentation
• Displaying Call Center Reports
• About Email Opt Outs

Using Reports

• Operational Reports
• About the Report Tab
• Operational Report Types
  • Email Statistics Report
  • Email Bounceback Report
  • Email Unsubscribe Report
  • Email Clickthrough Report
  • Email Summary by Domain Report
  • Email Bounce by Contact Report
  • Email Unsubscribe by Contact Report
  • Email Clickthrough by Contact Report
  • Program Registration Report
  • Program Registrations and Attendance Report
  • Registration Profile by Attribute Report
  • Registration Statistics by Score Report
  • Attendee Roster Report
  • Lead Funnel Report
  • Program Registrant Profile Report
  • Queue Assign Summary Report
  • Queue Assignment by Campaign Report
  • Queue Assignment by Program Report
  • Queue Assignment by Status Report
  • Queue Assignment Detail Report
  • Program Configuration Report
  • Campaign Automation Summary Report
  • Campaign Switch Summary Report
  • Automation Statistics by Program Report
  • Invitations by Program Report
  • Traversed Path by Campaign Report
  • Campaign Automation Details Report
  • Campaign Automation Activity Details Report
  • Campaign Automation Email Statistics Report
  • Campaign Automation Email Bounceback Report
  • Campaign Automation Email Unsubscribe Report
  • Campaign Automation Email Clickthrough Report
  • Campaign Summary Report
  • Program Summary Report
  • Telemarketing Agent by Program Report
  • Summary by Status and Reason Report
  • Program by Agent Report
  • Open Prospects by Age Report
  • Closed Telemarketing Leads Report
  • Summary of Registrations by Program Report
  • Summary of Emails by Program Report
  • Usage Summary Report
  • Available Usage Volume Report
  • Scoring and Queue Assignment Details for the Imported Registrations Report
  • Queue Assignment Summary by Contact Imports Report
  • Summary of Website Activities Report
  • Website Activity Details Report
  • Generating Operational Reports
    • Exporting Results

Configuring and Administering Oracle CRM On Demand Marketing

• Using the Admin Page
• Configuring Campaign Management Options
  • Configuring Program Types
    • Editing Program Types
    • Deleting Program Types
    • Creating Program Types
  • Configuring Offer Types
    • Editing Offer Types
    • Deleting Offer Types
    • Creating Offer Types
    • Offer Fulfillment Types
• Configuring Registration Management Options
  • Configuring Global Registration Rules
    • Campaign Time-Based Registration Rule
    • Microsite Time-Based Registration Rule
    • Topic Time-Based Registration Rule
  • Configuring Phone and Postal Validations
  • Configuring the Inbound Registration Filter
  • Configuring Deduplication Rules
    • How Data Deduplication Works
  • Configuring Attributes
  • Configuring Personalized ID
    • What Rules Apply When Oracle CRM On Demand Marketing Is Assigning PIDS to Contact Records
  • Configuring Cookie Consent
• Configuring Lead Management Options
  • Configuring Queues
    • Attributes Frequently Used in Queue Assignment Rules
  • Creating Queues
  • Selecting Queue Delivery Options
    • Email
  • Creating a Call Center Queue
  • Configuring Derived Attribute Lookups
  • Process of Configuring the Response Funnel
  • Process of Configuring Rules Summary
  • Configuring the Rejection Flag
  • Configuring Derived Attribute Rules
    • Lookup-Based Rule
    • Set Absolute Value Rule
    • Example: Derive Attributes Using Value
    • Example of Deriving an Insight Category Attribute Using a Lookup Table
    • Example of Deriving an Insight Category Attribute by Defining a Rule
  • Configuring Suppression Rules
  • Configuring Scoring Rules
  • Configuring Queue Assignment Rules
  • Configuring Telemarketing Disqualification Reasons
    • Creating Disqualification Reasons
• About Contact Management
  • Deleting Multiple Contacts
    • Guidelines Before Performing a Bulk Delete
    • Guidelines for Doing Bulk Deletions
    • Performing a Bulk Deletion
• Configuring Web Site Tracking Management Options
  • Configuring Web Site Tracking
    • Example of Using Page Categories to Display Activity Reports
  • Configuring Tracking Script
    • Generic Script
    • Page Specific Script
    • Generating a Tracking Script
• About Job Reports
  • Displaying Job Statuses
    • About Job Status Periods
  • Configuring the Webform Dedupe Report
• Configuring Security Management Options
  • Editing User Information
  • About Roles
  • Configuring Roles
  • Configuring Which Languages You Want to Use
• Configuring Email Management Options
  • Creating an Email Using From Addresses
  • Configuring Email Signatures
  • Configuring Forwarding Email to a Friend
• Configuring Field Management Options
  • Creating Campaign Custom Fields
    • Localizing Custom Fields
  • Creating Program Custom Fields
• Configuring CRM Integration Management Options
  • Configuring Account Credentials
  • About Configuring Object Synchronization
  • Displaying the Contact Synchronization Filter
  • Configuring the Contact Synchronization Filter
  • Displaying the Lead Synchronization Filter
  • Configuring the Lead Synchronization Filter
  • Configuring Deduplication Rules
  • Configuring Publishing Rules
  • Mapping Account Fields
  • Mapping Lead and Contact Fields
• About Synchronizing and Publishing Data
• Using Custom Objects
• Configuring My Setup Options
  • About Your User Profile

Index