Setting Up PeopleSoft Enterprise Marketing and Telemarketing

This chapter discusses how to:

Set CRM application security for Enterprise Marketing.
Set dataset security.
Set display templates for Enterprise Marketing.
Define campaign elements.
Define channel elements.
Define content elements.
Define offer options.
Define and create metrics.
Define cost elements.
Define audience maximum rows.
Define task tools.
Define telemarketing elements.

Setting CRM Application Security for Enterprise Marketing

This section describes how to set up CRM application security for Enterprise Marketing.

Pages Used to Set CRM Application Security for Enterprise Marketing

Page Name	Object Name	Navigation	Usage
Membership List	RSEC_MEMBER_SMRY	Set Up CRM, Security, CRM Application Security, Search Membership List	Set up Enterprise Marketing roles as a membership list.
Add Membership List	RSEC_ML_ROLE	Click the Edit Member List link on the Membership List page to edit the list, or click the View Role List link to view it.	Add a new membership list.
Functional Option	RSEC_FUNC_DEFN	Set Up CRM, Security, CRM Application Security, Functional Option	Use these system-delivered items as display templates.
Functional Option Group	RSEC_FUNC_GROUP	Set Up CRM, Security, CRM Application Security, Functional Option Group	Set up a functional option group for Enterprise Marketing users.
Security Profile	RSEC_PROFILE	Set Up CRM, Security, CRM Application Security, Search Security Profile	Create a new security profile to contain the membership list and functional option group.

Setting Up a Membership List

Access the Membership List page.

This page includes all the roles to which Enterprise Marketing users will be assigned. If needed, you can use multiple membership lists.

Adding a Member

The Add Membership List page displays the security objects (role, person, partner contact, and so forth) included in this membership list. You can edit the objects.

Note. You can also view the membership list without editing.

Access the Add Membership List page.

Name

Enter the name of the security object.

Add Role

Click this button to add a new role to the list.

Setting Up a Functional Option Group

Access the Functional Option Group page.

The Option Value field should be blank for both functional options.

Setting Up a Security Profile

Access the Security Profile page.

All membership lists that you create must be attached to a security profile. This step links the membership roles to the functional option groups that control the security on the Marketing Programs pages using display templates.

Setting Dataset Security for Enterprise Marketing

This section describes how to set dataset security for Enterprise Marketing programs.

Page Used to Set Dataset Security for Enterprise Marketing

Page Name	Object Name	Navigation	Usage
Dataset Rules	EOEC_DATASET	Enterprise Components, Component Configurations, Datasets, Dataset Rules Select the RA_PROGRAMS dataset.	Set dataset security for marketing programs.

Page Name

Object Name

Navigation

Usage

Dataset Rules

EOEC_DATASET

Enterprise Components, Component Configurations, Datasets, Dataset Rules

Select the RA_PROGRAMS dataset.

Set dataset security for marketing programs.

Setting Dataset Rules

Access the Dataset Rules page.

These rules are attached to the standard delivered marketing rules. If you set up your own rules, you must also set up the corresponding rules. If you use existing roles, you must verify that the delivered rules attached to these roles are correct for your roles.

Setting Display Templates for Enterprise Marketing

This section describes how to set display templates for Enterprise Marketing.

To set display templates for Enterprise Marketing, use the Component Configuration (RA_COMP_CFG) component.

Page Used to Set Display Templates for Enterprise Marketing

Page Name	Object Name	Navigation	Usage
Display Template	RDT_TMPL_PAGE	Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Details Select Marketing as the display template ID.	Set display template for marketing.
Component Configuration	RA_COMP_CFG	Set Up CRM, Product Related, Marketing, Component Configuration	Defines the display templates that will be used when displaying the marketing component(s) that use display templates.
System Data Option	RA_COMP_CFG	Click the System Data Option tab on the Component Configuration page.	Modify display template data.

Setting Display Templates

Access the Display Template page.

Field level security is set by default for several fields. Refer to the display template documentation for further information.

Setting Component Configuration

Access the Component Configuration page.

This page defines which display template will be used when displaying the marketing component(s) that use display templates. It is based on the display templates that are defined by default, and the data is set up to use the default display template definitions.

Add

To add additional templates, click this button and then fill in the necessary fields. Fields that can be added are:

Portal Name.
Component Name.
Market.
Display Template.

See Configuring Display Templates.

Modifying Data

Access the System Data Option page.

Modify System Data`

Click this button to modify system data for the selected row. Click the General tab and modify the necessary fields. Fields that can be modified are:

Portal Name.

Component Name.

Market.

Display Template.

Defining Campaign Elements

This section provides an overview of campaign elements and discusses how to:

Define campaign activity objectives.
Define campaign and activity statuses.
Define status rules.
Define budget sources.
Define trigger schedules.

Understanding Campaign Elements

PeopleSoft delivers the following objective codes with the system under the SHARE setID. You can modify or delete the delivered codes, or add additional codes as needed:

Code	Objective	Description
ACQU	Acquisition	Acquire new customers.
AWAR	Awareness	Increase awareness of your products or services within your target audiences.
CSEL	Cross Sell	Encourage members of your target audience to purchase products or services that complement those that they have already bought or intend to buy.
EVNT	Events	Host an event, such as a meeting, party, seminar, or class.
INTR	Internal	Promote interest in your products or services among members of your own organization.
LOYA	Loyalty	Encourage your target audience to make an emotional commitment to using your products or services.
PRES	Press and Analyst Relations	Communicate with journalists and others who might report on your products or services.
LAUN	Product Launch	Introduce new products or services.
USEL	Up Sell	Encourage your target audience members to purchase products or services that are of higher value or more expensive than those that they already intend to buy.

PeopleSoft delivers the following status codes:

Status Code	Status	Description
APPR	Approved	Approved by reviewer.
ARCH	Archived	Hidden from standard view. You can find archived campaigns and activities only by entering Archived in your search parameters.
CMPL	Completed	Ended on the established campaign end date.
DCLN	Decline	Declined by reviewer.
EXEC	Executing	Being carried out. Before you can change a campaign or wave status to Executing, the statuses of three associated elements must be as follows: Content must have the status Completed. Offers must have the status Completed. Audiences must have the status of either Approved or Committed. The EXEC (executing) status drives a number of actions within PeopleSoft Enterprise Marketing. For example, setting the status of a campaign to Executing enables you to set associated activities to Executing also. Setting an activity to Executing causes the system to validate any associated audiences, content, offers, and scripts. Associated audiences are also set to a status of Committed. Also, if the activity channel execution method is SFA or TELM, associated audiences' leads are “pushed” to the PeopleSoft Sales and PeopleSoft Telemarketing applications.
IREV	In Review	In review.
NEW	New	Initial design phase.
STOP	Stopped	Canceled before the established campaign end date.
TRIG	Trigger Approved	Approved by the reviewer and ready to switch to Execution status by means of a trigger (not manually).

Pages Used to Define Campaign Elements

Page Name	Object Name	Navigation	Usage
Marketing Objectives	RA_UD_CMPGN_OBJ	Set Up CRM, Product Related, Marketing, Objectives, Marketing Objectives	Define campaign, dialog, and activity objectives.
Campaign and Activity Statuses	RA_UD_CMPGN_STAT	Set Up CRM, Product Related, Marketing, Campaigns, Statuses, Campaign and Activity Statuses	Define campaign and activity statuses.
Status Rules	RA_UD_STAT_CMB1	Set Up CRM, Product Related, Marketing, Campaigns, Status Rules, Status Rules	Define status rules by establishing valid status changes for campaign objects.
Budget Sources	RA_UD_BUDGT_SRC	Set Up CRM, Product Related, Marketing, Campaigns, Budget Sources, Budget Sources	Define budget sources.
Program Control	RA_PROGRAM_CONTROL	Set Up CRM, Product Related, Marketing, Campaigns, Program Control, Program Control	Define information about Marketing programs.
Trigger Schedules	RA_SCHEDULE	Set Up CRM, Product Related, Marketing, Campaigns, Trigger Schedules, Trigger Schedules	Define trigger schedules by setting up system schedules to check when to execute campaign triggers.

Defining Objectives

To define marketing objectives, use the Marketing Objectives (RA_UD_CMPGN_OBJ) component.

Access the Marketing Objectives page.

Objective codes describe the goals of a campaign, a campaign activity, an offer, and, if you have purchased PeopleSoft Online Marketing, an online dialog. Objectives are associated with campaigns on the Program Detail page and with activities on the Activity Details page.

Objective Code	Enter a code that identifies the objective.
Description	Enter a description of the objective code.

Defining Campaign and Activity Statuses

To define campaign and activity statuses, use the Campaign and Activity Statuses (RA_UD_CMPGN_STAT) component.

Access the Campaign and Activity Statuses page.

Campaigns and activities pass through structured life cycles. You create a campaign or activity, define its attributes, associate objects with it (content, audiences, channels, and so on), send it for review, carry it out (if approved), complete it (unless you stop it prematurely), and archive it. At each stage in its life cycle, a campaign or activity has a status. You may also use status changes to drive workflow processes.

Campaign Status	Enter the code that identifies the campaign and activities status. PeopleSoft delivers a set of status codes under the SHARE setID. Do not modify the delivered values. You may add new values.
Description	Enter a description of the status code.

Note. Campaign and activity statuses are identical objects, although you use them separately.

Do not change or remove campaign object statuses that PeopleSoft delivers predefined with your system. If you define new statuses, then you must also define new status rules.

Defining Status Rules

To define status rules, use the Status Rules (RA_UD_STAT_CMB1) component.

Access the Status Rules page.

Status rules apply to virtually all PeopleSoft Enterprise Marketing objects and determine which statuses that your campaign objects cycle through and in what order. If you attempt to change an object's status contrary to the defined rules, you receive an error message and the system rejects the change. For example, the system rejects an attempt to change the status of a campaign from New to Executing without passing through the statuses of In Review and Approved.

PeopleSoft delivers common status rules with your Enterprise Marketing system. You may add new rules as needed.

Campaign Object Type

Select the campaign object type that the status rule governs.

Values are Campaign, Campaign Task, Campaign Activity, Content, Content Task, and Offer.

Status Code From and Status Code To

Select status values for before and after the change. The values that are available depend on the object type selected.

Defining Budget Sources

To define budget sources, use the Budget Sources (RA_UD_BUDGT_SRC) component.

Access the Budget Sources page.

Budget source codes identify the source of funds used to cover the costs of a campaign. You associate budget source codes with campaigns using the Plan Campaign page.

Budget Source	Enter a code that identifies the budget source.
Description	Enter a description of the budget source code.

Defining Program Control

Access the Program Control page.

Program Type

Select Campaign, Roll Up, or Dialog.

Menu Name

Do not modify this field; the menu name item is delivered as part of your system data.

Menu Bar Item

Do not modify this field; the menu bar item is delivered as part of your system data.

Item Name

Do not modify this field; the item name item is delivered as part of your system data.

Transfer Page

Do not modify this field; the transfer page item is delivered as part of your system data.

Transfer Mode

Do not modify this field; the transfer mode item is delivered as part of your system data.

Program Image

Use this button in conjunction with marketing programs. You can replace it with a different image.

Activity Image

Use this button in conjunction with activities. You can replace it with a different image.

Defining Trigger Schedules

To define trigger schedules, use the Trigger Schedules (RA_SCHEDULE) component.

Access the Trigger Schedules page.

Using campaign triggers, your system can initiate campaign events at specified times or when specified conditions are met. For example, you might define a campaign with two activities: the first activity is a small test to determine how well the campaign is received and the second activity rolls the campaign out to the full audience. To launch the full roll out, use a metric to evaluate the response to the test activity. When the response reaches an established point, a trigger launches the second activity.

The campaign trigger schedule controls how frequently the campaign triggers that you establish are checked.

Description	Enter a full description of the campaign trigger schedule.
Frequency	Select the frequency with which the system checks campaign conditions pursuant to executing campaign triggers. Values are: Annually: System checks campaign conditions annually. When you select this value, the Month and Day of the Month fields become available so that you can specify the date when the system checks campaign conditions every year. For example, you can set up your system to check campaign conditions every year on June 30. Daily: System checks campaign conditions every week on specified days. When you select this value, the Day of Week field becomes available so that you can specify the days each week when the system checks campaign conditions. For example, you can set up your system to check campaign conditions every Monday, Wednesday, and Friday. Note. Select Daily to check campaign conditions multiple times each week. Monthly: System checks campaign conditions every year on specified months. When you select this value, the Month, Day of the Month, and Last Day of the Month fields become available so that you can specify the day of the specified month when the system checks campaign conditions. For example, you can set up your system to check campaign conditions on the first day of January, April, July, and October. User-Defined: This value is reserved for future use. Weekly: System checks campaign conditions every week on a specified day. When you select this value, the Day of Week field becomes available so that you can specify the day when the system checks campaign conditions every week. For example, you can set up your system to check campaign conditions every Tuesday. Note. Select Weekly to check campaign conditions only once a week. The schedule ID is freeform: you can use any name, but it is best to use something descriptive. For example, you might give the name “W-FRI” to a schedule that is to be run weekly every Friday.
Month of the Year	Select the month when the system is to check campaign conditions every year. This field is editable only when you select Annually in the Frequency field.
Day of Week	Select the day of the week when the system is to check campaign conditions. This field is available only when you select Weekly in the Frequency field.
Day of the Month	Select the day of the month when the system is to check campaign conditions. This field is editable only when you select either Monthly or Annually in the Frequency field.
Last Day of the Month	Select when the system is to check campaign conditions on the last day of the month (February 28, April 30, July 31, and so forth). This field is available only when you select Monthly in the Frequency field.
Days of the Week	Select the days of the week on which the system is to check campaign conditions. This field is available only when you select Daily in the Frequency field.
Months	Select the months in which the system is to check campaign conditions each year. This field is available only when you select Monthly in the Frequency field.

Defining Channel Elements

This section provides an overview of channel elements and discusses how to:

Define channel activities.
Define marketing channels.
Define channel details.

Understanding Channel Elements

PeopleSoft delivers the following activity codes with the system. You may add additional values:

Activity Code	Short Description	Long Description
BCST	Broadcast	Broadcast media, such as radio and television.
DRCT	Direct	Contacting potential customers individually, as with direct mail.
EVNT	Event	Events attended by potential customers.
INBD	Inbound	Communication initiated by potential customers, such as telephone calls, website visits, and email.
INTR	Internal	Communication within your organization.
PRNT	Print	Print media, such as newspapers and magazines.

Pages Used to Define Channel Elements

Page Name	Object Name	Navigation	Usage
Channel Activities	RA_UD_ACTIVITY	Set Up CRM, Product Related, Marketing, Channels, Activities, Channel Activities	Define channel activities.
Marketing Channels	RA_UD_CHNL_TYPE	Set Up CRM, Product Related, Marketing, Channels, Marketing Channel	Define marketing channels.
Channels	RA_UD_CHANNEL	Set Up CRM, Product Related, Marketing, Channels, Channels, Channel Details	Define channel details.

Defining Channel Activities

To define channel activities, use the Channel Activities (RA_UD_ACTIVITY) component.

Access the Channel Activities page.

Channel activity codes are associated with activities to indicate the broad category of tactics used to influence your target audience. For example, a broadcast activity includes all forms of broadcast communication, such as television, radio, and billboards. You associate channel activities with the campaign activity using the Activity Details page.

Activity Code	Enter a code that identifies the channel activity.
Description	Enter a description of the channel activity.

Defining Marketing Channels

To define marketing channels, use the Marketing Channels (RA_UD_CHNL_TYPE) component.

Access the Marketing Channels page.

Warning! Marketing channel codes that PeopleSoft delivers with the system are tied to PeopleCode processes. The delivered values appear under the SHARE setID. You can add new codes, but do not modify the delivered codes.

Channel ID

Enter a code that identifies the marketing channel.

Marketing Channel

Enter a description of the marketing channel. This description appears when the marketing channel is selected on the Campaign - Activities detail page.

Channel Execution

Channel execution indicators drive the behavior of an activity once it is set to Executing (EXEC) status. Select a channel execution method. Values are:

Mail Correspondence: Select to execute the marketing activity through direct mail. This method enables the user to use Correspondence Management to generate document merges.

Order Capture: Select to indicate that campaign activity is intended for internal use by the PeopleSoft Order Capture application. The result of this is that customers defined in the audience associated with this campaign activity are potentially eligible for upsell or cross-sell promotions.

Sales Force: Select to indicate that the execution channel for the campaign activity is sales. Once the campaign activity is set to Executing, the audience associated with the campaign activity is pushed to the PeopleSoft Sales application as a group of sales leads.

Telemarketing: Select to execute the marketing activity through PeopleSoft Telemarketing. Once an activity is set to Executing, the audience associated with the campaign activity is pushed to the PeopleSoft Telemarketing application as a group of telemarketing leads.

Advisor/Cross Sell: Allows for execution of marketing activities in cross-sell situations.

Note. The value that you select in the Channel Execution field provides the sole control over which channel is used. The value that appears in the Marketing Channel field is merely a description.

Defining Channel Details

To define channel details, use the Channels (RA_UD_CHANNEL) component.

Access the Channels page.

Channel codes represent the specific media outlets that you use to deliver your message. You associate channel codes with an activity using the Activity Detail page.

Channel Detail	Enter a code that identifies the channel.
Description	Enter a description of the specific media outlet.

See Also

Defining Activities

Defining Content Elements

Content refers to any materials used to deliver your campaign message. Content can be collateral material, such as a flyer or magazine insert, a radio or television ad, or a script used by a telemarketing caller.

This section discusses how to:

Define content types.
Define content subtypes.

Note. Content type and content subtype are included for reporting organizational purposes and are fully modifiable: there are no system requirements for the codes, so you can define them as you wish.

Pages Used to Define Content Elements

Page Name	Object Name	Navigation	Usage
Content Types	RA_UD_CONT_TYPE	Set Up CRM, Product Related, Marketing, Content, Types, Content Types	Define content types.
Content Subtypes	RA_UD_CNT_STYPE	Set Up CRM, Product Related, Marketing, Content, SubTypes, Content Subtypes	Define content subtypes.

Defining Content Types

To define content types, use the Content Types (RA_UD_CONT_TYPE) component.

Access the Content Types page.

Use content types to define broad categories of content.

Content Type	Enter a code that identifies the content type.
Description	Enter a description of the content type.

Defining Content Subtypes

To define content subtypes, use the Content Subtypes (RA_UD_CNT_STYPE) component.

Access the Content Subtypes page.

Use content subtypes in conjunction with content types to more narrowly define a particular type of content. A content type of print, for example, may include many subtypes, such as flyers, letters, brochures, and other forms of printed material.

Content SubType	Enter a code that identifies the content subtype.
Description	Enter a description of the specific content subtype.

Defining Offer Options

This section discusses how to:

Define offer context.
Define offer options.

To set define offer options, use the RA_OFFER_OPTIONS component.

Pages Used to Define Offer Options

Page Name	Object Name	Navigation	Usage
Offer Context	RA_CONTEXT_SETUP	Set Up CRM, Product Related, Marketing, Offers, Offer Options	Use to enter allowable context for offer presentation.
Offer Options	RA_OFFER_OPTION	Set Up CRM, Product Related, Marketing, Offers, Offer Options, Offer Options	Use to select whether to use third-party optimization with offers.

Defining Offer Context

Access the Offer Context page.

Context Id

The identifier for the allowable context for offer presentation.

Defining Offer Options

Access the Offer Options page.

Third Party Optimization

Select if you will be using a third-party optimization engine for offer presentation.

Defining and Creating Metrics

This section provides an overview of metrics and discusses how to:

Define metric types.
Define metric subtypes.
View a summary of existing metrics.
Create new metrics.

Understanding Metrics

Metrics are mechanisms for measuring. Some metrics are used to count, others to compare and calculate. You use metrics to evaluate the effectiveness of campaigns and activities and to trigger events.

PeopleSoft delivers the most commonly used metrics with your Enterprise Marketing system. You can, however, create additional metrics when needed.

Enterprise Marketing is delivered with the following predefined metrics:

Metric Name	Description	Unit of Measure
Contact Rates – Telemarketing	Campaign activity level	Percentage
Conversion Rates – Telemarketing	Campaign activity level	Percentage
Cost	Campaign activity level	Currency amount
Cost	Campaign level	Currency amount
Cost	Rollup level	Currency amount
Cost per Lead	Campaign activity level	Currency amount
Cost per Lead	Campaign level	Currency amount
Cost per Lead	Rollup level	Currency amount
Cost per Quote	Campaign activity level	Currency amount
Cost per Quote	Campaign level	Currency amount
Cost per Quote	Rollup level	Currency amount
Do Not Call Rate – Telemarketing	Campaign activity level	Percentage
“Do Not Contact” Responses	Rollup level	Count
Lead to Quote ratio	Campaign activity level	Percentage
Lead to Quote ratio	Campaign level	Percentage
Lead to Quote ratio	Rollup level	Percentage
Number of Leads	Campaign activity level	Count
Number of Leads	Campaign level	Count
Number of Leads	Rollup level	Count
Number of Opportunities	Campaign activity level	Count
Number of Opportunities	Campaign level	Count
Number of Opportunities	Rollup level	Count
Number of Quotes	Campaign activity level	Count
Number of Quotes	Campaign level	Count
Number of Quotes	Rollup level	Count
Number of Responses	Campaign activity level	Count
Number of Responses	Campaign level	Count
Number of Responses	Rollup level	Count
Opportunity Rate – Telemarketing	Campaign activity level	Percentage
Opportunity to Quote ratio	Campaign activity level	Percentage
Opportunity to Quote ratio	Campaign level	Percentage
Opportunity to Quote ratio	Rollup level	Percentage
Order Revenue	Campaign activity level	Currency amount
Order Revenue	Campaign level	Currency amount
Order Revenue	Rollup level	Currency amount
Response Rate	Campaign activity level	Percentage
Response Rate	Campaign level	Percentage
Response Rate	Rollup level	Percentage
Response Rate-Outbound Mktng (response rate-outbound marketing	Campaign activity level	Percentage
Revenue per Lead	Campaign activity level	Currency amount
Revenue per Lead	Campaign level	Currency amount
Revenue per Lead	Rollup level	Currency amount
Revenue per Quote	Campaign activity level	Currency amount
Revenue per Quote	Campaign level	Currency amount
Revenue per Quote	Rollup level	Currency amount
Revenue Variance	Rollup level	Currency amount
ROI (return on investment)	Campaign activity level	Currency amount
ROI (return on investment)	Campaign level	Currency amount
ROI (return on investment)	Rollup level	Currency amount

The system links metrics to your campaigns through the following pages:

Campaigns - Define Activities: Detail page.
Campaigns - Triggers page.
Campaigns - Performance page.
Audiences - Costs page.
Content - Costs page.

See Define a Trigger, Measuring Campaign Effectiveness, Associating Costs with an Audience or Segment, Defining Activities, Entering the Costs of Creating Content.

Metrics that PeopleSoft delivers with your system fall within one of two metric subtypes. Each subtype falls within one of two metric types.

Pages Used to Define and Create Metrics

Page Name	Object Name	Navigation	Usage
Metric Types	RA_UD_MET_TYPE	Set Up CRM, Product Related, Marketing, Metrics, Types, Metric Types	Define metric types.
Metric Subtypes	RA_UD_MET_STYPE	Set Up CRM, Product Related, Marketing, Metrics, SubTypes, Metric Subtypes	Define metric subtypes.
Metric Detail	RA_METRICS_SUMM	Set Up CRM, Product Related, Marketing, Metrics, Detail	View summary information about all existing metrics under a setID.
Performance Metric Details	RA_METRICS	To edit an existing metric, click the Metric Name link on the Metric Detail page. To create a new metric, click the Add Metric button on the Metric Detail page.	Define and review metrics.

Defining Metric Types

To define metric types, use the Metric Types (RA_UD_MET_TYPE) component.

Access the Metric Types page.

Metric types classify the types of metrics that you create.

Metric Type	Enter a code that identifies the metric type. Delivered values are CMPG (Campaign level), RLUP (Rollup level), and WAVE (Campaign Activity level).
Description	Enter a description of the general metric type.

Defining Metric Subtypes

To define metric subtypes, use the Metric Subtypes (RA_UD_MET_STYPE) component.

Access the Metric Subtypes page.

Metric subtypes are paired with a metric type to define a metric more specifically. For example, you might define a metric type for campaigns. Within that broad metric type, you might define separate metric subtypes for financial analysis and performance analysis.

Metric Sub Type	Enter a code that identifies the metric subtype.
Description	Enter a description of the metric subtype.

Viewing a Summary of Existing Metrics

To view a summary of existing metrics, use the Metric Detail (RA_METRICS) component.

Access the Metric Detail page.

Metrics are grouped under a setID. Enter a setID on the Maintain Metrics page and click Search to access the Metric Detail page. A list of existing metrics appears.

Metric Name	Displays a descriptive name of the metric. Click to access the Performance Metric Details page, where you can edit an existing metric.
Unit Of Measure	Displays the unit of measure used in the metric. Values are: % (percent): Percentage of total. Count: Number of the item being measured, for example, the number of leads, responses, or quotes. Amount: Currency amount. Units: Number of units.
Active Status	Determines whether a metric is available for use. Select Inactive to remove a metric from use. Inactive metrics are unavailable and invisible outside of the Maintain Metrics - Performance Metric Details page. When you change a metric's status back to Active (the default setting), it functions normally again.
Add Metric	Add and define additional metrics.

Creating New Metrics

Access the Performance Metric Detail page.

Warning! Every metric has an associated Structured Query Language (SQL) object that contains a SQL statement. The SQL statement governs the metric's calculations. SQL objects (and statements) are predefined for the metrics that PeopleSoft delivers with your system.

To create custom metrics, you must first define the accompanying SQL objects and statements using PeopleSoft Application Designer. SQL objects designed to govern PeopleSoft Enterprise Marketing metrics must have names that begin with the prefix RA_. Save such SQL objects in the PeopleTools dictionary of your PeopleSoft Customer Relationship Management database.

SetID	Displays the setID within which the metric resides.
Metric ID	Displays the system-generated code that identifies the metric.
Name	Enter a descriptive name for the metric.
Metric Type	Select the type of object to be analyzed: CMPG —Campaign WAVE — Activity RLUP — Campaign Rollup
Metric Sub Type	Define the nature of the analysis: Performance Financial
SQL Identifier (Structured Query Language identifier)	Select a unique identifier of the SQL object that contains the SQL statement that governs the metric's calculations.
Active Status	Select the metric's status: Active or Inactive.
SQL Stmt Text (Structured Query Language statement text)	Displays the SQL statement that governs the metric's calculations.

Defining Cost Elements

This section discusses how to:

Define cost types.
Define costs.
Define channel costs.

Pages Used to Define Cost Elements

Page Name	Object Name	Navigation	Usage
Cost Types	RA_UD_COST_TYPE	Set Up CRM, Product Related, Marketing, Costs, Types, Cost Types	Define cost types associated with campaigns.
Record Costs	RA_COST_METRICS	Set Up CRM, Product Related, Marketing, Costs, Costs	Define the costs that you associate with various campaign objects, including audiences and content.
Channel Cost	RA_CHANNEL_COST	Set Up CRM, Product Related, Marketing, Costs, Channel Cost	Define default costs associated with a specific campaign channel.

Defining Cost Types

To define cost types, use the Cost Types (RA_UD_COST_TYPE) component.

Access the Cost Types page.

Use cost type codes to categorize campaign costs.

Cost Type ID	Enter a code that identifies the cost type.
Description	Enter a description of the cost type.

Defining Costs

To define costs, use the Record Costs (RA_COST_METRICS) component.

Access the Record Costs page.

Cost ID codes associate a specific cost with a campaign, activity, content, or audience. Cost type codes describe a general category of expense, while cost ID codes more narrowly define it.

Cost ID	Enter a code that identifies the cost. Note. Develop a cost ID scheme before you begin setting up your cost ID codes. A good scheme enables you to categorize costs and leaves room for additions when necessary.
Description	Enter a description of the cost.
Cost Type	Select a cost type that reflects the broad category into which the cost falls.
Variable	Select whether the cost is variable or fixed. Select Variable to enable users to edit the Unit Cost field on either the Campaign Detail - Metrics page or the Campaign Detail - Activity Detail page. Select Fixed to prevent users from altering the Unit Cost field when you enter a value in the Cost field on either the Campaign Detail - Metrics page or the Campaign Detail - Activity Detail page.

Defining Channel Costs

To define channel costs, use the Channel Cost (RA_CHANNEL_COST) component.

Access the Channel Cost page.

Define channel costs (default cost values) for campaign channels that are used frequently. When the specific channel is associated with a campaign activity, you can eliminate or modify the default values. To evaluate activity costs, you must record actual expenses on the Campaign Detail - Activities page.

Cost Type	Enter the code that identifies the category of expense to be measured.
Variable	When a cost ID is set up as a variable expense, an indicator appears in this check box.
Unit Cost	Displays the cost of a single unit of product (for example, a brochure has a unit cost of 1 USD). The total cost of purchasing brochures is determined by the quantity purchased multiplied by the unit cost.
Planned Cost	Enter the amount that you expect to pay for all units of the product or service to be measured (quantity multiplied by unit cost).
Actual Cost	Enter the amount that you actually pay for all units of the product or service. Note. Under most circumstances, you should leave this field blank because the information is entered on the Campaign Detail - Activities page.

Defining Audience Information

This section discusses how to limit audience row count, set up saved search audiences, and set up segment groups.

Page Used to Define Audience Information

Page Name	Object Name	Navigation	Usage
Audience Setup	RA_LIST_CONFIG	Set Up CRM, Product Related, Marketing, Audiences, Audience Setup	Limit audience row count by configuring the maximum number of rows to appear per audience and to include in correspondence requests.
Setup Saved Search Audience	RA_CFGSRCH_DEFN	Set Up CRM, Product Related, Marketing, Audiences, Saved Search Audience Setup	Set up saved search audiences.
Define Segment Group	RA_SEGMENT_GROUP	Set Up CRM, Product Related, Marketing, Audiences, Segment Group	Set up segment groups.

Limiting Audience Row Count

To limit audience row count, use the Audience Setup (RA_LIST_CONFIG) component.

Access the Audience Setup page.

Enter a maximum number of rows to appear per audience. This setting also limits the number of messages generated to audience members through a correspondence request.

Row count does not limit the actual size of an audience, only the number of rows that appear on the screen. The recommended maximum row count is 2,000.

Setting Up Saved Search Audiences

To set up saved search audiences, use the Setup Saved Search Audience (RA_CFGSRCH_DEFN) component.

Access the Setup Saved Search Audience page.

Component

Displays the configurable search definition component.

Market

Displays the configurable search definition market.

Page

Displays the configurable search definition page.

Record

Displays the configurable search definition search record.

Description

Enter a brief description of the search.

Menu Navigation

Enter the Menu.Bar.Item name to use for transfers to the configurable search page.

Enabled User Roles

Displays the user roles that are allowed to create audiences from this configurable search page.

Enabled Marketing/Dialog Roles

Displays the Marketing/Dialog target individual roles (role/relationship) that can be extracted from the configurable search results to make up an audience list.

Override Search Record

(Optional) Select an alternate search record containing identical fields to the primary search record, plus any additional fields for mapping to a target type. This search record could be a view that provides additional constraints or joins to affect the search results for the audience.

Field Mappings

Displays mapping of configurable search results to audience results.

Setting Up Segment Groups

To set up segment groups, use the Define Segment Group (RA_SEGMENT_GROUP) component.

Access the Define Segment Group page.

Segment Group ID

Enter the unique identifier for the segment group. If you do not enter an identifier (leaving the default value of NEXT) then a group ID will be generated automatically.

Segment Group

Enter a name for the segment group.

Status

Select the current status of the segment group: Active or Inactive.

Defining Task Tools

This section provides an overview of tasks and discusses how to:

Define task shells.
Define task sets.

Understanding Tasks

Tasks represent actions that must be performed. Within Enterprise Marketing, tasks are associated with campaigns, content, and offers, and are assigned to appropriate team members as a reminder to do a certain thing at a certain time. When a task is assigned to a campaign team member, a notification is added to the team's worklist when it is time for the team to perform the task.

Task shells enable you to define common tasks one time and reuse them whenever needed. Task sets enable you to combine several commonly used tasks into a group that you can reuse.

Pages Used to Define Task Tools

Page Name	Object Name	Navigation	Usage
Task Shells	RA_TASK_SHELL	Set Up CRM, Product Related, Marketing, Task Shell, Task Shell	Define task shells.
Task Sets	RA_TASK_GROUP	Set Up CRM, Product Related, Marketing, Task Sets	Define task sets.

Defining Task Shells

To define task shells, use the Task Shell (RA_TASK_SHELL) component.

Access the Task Shell page.

On the Task Shell Definition page, search for an existing task shell or add a new value. To add a new task shell, select a task shell type. Select Campaign to define a task shell associated with campaigns. Select Content to create a task shell associated with content. Click Add to access the Task Shell page, where you can define the task.

Name	Enter a name for the task shell.
Description	Enter a description of the task shell.
Priority	Select a priority value for the task shell. The priority value indicates the urgency of the task shell for information purposes only. Options are High, Medium, or Low.
Status	Select a status for the task. Options are Active and Inactive.

Defining Task Sets

To define task sets, use the Task Sets (RA_TASK_GROUP) component.

Access the Task Sets page.

On the Task Set Definition page, search for an existing task set or add a new value. To add a new task set, select a task shell type. Select Campaign to define a task set associated with campaigns. Select Content to create a task set associated with content. Click Add to access the Task Sets page, where you can define the set.

Name	Enter a name for the task set.
Task Shell ID	Select the name of a task shell that you want to include in the task set. Add and delete additional task shells as needed.

Defining Telemarketing Elements

This section discusses how to:

Define telemarketing fulfillments.
Define telemarketing user dispositions.
Incorporate an automatic transfer function into PeopleSoft Telemarketing scripts.

Pages Used to Define Telemarketing Elements

Page Name	Object Name	Navigation	Usage
Fulfillments	RT_FULFILLMENT	Set Up CRM, Product Related, Telemarketing, Fulfillments	Define collateral materials used to fulfill telemarketing prospect requests.
User Dispositions	RT_USR_DISPOSTN	Set Up CRM, Product Related, Telemarketing, User Dispositions	Define why a telemarketing prospect call is closed.

Defining Telemarketing Fulfillments

To define telemarketing fulfillments, use the Fulfillments (RT_MGR_MANAGE_FFL) component.

Access the Fulfillments page.

Fulfillment definitions reflect collateral materials used to support your company's products. In the course of a telemarketing call, prospects may request collateral materials related to the products offered. Call outcome selections of Send Collateral by Mail or Send Collateral by Email require that you also specify the collateral requested. When the telemarketing agent closes the call, a worklist item is sent to a fulfillment agent.

Defining Telemarketing User Dispositions

To define telemarketing user dispositions, use the User Disposition (RT_USR_DISPOSTN) component.

Access the User Dispositions page.

User dispositions enable you to more fully explain why a telemarketing prospect call is closed. There are no delivered values and there is no associated processing.

Final Disposition	Select a final disposition (the general reason why a prospect call is closed).
User Disposition	Enter a user disposition code that explains the final disposition in more detail. You may enter multiple user dispositions for each final disposition.
Description	Enter a description of the user disposition.

Incorporating an Automatic Transfer Function into PeopleSoft Telemarketing Scripts

PeopleSoft Telemarketing provides a PeopleCode function that automatically transfers telemarketing agents to the PeopleSoft Order Capture application when prospects reply positively to a ready to buy question. You should use this PeopleCode function, InitTelMktOrdCapture, only with scripts associated with telemarketing campaigns that allow the telemarketing agent to capture orders directly (integration method Order Capture Direct). After completing the order capture, the system returns the agent to the Telemarketing Call Prospect page and sets the Call Outcome status to Close Sale.

See PeopleSoft Enterprise CRM 9 Automation and Configuration Tools PeopleBook.

Name	Enter the name of the security object.
Add Role	Click this button to add a new role to the list.

Program Type	Select Campaign, Roll Up, or Dialog.
Menu Name	Do not modify this field; the menu name item is delivered as part of your system data.
Menu Bar Item	Do not modify this field; the menu bar item is delivered as part of your system data.
Item Name	Do not modify this field; the item name item is delivered as part of your system data.
Transfer Page	Do not modify this field; the transfer page item is delivered as part of your system data.
Transfer Mode	Do not modify this field; the transfer mode item is delivered as part of your system data.
Program Image	Use this button in conjunction with marketing programs. You can replace it with a different image.
Activity Image	Use this button in conjunction with activities. You can replace it with a different image.

Component	Displays the configurable search definition component.
Market	Displays the configurable search definition market.
Page	Displays the configurable search definition page.
Record	Displays the configurable search definition search record.
Description	Enter a brief description of the search.
Menu Navigation	Enter the Menu.Bar.Item name to use for transfers to the configurable search page.
Enabled User Roles	Displays the user roles that are allowed to create audiences from this configurable search page.
Enabled Marketing/Dialog Roles	Displays the Marketing/Dialog target individual roles (role/relationship) that can be extracted from the configurable search results to make up an audience list.
Override Search Record	(Optional) Select an alternate search record containing identical fields to the primary search record, plus any additional fields for mapping to a target type. This search record could be a view that provides additional constraints or joins to affect the search results for the audience.
Field Mappings	Displays mapping of configurable search results to audience results.

Segment Group ID	Enter the unique identifier for the segment group. If you do not enter an identifier (leaving the default value of NEXT) then a group ID will be generated automatically.
Segment Group	Enter a name for the segment group.
Status	Select the current status of the segment group: Active or Inactive.