This chapter provides an overview of Customer Data Hub (CDH) impact on PeopleSoft Marketing and discusses how to:
Set CRM (Customer Relationship Management) application security for PeopleSoft Enterprise Marketing.
Set dataset security for PeopleSoft Marketing.
Set display templates for PeopleSoft Marketing and TeleSales.
Define campaign elements.
Define channel elements.
Define collateral elements.
Define offer options.
Define and create metrics.
Define cost elements.
Define audience information.
Define task tools.
Define telesales elements.
Define component audit information.
This section discusses:
Smart search functionality.
Duplicate prevention.
Affected features.
Generated audience using PeopleSoft Query.
If you have implemented CDH, business object Search pages have a user check box option to use the Smart Search feature. These Marketing components and fields are affected:
Marketing Programs: Sponsor, Team Member, Task Assigned To, and Task Assigned By fields.
Collateral: Owner.
Audiences.
Offers.
Marketing Calendar.
When Quick Create pages invoke a Business Object (BO) search for potential matches, the user can use Smart Search. If potential matches are found, they appear on the Potential Duplicates page region with a match score that shows the likelihood of the match being a duplicate. This occurs when a user creates a program sponsor on a Marketing Campaign or a team member on a Marketing Calendar.
When business objects that are referenced by the Marketing Programs, Offer History, Offer Partners, Notification Trigger, Marketing Audiences, and TeleSales Leads transactions are merged, any merge-from BO_IDs are replaced by the merge-to BO ID. Tasks that are associated with these transactions are similarly affected.
Note that worker BOs are not merged; therefore, only campaign sponsors and team members who have the Worker role are affected.
If a merge results in a duplicate lead within a campaign program, the RC_PROSPECT_STAT field on the duplicate lead record is set to Done so that the lead will not be worked on. The merge-from contact will be replaced with the merge-to contact.
The merge-from BO IDs in the audience list are replaced by the merge-to BO_IDs. If this results in a duplicate BO_ID within an audience, the duplicate is deleted from the audience list. This applies to both fixed and dynamic audiences.
When a business object identifier is inactivated as the result of a merge, the BO_ID is removed from the basic data tables.
If you have implemented CDH, customers that are referenced in generated audiences might be updated as the result of merging duplicate data in the CDH. If you have created queries for audience generation using PSQUERY, you must review these queries and revise them accordingly.
See Also
Understanding Customer Data Hub Integration
This section describes how to set up CRM application security for Enterprise Marketing. It discusses how to:
Set up a membership.
Add a member.
Set up a functional option group.
Set up a security profile.
See Also
PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook
Page Name |
Definition Name |
Navigation |
Usage |
RSEC_MEMBER_SMRY |
Set Up CRM, Security, CRM Application Security, Search Membership List |
Set up a 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. |
|
RSEC_FUNC_DEFN |
Set Up CRM, Security, CRM Application Security, Functional Option |
Use these system-delivered items as display templates. |
|
RSEC_FUNC_GROUP |
Set Up CRM, Security, CRM Application Security, Functional Option Group |
Set up a functional option group for PeopleSoft Enterprise Marketing users. |
|
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. |
Access the Membership List page (Set Up CRM, Security, CRM Application Security, Search Membership List).
This page includes all the roles to which PeopleSoft Enterprise Marketing users will be assigned. If needed, you can use multiple membership lists.
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 (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).
Name |
Enter the name of the security object. |
Add Role |
Click to add a new role to the list. |
Access the Functional Option Group page (Set Up CRM, Security, CRM Application Security, Functional Option Group).
The Option Value field should be blank for both functional options.
See Also
PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook
Access the Security Profile page (Set Up CRM, Security, CRM Application Security, Search Security Profile).
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.
See Also
PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook
This section describes how to set dataset security for Enterprise Marketing programs.
See Also
PeopleSoft Enterprise CRM 9.1 Application Fundamentals PeopleBook
Page Name |
Definition Name |
Navigation |
Usage |
EOEC_DATASET |
Enterprise Components, Component Configurations, Datasets, Dataset Rules Select the RA_PROGRAMS dataset. |
Set dataset security for marketing programs. |
Access the Dataset Rules page (Enterprise Components, Component Configurations, Datasets, Dataset Rules).
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.
This section describes how to:
Set display templates for PeopleSoft Enterprise Marketing.
Set component configuration.
To set display templates for PeopleSoft Enterprise Marketing, use the Component Configuration (RA_COMP_CFG) component.
See Also
PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook
Page Name |
Definition Name |
Navigation |
Usage |
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 |
Define the display templates to use when displaying the marketing components that use display templates. |
System Data Option |
RA_COMP_CFG |
Select the System Data Option tab on the Component Configuration page. |
Modify display template data. |
Component Configuration |
RT_COMP_CFG |
Set Up CRM, Product Related, TeleSales, Component Configuration |
Define the display templates to use when displaying the telesales components that use display templates. |
Access the Display Template page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Details).
Field level security is set by default for several fields. Refer to the display template documentation for further information.
Access the Component Configuration page (Set Up CRM, Product Related, Marketing, Component Configuration).
This page defines which display template to use when displaying the marketing components that use display templates. The page's information 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 complete the necessary fields. Fields that you can added are:
|
See Configuring Display Templates.
Modifying Data
Access the System Data Option page (select the System Data Option tab on the Component Configuration page).
Modify System Data |
Click to modify system data for the selected row. Select the General tab and modify the necessary fields. Fields that you can modify are:
|
Access the Component Configuration page (Set Up CRM, Product Related, TeleSales, Component Configuration).
This page defines which display template to use when displaying the telesales components that use display templates. The page's information 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 complete the necessary fields. Fields that you can added are:
|
See Configuring Display Templates.
Modifying Data
Access the System Data Option page (select the System Data Option tab on the Component Configuration page).
Modify System Data |
Click to modify system data for the selected row. Select the General tab and modify the necessary fields. Fields that you can modify are:
|
This section describes how to set component audit information for PeopleSoft Marketing.
Page Name |
Definition Name |
Navigation |
Usage |
Component Audit |
RA_UD_REQ_AUDIT |
Set Up CRM, Product Related, Marketing, Component Audit |
Set component audit information. |
Access the Component Audit page (Set Up CRM, Product Related, Marketing, Component Audit).
This page controls what appears on the History page of the Marketing Program - Campaign Component page, under the Audit tab.
Component |
Select a component from the available list. |
Audit Record Name |
Select an audit record from the available list. |
Record (Table) Name |
Select a record from the available list. |
Add |
Select this check box to display history information on the Audit History page if a new record is added. |
Change |
Select this check box to display history information on the Audit History page if the record is changed. |
Delete |
Select this check box to display history information on the Audit History page if the record is deleted. |
If you do not want to display any audit history for a record, clear all three check boxes for that record.
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 program control.
Define trigger schedules.
The following objective codes are delivered with the system under the SHARE setID. You can modify or delete the delivered codes, or add additional codes as needed:
Code |
Description |
|
ACQU |
Acquire new customers. |
|
AWAR |
Increase awareness of your products or services within your target audiences. |
|
CSEL |
Encourage members of your target audience to purchase products or services that complement those that they have already bought or intend to buy. |
|
EVNT |
Host an event, such as a meeting, party, seminar, or class. |
|
INTR |
Promote interest in your products or services among members of your own organization. |
|
LOYA |
Encourage your target audience to make an emotional commitment to using your products or services. |
|
PRES |
Communicate with journalists and others who might report on your products or services. |
|
LAUN |
Introduce new products or services. |
|
USEL |
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. |
The following status codes are delivered:
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 activity status to Executing, these three associated elements must have the following statuses: Collateral 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, collateral, 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 TeleSales 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). |
Page Name |
Definition Name |
Navigation |
Usage |
RA_UD_CMPGN_OBJ |
Set Up CRM, Product Related, Marketing, Objectives, Marketing Objectives |
Define campaign, dialog, and activity objectives. |
|
RA_UD_CMPGN_STAT |
Set Up CRM, Product Related, Marketing, Campaigns, Statuses, Campaign and Activity Statuses |
Define campaign and activity statuses. |
|
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. |
|
RA_UD_BUDGT_SRC |
Set Up CRM, Product Related, Marketing, Campaigns, Budget Sources, Budget Sources |
Define budget sources. |
|
RA_PROGRAM_CONTROL |
Set Up CRM, Product Related, Marketing, Campaigns, Program Control, Program Control |
Define information about PeopleSoft Marketing programs. |
|
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 run campaign triggers. |
To define marketing objectives, use the Marketing Objectives (RA_UD_CMPGN_OBJ) component.
Access the Marketing Objectives page (Set Up CRM, Product Related, Marketing, Objectives, Marketing Objectives).
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. |
To define campaign and activity statuses, use the Campaign and Activity Statuses (RA_UD_CMPGN_STAT) component.
Access the Campaign and Activity Statuses page (Set Up CRM, Product Related, Marketing, Campaigns, Statuses, Campaign and Activity Statuses).
Campaigns and activities pass through structured life cycles. You create a campaign or activity, define its attributes, associate objects with it (collateral, 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 can also use status changes to drive workflow processes.
Campaign Status |
Enter the code that identifies the campaign and activities status. Oracle delivers a set of status codes under the SHARE setID. Do not modify the delivered values. You can 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 Oracle delivers
predefined with your system. If you define new statuses, then you must also
define new status rules.
To define status rules, use the Status Rules (RA_UD_STAT_CMB1) component.
Access the Status Rules page (Set Up CRM, Product Related, Marketing, Campaigns, Status Rules, Status Rules).
Status rules apply to virtually all PeopleSoft Enterprise Marketing objects and determine which statuses 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.
Oracle delivers common status rules with your Enterprise Marketing system. You can 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, Collateral, Collateral Task, Event, 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. |
To define budget sources, use the Budget Sources (RA_UD_BUDGT_SRC) component.
Access the Budget Sources page (Set Up CRM, Product Related, Marketing, Campaigns, Budget Sources, Budget Sources).
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. |
Access the Program Control page (Set Up CRM, Product Related, Marketing, Campaigns, Program Control, Program Control).
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. |
To define trigger schedules, use the Trigger Schedules (RA_SCHEDULE) component.
Access the Trigger Schedules page (Set Up CRM, Product Related, Marketing, Campaigns, Trigger Schedules, Trigger Schedules).
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 launching campaign triggers. Values are: Annually: The 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: The 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: The 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: The 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 free-form: you can use any name, but you should 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. |
This section provides an overview of channel elements and discusses how to:
Define channel activities.
Define marketing channels.
Define channel details.
Oracle delivers the following activity codes with the system. You can add additional values:
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 media, such as newspapers and magazines. |
Page Name |
Definition Name |
Navigation |
Usage |
RA_UD_ACTIVITY |
Set Up CRM, Product Related, Marketing, Channels, Activities, Channel Activities |
Define channel activities. |
|
RA_UD_CHNL_TYPE |
Set Up CRM, Product Related, Marketing, Channels, Marketing Channel |
Define marketing channels. |
|
RA_UD_CHANNEL |
Set Up CRM, Product Related, Marketing, Channels, Channels, Channel Details |
Define channel details. |
To define channel activities, use the Channel Activities (RA_UD_ACTIVITY) component.
Access the Channel Activities page (Set Up CRM, Product Related, Marketing, Channels, Activities, Channel Activities).
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. |
To define marketing channels, use the Marketing Channels (RA_UD_CHNL_TYPE) component.
Access the Marketing Channels page (Set Up CRM, Product Related, Marketing, Channels, Marketing Channel).
Warning! Marketing channel codes that Oracle 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 when it is set to Executing (EXEC) status: Select a channel execution method. Values are: Mail Correspondence: Select to perform the marketing activity through direct mail. This method enables you 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. When 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. TeleSales: Select to perform the marketing activity through PeopleSoft TeleSales. When an activity is set to Executing, the audience associated with the campaign activity is pushed to the PeopleSoft TeleSales application as a group of telesales leads. Advisor/Cross Sell: Allows for performance 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. |
To define channel details, use the Channels (RA_UD_CHANNEL) component.
Access the Channels page (Set Up CRM, Product Related, Marketing, Channels, Channels, Channel Details).
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
Collateral refers to any materials used to deliver your campaign message. Collateral can be printed material, such as a flyer or magazine insert, a radio or television ad, or a script used by a telesales caller.
This section discusses how to:
Define collateral types.
Define collateral subtypes.
Note. Collateral type and collateral subtype are included for reporting organizational purposes and are fully modifiable: no system requirements exist for the codes, so you can define them as you want.
Page Name |
Definition Name |
Navigation |
Usage |
RA_UD_CONT_TYPE |
Set Up CRM, Product Related, Marketing, Collateral, Types, Collateral Types |
Define collateral types. |
|
RA_UD_CNT_STYPE |
Set Up CRM, Product Related, Marketing, Collateral, SubTypes, Sub Types |
Define collateral subtypes. |
To define collateral types, use the Content Types (RA_UD_CONT_TYPE) component.
Access the Types page (Set Up CRM, Product Related, Marketing, Collateral, Types, Types).
Use collateral types to define broad categories of collateral.
Collateral Type |
Enter a code that identifies the collateral type. |
Description |
Enter a description of the collateral type. |
To define collateral subtypes, use the Content Subtypes (RA_UD_CNT_STYPE) component.
Access the Sub Types page (Set Up CRM, Product Related, Marketing, Collateral, SubTypes, SubTypes).
Use collateral subtypes in conjunction with collateral types to more narrowly define a particular type of collateral. A collateral type of print, for example, may include many subtypes, such as flyers, letters, brochures, and other forms of printed material.
Collateral SubType |
Enter a code that identifies the collateral subtype. |
Description |
Enter a description of the specific collateral subtype. |
This section discusses how to:
Define offer context.
Define offer options.
Page Name |
Definition 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. |
To define offer options, use the Offer Options (RA_OFFER_OPTIONS) component.
Access the Offer Context page (Set Up CRM, Product Related, Marketing, Offers, Offer Options).
Context Id |
The identifier for the allowable context for offer presentation. |
Access the Offer Options page (Set Up CRM, Product Related, Marketing, Offers, Offer Options, Offer Options).
Third Party Optimization |
Select if you will use a third-party optimization engine for offer presentation. |
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.
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.
Oracle delivers the most commonly used metrics with your PeopleSoft Enterprise Marketing system. You can, however, create additional metrics when needed.
PeopleSoft Enterprise Marketing is delivered with the following predefined metrics:
Description |
Unit of Measure |
|
Contact Rates – TeleSales |
Campaign activity level |
Percentage |
Conversion Rates – TeleSales |
Campaign activity level |
Percentage |
Cost |
Campaign activity level |
Currency amount |
Cost |
Campaign level |
Currency amount |
Cost |
Roll up level |
Currency amount |
Cost per Lead |
Campaign activity level |
Currency amount |
Cost per Lead |
Campaign level |
Currency amount |
Cost per Lead |
Roll up level |
Currency amount |
Cost per Quote |
Campaign activity level |
Currency amount |
Cost per Quote |
Campaign level |
Currency amount |
Cost per Quote |
Roll up level |
Currency amount |
Do Not Call Rate – TeleSales |
Campaign activity level |
Percentage |
"Do Not Contact" Responses |
Roll up level |
Count |
Lead to Quote ratio |
Campaign activity level |
Percentage |
Lead to Quote ratio |
Campaign level |
Percentage |
Lead to Quote ratio |
Roll up level |
Percentage |
Number of Leads |
Campaign activity level |
Count |
Number of Leads |
Campaign level |
Count |
Number of Leads |
Roll up level |
Count |
Number of Opportunities |
Campaign activity level |
Count |
Number of Opportunities |
Campaign level |
Count |
Number of Opportunities |
Roll up level |
Count |
Number of Quotes |
Campaign activity level |
Count |
Number of Quotes |
Campaign level |
Count |
Number of Quotes |
Roll up level |
Count |
Number of Responses |
Campaign activity level |
Count |
Number of Responses |
Campaign level |
Count |
Number of Responses |
Roll up level |
Count |
Opportunity Rate – TeleSales |
Campaign activity level |
Percentage |
Opportunity to Quote ratio |
Campaign activity level |
Percentage |
Opportunity to Quote ratio |
Campaign level |
Percentage |
Opportunity to Quote ratio |
Roll up level |
Percentage |
Order Revenue |
Campaign activity level |
Currency amount |
Order Revenue |
Campaign level |
Currency amount |
Order Revenue |
Roll up level |
Currency amount |
Response Rate |
Campaign activity level |
Percentage |
Response Rate |
Campaign level |
Percentage |
Response Rate |
Roll up 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 |
Roll up level |
Currency amount |
Revenue Variance |
Roll up level |
Currency amount |
ROI (return on investment) |
Campaign activity level |
Currency amount |
ROI (return on investment) |
Campaign level |
Currency amount |
ROI (return on investment) |
Roll up 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.
Collateral - Costs page.
See Defining a Trigger, Measuring Campaign Effectiveness, Associating Costs with an Audience or Segment, Defining Activities, Entering the Costs of Creating Collateral.
Metrics that PeopleSoft delivers with your system fall within one of two metric subtypes. Each subtype falls within one of two metric types.
Page Name |
Definition Name |
Navigation |
Usage |
RA_UD_MET_TYPE |
Set Up CRM, Product Related, Marketing, Metrics, Types, Metric Types |
Define metric types. |
|
RA_UD_MET_STYPE |
Set Up CRM, Product Related, Marketing, Metrics, SubTypes, Metric Subtypes |
Define metric subtypes. |
|
RA_METRICS_SUMM |
Set Up CRM, Product Related, Marketing, Metrics, Detail |
View summary information about all existing metrics under a setID. |
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RA_METRICS |
|
Define and review metrics. |
To define metric types, use the Metric Types (RA_UD_MET_TYPE) component.
Access the Metric Types page (Set Up CRM, Product Related, Marketing, Metrics, Types, Metric Types).
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. |
To define metric subtypes, use the Metric Subtypes (RA_UD_MET_STYPE) component.
Access the Metric Subtypes page (Set Up CRM, Product Related, Marketing, Metrics, SubTypes, Metric Subtypes).
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. |
To view a summary of existing metrics, use the Metric Detail (RA_METRICS) component.
Access the Metric Detail page (Set Up CRM, Product Related, Marketing, Metrics, Detail).
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:
|
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. |
Access the Performance Metric Detail page (click the Add Metric button on the Metric Detail page).
Warning! Every metric has
an associated 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 Oracle 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. Values are:
|
Metric Sub Type |
Define the nature of the analysis. Values are:
|
SQL Identifier (Structured Query Language identifier) |
Select the 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. |
This section discusses how to:
Define cost types.
Define costs.
Define channel costs.
Page Name |
Definition Name |
Navigation |
Usage |
RA_UD_COST_TYPE |
Set Up CRM, Product Related, Marketing, Costs, Types, Cost Types |
Define cost types associated with campaigns. |
|
RA_COST_METRICS |
Set Up CRM, Product Related, Marketing, Costs, Costs |
Define the costs that you associate with various campaign objects, including audiences and collateral. |
|
RA_CHANNEL_COST |
Set Up CRM, Product Related, Marketing, Costs, Channel Cost |
Define default costs associated with a specific campaign channel. |
To define cost types, use the Cost Types (RA_UD_COST_TYPE) component.
Access the Cost Types page (Set Up CRM, Product Related, Marketing, Costs, Types, Cost Types).
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. |
To define costs, use the Record Costs (RA_COST_METRICS) component.
Access the Record Costs page (Set Up CRM, Product Related, Marketing, Costs, Costs).
Cost ID codes associate a specific cost with a campaign, activity, collateral, 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. |
To define channel costs, use the Channel Cost (RA_CHANNEL_COST) component.
Access the Channel Cost page (Set Up CRM, Product Related, Marketing, Costs, Channel Cost).
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. |
This section discusses how to:
Limit audience row count.
Set up saved search audiences.
Set up segment groups.
Page Name |
Definition Name |
Navigation |
Usage |
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. |
|
RA_CFGSRCH_DEFN |
Set Up CRM, Product Related, Marketing, Audiences, Saved Search Audience Setup |
Set up saved search audiences. |
|
RA_SEGMENT_GROUP |
Set Up CRM, Product Related, Marketing, Audiences, Segment Group |
Set up segment groups. |
To limit audience row count, use the Audience Setup (RA_LIST_CONFIG) component.
Access the Audience Setup page (Set Up CRM, Product Related, Marketing, Audiences, Audience Setup).
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.
To set up saved search audiences, use the Setup Saved Search Audience (RA_CFGSRCH_DEFN) component.
Access the Setup Saved Search Audience page (Set Up CRM, Product Related, Marketing, Audiences, Saved Search Audience Setup).
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 fields that are identical 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. |
To set up segment groups, use the Define Segment Group (RA_SEGMENT_GROUP) component.
Access the Define Segment Group page (Set Up CRM, Product Related, Marketing, Audiences, Segment Group).
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. |
This section provides an overview of tasks and discusses how to:
Define task shells.
Define task sets.
Tasks represent actions that must be performed. Within PeopleSoft Enterprise Marketing, tasks are associated with campaigns, collateral, 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.
Page Name |
Definition Name |
Navigation |
Usage |
RA_TASK_SHELL |
Set Up CRM, Product Related, Marketing, Task Shell, Task Shell |
Define task shells. |
|
RA_TASK_GROUP |
Set Up CRM, Product Related, Marketing, Task Sets |
Define task sets. |
To define task shells, use the Task Shell (RA_TASK_SHELL) component.
Access the Task Shell page (Set Up CRM, Product Related, Marketing, Task Shell, Task Shell).
On the Task Shell 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 collateral. 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 for 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, and Low. |
Status |
Select a status for the task. Options are Active and Inactive. |
To define task sets, use the Task Sets (RA_TASK_GROUP) component.
Access the Task Sets page (Set Up CRM, Product Related, Marketing, Task Sets).
On the Task Sets search 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 collateral. 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. |
This section discusses how to:
Define telesales fulfillments.
Define telesales user dispositions.
Incorporate an automatic transfer function into PeopleSoft TeleSales scripts.
Page Name |
Definition Name |
Navigation |
Usage |
RT_FULFILLMENT |
Set Up CRM, Product Related, TeleSales, Fulfillments |
Define collateral materials to use to fulfill telesales prospect requests. |
|
RT_USR_DISPOSTN |
Set Up CRM, Product Related, TeleSales, User Dispositions |
Define why a telesales prospect call is closed. |
To define telesales fulfillments, use the Fulfillments (RT_MGR_MANAGE_FFL) component.
Access the Fulfillments page (Set Up CRM, Product Related, TeleSales, Fulfillments).
Fulfillment definitions reflect collateral materials used to support your company's products. In the course of a telesales 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 telesales agent closes the call, a worklist item is sent to a fulfillment agent.
To define telesales user dispositions, use the User Disposition (RT_USR_DISPOSTN) component.
Access the User Dispositions page (Set Up CRM, Product Related, TeleSales, User Dispositions).
User dispositions enable you to more fully explain why a telesales prospect call is closed. No delivered values are available and no associated processing is required.
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 can enter multiple user dispositions for each final disposition. |
Description |
Enter a description of the user disposition. |
PeopleSoft TeleSales provides a PeopleCode function that automatically transfers telesales 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 telesales campaigns that enable the telesales agent to capture orders directly (integration method Order Capture Direct). After the order capture is completed, the system returns the agent to the TeleSales Call Prospect page and sets the Call Outcome status to Close Sale.
See PeopleSoft Enterprise CRM 9.1 Automation and Configuration Tools PeopleBook.