Setting Up PeopleSoft Online Marketing

For dialog designers to be able to use Online Marketing, an administrator must first perform some setup tasks.

The administrator is responsible for setting up Online Marketing to work in your organization’s environment, and providing each user with the appropriate access to Online Marketing features.

This chapter describes how to set up Online Marketing, and includes:

• Setting up document types.

• Setting global options.

• Defining the Dialog Execution Server configuration settings.

• Setting up web templates.

• Setting up the mailboxes.

• Enabling dialog roles.

• Setting up extensions.

• Setting up credit card transactions.

• Setting up SMS.

Setting Up PeopleSoft Online Marketing

This section shows how to set up Online Marketing options.

To define SMS setup and templates, use the SMS Setup and SMS Template components. Use the RB_SMS_SETUP and RB_SMS_TMPL component interfaces to load data into the tables for these components.

Pages Used in Setting Up Online Marketing

Defining Online Marketing Business Units

To define Online Marketing business units, use the Online Marketing Definition (BUS_UNIT_TBL_RY) component.

Access the Online Marketing Definition page (Set Up CRM, Business Unit Related, Online Marketing Definition).

Business Unit	The business unit defined for Online Marketing.
Description	A brief description of the business unit.
Short Description	A shortened form of the business unit description.
Audience Warning Threshold	Specify a value which, if the audience size is greater than this value, the Dialog Check will display a warning.
Sales Business Unit	Specify a business unit to be used for sales leads generated through Online Marketing's Push Lead action.
Approval Required	Select this check box if approval is required before the online dialog can go Live. The roles that can provide approval are defined in the Global Options setup.

See Also

Setting Global Options

Checking Online Dialogs

Push Lead

Defining Default Business Unit and SetID

Access the Overall Preferences page (Set Up CRM, Security, User Preferences).

You can set a default business unit and SetID (by user) that will appear in the Business Unit and SetID fields when you create new Online Marketing objects, including:

• Documents.

• Dialogs.

• Template setup.

• Mailbox setup.

The fields will also be automatically filled in when you initiate a configurable search from various Online Marketing components.

Setting Up Document Types

The Document Types page is used to enter the description of document types supported by Online Marketing. These values are delivered as system values—new values cannot be added. You can use this page to translate the descriptions into other languages if the installation supports multiple languages.

To set up document types, use the Document Types (RYE_DOC_TYPES) component.

Access the Document Types page (Set Up CRM, Product Related, Online Marketing, Document Types).

Setting Global Options

This section describes how to set global options for Online Marketing. It includes:

• Global Options.

• Matching rules.

• Character sets.

Defining Global Options

To set global options, use the Global Options (RY_DIALOG_OPTIONS) and Schedule JobSet Definitions (SCHDLDEFN) components.

Access the Global Options page (Set Up CRM, Product Related, Online Marketing, Global Options).

Profiles Tablespace Name	Specifies the default tablespace used to create custom profile data storage tables.
Documents Tablespace Name	Specifies the default tablespace used to create document data storage tables.
Audience Warning Threshold	Specifies the warning threshold size for dynamic test audiences. If you select an audience with a count greater than the warning threshold, a warning displays when testing online dialogs.
Audience Error Threshold	Specifies the error threshold size for dynamic test audiences. The count is generated at the time the audience is selected, and if it exceeds the error threshold an error message is generated when testing online dialogs.
Minimum Delay Amt. In Minutes (Minimum Delay Amount In Minutes)	Specifies the minimum delay amount for activities and triggers to kick off when testing online dialogs.
Minimum Frequency In Minutes	Specifies the minimum frequency for executing repeating triggers when testing online dialogs.
Dialog Deployment Role	The role a user must be a member of in order to deploy online dialogs.
Dialog Approval Role	The role a user must be a member of in order to approve online dialogs.
Page Not Found URL	The web address of the page that will be displayed when the indicated Landing, Intermediate, or Final page is not available.
Use Data Validation	Specifies whether data validation Javascript is embedded into the web pages generated by Online Marketing. The default is true.
Include Tracking Block	Specifies whether the email tracking block message will appear in the email. The default is true (the message will appear).
Tracking Block Location	Specifies the position in the email message for the email tracking block message. It may be top or bottom. If it is “top” the message appears at the beginning of the email message. The default is “top”.
Upon Hard Bounce, Set Do Not Email Flag	Specifies whether to set the Do Not Email flag for a recipient if email sent to that recipient is returned with a hard bounce. If you select this option, you must also activate the batch job in the Process Scheduler. To activate the batch job: Navigate to PeopleTools, Process Scheduler, Schedule JobSet Definitions. Search for the Schedule Name RY_BNC_UPDT. Change the Begin Date field to Today's Date. Choose Low from the Priority list. Enter Date Change in the Recurrence Name field. Change its status from Inactive to Active. Click Save. See Enterprise PeopleTools 8.50 PeopleBook: PeopleSoft Process Scheduler See Email Response Processor.
Document Designer Layout	Specifies which Document Designer mode to use for the current system: View each element's details on a separate page. (Recommended): In this mode, the Document Designer splits the element summary and detail information into separate pages, which will speed up the page process. This mode is recommended for use with documents including 20 or more elements. View all elements and details on a single page. In this mode, the Document Designer combines the element summary and detail information on one page, making it more convenient to access all the information in one place. This mode is recommended for use with documents including fewer than 20 elements.

Defining Matching Rules

When a respondent accesses a dialog from a Web Links reach action, Online Marketing does not immediately know the identity of the respondent, whereas when a person accesses a dialog by using the URL included in a broadcast email, Online Marketing can immediately identify the respondent.

Online Marketing needs to know the identity of the respondent in order to properly maintain the information in the system. The Matching Rules feature determines whether the respondent is an individual already in the system, or whether a new individual is to be created.

The Matching Rules page allows you to view and edit the conditions used by Online Marketing to identify respondents. These conditions specify the matching fields that are used to determine whether a respondent that came via a Web Link reach action is already in the system.

You can specify multiple matching rules, and each rule can contain multiple fields. Online Marketing determines matches as follows:

• When you specify one or more rules, the information submitted by the respondent must match any one of the rules for Online Marketing to consider the respondent “matched”.

• When you specify multiple fields in a matching rule, the information submitted by the respondent must match all of the fields in the rule in order for Online Marketing to consider the respondent “matched”.

To match a field, Online Marketing compares the value provided by the respondent on a web page to the values for that field in the system. For example, if the matching rule lists the email address, first name, and last name from the Individuals profile, then the respondent must submit an email address, first name, and last name that match the entries for an individual in the system. If they do, then Online Marketing considers the respondent to be matched, and can use other information provided by the respondent or already known in the system.

Note. A field is only matched if there is an exact match; for example, if Organization Name was a matching rule and a respondent entered “Oracle” as their company name, but the name in the Organizations.Companies.Organization Name profile is “Oracle Inc.,” there would be no match. Likewise, there would be no match if the respondent entered “Oracle Corp.” or “Oracle inc.”

When a respondent does not match any individuals in the system, Online Marketing can insert the respondent as a new individual in the system, as long as the respondent has provided values for all the fields specified in one of the matching rules along with any Additional required attributes specified for that rule. The additional fields are any fields you want to require a respondent to provide before being added to the system.

These rules help you maintain the integrity of your system.

Warning! To insert individuals into the system, the last name should be a required field on the dialog web form where respondents’ information is requested. If this field is not filled in by the respondent, the new individual will not be inserted into the system. Other fields required for matching rules (such as email address) should be required as well. Likewise, organization name is required in order to insert any new organizations into the system.

Note. Individuals.People.Email and Individuals.People.Email Alternative are automatically inserted into the system in all lowercase.

Access the Matching Rules page (Set Up CRM, Product Related, Online Marketing, Global Options, Matching Rules).

Priority	The order in which matching rules are applied. The first rule to match stops the matching process.
Matching Type	Specify whether the matching type is the Individuals profile or the Organizations profile.
Matching Attributes	The profile attributes in this column determine whether the inserted responses match an individual or organization in the system. You can enter multiple rows of fields. Each row is a rule, listing the fields that each response will be checked against. If you specify multiple rules, each rule is individually compared against the entered data to determine a match. Rules are evaluated from top to bottom. You can also enter multiple profile attributes in each rule.
Required Attributes	This column is only used when a response does not match any of the rules specified for the matching fields. The profile attributes in this column provide additional fields that are required in order to insert a new individual or organization to the system. You can enter multiple rows of fields. If you specify multiple rows, each entire row is compared against the entered data to determine whether a value has been provided for each field specified. If so, then a new individual or organization can be created. Rows are evaluated according to priority. You can also enter multiple profile attributes in each row.
Is Expanded Rule	This column indicates whether this matching rule is an expanded rule. Expanded rules are enabled only if the Use Expanded Matching Rules check box is selected. If so, then the value for a respondent's Email Address will instead be compared to the system's values for Email Alternative, Email Alt 2, or Email Alt 3 if one of those fields is in the expanded rule. Users cannot create new expanded rules, and these rules should only be enabled if merges are enabled.
Use Expanded Matching Rules	This option enables the expanded matching rules, and should only be selected if merges are enabled.

CDH Impact on Matching Rules

If the CDH integration is activated in your system, the Online Marketing matching rules allow a profile field to match its values on data in other profile fields as well. The Use Expanded Matching Rules check box on the Matching Rules page turns this additional mapping on and off. By default, this flag will be off. As part of the delivered data, Online Marketing expanded matching rules will link Email Address to Email Alternative, Email Alternative 2, and Email Alternative 3. If the option is selected and Online Marketing tries to match based on the user-entered Email Address, the three alternative email fields will be searched as part of that same matching element.

Enable this option if CDH is installed, that is if merges are being used. Like other global options, the DES will need to be restarted after this flag is modified. Whenever the user saves after enabling the expanded matching attributes, a warning will appear informing the user that this flag should be turned off unless CDH is installed.

See Also

Understanding Customer Data Hub Integration

Defining Character Set Information

The Character Set Setup page is used to map the available MIME types for each language. In the Character Set list of email elements in the dialog flow, the appropriate list of MIME types are displayed based on the language of the email document. The MIME type is used to determine the encoding for the email document attached to the element. The setup page pre-populates the MIME types for 16 languages by default. You can add new or modify existing types as appropriate.

Access the Character Set Setup page (Set Up CRM, Product Related, Online Marketing, Global Options, Character Set Setup).

Language	Specify the language.
Default	When multiple character sets are available for a language, selecting this check box for one of the specifies that it will be the default character set used for that language.
MIME Name	The character set to use for the language in MIME documents.
JVM Name	Character set encoding name - this is fixed for each MIME type.
Description	Displays the description of the character set.

Defining Dialog Login Information

The Dialog Login page is an HTML page that defines the appearance and content for the login page of your online dialog.

Access the Dialog Login page (Set Up CRM, Product Related, Online Marketing, Global Options, Dialog Login Page).

HTML Content	The HTML that defines the login page. A default login page is provided with the Online Marketing installation. You should be careful when making changes to this page, as changes might not be supported.
Preview	To preview the results of your changes, click the Save button and then click the Preview button—note that none of the buttons or links on the preview page will function.
Reset to System Default	Click this button to remove your changes and return to the default content.

Default Login Page

A default login page is supplied with the Online Marketing installation.

User ID and Password	Online Marketing sends an XML message to OCSS (Order Capture Self Service) with the given user ID and password. If the login is successful, OCSS returns an XML message with a Success status and the user's BO_ID. If the login fails, OCSS returns an XML message with a Fail message.
Create an Account	The system displays a new window that accesses an OCSS page. If it is known (for example, if the user clicked a URL from an email containing the user's information), the system also passes the user's BO_ID and marketing role. OCSS then asks the user for matching information: email address, first name, and last name. This information is not related to the Online Marketing matching rules; it is a separate set of matching (refer to the Order Capture Self Service documentation for more details). If OCSS finds a user ID for the given information, it displays the login user ID. Otherwise, OCSS allowe the user to create a user ID, and if necessary a BO_ID as well. When the user finishes, he or she must close the OCSS window to return to the Online Marketing window and enter the login user ID and password.
Change Password	The system displays a window that accesses an OCSS page that asks for the login user ID, the current password, and the new password.
Forgot your password?	The system displays a window that accesses an OCSS page. The OCSS page requests the user's user ID and emails a new reset password to the email address that is linked to the user name.

See Understanding Order Capture Self Service.

Authentication Tag Format

The Dialog Login HTML document contains tags in the Online Marketing Merge Content format. The format is “<pstag:name>, ” where name is the necessary value. Although these links use the Merge Content format, the Login Page tags will not work on dialog pages and dialog tags will not work on the Login Page. The following table shows the supported Login Page tags:

You must create a web link anchor and embed the tag in place. The following example shows a tag:

<a href="<pstag:createAccount" target="pia window">Create an Account</A>

The error tag should include any additional formatting you wish as the tag will expand only the error text without any formatting. The following example shows a tag with formatting:

<font color="#ff0000"><pstag:showError></font>

Post-Authentication Processing

After the user has been authenticated, Online Marketing performs processing to verify that the user has access to the dialog, and if so, how to handle him or her within the context of the dialog.

If the URL to the dialog contains the contact's information, Online Marketing checks to see if the authorized user is the same as the user that maps to the individual in the URL. If the values are different, Online Marketing displays an error page to inform the user that he or she does not have permission to access the dialog. If the values are the same, then the user and role matching those in the dialog URL are loaded. Note that the role could override the default dialog marketing role.

If there is no user information in the dialog's URL, Online Marketing tries to find a row in the Basics table that matches the authenticated user and the dialog's marketing role. If this is not found, Online Marketing creates a new role for that user that matches the dialog's marketing role.

The following error messages can be displayed:

Defining Email Frequency Policy Information

Access the Email Frequency Policy page (Set Up CRM, Product Related, Online Marketing, Global Options, Email Frequency Policy).

Global Policy Status	Select Enabled to make the Email Frequency Policy active for sending emails. Select Disabled to disable it. At least one active rule is required to enable the policy.
Default Counter Setting	Select Increment if you want the email frequency counters to increment when an email is sent, and Do Not Increment if you do not want the counters to be incremented.
Default Queue Shelf Life	Specify the number of days the email will remain active in the queue (that is, the number of days until the queue end date). The email will be expired from the queue after that date.
Default Queue Rule	Select an option that will govern the queue's behavior by default: Select Per Policy if you want the queue to adhere to the frequency policy you have defined. Select Override Policy if you want the email sent now regardless of the defined frequency policy. This option is used for test dialogs. Select Per Policy, Do Not Queue if you want the queue to follow the defined frequency policy but you do not want the emails added to the queue. If they cannot be sent immediately they will be discarded.
Number of Days	For each rule, specify a number of days in which the specified number of emails will be allowed. The number must be between 1 and 365 and must be unique between the policy rules (you cannot have more than one rule specifying 7 days, for example).
Maximum No. of Emails Allowed	For each rule, specify the maximum number of emails to allow to be sent in the specified number of days.
Status	Select Active to activate the specified rule, or Inactive to deactivate it. Note. Be aware than when you deactivate a rule, emails in the frequency queue will be sent immediately and that rule's count will be reset to 0. Emails can be dequeued as a result of deactivating a rule—this will occur the next time the batch process runs.

See Understanding Mail Service Operation.

Defining Dialog Execution Server Configuration Settings

To specify Dialog Execution Server configuration settings, use the Dialog Execution Server Settings (RY_DES_SETTING) component.

The Dialog Execution Server configuration settings control various aspects of Online Marketing. The values for these parameters are used by the Online Marketing servers and affect all users.

Access the Dialog Execution Server Settings page (Set Up CRM, Product Related, Online Marketing, Settings).

Name	The name of the parameter.
Value	The value for the parameter setting.
Password Encryption Utility	Enter a password you want to encrypt, confirm it, and click the Encrypt button. The encrypted password appears in the Encrypted Password field.

See Also

Using the Control Center

PeopleSoft Enterprise CRM 9.1 Supplemental Installation Guide

Setting Up Web Templates

To set up web templates, use the Template Setup (RY_DOC_TEMPL_SETUP) component.

Access the Template Setup page (Set Up CRM, Product Related, Online Marketing, Template Setup).

SetID	The SetID in which the template resides. By default, this field contains the SetID that was specified in User Preferences.
Template ID	The unique identifier of the web template.
Name	The name of the web template.
URL	The web address where the template is located.
Preview	Click this button to preview the web template in your browser.

See Also

Designing Web Templates

Setting Up Mailboxes

To set up mailboxes, use the Mailbox Setup (RY_DOC_SETUP) component.

Whenever you create an email document, the user must specify mailboxes (email addresses) for the Reply To, From, and Bounced fields. Any mailboxes to be used in these fields must first be defined on your mail server and then through the Set Up Mailboxes feature. When an email cannot reach its destination, for whatever reason, the email bounces back to the specified Bounce mailbox.

Note. Although the mailboxes used for the Reply To, From, and Bounced fields can be normal email addresses, PeopleSoft strongly recommends that you set up email addresses dedicated for these purposes. Due to the number of emails that will be sent out, and the potential for large numbers of replies and bounces, it is best to use addresses created specifically for these purposes.

Access the Mailbox Setup page (Set Up CRM, Product Related, Online Marketing, Mailbox Setup).

Name	The name of the mailbox.
Email address	The email address of the mailbox.
Forwarding Address	Forwards any emails received by this mailbox to the specified email address. You may want to do this to keep a list of the email addresses that bounce (in addition to the bounce logging performed automatically by Online Marketing).
Type	States whether the email address is a Normal or a Bounce mailbox. Normal mailboxes are used as return addresses and Bounce mailboxes are used as the repository for all bounced emails.
Is Active	A check box that specifies whether the mailbox is active. Only active mailboxes can be used in dialogs.
SetID	The SetID with which the mailbox is associated. By default, this field is filled in with the SetID specified in User Preferences.

Note. Some ISPs perform an authorization to determine if the email addresses in the header of an incoming email message contain valid external domain names. If invalid domain names are found, these ISPs will reject the email. When specifying email address information for your email messages, make sure these addresses contain valid external domain names.

See Also

Designing Email Documents

Mailboxes and SetIDs

Mailboxes, like other Online Marketing objects, belong to the SetID in which they were created. A mailbox created in one SetID will only be visible and usable in that SetID. If you want to use a mailbox with the same name in multiple SetIDs, you must add it explicitly to each SetID. Any modifications made to a mailbox are applied only to the mailbox of that name in the current SetID.

Mailboxes and Email Aliases

You can set up a Normal mailbox to show an alias as well as an email address in the From: or Reply to: fields of your emails (for example, you might want the field to show ActivePoints Promotions as well as promotions@active_sports.com). To do this, create a Normal mailbox and specify the Email address value in the following format: “alias name” <emailaddress@company.com> (for example, “ActivePoints Promotions” <promotions@active_sports.com>). Then choose these values for your From and Reply to fields.

You cannot use email aliases in Bounce mailboxes.

Merge Content in Mailboxes

To personalize email document From, Reply to, and Subject lines, you can include merge content in these fields.

When using this feature you should consider the following guidelines:

• You can include only one merge content in the From field.

• Selective and thoughtful use of merge content is always recommended, as use of personalization must be weighed against your requirements for speed in executing your broadcast email jobs and rendering of web pages. When many merge content tags are included, performance will be impacted.

See Also

Using Extensions

Merge Content Specification

Enabling Dialog Roles

To enable dialog roles, use the Marketing/Dialog Role Enablement (RA_MKT_ROLE) component.

Access the Marketing/Dialog Role Enablement page (Set Up CRM, Product Related, Online Marketing, Marketing/Dlg Role Enablement).

Role Description	The name and description for the marketing role. This is shown in the Audiences and Dialog components.
Active	Select this check box to specify that the marketing role is active (available for use in audiences and dialogs), or clear it to specify that it is inactive. Any role in use by an audience or dialog cannot be set to Inactive.
Individual Role or Organization Role	The role of the individual or organization that will be assigned or selected. Use the prompt to select from the list of roles.
Related to Organization	(Individuals only) Select this check box to specify that the individual is related to an organization. If so, the relationship types between the two must be specified as well.

Defining Extensions

To define extensions, use the Extension (RY_EXTENSION_SUMM) component.

Access the Extension page (Set Up CRM, Product Related, Online Marketing, Extension Summary).

Name	The name of the extension.
Description	A brief description of the extension's purpose.
Status	Indicates whether the extension is currently active.
Implement Type	The language in which the extension was implemented: Java or PeopleCode.
Add Extension	Click to go to the Extension Registration page, where you can define a new Extension.

See Also

Using Extensions

Setting Up Credit Card Transactions

Access the Installation Options page (Set Up CRM, Install, Installation Options).

Country	If no Country value is defined in the credit card extension's Country field, the system uses this value.
Cybersource User ID, Cybersource Merchant ID, Cybersource Merchant Key	Specify the relevant information to allow the system to communicate with CyberSource (a third party that processes credit card transactions).
Credit Card Verification Number Required	If this check box is selected, then the Credit Card Service extension will require the entry of a valid credit card verification code before it will successfully process a credit card transaction.

See Using Extensions.

Setting Up SMS

This section describes how to set up SMS information, including:

• Provider information.

• Opt settings.

• SMS templates.

Setting Up SMS Information

Access the SMS Setup page (Set Up CRM, Common Definitions, Short Message Service, SMS Setup).

Provider Name	Specify the name of the provider to be used by the system.
User Name	Specify the CRM SMS application's user name for the SMS provider.
User Password	Specify the CRM SMS application's password for the SMS provider.
Provider Console URL ID	If the SMS provider provides an SMS Administration feature, define the website URL as a PeopleTools URL (using the URL Maintenance page: PeopleTools, Utilities, Administration, URLS) and specify it in this field. You can access the provider’s web site to review the SMS Submit and Delivery Status Report, buy message credits, and so forth.
Short/Long Code	Enter your long (world) or short (United States) code here.
Provider Action URL	This is used by CRM SMS to reach the provider. This URL should be provided by SMS provider.
Additional Parameters	Different SMS providers might require additional parameters for their SMS interface. You can add these additional parameters and pass them to the SMS provider, using a Name and Value pair format.
Adaptor Application Class	Enter an SMS provider adaptor specific to your SMS provider.
Default Country Code	The default mobile phone country code the system will use if none is present.

Setting Up Opt Settings

Access the Opt Settings page (click the Opt Settings tab on the Service Setup page).

Opt-out Keys	The subscriber uses opt-out keys to opt out from SMS messages sent by the CRM SMS application. The value in this field is not translated, so if you want to accept multi-language keys you must enter them in this field, separated by commas.
Send Opt-out Message	If this check box is selected, the system sends a text message to the opt-out mobile handset.
Template Name	The message template name to be used for the opt-out text message. If the Send Opt-out Message option is selected, this field is required.
Message	The message from the template, sent as the opt-out text message.
Help Keys	The subscriber uses opt-out keys to get help from CRM SMS application (in the form of an SMS message). send the SMS message to them. The value in this field is not translated, so if you want to accept multi-language keys you must enter them in this field, separated by commas.
Template Name	The message template name to be used for the help text message. This field is required.
Message	The message from the template, sent as the help text message.

Setting Up SMS Templates

Access the SMS Template page (Set Up CRM, Common Definitions, Short Message Service, SMS Template).

Template Name	This field is read-only and should be unique.
Status	Select Active or Inactive. Status specifies whether the template is available to an application, not whether the SMS message is sent at the runtime.
Description	A description of the template. You can specify separate descriptions in languages supported by PeopleTools by creating the content while signed in with that specific language. For example, if you want to create descriptions in English and French, sign in first in one language and create the description. Sign out, then sign in using the other language and create the second description.
Message	The message to be sent. You can specify separate messages in languages supported by PeopleTools by creating the message content while signed in with that specific language. For example, if you want to create messages in English and French, sign in first in one language and create the first message. Sign out, then sign in using the other language and create the second message. Message length is 160 bytes, which is 160 characters if 7-bit character encoding is used; If UTF-8 encoding is used, the length can vary based on the number of bytes used per character. If you attempt to enter a message longer than 160 bytes in a non-Unicode database, a warning message is displayed and your message is truncated. For a Unicode database, truncation will not occur—the transaction will return an error and you must shorten your message.
Categories and Types	The category for SMS messages is Notification; you can associate it with other categories as well. Possible Types are Reminder, Request, Notification, and Emergency Alert. Note. The system uses the same Categories and Types functionality used by Correspondence Management. Refer to the Correspondence Management documentation for more information.
Add or Modify Categories	Click this button to add new Categories or modify existing ones.

See Also

Defining Template Categories and Types