9Outreach and Feedback

Explorers

Explorers: Overview

Explorers are used to access and manage mailings, campaigns, questions, surveys, audiences, and content library items that have been created in Oracle RightNow Outreach Cloud Service (Outreach) and Oracle RightNow Feedback Cloud Service (Feedback). With these explorers, you can browse, search, and organize items in hierarchical folders on the content pane using functions similar to Windows Explorer.

Like Windows Explorer, each Oracle Service Cloud explorer consists of a set of hierarchal folders and a detailed list of available items. Explorers display items of their associated type. For instance, documents are listed in the Documents explorer.

While each explorer generally resides in its associated navigation list, it is important to remember that explorers can be added to (or removed from) any navigation list, just like a report. For example, the Mailings explorer can be added to the Mailings navigation list or to a different navigation list. If you are unable to locate a specific explorer in any of your navigation lists, contact your administrator.

The following table describes how to open each Outreach and Feedback explorer from its most common location on the navigation pane.

Table Outreach and Feedback Explorers

Explorer Description

Outreach Explorers

These explorers are used to manage mailings and campaigns.

Mailings

Click Mailings on the navigation pane and double-click Mailings Explorer. See Outreach Mailings.

Campaigns

Click Campaigns on the navigation pane and double-click Campaigns Explorer. See Outreach Campaigns.

Feedback Explorers

These explorers are used to manage questions and surveys in Feedback.

Questions

Click Questions on the navigation pane and double-click Questions Explorer. See Feedback Questions.

Surveys

Click Surveys on the navigation pane and double-click Surveys Explorer. See Feedback Surveys.

Audience Explorers

These explorers are used to manage audiences in both Outreach and Feedback.

Contact Lists

Click Audiences on the navigation pane and double-click Contact Lists Explorer. See Adding contact lists.

Segments

Click Audiences on the navigation pane and double-click Segments Explorer. See Creating segments.

Content Library Explorers

These explorers are used to manage content library items in both Outreach and Feedback.

Documents

Click Content Library on the navigation pane and double-click Documents Explorer. See Creating documents.

Tracked Links

Click Content Library on the navigation pane and double-click Tracked Links Explorer. See Adding tracked links.

File Attachments

Click Content Library on the navigation pane and double-click File Attachments Explorer. See Adding files.

Templates

Click Content Library on the navigation pane and double-click Templates Explorer. See Creating templates.

Snippets

Click Content Library on the navigation pane and double-click Snippets Explorer. See Creating snippets.

Searching in explorers

Explorers contain a number of search functions to help you find mailings, campaigns, segments, contact lists, documents, tracked links, files, templates, snippets, surveys, and questions.

The following procedure describes how to search for a document from the Documents explorer, but the steps are the same for searching for other Outreach and Feedback items.
Tip: You can also search for mailings, campaigns, surveys, and documents from anywhere in the product using Quick Search. See Searching for records with Quick Search.

Procedure

  1. Click Find on the ribbon. The left side of the content pane displays a Find menu, hiding the folders tree.

  2. Enter field information for options available from the Search menu.

    Table Documents Explorer Search Menu

    Field Description
    Find Using This drop-down menu contains the names of all the columns in the documents list. Each column is associated with one of three data types that are supported in explorer searches.
    • Strings—Search for strings that start with, contain, end with, or match the value you enter in the text box.

    • Dates—Search for dates before, on, or after today’s date. You can also click the calendar in the search text box to display the current month’s calendar and select another day, or click the arrows at the top of the calendar to change months.

    • Integers—Search for values that are less than, equal to, or greater than a number. You can also click the up and down arrows in the search text box to increase or decrease the search value.

    Note: The data type of the column you select determines the available search criteria. For example, if you select Created (a date data type), you can search for dates before, on, or after a selected date.
    Search text box

    Type your search text in this field.

    Case Sensitive

    When searching a string column, select this check box to match the case.

    Show Advanced Options

    Click this text or the down arrow to display the following advanced search options.

    Search globally, replace results

    Select this option to remove the results from the previous search and replace with results from this search. This method is selected by default.

    Search within results, replace results

    Select this option to search only the current results and keep only those that match this search.

    Search globally, append to results

    Select this option to keep results from the previous search and add results from this search.

    Return Non-matching Items

    Select this check box to return all documents that do not match your search criteria.

  3. Click Find. The search results replace the explorer’s document list.

  4. To clear the value from the search text box, click Clear.

  5. To replace the search results with the original documents list, click Refresh on the ribbon.

For additional information about explorer search functionality, see the Search On state in Explorer display states.

Edit an item

You can edit items used in documents, mailings, and surveys.

Outreach and Feedback explorers include the following items.

  • Mailings

  • Campaigns

  • Contact lists

  • Segments

  • Documents

  • Tracked links

  • Files

  • Templates

  • Snippets

  • Surveys

  • Questions

Procedure

  1. Select the item you want to edit and click Open. The item opens on the content pane.

  2. Edit the necessary fields and click Save.

Copy an item

You can copy items used in documents, mailings, and surveys.

Outreach and Feedback explorers include the following items.

  • Mailings

  • Campaigns

  • Contact lists

  • Segments

  • Documents

  • Tracked links

  • Files

  • Templates

  • Snippets

  • Surveys

  • Questions

Procedure

  1. Select the item you want to copy and click Copy. The Copy As window opens.

  2. Select the folder you want to save the item in and type the name of the item in the Name field.

  3. Click OK.

Delete an item

You can delete items used in documents, mailings, and surveys; however, make sure the item has no dependencies before you delete it.

Outreach and Feedback explorers include the following items.

  • Mailings

  • Campaigns

  • Contact lists

  • Segments

  • Documents

  • Tracked links

  • Files

  • Templates

  • Snippets

  • Surveys

  • Questions

Procedure

  1. Select the item you want to delete and click Delete.

    Caution: If you attempt to delete an item that is being used in a document, mailing, survey, or campaign, a dependency warning will list each location where the item is used and provide you with an option to cancel the deletion. If you choose to continue deleting the item, all references to the item become invalid and you must manually update each reference appropriately. For example, if you delete a tracked link used in a survey, you must edit the survey and either remove the tracked link or replace it with a valid link.

Automatically generated folders

The Documents explorer contains a folder for content that is automatically created when a document is saved or copied in a mailing or survey. The system creates a copy of each document that is inserted in a mailing message or a survey invitation message, and each page that is added to the questionnaire in a survey. Each copy is stored in the corresponding subfolder in the Automatically Generated folder. You can reuse these documents or use them to track the content you have used in previous mailings or surveys. Additionally, automatically generated copies of each message template can be found in the Automatically Generated folder. However, the message template documents are read-only.

The Tracked Links explorer also contains an Automatically Generated folder that contains all tracked links that are created when the tracked link converter runs. See Convert links to tracked links.

Note: If you modify the content in a mailing or survey, those changes are also made to the automatically generated copy and impact all other instances of that copy. For example, if you create a mailing and insert an existing document on the Message tab, a copy of that document is automatically generated and stored in the Automatically Generated folder. Each time you modify the content in that mailing, the copy is also modified, but the original document is not modified. However, if you share a document with a mailing or survey, every time the content is updated, all occurrences of the document are also updated.

The following table describes each automatically generated folder and its corresponding contents.

Table Automatically Generated Folders

Folder Description

Documents explorer

The Documents explorer contains the following automatically generated folders.

Mailing Messages

This subfolder contains a copy of every document created on the Message tab in a mailing once the mailing is saved. The new document is named “YYMMDDHHMM <mailing name>” where YYMMDDHHMM is the year, month, day, hour, and minute of the first save, and the mailing name corresponds with the name of the original mailing. If more than one message is used (for example, the same document is reused in multiple mailings), the new document is named “YYMMDDHHMM <mailing name>: <message name>” where “message name” corresponds with the message defined on the Message tab of the mailing.

The document name is limited to 80 characters.

Message Templates

This subfolder contains a copy of every administrator notification, administrator email, and contact email for this interface. The documents are named the same as the corresponding message.

These documents are read-only.

Survey Invitation Messages

This subfolder contains a copy of every document created on the Invitation Message tab in a survey. The new document is named “YYMMDDHHMM <survey name>” where YYMMDDHHMM is the year, month, day, hour, and minute of the save, and the survey name corresponds with the name of the original survey.

The document name is limited to 80 characters.

Survey Pages

A subfolder is created for each survey created in basic mode and is named the same as the corresponding survey. These folders contain a document for each page in the questionnaire. When you add, edit, or delete a page in the questionnaire, the corresponding document is also modified.

Documents are read-only if they are created in basic mode but can be edited if they are converted to advanced mode.

Survey Reminders

This subfolder contains a copy of every document created on the Reminders tab in a survey. The copy is named “YYMMDDHHMM <reminder name>” where YYMMDDHHMM is the year, month, day, hour, and minute of the save, and the name corresponds with the name of the original reminder.

The name is limited to 80 characters. You can edit the reminders in this folder as long as they have not been sent.

Tracked Links explorer

The Automatically Generated folder in this explorer contains all of the tracked links that are created every time the tracked link converter runs. The tracked links are organized in subfolders using the YYYY-MM-DD format, which corresponds to the date the tracked links are generated. See Convert links to tracked links.

You can edit or move the tracked links in this folder.

Audiences

Audiences: Overview

Oracle Service Cloud provides two methods for grouping contacts to create audiences for your broadcast mailings and surveys: contact lists and segments.

Contact lists are static lists comprised only of contacts that have been explicitly selected, changing only when you manually add or remove contacts. Segments are dynamic lists comprised of contacts that match one or more fixed filters that you specify. Because segments are dynamic, their contents change over time as updated contacts fall in and out of alignment with the filters.

When you create a mailing or survey, contact lists and segments can be used alone or included with (or excluded from) other lists and segments to form your audience. You can include and exclude a total of fifty contact lists and segments, each containing a vast number of contacts. This gives you all the flexibility you need to assemble audiences that are specific, optimized, and efficiently maintained.

For information about uploading contacts to your knowledge base, see knowledge base. For information about adding segments and lists to mailings and surveys, see audience and audience.

Add a contact list

Contact lists are static sets of contacts you can use to define audiences for broadcast mailings and surveys. They are static in that you add each contact to a list manually. Otherwise, the list does not change, even when a contact record is modified in the database. Every time a contact list is used, it returns the same set of contacts.

You can create as many lists as you want and update them by manually adding or removing contacts as needed. Once a contact list is created, you can update your audiences to include or exclude it.

Note: The following procedure assumes that you access the Contact Lists explorer from the Audiences navigation list. However, this explorer may reside in a different navigation list.

Procedure

  1. Click Audiences on the navigation pane.

  2. Double-click Contact Lists Explorer. The Contact Lists explorer opens on the content pane.

  3. Click New.

    Tip: You can also create a contact list from an open contact list by clicking New. Additionally, if your navigation set is configured to add contact lists from the file menu, click File > Audience > Contact List. See Navigation Sets.
    A new contact list opens on the content pane.

  4. Enter the field information on the content pane of the Contact Lists explorer described in the following table.

    Table Contact List

    Field Description
    Notes

    Type any notes associated with the contact list in this field.

    Available for Proof

    Select this check box to let contacts in the list receive proof requests. See proof listsdistribution lists.

    Remove Contacts from Old List

    Clear this check box to let contacts stay in contact lists for longer than the time frame set in the database. When this check box is selected, contact list data is removed according to the value of a database variable that is set, by default, to 400 days. To change this value, submit an incident to our support site. Also see Answer ID 4802 on our support site.

    Tip: We recommend leaving this check box selected to ensure your database tables stay at a manageable size.
    Count

    This field displays the number of contacts in the contact list the last time it was counted and the date and time the count was performed.

    Details

    To view the details of a count, click Details in the Current Count section after the count has been performed. A window opens showing the number of contacts belonging to the contact list, and how many of those contacts have an invalid or duplicate email address or no address.

    A count must be performed before Details are available.

    Refresh

    To calculate the number of contacts currently in the list, click Refresh.

    The list must be saved before the count is refreshed.

  5. To add new and existing contacts to the list on the Contacts tab, see Managing Contact Lists.

  6. To view a list of actions taken on the contact list, click the Audit Log tab.

  7. To check the spelling of any fields that have spell checking enabled, click Spelling.

  8. Click Save. The Save As window opens.

  9. Select the folder you want to save the contact list in and type the name of the contact list in the Name field.

  10. Click Save.

Managing contact lists

From the Contacts tab of the contact list editor, you can add existing contacts to the list or create new contacts and add them to the list.

You can search your list of contacts, remove contacts from the list, or edit contact records. See Contacts. Contacts can also be added to lists in large batches using the Data Import Wizard. See Importing data.

Note: Keep in mind that in some cases your contact list may time out before it can show your results. When this happens, a message displays on the Contacts tab of the contact list editor where you have the option to queue your results and then view them in a report. Alternatively, you can refine your search criteria to return less data. See Queuing reports and Viewing reports in the queue.
Add a contact to the contact list

You can add existing contacts to your contact list from the Contacts tab of the contact list editor.

Procedure
  1. On the Contacts tab of a contact list, click Add > Add Existing. The Contact Search window opens where you can search for the contact you want to add.

  2. To search for an existing contact to add to your contact list, enter the search criteria in one or more fields. You can use any of the following fields to define your search criteria.

    • Contact Last Name

    • Contact First Name

    • Phone

    • Email

    • Postal Code

    • Organization

    • CX State

    Tip: You can use an asterisk (*) as a wildcard in your search term.

  3. Click Search. A list of contacts that match the search criteria you entered appears in the grid below the search criteria fields.

  4. Click a contact to select it.

    Tip: You can select multiple contacts by pressing Ctrl while clicking additional contacts. Selected contacts that are already in the list are not added again.

  5. Click Select to add the selected contact to the list. The contact appears on the Contacts tab with the other contacts in the contact list.

  6. To add a new contact, click Add > Add New. See Create a contact and add it to the contact list.

  7. Click Save.

Create a contact and add it to the contact list

You can create new contacts and add them to your contact list.

Procedure
  1. On the Contacts tab of a contact list, click Add > Add New. The New Contact window opens.

  2. Enter contact field information. Names of required fields appear in red text and are flagged with asterisks.

  3. Click OK. The contact appears on the Contacts tab with the other contacts in the contact list.

    Note: Clicking OK on the child window saves the new contact in memory but it is not added to the knowledge base until you save the contact list (the item from which the contact record was created). See Contacts.

  4. Click Save.

Search the contact list

You can search the list of contacts using several fields and return the results in the grid. Contacts can then be removed from the contact list or a contact record can be edited.

Procedure
  1. From an open contact list, click Search List on the Contacts tab toolbar. The Search window opens.

  2. In the Filters section, type the last name, first name, or email address of the contact you are searching for. Partial values can be used.

  3. In the Limit and Order section, type the maximum number of contact records you want to return.

    1. To return all matching contact records, but limit the number of contact records per page, select the Per Page check box.

  4. To sort by fields other than last name followed by first name, click the Order By text and select from the available fields.

  5. To design your Search window layout and to set, restore, or reset your default filter values, click the Settings drop-down menu. See Customize the Search window.

  6. Click Search. Search results are returned on the Contacts tab.

  7. To edit a contact record, click Open next to the contact.

  8. To remove a contact from the contact list, click Remove next to the contact.

    Note: This does not delete the contact from the knowledge base. It only removes the contact from the list.

  9. To remove all contacts from the contact list, click Clear List.

    1. Click Yes to confirm.

  10. To clear the search results and view the entire contact list, click View Entire List.

  11. To refresh the contact list, click Refresh.

  12. To access report options, such as sorting and exporting, click Options next to the contact. See data exceptions and slicinginlinedocked filtersdata exceptionsdata exceptions.

Create a segment

While contact lists are created by manually adding contacts to a static list, segments are dynamic lists of contacts created by defining contact criteria and selecting filters. When you create a segment, you can filter using any field in the Contacts (contacts) table, including custom fields, and by joining the Contacts table to other tables.

For example, some segments might include all contacts who live in Montana, all contacts between the ages of 18 and 24, or all contacts who live in Montana and are between the ages of 18 and 24. You can also filter contacts by whether they have submitted an incident related to a certain product.

Once you create a segment, it can be used in mailings and surveys and the group of contacts is constantly adjusted and updated as contact data meets or falls outside of the segment’s requirements. For example, a segment that selects customers based on their age produces a different result every time it is used for a mailing, assuming that customer contact data changes.

Note: The following procedure assumes that you access the Segments explorer from the Audiences navigation list. However, this explorer may reside in a different navigation list.

Procedure

  1. Click Audiences on the navigation pane.

  2. Double-click Segments Explorer. The Segments explorer opens on the content pane.

  3. Click New on the ribbon.

    Tip: You can also create a segment from an open segment by clicking New. Additionally, if your navigation set is configured to add segments from the file menu, click File > Audience > Segment. See Configure the file menu.
    1. To create a segment from scratch, click New Segment. The Segment editor opens on the content pane.

      The content pane is divided into sections to group common functions and help make creating the segment easier. At the top is the current count of contacts meeting the segment’s criteria. The tabs let you define the segment filters and data set, preview a list of contacts belonging to the segment, and view the audit log.

    2. To create a segment by copying an existing segment, click Choose Existing Segment. The Choose Existing Segment window opens where you can select the segment you want to use.

    3. To import an XML segment, click Import Segment.

  4. Enter field information to define the segment’s filters on the Criteria tab.

  5. To preview the contacts belonging to the segment, click the Preview tab.

  6. To refresh the audience count, click Refresh in the Count section.

  7. To view the details of an audience count, click Details in the Count section after the count has been performed. A window opens showing you the number of contacts belonging to the segment, along with how many of those contacts have an invalid or duplicate email address or no address.

  8. To view a list of actions taken on the segment, click the Audit Log tab.

  9. Click Save. The Save As window opens.

  10. Select the folder you want to save the segment in and type the name of the segment in the Name field.

  11. Click Save.

Adding segment filters

Filters determine which contacts are returned when the segment is applied to contact data. You can use expressions and operators to determine a data set, and you can also use SQL-type functions (such as aggregate, string, date, logical, and math functions) to define expressions when creating a filter.

From the Criteria tab of the Segment editor, you can define the filters used by your segment and the database tables used to create the filters.

The Data Dictionary section lists the database tables that can be accessed by the segment. You can also join tables to columns in other tables, such joining the Contacts (contacts) table to the Incidents (incidents) table.

The Fields section shows the fields (database columns) associated with the table selected in the Data Dictionary section. You can drag and drop fields from the Fields section to the Filters section to filter contacts by that field. For example, you could select the Contacts table in the Data Dictionary section and drag and drop the State/Province field from the Fields section to the Filters section to filter contacts by the state in their address. For a description of the available tables and columns, see the Data dictionary.

In addition to drag-and-drop functionality, you can click Add Filter in the Actions section to add a filter. Once filters are added, you have additional options in the Actions section to edit and delete filters and change the logical expression used for multiple filters.

Add filters to a segment

Filters determine which contacts are returned when the segment is applied to contact data.

Procedure
  1. Select a table in the Data Dictionary section. The table’s columns appear in the Fields section.

  2. Drag and drop a column name from the Fields section to the center of the Criteria tab.

    Tip: You can also add a filter by clicking Add Filter in the Actions section or double-clicking a column name in the Fields section.

    The Edit Filter window opens.

  3. Type the name of the filter in the Name field. The name appears in the Filters section of the Criteria tab.

  4. Enter the field information described in the following table on the Edit Filter window.

    Table Edit Filter Window

    Field Description
    *Expression

    Type the expression you want to use to limit the data set in this field. The syntax is <table_name>.<column_name>. As you type an entry in the Expression field, a drop-down menu displays a list of database tables that begin with the letters you type. You can type the complete expression or select a table and field from the drop-down menu.

    You can also select a table and column or function by right-clicking in the field.

    Tip: If you drag and drop a column name from the Fields section, the field contains the table and column name.
    Operator

    Select the operator to use in comparing the expression to the value. The available operators vary depending on the expression.

    Value Type

    Select the type of value to match with the expression from these options.

    Constant

    Select this option to type the value to complete the filter or select the value from a drop-down menu or calendar (depending on the expression).

    Expression

    Select this option to type an expression to complete the filter, using the syntax <table_name>.<column_name>.

    Value

    Type the value that the expression is compared to. The available options in the Value field change depending on the type of field, the operator you select, and the value type. For example, when the field type is menu, you select it from a drop-down menu, but when the field type is date, you select if from a calendar.

  5. To customize the list of values that display in the Value field, click Customize. The Customize link is available only when you select equal or list values from the Operator drop-down menu and when the Value field displays as a drop-down menu.

  6. To select an expression or expression value from a list of database fields and functions, click Use Data Dictionary. The Edit Expression window opens.

    1. Enter the expression by dragging and dropping columns and functions from the Available Columns/Functions section to the Expression section.

      Table Edit Expression Window

      Expression Description

      Current Dataset

      Select a table and column from the tables currently used in the segment. The Contacts table is available by default.

      All Tables

      Select a table and column from the available tables.

      Functions

      Select a function to filter contacts in the segment.

    2. Click OK to save the expression and return to the Edit Filter window.

  7. Click OK to save the filter.

    Note: If there is an error in the expression, the Expression field changes to orange and an error exclamation point appears. Hover over the exclamation point for more information about the error. You must either correct the error or click Cancel to exit the window.

  8. To edit a filter, do one of the following:

    • Select the filter and click Edit Filter in the Actions section.
    • Right-click the filter in the Filters section and select Edit Filter.

  9. To display the filter’s expression in the Filters section instead of the name you defined, click Display Filter Descriptions. To toggle back to the filter name, click Display Filter Names.

  10. To delete a filter, do one of the following:

    • Select the filter and click Delete Filter in the Actions section.
    • Right-click the filter in the Filters section and select Delete Filter.

  11. To define the logical expression used when multiple filters are included in the segment, see Edit a logical expression.

  12. To define the tables and joins used in the segment, click Edit Data Set in the Advanced Options section. See Edit the data set.

  13. To apply group filters to the segment, click Edit Group Filters in the Advanced Options section. See Create a group filter.

Adding functions

Functions let you apply standard mathematical operators to your segment. You can also combine different functions and database fields in an expression.

After you drag a function to the expression on the Edit Expression window, you must enter the variables used in the function. You can either type the variables in the Expression field or, if the variable is an item listed in the Available Columns/Functions field, you can drag the item into the function’s expression.

Prerequisite: Before you can add a function, you must add a filter. See Add filters to a segment.

The following table describes the functions you can use in segments.

Table Functions

Expression Description
Aggregate Functions

Select from the following to use an aggregate function in the expression.

Aggregate functions are available only when defining group filters. See Create a group filter.

avg(expr)

This function computes an average value for the data set expr.

count(expr)

This function returns the number of rows included in the data set expr.

first(expr, sort column1[, sort column2][,...])

This function returns the first value of data set expr based on the order of the specified sort columns. For example, the expression first(threads.note, threads.entered, threads.seq) returns the first thread note in the data set based on time entered and thread sequence.

group_concat(expr, separator[, sort column 1, ASC|DESC][, sort column 2, ASC|DESC][,...])

This function lets you combine multiple values from data set expr into a delimited list in a single row. The list is delimited by separator and ordered by the specified sort columns. For example, the expression group_concat(threads.note, ',', threads.entered, ASC) returns a comma-delimited list of thread notes ordered by time entered ascending.

last(expr, sort column1[, sort column2][,...])

This function returns the last value of data set expr based on the order of the specified sort columns. For example, the expression last(threads.note, threads.entered, threads.seq) returns the last thread note in the data set based on time entered and thread sequence.

max(expr)

This function returns the largest numerical value, the last string in alphabetical order, or the latest date in the data set expr.

min(expr)

This function returns the smallest numerical value, the first string in alphabetical order, or the earliest date in the data set expr.

sum(expr)

This function returns the sum of the values in the data set expr.

sum_distinct(expr, reference)

This function returns the sum of distinct values in an expression for a particular record (reference) rather than for all records of the same type in a table. For example, if you want to calculate the sum of all quotas for a particular sales person, you could add a function of sum_distinct(sa_period2accts.quota, sa_period2accts.acct_id).

stddev(expr)

This function returns the standard deviation of expr. For example, the expression stddev(answers.solved_count) returns the standard deviation of all the values in the solved_count column of the Answers (answers) table.

String Functions

Select from the following to use a string function in the expression.

concat(str1,str2)

This function combines input character strings from multiple expressions into a single output string. Two or more expressions can be appended with this function. For example, the expression concat('www.','global','.com') returns the value www.global.com.

instr(str, substr)

This function returns the numeric position (in characters) of the initial occurrence of string substr within string str. For example, the expression instr('globalcellphones.com','cell') returns the value 7.

length(str)

This function returns the length (in characters) of the string. For example, the expression length('cell phones') returns the value 10.

lower(str)

This function returns string str in all lowercase characters. For example, the expression lower('Global.COM') returns the value global.com.

ltrim(str)

This function returns the string str without leading spaces. For example, the expression ltrim(' Cell phone') returns the value Cell phone.

lpad(str1, X, str2)

This function returns str1 padded on the left with str2 until str1 is X characters long. For example, the expression lpad('phone', 10, '@') returns the value @@@@@phone.

rpad(str1, X, str2)

This function returns str1 padded on the right with str2 until str1 is X characters long. For example, the expression rpad('phone', 10, '@') returns the value phone@@@@@.

rtrim(str)

This function returns the string str without trailing spaces. For example, the expression rtrim('agarfield@global.com ') returns the value agarfield@global.com.

substr(str, start_pos, [length])

This function returns a portion of the string str starting at the character defined by start_pos (an integer) and ending at the character defined by length (an integer). If length is not indicated, it returns the remainder of the string.

to_char(expr)

This function converts the numeric expr to a character string.

to_number(str)

This function converts the character string str to a numeric. If the str is not numeric, this function returns zero. If str is a combination of numbers and other characters and begins with a number, this function returns only the initial numeric portion. For example, to_number('123ABC') returns 123.

upper(str)

This function returns string str in all uppercase characters. For example, the expression upper('global.COM')returns the value GLOBAL.COM.

Date Functions

Select from the following to use a date function in the expression.

date_add(date, units, interval, round)

This function returns the value of date plus a specified amount of time where date is a datetime type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. The amount of time to add is specified by units and interval, where units must be an integer specifying the number of intervals to add, and interval can be SECONDS, MINUTES, HOURS, DAYS, WEEKS, MONTHS, or YEARS. To round the result to the beginning of the specified interval, set the round argument to 1. Otherwise, set round to 0 and the result is not rounded. For example, the expression date_add('2003-11-25 22:35:00', 48, HOURS, 1) returns the value 2003-11-27 22:00:00.

to_date(str, format)

This function converts the string str in the format specified by format to a date value. For example, the function to_date('19981231', 'YYYYMMDD') returns a date of 12/31/1998.

Unlike date_format, the to_date function supports only the following date formats.

DD MM YYYY HH24:MI:SS

DD MM YYYY HH:MI:SS AM

DD MON YY

DD MON YYYY

DD-MM-YY

DD-MM-YYYY

DD.MM.YY

DD.MM.YYYY

DD/MM/YY

DD/MM/YYYY

DD/MM/YYYY HH:MI:SS AM

MM-DD-YY

MM-DD-YYYY

MM/DD/YY

MM/DD/YYYY

MON DD YY

MON DD YYYY

MON DD YYYY HH:MI AM

MON DD YYYY HH:MI:SS AM

YY.MM.DD

YY/MM/DD

YYMMDD

YYYY-MM-DD

YYYY-MM-DD HH24:MI:SS

YYYY-MM-DDTHHH24:MI:SS

YYYY.MM.DD

YYYY/MM/DD

YYYYMMDD

date_format(date, format)

This function converts date from a datetime data type to a string and reformats date to match the format specified by format, where date is a datetime type column or a literal string in the format YYYY-MM-DD or YYYY-MM-DD HH:MI:SS. For example, the expression date_format('2003-11-25 22:25:00', 'DAY, MONTH DD, YYYY, HH12:MI PM') returns the value Tuesday, November 25, 2003 10:25 PM.

date_diff(date, date)

This function returns the number of seconds occurring between two dates. For example, the expression date_diff('2009-11-26 22:25:00', '2009-11-25 10:30:00’) returns the value 129300.

Another example is date_diff(sysdate(),incidents.updated). This expression returns the number of seconds between the current time and the time that incidents were last updated.

Note: To change the format of the output, use the time_format function. For example, time_format(date_diff('2009-11-26 22:25:00', '2009-11-25 10:30:00’), 'HH24h MIm SSs') returns the value 35h 55m 00s.

date_trunc(date, units)

This function truncates date to the unit specified by units. For example, the expression date_trunc('2003-11-25 22:25:10', HOURS) returns the value 2003-11-25 22:00:00.

sysdate()

This function returns the current system date in the format YYYY-MM-DD HH:MI:SS.

time_format (seconds, format)

This function converts seconds to the specified time format. For example, the expression time_format(86610,'HH24 MI SS') returns the value 24 03 30.

date_group(expr, format)

This function groups records together according to a date range that you specify, and includes rows for date ranges that have no associated records. If you do not want to return rows for date ranges with no records, you could use date_format instead.

For example, if you have incidents created in January and March, but none in February, and create a report with the expression for column A set to date_group(incidents.created, ‘YYYY-MM’), and the expression for Column B set to count(*), the report would output:

2006-01 10

2006-02 0

2006-03 15

If you changed Column A’s expression to date_format(incidents.created, ‘YYYY-MM’) to use the date_format function instead of date_group, the report would output similar data, but would not return a row for February.

This function can be used only when defining group filters. See Create a group filter.

Logical Functions

Select from the following to use a logical function in the expression.

if(expression, then result, else result)

This function returns the then result if expression is true, or returns the else result if expression is false. For example, the expression if(incident.c$field=1, 'Yes', 'No') returns Yes for incidents where the value of c$field is 1. Otherwise, No is returned.

You can use IS NULL and IS NOT NULL as part of the expression. For example, you could use the expression if(incident.c$field IS NOT NULL, 'Yes', 'No').

decode(expression, test_value_1, result_1[, test_value_2, result_2][, default])

This function compares expression to each test value in order and returns result for the first test value that expression matches. If expression does not match any test value, default is returned. If default is undefined, a null value is returned.

The decode function can perform table lookups, letting you use text strings as test values rather than requiring coded values. For example, you can use Review as a test value for the expression faqs.status even though the table contains code value in the status column.

nvl(expr1, expr2)

If the value expr1 is null, this function returns the value expr2. However, if the value expr1 is not null, then the value expr1 is returned. The value of expr2 must match the data type of expr1.

Math Functions

Select from the following to use a math function in the expression.

bitand(X, Y)

This function returns the bitwise AND of two integers, X and Y.

ceiling(X)

This function returns the smallest integer value greater than or equal to X.

floor(X)

This function returns the largest integer less than or equal to X.

power(X, Y)

This function returns the value of X to the power of Y. For example, power(2,3) would return 8.

rand()

This function returns a random number between 0 and 1, containing up to nine decimal places.

round(X, D)

This function returns the value X rounded to the nearest number with D decimals. For example, round(5.55555, 2) returns the value 5.56.

truncate(X, D)

This function returns the value X truncated to the D decimal places. For example, the expression truncate(5.55555, 2) returns the value 5.55.

Currency Functions

Select the following to use a currency function in the expression.

to_currency(expr, str)

This function converts expr to a value in str currency. The value is returned as an amount in the staff member’s default currency. The conversion rate used for this function is the exchange rate defined in the Exchange Rates (exchange_rates) table.

For example, for a staff member with a default currency of USD, to_currency(opportunities.mgr_value, ‘EUR’) returns an amount in USD that is equal to the number in the mgr_value converted to Euros.

Selecting filter operators

The operator you select when creating filters greatly impacts the data that is returned, so it is important to understand the functionality of each operator.

Filters can use the operators listed in the following table.

Table Filter Operators Description

Operator Description

equals

The expression matches the value exactly (including case).

not equals (exclude No Value)

The expression does not match the value exactly (including case), and does not contain a null value.

less than

The expression is less than the value.

less than or equals

The expression is less than or equal to the value.

greater than

The expression is greater than the value.

greater than or equals

The expression is greater than or equal to the value.

between

The expression is between two specified values. The between operator is available to use with date, currency, and numeric (integer and float) expressions.

When using this operator with a date expression, records matching the beginning value’s date and time are returned, but those matching the ending value’s date and time are not. This prevents records from being displayed twice on a report that is run once to view records created between 9:00 AM and 10:00 AM, and run again to view records created between 10:00 AM and 11:00 AM, for example.

like

The expression matches any part of the value. When using this operator, you should use the % wildcard symbol to offset your value. For example, to include values containing “all,” type ‘%all%’ in the Value field.

not like

The expression does not match any part of the value. The % character may be used as a wildcard. For example, to exclude values containing “all,” type ‘%all%’ in the Value field.

in list

The expression values you want to search for are specified by selecting check boxes in a menu. The selected options are displayed in a separate Selected Items list to assist you when selecting from menus with a large number of options.

When using this operator with integer fields, the numbers in the Value field must be comma-separated. When using this operator with text fields, the text strings in the Value field must be comma-separated and each text string must be offset by single quotes. For example, ‘red’,’green’,’orange’. Spaces between entries are ignored.

not in list

The expression values you do not want to search for are specified by selecting check boxes in a menu. The selected options are displayed in a separate Selected Items list to assist you when selecting from menus with a large number of options. This operator is available only with menu field expressions.

When using this operator with integer fields, the numbers in the Value field must be comma-separated. When using this operator with text fields, the text strings in the Value field must be comma-separated and each text string must be offset by single quotes. For example, ‘red’,’green’,’orange’. Spaces between entries are ignored.

is null

The expression contains a null value.

is not null

The expression does not contain a null value.

not equals (include No Value)

The expression does not match the value exactly (including case), or contains a null value.

not like or null

The expression does not match any part of the value, or contains a null value.

Complex Expression

The expression matches any part of the value. This operator allows wildcard searching using an asterisk (*) at the end of a word or partial word and a tilde (~) before a word to perform a similar phrases search on that word only. See Using special characters when searching.

Not Complex Expression

The expression does not match the complex expression in the value. The Not Complex Expression operator is available only with text field expressions.

Edit a logical expression

When you add multiple filters to a segment, the filters are automatically joined together with a logical expression. This defines how the filters should work together to return data.

By default, the logical expression uses Boolean AND logic. For example, if you have a filter of contacts.prov_id = MT, and a filter of contacts.ma_state = Yes, the logical expression is contacts.prov_id = MT AND contacts.ma_state = Yes. This expression would result in the report returning only contacts that are from Montana and are in the Outreach state.

You can edit logical expressions to limit your data set by using different Boolean operators to connect your filters.

  • The AND operator retrieves data matching all of the filters.

  • The OR operator retrieves data matching any of the filters.

  • The NOT operator (represented by an exclamation point) excludes matching data.

When you add nodes to the expression, the nodes are displayed in a tree structure, with filters displayed either under an AND node or an OR node. Filters under the same AND node are joined to each other using AND logic, and filters under the same OR node are joined to each other using OR logic.

NOT logic is achieved by negating a filter, which displays in the Filters section preceded by an exclamation point. For instance, if you negate the filter description contacts.prov_id = MT, the description appears as !contacts.prov_id = MT (equivalent to NOT contacts.prov_id = MT).

Procedure
  1. From an open segment, add more than one filter to the Filters section. The following figure shows an open segment with two filters.

    This figure shows the window in which you can add multiple filters to a segment. You can define your segment by selecting the fields you wish to use from the Data Dictionary. You can either drag and drop or double-click on the field, and then specify the range of values that match your criteria. You can combine criteria using the logic operators provided.

    The filters you add are automatically joined with AND logic and are displayed in an AND tree.

  2. To add a filter joined with OR logic to the logical expression:

    1. Click Add OR Node in the Actions section. The node is added to the logical expression.

    2. Click the filter that should be joined with OR logic and drag it to the new OR node.

  3. To negate a filter, select the filter and click Negate Filter in the Actions section.

  4. To view a text definition of the current filters’ logical expression, click View Text Definition.

    1. Click OK to close the Text Definition window.

  5. To display the filter description instead of the filter name, click Display Filter Descriptions. The filter description includes the field name, operator, and value. For example, a filter named Contacts in MT could be described as contacts.prov_id = MT.

Edit the data set

The data set consists of the database tables the segment is referencing. The Contacts (contacts) table is automatically added to the data set when you create a segment. When you add fields from different database tables as filters or add more than one table to the data set, the tables that contain the fields are automatically joined together. This lets you use data from tables related to contacts (for example, incidents).

Tables can be joined using two methods, or join types:

  • Inner join—Inner joins select records from the joined tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. For example, if the Incidents table is joined to the Contacts table with an inner join, contacts without an associated incident are not included.

  • Outer join—Outer joins select rows from two tables regardless of whether the specified columns contain corresponding values. An outer join returns all rows from the primary table and any rows from the secondary table where the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. For example, if the Incidents table is joined to the Contacts table with an outer join, contacts without an associated incident are included.

Note: Tables are automatically added to the data set when you select columns to filter by in the segment.
Procedure
  1. Click Edit Data Set in the Advanced Options section. The Edit Data Set window opens, listing the tables in your segment and their relationships.

  2. To add another table, right-click the table you want to join to, select Join To, and select the table and columns you want to join (for example, Incidents >contact.c_id=incidents.c_id). Repeat this step for each table you want to add.

  3. To edit table join information, click the table that is joined to the parent table. The following figure shows the table that is joined to the parent table and the available join options which are defined in the Edit Data Set window table.

    This figure shows the Edit Data Set window. Available options are described in the preceding text, and in the table that follows.

    1. Enter the field information on the Edit Data Set window described in the following table.

      Table Edit Data Set Window

      Field Description

      Table

      This field displays the database name of the table you have selected.

      Delete Table

      Click Delete Table to remove the table you have selected from the segment. If the table acts as a parent to other tables in the segment, the child tables are also removed.

      Alias

      This field displays the alias name of the table you have selected. The alias allows for multiple instances of the same database table to the same segment. For example, the first instance of the Contacts (contacts) table would have an alias of “contacts,” and the second instance would have an alias of “contacts2” to distinguish it from the first instance.

      Join To

      This field displays the table that the selected table is joined to.

      Join Condition

      If more than one field relationship is available to join the tables, click this drop-down menu to select the fields on which to join.

      If only one field relationship is available, the menu displays only that option.

      Join Type

      Select the Inner option to use an inner join and the Outer option to use an outer join.

      Tip: To change the join type, you can also right-click the joined table in the Data Set tree and select Toggle Join Type.

      Join Filters

      If you select the Outer join type, the option to add join filters becomes available.

  4. Click OK.

Create outer join filters

When you create an outer join, you can add join filters to filter the data returned from the secondary table without filtering the data from the primary table. Join filters are similar to segment filters in that they limit the records that can be returned by the report, but they apply to the table join rather than to the data returned by the query on the database.

Procedure
  1. Select a joined table in the data set tree.

  2. Select the Outer as the join type. The Join Filters heading displays.

  3. Expand the Join Filters heading on the Edit Data Set window. The Edit Data Set window displays the Join Filters section.

  4. Click Add Filter. The Add Filter window opens.

  5. Enter field on the Add Filter window described in the following table.

    Table Add Filter Window

    Field Description
    Name

    Type the name of the filter. If you leave this field blank, the database name displays.

    *Expression

    Type the expression you want to use to limit the data set in this field. The syntax is <table_name>.<column_name>. As you type an entry in the Expression field, a drop-down menu displays a list of database tables that begin with the letters you type. You can type the complete expression or select a table and field from the drop-down menu.

    You can also select a table and column or function by right-clicking in the field.

    Tip: If you drag and drop a column name from the Fields section, the field contains the table and column name.
    Operator

    Select the operator to use in comparing the expression to the value. The available operators vary depending on the expression.

    Value Type

    Select the type of value to match with the expression from these options.

    Constant

    Select this option to type the value to complete the filter or select the value from a drop-down menu or calendar (depending on the expression).

    Expression

    Select this option to type an expression to complete the filter, using the syntax <table_name>.<column_name>.

    Value

    Type the value that the expression is compared to. The available options in the Value field change depending on the type of field, the operator you select, and the value type. For example, when the field type is menu, you select it from a drop-down menu, but when the field type is date, you select if from a calendar.

  6. Click OK to save the join filter. The Edit Data Set window is updated to display the filter, along with additional actions.

    The additional actions that become available are identical to those used when creating logical expressions for segment filters. These actions let you edit your filter, create additional filters, add OR logic to the join filters, negate filters, and view a text definition of the join filters’ logical expression. For procedures on using these actions, see Edit a logical expression.

Create a group filter

You can create group filters to specify the filters to use on grouped data. Group filters are applied to the data after the grouping is completed and must be aggregate functions.

For example, if you join the Contacts (contacts) table to the Marketing Activities (ma_trans) table, create a fixed filter for ma_trans.type of email Sent, group by contacts.c_id, and use the group filter count(*) > 10, then only those contacts that have been sent more than ten emails will be selected in the segment.

Procedure
  1. From the Criteria tab, click Edit Group Filters. The Edit Groups window opens.

  2. Click Add Filter to open the Add Filter window.

  3. Enter field information on the Add Filter window. See Adding segment filters.

  4. Click OK to save the group filter. The additional actions that become available are identical to those used when creating logical expressions for segment filters. These actions let you edit your filter, create additional filters, add OR logic to the join filters, negate filters, and view a text definition of the join filters’ logical expression. See Edit a logical expression.

  5. Click OK to save the filters.

Preview a segment

After defining your filters, you may want to see which contacts meet the segment’s criteria. You can preview the segment to see a list of up to 1,000 contacts.

Procedure
  1. Click the Preview tab. The contacts’ first name, last name, and email address display. If any contact fields are used to filter the segment, they are also included as output columns in the list.

  2. To change the number of contacts that display per page, click Options > Paging. The Report Paging Options window opens.

  3. Type the number of rows you want to display per page and click OK.

  4. To edit a contact record, select the contact and click Open. See knowledge base.

  5. To print a contact record, select the contact and click Print.

  6. To access report options, such as sorting and exporting, click Options. See data exceptions.

Analyze a segment

The segment analyzer examines your segment and provides suggestions as to how you can improve the segment by removing database tables, adding filters, and making other changes. The analyzer also shows you the estimated number of rows the segment’s query may need to access so you know if the segment can run without encountering row limits.

Tip: After you create or edit a segment, we recommend that you run the segment analyzer to check the segment’s database queries. This lets you fine-tune your segments to ensure they run as quickly and efficiently as possible.
Procedure
  1. Open the segment you want to analyze.

  2. Click Analyze on the ribbon’s Home tab. The Segment Analyzer window opens.

    The segment analyzer lists the segment’s filters, tables, output levels, and the estimated number of rows the segment’s query will examine when it runs. If the analyzer finds potential issues with the segment’s query, it lists the issues in the Notes column next to the applicable segment component.

    The following table describes the four segment components included on the Segment Analyzer window and lists the messages you may see in the Notes column when potential issues are found.

    Table Segment Analyzer Window

    Segment Component Potential Issue

    Filters

    This section lists the expressions used for each segment and level filter and identifies whether the filters’ fields are indexed in the database and whether the index is used. Custom fields can be indexed for faster queries, though too many indexes can slow down queries. Only the following message can be returned in this section.

    • The filter contains a custom field that does not have an index. To improve the performance of this query, consider adding an index on the custom field.

    Tables

    This section lists the tables that are used in the segment, along with the types of joins used to link the data in the tables. Two messages can be returned in this section.

    • This table is in an outer join but there are one or more filters on fields in this table. Make sure this is by design. If not, consider changing the join type to inner or changing these filters to join filters to prevent an implicit inner join.

    • This table is not used in the report. Consider removing the table from the data set. If you need to filter out rows in the parent table that do not have rows in this table, consider adding a not null filter on the join field in the parent table.

    Levels

    This section does not apply to segments even though it displays in the report.

    Rows

    This section lists the estimated number of rows that will be examined by the query. Messages are displayed if the number of rows exceeds the threshold values for the operational and report databases. Three messages can be returned in this section. The messages vary depending on whether your site has a report database in addition to the operational database.

    • The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 2,000,000 for the operational database. Consider using the report database for this report. Otherwise, it is likely this will occur automatically.

    • The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 2,000,000 for the operational database. Since you have specified the operational database for this report, it is unlikely the report will execute. Consider using the report database for this report.

    • The estimated number of analyzed rows for this query is X. This value exceeds the threshold of 5,000,000 for the report database. Consider adding or refining filters to reduce the number of analyzed rows to below this threshold. Otherwise, it is unlikely the report will execute.

  3. Click X on the top right to close the Segment Analyzer window.

  4. Click X on the top right to close the segment.

Export a segment

Exporting and importing segments saves you time by letting you reuse your segments.

There may be situations when you want to use the same segment in multiple interfaces, websites, or custom reports. You can export your segments as XML files and then import the files to use again. See Import a report definition from an XML file.
Procedure
  1. Open the segment you want to export.

  2. Click Export on the ribbon’s Home tab.

  3. Save the new XML file.

Import a segment

Exporting and importing segments saves you time by letting you reuse your segments.

There may be situations when you want to use the same segment in multiple interfaces, websites, or custom reports. You can export your segments as XML files and then import the files to use again. See Import a report definition from an XML file.
Procedure
  1. On the Segments explorer, click New.

  2. Click Import Segment.

    Note: You must have exported an XML segment and saved it to a location where you can access it before it can be imported.

  3. Select the XML segment file you want to import and click Open.

The segment displays on the Data Dictionary window.
Create an example segment

This procedure uses a real-world scenario to walk you through the creation of a segment.

In the following example, a segment is created to return a data set of contacts who live in the state of Montana and have submitted an incident assigned to a certain product. The example works under the premise that there is a product named Call Plans. For information about creating products, see Add or edit a product, Add a sub-product, and Edit visibility settings for multiple products simultaneously.
Procedure
  1. From the Segments explorer, click New. A new segment opens on the content pane.

  2. Click New Segment. The Segment editor opens on the content pane.

  3. Click Contacts under Current Dataset in the Data Dictionary section on the Criteria tab.

  4. In the Fields section, drag State/Province (prov_id) and drop it in the Filters section. The Edit Filter window opens with the contacts.prov_id field populating the Expression field.

  5. Click the Value drop-down menu and select MT.

  6. Click OK.

  7. Click Incidents under All Tables in the Data Dictionary section.

  8. In the Fields section, drag Product Hierarchy (prod_hierarchy) and drop it in the Filters section. The Edit Filter window opens with the incidents.prod_hierarchy field populating the Expression field.

  9. Click the Value drop-down menu and select Call Plans.

  10. Click OK. The segments display on the content pane with the criteria you defined.

  11. Click Save, type the segment name in the Name field of the Save As window, and click Save.

The segment can now be used in mailings and surveys to target only those contacts with an address in Montana who have submitted an incident associated with call plans.
Improving conversion rates

A successful broadcast mailing is largely dependant on the quality of your contacts. A common myth about sending broadcast email is that—like direct mail—the larger your audience, the more likely your mailing is to be successful. In reality, succeeding with broadcast email depends more on the quality of contacts than the quantity. Sending email to people who have no interest in your product or service not only drags down your conversion rates, it can land you on blacklists and block delivery of future mailings across large swaths of the Internet.

One of the most effective ways to improve conversion rates is to filter your contacts by email viewing history. The system keeps track of each contact’s marketing activity in the Marketing Scorecard (ma_scorecard) table. When a contact views a mailing, the ma_scorecard.last_view field is updated with the date and time that the message was viewed. Knowing whether a contact recently viewed a message provides a reasonable basis for judging contact quality.

There are several reasons a contact might not view a message. For example, the message may contain an unfamiliar From address or an ambiguous subject line. It may be filtered as spam, bounced or blocked by the recipient’s mail server, or rejected due to the sender’s reputation. Whatever the reason, it is safe to assume that a contact who has not viewed a recent mailing is not likely to view one in the future.

Conversely, a contact who recently viewed a message is more likely to view future messages. Therefore, to optimize your conversion rates and protect your reputation, we recommend that you add the following filter to all segments.

ma_scorecard.last_view greater than -90 Days Exactly (Relative)

This filter limits your segment to a list of contacts who have viewed at least one mailing within the past ninety days.

Tip: Once you have added this filter to a segment and included the segment in an audience, be sure to perform an audience count. If the segment returns too small an audience, adjust the date value defined by the ma_scorecard.last_view filter to be less restrictive. But remember—the longer contacts go without viewing a mailing, the more likely they are to lower your conversion rates.

The contacts in the resulting list will be more likely to view future messages than contacts who are not listed. You can also assume that their email addresses are valid and that they are not marking your messages as spam. Therefore, the quality of these contacts is high.

Another way to improve conversion rates is to track your contacts’ engagement score. Based on historical contact interactions within Oracle Service Cloud, the system evaluates each contact and assigns a contact engagement score on a scale from 0 to 100. This statistic is based on each contact’s hourly transaction history, such as content viewed, links clicked, web form and survey submittals, marketing emails forwarded, SmartSense ratings, and service transactions. Score value is stored in the ma_scorecard.score field, which is available for reports (for example, the Engagement Scorecard report), segments, and campaign decisions.

Note: Data older than 400 days is automatically truncated from the following tables: Marketing Activities (ma_trans), Bounced Messages (bounced_msgs), and Mailing Exclusions.

The Marketing Stats (ma_stats) table summarizes records in the Marketing Activities (ma_trans) table that share a unique combination of mailing_id, format_id, doc_id, flow_id, flow_web_page_id, and type values. This ensures that summary marketing transaction statistics remain available indefinitely, even after the originating ma_trans records have been truncated. All transactions related to unsubscribe, including list-unsubscribe header, feedback loop unsubscribe, and unsubscribe, will remain in the Marketing Activities table.

To ensure optimal conversion rates and protect your reputation, you should adopt a regular contact evaluation process to ensure that all contacts are valid and active.

Managing contact opt-ins

Although many of your customers may want to be included in your mailings or survey invitations, it is not uncommon for some to decline. In fact, anti-spam legislation in most countries requires that you provide a way for your contacts to easily opt out of all mailings (see CAN-SPAM compliance in mailings). However, an effective opt-in process can also provide numerous benefits, including:

  • Affirming contact receptiveness to your messages.

  • Targeting the interests of your valued prospects and customers to provide more pertinent information without overwhelming their inboxes.

  • Optimizing your contact data to improve conversion rates.

  • Protecting your company’s reputation among ISPs.

To help track your customers’ messaging preferences, Oracle Service Cloud provides two types of opt-in fields.

  • Global Opt-in is a contact database field that describes the willingness of your contacts to receive any form of bulk mailing.

  • Custom opt-in fields are contact custom fields of an opt-in data type that can be used to more precisely describe the willingness of contacts to receive bulk mailings about specific topics or products.

Opt-in fields are often made visible on the Account Settings page of the customer portal so that customers can set their own preferences for accepting bulk email. Opt-in fields are also commonly paired with unsubscribe links in mailings and survey invitations to provide contacts with a simplified means of opting out. See Insert an unsubscribe link.

Contacts that are globally opted in are considered fully active and willing to receive your communications. Alternately, contacts that are globally opted out should be regarded as though they have explicitly stated that they do not want to receive bulk email from your company—they should be excluded from all mailings and surveys. Global exclusions are enabled by default by the Honor Global Opt-in check box on the Audience tab of mailings and surveys. See audience.

Exclusions based on custom opt-in fields are manually enabled by adding a filter to your segments, such as contacts.<opt-in_field_name> not equals No, or by adding a special segment to your audience as described in the following procedure.

Exclude contacts based on a custom opt-in field

Exclusions based on custom opt-in fields are manually enabled by adding a filter to your segments, such as contacts.<opt-in_field_name> not equals No, or by adding a special segment to your audience as described in the following procedure.

Procedure
  1. Click Audiences on the navigation pane.

  2. Double-click Segments Explorer. The Segments explorer opens on the content pane.

  3. Click New on the ribbon. A new segment opens on the content pane.

    Tip: You can also exclude a segment based on a custom opt-in field from an open segment by clicking New. Additionally, if your navigation set is configured to add segments from the file menu, click File > Audience > Segment. See Configure the file menu.
    1. To create a segment from scratch, click New Segment.

    2. To create a segment by copying an existing segment, click Choose Existing Segment. The Choose Existing Segment window opens where you can select the segment you want to use.

    3. To import an XML segment, click Import Segment. See Import a segment.

  4. Click Add Filter. The Add Filter window opens.

    1. Type the opt-in field name in the Expression field.

    2. Select No from the Value field.

    3. Click OK.

    4. Click Save and Close to save the segment.

  5. From the Audience tab of an open mailing, click Add Segment in the Excluded section.

  6. Select the segment you created and click OK.

  7. Click Save.

Contact opt-out tracking

Oracle Service Cloud records transactions for global opt-ins and opt-outs in the contact audit log.

While global opt-outs are generally performed by contacts themselves, there are many methods by which a contact can be opted out, including the following:

Table Contact Opt-Out Methods

Method Description

Contact Record

A staff member set the Global Opt-in field to No in the contact record.

Account Settings

The contact set the Global Opt-in field to No on the Account Settings page on the customer portal.

Unsubscribe Link

The contact clicked an unsubscribe link that was included in a served web page or delivered email.

Web Page Link

The contact opted out by form submission.

Data Import

The contact was opted out when the contact record was uploaded by the Data Import Wizard.

List-Unsubscribe Header

The contact clicked an opt-out button in the mail client that appeared as a result of the List-Unsubscribe mail header.

Automatic Feedback Loop

The contact clicked a spam notification feature provided by the contact’s email service, which relayed a notification to Oracle Service Cloud, and the contact was opted-out by the system.

In addition to the audit log, the system provides the following reports to help you identify the methods responsible for opting out contacts.

  • Mailing Opt-out Details—Lists all contacts who opted out as a result of a mailing and the opt-out method used.

  • Contact Opt-out Details—Lists all contacts currently opted out and (if available) the opt-out method used.

  • Outreach Activity—Includes information about contacts who opted out using the List-Unsubscribe Header or Automatic Feedback Loop methods.

  • Mailing Response Analysis—Includes the total number of opt-outs that occurred using the List-Unsubscribe Header or Automatic Feedback Loop methods.

Caution: Administrators noticing a large number of global opt-outs may be tempted not to include unsubscribe links in mailings. However, you should be aware that in many countries, including the United States, the inclusion of unsubscribe links in marketing email is required by law. See CAN-SPAM compliance in mailings.

If your site is experiencing higher-than-usual opt-out rates, the recommended best practice is to increase the deliverability of your communications.

Content Library

Content Library: Overview

The Content Library is a resource for creating, storing, and organizing custom content such as documents, templates, tracked links, and snippets. Once saved, you can access this content whenever you need to include it in a mailing, campaign, web page, or survey.

You can use the content as is, or make minor changes once it has been added. You can also upload file attachments once and include them in your content as many times as you like.

The HTML editor can help you create dynamic documents to send to your customers. You can add graphics, hyperlinks, tables, and apply text formatting without having any knowledge of HTML. Should you need to modify the source code, the editor provides easy access with a technical interface.

You can also add web forms to documents, templates, and snippets to collect customer data from the web or through email. You can add any database contact field or contact custom field to the web form, enabling you to populate a contact record with data from the submitted form.

Create a document

You can create unique documents to use in mailings, campaigns, and surveys. Documents can be designed in either HTML or as plain text, and are easily previewed while being created. You can also access tasks and notes associated with the document, and an audit log of actions taken on the document.

Once a document is created, it can be served as a web page in a campaign, sent to contacts in a mailing or survey invitation, or used to form a questionnaire in a survey. Documents can contain templates, web forms, snippets, merge fields, merge reports, and conditional sections based on contact filters. However, mailings and surveys using simpler documents send more quickly than those using documents with many merge fields, merge reports, conditional sections, and web forms.

Note: The following procedure assumes that you access the Documents explorer from the Content Library navigation list. However, this explorer may reside in a different navigation list.

Procedure

  1. Click Content Library on the navigation pane.

  2. Double-click Documents Explorer. The Documents explorer opens on the content pane.

  3. Click New. A new document opens on the content pane.

    Tip: You can also create a document from an open document by clicking New. Additionally, if your navigation set is configured to add documents from the file menu, click File > Content Library > Document. See Configure the file menu.

    By default, the Summary tab is active when creating a document. From here, you can assign the document to a staff member, as well as manage the document’s notes, tasks, and attachments. See Managing documents. The Notes, Tasks, Attachments, and Audit Log tabs are available only when the Summary tab is selected.

  4. To assign the document to another staff member (by default, the document is assigned to the staff member who creates it), click the Assigned drop-down menu and select the staff member.

    Tip: Wildcards are supported when searching staff members. You can search strings that include a space by typing %+Space+character, which is helpful when searching last names. For example, typing %+Space+b returns all last names starting with the letter b. There is also an implied wildcard when searching, so typing b in the Find field returns all items containing the letter b.
    1. To search for a staff member, type the staff member’s name in the Find field.

  5. To allow staff members to serve this document as a web page, select the Approved for Web check box.

  6. To allow staff members to use this document in a mailing or survey, select the Approved for Email check box.

  7. To create an HTML version of the document, click the HTML tab and see Creating HTML documents.

  8. To create a plain-text version of the document, click the Text tab and see Creating text content in documents.

  9. To spell check the document, click Spelling on the ribbon and see Spell checking.

  10. Click Save. The Save As window opens.

  11. Select the folder you want to save the document in and type the name of the document in the Name field.

  12. Click Save.

Create an HTML document

When you create HTML documents, you have the option of starting with a blank document, copying an existing document, using a template, or uploading your own HTML to the document. HTML documents can be modified by editing the source code, or using an HTML editor to add images, formatting or insert special links, such as tracked links or links to unsubscribe to mailings. You can also add conditional sections, merge fields, and merge reports to your HTML documents.

Procedure
  1. Click the HTML tab.

  2. To create an HTML document from scratch, click Begin with Blank Content. The HTML editor opens. See Using the HTML editor.

  3. To create an HTML document by copying an existing document, click Copy Existing Document. The Choose Document window opens.

    1. Select the document you want to copy.

    2. Click OK to add the content to your document.

      Note: Changes to the document content do not affect the original document.

  4. To create an HTML document by uploading a template, click Pick a Template. The Choose Template window opens.

    1. Select the template you want to use.

    2. To create a template, click New Template and see Creating templates.

    3. Click OK to use the template in your document.

  5. To create an HTML document by uploading an HTML file from your workstation, click Upload HTML Content.

    1. Select the HTML file you want to upload.

    2. Click Open to insert the HTML into your document.

  6. Click Save.

Create text content in documents

You may want to create a text version of your document if certain customers can receive only plain text emails. When you create text documents, you can start with a blank document, upload the text portion of an existing document, or convert an HTML file.

Procedure
  1. Click the Text tab.

  2. To create text content from scratch, click Begin with Blank Content. The text editor opens. See Creating and editing text.

  3. To create text content by copying an existing document, click Copy Existing Document. The Choose Document window opens.

    1. Select the document you want to copy.

      Note: Only the text content from the document is copied. The HTML content of the document is not affected.

    2. Click OK to add the content to your document.

  4. To create a text document by converting an HTML page to text, click Convert HTML Content. The HTML to Text window opens.

    1. To convert the HTML content to text, select HTML Part. This option is not available if no HTML content exists in the document.

      Note: You should finalize your HTML content before converting it to text.

    2. To convert an HTML file to text, select File On Disk and browse for the file.

    3. Click OK to insert the converted HTML in the text part of your document.

  5. Click Save.

Managing documents

You can view click-through results for a document and add notes, tasks, and file attachments to your documents. You can also view the audit log to see when a document was created and edited.

The following sections describe how to view click-through results and add notes and tasks.

To add file attachments and view the audit log, see Attaching files to records and Audit logs.

View click-through results

Documents can be viewed with click-through results for tracked links, web page links, file links, unsubscribe links, and forward to friend links.

Following each link, inline statistics display the number of times the link was clicked, the number of total link clicks in the document, and the percentage of times the link was clicked when compared to total clicks. The links are also color coded so you can immediately see how they are performing. Links that perform well appear in green, underperforming links appear in red, and all other links appear in yellow.

Procedure
  1. From the Documents explorer, do one of the following:

    • Right-click the document and select View Click-Through Results.
    • Click View Click-Through Results on the Documents explorer ribbon.

Add a note

You can use notes to provide additional information about the content that can be viewed by staff members as they are working with the document, mailing or survey.

Procedure
  1. On the Summary tab of an open document, mailing, or survey, click the Notes tab.

  2. Click Add.

  3. Type the note text in the text field.

  4. To sort the notes by ascending or descending date, click the Sort drop-down menu and select the sort option.

  5. To edit an existing note, click Edit next to the note.

  6. To permanently delete a note, click Delete next to the note.

Add a task

From the Summary tab, you can assign new or existing tasks to documents and edit, delete, and forward tasks to other staff members. You can also view each task associated with the document.

Procedure
  1. From your open document, click the Tasks tab.

  2. Enter field information on the toolbar of the Tasks tab described in the following table.

    Table Tasks Tab Toolbar

    Button Description
    Add

    Click this button to display a drop-down menu containing the following options.

    Add New

    Select this option to add a new task. See Tasks for the procedure to complete the fields on this window.

    Add Existing

    Select this option to add an existing task. After finding and selecting a task, the task is added to the task list for the document. See Search for a task from an open record for information about the Task Search window.

    Open

    Click this button to open the selected task for editing.

    Print

    Click this button to print the task.

    Copy

    Click this button to copy the task.

    Delete

    Click this button to permanently delete the task.

    Remove

    Click this button to remove the task from the document (without deleting the task).

    Complete

    Click this button to set the task status to Completed.

    Forward

    Click this button to open the Forward Task window and send the task to the selected recipients.

    Options

    Click this button to select an option for managing the output and display of information on the tab, such as print, forward, or export.

    See Forward a report, and Export report and dashboard data. For information about other options, see slicinginlinedocked filtersdata exceptionsdata exceptions.

Creating templates

Templates are used to standardize the design of the headers and footers of your documents. When you apply a template to a document, the template design appears as part of the document layout.

However, the template design cannot be edited from the document editor—you can edit only the contents of the document, indicated by a red outline. To make changes to the template, you must open it in the template editor. See Create a template.

Templates are sometimes referred to as “living” content. When a template is edited and saved, all documents using the template automatically display the updated content. For instance, if you design a template containing a standard header and apply it to multiple documents, any changes made to that template appear automatically in every document that the template was applied to.

Note: Templates are best used for applying a common look and feel to a group of documents that will be published to the web (using the Serve Web Page campaign element, for instance). For documents used in a mailing or survey invitation, it is better to add design elements using snippets.

For example, if a template is applied to a document used by a mailing, and the template is later edited, the mailing is updated in Oracle Service Cloud to reflect the edits. This occurs even if the mailing has already been sent and the RNM_MOD_SENT_DOCS setting is set to disable the editing of sent documents. If the template is edited after the mailing is sent, and a staff member views the mailing from the mailing editor or the Outreach Activity tab of a recipient’s contact record, the mailing no longer appears as it did when it was sent. This can cause confusion and ambiguity about the mailing’s effectiveness.

When you insert a snippet, its contents are copied to the layout and can then be edited freely with the rest of the design. You can also edit the snippet at any time without affecting the appearance of layouts to which the snippet was previously applied. See Creating snippets.

Another alternative to using templates is to store your design in an HTML file outside of Oracle Service Cloud and then upload it when you create your mailing or survey. See Uploading HTML content.

If you need to update a template that has been applied to a document, you can click Info on the Home tab ribbon to display the template ID. You can then search for the template in the Templates explorer by clicking Find on the ribbon and selecting ID from the Find Using drop-down menu. See Searching in explorers.

Tip: To see a list of documents that are using a template, you can create a report from the Documents (documents) table that uses the live_rc_id filter. For example, using the Documents table, you could add columns, such as Name, Date Created, Date Updated, and Assigned, and then add the live_rc_id filter to the report to see which templates are returned in the list. See Creating reports.

Document templates are not applied when surveys are viewed on mobile devices because templates are not optimized for mobile. However, if you want to create an appropriately sized template to be used for mobile, you could add HTML content with a conditional section for mobile runtime that includes a smaller image. See Customizing surveys for use on mobile devices.

Create a template

Templates are used to standardize the design of the headers and footers of your documents. Templates are sometimes referred to as “living” content. When a template is edited and saved, all documents using the template automatically display the updated content.

Procedure
  1. Click Content Library on the navigation pane.

  2. Double-click Templates Explorer. The Templates explorer opens on the content pane.

  3. Click New. A new template opens on the content pane.

    Tip: You can also create a template from an open template by clicking New. Additionally, if your navigation set is configured to add templates from the file menu, click File > Content Library > Template. See Configure the file menu.

  4. To create the template from scratch, click Begin with Blank Content. The HTML editor opens. In the middle of the HTML editor is a placeholder for document content when the template is used. You can insert HTML above and below the placeholder, including in the header and footer. See Using the HTML editor.

    Note: The template must include the content placeholder.

  5. To create a template by copying an existing template, click Copy Existing Template. The Choose Template window opens.

    1. Select the template you want to copy.

    2. Click OK to add the content to your template.

    Note: After uploading your HTML, you must insert the placeholder by clicking Content Placeholder in the toolbox.

  6. To create a template by uploading an HTML file from your workstation, click Upload HTML Content.

    1. Browse to the location of the HTML file you want and select it.

    2. Click Open. The HTML is inserted in your template.

    Note: After uploading your HTML, you must insert the placeholder by clicking Content Placeholder in the toolbox.

  7. To spell check the template, click Spelling on the ribbon and see Spell checking.

  8. Click Save. The Save As window opens.

  9. Select the folder you want to save the template in and type the name of the template in the Name field.

  10. Click Save.

Create a snippet

Snippets are small pieces of commonly used content that can be inserted into the layout of a document, mailing message, survey, or survey invitation. Creating a snippet is helpful if you want to make certain design elements available to any document, mailing, or survey. Snippets can be accessed easily and reused as many times as needed.

When you insert a snippet, its contents are copied to the layout and can then be edited freely with the rest of the design. Changes made to a snippet in the snippet editor do not alter the appearance of layouts to which the snippet was previously applied.

Tip: If you want to apply design elements that can be updated automatically across multiple documents, you might consider using a template instead of a snippet. When a template is edited and saved, all documents using the template automatically display its updated content. However, templates are best used when working with groups of documents that will be published to the web (using the Serve Web Page campaign element, for instance). When designing documents that are used for mailings or survey invitations, it is better to use snippets.

You can also store your design in an HTML file outside of Oracle Service Cloud and then upload it when you create your mailing or survey. See Uploading HTML content.

Procedure

  1. Click Content Library on the navigation pane.

  2. Double-click Snippets Explorer. The Snippets explorer opens on the content pane.

  3. Click New.

    Tip: You can also create a snippet from an open snippet by clicking New. Additionally, if your navigation set is configured to add snippets from the file menu, click File > Content Library > Snippet. See Configure the file menu.
    A new snippet opens on the content pane.

    By default, the snippet type is HTML. You can also create plain text snippets. See Create a text snippet.

  4. To create an HTML snippet from scratch, click Begin with Blank Content. The HTML editor opens so you can design the HTML in your snippet. See Using the HTML editor.

  5. To create an HTML snippet by copying an existing snippet, click Copy Existing Snippet. The Choose Snippet window opens.

    1. Select the snippet you want to copy.

    2. Click OK to add the content to your snippet.

  6. To create an HTML snippet by uploading an HTML file from your workstation, click Upload HTML Content.

    1. Browse to the location of the HTML file you want and select it.

    2. Click OK to insert the HTML into your snippet.

  7. To spell check the snippet, click Spelling on the ribbon and see Spell checking.

  8. Click Save. The Save As window opens.

  9. Select the folder you want to save the snippet in and type the name of the snippet in the Name field.

  10. Click Save.

Create a text snippet

You may want to create a text version of your snippet to insert in text documents. Text documents are used if certain customers can receive only plain text emails.

Procedure
  1. From the Snippets explorer, click New. A new snippet opens on the content pane.

    Tip: You can also create a snippet from an open snippet by clicking New. Additionally, if your navigation set is configured to add snippets from the file menu, click File > Content Library > Snippet. See Configure the file menu.

  2. Click Change in the Current Snippet Type section. The Snippet Type window opens on the content pane.

    Note: You can also change to a text snippet while creating an HTML snippet by clicking Switch to Text Mode in the Tasks section of the HTML editor.

  3. Select Text Snippet.

  4. Click OK. The snippet type changes to Text.

  5. To create a text snippet from scratch, click Begin with Blank Content. The text editor opens where you can define the plain-text version of your snippet. See Creating and editing text.

  6. To create a text snippet by copying an existing snippet, click Copy Existing Snippet. The Choose Snippet window opens.

    1. Select the snippet you want to copy.

    2. Click OK to add the content to your snippet.

  7. To create a text snippet by converting an HTML page to text, click Upload HTML Content.

    1. Browse to the HTML file you want to convert and select it.

    2. Click Open to insert the converted HTML in the snippet.

  8. Click Save.

Add a tracked link

You can add links that are tracked and reported on for statistical purposes.

The number of times a link was clicked through is reported when editing the mailing or survey (see Viewing mailing results) and through analytics.

After you have added tracked links to your system, they can be inserted in documents, templates, or snippets (see Inserting tracked links). Tracked links can also be inserted in several of the standard system-generated contact email messages (see case sectionsconditional sections incident threads). Adding tracked links to your contact emails are especially useful in tracking your customer-facing incident responses. See Incident response tracking.

Note: Due to the volume of tracked links that accumulate as new content is created, the Agedatabase utility regularly purges the database of orphaned tracked links. That is, links that have been defined but not used in any campaign, document, or mailing. The PURGE_TRACKED_LINK_DAYS configuration setting specifies the number of days after which an orphaned tracked link is purged from the database. The default value is 30 days. Set to 0 to turn off tracked link purging.

Procedure

  1. Click Content Library on the navigation pane.

  2. Double-click Tracked Links Explorer. The Tracked Links explorer opens on the content pane.

  3. Click New.

    Tip: You can also create a tracked link from an open tracked link by clicking New. Additionally, if your navigation set is configured to add tracked links from the file menu, click File > Content Library > Tracked Link. See Navigation Sets.
    A new tracked link opens on the content pane.

  4. Enter field information found on the content pane of the Tracked Links explorer described in the following table.

    Table Tracked Links Explorer

    Field Description

    URL

    Type the full URL of the tracked link in this field.

    Open URL icon. Descriptive text follows.

    Open URL

    Click this icon to open the URL.

    Merge Field icon. Descriptive text follows.

    Merge Field

    Click this icon to add a contact, incident, opportunity, or tracked link merge field to the URL.

    Menu Access Disabled

    Select this check box to make the tracked link unavailable. Staff members cannot insert the link in a document.

    Unsubscribe

    Select this check box to increment the unsubscribed count when this link is clicked in a mailing or survey.

    Note: Clicking the link does not change the contact’s opt-in status. Select this check box if you want to manage opt-in information outside of Oracle Service Cloud.

    Category

    Click this drop-down menu and select a category to associate with the link. See Add or edit a tracked link category.

    Description

    Type a description for the tracked link in this field. The description is for internal use only and is not seen by contacts who receive a mailing or survey with the link.

  5. To add a merge field to the URL, click the Merge Field icon.

    1. Select the database field you want to merge. Merge fields are populated with data from the contact record, account data or an associated incident, asset, opportunity, organization, or tracked link. You can also use the special fields that are available. The value of this field is appended to the URL as a parameter. For example, if you wanted to pass the login field value from the contact record, specifying http://www.global.example/regform.php?user=$contacts.login would return a URL such as http://www.global.example/regform.php?user=jsmith.

    2. Click OK to append the field to the URL.

  6. To spell check the tracked link description, click Spelling on the ribbon. See Spell checking.

  7. Click Save. The Save As window opens.

  8. Select the folder you want to save the tracked link in and type the name of the tracked link in the Name field.

  9. Click Save.

Add a file

You can add files to your system that can be viewed by contacts who receive your mailings and surveys.

Links to the files can be inserted in documents, templates, and snippets as a link (see Inserting unsubscribe links). After your files are added, you can use them as many times as you want.

Note: Certain practical limitations exist that restrict the size of files that can be uploaded to Oracle Service Cloud. See Answer ID 280 on our support site.

Procedure

  1. Click Content Library on the navigation pane.

  2. Double-click File Attachments Explorer. The File Attachments explorer opens on the content pane.

  3. Click New.

    Tip: You can also add files from an open file by clicking New. Additionally, if your navigation set is configured to add files from the file menu, click File > Content Library > File. See Navigation Sets.
    A new file opens on the content pane.

  4. Enter field information found on the content pane of the File Attachments explorer.

    Table File Attachments explorer

    Field Description

    *File

    Type the full path name to the file you want to upload in this field or click Browse to browse for the file.

    Click the text in this field when editing a file to preview the file.

    Menu Access Disabled

    Select this check box to make the file unavailable. Staff members cannot select the file to insert in a document.

    End-User Access Disabled

    Select this check box to make the file unavailable in mailings and surveys sent to contacts. Contacts will receive a message indicating that access is denied.

    Description

    Type a description of the file in this field. The description is for internal use only. It is not seen by contacts who receive a mailing or survey with the file.

  5. To spell check the file description, click Spelling on the ribbon. See Spell checking.

  6. Click Save. The Save As window opens.

  7. Select the folder you want to save the file in and type the name of the file in the Name field.

  8. Click Save.

Using the HTML editor

When creating a document, template, or snippet, you add HTML content using an HTML editor built into the system. The HTML editor contains many of the same options available in basic word processing applications and also has specialized operations such as adding web forms, conditional sections, incident threads, merge fields, and merge reports.

You can create content in design or source mode. Using design mode, you can create dynamic, well-formatted content even if you do not have previous HTML experience. You can include special formatting in your text and add graphics, links, and other HTML features. You can also add links to existing content. See Adding HTML in design mode.

Note: For design mode to be available in Outreach and Feedback, the HTML Design Mode permission must be selected for both Outreach and Feedback in your profile. See Select Outreach permissions and Select Feedback permissions.

Using source mode, you can create content using HTML source code. Regardless of which mode you use to create content, you can preview how it appears to customers from the Preview tab. See Adding HTML in source mode.

Adding HTML in design mode

Oracle Service Cloud contains an HTML editor for creating dynamic content.

If your profile includes the HTML Design Mode permission, you begin in design mode. Otherwise, only source mode is available. See Adding HTML in source mode, Select Outreach permissions and Select Feedback permissions.

When in design mode, you can use word processing functions to create HTML, as well as dynamic content, such as adding a conditional section or a merge field. You can add several types of links to your content as displayed in the following figure.


This figure shows the HTML editor in design mode. The window contains three tabs (Summary, HTML, Text) at the top, and a toolbar just below them. Editing functions are described in the surrounding text. The Toolbox panel on the left side of the window and the and Tasks panel on the right are described in the “Toolbox Section” and “Task Section” tables.

Links appear as clickable text when the document is used in a mailing or survey or as a web page. When a link is added, you have the option of defining certain attributes depending on the type of link. Links, as well as forms and dynamic content elements, are located in the toolbox.

Tip: You can define style and class properties on most toolbox and tasks elements (or options) by right-clicking the element after you add it to the canvas. Keep in mind that style and class must be defined in a CSS file that is available on your web server and linked to in the <head> tag of a survey template. See Edit style and class.

Using the toolbar, you can create HTML using many of the same options available in basic word processing applications. Functions include:

  • Cut, copy, and paste

  • Find and replace text

  • Print the document

  • Undo and redo changes

  • Switch to full screen

  • Format text in numbered or bulleted lists

  • Adjust indentation

  • Center, left-justify, or right-justify text and images on the page

  • Insert line breaks

  • Change font size and style attributes (such as bold, italic, and underline)

  • Apply special text formatting (such as color, highlighting, superscripts, and subscripts)

  • Copy text formatting using the style applier

Additional functions available in Oracle Service Cloud are accessed through the Toolbox and Tasks sections described in the following tables. Within the Toolbox, there are HTML, Links, and Dynamic Content sections. In Outreach and Feedback, there is also a Forms section. Within the Tasks, there are Start Over and Content sections.

Tip: You can insert HTML by clicking a button in the Toolbox or Tasks section, or by dragging and dropping the button to a specific location on the canvas.

Table Toolbox Section

Button Description
HTML

Buttons in this section are used to insert standard HTML elements in your content.

Hyperlink

Click this button to insert a hyperlink. See Inserting hyperlinks.

Image

Click this button to insert an image. See Inserting images.

Horizontal Rule

Click this button to insert a horizontal line.

Table

Click this button to insert a table. See Inserting tables.

Div

Click this button to insert a DIV block, which you can use to group other elements, such as buttons.

Field Set

Click this button to insert a field set.

Button

Click this button to insert a button. Double-click the button on the canvas to edit the button text.

Links

Buttons in this section are used to insert links in your content.

Note: Some buttons apply only to message templates and are noted as such.

Account Assistance Link

Click this button to insert a link to the Account Assistance page on your customer portal. See Inserting account assistance links.

Agent Browser UI Incident Link

Inserts a link to the incident that triggered the sent message so that agents can access the incident from the Agent Browser User Interface. See Insert an Agent Browser UI incident link.

Answer Link

Click this button to insert a link to any answer you specify. See Inserting links to answers.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Browser Link

Click this button to insert a browser link. See Inserting browser links.

Chat Link

Click this button to insert a link to the Live Help page on the customer portal. See Inserting chat links.

This button is available only if Oracle RightNow Chat Cloud Service (Chat) is enabled.

Cloud Link

Click this button to insert a link to a social media service. See Inserting cloud links.

Customer Portal Incident Link

Click this button to insert a link to the incident that triggered the sent message. For example, the standard Question Receipt email sends a confirmation message after a customer submits a question through the Ask a Question page, an email, or a chat session. By adding a Customer Portal Incident Link to your Question Receipt message template, you can provide your customers with easy access to the incident created from their question. See Insert a Customer Portal incident link.

File Link

Click this button to insert a file link. See Inserting unsubscribe links.

Forward to Friend Link

Click this button to insert a forward to friend link. See Inserting forward to friend links.

Incident Link

Click this button to insert a link to any incident you specify. See Inserting links to incidents.

Profile Link

Click this button to insert a link to the Account Settings page on your customer portal. See Inserting profile links.

Proof Comments Link

Click this button to add more than one comment field to the Survey Proof message template that is sent to proofreaders of website link surveys. See Inserting proof comments links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Proof Survey Link

This button is included, by default, on the Survey Proof message template and links to the website link survey you want your proofreaders to review. See Inserting proof survey links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Reset Password

Click this button to insert a reset password link. See Inserting reset password links.

Setup Password

Click this button to insert a link to the Finish Account Creation page on your customer portal. See Inserting setup password links.

Survey Link

Click this button to insert a link to a survey. See Inserting links to survey.

Survey Results Link

This button is included, by default, on the Survey Notification message template and links to a web page that shows the survey’s responses. See Inserting survey results links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

This Answer Link

Click this button to insert a link to the incident that triggered the sent message. See Inserting links to answers.

This button is available only in message templates. See case sectionsconditional sections incident threads.

This Discussion Link

Click this button to insert a link to the email discussion that triggered the sent message. See Inserting this discussion links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Tracked Link

Click this button to insert a tracked link. See Inserting tracked links.

Unsubscribe All Answers Link

Click this button to insert a link that lets contacts who receive answer notifications unsubscribe from future communications. See Inserting unsubscribe all answers links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Unsubscribe Link

Click this button to insert an unsubscribe link. See Inserting unsubscribe links.

Unsubscribe This Answer Link

Click this button to insert an unsubscribe link to a specific answer that’s been returned as the result of a repeatable answer section. See Inserting unsubscribe this answer links.

This button is available only on the Answer Update Notification message template. See case sectionsconditional sections incident threads.

View Subscriptions Link

Click this button to insert a link customers can use to edit the list of social notifications they are subscribed to. See Inserting view subscriptions links.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Web Page Link

Click this button to insert a web page link. See Inserting web page links.

Forms

Buttons in this section are used to insert web forms and survey questions in your HTML.

Web Form

Click this button to insert a web form to collect customer data. Documents can contain only one web form. See Inserting web forms.

Form Field

Click this button to insert a database field in the web form. Your web form must contain at least one form field. See Inserting web forms.

Survey Question

Click this button to insert a survey question in the web form. See Inserting web forms.

Submit Button

Click this button to insert a button for submitting the web form. See Inserting web forms.

Dynamic Content

Buttons in this section are used to insert dynamic content in your HTML.

Answer Section

Click this button to add any repeatable answer details on your answer update notification messages. See Inserting answer sections.

This button is available only in message templates. See case sectionsconditional sections incident threads.

Case Section

Click this button to add a case section to your conditional text. See Inserting case sections.

Conditional Section

Click this button to insert a section of conditional text. See Inserting conditional sections.

Content Placeholder

Click this button to add a content placeholder to your template. When you create a template by uploading an HTML file, you must add a content placeholder because templates cannot be saved without a content placeholder. See Create a template.

This button is available only for templates. For message templates, this button displays in the HTML section of the toolbox.

Incident Thread

Click this button to insert an incident thread that displays all communication between the parties associated with the message. See Inserting incident threads.

Merge Field

Click this button to insert a merge field. See Inserting merge fields.

Merge Report

Click this button to insert a merge report. See Inserting merge reports.

The following table describes additional functions found in the Tasks section of the HTML editor.

Table Tasks Section

Button Description
Start Over

Buttons in this section are used to clear all HTML content and start over.

Use Existing

Click this button to clear all HTML elements and start over with an existing document.

Upload HTML

Click this button to clear all HTML elements and start over with content uploaded from an HTML file.

Content

Buttons in this section are used to insert snippets and symbols and manage HTML anchors.

Apply Template

Click this button to select a template to apply to a document. You cannot apply a template to templates or snippets. See Creating templates.

Once a template has been applied to a document, it can be cleared by clicking the Apply Template button, then clicking the Clear Template button on the Choose Template window.

Insert Snippet

Click this button to insert a snippet. See Create a snippet.

Insert Symbol

Click this button to insert a special symbol. A symbol map opens. Double-click the symbol you want to insert.

Insert Address

Click this button to insert a physical address. See Insert a physical address.

Note: The CAN-SPAM Act of 2003 requires that commercial email messages contain the sender’s valid physical postal address.

Manage Anchors

Click this button to add or remove an anchor or go to an anchored site. See Insert an anchor.

Test CAN-SPAM

Click this button to test the document for CAN-SPAM compliance. See CAN-SPAM compliance in mailings.

This button is available only when editing a document in a mailing message or survey invitation message.

Modify page properties

You can modify the document’s HTML properties to change colors of the text and links, insert a background image or color, and change the document’s title.

Procedure
  1. Right-click in the document and select Page Properties. The Modify Page Properties window opens.

  2. Enter the following field information to modify page properties.

    Table Modify Page Properties Window

    Field Description
    General Information

    Define the web page’s general information in this section.

    Title

    Type the title of the web page.

    Author

    Type the name of the web page’s author.

    Description

    Type a description for the web page.

    Text Colors

    Define the colors used for text and links in this section.

    Browser’s default settings

    Select this option to use the web browser’s default color settings.

    Use custom colors

    Select this option and click the color boxes to define the colors used for plain text, links, active links, and visited links.

    Page Background

    Define the background image or color used in the document.

    Background image

    Type a URL to an image to use as the background in this text box.

    Open URL icon. Descriptive text follows.

    Open URL

    Click this icon to open the URL in a web browser.

    Background color

    Click this color box to choose a color to use as the background or type the HTML hexadecimal value of the color in the field to the right of the color box.

  3. Click OK.

Edit style and class

You can define style and class attributes for most toolbox and tasks elements by right-clicking the element after you add it to the canvas. Keep in mind that style and class must be defined in a CSS file that is available on your web server and linked to with the <head> tag of a survey template.

Procedure
  1. Right-click an element after you add it to the canvas.

  2. Select Edit Style for <element type> element.

  3. Enter the following field information to edit style and class.

    Table Edit Style Window

    Field Description

    Class

    Type any class name you want to assign to the element in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS for content included in mailings or surveys.

    Style

    Type any style attributes you want to assign to the element in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

  4. Click OK to apply the attributes.

Insert an account assistance link

Account assistance links let you link to the Account Assistance page on your customer portal. From this page, your recipients can get help if they do not have or have forgotten their user name or password.

Procedure
  1. Click Account Assistance in the Links section of the Toolbox. The Account Assistance window opens.

  2. Enter field information on the Account Assistance Link window described in the following table.

    Table Account Assistance Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert an anchor

Within the HTML editor, you can add and remove anchors. Anchors are placed at designated locations within a document as a destination for a hyperlink. When you place an anchor in your content, it is invisible when you are in design mode. The anchor code, sometimes referred to as a bookmark, displays only in source mode.

Procedure
  1. Click Manage Anchors from the Tasks section. The Manage Anchors window opens.

  2. Type the anchor name in the Anchor Name field.

  3. Click Add Anchor to add the anchor at the insertion point.

  4. To delete an anchor, select it and click Delete.

  5. To rename an anchor, select it, click Rename, and type a new name for the anchor.

  6. Click OK.

  7. Click Close.

Insert an answer section

You can use an answer section to display repeatable answer details on your answer update notification messages when more than one answer is sent in the same email. Any content that you include inside the answer section will be repeated. Content outside of the answer section will not be repeated.

Let’s say you want your message to include the contact’s name and you want to show the answer ID for each answer. In this case, you would insert the Answer ID merge field inside your answer section and the Contact Name merge field outside of the answer section. By inserting Answer ID inside the answer section, this merge field will repeat when more than one answer is sent. Since Contact Name is outside of the answer section, it will not repeat.


This figure shows the answer section with the Answer ID merge field inside of the answer section, and the Contact Name merge field outside of the answer section.

An answer section is included, by default, on the Answer Update Notification and Answer Update Notification Expired message templates. You can customize both of these templates in message templates. See case sectionsconditional sections incident threads.

Procedure
  1. Click Answer Section in the Dynamic Content section of the Toolbox. An answer section is inserted into your template.

  2. Insert the cursor inside the answer section and click Merge Field to add any fields you want to repeat when more than one answer is sent in the email.

    Note: Keep in mind that any content outside of the answer section will not be repeated when more than one answer is sent in the same notification email. Therefore, if you have content you do not want repeated, add those merge fields outside of the answer section.

Insert an answer link

There are two ways you can link to answers from Oracle Service Cloud. Inserting an Answer Link lets you link to any answer you need to reference in the email message sent to your customer. Inserting a This Answer Link lets you link to the answer that triggered the sent message.

Both the Answer Link and This Answer Link are included, by default, on any answer-related message template.

Procedure
  1. Click Answer Link in the Links section of the Toolbox. The Answer Link window opens.

  2. Enter field information on the Answer Link window described in the following table.

    Table Answer Link Window

    Field Description

    Answer ID

    Type the answer ID for the answer you want to link to in this field.

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a browser link

Browser links let you add a hyperlink to an email message that opens a browser-based version of the same content. This is useful for messages to contacts whose email clients disable image rendering by default.

Procedure
  1. Click Browser Link in the Links section of the Toolbox. The Browser Link window opens.

  2. Enter field information on the Browser Link window described in the following table.

    Table Browser Link Window

    Field Description

    *Text

    Type the text you want to appear as the hyperlink text.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS for content included in mailings.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a case section

Case sections help you make your content even more relevant to your target audience than by using independent conditional sections. You can specify a logical group of conditions where one, and only one, condition displays to your customer. In a case section, as soon as the first condition is matched, the content for that condition is added and any other conditions are ignored. If no condition within a case section is matched, the content in the default section displays (as long as you have defined it).

For example, you could create a case section that displays information to customers based on their location. The first condition within the case section might be specific to postal codes. If none match, the next condition could be more general, such as states. If neither match, then the default section (if present) displays.

You can add as many conditional sections to your case section as you need to make your content relevant. See Insert a conditional section and Case sections vs. conditional sections.

Tip: Case sections and conditional sections can also be helpful when designing surveys for use on mobile devices. See Customizing surveys for use on mobile devices.
Procedure
  1. Click Case Section in the Dynamic Content section of the Toolbox. A case section opens on the content pane.

  2. Do one of the following:

    • Double-click Conditional Section inside the Case Section.
    • Right-click and select Add Conditional Section. See Insert a conditional section.
    You can apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes.

  3. If you want to add another conditional section to your case section, repeat step 2.

  4. If you want to add content to the Default section, type it in the field below the default section header.

    Tip: If you add a conditional section after the default section, it will not be evaluated. Therefore, we recommend that you do not add anything after the default section.

Insert a chat link

If you have Chat enabled, you can insert a link to the Live Help page for your customers to chat with an agent. For information about enabling Chat, contact your Oracle account manager.

Procedure
  1. Click Chat Link in the Links section of the Toolbox. The Chat Link window opens.

  2. Enter field information on the Chat Link window described in the following table.

    Table Chat Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a cloud link

Cloud links let your contacts track or post your communications on several leading social media sites. You can include cloud links in documents, templates, snippets, mailings, campaigns, surveys, and survey invitation messages.

When a contact clicks a cloud link, the specified service opens in a web browser and prompts the contact for confirmation. The action taken upon confirmation depends on the service being used and the type of link you provided.

Note: Most social media services use cookies to identify contacts and automatically log them in to private accounts. As a result, a cloud link’s transition to the confirmation page is often seamless. However, if a contact has not created or logged in to an account before clicking a cloud link, the service usually prompts the contact to do so before forwarding for confirmation.

When you create a cloud link, you can select from several leading services and link types. You may also be required to enter the key that is used to identify your organization on the service you have selected.

The following table describes the available cloud link types and associated keys.

Table Cloud Link Types and Keys

Link Type Description/Key

Facebook (Share on Profile)

Clicking this link lets contacts share your communication as a message to their Facebook friends, or post a link to a web browser version of your message on their Facebook profile. No key is required.

Facebook (Find Us)

Clicking this link takes contacts to your Facebook group page, where they can join your Facebook group. When this option is selected, you must type your Facebook group ID in the Key field. For example, if your Facebook group URL is http://facebook.com/group.php?gid=0123456789, the key would be “0123456789.”

Flickr

Clicking this link takes contacts to your Flickr group page, where they can join your Flickr group. When this option is selected, you must type your Flickr group ID in the Key field. For example, if your Flickr group URL is http://flickr.com/groups/companyname, the key would be “companyname.”

Twitter (Tweet)

Clicking this link lets contacts post a link to a web browser version of your message on their Twitter account. No key is required.

Twitter (Follow)

Clicking this link takes contacts to your Twitter page, where they can follow your organization with their Twitter account. When this option is selected, you must type your Twitter group ID in the Key field. For example, if your Twitter URL is http://twitter.com/companyname, the key would be “companyname.”

YouTube

Clicking this link takes contacts to your YouTube channel page, where they can join your YouTube channel. When this option is selected, you must type your YouTube group ID in the Key field. For example, if your YouTube group URL is http://youtube.com/companyname, the key would be “companyname.”

LinkedIn

Clicking this link takes contacts to your LinkedIn group page, where they can join your LinkedIn group. When this option is selected, you must type your LinkedIn group ID in the Key field. For example, if your LinkedIn group URL is http://linkedin.com/groupRegistration.php?gid=012345, the key would be “012345.”

MySpace (Share on Profile)

Clicking this link lets contacts post a link to a web browser version of your message on their MySpace profile. When this option is selected, you must type a title for your posted link in the Key field.

Community

Clicking this link takes contacts to your Community Self Service page. No key is required.

Procedure
  1. From the HTML editor’s HTML or Text tab, click Cloud Link in the Links section of the Toolbox. The Cloud Link window opens.

  2. Enter field information on the Cloud Link window described in the following table.

    Table Cloud Link Window

    Field Description

    Link Type

    Click this drop-down menu to select the type of cloud link you want to insert. You can select from the following options.

    Facebook (Share on Profile)

    Facebook (Find Us)

    Flickr

    Twitter (Tweet)

    Twitter (Follow)

    YouTube

    LinkedIn

    MySpace (Share on Profile)

    Community

    *Key

    Type the unique key value associated with the selected link type.

    This field is inactive when the link type is Facebook (Share on Profile), Twitter (Tweet), or Community.

    Information (i)

    Hover over this icon for information about the key required for the selected link type.

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

    This field displays only when inserting cloud links in the HTML editor.

    *Link Text

    Type the text you want to appear as the link in this field.

    This field displays only when inserting cloud links in the Text editor.

  3. Click OK.

    Note: The social media services described in this procedure, with the exception of Community Self Service, are not provided by or affiliated with Oracle. To obtain support or information about terms and conditions for the services mentioned, contact the service provider.

Insert a conditional section

You can add conditional content that displays only when specific criteria is met.

For example, you could add conditional sections to a document used in a mailing for segment of customers in a specific postal code. See Creating segments.

In the system-generated message templates (administrator notifications, administrator emails, and contact emails), you can insert conditional sections that display content based on contact, profile, runtime variable, or record type. These options are also available when you insert a conditional section within an incident thread. For example, you could add a conditional section that displays a coupon based on the product specified in the incident. See Editing messages and Inserting incident threads.

If you add more than one conditional section, each condition evaluates separately and if more than one condition matches, content is shown for each matched condition. If you want to display content from only one condition, consider using a case section instead of independent conditional sections. See Insert a case section.

For more information on how to use surveys on mobile devices, see Customizing surveys for use on mobile devices.

Procedure
  1. Click Conditional Section in the Dynamic Content section of the Toolbox. The Conditional Section window opens.

    Note: The available options are context-sensitive and depend on what type of content you are customizing. For example, in certain message templates or if you’ve added a conditional section within an incident thread in a mailing or survey, you could add a conditional section that displays a coupon based on the product specified in the incident.

  2. Type a title for the conditional section in the Title field.

  3. Select an option from the drop-down menu to include content based on whether the contact is in or not in the selected segment.

  4. Select a segment from the Segments menu. Segments are created when you define audiences.

  5. To create a segment, click New Segment. See Creating segments.

  6. For message templates or conditional sections inserted within incident threads in mailings and surveys, select the Associated Contact, Recipient Profile, Runtime Variable, or Associated Record option. These options are context-sensitive based on the type of content you are customizing.

    1. To display text based on contact, see steps 3 and 4.

    2. To display text based on recipient profile, select an option from the drop-down menu to include content based on whether the recipient is in or not in the selected profile, and then select a profile.

    3. To display text based on runtime variable, select Include Contact Information Section. This option is available only in the Email Incident Information (administrator email) message template. It lets the agent decide whether contact information will be sent in the email. See Editing messages.

    4. To display text based on a record type, select an option from the drop-down menu to include content based on whether the condition is true or false, and then select a record. Next, select an operator to use in comparing the record to the data’s value, and then type a value that the record is compared to. See Selecting filter operators.

  7. Click OK to insert the conditional section.

    Tip: You can apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes. For message templates or conditional sections inserted within incident threads in mailings and surveys, style and class attributes are applied on the incident type thread properties. See Inserting incident threads.

  8. Type the content you want to display to your audience in the text box below the conditional section header.

    Note: Due to the volume of conditional sections that accumulate as new content is created, the Agedatabase utility regularly purges the database of orphaned conditional sections (those that have been defined but not used in any campaign, document, or mailing). The PURGE_COND_SECTION_DAYS configuration setting specifies the number of days after which an orphaned conditional section is purged from the database. The default value is 7 days. Set to 0 to turn off conditional section purging.

Customizing surveys for use on mobile devices

Case sections and conditional sections using runtime variables can be added to the HTML content of your survey’s questionnaire if you want to show different content for mobile devices from what you show for desktop mode.

For instance, you might want to use a smaller image at the top of your survey for mobile devices than the one you use for surveys viewed on desktops. In another situation, you could use a case section to hide a lengthy matrix question that might not be effective when viewed on a small mobile device.

The following image shows the Conditional Section window with the Runtime Variable option selected.


This figure shows the Conditional Section window. The window contains a Title text-entry field, a drop-down list, and Associated Contacts and Runtime Variables selection options.

When using conditional and case sections with runtime variables, it’s important to remember the following.

  • Mobile conditional sections are honored on a mobile device even if mobile optimization is disabled in your survey.

  • When using desktop and mobile runtime variables, we recommend that you create content for both variables on one page. You can do this either with a conditional section for each variable, or by adding content that appears for both variables. Otherwise, the runtime variable for which no content is defined will display a blank page.

  • If the mobile user selects the Switch to Desktop Mode link, available on the first survey page, all content that displays will be desktop content, even if a mobile device is being used. (Switch to Desktop Mode is available only on the first page of a survey.)

  • Test and preview your survey in both mobile and desktop modes to ensure your conditional sections work the way you intend them to.

Insert a Customer Portal incident link

There are two ways you can link to incidents from Oracle Service Cloud. Inserting an Incident Link lets you link to any incident you need to reference in the email message sent to your customer. Inserting a Customer Portal Incident Link lets you link to the incident that triggered the sent message.

For instance, the standard Question Receipt email sends a confirmation message after a customer submits a question through the Ask a Question page, an email, or a chat session. By adding a Customer Portal Incident Link to your Question Receipt message template, you can provide your customers with easy access to the incident created from their question. See case sectionsconditional sections incident threads.

Procedure
  1. Click Customer Portal Incident Link in the Links section of the Toolbox. The Customer Portal Incident Link window opens.

  2. Enter field information on the Customer Portal Incident Link window described in the following table.

    Table Customer Portal Incident Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a file link

After files have been defined, you can add them to your HTML as links.

Procedure
  1. Click File Link in the Links section of the Toolbox. The File Attachment window opens.

  2. Enter information on the File Attachment window described in the following table.

    Table File Attachment Window

    Field/Option Description

    *Files

    Select a file from this list. See Adding files.

    New File

    Click this text to add a file. The file is selected in the menu after being added.

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

    Tip: You can also apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes.

Insert a forward to friend link

Forward to friend links let your customers forward your mailing or survey to additional addresses. The addresses receive a copy of the mailing or survey, but are not added to your contact list.

When contacts click the link, a page opens asking them for the email addresses of the friends they want to forward the mailing or survey to.

Note: The Subject field of the Send To A Friend form contains the subject from the forwarded message and cannot be edited. Contacts sending to multiple recipients must separate email addresses with a comma or semicolon. Also, recipients of messages sent through the Forward to Friend link see the message, “This message was sent to you by <email_address>,” regardless of whether the sender includes comments when forwarding the message.
Procedure
  1. Click Forward to Friend Link in the Links section of the Toolbox. The Forward to Friend Link window opens.

  2. Enter field information on the Forward to Friend Link window described in the following table.

    Table Forward to Friend Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a hyperlink

You can insert hyperlinks in your HTML content and then define the hyperlink’s properties. You can also choose whether to link to an external site or an anchor in this or another document.

Procedure
  1. Click Hyperlink in the HTML section of the Toolbox. The Hyperlink window opens.

  2. Enter field information on the Hyperlink window described in the following table.

    Table Hyperlink Window

    Field Description
    External Link

    Select this option to insert a link to a website outside of Oracle Service Cloud.

    *Link

    Type the full URL of the hyperlink in this field.

    Open Hyperlink icon. Descriptive text follows.

    Open Hyperlink

    Click this icon to open the hyperlink in a web browser.

    Link Text

    Type the text you want to appear as the link in this field.

    Target

    Select a target from this drop-down menu:

    • New Window—The URL opens in a new browser.

    • Same Window—The URL opens in the same frame.

    • Parent Window—The URL opens in the same frameset.

    • Browser Window—The URL opens in the same window.

    Internal Link

    Select this option to insert a link to an internal anchor.

    This option is available only if an anchor has been added to the document. See Inserting anchors.

    Anchor

    Click this drop-down menu to select an anchor to link to.

    Link Text

    Type the text you want to appear as the link in this field.

    Email

    Select this option to insert a link to an email address.

    *Address

    Type the email address in this field. For example, type lucybauer@example.com to create a link to Lucy Bauer’s email address.

    Note: You do not need to prepend the email address with the “mailto:” tag. The system adds the “mailto:” tag when you type the email address in the field.

    Link Text

    Type the text you want to appear in this field.

  3. Click OK.

    Tip: You can also apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes.

Insert an image

You can insert an image that is accessible through a URL in your HTML. You can also define the size of the image, its border properties, and alignment.

Procedure
  1. Click Image in the HTML section of the Toolbox. The Image Editor window opens.

  2. Enter field information on the Image Editor window described in the following table.

    Table Image Editor

    Field Description
    *Image URL

    Type the URL where the image is located.

    Open URL icon. Descriptive text follows.

    Open URL

    Click this icon to open the URL in a web browser.

    Alt Text

    Type the alternative text for the image.

    Width

    Type the width, in pixels, you want the image to appear as.

    Height

    Type the height, in pixels, you want the image to appear as.

    Border

    Type the width, in pixels, of the image’s border.

    Alignment

    Click this drop-down menu to select the image’s alignment: Inline, Left, Middle, Right, Top, or Bottom. The default alignment is Inline.

  3. Click OK.

Inserting incident threads

You can add an incident thread to your HTML so that all communication regarding an incident displays in your content. The incident thread lists all activity about an incident, including the original question, responses and updates from agents, customer updates, records of conversations, and internal notes about the incident.

You can define thread properties, which apply to the entire thread entry, as well as dynamic thread content, which lets you dynamically add content for a specific thread type. From the thread properties, you can customize the look of your incident thread by defining style and class attributes, display order, and limits on the number of threads (up to 99) that display in your messages. You can also set character limits on your incident threads to truncate the text that displays in the email message.

In addition to defining style and display attributes for the entire thread, you can define where to include your dynamic content—either before or after the thread entry for each specific thread type. Choose whether your content displays only in the most recent entry, in all entries, or in all entries except the most recent one. In the sample shown here, the response thread type offers customers a coupon before the thread entry and only in the most recent response thread.

The following figure shows the Response Thread Type incident thread. This particular thread type is designed to display a coupon above (before) the thread entry content and to be included only in the most recent entry.


This figure shows the Response Thread Type window. The window contains three sections: Thread Properties (two text-entry fields), Dynamic Thread Content (two drop-down lists), and the HTML editor. An image of a coupon appears in the HTML editor pane.

Note: While dynamic content added from thread type windows is included in the email that is eventually sent, it is not stored in the database. Therefore, it cannot be retrieved later.
Insert an incident thread

Use incident threads to display all communication related to an incident in your HTML content.

Procedure
  1. Click Incident Thread in the Dynamic Content section of the Toolbox. An incident thread opens on the content pane.

  2. To edit the thread properties, double-click the incident thread. The Thread Properties window opens.

    Thread properties display by incident thread type. In Outreach and Feedback, all thread types, except for the Private Note thread type, are selected by default. In message templates, whether or not the Private Note check box is selected by default depends on the message type. For example, message templates that are designed for agents will have the Private Note check box selected by default. However, on message templates that are designed for customers, the check box will be cleared.

  3. To define the types of threads that display in your content, clear or select the check boxes in the Thread Type section.

    Note: Because thread types are specific to the type of thread, you may need to edit several (or all) thread types depending on which Oracle Service Cloud products your organization uses.

    The following table defines the different thread types.

    Table Thread Type Definitions

    Thread Type Description

    Customer Entry

    Select this check box to display threads submitted by the customer.

    This option maps to both the Customer and Voice Integration incident thread type IDs in the threads.entry_type field.

    Response

    Select this check box to display threads for incident responses submitted from the Response option on the incident workspace.

    This option maps to the Response incident thread type ID in the threads.entry_type field.

    Customer Proxy

    Select this check box to display threads for incidents submitted by an agent on behalf of the customer from the incident workspace.

    This option maps to the customer proxy incident thread type ID in the threads.entry_type field.

    Chat Transcript

    Select this check box to display incident threads created from a chat session.

    This option maps to the Chat Transcript incident thread type ID in the threads.entry_type field.

    Auto Response

    Select this check box to display responses that are automatically added to the thread from a business rule.

    This option maps to the Auto Response incident thread type ID in the threads.entry_type field.

    Private Note

    Select this check box to display threads added as private notes on the incident workspace or threads added through business rules to the Notes thread.

    This option maps to both the Note and Rule Response Template incident thread type IDs in the threads.entry_type field.

  4. To apply formatting styles for your thread content and headings, click the link on the Thread Properties window that is specific to the type of thread you want to edit. For example, clicking the Response link opens the Response Thread Type window.

  5. Enter field information on the Thread Type window described in the following table.

    Table Thread Type Window

    Field/Option Description
    Thread Properties

    Enter information in this section to define how the content and heading of your incident thread will display.

    Thread properties apply to the entire thread entry. Thread properties are not available when using the text editor. See Create text content in documents.

    Content Style

    Type any HTML style and class attributes you want the content of your entire incident thread to display.

    By default, font-size: 12pt; border: 1px solid #BBB.

    Heading Style

    Type any HTML style and class attributes you want the heading of your entire incident thread to display.

    By default, font-size: 12pt; border: 1px solid #CCC: background-color: #EOEAD8.

    Dynamic Thread Content

    This section is used to define the placement of your content and in which thread entries to include the content. It applies only to the content displayed in the email message.

    The options in this section apply only to the specific thread type.

    Content Placement

    The options in this drop-down menu define the placement of your content—either Before Thread Entry, which is selected by default, or After Thread Entry.

    Inclusion

    The options in this drop-down menu define where in the incident thread your content displays. Options include the following.

    • Most Recent Entry—Displays your content in only the most recent thread of this type. (Default)

    • All Entries—Displays your content in every thread of this type.

    • All Entries Except Most Recent—Displays your content in every thread of this type except the most recent one.

  6. Define the content to include in addition to your incident thread using the HTML editor on the Thread Type window. See Using the HTML editor.

  7. Click OK to save your content and close the window. Notice that the Thread Properties window is still open.

  8. Repeat steps 4 to 7 for each thread type your system uses.

  9. To change the thread order to display the oldest threads first, select Oldest to Newest in the Thread Order drop-down menu in the Display section of the Thread Properties window. By default, the most recent threads display.

  10. To limit the number of threads that display, select Limit Thread Count in the Display section of the Thread Properties window.

    The Limit Thread Count check box is available only if the thread order is set to Newest to Oldest.

    1. Type the number of threads you want to display (up to 99) in the field next to the Limit Thread Count check box.

  11. To truncate the text that displays within each thread (for all thread types), select Limit Text To in the Display section of the Thread Properties window.

    The Use Ellipsis check box is available only if the Limit Text To check box is selected.

    1. Type the number of characters you want to display in the field next to the Limit Text To check box.

    2. Select the Use Ellipsis check box to display an ellipsis (...) at the end of the truncated characters if the text exceeds the set character limit.

  12. Click OK to close the Thread Properties window.

    Tip: You may want to consider showing conditional content based on the number of threads that are included within the sent message. See Define conditional content based on message thread count.

  13. Add any other links or dynamic content you need to customize your message using the hyperlinks, buttons, dynamic content, and other features available on the HTML editor of the message template.

If an incident is triggered, all communication regarding the incident displays in your message.
Insert an incident link

There are two ways you can link to incidents from Oracle Service Cloud. Inserting an Incident Link lets you link to any incident you need to reference in the email message sent to your customer. Inserting a Customer Portal Incident Link lets you link to the incident that triggered the sent message.

Procedure
  1. Click Incident Link in the Links section of the Toolbox. The Incident Link window opens.

  2. Enter field information on the Incident Link window described in the following table.

    Table Incident Link Window

    Field Description

    Incident ID

    Type the incident ID for the incident you want to link to in this field.

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a merge field

Merge fields allow you to look up account, asset, contact, incident, opportunity, organization, community, or tracked link information and insert it in the text.

For example, you could insert a merge field for the first name field and have contacts’ first names appear in their mailing. You could also insert a number of incident fields for documents that are sent as a result of an incident rule or in a campaign that uses an incident action. In the case where a merge field value does not exist, you can specify a default value. Additionally, you can add merge fields to a URL parameter. See Inserting merge fields to URL parameters.

Another category of merge field includes those that do not logically align with any of the other categories. These merge fields are found in the Special Fields folder. Some let you insert merge fields related to certain configuration settings, such as the number of hours an incident set to Waiting stays open or the amount of time in which an incident can be reopened after it is solved. There are also special fields that let you personalize the Subject field of the survey’s invitation message by displaying the survey’s expiration date or the number of days until the survey expires. Other special fields include interface name, generation time, SLA name, and merge fields related to community content. As with all merge fields, those found in the Special Fields folder are context-sensitive to the type of content you are creating.

There are two ways merge field content can be added: text and image. When you insert a text merge field, you insert the text from part of the record, such as a contact email address. When you insert an image merge field, you insert the content from any text or text area custom field into an <img> tag within the HTML where it is displayed, such as a message template, mailing, survey, or answer. The custom field should contain the absolute or relative path to the image you want to display in the content.

Procedure
  1. Click Merge Field in the Dynamic Content section of the Toolbox. The Merge Field window opens.

  2. To insert a text merge field, click the Type drop-down menu and select Text.

    1. Enter following information on the Merge Field window for text merge fields.

      Table Text Merge Field Window

      Field/Option Description

      *Merge Fields

      Select a database column from this list.

      Default

      Type the default value of the merge field in this field. The default value is used if a value does not exist for the field in a contact record or incident. If you want to include the field only when a value exists, put the merge field in a conditional section.

      This field is not available when adding merge fields to a URL parameter.

      Format

      Click this drop-down menu to select the format. The options that display are dynamic based on the type of merge field you select.

      This field is not available when adding merge fields to a URL parameter.

      Label

      Type a label that will display next to the merge field in this field.

      This field is not available when adding merge fields to a URL parameter.

      Limit Text To

      Select this check box to truncate the text that displays as a result of a text-based merge field.

      For fields that are not text-based, such as date fields, this check box does not display. For Community Self Service message templates (located in the Social category of the Contact Emails message type), this check box is selected, by default, on the Body merge field that displays in the template.

      Characters

      Type the number of characters you want to allow in text-based merge fields. This truncates the text that is sent in email messages.

      This field is available only if the Limit Text To check box is selected. For fields that are not text-based, such as date fields, this field does not display. For Community Self Service message templates (located in the Social category of the Contact Emails message type), this field is set to 2500 characters, by default, on the Body merge field that displays in the template.

      Use Ellipsis

      Clear this check box to remove the ellipsis (...) from the end of the truncated characters if the text exceeds the set character limit. This check box is selected by default.

      This check box is available only if the Limit Text To check box is selected. For fields that are not text-based, such as date fields, this field does not display.

    2. Click OK.

  3. To insert an image merge field, click the Type drop-down menu and select Image.

    1. Enter following information on the Merge Field window for image merge fields.

    Table Image Merge Field Window

    Field/Option Description

    *Merge Fields

    Select a text or text area custom field from this list.

    Note: The values in the custom field should contain the names of images stored on your web server.

    Default URL

    Type the default value of the merge field. The default value is used if a value does not exist for the custom field in a record. The value should be an absolute URL to an image (for example, http://www.company.com/images/logo.gif).

    Base URL

    Type the base URL for the merge field if you use relative URLs in the custom field. The value of the custom field is appended to this URL. For example, if the base URL is http://www.company.com/images/ and the value of the custom field is logo.gif, the result will be http://www.company.com/images/logo.gif. Leave this field blank if the custom field uses an absolute URL.

  4. Click OK.

    Tip: You can apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes.

Insert a merge field to a URL parameter

You can add merge fields to URL parameters you want to attach to links in your messages. URL parameters can be defined on a mailing message, a survey invitation message, or a tracked link. In these cases, the value of the merge field is appended to the URL as a parameter.

For example, if you wanted to pass the login field value from the contact record, specifying http://www.global.example/regform.php?user=$contacts.login would return a URL such as http://www.global.example/regform.php?user=jsmith.

Procedure
  1. Type any parameters you want to append to the links in your message (for example, p1=v1&p2=v2) in the URL Parameters field located below the HTML editor.

  2. Click the Merge Field icon to the right of the URL Parameters field. The Merge Field window opens.

    1. Select the database field you want to merge. Merge fields are populated with data from the contact record, account data or an associated incident, asset, opportunity, organization, or tracked link. You can also use the special fields that are available. The value of this field is appended to the URL as a parameter.

    2. Click OK to insert the merge field with the appended URL parameter.

Inserting merge reports

In addition to merging data into your content one field at a time, you can select and merge full reports, and filter their output and edit their appearance. Merged reports extend data access to your marketing and survey communications so you can develop content that is more dynamic and contextually relevant to your customers.

In most cases, a primary filter is applied to limit the report output so that customers see only their own information. For example, if a report displays a list of all open incidents, customers see only their own open incidents when they view the merged report. Primary filters are automatically applied in the following cases.

  • contacts.c_id—Primary filter for any mailing (broadcast or transactional) and any survey invitation message. If merging a report on a web page, the contact must be recognized by click-through parameters or cookies.

  • incidents.i_id—Primary filter for any transactional mailing or survey that is sent using incident rules.

  • opportunities.op_id—Primary filter for any transactional mailing or survey that is sent using opportunity rules.

  • chats.chat_id—Primary filter for any transactional mailing or survey that is sent using chat rules.

In certain situations, you may want to disable the primary filter in the merged report, which can be done by clearing the Automatically Apply Primary Filter check box on the Merge Report window. However, special handling is required to ensure that the resulting data is appropriate for your audience. For example, if you want to include a report in a closed incident survey listing each customer’s open incidents, the automatic primary filter can restrict the report to show only the incident that triggered the survey. If you disable the primary filter, the report shows all incidents for all contacts. To prevent this, you can manually add a primary filter by editing the report and adding a filter on contacts.c_id = ‘’. If you then save the report and send the survey, the merged report filters on individual c_id values and displays to customers only incidents associated with their contact record. (Filters can also be performed on incidents.i_id, opportunities.op_id, and chats.chat_id, as needed.)

Caution: Disabling the automatic primary filter removes safeguards intended to restrict the scope of the report to the records related to the recipient. As a result, all data is returned for the report just as it would if opened from the Reports explorer. Depending on how the report is configured, this can be processor intensive and, in some cases, result in contacts receiving information related to other contacts. Unless a primary field filter has been added to the report, we recommend that this check box remain selected.

When merging a report into your content, you must select a preview contact to be used for filtering data on the content editor’s Preview tab. This filter limits the data shown in the preview and provides a more accurate representation of the finished content. You can also edit a merged report’s display properties and set a default value to be used when no data is returned.

From the Preview tab, you can also use the optional Preview Contact field to filter your preview by a particular contact. This lets you see how your dynamic content, such as merge fields and conditional sections, looks in your content. For example, if you have a conditional section for contacts in a specific postal code, you can preview your message to a single contact who matches the postal code you specify to see if your conditional section works the way you intend it to. This improves the accuracy of your messages and, ultimately, saves you time.

The Merge a report into content procedure describes how to merge a report in the content editor in both HTML and text mode.

Merge a report into content

Merge full reports into your content, and then filter the report’s output and edit it’s appearance. Merged reports extend data access to your marketing and survey communications so you can develop content that is more dynamic and contextually relevant to your customers.

Procedure
  1. On the Design tab of the content editor, place the cursor where you want to position the report.

  2. Click Merge Report in the Dynamic Content section of the Toolbox. The Merge Report window opens listing all reports available in your profile.

  3. Click the Search icon next to the Preview Contact field. The Contact Search window opens where you can search for a contact to use when the report is previewed on the content editor Preview tab.

    1. Select the contact and click Select.

  4. Select the report you want to merge into your content.

  5. To disable the primary filter when the report is run, clear the Automatically Apply Primary Filter check box. The check box is selected by default.

    Caution: Disabling the primary filter removes the safeguards that restrict the scope of the report to the records related to the recipient.

  6. To edit the merge report properties, click the Properties tab and select a report format from the Output Type drop-down menu.

    For a description of each merge report property, see Setting merge report properties.

  7. To specify a default value used when the report returns no information, click the Default tab and enter the default value.

    Tip: You can also specify a default value once the report is merged by editing the contents of the merge report placeholder.

  8. Click OK. The merge report placeholder is inserted into your content.

  9. Click the Preview tab to see how your content looks.

    Tip: In documents, snippets, and templates, the optional Preview Contact field lets you see how your dynamic content that is specific to a contact looks. For example, if you have a conditional section for customers in a specific postal code, you can preview a contact who matches the postal code you specify to see if your conditional section works the way you intend it to. To preview by contact, repeat step 3.

Merge report properties

Merge report properties can be defined from the Properties tab of the Merge Report window when merging a report into HTML content. In addition to merge report properties, some properties are also available when merging into text content.

The following table describes the available merge report properties.

Table Merge Report Properties

Output Type/Field Description

Table

Select this output type to display the report data as a table in your content.

Max Rows

Type the maximum number of rows for the table. Click the up or down arrow to increase or decrease the value.

Table Properties

The settings in this section define the appearance of the table when it is merged.

Caption

Type the caption you want to appear at the top of the table.

This setting is also available when merging a report into text content.

Table Style

Type any style attributes you want to apply to the table.

Table Class

Type any class attributes you want to apply to the table.

Caption Style

Type any style attributes you want to apply to the table caption. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

Column Headers

Select this check box to display column headers for the table.

This setting is also available when merging a report into text content.

Column Header Style

Type any style attributes you want to apply to the column headers. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

Column Header Class

Type the class name you want to apply to the column headers. You must define the class in your content’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

Cell Style

Type any style attributes you want to apply to the table cells. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

Cell Class

Type the class name you want to apply to the table cells. You must define the class in your content’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

Cell Format

Click this drop-down menu to select a case format for cells in the table.

This setting is also available when merging a report into text content.

Width

Enter the width of the table and select pixels or percent from the drop-down menu.

Border

Enter the width, in pixels, of the table’s border.

Frame

Click this drop-down menu to apply an HTML style to your frame. Options include the following.

Void—Outside borders are not shown.

Above—Top outside border is shown.

Below—Bottom outside border is shown.

Hsides—Top and bottom outside borders are shown.

Vsides—Left and right outside borders are shown.

Lhs—Left outside border is shown.

Rhs—Right outside border is shown.

Box—Outside borders are shown on all four sides.

Border—Outside borders are shown on all four sides.

Rules

Click this drop-down menu to apply an HTML style to the lines in your table. Options include the following.

None—No lines are shown.

Groups—Lines are shown between row groups and column groups.

Rows—Lines are shown between rows.

Cols—Lines are shown between columns.

All—Lines are shown between rows and columns.

Cell Padding

Enter the padding, in pixels, of the table’s cells.

Cell Spacing

Enter the spacing, in pixels, of the table’s cells.

Primary Background Color

Click this color box to select a primary color for the cell’s background or type the HTML hexadecimal value of the color in the field to the right of the color box.

Alternating Background Color

Click this color box to select a primary color for the cell’s background or type the HTML hexadecimal value of the color in the field to the right of the color box.

Border Color

Click this color box to select a primary color for the cell’s background or type the HTML hexadecimal value of the color in the field to the right of the color box.

List

Select this output type to display the report data as a list in your content.

Max Rows

Type the maximum number of rows for the list. Click the up or down arrow to increase or decrease the value.

List Type

Select the option next to the type of list you want to display.

Ordered List

Select this option to display a numbered list.

Unordered List

Select this option to display a bulleted list.

List Style

Type any style attributes you want to apply to the list text. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

List Class

Type the class name you want to apply to the list text. You must define the class in your content’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

Format

Click this drop-down menu to select a case format for the list text. The available options are Lowercase, Uppercase, and Proper Case.

This setting is also available when merging a report into text content.

Single Value

Select this output type to display only the value of the field in the report’s first row and first column in your content.

Format

Click this drop-down menu to select a case format for the single value text. The available options are Lowercase, Uppercase, and Proper Case.

This setting is also available when merging a report into text content.

Style

Type any style attributes you want to apply to the single value output. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

Class

Type the class name you want to apply to the single value output. You must define the class in your content’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

Note: Regarding class attributes, because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.
Insert a physical address

You can include a physical address in your HTML so it passes the CAN-SPAM requirement by entering it in a separate area.

Procedure
  1. Click Insert Address in the Content section of Tasks. The Insert Address window opens.

  2. Type the physical address of your organization in the Sender’s Postal Address field.

  3. Click OK.

    Your address is added to its own section in the document.

    Tip: You can apply style and class attributes by right-clicking an element after you add it to the canvas. See Editing style and class attributes.

Insert a profile link

Profile links let you link to the Account Settings page on your customer portal where your customers can change their user name and update their profile information.

Procedure
  1. Click Profile Link in the Links section of the Toolbox. The Profile Link window opens.

  2. Enter field information on the Profile Link window described in the following table.

    Table Profile Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a proof comments link

Inserting a Proof Comments Link lets you insert a link to a web page where the recipient can give feedback about the survey they have been asked to proofread.

For instance, you might want to add comment fields to gather feedback about specific parts of your message rather than the message as a whole. The Survey Proof message template is defined in message templates.

Procedure
  1. Click Proof Comments Link in the Links section of the Toolbox. The Proof Comments Link window opens.

  2. Enter field information on the Proof Comments Link window described in the following table.

    Table Proof Comments Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a proof survey link

Inserting a Proof Survey Link lets you add a link to the survey that you want your proofreaders to review. Unlike broadcast and transactional surveys that include a survey link and a comment field in the invitation message sent as part of the proof message, website link surveys rely on the message that is defined by the Survey Proof message template.

The Proof Survey Link is included, by default, on the Survey Proof message template.

Procedure
  1. Click Proof Survey Link in the Links section of the Toolbox. The Proof Survey Link window opens.

  2. Enter field information on the Proof Survey Link window described in the following table.

    Table Proof Survey Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a reset password link

Reset password links let you link to the Account Assistance page on your customer portal. If any of your recipients do not yet have a password defined in their contact record, providing a reset password link can help them gain access to the customer portal.

Procedure
  1. Click Reset Password in the Links section of the Toolbox. The End User Reset Password Link window opens.

  2. Enter field information on the End User Reset Password Link window described in the following table.

    Table End User Reset Password Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a setup password link

Setup password links let you link to the Finish Account Creation page your the customer portal, which also displays a link to the Account Assistance page.

Procedure
  1. Click Setup Password Link in the Links section of the Toolbox. The Setup Password Link window opens.

  2. Enter field information on the Setup Password Link window described in the following table.

    Table Setup Password Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a survey link

There are two ways you can link to surveys from Oracle Service Cloud. From mailings, documents, and certain message templates, you can insert a Survey Link that lets you add a link to any existing survey listed in your Surveys explorer. From a survey, you can insert a Link to This Survey that adds a link to the survey you have open. The Link to This Survey is included, by default, on the survey’s invitation message when you create a new survey.

Procedure
  1. From a document, mailing or message template, click Survey Link in the Links section of the Toolbox. The Survey Link window opens.

  2. Enter information on the Survey Link window described in the following table.

    Table Survey Link Window

    Field/Option Description

    *Surveys

    Select a survey from this list. See broadcasttransactional surveys.

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS for content included in mailings.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a link to this survey

There are two ways you can link to surveys from Oracle Service Cloud. From a survey, you can insert a Link to This Survey that adds a link to the survey you have open. The Link to This Survey is included, by default, on the survey’s invitation message when you create a new survey. From mailings, documents, and certain message templates, you can insert a Survey Link that lets you add a link to any existing survey listed in your Surveys explorer.

Procedure
  1. From a survey’s Invitation Message tab, click Link to This Survey in the Links section of the Toolbox. The Link to This Survey window opens.

  2. Enter field information on the Link to This Survey window described in the following table.

    Table Link to This Survey Window

    Field/Option Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS for content included in mailings.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a survey results link

Inserting a Survey Results Link lets you link to a web page showing the survey’s responses. The Survey Results Link is included, by default, on the Survey Notification message template.

Procedure
  1. Click Survey Results Link in the Links section of the Toolbox. The Survey Results Link window opens.

  2. Enter field information on the Survey Results Link window described in the following table.

    Table Survey Results Link Window

    Field Description

    *Text

    Type the text you want to appear as the link in this field.

    Class

    Type any class name you want to assign to the link in this field. You must define the class in your document’s HTML by either using the <style> tag to define the class inline, or posting the class in a CSS file on your web server and referencing it with the <link> tag.

    Note: Because few third-party mail clients consistently support CSS, you should use style attributes instead of CSS.

    Style

    Type any style attributes you want to assign to the link in this field. Style attributes define how the text appears, such as color and font (for example, color: red; font-weight: bold; font-style: italic).

    Target

    Click this drop-down menu and select the target for the link: New Window, Same Window, Parent Window, or Browser Window.

  3. Click OK.

Insert a table

You can insert a table in your HTML and define the number of rows or columns, and its border properties, cell padding, and cell spacing.

Procedure
  1. Click Table in the HTML section of the Toolbox. The Insert Table window opens.

  2. To insert a table from the Quick tab, hover over and click on the grid to define the number of rows and columns in the table. The table is inserted into your document.

  3. To insert a table from the Advanced tab, click the Advanced tab.

    1. Enter field information on the Advanced tab described in the following table.

      Table Advanced Tab

      Field Description
      Size

      Define the size of the table in this section.

      Rows

      Enter the number of rows in the table.

      Columns

      Enter the number of columns in the table.

      Table Width

      Enter the width of the table and select pixels or percent from the drop-down menu.

      Display

      Define the table’s attributes in this section.

      Border

      Enter the width, in pixels, of the table’s border.

      Cell Padding

      Enter the padding, in pixels, of the table’s cells.

      Cell Spacing

      Enter the spacing, in pixels, of the table’s cells.

    2. Click OK to insert the table.

  4. To edit the table properties, right-click the table and select Table Editor > Table Properties. The Table Editor window opens.

    1. Enter field information on the Table Editor window described in the following table.

      Table Table Editor Window

      Field Description
      Caption Properties

      Define the table’s caption in this section.

      Caption

      Type the caption of the table.

      Alignment

      Click this drop-down menu and select the alignment of the caption. Your choices are Inline, Left, Centered, and Right. The default alignment is Inline.

      Location

      Click this drop-down menu and select the location of the caption in relation to the table. Your choices are Top and Bottom.

      Table Properties

      Define the table’s attributes in this section.

      Border

      Type the width, in pixels, of the table’s border.

      Alignment

      Click this drop-down menu and select the alignment of the table on the page. Your choices are Inline, Left, Centered, and Right. The default alignment is Inline.

      Width

      Type the width of the table and select the unit from the options (Pixels or Percentage).

      Background Color