18Sales Campaigns

This chapter contains the following:

Sales Campaigns

Sales campaigns make it easy for salespeople to keep their contacts informed, announce product launches, and invite them to events. You can configure HTML email templates that salespeople can use to send emails using the built-in email server provided by your application. The application monitors responses and can create follow-up tasks or send emails to the sales campaign owners.

Note: Sales campaigns are created with an end date of one year internally and this end date can't be changed. Sales campaigns are meant to be short lived objects where salespeople create and launch campaigns, checks responses, and proceed with other actions.

Here's how it works:

  1. Sales administrators create an HTML template referencing images stored separately on a public server.

    You can include merge fields, links (URLs), and three predefined response links provided by Oracle. Using the predefined response links, contacts can request a call-back, request more information, or fill out a form to have the email sent to others.

  2. Salespeople use the template to create a sales campaign and select the contacts they want to email.

    Note: If you're creating an email campaign for the first time after migrating to Oracle Cloud Infrastructure (OCI), a confirmation email is sent to the From address for verification. You must click on the link to confirm and authenticate the From address before you can use it. Otherwise, emails will be sent from no-reply@oracle.com instead of the correct email address.
  3. For each sales campaign, salespeople can modify the template, add messages for each recipient, and have the application generate follow-up tasks or emails.

  4. Salespeople can have the sales campaign emails sent either immediately after clicking Submit or at the specified date and time.

  5. When contacts open the email, click a URL or one of the response links, the application records their responses.

  6. The application creates a task for each response or sends a notification email, depending on campaign setup.

  7. The sales campaign owner reviews the sales campaign responses and can convert them into leads.

  8. Salespeople can review the tasks generated by the sales campaign in the Activities work area.

Here's a diagram that illustrates the process.

A flow chart of the sales campaign process described
in the text. This flow chart identifies which tasks are performed
by the application, the sales administrator, and the salesperson creating
the sales campaign. The sales administrator creates the template.
The salesperson creates a sales campaign and selects contacts, the
template, and submits the campaign. The application sends the emails.
Contacts respond by clicking links. The sales application records
their responses and creates tasks or notifies the owner. The salesperson
reviews the responses and can covert them to leads. Salespeople can
follow up on the generated tasks in the Activities work area.

Note: Domain-based Message Authentication, Reporting, and Conformance (DMARC) settings aren't supported with Sales Campaigns. With specific policies, your emails may not get delivered to certain email providers.

Setup Overview

Here are the steps to set up and test sales campaigns.

Step Description Task Name Where to Get More Details

1

Create the sales campaign template in a separate HTML editor and then upload the file into the template. You must host the images in your template in a publicly-accessible Web server and reference them using absolute paths in your HTML. You can use the built-in rich text editor for minor edits and to insert the merge fields, tracked links, and response forms.

Manage Marketing Treatment Templates

See the topics: Create a Sales Campaign Template and Template Editing Options

2

Specify the default sales campaign template salespeople see when they create a sales campaign. Salespeople can browse and select additional sales campaign templates.

Manage Marketing Profile Options

See the topic: Specify the Default Sales Campaign Template

3

Test the template by creating a sales campaign and setting yourself up as a contact. Review the e-mail and respond by clicking the links. Review the results.

Navigate to the Sales Campaign work area and create the sales campaign.

See the topic: Test Sales Campaign Setup

Create a Sales Campaign Template

You can create sales campaign templates either from scratch or by copying one of the predefined templates provided by Oracle.

  1. Open the task Manage Marketing Treatment Templates from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Sales Campaigns

    • Task: Manage Marketing Treatment Templates

  2. If you want to use an existing template as your starting point, then do the following:

    1. Select the template and click Duplicate (the document icon).

      The application copies the template.

    2. Select the template copy and click Edit.

  3. To create a template from scratch instead, click Create.

  4. In the Name field enter the template name salespeople see while creating a sales campaign.

  5. You can upload an HTML file to serve as the basis of your email body using the Upload File field. Uploading a file replaces the current template content.

    Any images must be hosted on a public server and include their absolute URLs in the src tags. The HTML you upload must contain only the body of the HTML document. You omit the header information.

    The rich text editor provided in the UI is not an HTML editor, so you're better off creating your template outside the application. For example, you can't use the rich text editor to insert images. You must insert image URLs in the HTML directly.

  6. Edit the email body.

    Here are some of the editing options available on the page. The callout numbers refer to the screenshot showing their location.

    Callout Number Editing Option

    1

    Click Source Code Editing Mode to edit the raw HTML. You can use the raw HTML view for pasting in HTML that you have prepared in another editor. The raw HTML is displayed in one block.

    2

    Use the rich text editor toolbar for editing text, for inserting URLs that are automatically tracked by the application when contacts click on them, and for other minor changes. URLs for images in the template must be inserted into the HTML itself.

    3

    Use the first row of buttons, the Element buttons, to insert merge fields and links. Email recipients can click the links to request more information, request a follow-up call, or forward the information to friends.

    4

    Use the second row of buttons, the Rule buttons, to insert content which appears in the email only when the conditions you specify are met. For example, you can insert different blocks of text for emails to different cities.

    Section of the Edit Treatment Template page showing
the different editing options described in the text. Each editing
option is highlighted with a callout and described in the previous
table.
  7. Click Save and Close.

Template Editing Options

Insert Links for a Call Back, for More Information, and for Forwarding to Others

You can insert three predefined links that email recipients can click to indicate that they want a callback, receive more information, or have the email sent to others. The application automatically tracks the responses and can create follow-up tasks or send email reminders.

Request Call Back and Request More Information

When an email recipient clicks the Request Call Back or the Request More Information links, the browser displays a simple message: Thank you for your interest. Your request has been received and you will be contacted shortly. At present, the contents of the message can't be changed.

Forward to Friend

Clicking the Forward to Friend link displays a browser window where the contact can enter the names and email addresses of up to four recipients and an optional message. The application sends the sales campaign email to the recipients. The forwarding message is displayed wherever the template designer inserted the ${Standard.ForwarderMessage} merge field.

Here's a screenshot of the Forward to a Friend window. The window includes a text field for entering a personal message, and fields to enter the names and email addresses of four friends.

Screen capture of the Forward to Friend window.
It includes the Enter a Personal Message (optional) text field. Under
the Enter Your Friends' Names and Corresponding Email Addresses heading
are four sets of fields. Each set is composed of First Name, Last
Name, and Email Address.

If the new recipients respond, they're automatically created as contacts in the application.

Add the Predefined Response Links to the Template

Here's how to insert one or more of the predefined response links:

  1. While editing the template in the rich text mode, place your cursor at the location where you want the link to appear.

  2. Click the Element combo box and select Response Forms from the list.

  3. Click the adjacent Element combo box and select one of the valid three options:

    • Forward to Friend

    • Request Call Back

    • Request More Information

  4. Click Insert on the same row.

    The application displays the link.

  5. If you inserted Forward to Friend, then you must also insert the merge field that displays the forwarding message:

    1. Place your cursor at the location in the template where you want the forwarding message to appear.

    2. Click the Element combo box and select Merge Fields from the list.

    3. Click the adjacent combo box and select Standard.

    4. Click the third combo box and select Forwarder Message.

    5. Click Insert on the same row.

      The application displays the merge field ${Standard.ForwarderMessage} in the template.

Insert Personalized Text and Other Merge Fields

You can insert merge fields to display contact and sales campaign attributes and to enable the manual entry of personalized text to each recipient.

  1. While editing the template in the rich text mode, place your cursor at the location where you want the merge field to appear.

  2. Click the Element combo box and select Merge Fields from the list.

  3. Click the adjacent combo box and select the merge field category:

    • Contact

    • Campaign

    • Standard

      The standard category includes two merge fields:

      • Personalized Text

        This merge field permits the entry of personalized text for recipients,

      • Forwarder Message

        This merge field displays the message entered by a contact after they click the Forward to Friend link.

  4. Click the next combo box and select the merge field.

  5. Click Insert on the same row.

    The application inserts the merge field in the text.

Insert URLs Into Sales Campaign Templates

The application can automatically track clicks on the URLs you insert into sales campaign templates. All you have to do is enter a link function in the rich text editor or insert a URL in the HTML directly.

Here's how to tag a URL you're inserting into the HTML directly:

<a href="http://oracle.com">Oracle</a>

Conditional content lets you present information that's specific to individual email recipients without having to create multiple messages. There are two ways to generate conditional content within a sales campaign template:

  • Block statement personalization

  • If-Then-Else personalization

Conditional content and merge fields are available in both HTML and Text format emails.

Insert Text Using Block Statement Personalization

Blocks determine whether to insert a block of text or HTML into an outgoing email by comparing one string to another:

  • If the two strings are identical, the block is inserted.

  • If the two strings aren't identical, the block isn't inserted.

    Note: The string comparison is case-sensitive.

Here are the components of the block personalization element.

Personalization Component Description
$(DefineBlock "MatchString")

Starts a block of text or HTML that's inserted in place of an Insert Block component when MatchString is identical to the MatchString of the Insert Block component.

$(EndBlock)

Ends a block of text or HTML that was started with the Define Block component.

$(InsertBlock "MatchString")

A block of text or HTML is inserted at the location of this component when MatchString is identical to the MatchString of a Define Block component.

Let's look at an example of a block personalization element:


You live in $(InsertBlock "${Account Country}").
$(DefineBlock "USA") <B>the United States.</B>
$(EndBlock)
$(DefineBlock "India") <B>India</B>
$(EndBlock)

If you enter USA in the Country field of the Account record, then this displays:

You live in the United States.
 

If a given recipient has no associated value for a block variable listed in the InsertBlock MatchString component, then nothing is inserted into the message for that block.

Insert Text Using a Block Statement

Here's how to insert a block statement:

  1. Display the email template in the HTML editor.

  2. Place the cursor in the location where you want the insert the block.

  3. Create the Insert Block statement as follows:

    • In the editor toolbar, select Insert Block from the rule conditions drop-down list.

    • In the next drop-down list, select the record the field comes from: Contact, Account, or Campaign.

    • In the next drop-down list, select the field in the record.

    • Click Insert.

  4. Here's how to create a Define Block component:

    • In the drop-down list immediately within the email tag, select Create Block.

      A $(DefineBlock "") and $(EndBlock) statement appear in the text.

    • Type a field value within the quotation marks of the $(DefineBlock "") statement.

      This is the value that drives the content displayed in the block.

    • Type the text that you want to insert into the email between the $(DefineBlock "") and $(EndBlock) tags.

  5. Repeat Step 4 until you have added all the Define Block components that you need.

Insert or Remove Text Using If-Then-Else Personalization

You can insert or remove text in your email depending on the value of a merge field by using If-Then-Else personalization. The merge field is defined if it contains a value, or, for numeric merge fields, if the value isn't 0 (zero).

  • If the merge field is defined, the text remains in the outgoing email.

  • If the merge field isn't defined, the text is removed from the outgoing email.

Here are the components of the If-Then-Else personalization element.

Personalization Component Description
$(if {Record.FieldName})

Use the If component to start an If-Then-Else personalization element. It determines whether the merge field named [FieldName] has a value. If there's a value for [FieldName, the text between this If-Then-Else component and the next If-Then-Else component isn't removed from the email.

$(elseif {Record.FieldName})

Ends a block of text or HTML that was started with the Define Block component.

$(else)

Use the Else component after a $(if) or $(elseif) component. If the preceding $(if) or $(elseif) component removes the preceding block of text or HTML from the email, the $(else) component's block of text or HTML is included in the email. If the preceding$(if) or $(elseif) component doesn't remove its block of text or HTML, the $(else) component's block of text or HTML isn't included in the email.

$(endif)

The End-If component closes the If-Then-Else personalization element.

Here's an example of an If-Then-Else personalization element:


$(if ${Contact.First Name})
Dear ${Contact.First Name}${Contact.Last Name},
$(else)
Dear Mr. or Ms. ${Contact.Last Name},
$(endif)
  • If the Contact.First Name field is defined, the email begins with "Dear First Name Last Name".

  • If the Contact.First Name field isn't defined, the email begins with "Dear Mr. or Ms. Last Name".

You can use If-Then-Else statements similarly to block statements, by including operators such as Equal to, Starts with, or Contains. You can select these operators from a drop-down list when you generate If or If-Else statements. Unlike blocks, this permits you to insert conditional content where the variable is true or not true.

For example, to modify the email with a condition for accounts in the state of California, you use the following statement:

$(if ${Account.Bill to State} == "CA") Join us all month long for special events and workshops held in each of our California locations.

$(else) Join us all month long for weekly online workshops and special offers at www.mycompany.com/events.$(endif)

You can also nest If-Then-Else statements, placing one within another.

Note: The components of personalization elements must be placed in the correct locations in the text. Any incorrect placement causes an error.

Insert an If-Then-Else Personalization Statement

Here's how to insert an If-Then-Else statement:

  1. Display the email template in the HTML editor.

  2. Place the cursor in the location where you want the If-Then-Else statement.

  3. Create the If or ElseIf statement as follows:

    • In the editor Toolbar, from the drop-down list, select either If or ElseIf.

    • In the next drop-down list, select the record the field comes from: Contact, Account, or Campaign.

    • In the next drop-down list, select the field in the record.

    • In the next drop-down list, select the operator.

    • In the next text box, enter the value that the field is compared with.

    • Click Insert.

  4. Following the If or ElseIf statement, enter the text that appears if the condition in the statement is satisfied.

  5. At the end of the entire If-Then-Else statement, enter $(endif).

Specify the Default Sales Campaign Template

Use this procedure to specify the default sales campaign template. Salespeople can select any of the other active templates when creating sales campaigns.

  1. Open the task Manage Marketing Profile Options from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Sales Campaigns

    • Show: All Tasks

    • Task: Manage Marketing Profile Options

  2. On the Manage Marketing Profile Options page, enter Allow Treatment Template in the Profile Display Name field.

  3. Click Search.

  4. Select the profile in the search results and select the default template from the Profile Value list.

  5. Click Save and Close.

Test Sales Campaign Setup

Here's how you can test your template and the rest of your sales campaign setup.

  1. Create a sales campaign using your template and create yourself or others in the implementation team as contacts.

  2. Review the email sent by the campaign and respond by clicking one or more of the response links. Your email client must allow remote content if you want the sales campaign register that you opened the email. You can allow remote content in messages either message by message or through a global setting. The remote client setting doesn't affect the recording of the other responses in the body of the email.

  3. Navigate back to the Sales Campaign work area and review the responses. You can review any tasks that were automatically generated by navigating to the Activities work area.

Create a Test Sales Campaign

  1. Sign in using a test account you created for a sales manager or a salesperson.

  2. Navigate to the Sales Campaigns work area.

  3. Click Create Campaign.

  4. Because this is a test, you must first create yourself or other members of the implementation team as contacts at one of the accounts:

    1. On the Create Sales Campaign: Select Contacts page, click Add Contacts.

      The Add: Contacts page appears.

      On the Add Contacts page, you can select contacts from previous campaigns, search for contacts by name, or create contacts.

      If you search for existing contacts by name, consider selecting a broad record set from the Record Set list.

      The following figure shows a partial screen capture of the Add: Contacts page. Callout 1 shows the location of the Record Set field where you select an operator and the record set. Callout 2 points to the location of the Create Contact button.

      Add Contacts page highlighting the Record Set field
and the Create Contact button.
    2. Click Create Contact.

    3. In the Create Contact page, enter the test contact name and email address.

    4. Optionally, select an account.

    5. If your template includes merge fields from the contact address, then you must enter the address or select the Use Account Address option.

    6. Click Save and Close.

      The Add: Contact page now shows the contact you created.

  5. Click the Select option.

  6. Click Apply to add the contact to the sales campaign and continue adding other contacts, or, if you're done, click OK.

    You're returned to the Create Sales Campaign: Select Contacts page which now lists the contacts you selected.

  7. Click the right arrow or the Design email link.

    The Create Sales Campaign: Design email page appears showing the campaign template you selected as the default.

  8. The From field displays the sender's email address. You can edit the address to show the recipient name, for example: George White <george.white@oracleleads.com>.

  9. In the Subject field, enter the email subject the recipients see.

  10. You can modify the email body text using the rich text editor. This table lists some additional actions.

    What You Can Do How to Do It

    Select a different template.

    Click Actions, select Change Template and scroll through the thumbnails of the available templates.

    Insert contact merge fields.

    Click Insert Elements and select Merge Fields from the Show list.

    Add the Personalized Text or Forwarded Message merge fields.

    The Personalized Text merge field lets you enter personal text for each recipient. The Forwarder Text merge field displays any text the email recipient enters after clicking the Forward to Friend link.

    Click Insert Elements and select Merge Fields from the Show list.

    Add additional response forms. The links recipients can click to request a call-back, request more information, or have the email sent to others.

    Click Insert Elements and select Response Forms from the Show list.

  11. If the email body includes the Personalized Text merge field, ${Standard.PersonalizedText}, then you can enter personalized text to any of the recipients as follows:

    1. Click Actions and select Personalize Message.

      The Personalize Message window appears.

    2. Click Personalize for a recipient.

    3. Enter the text in the Personalize Message window.

    4. Click OK.

    5. Click Done after you enter all of the personal messages.

      The text appears in the email wherever you inserted the ${Standard.PersonalizedText} merge field.

  12. Click the right arrow or select Wrap Up link to display the Create Sales Campaign: Wrap Up page.

  13. In the Name field, enter the campaign name. This name identifies the campaign in the list of campaigns and in follow-up actions, emails, and leads.

  14. If you inserted one of the response forms or if the template includes a URL, then in the My Follow-Up Actions region, select either Create Call Back Task or Receive email Notification.

  15. In the Launch Date region, you can leave the Immediately option selected.

  16. Click Submit.

    The application returns you to the Sales Campaign work area page where you can search for campaign or view campaign lists.

  17. You can see if the campaign has completed by selecting the My Completed Campaigns list.

Review Responses

  1. While still signed in as the campaign creator, display the My Completed Campaigns list and click the campaign name link.

    The campaign doesn't appear on this list until after the emails are sent. To view the current status of the campaign in progress, search for the campaign by name.

    The Sales Campaign Summary page shows the responses for the campaign, including the number of contacts and the names of those who opened the email. The Opened email statistics counts only those contacts who allowed remote content when they opened the email.

    Campaign Responses Summary page showing the statistics
for a sample template test campaign. The image shows the number of
customer responses and requests for more information as 100 percent
with one contact targeted. The Contacts: Opened email column lists
the name of the contact.
  2. Click the individual statistics in the Customer Responses column to display more details and the individual contact names.

  3. Click the Responses tab to review the details of all the responses.

    The tab shows the names of the responders, their accounts, the type of response (such as a call-back request), the response dates, and email review statuses.

    If you included the Forward to Friend response form in your sales campaign, and the email was sent to additional individuals who responded, then these individuals are created as standalone contacts.

  4. From the Responses tab, you can convert the responses to sales leads by selecting the response and clicking Convert to New Lead. The converted leads are displayed in the Leads tab.

  5. If you specified that you wanted a task to be created based on a response, then do the following:

    1. Navigate to the Activities work area.

    2. Click the My Tasks tab.

      The tab lists the tasks created from the campaign. These task subjects are: Sales Campaign Response Generated Task.

    3. Click the Sales Campaign Response Generated Task link to view the task details.

      All of the tasks are the same unless you added your own fields to the task page to display the campaign name.