32Sales 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.

Email Sales Campaigns

Sales managers and salespeople use sales campaigns to promote a specific product or event to specific customers in a personalized email campaign. These campaigns can contain links that recipients can respond to, and their responses can be tracked. You can set up language-specific versions of templates, headers, and footers, to use in international campaigns. This topic outlines the steps that you perform to set up a sales campaign.

Switch to ESS Job for E-Mail Sending

The MKT_ESS_EMAIL (Switch to ESS Job for E-Mail Sending) profile option enables the delivery of emails by switching domains from the Envelope Sender Domain (ESD) to the user messaging service from Oracle. This MKT_ESS_EMAIL profile option isn't enabled by default. Set the value to Yes to use the standard fulfillment scheduled process to deliver emails for your sales campaigns.

Here's how to set the MKT_ESS_EMAIL profile option value to Yes.

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. From the search region of the Manage Administrator Profile Values page, enter the profile option code name MKT_ESS_EMAIL in the Profile Option Code field.

  3. Click Search.

  4. In the list that's returned, click the profile option code link.

  5. Select Yes in the Profile Value field.

  6. Click Save and Close.

Validate the Email Server

The email server provides:

  • The email sending daemon that delivers email

  • The bounce-handling daemon that tracks emails that can't be delivered

  • The click-through daemon that tracks email recipient responses

Here's how to validate the email server:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Campaigns

    • Task: Manage Marketing Supplier Details and Distribution Profiles

  2. In the Oracle Fusion Email and Web Marketing: Distribution Profiles area, select the E-Mail Profile.

  3. Verify the following server details for the selected ESD email delivery channel:

    • CTD protocol

    • CTD host, such as [your environment].oraclecloud.com

    • CTD port, such as 443

    • BHD host, such as [your environment].oraclecloud.com

      For external email domains, use this BHD host format: workflow.mail.[dc].oraclecloud.com where [dc] = data center of the host. You can get the data center value from your environment information or from your environment support team.

  4. Click Cancel or click Save and Close if you made changes.

Set Up Headers and Footers

You create header and footer content for email messages delivered as part of your email sales campaign. The email header and footer can be assigned to a specific organization unit and language. It can be in HTML or text format and can be marked for restricted viewing.

Here's how to create header and footer content:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Campaigns

    • Task: Manage Marketing E-Mail Headers and Footers

  2. On the page, select Create from the Actions list.

  3. Enter the following information on the Create E-Mail Header or Footer page:

    1. Select the All check box for Organization.

    2. Name Enter a descriptive name.

    3. Language Select American English or whatever language that you want.

    4. Select the Primary check box.

    5. Select Header in the Type field.

    6. In the HTML or Plain Text subtab, set up your header.

    7. Edit records in the table to ensure the header content is present.

    8. Click Save and Close.

  4. Repeat the steps 2 and 3 to create a footer. Be sure to select Footer for Type.

Set Up the Marketing Template

Use treatment templates to help you quickly create:

  • Treatments

  • Channel specific marketing promotions

  • Marketing messages

  • Fulfillment instructions to assign to campaigns

Here's how to create a treatment template:

  1. Select the Manage Marketing Treatment Templates task.

  2. In the Manage Marketing Treatment Templates page, click the Create icon.

  3. On the Create Treatment Template page, enter the required information.

  4. Select the Active check box.

  5. Either upload your HTML template as a file, or paste it in the work area.

  6. Click Save and Close.

You can personalize your sales campaign by adding components such as images, merge fields and response forms.

To create the content of your sales campaign, you can add any combination of these components:

  • Images

  • Merge fields

  • Response forms

  • Standard and other URLs

  • Conditional content

Images

Add graphic images to your email. You can provide a link to an image already on a server, or select a local file and upload it to the server. Specify the size and placement of the image. You can add a URL of a publicly hosted image using the img src tag.

Merge Fields

Personalize your email message body by adding placeholders from a list of merge fields, such as the recipient's first name. Merge fields are standard sets of attributes pertaining to an individual contact. You can insert them into your email content. When you launch the campaign, merge fields are dynamically populated directly from the database. With sales campaigns you can also compose a personalized text message for each recipient.

Response Forms

Insert response forms as active links in your email campaign content. When a contact clicks one of the links, a specific response is automatically generated. All such responses are gathered and monitored, to track contacts' actions. Available response forms for sales campaigns are:

Standard URLs

You can add any of the following types of URL:

  • Standard URLs are predefined and commonly used across the enterprise.

  • A URL can be created when you define your email content.

By default, all standard URLs are tracked automatically. You can optionally enable tracking for other URLs, or disable tracking for standard URLs. With tracking enabled, every time a contact clicks a link in a campaign email, the click is recorded as a specific response, together with details pertaining to the URL.

Conditional Content

Conditional content is inserted or omitted based on the results of a rule. There are two elements that you can use to generate conditional content within an email:

  • If-Then-Else cases are used to determine if a block of text or HTML is removed from an outgoing email, by verifying if a merge field value is defined. The merge field is defined if it isn't an empty string or, for numeric merge fields, if it isn't a value of 0 (zero). If the merge field is defined, the block of text or HTML remains in the outgoing email. If the merge field isn't defined, the block of text or HTML is removed from the outgoing email.

  • Named Blocks are used to decide 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.

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).

Marketing Treatments, Suppliers, and URLs

You can create or update marketing treatments by navigating to the Treatments work area and treatment templates by navigating to Setup and Maintenance and selecting the Manage Marketing Treatment Templates task, or by importing data through interface tables. To import treatments and treatment templates, you use the tool of your preference to load the data then use scheduled processes to import the data. Having a good understanding of the application objects, interface tables, and destination tables will help you prepare your import data.

Consider the following when importing treatments:

  • Import interface tables, destination tables, and application entities

  • Scheduled processes

Import Interface Tables, Destination Tables, and Application Entities

The treatment and treatment templates consists of many entities that form the treatment. Each entity is tied to an interface table.

For information about available import attributes, see these guides available on the Oracle Help Center:

  • Understanding File-Based Data Import and Export for CX Sales and B2B Service guide

  • File-Based Data Import for CX Sales and B2B Service guide

The following table lists the interface tables, destination tables, and resulting application entities:

Interface Tables Destination Tables Application Entities

MKT_IMP_TREATMENTS

MKT_TM_TREATMENTS

Marketing Treatment and Treatment Template

MKT_IMP_TRMT_ITEM_ASSOC

MKT_TM_TRMT_ITEM_ASSOC

Treatment and Treatment Template Product and Product Group

MKT_IMP_TRMT_PROM_ASSOC

MKT_TM_TRMT_PROM_ASSOC

Treatment Promotion

MKT_IMP_TRMT_URLS_ASSOC

MKT_TM_TRMT_URLS_ASSOC

Treatment and Treatment Template Marketing URL

To obtain the unique IDs of existing application data, use the Define Data Export Setup and Maintenance task list.

You can import user-defined attributes in the same process as your treatment object. Design your object model modifications in Application Composer and generate the required artifacts to register your changes and make them available for importing before you populate the corresponding modified columns in the interface tables.

Scheduled Processes

Navigate to Scheduled Processes to schedule the import of data from the interface tables to the destination tables.

The following table displays the process you can schedule to import treatments and treatment templates:

Process Name Process Display Name

BulkTreatmentsJob

Import Marketing Treatments

You can create or update marketing suppliers by navigating to Setup and Maintenance and selecting the Manage Marketing Supplier Details and Distribution Profiles task or by importing data through interface tables. To import suppliers, you use the tool of your preference to load the data then use scheduled processes to import the data. Having a good understanding of the application object, interface tables, and destination tables will help you prepare your import data.

Consider the following when importing marketing suppliers:

  • Import interface tables, destination tables, and application entities

  • Scheduled processes

Import Interface Tables, Destination Tables, and Application Entities

The marketing supplier consists of many entities that form the supplier. Each entity is tied to an interface table.

For information about available import attributes, see these guides available on Oracle Help Center:

  • Understanding File-Based Data Import and Export for CX Sales and B2B Service guide

  • File-Based Data Import for CX Sales and B2B Service guide

The following table lists the interface tables, destination tables, and resulting application entities:

Interface Tables Destination Tables Application Entities

MKT_IMP_VENDORS

MKT_TM_VENDORS

Marketing Supplier

MKT_IMP_VENDOR_PROFILES

MKT_TM_DLV_PROFILE

MKT_TM_DLV_PRF_PARAMS

Distribution Profile and Delivery Channel Parameters

To obtain the unique IDs of existing application data, use the Define Data Export Setup and Maintenance task list.

Scheduled Processes

Navigate to Scheduled Processes to schedule the import of data from the interface tables to the destination tables.

The following table displays the process you can schedule to import marketing suppliers:

Process Name Process Display Name

BulkVendorJob

Import Marketing Suppliers

When creating marketing content, you can insert various types of URLs. Standard URLs are one type that you predefine and that can be used across many sales campaigns. Additional URLs are common response forms predefined by Oracle and ad hoc URLs that can be defined while creating content, if a predefined URL doesn't already exist. An ad hoc URL isn't reusable.

Standard URLs

Navigate to the Manage Standard URLs task in the Setup and Maintenance work area to define Standard URLs that can be easily selected when creating marketing content.

Enable tracking if you want to track email recipient clicks. If enabled, every time a contact clicks a link in a campaign email, the click is recorded as a response, together with details pertaining to the URL.

Managing URL Categories

The Marketing URL Category lookup provides the choices for Standard URL categories. Your application administrator can add categories by navigating to the Manage Marketing Standard Lookups task in the Setup and Maintenance work area.

Marketing Content

To include a predefined standard URL in your marketing content, select the Element toolbar button from the Edit Treatment Template page and then select Standard URL. This feature is available for content created or edited in Treatments, Treatment Templates, and Sales Campaigns.

Import Marketing Standard URLs

You can create or update marketing standard URLs by navigating to the Setup and Maintenance work area and selecting the Manage Marketing Standard URLs task or by importing data through interface tables. To import marketing standard URLs, you use the tool of your preference to load the data then use scheduled processes to import the data. Having a good understanding of the application object, interface table, and destination table will help you prepare your import data.

Consider the following when importing marketing standard URLs:

  • Import interface table, destination table, and application object

  • Scheduled processes

Import Interface Table, Destination Table, and Application Object

Importing marketing standard URLs involves one interface table and one destination table.

For information about available import attributes, see the File-Based Data Import for CX Sales and B2B Service guide available on the Oracle Help Center (docs.oracle.com).

The following table lists the interface table, destination table, and resulting application object:

Interface Tables Destination Tables Application Object

MKT_IMP_URLS

MKT_TM_URLS

Marketing Standard URLs

To obtain the unique IDs of existing application data, use the Define Data Export Setup and Maintenance task list.

Scheduled Processes

Navigate to Scheduled Processes to schedule the import of data from the interface tables to the destination tables.

The following table displays the process you can schedule to import marketing standard URLs:

Process Name Process Display Name

BulkURLsJob

Import Marketing Standard URLs

Profile options are configurable options that affect application operations. Values defined at the user level take precedence over those at the site level. If a value isn't defined at the user level, the site level value is used.

The effects of setting each of the sales campaign profile options are described under the following broad sections:

  • Design Sales Campaigns

  • Manage Responses

  • Define Data Import and Data Migration

Design Sales Campaigns

This table lists the profile options and the effect of setting each on the design of sales campaigns.

Profile Option Display Name Default Value Effect

Switch to ESS Job for E-Mail Sending (MKT_ESS_EMAIL)

N

Enables the delivery of emails by switching domains from the Envelope Sender Domain (ESD) to the user messaging service from Oracle. This MKT_ESS_EMAIL profile option isn't enabled by default. Set the value to Y to use the standard fulfillment scheduled process to deliver emails for your sales campaigns.

Sales Campaign Maximum Contacts (MKT_SALES_CAMPAIGN_MAX_CONTACTS)

None

Specify the maximum number of contacts that sales users can target in a sales campaign launch.

Allow Treatment Template (MKT_DEFAULT_TREATMENT_TEMPLATE)

None

Specify a default treatment template.

E-mail Treatment Distribution Profile Default (MKT_DEFAULT_EMAIL_DELIVERY_PROFILE)

None

Select the fulfillment supplier's distribution profile used as the default value when creating e-mail treatments.

E-mail Treatment Supplier Default (MKT_DEFAULT_EMAIL_TREATMENT_VENDOR)

None

Select the fulfillment supplier used as the default value when creating e-mail treatments.

Read Receipt Response Form Default (MKT_DEFAULT_MESSAGE_RECEIPT)

Y

Enable the automatic use of read receipt tracking to HTML e-mail treatment content. This profile option can be updated at the user level.

SMS Treatment Distribution Profile Default (MKT_DEFAULT_SMS_TREATMENT_VENDOR)

None

Select the fulfillment supplier's distribution profile used as the default value when creating short message service treatments.

SMS Treatment Supplier Default (MKT_DEFAULT_SMS_TREATMENT_VENDOR)

None

Select the fulfillment supplier used as the default value when creating short message service treatments.

Treatment Content Directory (MKT_DEFAULT_TEMPLATE_FOLDER_SETUP)

None

Specify the folder path in Oracle WebCenter Content to store marketing treatment content.

Treatment Template Directory (MKT_DEFAULT_TEMPLATE_FILE_NAME)

None

Specify the folder path in Oracle WebCenter Content to store marketing treatment templates.

Treatment Template Name Prefix (MKT_DEFAULT_TEMPLATE_FILE_NAME)

None

Specify a default prefix for treatment template names. This profile option can be updated at the user level.

Manage Responses

This table lists the profile options and outlines the effect of setting each on the management of marketing responses.

Profile Option Display Name Default Value Effect

Response to Lead Mapping (MKT_RESPONSE_TO_LEAD_MAPPING_NAME)

Copy Response To Lead Map

Specify the mapping file name created in Application Composer, Copy Maps. This file is used to map objects and attributes when a Response is converted to a Lead.

Response to Opportunity Mapping (MKT_RESPONSE_TO_OPTY_MAPPING_NAME)

Copy Response To Opportunity Map

Specify the mapping file name created in Application Composer, Copy Maps. This file is used to map objects and attributes when a Response is converted to an Opportunity.

Define Data Import and Data Migration

This table lists the profile options and outlines the effect of setting each for marketing data migration and for defining data import.

Profile Option Display Name Default value Effect

Marketing Migration Look Back Period (ZMG_MKTG_LOOKBACK_PERIOD)

30

Specify a number of days to precede the migration date, so that all marketing records modified before the specified number of days are migrated prior to the downtime period.

Migrate Siebel Marketing Prospect Data (ZMG_MKT_PROSPECT_DATA_OPTION)

Y

Specify the way in which marketing prospect data is migrated.

WebCenter Content Applet Enabled (MKT_IMP_ENABLE_UCM_APPLET)

N

Enable Oracle WebCenter Content applet to browse and load large files when creating file import processing activities.

Overview of Campaign Management and Reporting

You can store marketing related data, such as campaigns and campaign members created and updated in Oracle Marketing Cloud, in your sales application. Campaign management and reporting is greatly improved by having campaign related data maintained and synchronized between Oracle Marketing Cloud and Oracle CX Sales.

You can view meaningful information about marketing campaigns and campaign members from the Campaigns user interface. The Campaigns UI provides visibility into the campaign effectiveness to support the sales processes. For example, you can view the campaigns and campaign members associated with a given lead and contact to gain key insights for closing a sale.

In addition, your administrator can also display a campaigns subtab and an Add to Campaign button on the Leads and Contacts user interface pages from where you can view data about the marketing campaigns and add the associated leads and contacts to the campaign. Add contacts or leads to marketing campaigns from these locations within your sales application:

  • Campaigns subtab on the Edit Contact page

  • Campaigns subtab on the Edit Lead page

  • Campaign Members subtab on the View Campaign page

  • Contact and Lead saved search pages in Workspace

Use the campaign summary data to view associated leads, contacts, opportunities, and revenue amounts. The total number responding to a campaign represents the total count of campaign members who have responded to a marketing campaign. Campaign members include either leads or contacts that were sent or responded to a marketing campaign and have a status of Responded or Sent. Note that the response is only counted once even when a campaign member has responded multiple times to the same campaign.