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As some of you know there were privacy reforms that were released a few weeks ago by the European Union (EU).  The European Commission is proposing a comprehensive reform of the EU’s 1995 data protection rules to strengthen online privacy rights and boost Europe’s digital economy. Last week I spent the day at the United States Institute of Peace in Washington D.C attending the EU Conference on Privacy and Protection of Personal Data. This was the second event in the past two years allowing global stakeholders like legislators and business to sit down and talk face to face about technological progress and globalisation have profoundly changed the way data is collected, accessed and used.

What makes this of interest for US based stakeholders is that the 27 EU Member States have implemented the 1995 rules differently, resulting in divergences in enforcement. The proposal reforms will do away with the current fragmentation and costly administrative burdens, leading to savings for businesses of around €2.3 billion a year. The initiative will help reinforce consumer confidence in online services, providing a much needed boost to growth, jobs and innovation in Europe.

Attitudes towards data protection

  • Just over a quarter of social network users (26%) and even fewer online shoppers (18%) feel in complete control of their personal data.
  • 74% of Europeans see disclosing personal information as an increasing part of modern life.
  • 43% of Internet users say they have been asked for more personal information than necessary.
  • Only one-third of Europeans are aware of the existence of a national public authority responsible for data protection
  • 90% of Europeans want the same data protection rights across the EU.


The Commission’s proposals update and modernise the principles enshrined in the 1995 Data Protection Directive to guarantee the right of personal data protection in the future. They focus on: reinforcing individuals’ rights; strengthening the EU internal market; ensuring a high level of data protection in all areas, including police and criminal justice cooperation; ensuring proper enforcement of the rules; and setting global data-protection standards.With all this going on, we thought we might answer some additional questions for you so you can better understand how we are seeing this and reacting to it.What are the key changes in these reforms?

  • A ‘right to be forgotten’ will help people better manage data-protection risks online. When they no longer want their data to be processed and there are no legitimate grounds for retaining it, the data will be deleted.
  • Whenever consent is required for data processing, it will have to be given explicitly, rather than be assumed.
  • Easier access to one’s own data and the right of data portability, i.e. easier transfer of personal data from one service provider to another.
  • Companies and organisations will have to notify serious data breaches without undue delay, where feasible within 24 hours.
  • A single set of rules on data protection, valid across the EU.
  • Companies will only have to deal with a single national data protection authority – in the EU country where they have their main establishment.
  • Individuals will have the right to refer all cases to their home national data protection authority, even when their personal data is processed outside their home country.
  • EU rules will apply to companies not established in the EU, if they offer goods or services in the EU or monitor the online behaviour of citizens.
  • Increased responsibility and accountability for those processing personal data.
  • Unnecessary administrative burdens such as notification requirements for companies processing personal data will be removed.
  • National data protection authorities will be strengthened so they can better enforce the EU rules at home.


Q: How will the data protection reform affect social networks?

A: Social networks provide a useful tool for staying in touch with friends, family and colleagues, but they also present a risk that your personal information, photos and comments might be viewed more widely than you realise. In some cases, this can have financial, reputational and psychological consequences. The Commission is proposing a strengthened right to be forgotten so that if you no longer want your personal data to be processed, and there is no legitimate reason for an organisation to keep it, it must be removed from their system. Data controllers must prove that they need to keep the data rather than you having to prove that collecting your data is not necessary. Providers must take account of the principle of ‘privacy by default’, which means that the default settings should be those that provide the most privacy. Companies will be obliged to inform you as clearly, understandably and transparently as possible about how your personal data will be used, so that you are in the best position to decide what data you share.

Q: How do the current data protection rules hold back the single market?

A: As we said before, today’s data protection rules are divergent and inconsistent across the EU’s 27 member countries. Companies may have to deal with 27 different sets of data protection rules within the EU. The result is a fragmented legal environment with legal uncertainty and unequal protection for individuals. This has also caused unnecessary costs and a significant administrative burden for businesses. This complex situation is a disincentive for businesses – particularly small and medium-sized companies (SMEs) – to expand their operations across the EU and represents an obstacle to economic growth. The Commission is proposing new rules to remove barriers to the internal market which exist because of the divergent legal approaches of the 27 EU countries. This will create a ‘level playing field’ on data processing within the EU. The Commission will achieve substantial harmonisation of data protection rules at EU level, creating one single law applicable across the EU.

Q: How will the EU’s data protection reform make international cooperation easier?

A: Personal data is increasingly being transferred across borders – both virtual and geographical – and stored on servers in multiple countries both within and outside the EU. That is the nature of cloud computing. The globalised nature of data flows calls for a strengthening of the individual’s data-protection rights internationally. This requires strong principles for protecting individuals’ data, aimed at easing the flow of personal data across borders while still ensuring a high and consistent level of protection without loopholes or unnecessary complexity. To respond to these challenges, the Commission is proposing a system which will ensure a level of protection for data transferred out of the EU similar to that within the EU. This will include clear rules defining when EU law is applicable to companies or organisations established outside the EU, in particular by clarifying that whenever the organisation’s activities are related to the offering of goods or services to EU individuals, or to the monitoring of their behaviour, EU rules will apply.

Moving Forward

There remains quite a lot of work to do before these reforms take effect and it is not yet known what form the final regulations will take. Industry stakeholders including businesses, trade associations, and Data Protection Authorities around the world have already or are preparing their comments to the European Commision regarding their concerns about areas of the proposed regulation. From a US perspective, while some of the proposed regulations are welcome such as having only a single set of rules to comply with, other areas are sure to raise significant concern as hurdles that may hinder global compliance. This underscores not only the different attitudes and approaches to data protection in the US and EU, but also the need for each to continue to pursue more harmonized frameworks as the global economy grows. The Internet has no borders, and regulations must recognize this in order to foster continued growth of the internet economy on both sides of the Atlantic.

The interesting timing of this blog post is that this week the United States Federal Trade Commission (FTC), the nation’s chief privacy policy and enforcement agency for 40 years, issued their final and long awaited industry privacy report. Also, yesterday I was on the Hill meeting with Congresspersons and Senators who are tackling privacy in their committees to help them understand and shape our and customers online marketing landscapes. I will work up a blog post to address this weeks fun here in DC.

Converting Segments into Shared Lists / Contact Groups


This question always pops up… “How do I flatten a segment?”  Naturally, a flat segment would have good uses such as feeding it into a program or simplifying a bigger segment or just to make sure that the number of contacts in that group stays the same.

In any case, there seems to be no easy way to just steamroll a segment into a shared list, until now.

What you need:

  1. A segment - regardless how complicated.
  2. An empty shared list – create one in the shared library
  3. A campaign – on the canvas
  4. A program – in program builder

What to do:

  1. Use the segment in the campaign (Fig. 1)
  2. Have the campaign pass members into a program
  3. Design the program to add members into the shared list (Fig. 2)


Figure 1.

3-28-2012 8-23-51 AM.jpg


Figure 2.

3-28-2012 8-28-42 AM.jpg




MikeGarcia’s Chocolate Factory … probably not the best practices – but good enough!


Sending Form Submit Notifications based on Region


Salespeople are usually assigned Regions based on States or Countries.  How do you send email notifications to salespeople? Instinctively, you can have dozens of conditional form processing steps based on a single country or state. However if you have hundreds of Country or State values, it will be tedious.  To get around this, you can build a program, to write the Region to the contact record then submit a second form through a cloud connector and use that second form’s processing steps to send the notifications to the salespeople based on the Region of the contact.

What you’ll need.

  1. First form that collects countries or states – this faces the public
  2. Select list of countries/states per region
  3. Contact field to store the region
  4. Update rule to write the region value to the field
  5. Second form to be used in a cloud connector

What to do.

  1. Have the First Form pass the contact to a Program.
  2. In the program, use a shared filter (which uses the operator “In List” that looks into the region select list) in decision rules to route the contact.
  3. After the Decision rule, use an Update rule to write the region to a contact field.
  4. Create a Cloud Connector processing step using the Eloqua Form Submit Cloud Connector.
  5. Pass the contact fields including the region collected from the first form into the second form.
  6. Have the second form send out the notifications to the salespeople using conditional processing steps based on the contact field Region.



MikeGarcia’s Chocolate Factory … probably not the best practices – but good enough!



Does your Inside Sales complain that it takes way too long for Eloqua to create leads in the CRM system? Is there anything you can do as an Eloqua Admin responsible for maintaining the lead scoring system to reduce the lead latency? You can, if you leverage Program Builder's functionality.

It is common knowledge that the probability of converted a lead into an opportunity, and finally into a customer, depends on the speed with which the marketer reaches out to the lead. That is why lead creation in the CRM system in the shortest possible time after a prospect responds to a campaign is of paramount importance. The tips mentioned below may help you make substantial performance improvements in your lead management process.

We were able to reduce our lead latency from an average of 7 hours before implementing these changes, to an average of 3 hours after implementation.

Please note that these tips apply to the lead creation part, i.e. data standardization, lead scoring, CRM integration, of lead lifecycle management only. Please use your own judgment before applying them to lead nurturing programs.

Tip # 1: Set the appropriate Run Mode for your programs

One gets the best performance when programs are set to run in Bulk Mode. Bulk Mode programs run every two hours. Set all the programs in your lead scoring system—including those that have few steps—to run in Bulk Mode. Do not set the CRM integration program to run in Bulk Mode, for reasons specified later.

Once Eloqua processes a program, it completes execution in a few seconds, or a minute at the most. From our experience, processing of all programs in the lead scoring system collectively takes two to five minutes.

The exception to this guideline is that the CRM integration program, the one that fires external calls to the CRM system to create or update leads and sends campaign information, should be set to run in Standard Mode. This is because, after Eloqua fires an external call on the CRM system, it has to wait for the Lead ID, the unique identifier of the lead in the CRM system, to be returned and stamped on to the Eloqua Contact record. Depending on the queue of API calls in your CRM system, this could take a few seconds to a few minutes. Setting this program to run in Bulk Mode causes contacts waiting for the Lead ID to be returned by CRM to be dropped by Eloqua in the current run. These contacts stay in the step, and are processed two hours later, in the next run of Bulk Mode programs. To avoid the two-hour delay, set this program to run in Standard Mode.

Tip # 2: Set the appropriate Bulk Mode Run Order

Eloqua allows you to set the sequence in which you want to run your Bulk Mode programs. Set this sequence to match the sequence of your lead generation programs. This is very important. For example, assume that the following programs are used for lead generation, and that the last step in each program leads to the first step of the next one:

  • 000-Master Entry
  • 100-Data Standardization
  • 200-Explicit Scoring
  • 300-Implicit Scoring
  • 350-Lead Stage
  • 400-CRM Integration

If the programs mentioned above, other than 400-CRM Integration, are set to run in Bulk Mode, and the Bulk Mode Run Order is not set to this order, you will experience significant wait times between program executions.

Imagine that the Bulk Mode Run Order is set as follows:

000-Master Entry --> 100-Data Standardization --> 300-Implicit Scoring --> 200-Explicit Scoring --> 350-Lead Stage

Contacts added to 000-Master Entry will have to wait for up to two hours before they are processed. When processing of Bulk Mode programs starts, they will pass through 000-Master Entry, 100-Data Standardization, and 200-Explicit Scoring within a few minutes. However, since 300-Implicit Scoring appears before 200-Explicit Scoring in the Bulk Mode Run Order, contacts will have to wait for another two hours before they can pass through 300-Implicit Scoring and 350-Lead Stage. A better Bulk Mode Run Order would be:

000-Master Entry --> 100-Data Standardization --> 200-Explicit Scoring --> 300-Implicit Scoring --> 350-Lead Stage

To set the Bulk Mode Run Order, you have to first set the program to run in Bulk Mode. Next, click on the Program drop-down to set the Bulk Mode Run Order. BM_Run_Order.jpg

Next, set the program after which this program must run.

The contact may have to wait for up to two hours in the Master Entry program (you cannot help this), but once Eloqua starts processing the contact, it passes through all programs and reaches the CRM integration program within a few minutes.  

Tip # 3: Make the CRM integration program efficient

The CRM integration program should be set to run in Standard Mode. When a contact reaches this program, it may have to wait for up to fifteen minutes for processing to begin in the first step. Thereafter, it moves through each step in fifteen minutes.


Passthrough steps add no value, and waste fifteen minutes, hence minimize them to the extent possible. Agreed that in some situations, passthrough steps may be unavoidable.


If a number of decision rules are placed in sequence, they are all evaluated within one step (no fifteen minutes wait). Exploit this feature to the extent possible, and place as many decision rules in sequence as possible, rather than placing steps in between. Figure 1 below shows a poorly written program, because it has a number of passthrough steps. Lead is created in the fourth step. Figure 2 shows a more efficient way of writing this program by placing the decision rules in sequence, all in one step. In this case, lead is created in the second step, which saves 30 minutes!

Run Order.jpg

Figure 1: Passthrough steps add no value



Figure 2: Decision rules placed in sequence

Important: This Cloud Connector/Component will be decommissioned  after March 31st 2017. Please review the App Replacement Cheatsheet for instructions


Lead Assignment Cloud App


Please note, this app is currently in BETA, so it may be buggy!


This article will describe the Lead Assignment App, and how to use it within your instance of Eloqua.


In order to use the Lead Assignment Cloud App, you must be registered at  When creating your account on, make sure the user whose Eloqua credentials you provide is added to the “API Users” security group to ensure it has API access.  Your Eloqua administrator will have to do this for you.


What is the difference between and


Lead Assignment Cloud App Components


The Lead Assignment Cloud App consists of the following:


  • Lead Assignment Cloud Connector - The Lead Assignment Cloud Connector allows an Eloqua user to configure a set of rules that map to a salesperson.  When set up as a Cloud Connector step in Program Builder, it will take a set of contacts, run them through the rules, and write the appropriate salesperson’s name into the Salesperson field on the contact record.


ARTICLE – What is the difference between an App, a Connector, a Component and a Feeder


Installing and Configuring the Cloud App

To install the Lead Assignment Cloud Connector in Eloqua:


    • Have your Eloqua administrator go into the Cloud Connector Management area in your instance.






If you receive an error similar to this, it means the Connector had been installed previously:

If you receive a confirmation similar to this, the App connector has successfully been installed:

To configure the Lead Assignment Cloud Connector:


    • Make sure that you have an account on
    • Create a program in Program Builder, with a Cloud Connector step.



    • Click on the cloud icon to configure the step.
    • On the Edit Action screen, choose Contact Sales Lead Assignment, and click Configure.


When the Login screen appears, enter your credentials and click Log In.


On the next screen, make sure your information is correct, and click Go.


                    The Configuration tab will then display.

Do the following:

    • Enter a Description (optional)
    • Click on Build Rules



          The Rules Builder screen will then appear.

          Do the following:

        • Enter a salesperson’s name into the Salesperson field (this will be the value that writes to the Eloqua contact record if this set of rules are met.
        • Configure the rule by selecting the Contact Field, Operator, Value, and Logic.
        • The Contact Field is the field that you want to compare a value from.
        • The Operator is the type of comparison that you want to perform (Equals, Contains, Starts With, Greater Than, or Less Than).
        • The Value is the value that you would like to compare the Contact Field to.
        • Logic is either AND or OR.
        • Click Save to save your rules.

If you wish to create another rule, click the Add Rule button.  This will add a new rule to the Salesperson.

    • To delete a rule, simply click the Delete button for the appropriate rule.  Press Save.
    • If you would like to create a new Salesperson, click the Add Salesperson button.
    • Enter the new Salesperson name and press Save.


If you would like to delete a Salesperson, click the Remove button next to the Salesperson.

The Salesperson will then be removed.


When you have finished setting up your rules, click Save and then close the window.


Next, click on the Field Mappings tab.


On the Field Mappings screen, choose the Eloqua contact field for Email Address, and Salesperson.  It is recommended that you select Salesperson from the list, but if you so choose, you can select a different contact field to hold the returned Salesperson name.

      • Save your settings and close the screen.  And click on the Credentials Tab.
      • On the Credentials tab, enable the Cloud Connector by clicking the Enable button.
      • Close the configuration screen.


Congratulations, your Lead Assignment Cloud Connector is now configured.  Turn on your Program and Contacts should start having a Salesperson assigned as they flow through.



We've recently been working on a new cloud connector called FabChat for Eloqua, which integrates live chat with Eloqua.

Through the use of our FabChat for Eloqua® cloud connector all of your live chat interactions will be immediately stored within Eloqua. You can then customize your automated communications based on this interaction and make use of valuable information like: What country and region are they from? What was the duration of their live chat engagement?


You even could use the length of a chat and the page the chat took place on to influence your lead scores. Someone who chats with an agent on a very specific product announcement page and asked 5 questions for a duration of 3 minutes clearly indicates somehow an interest.

Catch our drift?



We've found that conversion rates when using a Live Chat application can increase by up to 55%, so it's definitely something you should be thinking about putting on your website.


Just check the link or drop us a mail at and we can schedule a web meeting/demo.


All the best,



Ali Siena-Oracle

KB Article Index

Posted by Ali Siena-Oracle Mar 14, 2012

Important:  The product documentation is available on our new help website.



+ Visitor Web Data Lookup (from Cookie)

+ Contact/Prospect/Company/Datacard Web Data Lookup (from Email Address)

+ Form Checkbox Prepopulation

+ Standard Text Input Prepopulation


The link below points to a Test Form.  Filling out this form and submitting will update your Contact Record.  A cookie placed in your browser will store a unique identifier that will be used the next time you visit this form.  The scripts on this page will pull your Email Address from your Visitor Record and trigger another Lookup. This next Lookup will use your Email Address to pull the values currently stored on your Eloqua Contact Record and Populate the Form Fields.  Checkboxes will also automatically be populated when the value returned is either true, 1, on, yes, y, or checked (this can be modified in the code).


The functional example can be found here: *



* The Custom HTML and Javascript in the link above are a Functional Example/Demonstration Only and are not officially supported by Eloqua.

Eloqua is not responsible for troubleshooting issues with this code.

A recent Forrester study indicated that only 8% of the email recipients surveyed agreed that the email they they receive is relevant. In the same survey, 77% of these same email recipients indicated that they want to control the type of email that they receive.

What does this mean to you as a marketer? It means that if you want email to be a successful marketing channel the days of “spray and pray” are over. You need to focus on sending relevant, personalized  communication to your opted-in database. Subscription management allows email recipients to establish a respectful and trustworthy relationship with you. This can decrease global unsubscribes, improve communication effectiveness and increase customer loyalty. The overall benefits lead to improved overall campaign results and ultimately increased revenue for the company as email should be part of your ongoing lead generation and retention efforts.

Keep these items in mind when thinking about building an email subscription / preference center:

  • Just having a global opt-out is too restrictive and may result in a higher opt-out rate
  • Email recipients want increased flexibility and control into what communications they want to receive
  • Allowing more granular subscription options to email recipients will allow you to better segment your communication resulting in higher response rates

Recommended Eloqua Education Course(s) (available in EloquaU):

  • Revenue Lifecycle: Contact Management Essentials


Related Articles:

In Eloqua's R1 release (April 2012), changes will be made to what we at Eloqua refer to as our "Strict Mode" tracking feature.  Currently, Eloqua allows clients to enable strict mode tracking which requires all web visitors to opt-into tracking before Eloqua can place a tracking cookie on their computer and thus track their activity on a client's website.  Enhancements are being made to Strict Mode tracking to provide our clients with much more flexibility.  These changes will come out in our R1 2012 release (April 2012,) and will allow our clients to be in accordance with the laws that each European Union (EU) member country must have in place by May of this year to abide by the EU privacy regulations.


Please see these two files on Topliners Eloqua Insiders for more detail on what Eloqua's new strict mode is and will enable you to do, as well as technical implementation document that outlines how to implement the new tracking scripts.  Other related (past) posts are also outlined below.


Details on Upcoming Changes Strict Mode Tracking:

- Outline of the changes coming:

- Web tracking technical implementation document:



Related posts:

Previous post on EU privacy laws:

List of countries that have implemented cookie laws:

Now for something truly awesome in the Eloqua AppCloud family – the Facebook Register Component! This nifty little widget allows prospects to use their Facebook account to pre-populate a form on your landing page, thus providing ease of use for them and increased form submits (with a decrease in false data) of these submits for you! This Social Sign-On thingy (technical name) is a fabulous way to make the internet a softer, more caring place. We all know that the medium by which you gather your prospect data is at least somewhat as important as the message you want to convey to them, so let’s stop the constant demands for personal information and the tedium of filling in forms. Viva La Revolución!


OK, Let’s Do This Thing!

This is really a two-part process. The first thing you want to do is to create a form so that there is a place for all of that lovely information you gather to hang out in until you are ready to use


     1.     Create your form to have the same fields as your soon-to-exist Facebook Component, but do not configure them as you would with a normal front-end-visual-form (required fields, pre-population, field merges, etc.), as the information will be pulled directly from Facebook. 


Form Fields Image.png


     2.     Make sure that you generate an HTML name for your form. Go to the gear in the right hand corner and click on the settings tab from the drop-down menu. This will bring up a configuration window where you can generate the HTML name. If you have an HTML name already, the system will allow you to enter it and will tell you whether that name is available to use or not. Select “Done” when you are finished and close the window.



     3.     Save the form and you are good to move onto the next stage!


And Now the Main Event!

     1.     On your landing page, select the “Cloud Component” icon to bring up the Cloud Components menu box



Image 0 - Register.png



     2.     Drag the “Register” component onto your page so that it pops up like so…


Image 1 - Register.png

     3.     Double click on the component so that you can configure it. As an AppCloud guru, you will know by now that you need an Eloqua Cloud Connector user account to complete this step. If you don’t already have one it will ask you to register for one – easy-peasy.


Image 4 - Register.png

The Register component needs a bit more configuring than your run of the mill social component. Here are the things you will need to configure:


Eloqua Log-in Credentials (first 4 fields).  This is the first information you want to enter as it will connect you to your database so that you can pull the form that you have already created for this very purpose. You will need to hit the “Save Settings” button before you will be able to see the forms.


Facebook App ID. You can use the Eloqua Cloud Connector App ID (pictured above), but a way better thing to do is to create your own. By creating your own you ensure that the Facebook prompt that appears to your prospects when requesting their information uses your company name (rather than Eloqua). Best not to confuse folks!


Where was I? Oh right. Select “Define a Custom Facebook App” in the “Facebook App to Use” field and either enter the ID number if your company has already obtained one, or click on the “Get App ID” button…


Image 2 - Register.png

…and then on the link to the Facebook Developer Portal…


Image 3 Register.png


…and then on “Create New App.”


Image 6 - Register.png

Image 7 - Register.png


You will then need to enter a display name for your App (it should be your company name), agree to the Facebook Platform Policies, verify that you are a human by entering some squiggly words, enter an email address for Facebook to contact you at regarding your app should they so choose, and – this is the important thing – enter the URL of your site. Once you have created an App ID for your company or team you can use it for all of your Facebook components that require it. Cool beans!


Now you have a Facebook App ID - not too shabby. Onto the next configuration.


Defining Fields. There will automatically be five fields that Facebook is set to pull information for: Name, Email Address, Current Location, Gender and Birthday.


Image - Config 1.png

You can remove any of these fields as well as edit them, but you can also add a Custom Field by selecting the “+” sign in the bottom left hand corner. This will bring up a window that allows you to choose if you would like it to be a text field, a drop down menu, or a type-ahead field.



There are very helpful hints on how to configure each of those categories of fields right there on the page.


Config 2.png


One thing to note, however, is that Custom Fields will NOT pre-populate with Facebook info. The prospect will need to enter that information manually. Boo! As usual, make sure you save your work.


OK we’re almost there! Now we just need to map these puppies.

Mapping Fields. Select the “Map Fields” button in the “Form Field Mapping” section. This will bring up a window comme ça…


Select a field and use the edit button to map. What you are doing here is linking the fields so that the information the Facebook widget pulls from Facebook is received by that first Eloqua form that you created. Make sure you select “submit” for each one before you close the window.


Maping 2.png


     4.     When you have mapped your fields and configured your component, save everything and either hit the preview button in the configuration window…


Preview 1.png

…or close the configuration window and preview the entire page (you may need to adjust the size of the component so that it fits properly on your landing page).


Preview with inof.png


And to see how the information that’s submitted through the widget appears in Eloqua, you can do a test run by submitting a test registration, and then heading over to your original form and taking a look at your submission data.




Form Sumbmission.png


Isn’t that marvelous? You have, all by yourself, created an awesome way of collecting valuable data from your prospects! Well done you!

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