Knowledgebase Article Index
|Product Function||Description||KB Code||Version|
|Program Builder||General Overview||KB.A.1.0.0||Both|
|Program Builder||Step Actions||KB.A.1.2.0||Both|
|Program Builder||Decision Rules||KB.A.1.3.0||Both|
|Program Builder||Member Management||KB.A.1.4.0||Both|
|Email||Content: Field Merges||KB.E.1.2.1||E10|
|Email||Content: Signature Rules||KB.E.1.2.4||E10|
|Email||Email Status Codes||KB.E.3.0.0||Both|
|Email Batches||Batch Troubleshooting||KB.E.2.0.0||Both|
|Email Batches||Distribution Lists||KB.E.2.1.0||E9|
|Email Batches||Configuring Email Batches||KB.E.2.2.0||E9|
|Forms/Visitor Profiles||Data Lookups/Prepopulation||KB.F.3.0.0||Both|
|CRM Integration||Status & Reporting||KB.I.1.0.0||Both|
|CRM Integration||External Calls||KB.I.1.1.0||Both|
|CRM Integration||Error Guide||KB.I.3.0.0||Both|
|Visitor Profiling & Tracking||Profile Confusion||KB.P.3.0.0||Both|
This article includes:
Signature Rules are used to support sending on behalf of many different people at once in a batch email deployment, and have the senders be dynamically defined based on the recipients of the email. A Rule can be used to map a specified field Value in a Contact record or Data Card to a specified Sender. For example, you could use the value of the City or State field to map to the reps for specific territories. You can also assign a default Sender if there is no territory assigned to a City or State Value.
When creating a Signature Rule, which is a mapping between a field value and a Sender, you are essentially making the following statement:
“When I send an Email Batch to a Segment, I want my Emails to look like they’re coming from different people so that they’re personalized for each recipient. Specifically, when an Email in a Batch is being sent to a person whose City is listed as “New York”, I want it to look like the Email was sent from “Active Salesuser.” Additionally, if the contact does not have a value in the 'City' field, or their value is not listed in the rule, then the email will be sent on behalf of "Advanced Marketing.". As displayed in this image:
Q: How do I define which Signatures go out in which Emails?
A: Before we talk about how you define what goes where, you need to understand the general architecture of Signatures. One of the most important concepts to understand is that there are really no such things as “Signatures” in the Eloqua system.
You will never create, manage or insert a thing called a “Signature”. A Signature is the combination of SENDER INFORMATION + A TEMPLATE THAT DEFINES HOW THAT INFORMATION SHOULD BE DISPLAYED IN AN EMAIL. Or, in Eloqua terms, a User + a Signature Layout.
So in short, you do not define what Signature goes out in which Email; instead, you decide:
Q: The available fields in the User Profiles don’t match up with what I need in my Signatures. For instance, I need to put 4 different phone numbers in my Signatures, but there are only 3 phone number fields in the User Profile. Can I add fields to the User Profile?
A: No, you cannot add User Profile fields like you can Contact fields and Email fields. We recommend that if you run into this problem, use another field (like “Personal Message”) for a purpose other than that indicated by its name. So if you need a 4th phone number, for example, enter it in the Personal Message field for each user and insert it into the layout that way.
If we are blatantly missing fields that you think most people will need to use, please let Eloqua’s support team know and they will pass the message along to Product Management so they may try to incorporate the additions into a future release.
Q: How do I make it so that the Sender Display Name is the same for all Email recipients, but the “From” address and Reply-to headers are dynamic? Or in other words, how can I apply a Signature Rule without affecting the Display Name?
A: Yes, you can split up all the Email headers and define them individually—the From Address, Reply-To, Display Name, etc.
This article includes:
Signatures allow you to attach sender identity information to an email in a specific format. Each salesperson can include his or her picture, signature, personal message and contact information in the email. This personal touch builds the relationship that they have with their prospects and clients, and increases response rates.
Here are some examples:
Personalizations can be created for the signature for each of the agents using the Eloqua application, so that their identity information and personalizations (such as a customized message for a specific client) can be added to each email sent out. Agent signatures and personalizations can be created one at a time or in bulk mode using signature rules that automatically apply the correct signature to each email based on specified criteria.
Signatures are a powerful way to allow your sales personnel to cultivate and grow relationships with their prospects. Each outgoing email can be signed as coming from a particular salesperson, with that salesperson’s Sender Name and Reply-to Email info in the email headers and their personal details in the body of the email message. It is also possible to automate Signature personalization so that when sending to a distribution list of thousands of people, either manually or through an automated program, you can display, for each recipient, the signature that is most appropriate for them—for example, the signature of their account manager.
Signatures are easily created for several employees by designing a Signature Layout that defines how Signatures should look within an Email and what information they should contain. Offering the ability to easily manage consistent corporate branding as well as the ability to create Signatures in bulk, a single Signature Layout can be created which then dynamically pulls in details of the sender (e.g., if the “Sender” is Ray, then the system will pull Ray’s information into the Signature Layout; Name, Phone Number, etc.).
Signatures can include employee pictures, digital signatures, personal messages, and contact information. This personal touch builds the relationship that your company and sales representatives have with their prospects, contacts, and clients and helps to increase response rates to marketing and sales campaigns.
You can create new signature layouts or edit an existing layout by using the inline editor. The procedure below outlines building your Signature Layout in WYSIWYG Mode, but you can also build it directly in the HTML code by clicking the Switch to Source Mode button and adding to or altering the code.
To create a new signature:
Link-Based User Fields - When inserting either the Website URL user field or the Personal URL user field, the options are provided to have display text for the link and to make the link trackable (accounted for in Email Reports) as long as the linked page has Eloqua tracking scripts. Note: You can also insert other fields from the list (for example, First Name or Last Name), but only Website URL and Personal URL will have all of the options shown below (if the Display Text checkbox is selected).
Fields With Optional Label - Not all fields need labels. However, information such as a telephone number is commonly preceded with a label. Therefore, when you choose to insert a telephone-based field, the system will automatically insert a field label with the field. That label is editable, and will also disappear automatically (indicated by the grey background) on email deployment if the user profile of the sender does not have a value in that field (e.g., if sending on behalf of Mike and Mike’s user profile doesn’t have any data in his “Cell Phone” field, but in your Signature Layout you have both the Cell Phone field inserted as well as a label that reads, “Cell Phone”, the term “Cell Phone” will disappear when the system finds nothing in that field of Mike’s profile).
Tip: Be careful when inserting additional punctuation such as commas between the fields in the Signature. If there is no content to populate a field, both the field and label will disappear, but punctuation that you added will remain. If you do use punctuation between fields, make sure that all possible senders using that Signature Layout have field values for every field in their User record.
Insert/Edit Image - You can insert an image such as a picture of the sender, a logo, or a banner at the cursor location in the Signature. Click the Insert/Edit Image button, then select a picture using the search tools in the Image Selector dialog box.
You can View All images and scroll through the pages using the forward and back buttons, or search for an image Name, creation Date, or Owner using the search functions at the top of the page.
Once you have chosen an image, click Select, then OK, to insert the image in your Signature and close this dialog box.
Once an image has been inserted, you can also edit image attributes. Click on the image, then click Insert/Edit Image.
You can manage the following image attributes:
Image Dimensions - Enter values for the Height and Width. Maintain the ratio of the Height to Width by selecting Maintain image proportions or Reset the image to the original dimensions.
Image alignment - Control the positioning of the image relative to the text around it. For example, you can Left Justify the image so that the text wraps around it on the right. The thumbnail shows you the relative positioning of the image and text.
Image Borders - Set the width of the Border, the Type (for example, dotted, dashed, groove, ridge, etc.), and the Color. Click Show Advanced Options to set the border attributes separately for each of the four sides of the image.
Text Alternative - Enter the ALT text to be shown if the image does not render or if the recipient moves their cursor over the image area.
Insert/Edit Hyperlink - You can insert one or more hyperlinks in the Signature (using text or images), including links to website pages, Eloqua Microsites (Landing Pages), email addresses, or ICS calendar files (so that the recipient can download an Event directly into their email client calendar). You can also allow your recipients to share a URL through a social media channel. Place the cursor where you want to put the hyperlink, or select text that you want to configure as a hyperlink, then click Insert/Edit Hyperlink. Select the following parameters in the Insert/Edit Hyperlink dialog box (they may change depending on the selections you make):
Link Type - You can select Text Link, then type in the Text for Link, or chose Image Link and Select Image for Link by clicking the button in the next field. Note: If you selected text or an image in the Signature Layout before clicking Insert/Edit Hyperlink, then the link will automatically
be set to the right type and the Link Type field is not displayed.
When link is clicked - Select the action that will occur when the recipient clicks on the link. The action may be to send the recipient to a webpage or activate an email message (mailto:).
Insert as Redirect Link - If you choose Send to Webpage as the action, and you are linking to a page that does not contain Eloqua tracking scripts, you can select this checkbox to make sure that click-throughs are still tracked in Eloqua
When you have configured this element, click Insert to add it to your Signature Layout. The Insert Hyperlink dialog box closes. If you want to change settings for the hyperlink, select it in the Signature Layout and click Insert/Edit Hyperlink.
Repeat step 4 in this procedure as required to insert additional elements or to edit them in your Signature Layout. Click Save after adding each element and when you have finished building or editing the Signature Layout.Note: If you try to leave the page without saving an edited Signature Layout, you will be prompted to save the Signature Layout before proceeding.
To delete a signature layout:
To edit a signature layout:
To rename a signature layout:
Signatures are the templates for automatically inserting Eloqua sender information in emails. Using the inline editor, you can create signatures. The signature content is drawn from data contained at the user/agent profile level into the fields you use in the signature.
Here are examples of how the signatures might be used:
Example 1: Email Personalized for Recipients
Marketing is launching a new Campaign to a segment of their contacts (just over 60,000 contacts). To begin the Campaign, they will be sending out one email to all contacts, but they want each email to be personalized for each recipient so that the email appears to be from that contact's regional sales representative, and when they reply to the communication, the reply goes directly to that representative.
Example 2: Enforcing Standard Practices and Branding
As a final step towards unified corporate branding within marketing collateral, the marketing team creates a single signature that is to go out in all email marketing communications, containing all the standard formatting (e.g., standard corporate font for digital collateral), information and content: Name, Title, Department, Office Number, Cell Number, Company URL and Company Logo.
Example 3: Localization
Three different corporate regions require 3 different Signatures due to variations in the company logo or tagline across the regions, so 3 different signatures are created so that when emails go out and are personalized for the recipient, each rep's signature follows their own region's brand standards.
Example 4: More Information and Sharing Social Media Links
Recipients can click on links or banners to see current information that is relevant to them, or click on different social media links provided in a signature to share specific content to social media sites. This helps to drive traffic back to company content such as blogs posts or web pages.
This article includes:
Field merges are useful for drawing information from contact records. These data are used for personalization in an email or on a landing page (for instance, referring to the recipient or visitor by their first name, first and last names, company, country, or other specific information that is in their contact record). Note that field merges are highlighted in yellow in order to quickly distinguish them from normal text.
To create a field merge:
To delete a field merge:
To edit a field merge:
To rename a field merge:
To create a new folder in the list:
You can use field merges to insert personalized information into an email or landing page. This increases the likelihood that the visitor or recipient will interact with your content. The following are a few examples of the most common uses for field merges.
Example 1: Inserting a Personalization such as a First Name Field Merge
By far the most common use of field merges is to insert personalization (such as the visitor's or recipient's first name) into the email or landing page. By inserting their first name, you are aiming your communication directly at them. This turns even simple emails into customized "one-to-one" conversations Note that field merges are distinguished from regular text by their yellow background shading.
Example 2: Inserting the Company Name
You can insert a visitor's or recipient's Company name into an email or landing page to point out features of your product or services that might be particular valuable to their employers. This is usually done within the framework of increasing productivity or helping to boost their careers.
Example 3: Account or Service Information
Customers or your own staff can be provided with information related to a specific account or company, including modification dates or time stamps for various activities, billing address information, or sales/service representatives information.
Example 4: Event Information
By drawing field data from Data Cards (which are used for Events and Surveys), you can provide event information, such as confirmed times and dates, to your registrants or respondents.
The following list is a breakdown of the Email Status Codes:
|2||Has not responded to subscription request|
|3||Subscription request accepted. No emails sent|
|18||Excluded from Email: Resend|
|19||Excluded from Email: Master Exclude|
|20||Excluded from Email: Bounceback|
|22||Excluded from Email: Unsubscribe|
|23||Excluded from Email: Global Exclude (eloquas master list)|
|25||Excluded from Email: Email Group|
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In most cases, a Header (top) and Footer (bottom) are sent along with an Email to provide additional standard information and links to Email recipients. Here are some examples of the types of information that could be included in either a Header or Footer (they could all be in either location, but these are some of the most common placements):
Headers - Links to view the Email in a web browser or on a mobile device in the correct format; a link to forward the Email using a standard Refer A Friend format; a link to add your company to the recipient's accepted email addresses or a safe senders list; or a link to a page where recipients can set up RSS Feeds (for example, for your newsletters).
Accessing the Header and Footer Editor
You can access the Inline Editor for Header and Footers by one of the following methods.
To access the generic Inline Editor:
Click New Header or New Footer at the bottom of the page. The page for the new Header or Footer opens in the Editor.
Click Header Default or Footer Default at the bottom of the page. You can view and edit the global default (what is selected automatically when you set up a new Email that is not assigned to an Email Group) and the default for each Email Group.
Note: You can also select a different Header or Footer from the picklist, then click Set as global default or Set as default to make this the new default.
To access the Inline Editor for a specific Email or Email Group:
You can the Header and Footer on this page.
In the Tree View, navigate to a specific Email within a Group. On the menu next to the Email, select Edit to view the Email in the Task area. Select Email > Email Details from the Task bar. Select, select and Edit, or create a New Header and/or Footer on this page.
Overview of Header and Footer Editor
The Eloqua Inline Header and Footer Editor allows you to set up customized headers and footers for your Emails. By default, the Header used in your Emails will be a text link that allows contacts to view the Email in a browser if they cannot view it properly in their Email client. Footers will generally be used to allow users to unsubscribe from that Email Group or from all communications from your company.
Note: The Header and the Footer should be designed to comply with CAN-SPAM standards.
Areas of the Header and Footer Editors
Because the functions of a Header and a Footer used in an Email differ somewhat, the Editor appears slightly different depending on whether you open a Header or a Footer for editing. The features of each are described in the following sections.
The areas defined in the Header Editor are as follows:
Areas of the Eloqua Inline Footer Editor
The areas defined in the Footer Editor are as follows:
Details of Header/Footer Editor Areas
You can click the Pop-out button () to pop-out the editing window into a resizable window. This allows you to maximize the window area to make it easier to work in editing mode by clicking the maximize button () or by dragging on the bottom right corner of the window.
When you close this window, the view reverts to the Header and Footer Editor where you clicked the pop-out button.
The Details area allows you to edit the Header or Footer Display Name, and to control whether the Plain Text version of the Email will be auto-generated, or whether you will create and edit it manually.
Editing the Header or Footer Display Name
To edit the Header or Footer Display Name, simply select and replace the existing Name.
Controlling Auto-Generation of the Plain Text Version
You can choose to automatically generate a Plain Text version of the Header or Footer when you Save it, or you can choose to suppress automatic generation of text and create/edit it manually as required.
To control automatic generation of Plain Text:
For the option Autogenerate Plain Text version…, select one of the following:
HTML Text Comment (for Headers only)
While the majority of email clients today provide users the option to display HTML emails as rendered, there are some clients that are unable to do so and instead display HTML emails as text (raw code). An example of this can be seen in the following diagram.
Generally, your Email will contain a Header that provides recipients with the ability to click a URL link that opens a browser window in which they are able to view the HTML email as fully rendered. However, in an instance where the user is viewing the HTML email as text, they are unable to click a link and are forced to copy and paste the URL into their browser address bar.
An HTML Text Comment allows you to isolate a version of your header message within the unrendered HTML so that it is at the top of the Email and is therefore easier for recipients to see. Recipients can then copy and paste the URL provided into a browser to view the fully-rendered Email. An example of an HTML Text Comment can be seen below.
The sections of the HTML Email shown are as follows:
How the text appears depends on the settings you select in the HTML Text Comment section of the Email Header Editor:
To configure the HTML Text Comment in the Editor:
Code or Interactive Preview Window
The Code Window in the Source mode of the Editor allows you to make changes directly in the HTML source code and Save these changes. Note: When you Save, there is no function to ensure that the HTML code is correct. The Interactive Preview Window in the Content (WYSIWYG) mode of the Editor displays the rendered Header or Footer. Content can be edited directly at the cursor location in the Header or Footer. The Plain Text Editor allows you to view and edit the Plain Text version of the Email (if, for example, it will be forwarded to PDAs or other text-only mobile devices).
Toolbars (Top Toolbar and Bottom Toolbar)
The Top and Bottom Toolbars give you a wide range of options for editing, inserting images, hyperlinks, fields, and Forms, and managing Activity Driven Content (ADC) in your Header or Footer. The top toolbar appears only in Content (WYSIWYG) mode, contains formatting functions for text and images, including controls for cutting or copying text or images, pasting text, font and font size, font formatting, positioning, and color, and bulleted and numbered lists. The bottom toolbar allows you to insert images, hyperlinks, fields, Forms, or Activity Driven Content at the cursor in the Header or Footer.
Each toolbar has a unique set of buttons with mouse-over tool tips describing their function. Users familiar with commonly-used document editors will recognize many of the buttons.
Save Changes to the Header or Footer
Click Save or Save and Close to save your changes to the Header or Footer you are modifying in the Inline Header and Footer Editor.
Headers and Footers can be included with Emails to provide additional information (such as copyright information and disclaimers) or links (for customer service, managing subscriptions, forwarding the Email to a friend, or showing the Email in a web browser window if it is not rendered correctly). Eloqua® allows Headers and Footers to be created and saved so the appropriate Header/Footer can be selected once an Email has been created and used for a number of different Emails. Headers are located at the very top of an Email and usually contain the "view in browser" link; Footers are located at the very bottom of an Email and often include links for subscription options.
Note: At one time, tracking for Emails was enabled by have a small image included in the Footer. The Eloqua servers could track downloading of this image, and therefore track Email opens. At that time, Footers were required to allow Email tracking, but the image is now in the body of the Email, so Footers are no longer required. They are, however, highly recommended as a way of putting in links that help you to ensure CAN-SPAM compliance and maintain high deliverability.
To create a custom Header or Footer:
Copying Email Headers and Footers
To copy Headers and Footers:
To edit existing Email Headers and Footers:
For detailed information about the Editor and the tools you can use, see these topics:
Editing and Formatting Text and Images in Headers and Footers
You can access controls for editing and formatting text from the Top Toolbar. The Top Toolbar appears only in Content (WYSIWYG) mode.Using this toolbar, you can perform the following functions on selected text in the field:
Inserting Objects in Headers and Footers
The following is the Bottom Toolbar available from the Inline Editor for inserting various objects such as an image, a hyperlink, a field value from the recipient's Contact record, or a Form in the Header or Footer.
With this toolbar you are able to perform the following functions:
Clicking the Insert/Edit Image button launches the Image Selector window so that you can select an existing image from the image database or edit an existing image.
To insert an image in a Header or Footer:
Once an image has been inserted, you can select it in the Header or Footer and set additional features of the image such as the size, text wrapping around the image, border details, and ALT text. For more information, see Managing Image Properties.
Insert/Edit Hyperlink—Launches the Insert Hyperlink window, allowing you to insert a link.
To insert a hyperlink:
Clicking Insert Field launches the Fields window.
To insert a field:
Clicking Insert Form launches the Email Form Insertion window.
To insert a Form:
Deleting Email Headers and Footers
To delete Email Headers and Footers:
If there are dependencies on the Header/Footer you are deleting, the Dependency Check window opens. You can Edit (assign to a different Header or Footer) or Delete (permanently remove) each dependency. Note: All dependencies must be resolved before you can delete the Header or Footer. If the controls are greyed out, you will have to go to the dependency and edit the relationship from there.
A message box opens to confirm the delete action. If you want to delete the selected Header or Footer, click OK. If not, click Cancel.
KB.I.1.3.0 CRM Integration: Error Guide
This article examines CRM Integration Errors - primarily focusing on Salesforce related errors.
For information on MS CRM errors - please refer to this MS Error Code guide. The Integration section is accessible to Customer Administrators.
This guide aims to address the majority of SFDC API errors encountered during common integrations. For a complete list of SFDC Integration Errors please visit this link and navigate to Getting Started > Introducing the API > Standard and Custom Data Objects > Core Data Types Used in API Calls.
Please refer to the Fix column in the following API Errors Table for more detail on how to fix specific errors:
|REQUIRED_FIELD_MISSING||A call requires a field that was not specified.||Either add the required field to the record, or remove the required field from SFDC. Some required fields are standard, and cannot be removed from SFDC.|
|CANNOT_UPDATE_CONVERTED_LEAD||A converted lead could not be updated.||Remove Lead ID from the record.|
|MISSING_ARGUMENT||You did not specify a required argument.|
|SERVER_UNAVAILABLE||A server that is necessary for this call is currently unavailable. Other types of requests might still work.||Retry Call.|
|INVALID_EMAIL_ADDRESS||A specified email address is invalid.||Correct email, and retry call.|
|MALFORMED_ID||An ID must be either 15 characters, or 18 characters with a valid case-insensitive extension. There is also an exception code of the same name.||Correct ID in Eloqua and retry call.|
|INVALID_CROSS_REFERENCE_KEY||The specified value in a relationship field is not valid, or data is not of the expected type.|
|INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY||An operation affects an object that is cross-referenced by the specified object, but the logged-in user does not have sufficient permissions on the cross-referenced object. For example, if the logged-in user attempts to modify an account record, that user might not have permission to approve, reject, or reassign a ProcessInstanceWorkitem that is submitted after that action.||This indicates Eloqua does not have correct access rights. Correct, and retry calls.|
|API_DISABLED_FOR_ORG||API access has not been enabled for the organization. Contact Salesforce.com to enable API access.||This indicates Eloqua does not have correct access rights. Correct, and retry calls.|
|API_CURRENTLY_DISABLED||Because of a system problem, API functionality is temporarily unavailable.||Retry call.|
|INVALID_OPERATION_WITH_EXPIRED_PASSWORD||Due to password expiration, a valid password must be set using setPassword() before the call can be invoked.||Update Password (and possibly Security token) in Eloqua and retry call.|
|INVALID_LOGIN||Due to password expiration, a valid password must be set using setPassword() before the call can be invoked.||Update Login Credentials in Eloqua and retry call.|
|ORG_LOCKED||The organization has been locked. You must contact salesforce.com to unlock the organization.|
|INVALID_ID_FIELD||The specified ID is correctly formatted, but is not valid, for example, it is an ID of the wrong type, or the object it identifies no longer exists.||Update Record ID, retry call.|
|INVALID_SESSION_ID||The specified sessionId is malformed (incorrect length or format) or has expired. Log in again to start a new session.||Retry call.|
|INVALID_TYPE_FOR_OPERATION||The specified sObject type is invalid for the specified operation.||Review the call, and ensure the correct Object is specified. (i.e. ensure Update Lead call is specifying the Lead object)|
|INVALID_TYPE||The specified sObject type is invalid.||Review the call, and ensure the specified Object is valid.|
|UNKNOWN_EXCEPTION||The system encountered an internal error. Please report this problem to salesforce.com.||Retry call and if you encounter the error again, contact Salesforce support.|
|INSUFFICIENT_ACCESS||The user does not have sufficient access to perform the operation.||This indicates that Eloqua does not have the correct access rights. Correct, and retry calls.|
|PASSWORD_LOCKOUT||The user has exceeded the allowed number of login attempts. The user must contact his or her administrator to regain login access.||Contact SFDC administrator, reset password, update credentials in Eloqua and retry call.|
|LOGIN_DURING_RESTRICTED_TIME||The user is not allowed to log in during this time period.||Contact SFDC administrator.|
|LOGIN_DURING_RESTRICTED_DOMAIN||The user is not allowed to log in from this IP address.||Whitelist the Eloqua IP range.|
|LOGIN_CHALLENGE_PENDING||The user logged in from an IP address that is not included in their organization's list of trusted IP addresses, but a security token has not yet been issued.|
|LOGIN_MUST_USE_SECURITY_TOKEN||The user must add a security token to the end of his or her password to log in.||Eloqua does not normally use security tokens - if you do not wish to disable the security token for the Integration user - you'll have to append the token to the CRM Int. user's password in Eloqua.|
|INACTIVE_OWNER_OR_USER||The user or record owner is not active.|
|INVALID_FIELD_FOR_INSERT_UPDATE||You can't combine a person account record type change with any other field update.|
|CANNOT_REPARENT_RECORD||You can't define a new parent record for the specified record.|
|INSUFFICIENT_ACCESS_OR_READONLY||You can't perform the specified action because you do not have sufficient permissions.||Indicates Eloqua does not have correct access rights. Correct, and retry calls.|
|ENTITY_IS_DELETED||You can't reference an object that has been deleted. Note that this status code only occurs in version 10.0 of the API and later. Previous releases of the API useINVALID_ID_FIELD for this error.||Indicates the record has been deleted from SFDC. Remove ID from Eloqua to avoid this error.|
|CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY||You do not have permission to create, update, or activate the specified record.||Indicates Eloqua does not have correct access rights. Correct and retry calls.|
|STORAGE_LIMIT_EXCEEDED||You have exceeded your organization's storage limit.||Remove old records and activities from SFDC and retry calls.|
|INVALID_FIELD||The specified field name is invalid.||Remove invalid field from call, and retry.|
KB.A.1.4.0 Program Builder: Managing Members
This article reviews managing members in Program Builder. It covers adding members to programs, adding program feeders, and viewing/changing member's statuses in program steps.
Upon creating/opening a program, you will at some point want to add members to your program. There are two methods to add manually members to a program. Depending on if you'd like to add the member to the step or to the program (first step in the program): you can use the drill-down arrow at a Step and select 'Add Members to this Step' or from the Members menu > Add Members to Program.
The Add Members dialog box allows you to select the source of the members. The three areas determine if you'd like to add the members 'One-time,' via an 'Upload' or an 'Automatically Recurring' feeder which can continually add contacts to the program or step.
Note: These Processes will add the current Contacts meeting your criteria to the Program Step. However, it will not add Contacts added after your step is run. To continually add new Contacts, set up the Contact Filter, Contact Group, or a Saved Report inside a Program Feeder. See the information under Program Feeders (at the bottom of this article).
For Contact Filter or Contact Group:
Select the existing Contact Filter or Contact Group by clicking the button in the field and selecting the Filter or Group in the Search dialog box.
For Contact Search:
Upload members from a file source (such as a CSV file) or an integrated CRM (such as Salesforce.com).
You can elect to upload the members directly from a source such as a CSV file or Salesforce.com leads. For example, if you select Contacts and click Continue, then the Contact Upload wizard opens to allow you to upload Contacts as the source for the members to be added.
Set up an automatically recurring feed that sends members meeting specified criteria to the Program Step.
Use this to set up the automatically recurring addition of members to the Program step. You can select an existing Program Feeder from the drop-down list, or select and Edit an existing Feeder or create a New Feeder.
Program Feeders are used to automatically add members into the first Step of a Program or to a specific Program Step based on Group membership, a Contact Filter or visitor Saved Report.
The name of the Step to which you are adding the Feeder is shown as read-only in the Add members to program step field.
Program Feeder Name—Fill in the name for the Program Feeder which will be shown at the top of the Step to which it is added.
Source of Program Members—Specify where you want the Program members for the Feeder to be drawn from. Note: The items listed below are for Contacts. But depending on what is selected on the Program Step Details page, other types of data entities such as Prospects, Companies, and Data Cards could also have some or all of the options shown.
Contacts in Filter—Pull from a Contact Filter. When you select this option, the next field becomes the Contact Filter field. You can click the button to search for and add an existing Contact Filter or create a new one. Note: If you select an Activity-Based Filter, this can be run a maximum of once per day due to the load it imposes on the system. An Inactivity-Based Filter can only be run once per week. You will see messages in this regard if you select one of these Filters. In addition, note that feeders using Activity-Based Filters will place a contact into the program if there has been any activity by that contact since the last time the feeder was evaluated.
Contacts in Group—Pulls from a specified Contact Group. When you select this option, the next field becomes the Contact Group field. You can click the button to search for and add an existing Contact Group or create a new one.
Contacts in Group and Filter Overlap—Pulls members that are both in a selected Contact Group and a selected Contact Filter. When you select this option, two fields appear to allow you to select a Contact Group and a Contact Filter. You can click the buttons to search for and add an existing Contact Group and Contact Filter or create new ones.
Contacts in Saved Reports—Pulls Contacts in the application from a specific saved Report. When you select this option, click the button in the field that appears to select an existing Contact saved Report—for example, an Outlook® or QuickSend Email Opens list.
Visitors in Saved Report—Pulls website visitors from a specified saved Report. When you select this option, click the button in the field that appears to select an existing saved Report or select and Edit a Report to provide members to the Program Feeder.
Note: If you select this option, an additional field, Add to Program Builder As, allows you to select the Data Entity to add the members as to the Program. You can also click the Edit button to choose the Visitor Profile Fields that will be used for mapping.
Evaluate—From the picklist, you can select how often you want the Source Conditions to be evaluated (ranging from once Every hour to once Every Year). You can also select Restrict Evaluation Time to further restrict when the evaluation takes place so that members are only fed into the Program on a schedule that you control.
If you select the checkbox, additional options appear:
- Select a Time Zone—You can choose the Time Zone for the schedule to follow. This is particularly useful for setting up Programs for a specific Time Zone so that you don't have to do any calculations to find the equivalent in local time. Important: If you have selected or built a schedule, and you change this setting, always click Update Time Zone to apply it to the schedule.
- Start with a Standard Schedule—Choose a standard business-hours schedule from the picklist and click Apply Standard Schedule to create the schedule or replace the current schedule (click OK in the confirmation dialog box that opens). You can also select a schedule, then edit () or delete () individual rows using the buttons next to each.
- Add Custom Schedule Item—If you choose a Standard Schedule, you can add line items to the schedule by clicking this button.
- Advanced Options—This is used to set the ownership of the members who are entering from this Feeder to support functions to require an action from the owners or to execute an action on behalf of an owner. You can also select and Edit an existing Ownership Rule or Add a new rule.
- Ownership Rule to use—Click the button and select a specific Rule that will assign members to one or more owner(s) based on specified criteria. See the Ownership Rules article for more information.
- Do Not Evaluate Before (EST)—Set the date and time at which to make the current Feeder active. This is set to Eastern Time.
- Further restrict members by—You can select an option in this picklist to allow only members that meet the criteria selected (for example, that the members fed into the Program must have been created or modified within the evaluation time created by setting the start point above (Do Not Evaluate Before).
- Add all members...—By selecting this, you ignore the further restrictions set in Further restrict members by the first time the Feeder is run. This is to ensure all current members in the Program member source are added on the first pass, but only those meeting the criteria are added thereafter.
Note: This option does not appear if you have selected Visitors in Saved Report as the source of Program members.
Otherwise, click Cancel (you can activate the feeder later).
You can also run the Feeder once each time you click run it manually. To do this, in the Program, click the Feeder in the Step you added it to, then click one of the Program Feeders in the View Step Inputs dialog box. At the bottom of the Program Feeder dialog box, click Save, then OK in the confirmation box to enable the feeder. Then click Run Manually to run the Feeder once. The owner of the Program will receive a notification email when the processing is completed.
You can view and change the status of members in a specified Program Step.
Warning! Use extreme caution in changing status as the change could cause Program members to execute the same action more than once. This feature should be used by Advanced Users only. Contact Eloqua® Support for more information.
Action in Progress or Scheduled—The action is currently running or is scheduled to run.
Assigning Ownership—Ownership is currently being assigned.
Awaiting action—The Action is ready to run on the Program members.
Awaiting Decision Rule Re-evaluation—The Program members are ready to be evaluated by the next Decision Rule.
Awaiting owner reallocation evaluation and step move—Members are awaiting an Action by their owner to move them to a new Program Step.
Awaiting rule evaluation—Members are awaiting evaluation of an Ownership Rule.
Awaiting tool data commit—Awaiting user input from a data tool execution (Internet Data Engine or Deduplication Engine).
Currently being added to Condition—Members are currently being added to a Condition for evaluation on the Condition criteria.
Currently being added to Program—Members are currently being added to the Program.
Excluded from Email Batch: Error or Bounceback—Error occurred in adding a member to an Email Batch recipient list. This could be caused by a bounceback status or an error.
Excluded from Email: Bounceback—Members are set to have "bounceback" status and are therefore excluded from an Email send.
Excluded from Email: Campaign Unsubscribe—Members are set to have "unsubscribe" status for the Email Group and are therefore excluded from an Email send.
Excluded from Email: Distribution List or Brochure Resend—Members are set as having already received the Email or as being excluded through the Distribution List and are therefore excluded from an Email send.
Excluded from Email: Email Address Error—Members are set as having an error in the Email Address and are therefore excluded from an Email send.
Excluded from Email: Global Exclude—Members are set as being on the Global Exclude list (for all Email Groups) and are therefore excluded from an Email send.
Excluded from Email: Master Exclude—Members are set as being on the Master Exclude list (for all Distribution Lists) and are therefore excluded from an Email send.
Excluded from Email: Unsubscribe—Members are set to have "unsubscribe" status for the Email and are therefore excluded from an Email send.
Member cannot be moved to step—Member was configured to move to a step that does not support its member type.
Ownership Available—The member's ownership is available and may be taken by an Agent.
Paused by Agent—The agent manually paused the member for a defined amount of time. The member will be un-paused when that time elapses.
Was not sent QuickSend: Possible Error—Members are set as having a failed QuickSend attempt due to a possible error.
Decision rules are used to evaluate members and send them down different paths according to the results of the evaluation. They are located in the decision points in a program, indicated by a diamond shape in the program flowchart.
Creating a Decision Rule
All functions related to decision rules can be accessed through the decision rule menu.
Edit Decision Rule - This opens the Decision Rule Details window.
Edit Decision Yes Path - Once you have selected a decision rule, you have a Yes or No outcome for each member.
Select Edit Decision Yes Path to define the next step if the decision criteria is met. Once selected, you are presented with a screen to select the Path type. The available options are similar to for Edit Step Path for a Program Step with the addition of Re-try Decision Rule on a specified schedule.
Note: The options shown in the Define Path from Step window depend on the current configuration of your program. For example, the Link to an orphaned decision rule option is not shown unless an orphaned (disconnected) decision rule exists in your program.
Edit Decision No Path—Select Edit Decision No Path to define the next step if the decision criteria is NOT met. Once selected, you are presented with a screen to select the Path type. The available options are similar to for Edit Step Path for a Program Step with the addition of Re-try Decision Rule on a specified schedule.
Edit Decision Ownership Rules—Allows you to apply an ownership rule depending on the results of the decision (for the Yes and No results).
Delete Decision Rule—This deletes the current decision rule. All Paths below the deleted decision rule become an orphaned path and not connected to the program and cannot flow (you can reconnect these from the previous Step above the deleted Step). If any member are in the Steps of an orphaned path, they should be moved to a Step that is still connected to the program or the orphaned path should be reconnected to the program.
|Decision Rule||Description||Applies to||Type|
|Action Expired||Checks if previous Action expired for the member. There are no additional parameters to be set for this decision rule.||Flow|
|Agent Yes/No Decision||Holds member in previous step awaiting Agent to select yes or no and will route to next step accordingly. There are no additional parameters to be set for this decision rule.||Flow|
|Clicked-through to website from any email||Checks if the member has clicked-through from any or specified emails within the time span selected.|
In the parameters, selected whether the member has clicked through from any Email, from a specific Email Group (Campaign; select the Email Group), or from a Specific Email (select the Email). You must also set the number of times the member clicked-through and the specific Time Span (in days, weeks, months, or years). Note: The acceptable Time Span is between 1 day and 1 year.
|Comparison between two Date Contact Fields||Checks if the date criteria set up between two Contact fields is correct. For example, you can check for an interval between the date a Contact record was created and the date it was last modified to see if there have been any recent changes or updates to the record.||Time Frame|
|Condition Membership||Check if member is part of a condition. If the condition is not met, you can choose whether to send them down the Yes path or the No path from the Decision Rule.||Data|
|Contact Field Comparison||The decision rule compares the value of two fields and generates a Yes or No results based on that comparison. Descriptions of the parameter options are provided below.|
Is/Is Not and Equal to/Between
This are the options for most Contact fields selected. The rest of the options shown below are for dates.
|Contact Field has Value||Check if the Entity Field contains any value (other than null or blank).||Data|
|Contact has Membership in Another Program||Check if member is also a member in another specified Program.||Data|
|Contact is in Contact Filter||Checks if a member passes the criteria in the specified Entity Filter (is "in" the Filter).||Data|
|Contact is in Contact Group||Checks if a Contact is in a specific Contact Group.||Data|
|Contact's Linked Company Field Comparison||Single-value Filter to check member field value against a specific Company field value. You can also select and Edit a Company field or create a New field as the basis of comparison.||Data|
|Current Date Comparison to Contact Field||The decision rule is used to make comparisons between the current date (and, for some options, the current time) and a date value (and possibly a time value) in a specific field. For example, it could be used to identify whether an event date or permission expiry date happens within the next few days (to determine if a follow-up Email should be sent).||Time Frame|
|Current Date is a specific date||Set the time zone and the specific date to which to compare the current date. This will evaluate to true or Yes when the current date is the date selected.||Time Frame|
|Current Date is a specific day of the month||Set the time zone and the day of the month to which to compare the current day of the month. This will evaluate true when the day of evaluation matches the number chosen. For example, if you enter "15", this rule will evaluate as Yes all day long on the 15th of every month. This may be useful if you want to send a newsletter or update on the same day every month.||Time Frame|
|Current Date is a specific day of the week||Set the time zone and the day of the week to which to compare the current day of the week. This will evaluate to true or Yes when the current day matches the day entered in the field. This may be useful if you want to send an email once a week on the same day.||Time Frame|
|Current Date is after a specific date||Set the time zone and a specific date. This will evaluate to true when the current date is after (not including equal to) the date value selected. For example, if you select March 31, 2012, this Rule will evaluate as Yes starting on April 1, 2012 and always thereafter.||Time Frame|
|Date in Contact Field is today (any time)||Evaluates to Yes if the date in the selected Entity Field is the same as the current (today's) date. The time is not relevant to this evaluation.||Time Frame|
|Does Contact have "bounceback" status?||This rule determines if the member has had a bounceback on an email sent to them (producing a bounceback status). There are no additional parameters to set for this rule.||Data|
|Does Contact have "unsubscribe" status?||This rule evaluates whether the member is set to universal "unsubscribe" to prevent having emails sent to them. There are no additional parameters to set for this rule.||Data|
|Has Program Step Owner||This will evaluate to Yes when the Program Step prior to the Decision Rule has a specified owner. There are no additional parameters to set for this rule.||Flow|
|Linked Data Card Comparison||Will perform a simple evaluation on a Linked Data Card (for example, a set of Data Cards for an Event that are linked to Contacts in the Program). Select the value to be returned from the evaluation (No or Yes) if no linked Data Card is found for a member. You must also select the Data Card Set that may contain Linked Data Cards and the field used in the Set that you want to evaluate, the operators (Is/Is Not, Equal to or Between). Finally, enter any field value(s) required to evaluate against.|
For example, through the Linked Data Cards for a specific Event, you can determine whether the members in the Program attended the Event.
|Linked Data Card Status||Performs an evaluation on a Linked Data Card to determine Data Card Status.|
The evaluation returns a Yes value if the selected Status is the one set for the member affiliated with a Linked Data Card.
Checks if the member has opened any or specified Emails within the Time Span selected.
Note: The acceptable Time Span is between 1 day and 1 year. Also note that viewing the Email in the preview panel of the email client counts as an open, so keep this in mind when setting the number of opens.
|Percentage-based routing||This rule will route the specified percentage of members to the Yes path from the decision rule and the rest on the No path. This is useful for A/B (split) testing. Note: This is not a random percentage-based routing, as it is based on system-generated IDs.||Flow|
|Segment Membership||This rule checks to see if a member is part of the specified Segment. You must also select the value to be returned if the member is not in the Segment.||Data|
The Sent Email gives you five different options for selecting any email, a specific email, or a specific type of email. If the member matches your selection, then Yes is returned
|Submitted a Form||Checks to see if a particular Form was submitted based on Time Span. Click the button to search for and select the Form, then set the number and the value for the Time Span.||Activity|
|Subscribed to Campaign||Checks if a member Is or Is Not in a selected Subscription Group (subscribed to a particular Email Group).||Activity|
|Visited Hypersite||Checks if the member has visited a particular Hypersite and in which Time Span. Click the button to search for and select the Hypersite, then set up the Time Span.||Activity|
|Visited Website > X Times||Checks to see if the member has visited the website more than a specified number of times. This could be an indicator of interest or have consequences for Lead Scoring.||Activity|
|Visited Website > X Times since entry into current step||Checks to see if the member has visited the website more than a specified number of times while in this Program Step.||Activity|