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21 Posts authored by: Ali Siena-Oracle
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.

Email Signature Rules [KB.E.1.2.4]

 

This article includes:

Overview

Creating Email Signature Rules

Signature FAQs

 

Overview of Signature Rules

 

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:

KB.E.1.2.3a.jpg

 

Creating Signature Rules

  1. Navigate to Assets > Component Library > Signature Rule.
  2. Click the 'New' button in the top-right corner of the Signature Rule screen.
  3. Set parameters in the Signature Rule window.
    • Rule Name - Provide a name for identifying the Rule on the Manage Signature Rules page.
    • Key Contact Field… - Select a field from a Contact record in which the value can be used to identify the right Signature to use in an Email. For example, you could map specific Lead Ratings to Signatures for different Salespeople so that you can target specific types of Leads with the correct personnel.
    • Key Data Card Field… - Select a field from a Data Card in which the value can be used to identify the right Signature to use in an Email (this value will be referenced when an Email is being delivered using Data Card rather than a Contact).
    • Email Headers - The Email Headers include the following:
      • Sender Display Name - The name of the sender shown to the recipient.
      • Sender Display Address (“From”) - The email address from which the Email originated as shown to the recipient.
      • Reply-To Display Name - The name of the person to whom to send replies to the Email shown to the recipient.
      • Reply-To Address - The email address that recipients reply to as displayed to them.

        If you select Personalize all email Headers when Rule is applied to a batch, then when you send a Batch Email with the Signature Rule applied, the dynamic sender information generated by the Signature Rule overrides all four of the settings on the Email Details page (to view this page, with the Email open for editing, go to Email > Email Details).
        KB.E.1.2.3b.jpg
        If you only want to override specific settings within this group, then click Show Advanced Options; the page expands to show the individual headers (as shown in the diagram above). Select the specific headers that you want to override according to the Signature Rule.
    • Mapping - Map each Value for the specified field found in the Contact record or Data Card to an individual Sender. Click the button in the Sender field and find the sender (or create a new one) in the Search window. You must also set a Sender for cases where the field value is not recognized or is empty (a default Sender) . In addition, you can edit the details for a user selected in the picklist (Edit User).
      You may add additional mappings as required by clicking the Add New Mapping button at the bottom of the table.

      The Autofill Values option will look at all the Contacts in your database, and in particular, in the Contact field you have defined as the Key Contact Field (above), and the list all the different values it finds in order of the most frequent to least frequent appearance.

      For instance, if you have defined the Salesperson field as the key contact field defining the sender of the email and you press the Autofill Values button, the system will bring back all the values currently listed in the Salesperson field of all your contacts. Then, you can simply assign a sender to match up with all those values.
  4. When you have set all the parameters for the Rule, click Save and Close.

 

FAQs

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.

Ali Siena-Oracle

Email Signatures

Posted by Ali Siena-Oracle Feb 13, 2012

Email Signature Layouts [KB.E.1.2.2]

 

This article includes:

Overview

Creating Signature Layouts

Deleting Signature Layouts

Managing Signature Layouts

Examples of Using Signature Layouts

 


Overview of Signature Layouts

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:

KB.E.1.2.2h.jpg

KB.E.1.2.2ab.jpg

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.

KB.E.1.2.2ac.jpg


Creating Signature Layouts

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:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Signature Layouts in the Component Library (the left-hand pane).
  2. Click New. The Signature Layout Editor window opens.
  3. Enter the Signature Layout Display Name (the name by which you will be able to find this signature layout).
    KB.E.1.2.2a.jpg
  4. Add the elements you want to include in the signature layout, including the following:
    • Text - You can type in plain text at the cursor location, then format the text using the controls at the top of the editor window.
    • Insert User Field - By clicking on this button at the bottom of the window, you can select a dynamic user field to insert as part of your Signature Layout . The inserted dynamic field , at the time of preview or email deployment, draws information from that field within a user’s/agent’s profile (the person eventually chosen as the sender of an Email)—this way, Signatures are dynamically populated by the user profile information for the different senders of the email. Examples of the types of fields that might be available in your implementation of Eloqua® are shown in the diagram below. When you have selected a field, click Insert, and repeat for additional fields as required.
      KB.E.1.2.2b.jpg
      Placeholders for the user fields appear as boxes with text in the Signature Layout (see the following diagram), and have a shaded background.
      KB.E.1.2.2c.jpg
      Note: Some user fields (link-based fields, and fields with optional labels) provide different options upon insertion, depending on the nature of the data that will be eventually populated into that area.
      • 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).

        KB.E.1.2.2d.jpg

      • 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).

        KB.E.1.2.2e.jpg
        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.

        KB.E.1.2.2f.jpg

        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.

        KB.E.1.2.2g.jpg

        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.

         

  5. 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.
    Click Cancel to return to the current Signature Layout in the Editor so that you can save your changes (click Save in the Editor).
    or
    Click OK to leave the Editor without saving your Signature Layout.

 


Deleting Signature Layouts

To delete a signature layout:

  1. From the navigation toolbar at the top of the page, select Assets > Components, then click Signature Layouts in the Component Library (the left-hand pane).
  2. Find the signature layout you want to delete in the list and select it.
  3. Click the Delete button at the top of the window.
  4. Click Delete in the confirmation window. The signature is permanently deleted from the application.

 


Managing Signature Layouts

 

To edit a signature layout:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Signature Layouts in the Component Library (the left-hand pane).
  2. Double-click on an existing signature in the list of signatures. The Edit Email Signature window opens.
  3. You can change the Name and/or the contents for the signature. When you are done, click Save. The signature layout is saved to the list of signature layouts using the new information you provided. Note that the signature layout will be shown alphabetically under the new Name (if you changed it) in the list.

 

To rename a signature layout:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Signature Layouts in the Component Library (the left-hand pane).
  2. Double-click the signature layout you want to rename and change the name in the Signature Layout Display Name field.
  3. Click the top Save button to save your changes, then click the bottom Save button to close the window.

 


Examples of Using Signature Layouts

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.

KB.E.1.2.2h.jpg

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.

KB.E.1.2.2i.jpg

Ali Siena-Oracle

Email Field Merges

Posted by Ali Siena-Oracle Feb 13, 2012

KB.E.1.2.1 Email Field Merges

 

This article includes:

Overview

Creating Field Merges

Deleting Field Merges

Managing Field Merges

Examples of Using Field Merges

 


Overview

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.

KB.E.1.1a.jpg

 


Creating Field Merges

To create a field merge:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Field Merges in the Component Library (the left-hand pane).
  2. Click New. A new, untitled field merge is added to the bottom of the list of field merges.
  3. Enter the field merge name and press Enter.
  4. Double-click the new field merge in the list. The Field Merge window opens.
    KB.E.1.1b.jpg
  5. The Name is shown in this window. If required, you can edit the name.
  6. Select the field type from which you want the merge to occur: Contact Fields or Account Fields.
  7. Find and select the name of the field for the merge in the Contact Field or Account Field drop-down list.
  8. If required, enter a Default Value that provides the data for the field if no other field data is available.
  9. When you have set these parameters, click Save. The field merge is stored in the list.

 


Deleting Field Merges

To delete a field merge:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Field Merges in the Component Library (the left-hand pane)
  2. In the list, right-click the field merge you want to delete, then click Delete in the menu.
    KB.E.1.1c.jpg
  3. Click Delete in the confirmation window that opens. (Note: If this field merge is included in another Eloqua asset, the Dependency Viewer will display, indicating that you must resolve the dependency(ies) before being able to delete the field merge.) Once all dependencies have been resolved (if applicable), the field merge is permanently deleted from the application.

 


Managing Field Merges

 

To edit a field merge:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Field Merges in the Component Library (the left-hand pane).
  2. In the list, double-click the field merge you want to edit. The Field Merge window opens.
  3. Make any changes required. For details about the changes you can make, see Creating Field Merges.
  4. Click Save when you are finished editing. Note: If you have changed the Name of the field merge, it will be in the list in alphabetical order under the new name.

 

To rename a field merge:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Field Merges in the Component Library (the left-hand pane).
  2. In the list, right-click the field merge you want to rename and select Rename.
  3. Fill in the new name for the field merge and press Enter.

 

To create a new folder in the list:

  1. From the navigation toolbar at the top of the page, select Assets > Component Library, then click Field Merges in the Component Library (the left-hand pane).
  2. In the list, right-click an existing field merge or folder and select New Folder. Note that the folder will be created at the same level as the field merge you have selected, or as a sub-folder if you chose a folder.
  3. Fill in the name for the new folder and press Enter.
  4. If you want to add any field merges to the folder, either drag-and-drop existing field merges onto the folder or select the folder and click New to create a new field merge in the folder.

 


Example of Using Field Merges

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.

KB.E.1.1d.jpg

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.

KB.E.1.1e.jpg

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.

KB.E.1.1f.jpg

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.

KB.E.1.gf.jpg

Ali Siena-Oracle

Profile Confusion

Posted by Ali Siena-Oracle Feb 9, 2012

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

Ali Siena-Oracle

Email Status Codes

Posted by Ali Siena-Oracle Feb 8, 2012

Email Status Codes

 

The following list is a breakdown of the Email Status Codes:

 

CodeDefinition
0Unsubscribed
1Subscribed
2Has not responded to subscription request
3Subscription request accepted. No emails sent
4EmailSent
5RetryEmail
6EmailError
7Bounceback
8Delay
9Discarded
10Forced Complete
11Global Unsubscribe
18Excluded from Email: Resend
19Excluded from Email: Master Exclude
20Excluded from Email: Bounceback
22Excluded from Email: Unsubscribe
23Excluded from Email: Global Exclude (eloquas master list)
25Excluded from Email: Email Group

Email Headers & Footers [KB.E.1.2.3]


This article includes:

Overview of Email Headers & Footers

Creating Headers & Footers

Editing Headers & Footers

 

Overview & Access: Headers and Footers

 

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).

KB.E.1.2a.jpg

Footer - Links to subscription management for the recipient (allowing them to subscribe or unsubscribe either to the current marketing campaign or for all Emails from your company); recipient address verification ("This message was send to: recipientA@abc.com"); a link to a Personal URL (PURL) page for the recipient or the company web page (in some cases, specifically the page for your Privacy policy); copyright/trademark information and legal disclaimers; the company address; CAN-SPAM and other regulatory compliance information; a contact link to Support or Customer Service, to view Terms of Use, or to provide Feedback.

KB.E.1.2b.jpg

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:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar. Click the Email tab.
  2. From the Tools & Content Components menu on the Function bar, click Headers or Footers to open the relevant page.
  3. On the menu next to a selected Header or Footer on the page, select Header Details or Footer Details to open the Header or Footer in the Editor.

          or

          Click New Header or New Footer at the bottom of the page. The page for the new Header or Footer opens in the Editor.

          or

          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:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar.
  2. Click the Email tab.
  3. In the Tree View, navigate to a specific Email Group . Click on the Group to open the associated page in the Task area.

              You can the Header and Footer on this page.

              or

              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.

  4. When you have made your selections, click Save to save the association.

 

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.

KB.E.1.2g.jpg

The areas defined in the Header Editor are as follows:

  • Page name - Contains the title of the page.
  • Header name - Shows the name of the Header.
  • Details - You can edit the Header Display Name and select whether or not to Auto-Generate the plain text version of the Header.
  • HTML Text Comment section - Provides control over the instructions viewed when the HTML is viewed as text. The URL at which recipients can view a copy of the email is generated automatically if No is selected, but you can change the default Viewing Instructions text before the URL. The default viewing text on selecting the No option is: “To view a web version of this email, copy this entire link into your browser:”.
  • Editor selector - In this drop-down menu, you can select whether to generate the Header in the Design Editor mode (WYSIWYG or rendered HTML, the default mode, as shown above), in the Source Editor mode (as HTML code), or in Plain Text Editor mode. Note: If you selected Yes for Auto-Generate Plain text version of header in the Details section, then the plain text is generated from the rendered or HTML version of the Header. If you select No, then when you view the Plain Text Editor, it will be blank. You can fill in the text version of the Header. Tip: If you want to generate the plain text from the rendered or HTML version, then edit it, select Yes first, then Save, then select No and Save again. When you view the Plain Text Editor, you can edit the text version independently of the HTML or rendered version.
  • Pop-out button - Click this to pop out the Interactive Preview Window and toolbars into a separate, resizable window. This is useful if you want to expand the window to the full screen to make editing easier. Tip: If you are unable to view the entire Plain Text Version of your Header/Footer, use this tool to expand the viewing area.
  • Top Toolbar - Provides access to a number of formatting tools that you can use to format content directly in the Header.
  • Interactive Preview Window - Displays the editable Header in the mode you have selected.
  • Bottom Toolbar - Shows additional editing functions for inserting objects into your Header. Note: You can insert images, hyperlinks, fields or Forms in the Area Editor or Source Editor modes, but only hyperlinks and fields in Plain Text Editor mode.
  • Save bar - Shows the Save and Save and Close buttons for saving changes to your Header, as well as the Close button for closing the window without saving (click OK in the message that appears).

 

Areas of the Eloqua Inline Footer Editor

KB.E.1.2h.jpg

The areas defined in the Footer Editor are as follows:

  • Page name - Contains the title of the page.
  • Footer name - Shows the name of the Footer.
  • Details - You can edit the Footer Display Name and select whether or not to Auto-Generate the plain text version of the Footer.
  • Editor selector - In this menu, you can select whether to generate the Footer in the Design Editor mode (WYSIWYG or rendered HTML, the default mode, as shown above), in the Source Editor mode (as HTML code), or in Plain Text Editor mode. Note: If you selected Yes for Autogenerate Plain text version of footer in the Details section, then the plain text is generated from the rendered or HTML version of the Footer. If you select No, then when you view the Plain Text Editor, it will be blank. You can fill in the text version of the Footer. Tip: If you want to generate the plain text from the rendered or HTML version, then edit it, select Yes first, then Save, then select No and Save again. When you view the Plain Text Editor, you can edit the text version independently of the HTML or rendered version.
  • Pop-out button - Click this to pop out the Interactive Preview Window and toolbars into a separate, resizable window. This is useful if you want to expand the window to the full screen to make editing easier. Tip: If you are unable to view the entire Plain Text Version of your Header/Footer, use this tool to expand the viewing area.
  • Top toolbar - Provides access to a number of formatting tools that you can use to format content directly in the Footer.
  • Interactive Preview Window - Displays the editable Footer in the mode you have selected.
  • Bottom toolbar - Shows additional editing functions for inserting objects into your Footer. Note: You can insert images, hyperlinks, fields or Forms in the Design Editor or the Source Editor, but only hyperlinks and fields in the Plain Text Editor.
  • Save Area - Shows the Save and Save and Close buttons for saving changes to your Footer, as well as the Close button for closing the window without saving (click OK in the message that appears).

 

Details of Header/Footer Editor Areas


Pop-Out Button

You can click the Pop-out button (KB.E.1.2i.jpg) 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 (KB.E.1.2j.jpg) or by dragging on the bottom right corner of the window.

KB.E.1.2k.jpg

When you close this window, the view reverts to the Header and Footer Editor where you clicked the pop-out button.

 

Notes:

  • When you pop out the window while there are unsaved changes in the Header or Footer, you will see a window telling you that changes must be saved before the window can be popped out. Click OK, then Save to save the changes. Click the Pop-out button again to proceed to the popped-out window mode.
    or
    Click OK to return to the Editor. The changes are not saved until you click the Save button.
  • The popped-out window always shows the Header or Footer in Content (WYSIWYG) mode, whether you pop it out from Source or Content mode. In addition, when you close the window, the Header or Footer is also always shown in Content mode. You can select Source Editor in the Editor drop-down list to view the source HTML code for the Header or Footer.

 

Details Area

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:

  • Yes - To automatically generate a Plain Text version of the Header or Footer from the HTML on Save for use with Plain Text Emails.
  • No - To suppress generation of the Plain Text version. To manually generate Plain Text, select Plain Text Editor (1 in the diagram below) from the drop-down list at the top of the Editor, then click Insert Plain Text Based on HTML Version (2). Warning! This replaces any existing Plain Text content. You can edit the text directly in the Preview Window (3), then click Save (4) when you are finished.

Email Marketing vol. 1_img_272.jpg

 

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.

Email Marketing vol. 1_img_273.jpg

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.

Email Marketing vol. 1_img_275.jpg

 

 

The sections of the HTML Email shown are as follows:

  1. HTML Text Comment - Your text is inserted at the top of the Email for increased visibility. Note: HTML Text Comments are not seen in the fully-rendered version of the Email.
  2. Show Email URL - Eloqua® automatically inserts the appropriate URL after your text. This URL is the Web location at which recipients may view the fully-rendered version of your Email.
  3. Email Header - This is the actual header that you have chosen to use in this Email.

 

How the text appears depends on the settings you select in the HTML Text Comment section of the Email Header Editor:

Email Marketing vol. 1_img_276.jpg

 

To configure the HTML Text Comment in the Editor:

  1. For the option Recipients Assumed to View HTML as Rendered?, select one of the following settings:
    • Yes - You are assuming that none of the recipients will receive the Email on a client that shows the HTML as text.
    • No. Additional email-viewing instructions needed… - You are assuming that at least some recipients will receive the Email on a client that shows the HTML as text. Therefore, they will need further instructions and a URL they can paste into a browser to view the Email in the intended rendered HTML format.
  2. If you choose No, a Viewing Instructions field appears with default text directing the recipient to a URL. Default text is included in this field. If you want to change the text, select and replace it in the field.

 

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.

 

Creating Email Headers & Footers

 

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:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar. Click the Email tab.
  2. From the Tools & Content Components menu, click on Headers or Footers. The Headers example is described below; the process for Footers is the same.
  3. The Email Headers page shows the list of all the current Headers in the application. To create a new Header, click New Header at the bottom of the window. The New Email Header window opens.
  4. Enter a Header Display Name and click Save. This will be the name of the Header in Eloqua®. Note: When you click Save, additional fields appear in the window and the title changes to Edit Email Header.
  5. Select whether you want to auto-generate the Plain Text version of the Email from the HTML (Yes), or whether you want to create the text version separately (No).

    Tip: If the text version is not much different than the HTML version, you may want to leave Yes selected until you finish and save the HTML version, then select No, choose Plain Text Editor from the picklist (show as Design Editor in the diagram above) to modify the text, and click Save and Close. This setting is for Headers only:
  6. Set whether you are assuming that all your recipients will be able to view the HTML version of the Email as rendered. If all recipients will be able to view rendered HTML, select Yes. If some of the recipients may receive the Email using an email client that will automatically show HTML as text, you should give them an alternative link which they can copy and paste into a browser address field. Select No, then fill in some introductory text to identify the purpose of the link. With No selected, Eloqua® automatically provides the link after the text you put in, allowing recipients to view the fully-rendered HTML page in the browser.
  7. Build the Header or Footer using the Editor tools.
    For more information about the Editor and the tools, see the following articles:
    • Overview of the Header and Footer Editors
    • Editing and Formatting Text and Images
    • Inserting Objects in Headers and Footers
  8. When you have finished building your Header or Footer, you can run the Spell Checker () to make sure that the spelling is correct.
  9. Click Save and Close.

 

Copying Email Headers and Footers

 

To copy Headers and Footers:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar. Click the Email tab.
  2. From the Tools &Content Components menu, click on Headers or Footers. The Headers example is described below; the process for Footers is the same.
  3. The Email Headers page shows the list of all the current Headers in the application. On the menu next to a selected Header, click Copy Header.
  4. In the Copy Email Header window, the default name is the original name with "Copy of" as a prefix. Enter the New Header Display Name and click Save. The copy is saved to the Tree View under the new name you provided and the Edit Email Header window opens so you can make further changes (if required).

 

Editing Headers & Footers

 

To edit existing Email Headers and Footers:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar. Click the Email tab.
  2. From the Tools & Content Components menu, click on Headers or Footers (as required).
  3. The Email Headers/Footers window displays the list of all the current Headers/Footers in the application. Click on the menu next to an existing Header/Footer name and select Edit Header/Footer.

 

For detailed information about the Editor and the tools you can use, see these topics:

 

    • Overview of Header and Footer Editor
    • Editing and Formatting Text and Images
    • Inserting Objects in Headers and Footers
  1. Make your changes and click Save.

 

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:

  • Cut - Cuts the selected text.
  • Copy - Copies the selected text (including its formatting).
  • Paste - Pastes copied text from an external document into the cursor location. The Paste menu lets you paste either plain text or formatted text.
    Plain text acquires the formatting from the field it is being pasted into. Formatted text retains the source formatting from the document it was copied from. Some word processing and other applications insert special characters in text, so the pasted formatted text may not appear identical to the text in the source document.
    Note: If you copy text in an external document, then use Ctrl + V or right-click in the field and select Paste on the menu to paste into your HTML Email, the text is pasted as formatted text. You can also copy and paste an image by copying it in another document and then right-clicking and selecting Paste in the Design (WYSIWYG) mode of the Editor..
  • Font Type - Opens a menu of different font types. When a font is chosen, highlighted text changes to the selected font type. Font types include Arial, Courier New, Georgia, Impact, Tahoma, Times New Roman, Verdana, and Wingdings.
  • Font Size - Opens a menu showing different font sizes. Once a font size is chosen, the highlighted text changes to the selected font size. Sizes are HTML Size 1 to 7.
  • Bold - Bolds the selected text.
  • Italics - Italicizes the selected text.
  • Underline - Underlines the selected text.
  • Subscript - Changes the selected text to subscript.
  • Superscript - Changes the selected text to superscript.
  • Text Color - Launches the Color Picker window. Once a color is chosen, the selected text or the word in which the cursor is located changes to the selected color.
  • Highlight Color - Launches the Color Picker window. Once a color is chosen, the selected text or the word in which the cursor is located will be highlighted with the chosen color.
  • Remove Formatting of Selected Text—This removes the following HTML from selected text or from the word in which the cursor is located: Font Type, Font Size, Bold, Italics, Underline, Subscript, Superscript, Text Color, and Highlight Color. Once effects are removed, the formatting is the default format used by the Header or Footer.
  • Justify Left - Left justifies the selection (flush with left side of area).
  • Justify Center - Center justifies the selection (centered in the area).
  • Justify Right - Right justifies the selection (flush with right side of area).
  • Justify Full - Fully justifies the selection (flush with both sides of area).
  • Ordered List - Starts a basic numbered list.
  • Bulleted List - Starts a basic bullet list and does not include the ability to change the bullet style.
  • Decrease Indent - Outdents the selected text (moves it to the left).
  • Increase Indent—Indents the selected text (moves it to the right).
  • Spell Checker—Starts the Spell Checker which goes through the text in your Header or Footer to check for typos.

 

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.

aa.png

With this toolbar you are able to perform the following functions:

 

Insert/Edit Image

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:

  1. Click in the area of the Header or Footer where you want to insert the image.
  2. Click Insert/Edit Image. The Image Selector window opens.
  3. Specify the parameter (using the By pick list), enter a search term and click Search to find a specific image or images. You can include wildcards (* to represent multiple characters, ? for a single character). Images matching the search term or all images are displayed. Or click View All to see all available images or Create New to upload a new image or multiple images. You can also access Tools > Upload Image.
  4. Navigate through the images until you find the one you want, then click the Select button associated with the image. The image appears in the Current Image section of the window.
  5. Click OK to select the Current Image, close the window, and insert the image in the 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

Insert/Edit Hyperlink—Launches the Insert Hyperlink window, allowing you to insert a link.

 

To insert a hyperlink:

  1. Put your cursor in the content area where you want to insert the hyperlink.
  2. Click the Insert/Edit Hyperlink button. The Insert Hyperlink window opens.
    Note: You can select text first to use as the link text, then click Insert/Edit Hyperlink, but in this situation, the Link Type and Text for Link fields are not shown in the Insert Hyperlink window because they have already been selected.
  3. In the Link Type picklist, select the type of hyperlink you want to insert. This can be either a Text Link or an Image Link. The type of the second field in the window depends on the selection you make here.
  4. If you have selected Text Link in the first field, then enter the Text for Link. If you selected a text snippet in the Email before clicking Insert/Edit Hyperlink, this field is populated with the text you selected.
    or
    If you have selected Image Link, click the search button ( ) in the Select Image for Link field and use the Image Selector to find an image to use for the link.
    Note: See the section above, Insert Image, for more information about finding an image.
  5. Select an action to associate with the hyperlink in the When link is clicked picklist. You can choose from the following actions:
    • Open Email in Browser—The recipient clicks this hyperlink to open the Email in a browser. This may be used if the Email does not render properly in their email client.
    • Subscribe to All—Allows the recipient to subscribe to all Email Groups by clicking a single hyperlink.
    • Unsubscribe to All—Allows the recipient to unsubscribe from all Email Groups by clicking a single hyperlink.
    • Subscribe to Email Group—Allows the recipient to subscribe to the single Email Group associated with the Email.
    • Unsubscribe from Email Group— Allows the recipient to unsubscribe from the single Email Group associated with the Email.
    • Send to Subscription Page—Redirects the recipient to a page where they can manage their subscription(s).
    • Send to Subscription List—Adds the recipient’s contact information to a Subscription List.
    • Send to Social Media Site—Lets the recipient post a selected URL (such as a blog post) to a social media site.
    • Send to Webpage—Redirects the recipient to a specific Web page.
    • Send to Hypersite / Hosted Form—Sends the recipient to a specific Hypersite™/Microsite or hosted Form for further interaction.
    • Activate a Mail-To—Opens a new email in the recipient’s email client with the To address filled in so that they can send an email to a specified email address.
    • Open an ICS Calendar File—Allows the recipient to open a calendar request so that they can add an Event directly into their electronic calendar.
  6. Set the additional options associated with some link actions (which will appear as additional fields). For example, if you select Send to Hypersite / Hosted Form as the link action, the window changes to allow you to set additional parameters as shown in the diagram below.
  7. If you selected Send to Webpage only, you will see an option to Insert as Redirect Link. This allows you to ensure that click-throughs will be tracked in Eloqua by redirecting the link through our servers for web pages that do not have Eloqua® tracking scripts included in the code.
  8. Select whether you want the link to be underlined in the Header or Footer (the standard format for links).
  9. Click Insert to insert the hyperlink in the content field and close the dialog.

 

Insert Field

Clicking Insert Field launches the Fields window.

 

To insert a field:

  1. Put your cursor in the Header or Footer where you want to insert the field.
  2. Click the Insert Field button. The Insert Field window opens.
  3. Select an existing field from the Custom Field picklist and click Insert.
    The window closes and the field is inserted in the content field where you placed the cursor.
    bb.png
    You could also select an existing field and click Edit or click New to add a new custom field.

 

Insert Form

Clicking Insert Form launches the Email Form Insertion window.

 

To insert a Form:

  1. Put your cursor in the Header or Footer where you want to insert the Form.
  2. Click Insert Form. A window opens.
  3. Select an existing Form using the Form Name picklist. You can also select a Form and Edit it or Add a new Form.
  4. Once you have selected a Form, you can select a Layout associated with the Form. This is the visual aspect of the Form. Select the Layout from the Layout Name picklist. You can also select and Edit a Layout or Add a new Layout.
  5. Select whether you want to Insert the Style Defined in the Form Layout Theme (from the Layout selected; select Yes) or use the style that has been defined in the Email to which the Header or Footer will be attached (choose No).
  6. Once you have made your selections, click Insert.
    The Form is inserted at the cursor in the Header or Footer and the window closes.

 

Deleting Email Headers and Footers

 

To delete Email Headers and Footers:

  1. From Eloqua Today, select Communicate > Email Marketing on the Navigation bar. Click the Email tab.
  2. From the Tools & Content Components menu, click on Headers or Footers (as required).
  3. The Email Header/Footer window displays the list of all the current Headers/Footers in the application. Click on the menu next to an existing Header/Footer name and select Delete Header/Footer.

 

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 article includes:
  Introduction
  API Error Table


Introduction

 

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.


API Error Table

 

Please refer to the Fix column in the following API Errors Table for more detail on how to fix specific errors:

 

ErrorDescriptionFix
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_TYPEThe 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.

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

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

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

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.


This article includes:
Adding Members to Programs
Adding Program Feeders
Managing Member Statuses


Adding Members to Programs

 

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.

KB.A.1.4a.jpg

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.

KB.A.1.4b.jpg

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).

 

Sources

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.

KB.A.1.4c.jpg

  1. Select any further restrictions (for example, a time span during which the member records were created or modified, or during which a member entered a Contact Group).
  2. Assign ownership using a specific Ownership Rule or assign ownership to the owner of the source Group or Filter.  Once you have set the parameters for choosing members, you can click Preview Members to view the list of members that will be added to the Program. Note: This option may not be available for some of the selections you set up.
  3. Click Continue. The process to add members begins. You will see a message box indicating how many members were added. Click OK to close the box.

 

For Contact Search:

    1. Set up the search terms under Choose Members. Select a field  and whether it Is/Is Not Equal to a specified value or Between a pair of  values. This is essentially a filter set on a single field value.
      KB.A.1.4d.jpg
    2. Once you have set the  parameters for choosing members, you can click Preview Members to view the list  of members that will be added to the Program. Note: This option may not  be available for some of the selections you set up.
    3. Click Continue. The process to add members begins. You will see a message box  indicating how many members were added. Click OK to close the box.

 

Upload Type:

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.

 

Program Feeders:

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.


Adding Program Feeders

 

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.

  1. In the Automatically  Recurring section (the bottom section in the dialog box), you can choose a  Program Feeder from the picklist, choose and Edit an existing Feeder, or create  a New Program Feeder. In this procedure, we will create a New Feeder as an  example, so click New.
  2. Set the parameters for  the Program Feeder:

    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.
    KB.A.1.4e.jpg

    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.
    KB.A.1.4f.jpg

    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.
    KB.A.1.4g.jpg

    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 OptionsThis 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.
        KB.A.1.4h.jpg
      • Ownership Rule to useClick  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.
  3. Once you have  selected all the settings, click Save and Close to save the Program Feeder. If  you want to enable the Feeder immediately, you can click OK in the dialog box  that opens to make the Feeder active.

    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.

 

KB.A.1.4i.jpg


Managing Member Statuses

 

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.

    1. From the Program menu on  the Task bar, select Program Management. The Program Management dialog box  opens.
    2. Select Change Program  Status (Advanced Users) is selected and click Continue.
    3. In the Change Program  Status dialog box, select the Current Step in the Program (the step that you  want to check and/or change the status setting for).
      KB.A.1.4j.jpg
  1. Select the Member Type (Contacts, Prospects, Companies, or Data Cards) from the  picklist.
  2. The Current Status is  shown. Select the New Status from the New Status picklist. The following list  shows possible step member status states:
    Action in Progress or ScheduledThe action is  currently running or is scheduled to run.

    Assigning OwnershipOwnership is currently being  assigned.

    Awaiting actionThe Action is ready to run on the  Program members.

    Awaiting Decision Rule Re-evaluationThe 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 commitAwaiting 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 BouncebackError  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 stepMember 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 AgentThe 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.

  3. Click Change Status to  change the member status in this Step of the Program. All members of the  selected Type with the selected Current Status will have the New Status  applied.

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

KB.A.1.3.0 Program Builder: Decision Rules

 

 

This article includes:
Introduction
Decision Rule Menu: Access and Creation
Decision Rules & Parameters


Introduction

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.


Decision Rule Menu: Creating and Configuring

 

 

Creating a Decision Rule

  1. In an existing step of the Program, on the menu in the step, click Edit Step Path. The Define Path from Step dialog box opens.
  2. 3d

  3. Fill in or select the following:
  • Decision Rule Name—Give the new Decision Rule a name, preferably one that clearly reflects its function. You may also put a number in front of the name if you prefer to have numbered steps in your Program.
  • Evaluate—Select the timing for the evaluation carried out by the decision step. You can set the decision rule to evaluate Immediately (with no delay when the Program is enabled and run) or choose from a wide range of options (from After 1 hour to After 1 year) in the picklist.
  • If you are inserting this Step in the middle of an existing flowchart (as opposed to in the last Step), you will see some options to control what happens to the Steps after the Decision Rule. You can choose to Continue Existing Path (connect the existing Steps to either the Yes branch (if the Rule criterion is met) or No branch (if the criterion is not met) of the Decision Rule; you will still have to set up the branch you do not select), or you can choose to Orphan Existing Path (disconnect the Steps after the Decision Rule from the Program flow). In the latter case, these Steps are retained, but are not longer part of the automated marketing Program flow and are not executed.
  • Decision Rule—Select the Type of the Rule from the left-hand window (All includes all of the available Decision Rules, and the specific types include subsets of the full list). Choose the specific Decision Rule from the right-hand window. When you choose a Rule, additional parameters that you must set appear at the bottom of the dialog box, depending on the specific Decision Rules selected. The full list of Decision Rule Types and the parameters that must be set for each is provided in the article List of Decision Rule Types and Parameters.
  1. Click Save and Close to save the decision rule and add it to the Program flow.
  2. 3e 

  3. You still need to set up the path and additional Step(s) that are not yet in place (the yellow "yield" icon indicates that the Decision Rule setup is not completed). Add a Yes path (Edit Decision Yes Path) or No path (Edit Decision No Path) to the Decision Rule from the menu. Until you finish this, the yield sign is shown next to the Decision Rule to indicate that it does not have all paths required yet to accommodate the results of the evaluation.

Configuring

All functions related to decision rules can be accessed through the decision rule menu.

1.3a

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.

1.3b

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).

1.3c

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 Rules & Parameters

Notes:

  • Decision rules for Groups and Filters will be set to the appropriate data entity (for example, Company Groups and Company Filters). If multiple data entities are selected in the Program Steps, then the default for decision rules is Contacts.
  • In the Descriptions below, an evaluation returning a value of Yes for a member routes that member down the Yes path from the decision rule, whereas an evaluation returning a value of No routes a member down the No path. In most cases, a member must meet the specified criteria to be routed down the Yes path, but in a few instances (such as Segment Membership), you have the option of controlling routing for a member meeting the criteria.

Icon Glossary:
Contact  Contacts
Prospect  Prospects
Company  Companies
Data Card  Data Cards

 

 

 

Decision Rule DescriptionApplies 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.
Activity
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.
Data
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.
Data
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.
Data
Opened  Email

Checks if the member has opened any or specified Emails within the Time Span selected.
    In the parameters, selected whether the member has opened any Email, opened Emails from a specific Email Group (Campaign; select the Email Group), or opened a Specific Email (select the Email). You must also set the number of times the member opened Emails and the specific Time Span (in days, weeks, months, or years).

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.

Activity
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
Sent  Email

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

  
  • Sent any Email—Select this if you want to test whether the member has been sent any Email from the Eloqua® application.
  • Sent any Email from Specific Agent—Select this option and click the button to search for a specific Agent.
  • Sent Email from Specific Campaign—Select this option and click the button to choose a specific Email Group. If the member was sent any Email from that Group, they meet the criteria.
  • Sent AutoTracker email—Select this option to evaluate whether the member has been sent any Email from Eloqua for Microsoft® Outlook®. This type of Email is usually sent by salespeople from their email client.
  • Sent Specific Email—Select this option and click the button to choose a particular Email.
  •  
 
Activity
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

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