CX MARKETING– CAMPAIGN GUIDE€¦ · The SAP Marketing Cloud solution acts on triggers related to customers without having contacted these customers in advance, for example, by

INTERNAL

CX MARKETING– CAMPAIGN GUIDE Best practice guidelines for marketing campaigns flows.

PLEASE NOTE: THIS IS A STANDARD FUNCTIONAL TEST GUIDE FOR END-TO-END BUSINESS SCENARIOS FOR Q SYSTEMS ONLY. SCENARIOS SHOULD BE MODIFIED BASED ON YOUR BUSINESS NEEDS.

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TableofContentsMarketing Campaigns Overview ....................................................................................................... 3

Import data ...................................................................................................................................... 3

Segmentation ................................................................................................................................... 4

Content Studio .................................................................................................................................. 4

Campaign Automation Flow ............................................................................................................. 5

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This document is designed to provide you with best practice tips and guidelines to be used when building marketing campaigns for SAP Marketing Cloud. The following scenarios are examples and should be modified based on client needs and business scenarios. The scenario provided is for trigger and a one-time campaign. The following information will also provide components for testing end-to-end scenarios such as importing test data, segmentation and target groups, campaign automation flow, and content studio.

MARKETING CAMPAIGNS OVERVIEW Campaigns: A campaign is a container that you use for various activities focused on customers, prospects, or contact persons that have been categorized into a target group. Use a campaign, for example, to prepare the launch of detailed sales promotions to increase profit margin. Additionally, you can plan and distribute the spend for your campaigns. Campaigns can be sent one at a time or sent periodically. They may also be sent automatically when a specific interaction occurs; so-called trigger-based campaigns. Trigger based campaigns: These campaigns react to triggers from your customers such as a website visit. With trigger-based campaigns, you can execute campaigns without the need of any previously defined target group. The SAP Marketing Cloud solution acts on triggers related to customers without having contacted these customers in advance, for example, by email. These campaigns react to interactions of a specific type of contact that can come from any other system. The campaign end-to-end flow, below, outlines the steps needed to create an end-to-end email campaign.

IMPORT DATA Contacts must be uploaded for testing campaigns and an Email Service Provider (ESP) provider must set up before testing in the Q-system. When testing, make sure that the contacts that should be receiving emails during the test period are included in the whitelist (please use SAP help portal in how to insert email IDs in the whitelist application). Manual upload of contacts can be done through two different FIORI apps. DATA FILE LOAD or the IMPORT DATA app. When uploading contacts and interactions, please make sure the correct origin source IDs are correlated with the appropriate interaction types.

1. Data File Load App 2. Select Contacts 3. Click “Download Example File”

a. In File: highlight first field and drag down b. Click Data tab àText to Column c. Click Delimited d. Semicolon e. Text f. Finish

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4. Upload file in .csv 5. Upload contacts

SEGMENTATION The segmentation model can be built in the SEGMENTATION app. When building a segmentation model for testing. Include contacts that are in the whitelist from the imported contacts. Filter contacts based on specific interactions/attributes for testing. You can drag and drop the filters from the left side column to ALL CONTACTS for further filtering and create set operations for more complex segmenting. An example of a segmentation model is the following:

Once the segmentation block has been created, a target group can be created by clicking the last block of the segmentation model. There will be an option for “Create Target Group.” Once the target group is created—It may not be changed. However, you may go back to the same segmentation model and create a new target group. Once the target group is created, it should be released so it can be inserted in the email campaign.

CONTENT STUDIO Click the CONTENT STUDIO app to create the email content. When creating templates in content studio, upload an html template in the Source Code tab of content studio. Please follow the html upload guide from the SAP Help Portal. Once the email is set, make sure that you have provided all the correct information in the “settings” tab before you release your email. The Sender Profile section must be aligned with the ESP sender profile for the system to release the content. Once the content is completed, you may release the email.

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CAMPAIGN AUTOMATION FLOW The last step in creating an email campaign is to set up the campaign automation flow. To create the campaign flow, go to CAMPAIGNS app in the home page. Now that all the components have been released from the steps above, the campaign flow can now be inserted with the correct target groups and email content. If you are creating a trigger campaign, make sure to insert the correct trigger that aligns with the contacts you will be testing with. Once all the components are inserted, the campaign can be released and then “started”. Once the campaign is started, it may be paused or stopped. For further analysis of the campaign, go to the Campaign Overview tab within the specific campaign.