SAP Marketing Cloud – Campaign not creating Leads or Activities in SAP Cloud for Customer (C4C)

You are using SAP Marketing Cloud integrated with Cloud for Customer. In SAP Marketing you execute a Campaign with ‘Trigger Call Qualification’ or ‘Create Appointment’ Action but not all Leads or Appointments are transferred to C4C.

For example:

1. Create a Campaign in SAP Marketing
2. Assign any Campaign Action integrated with C4C, such as ‘Trigger Call Qualification’, ‘Create Appointment’, ‘Create Task’, ‘Create Phone Call’
   
3. Execute the Campaign
4. Observe that Leads or Activities are missing in C4C

Why is this happening?
There are certain prerequisites for the Integration Scenarios from SAP Marketing Cloud to Cloud for Customer to work.
As a technical prerequisite the Communication Arrangement for Scenario SAP_COM_0017 – ‘Marketing – Presales/Sales Integration’ must be set up.

From a business process point there are the following prerequisites:

• Trigger Call Qualification

  

  The ‘Trigger Call Qualification’ action is supposed to create Leads in C4C for interaction contacts from type person.

  If the executed for an account an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT with interaction reason as WRONG_IC_TYPE_02 is created. The Campaign Performance shows the number of failed interactions in detail.
  

  The contacts in SAP Marketing need to fulfill the following prerequisites:

  • contact must not be ‘anonymous’ so the contact must have a name
  • PHONE or MOBILE ID must be available
  • marketing permissions for the PHONE or MOBILE ID must be available

    If the contact does not fulfill those prerequisites an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT is created. The interaction shows the interaction reason as PERMISSION_MISSING, PHONE_MISSING or NAME_MISSING. The Campaign Performance shows the number of failed interactions in detail.

    

• Activities (Appointment, Task, Phone Call)

  

  The different campaign actions, ‘Create Appointment’, ‘Create Task’ and ‘Create Phone Call’ are supposed to create different Activity Types in C4C. The contacts in SAP Marketing need to be created as C4C Business Partners as well, technically the contact must have an SAP_C4C_BUPA ID.

  Those campaign actions do not create Leads in C4C. If the contact is not existing in C4C an interaction from type OUTBOUND_FAILED in communication medium BUSINESS_DOCUMENT is created. The interaction shows the interaction reason as SAP_C4C_BUPA_MISSING. The Campaign Performance shows the number of failed interactions in detail.

  

• Leads

Campaign Actions triggering Leads in C4C require different contacts compared to Campaign Actions triggering Activities in C4C.

 

Resolution

To resolve the issue, define correct Target Groups for each C4C integration scenario in SAP Marketing, so that each of the target group members fulfill the required prerequisites described in the Cause section.

SAP Marketing Cloud – Email content not available in “Show valid only” list in campaign

You maintain the communication category in email content and want to select it during campaign creation process. Then you find this email content is not available in the list when choose “Show valid only” option.

For example:

1.  Create an email content with communication category.
2.  Create a campaign and navigate to select email part.
3.  Click the help pop-up and choose “Show Valid Only” option.
4.  The expected email is not available in the list.

Resolution

Please maintain the same communication category in the Campaign.

SAP Marketing Cloud – Segmentation: Date attributes displayed with wrong date format

You use the Segmentation in SAP Marketing to filter on any date attribute. The segment itself and the preview show the date in the wrong format – it is expected to display the date in format DD.MM.YYYY, instead the date is shown in format MM/DD/YYYY.

For example:

1. Access Segmentation in SAP Marketing
2. Create a segment on any date attribute, such as ‘Date of Birth’
3. Observe that both, the segment itself and the preview show the date in a wrong format

This problem is happening because the date format is taken from the date format defined in the user defaults.

Resolution

Change the date format for the affected business users in the Maintain Business Users app.

The regional settings offer different date formats:

SAP Marketing Cloud: Embedding YouTube Videos in the Content Studio does not work

As a marketer you want to embed or insert the YouTube Videos when creating your email content in the Content Studio in SAP Marketing Cloud. However, when you try to emded the iFrame with the YouTube video in the email editor, it is blocked by SAP

Reason for this is that most email clients will block these iframes too, so SAP decided to block this on the email editor a.k.a. Content Studio as well.

Email Client	Iframe displays?
AOL Webmail	No
Gmail	No
Windows Live Hotmail	No
MobileMe	No
Yahoo! Mail	No
AOL 9	No
Apple Mail 3 / 4	Yes
Entourage 2008	No
Lotus Notes 6 / 7	No
Lotus Notes 8	Yes
Outlook 2000	Yes
Outlook Express 6	Yes
Outlook XP / 2003 / 2007 / 2010	No
Thunderbird	Yes
Windows Mail	Yes
Blackberry	No
iPhone / iPad	Yes
Symbian S60	Yes
Windows Mobile 5	No
Windows Mobile 6	Yes
Android (default client)	Yes
Android (Gmail client)	No

Resolution

Use an image of the YouTube video you want to add to your email and link to the video on YouTube instead.