SAP Marketing Cloud – Segmentation Attributes from extension data source _SAP_CF_CE_CONTACT_IA_ERP_CUST

Symptom

In SAP Marketing Segmentation you create a segmentation model using segments. Each segment reflects a segmentation rule. The count in a child segment might not consider the segmentation rules from its parent segments in the segment tree as expected. When executing an email or file export campaign, the attributes in the campaign content are not necessarily created following the segmentation rules as expected.

Environment

SAP Marketing Cloud Edition

Reproducing the Issue

1. Log on to Fiori Launchpad in Hybris Marketing
2. Open the Segmentation Models App and create a new Segmentation Model
3. Use different filters to create a segment as following, with using filters on the interaction type (IA_TYPE) and interaction date (IA_DATE) – the example has different IA_DATE attributes visible in the interactions group:
   
4. Observe different counts for similar filter values for different IA_DATE filters
   
5. When using a target group created from that segmentation model in a email or file export campaign, the campaign content is not created as expected. You might observe that there are multiple values for a certain attribute – the campaign content might not be following the segmentation rules from the segment tree.

Cause

This might be related to the following design – the design is explained based on the following example build in the Cloud Edition using the segmentation object SAP_CONTACT_ENGAGEMENT_SIN:

The segment tree is built using filter attributes from different data sources:

• ‘Interaction Date’ IA_DATE from DS SAP_CE_CONTACT_IA_ERP_CUSTOMER
  
• ‘Interaction Date’ IA_DATE from DS _SAP_CF_CE_CONTACT_IA_ERP_CUST
  

When combining different filters with attributes from different data sources, the different data sources are joined via the key of the segmentation object, the SAP_CONTACT_KEY in that case:

When using attributes from different data sources, the join of those data sources may result in different data being returned. This is the very basic design of SAP Marketing Segmentation, which is assuming/requiring that attributes which have a dependency between each other are coming from the same data source, unless the dependency is fully qualified by the segmentation object keys. In other words, the attributes can reside in different data sources if the dependency is fully qualified by the segmentation object keys. So all attributes which have more dependencies than just the segmentation object key, must reside in the same data source.

The example above is built based on the following data:

Contact	IA_TYPE	IA_DATE
1	SALES_ORDER	15.05.2018
1	APPOINTMENT	16.05.2018
2	SALES_ORDER	16.05.2018
2	APPOINTMENT	15.05.2018
3	SALES_ORDER	16.05.2018
4	APPOINTMENT	15.05.2018

Filter: IA_TYPE = SALES_ORDER and IA_DATE = 15.05.2018

If IA_TYPE and IA_DATE are on the same data source, the selection works with the logic “give me all contacts which have any interaction of type SALES_ORDER with the date 15.05.2018”. The ‘and’ is applied on interaction level. The result is contact 1 only:

If IA_TYPE and IA_DATE are on two different data sources, the selection works with the logic “give me all contacts which have any interaction of type SALES_ORDER and any interaction with the date 15.05.2018”. The ‘and’ is applied on contact level only but not on interactions level. The result is contacts 1 and 2:

The same design is valid within segmentation but also when using any target group from the segmentation model for creating content or export. The setting ‘Content and Export –
Apply segmentation rules during content determination’ in the General Settings in the Target Group Configuration, also considers this design. Detailed information about the setting is available in the online help:

General Settings for Target Groups

Resolution

This design needs to be considered when setting up the Segmentation Configuration but also when building the segment tree.

When using custom fields in Segmentation, created from the ‘Customer Fields and Logic’ app, the custom attributes are available in a generated extension data source. When looking at the example above, the standard data source SAP_CE_CONTACT_IA_ERP_CUSTOMER has the extension data source _SAP_CF_CE_CONTACT_IA_ERP_CUST generated – all standard attributes are included in the standard data source, as well as in the extension data source. It is therefore strongly recommended to hide the attributes from the standard Datasource but display the attributes from the extension Datasource in the Segmentation Configuration once extension attributes are used.

The example above is taken from the Cloud Edition using the segmentation object SAP_CONTACT_ENGAGEMENT_SIN, the same design is valid for various different Segmentation Objects in the SAP Hybris Marketing Cloud.

The Segmentation Configuration app is available in the Cloud Edition.

SAP Marketing Cloud – ‘View in Browser’ Functionality in Email Marketing Campaigns

Symptom

Trying to access a View in Browser Link from an Email which was sent few months earlier will result in a below error

Environment

• SAP Marketing Cloud Edition

Reproducing the Issue

1. Create an Email Content with View in Browser functionality
2. Execute Campaigns with the above created Email Contents
3. Try to access the View in Browser link in the Email after few months , we will notice above error page.

Cause

• Campaign which triggered the Emails should have been Ended or Stopped
• Campaigns are not stopped , but the Emails that were sent are older than 180 days

Resolution

‘View in Browser’ functionality requires the Campaign Execution details to be able to show the contents in the Browser.

As per the Campaign design, these details are removed from the system in the following scenarios.

1. When the Campaigns are Stopped
2. If the EMAIL OUTBOUND Interactions are older than 180 days.

SAP Marketing Cloud – Unable to delete emails and email templates in Content Studio

Symptom

You want to delete old emails that are not used anymore

Environment

SAP Marketing Cloud – SAP Marketing Cloud

Reproducing the Issue

1. Go to Content Studio App
2. Click on show  “All Content” on the top right-hand
3. Search old emails or e-mail templates

Resolution

1. In general all released emails or e-mail templates cannot be deleted, However there is a work-around for current editor.

2. Released content that was not used in a campaign can be set back to “In Preparation” status by opening it in the editor and pressing “Edit”. After that it can be deleted in the editor or the worklist.

• The old e-mail\template can now be deleted while the mail status has changed back to the “in preparation” status.

3. It is not possible to delete released e-mail\templates in the new ‘Lite editor’, because the feature to go back into the status “in preparation” is not yet supported.

• The only available solution would be to set the undesirable e-mail to “Outdated” status, this simply means that the e-mail is obsolete.
• You can create a filter to filtered out (exclude filter) the outdated e-mail if you do not want to see them.

Note: Restricted Users may not have the authority to edit or delete e-mail templates.

SAP Marketing Cloud – Emails not sent due to Campaign Execution Whitelist and Blacklist

Symptom

Emails from Test Send or from Campaign Execution are not sent – sending the emails fail with either one of the following error messages:

• “1 outbound request(s) have not been sent due to whitelist entries.”
• “1 outbound request(s) have not been sent due to blacklist entries.”

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

Environment

• SAP Marketing Cloud Edition
• SAP Marketing OnPremise starting with release 1709

Reproducing the Issue

1. Test send an email from either the Content Studio or from the Sender Profiles app
2. Observe that the email is not sent, instead you get one of the following errors:

• “1 outbound request(s) have not been sent due to whitelist entries.“

• “1 outbound request(s) have not been sent due to blacklist entries.“

Cause

Campaign Execution Whitelist:

• SAP Marketing Q Tenants require individual emails or email domains to be whitelisted before they can be sent.
• With the whitelist, you explicitly allow the entered recipients to get messages.

Campaign Execution Blacklist:

• Blacklisted emails or email domains are not being sent from SAP Marketing.
• With the blacklist you explicitly block recipients from getting messages

Resolution

Use the Campaign Execution Whitelist app or the Campaign Execution Blacklist app to maintain emails or email domains according to the requirement.

1. The Campaign Execution Whitelist is required for Q Tenants only.
2. The whitelist is valid only, once some entries are maintained.
3. An empty whitelist is not considered, and all mails are sent.

SAP Marketing Cloud – Campaign scheduled times changed after the daylight saving time

Problem

Your campaigns are scheduled 1 hour later after the daylight saving time.

Reproducing the Issue

1. Create a Campaign before daylight saving.
2. Check the Campaign scheduled time after the daylight saving.
3. The Campaign is scheduled at a different time.

Cause

• Time Zone of Segmentation Profile used in the Campaign is set to a different Time Zone than the Time Zone considered with the daylight saving.
• If nothing is set for Time Zone, it will take the default Time Zone(UTC-0).
• Ex. Let’s say the Campaign is scheduled at 9AM EST, which is 2PM UTC. The Segmentation Profile is set to GMT time so in the database, the start time is 2PM UTC-0. After the daylight saving in EST time, the Campaign scheduled time at 9AM EST will change to 10AM because 10AM in EST will now equal to 2PM UTC-0.

Resolution

1. Access “Segmentation Configuration” App.

2. Go to Segmentation Profile and select the corresponding Profile.

3. Edit the Profile to set the correct “Time Zone”.