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

Symptom

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.

Environment

•  SAP Marketing Cloud Edition
•  SAP Marketing On-Premise from Release 1709 SP01

Reproducing the Issue

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.

Cause

When the campaign is executed, a subscription check will run. If the campaign is not assigned to the same communication category as the email content, the email content will not be shown in the valid list.

Resolution

Please maintain the same communication category in the Campaign as defined in the email content settings.

See Also

For further details regarding Communication Categories and Limits, please check help document: Communication Categories and Limits.

SAP Cloud for Customer | C4C – Button To Create New Campaign Is Missing In C4C

Symptom

New button to create campaign is missing from Campaigns view in Sales Campaign work center.

Environment

SAP Cloud for Customer, SAP Marketing Cloud

Reproducing the Issue

1. Go to the Sales Campaign work center.

2. Go to the Campaigns view.

3. New button is missing from the top right of this OWL page.

Cause

Scoping question “Do you want to query marketing permissions and subscriptions information from an external application to your cloud solution?” is checked in the Business Configuration, as a result of which the New button is disabled.

Resolution

If you want to create new campaigns, please uncheck the question.

1. Go to the Business Configuration work center.
2. Go to the Implementation Projects view.
3. Click Edit Project Scope.
4. Go to Step 4. Questions.
5. Expand scoping element Communication and Information Exchange > Integration with External Applications and Solutions > Integration of Master Data > Business Partners.
6. Uncheck the question “Do you want to query marketing permissions and subscriptions information from an external application to your cloud solution?”.
   Please note that this will have effect on the part of the Cloud for Customer system where you show the Marketing permissions and subscription from an external application, such as SAP Marketing Cloud.

SAP Marketing Cloud – Emails for Provider SAP Digital Interconnect (DI) are not delivered

Symptom

You execute an email campaign in SAP Marketing with SAP DI as email service provider. Although there is no error returned in the execution log, and the EMAIL_OUTBOUND interaction is created properly, the emails are not delivered to the recipients.

Environment

SAP Marketing Cloud

Reproducing the Issue

1. You execute an email campaign or perform an email test send from the content studio app
2. Neither the campaign log, nor the content studio show any errors
3. You observe that the emails are not delivered

Cause

As a CSA (Certified Sender Alliance) requirement it is mandatory to have the “List-Unsubscribe” in the email header. The send request needs to follow this pattern:

“SAPnotification”: {
 …
 “configuration”: {
  “email”: {
   “senderName”:”Email Sender”,
   “replyTo”: “”,
   “replyToName”:””,
   “subject”:”=?UTF-8?B?dGVzdA==?=”,
   “headers”:[{
    “name”:”List-Unsubscribe”,
    “value”:”<http://sap.com>,<mailto:test@test.com?subject=4FDF212751CB0065B74F25A623B2C17D6F0AD923>”
   }]
  }
 }

If the “List-Unsubscribe” is not available in the email header, the email won’t be delivered.

Resolution

Make sure that a list unsubscribe email or follow-up page is maintained for the email. The list unsubscribe can be maintained the following ways:

• for the sender profile

• for the email in the email settings

See Also

For further more detailed information please refer to the SAP Marketing Cloud Online Help

Opting-Out and Unsubscribing by Email

How to use SAP Customer Data Cloud (Gigya) profile information in SAP Marketing Cloud

SAP Customer Data Cloud from Gigya is designed to help your company build better relationships with your customers through transparency and trust. The customer data management solution of SAP can help transform your business into a true customer-first enterprise, enhancing and personalizing your customers’ journeys while respecting their preferences and privacy.

SAP Customer Data Cloud consist of three pillars:

SAP Customer Identity: Identify, engage, and protect your customers

SAP Customer Consent: Be transparent, gain loyal customers, and protect your business

SAP Customer Profile: Power trusted digital experiences with first-party data

While SAP Customer Identity manages the customers and the SAP Customer Consent manages the consent, the SAP Customer Profile connects this data into various channels, including SAP Marketing Cloud.

A real powerful tool for managing profiles, consent and privacy, but how can SAP Customer Data Cloud’s first-party, permission-based user information be integrated into the SAP Marketing Cloud platform, and turn it into actionable data for segmentation, targeted real-time marketing leading to a 360 degree view of people interacting with your brand(s)?

How does it work?

For example, in your (commerce) website you get a lot of anonymous visitors who look at your products, maybe download information or put products in their shopping basket, but never iden tify themselves. With SAP Customer data cloud you have the possibility to identify those customers more easily, try to get to know them to turn them into loyal customers and even true ambassadors of your brand(s).

One option to do this is for example is via a scroll pop-up on your website to engage visitors to subscribe to your newsletter when reading a specific news article or browsing a specific product category on your website. This way you identify your -at first anonymous- visitors and save their profiles in Customer Data Cloud. This is also called Progressive Profiling.

The profile in Customer Data Cloud is saved as a Lite Registered account together with his communication preferences (permissions) and given consent (subscriptions). This will change to a Full Registered account when the customer eventually registers himself and creates an account on the website; for example after placing an order.

To push the profile data together with communication preferences and consent to SAP Marketing Cloud, an IdentitySync dataflow needs to be created in Customer Data Cloud that will extract data from CDC, rename fields and re-formats values to match the SAP Marketing Cloud format.

This data flow will call an OData API (in this case the API_MKT_CONTACT_SRV) of SAP Marketing Cloud to push the profile, communication preferences and consent data to Marketing via ETL. Within the step parameter this API is defined, together with the settings for Communication Category (Subscription) and Communication Medium (Permission).
Sending the data can be done manually, but normally this is done via a scheduled job, which runs every <nr> of minutes.

On the SAP Marketing Cloud side you create a communication system, communication user and a communication arrangement for this.

After the profile and consent data is pushed from SAP Customer Data Cloud it is available as a Contact in SAP Marketing Cloud together with the Interaction that was saved for subscribing to a newsletter.

Profiles app shows the latest interactions of contacts, in this case ‘Newsletter Subscription’.

Contacts app shows the profile information like Name, E-mail, Lite or Full Registration account, Interaction data, Origin data (Gigya) and Permission Marketing data.

Now the profile information is available in SAP Marketing Cloud you can start using it for segmentation and targeted real-time marketing.
Let’s say you want to target only your Lite Registration customers via an email campaign to arise their interest for new products.

First open the Segmentation Model and select only the Lite Registration contacts:

Second, create a Target Group of all contacts that are Lite Registration contacts and release the target group to use it in a campaign.

Now create the Email campaign with this Target Group and choose the triggers that you want to use to follow-up these contacts. This can be a phone call or a lead as a follow-up in Sales Cloud.

Curious how you can turn your visitors into loyal customers?
Feel free to contact me at rj.jansen@gmail.com

SAP Marketing Cloud – Custom Analytical Queries are no longer visible in SAP Analytics Cloud

Symptom

SAP S/4HANA custom analytical queries are no longer visible in SAP Analytics Cloud (SAC).

Reproducing the Issue

1. Use the “Custom Analytical Queries” Fiori App in SAP S/4HANA to create a Custom Analytics Query.
2. Create a Live Data Connection to SAP S/4HANA in SAP Analytics Cloud.
3. Notice that the Custom Analytics Query does not show up after the latest update.

Cause

• A new search for queries was developed
• This new stricter search was also adopted by SAC with respect to authorizations given in CDS views.

Resolution

General roles, more precisely roles like SAP_BR_ANALYTICS_SPECIALIST needed to be enhanced for the Custom Analytical Queries app. (in some other cases the role Analytics – Query Design (SAP_BCR_CA_ANA_AQD_PC) have to be enhanced)

• To see local created custom queries, please ensure that valid authorizations on authorization object SDDLVIEW have been added:

object SDDLVIEW
with values
DDLNAME = YY1_*, YY9_*
DDLSRCNAME=*
ACT = *

• About the prefixes for DDLNAME please read through our Users’ Guide.

For SAP S/4HANA Cloud or SAP Marketing Cloud please follow the steps described in the article 2710858.

Marketing Cloud Content studio – Missing language in the drop-down list when creating an email

Symptom

Only certain languages are available in the language drop down list when creating a new email or a new email template in the Content Studio App.

Environment

SAP Hybris Marketing Cloud – SAP Marketing Cloud

Reproducing the Issue

1. Open Content Studio App
2. Click Create button
3. Create new e-mail
4. Check the list of languages under Language dropdown
5. Look for and try to choose the desired language
6. The language that you are looking for is not there.

Cause

The reason for this is that the texts that describe personalization attributes, which are ID fields (such as Title ID) are only translated in the system if you can also log on to the system in the same language.

Resolution

The system is working as designed because during the creation of a new email or mail template, you can only use those languages, which are available as logon languages.

SAP Marketing Cloud – Maintain Root Certificates for Amazon SES

SAP Marketing Cloud – Maintain Root Certificates

Beginning of January 2018 Amazon has started to exchange Root Certificates and sent out corresponding mails to their customers.

If customers ignore these emails hence do not upload the new certificates various issues when trying to send E-mails via Amazon SES might occur:

1. Test send does not work
2. Start of campaign does not work
3. Check report shows errors for HTTP destination in Provider section
4. Campaign execution stops or is slow
5. Application Log shows ‘HTTP request failed’ errors like ‘SSL handschake with email.xxx.amazonaws.com or ‘ICM_HTTP_SSL_PEER_CERT_UNTRUSTED’

For more information, see Blog “Amazon SES and the Amazon Trust Services Migration” https://aws.amazon.com/blogs/ses/669-2/

Steps:

1. Go to page https://www.amazontrust.com/repository/ and download the Root Certificates there (all of them (5) via the corresponding ‘DER’ link)
2. Afterwards upload those certificates via “Maintain Certificate Trust List App” to the SAP Hybris Marketing System.
3. You are all set up now!

Any questions, please contact me!

 

SAP Marketing Cloud – Understanding the Campaign Status – ‘Deactivate & Complete’ or ‘Pause & Stop’

• In Hybris Marketing – How does the Logic of Campaign Status – ‘Deactivate & Complete’ or ‘Pause & Stop’ actually works?
• How can we retire and switch a trigger based Campaign from campaign A to B?

Reproducing the Issue

We have a trigger based Campaign A which runs with a delay of 14 days; now we need to deactivate this Campaign and start executing a new Campaign B.

How should transition Campaigns seamlessly from A to B?

1. Set up a new version of a trigger-based campaign with a delay of N days (consider N=14 days).
2. The new campaign picks up the new triggers and will send the mails after the delay.
3. The old campaign was deactivated.
4. The old campaign does not pick up new triggers anymore (Right, as per standard).
5. But the old campaign also does not keep processing the “pending” mails; so the mails that were triggered between now and 14 days ago.
6. Does this status is supposed to keep handling the delayed mails?

Cause

Starting with the release in 1705 the buttons have been renamed:

• “Deactivate” was renamed to “Pause”
• “Complete” was renamed to “Stop“

Deactivate / Pause stops the start trigger, but all follow-up actions are still processed.

Complete / Stop closes the complete campaign, no action (also no follow-up action) will be processed anymore.

Resolution

A) How it works                                                                                                                          

1. Deactivating a trigger based campaign stops the listening to triggers of the initial action of the campaign. Only follow up actions are executed nevertheless as long as the fall within the validity date range of the campaign. This is the difference to the status complete which stops all actions of a campaign completely.
2. A typical scenario for this would be an email campaign the sends a follow-up email when the recipient opens the email or clicks a link. Here you could deactivate the campaign and thus stop sending out the initial email but still process the follow-up emails.
3. For initial emails that are sent out with a delay this doesn’t work because the delayed email is not considered as a follow-up action. This doesn’t change with release 1709.

B) Example Scenario                                                                                                                   

You have a trigger based campaign that collects interactions of type NEWSLETTERREQUEST and sends emails with a delay of 14 days. Now you want to switch the process to a new campaign. For this you deactivate the old campaign and start the new one. Now the old campaign stops collecting interactions and the sending of emails while the new campaign starts to collect the interactions and will send the emails with the delay of 14 days. As a result you have a period of 14 days where the interactions get lost.

Resolution:

If you want to switch the process from campaign A to campaign B at a given point in time T you should let campaign B start at T – 14 days and end campaign A at T. During the period between T – 14 and T both campaigns will collect the same interactions. As campaign A stops at T the interactions of the last 14 days will not trigger the emails of campaign A anymore while campaign B will start to send them. So you have a seamless transition between the Campaign A to B.

C) Frequently Asked Questions                                                                                                  

Question: If I set the old campaign status “deactivated“, will it stop triggering on new interactions, but continue sending the “pending” delayed messages for the next 14 days?

• • Answer: NO (deactivating a trigger based campaign stops the listening to triggers of the initial action of the campaign. Only follow up actions are executed nevertheless as long as they fall within the validity date range of the campaign)

Question: And will the new campaign (also with 14d delay) NOT pick up those older interactions?

• • Answer: NO

SAP Marketing Cloud – Execute a Campaign with increasing size of a Target Group

In order to warm IP Address, we have to execute a Campaign with increasing size of a Target Group.Access the Segmentation Modelling App.

1. Create a Target Group with an attribute that has a date selection. For example, Interaction Date.
2. Set the Reference Date to “Fixed Date” equal to the currect date.
3. Set the Custom Period to “Next X Days”. X depends on how many days you want to perform IP address Warming.
4. Use this Target Group in a periodic Campaign that runs everyday until IP address Warming finishes.
5. The size of the Target Group will increase everyday due to the time filter extension, and as a result the Campaign will send more and more emails each day

 

SAP Marketing Cloud Segmentation – Usage of different ID Attributes

In SAP Marketing Segmentation you want to create a segment using the ‘ID’ attribute as a filter. The count of the segment is lower than expected or the IDs in the segment preview are not following the ID Origin selected.

Reproducing the Issue

1. Log on to Fiori Launchpad in SAP Marketing
2. Open the Segmentation Models App and create a new Segmentation Model
3. Use the following ID attributes as filter for creating a new segment
4. Observe different counts for similar filter values for both ID attributes

Cause

The provided Segmentation Content contains different attributes for IDs, having different business meaning.

Resolution

Make sure to use the correct ‘ID’ attribute in the underlying Segmentation Object. To find the correct attribute access the Segmentation Configuration app and navigate to the underlying Segmentation Object and the correct Data Source Alias. The example shows the Segmentation Object ‘Contacts – SAP_CONTACT_ENGAGEMENT_SIN’ from the SAP Hybris Marketing Cloud Edition.

The Segmentation Object SAP_CONTACT_ENGAGEMENT_SIN, Data Source Alias SAP_CE_CONTACT_IA_ERP_CUSTOMER provides the following attributes, both with the label ‘ID’:

• IC_ID: attribute IC_ID refers to the ID of an interaction contact – filtering on a certain IC_ID (together with the IC Origin) brings back any contact that is part of the Segmentation Profile. This attribute should be displayed in the ‘Contacts’ Group.
• ID: attribute ID refers to the Contact ID within an interaction – filtering on a certain ID brings back all contacts that have interactions created with a certain ID. This attribute should be displayed in the ‘Interactions’ Group:

Various different Segmentation Objects in the SAP Marketing Cloud Edition and On-Premise Versions will provide similar ID attributes, the approach to display the correct ID attribute within the correct group is the same independent from the Segmentation Object used.

The Segmentation Configuration app is available in the Cloud Edition and On-Premise Releases starting from 1709.

SAP Marketing Cloud Integration Flows (1805)

Underneath stated table lists all the SAP Marketing Cloud / SAP Hybris Marketing Cloud integration flows that are shipped with Cloud for Customer (C4C) / SAP Sales Cloud) CPI integration packages:

Business Object	Integration Flow Name	Release	Src Sys	Source Interface	Trgt Sys	Target Interface
Lead	Replicate Marketing Lead to SAP Hybris Marketing	C4C 15/11	C4C	LeanLeadReplicationOut	yMKT	CUAN_BUSINESS_DOCUMENT_IMP_SRV
Activity	Replicate Business Activity to SAP Hybris Marketing	C4C 15/11	C4C	ActivityReplicationToExtOut	yMKT	CUAN_BUSINESS_DOCUMENT_IMP_SRV
Lead	Confirm Lead Replication to SAP Hybris Marketing	C4C 15/11	C4C	LeadReplicationInitiated ByExternalOut	yMKT	CUAN_BUSINESS_DOCUMENT_IMP_SRV
Business Partner	Replicate Business Partner to SAP Hybris Marketing	C4C 16/02	C4C	BusinessPartnerReplication SelfInitiatedOut	yMKT	CUAN_BUSINESS_PARTNER_IMP_SRV
Business Partner	Replicate Business Partner Relationship to SAP Hybris Marketing	C4C 16/02	C4C	BusinessPartnerRelationship ReplicationSelfInitiatedOut	yMKT	CUAN_BUSINESS_PARTNER_IMP_SRV
Opportunity	Replicate Opportunity to SAP Hybris Marketing	C4C 16/02	C4C	OpportunityReplicationOut	yMKT	CUAN_BUSINESS_DOCUMENT_IMP_SRV
Activity	Confirm Business Activity Replication to SAP Hybris Marketing	C4C 16/05	C4C	ActivitiyReplicationConfirmation InitiatedByExternalOut	yMKT	CUAN_BUSINESS_DOCUMENT_IMP_SRV
Marketing Permission	Replicate Marketing Permission to SAP Hybris Marketing	C4C 17/05	C4C	MarketingPermission ReplicationOut	yMKT	CUAN_IMPORT_SRV
Buisness Attribute Management	Replicate Business Attribute Assignment to SAP Hybris Marketing	C4C 17/05	C4C	BusinessAttributeAssignment ReplicationHybrisMarketingOut	yMKT	CUAN_BUSINESS_PARTNER_IMPORT_SRV
Buisness Attribute Management	Replicate Business Attribute Set to SAP Hybris Marketing	C4C 17/05	C4C	BusinessAttributeSetReplication HybrisMarketingOut	yMKT	API_MKT_ATTRIBUTE_CATEGORY_SRV
Campaign	Request Campaign Interactions from SAP Hybris Marketing	C4C 17/08	C4C	QueryCampaignInteraction BySalesRepresentativeOut	yMKT	CUAN_CAMPAIGN_INTERACTION_SRV
Campaign	Request Marketing Permissions and Subscriptions from SAP Hybris Marketing	C4C 18/05	C4C	QueryMarketingPermissions AndSubscriptionsOut	yMKT	API_MKT_INTERACTION_CONTACT_SRV

Everything you need to know about SAP’s new CRM product: C/4HANA

SAP SE (NYSE:SAP) today fulfilled its ambition to disrupt the marketplace for customer relationship management (CRM) with the formal introduction of a new suite of applications, SAP C/4HANA, to help businesses serve and retain customers. SAP also announced the SAP HANA Data Management Suite, the industry’s first comprehensive data management solution that enables companies to turn data sprawl into business value.

The announcement was made by SAP CEO Bill McDermott at the company’s annual SAPPHIRE NOW conference.

SAP C/4HANA is an integrated offering designed to modernize the sales-only focus of legacy CRM solutions. Following the completed acquisitions of market leaders Hybris, Gigya and CallidusCloud, SAP now ties together solutions to support all front-office functions, such as consumer data protection, marketing, commerce, sales and customer service.

“SAP was the last to accept the status quo of CRM and is now the first to change it,” McDermott said. “The legacy CRM systems are all about sales; SAP C/4HANA is all about the consumer. We recognize that every part of a business needs to be focused on a single view of the consumer. When you connect all SAP applications together in an intelligent cloud suite, the demand chain directly fuels the behaviors of the supply chain.”

Building on the company’s reputation as an end-to-end business solutions provider, the new SAP C/4HANA suite will offer full integration with SAP’s business applications portfolio, led by its market-leading ERP suite, SAP S/4HANA. The combination of assets features new machine learning capabilities from SAP Leonardo, a set of intelligent technologies the company introduced last year, as well as the new SAP HANA Data Management Suite, which enables companies to gain visibility and control of their highly distributed data. The company’s overall strategy, focused on helping businesses run as intelligent enterprises, highlights the demand for a balanced approach to automation in the workplace.

Expanding its customer service solutions offerings, SAP also announced it has acquired Switzerland-based Coresystems FSM AG to improve field-service customer experience, especially in the manufacturing, energy, high-tech and telecommunications industries. Coresystems’ platform service provides real-time scheduling for customer-service requests and uses artificial intelligence-powered crowd-service technology. This  broadens the service technician pool to include company employees, freelancers and industry partners to assign the best-qualified technician to each call by taking into account expertise, location and availability of the individual service expert.

These announcements come on the heels of Europe’s new General Data Protection Regulation (GDPR), which took effect on May 25. The massive regulatory change has caused businesses to take a critical look at their legacy CRM investments.

Managing Data to Reach Customers

All systems rely on data, yet the challenge facing companies today is distributed data — data that is not just in transactional systems but scattered across products, machines and people. It is about data that must be ingested, prepared and made enterprise relevant. SAP HANA Data Management Suite enables enterprises to turn massive amounts of data — both structured and unstructured — into valuable, usable knowledge, no matter where it resides. SAP HANA Data Management Suite allows customers to maximize the potential of their data safely, simply and efficiently.

More About SAP C/4HANA

The SAP C/4HANA portfolio includes SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Customer Data Cloud (including the acquired Gigya solutions) and SAP Sales Cloud (including the acquired CallidusCloud solutions). Additionally, SAP Sales Cloud unites the SAP Hybris Revenue Cloud solution and SAP Hybris Cloud for Customer (comprised of SAP Hybris Sales Cloud and SAP Hybris Service Cloud solutions).

These cloud solutions — formerly on the market under the SAP Hybris brand name — as well as SAP’s commerce and customer engagement organization are now consolidated under the SAP Customer Experience business unit to support a consistent brand experience.

Hybris Marketing Cloud: How to prevent contacts from getting the same email from the same Campaign

You want to send Campaign Emails only once to each contact. For example, there is an Welcoming Email Campaign that runs daily (recurring campaign). The requirement is that only the New contacts get the Welcome Email.

Solution

1. Create a Campaign first without a TG. Let’s say the Campaign number is 10.
2. Create a Segmentation Model and a Dynamic Target Group. Let’s say for example, you want to send welcome emails to all Contacts in Canada. So this Dynamic Target Group has all contacts from Canada.
3. Create a Live Target Group just beneath the Dynamic TG with an additional filter “Exclude Campaign 10”. (This is why the Campaign was created first without any Target Group). IMPORTANT: Note that you can only select Campaign ID in segmentation after the campaign is released, so you first have to execute step 4 and 5 and release the campaign. After that, you can select the Campaign ID.
4. Add the Dynamic TG in the Campaign.
5. Add the Live TG in the Filter Condition of the Campaign. This allows the email is sent only to the contacts in the Live TG, which excludes all contacts that already have received an Welcome Email from CPG 10. Therefore, all the contacts that already received the email will not receive the secondary email because they won’t be present in the Live Target Group.

Improve customer engagement with Facebook advertising in Hybris Marketing Cloud

As a marketer one of your objectives can be to improve your customer engagement with Facebook advertising. What if you could select your best customers and create a target audience that is based on these customers and also represent people who show similar behavior? And what if you could deliver only relevant messages to this target audience to improve brand awareness, reach, lead generation and conversion?

Paid advertising on Facebook is one of the most immediate ways to impact the reach of your content. Most advertisers understand the real value of Facebook Advertising as a way to generate traffic and real business value. More than 42% of marketers report that Facebook is critical or important to their business.

Some figures:

• Over two billion people use Facebook and over 700 million use Instagram every month.
• Over 1.3 billion people on average log onto Facebook daily and are considered daily active users
• 1 of every 5 minutes people spend on mobile is on Facebook or Instagram.

What are Facebook ads?

Facebook ads are paid messages from businesses that are written in their voice and help reach the people who matter most to them. Advertisers create campaigns that have specific goals, which we call advertising objectives, and they create ads within those campaigns to help them reach those objectives.

For example, a business may create a campaign because they want to get more people to visit their website or webshop. When they create ads within that specific campaign, they’ll choose images, text and an audience that they think will help them get that increase in visitors.

The following objectives are available within Facebook:

• Awareness: Objectives that generate interest in your product or service
• Consideration: Objectives that get people to start thinking about your business and look for more information about it.
• Conversions: Objectives that encourage people interested in your business to purchase or use your product or service.

How to target the right people?

To target the people who are right for your business, you can use the information that is available about your customer(s), such as interests and behaviours, to choose your audience on Facebook.

In Hybris Marketing Cloud it is possible to select your best customers as a target audience and upload them to a Custom Audience in Facebook. Custom Audiences in Facebook help you find your existing customers and contacts on Facebook. Connecting with the people on Facebook who you are already connected to, can help you improve relationships and drive sales.

Furthermore, after you have created a Custom Audience in Facebook, you can also create a Lookalike Audience based on that. Lookalike Audiences helps you find people on Facebook who are similar to your customers or contacts. It uses the insights you’ve gained from your Facebook marketing and increases your chances of reaching people who might be interested in your business.

How do you setup a Facebook Campaign in Hybris Marketing Cloud?

Let’s say that you are a wintersports company that wants to do a Facebook advertising wintersale campaign on last year’s snowboard collection. For this, you have to carry out the following steps in Hybris Marketing Cloud:

1. Plan your Facebook advertising campaign
2. Build your Facebook advertising campaign by selecting your target audience and creating the Facebook ads campaign
3. Execute your Facebook advertising campaign by uploading your target audience to Facebook and creating your ad in Facebook
4. Monitor and adjust your Facebook advertising campaign to maximize results

* Prerequisite: You already own a Facebook Business Manager account with Facebook and have setup the integration between Hybris Marketing Cloud and Facebook for authentication purposes.

1. Plan your Facebook advertising campaign

Use the Hybris Marketing Cloud Marketing Calendar to plan your campaign at the right time by choosing a timeframe and filter to view which campaigns are currently active and which are planned in the future.

2. Build your Facebook advertising campaign

Select your target audience for the Facebook advertising campaign by selecting your best customers in Hybris Marketing Cloud via the Profile Dashboard.

In the Profile Dashboard you can analyze contact data to determine the interests of certain groups of contacts, the sentiments related to these interests, and the channels in which the contacts are active. You can also directly create Target Groups or Segmentation Models from within the Profile Dashboard.

Select your target audience by choosing a specific Timeframe (Q3-Q4 2017), Country (Germany), Interest (‘Snowboarding’ for our wintersale) and preferred communication channel (Social).

Now you have selected your target audience, you can create a target group. Choose the ‘Create Target Group icon on the right top of the screen to create the target group for your Facebook advertising campaign (for example ‘WINTERSALE_FB_TG’).

Choose ‘Save and Open’ to go to your created Target Group and ‘Release’ it.

Now, you want to create the Facebook Campaign in Hybris Marketing Cloud to send your selected target audience (Target Group) to Facebook as a Custom Audience. Go to the ‘Campaigns’ app, select ‘Create’ and choose ‘Facebook Campaign’ as campaign type.

Define a name and description (Wintersale Facebook Campaign) for your Facebook advertising campaign and select Facebook ads as Category. Also, select the previously created Target group ‘WINTERSALE_FB_TG’ and choose ‘Create’.

The flow-based campaign designer is opened and here it is possible to maintain general details for the Facebook advertising campaign, such as Schedule time (Immediate) and Frequency (Recurring), Media type (Social), Priority (High), Interests and Tags.

After the general settings we choose the Facebook campaign action block in the flow-based campaign designer to choose the Facebook advertiser account we want to use and our Objective for this campaign (Reach).

Choose ‘Authenticate’ to authenticate yourself with Facebook.

After a few seconds, authentication with Facebook Ads is carried out successfully.

Choose ‘Done’ to close the flow-based campaign designer.

3. Execute your Facebook advertising campaign

Choose ‘Start’ to execute the campaign and send your target audience to Facebook to create a Custom Audience for your Facebook Ads campaign.

How does this work?

Facebook users are identified by email addresses or phone numbers. Before the transfer to Facebook, data is hashed (one-way encrypted) so that personal data can not be traced. This is also in the context of the new GDPR privacy law which will be effective as from May 2018. In Facebook the hashed values are matched to known email addresses and telephone numbers and corresponding Facebook users are added to the Custom Audience.

Go to Facebook by clicking on the ‘Custom Audience on Facebook’ or ‘Campaign on Facebook’ tile in the campaign and login with your business manager account. Check if your just uploaded target audience is created as Custom Audience ‘WINTERSALE_FB_TG’ in Facebook Ads.

Within this section it is also possible to create Lookalike Audience(s) in Facebook, based on the Custom Audience.Now, we want to create our Facebook ad. Therefore go to the Ads Manager via the Facebook menu and choose ‘Use existing campaign’ to select the just created ‘Wintersale Facebook campaign’.

Within the Ad configuration, section Ad set, you choose the created Custom Audience ‘WINTERSALE_FB_TG’. If created, it is also possible to select the Lookalike Audience(s) and you can select the Location(s) to show your Facebook Ad.

Final step of Ad creation is creating the Ad which will be shown in Facebook.
It is possible to add only text or also use photo or video content. After your satisfied on how the Ad looks in the preview, you choose ‘Confirm’ to start the Facebook Advertising Campaign in Facebook.

Monitor and adjust your Facebook Advertising Campaign

While your Facebook Ad campaign is running or after it has finished, it is possible to check the success within the campaign. Therefore go to the ‘Success’ tab in the specific Facebook Advertising campaign to check the KPI’s such as: Reach, Impressions, Likes and Costs and use this information to improve the results of your campaigns.
It is also possible to view the pre-delivered Facebook campaign operational report ‘Campaign Success for Facebook’ in SAP Analytics Cloud to analyze multiple campaigns at once. This report is available via button ‘Analyze’ in Campaign app.

Enjoy creating your own Facebook Advertising campaigns in Hybris Marketing Cloud and stay tuned for more on building and executing highly effective marketing campaigns in Hybris Marketing Cloud.

What is customer profiling?

In my previous blog on ‘Data-driven marketing’ I explained the way that companies can use the available and gathered data to be able to communicate in a personal, relevant way with their customers.

In this blog I want to show you how to use the customer data in Hybris Marketing Cloud to create meaningful customer journeys and build effective marketing campaigns.

Hybris Marketing Cloud gives you the possibility to carry out you own customer profiling and customer journey mapping to build highly effective marketing campaigns.

This process consists of three steps:

1. Profiling of your customer(s)
2. Mapping the Customer Journey
3. Building & executing marketing campaigns

I want to focus on the first two steps of this process.

“A description of a customer or group of customers that includes demographic, geographic, psychographic and behavioural characteristics, as well as buying patterns, creditworthiness, and purchase history.”

Why profile your customers?

Customer profiling will help you understand your customers, highlighting who they are, what their interests are and what they want. This insight will help you to recognise your customer’s characteristics and behaviour. Having a better understanding of your customers, you will understand what they are interested in and will be able to communicate with them more effectively.
With Hybris Marketing Cloud is it possible to gather information of your customers via the interactions with your company. This can be various kinds of interaction types:

a sales order, a post in social media, a website visit, search, registration or successful check-out, email newsletter subscription or marketing leads / activity creation.
It is also possible to load interaction data into you customer profile from other systems or applications by using open interfaces (web services (OData), RFC) or file upload (CSV template).

All these Interactions with associated interaction types are stored on your customer’s fact sheet within SAP Hybris Marketing Cloud, to enrich the customer profile and build a 360° view of the customer. It gives insight in the interests and shows the level of engagement of the customer with your company.

Customer profile in Hybris Marketing Cloud

In the customer profile example below you can see that the customer is mostly engaged with the company via web (visits, searches and downloads) and e-mail (campaign) interactions which leads to a very high E-mail Engagement score and Activity score. For those interested; the E-mail Engagement score is based on ‘No. of emails sent’ and ‘Email open/click-trough rate, the Activity score is based purely on ‘No. of interactions’ with the company.

From the customer’s interactions, the interests are collected and displayed in a ‘word cloud’. Besides this information it is possible to add customer specific fields and marketing attributes to the personal data area to save other relevant data of the customer which standard is not available. This can be fields to specify the type of customer or other preferences relevant for building the customer profile. This fields can also be used in segmentation.

Finally, Permission marketing interaction data is mostly gathered via Landing Pages (web forms) in which a customer can maintain its permissions and subscriptions preferences.

The Interaction data collected via customer profiling is used to map a customer journey to understand the journey of your customers and their experiences along the way.

What is a customer journey?

“The customer journey spans a variety of touchpoints by which the customer moves from awareness to engagement and purchase. Each company should focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.” (source: Forrester Research)

Customer Journey Insight

With the Customer Journey Insight app in Hybris Marketing Cloud, you can explore the sequence of interactions performed by customers over time, using various channels, such as social media, web, and phone. It is possible to analyze interactions (by interaction types) that are gathered such as product views, opened emails, and web searches that lead to a purchase (Buy) or a cancelled shopping cart (Shopping Cart Abandonment) event.

Besides the default ‘Buy’ and ‘Shopping Cart Abandonment’ events it is also possible to create your own customer journey with a different key event. For example, if you want to know how your customer ends up registering themselves on your website.

Customer Journey Events in Hybris Marketing Cloud

The following example shows how you can build your own ‘Register’ customer journey via the Customer Journey Events app, which can be found under ‘Business Administration’.

In the Customer Journey Events app you can define a new event to use in the Customer Journey Insight app and define the interactions (interaction types) you want to use, which lead to this specific (key) event.
Start by creating a new event ‘Register’ and choose ‘Customer Journey Insight app’ as Event Usage. Next, define the different types of interactions with corresponding communication medium/channel to use in the customer journey. Save the new defined event.

Open the ‘Customer Journey Insight’ app and in the Filter area select the created ‘Register’ event as key event for the Customer Journey. Also select the interaction types -by default all interaction types are selected- and the Granularity: Channel or Interaction type.

The ‘Register’ Customer Journey is now shown according to the sequence of Interactions of customers which eventually leads to a Registration of the customer on the website.

Finally, after filtering and analyzing the different customer journeys that lead to this specific event, you can choose to create a target group for the selected customer journey or top journey path.

You can use the created target group for follow on processes such as creating (email) marketing campaigns. For instance a trigger-based campaign, in which the trigger event is ‘Website Registration’ which sents a welcome e-mail with offers and other relevant information of their registration to the newly registered customer.
Stay tuned for more on building and executing highly effective marketing campaigns in Hybris Marketing Cloud.

SAP Hybris Marketing Cloud – Mail Content cannot be selected for Campaign Action

Symptom

An email or text message created in the content studio cannot be used for a ‘send email’ or ‘send text message’ action in a campaign.

The email is not returned by the ‘select email’ or ‘select text message’ value help of the campaign action.

Environment

SAP Hybris Marketing On-Premise
SAP Hybris Marketing Cloud Edition

Reproducing the Issue

1. Log on to Fiori Launchpad in Hybris Marketing
2. Create an email or a text message in the content studio, that is planned to be used in a campaign
3. Create an email campaign and assign a target group
4. Use the ‘select email’ value help to add the email content to the email action
   
5. The email created earlier is not available
   

   

The same design might also happen for text messages when trying to use the same in a ‘send text message’ action.

Cause

To be able to use mail content and text messages for any campaign action the following requirements need to be fulfilled:

1. The email needs to be released – only released emails can be used in campaigns.
2. The marketing area of the email needs to be similar to the campaign marketing area.
3. The segmentation profile used for the personalization in the email must be the same as the segmentation profile used for the target group assigned to the campaign.

Resolution

Make sure to create the email and text message content for the correct marketing area and use the correct segmentation profile for the personalization.

How to find the segmentation profile for existing target groups?

For target groups created from segmentation you get the segmentation profile from the segment.

How to control the segmentation object for manual target groups?

For manually created static target groups the segmentation object is defaulted based on the following design:

• SAP Hybris Marketing On-Premise up to, including Release 1702The Segmentation Object is defaulted based on the following Customizing:

  SAP Hybris Marketing Segmentation Target Group Set Default Segmentation Object per Member Type

  

• SAP Hybris Marketing On-Premise for future Releases
  SAP Hybris Marketing Cloud EditionThe segmentation object for manually created target groups is defaulted in the target group configuration app available in the segmentation and campaign configurationIn the default segmentation object for individual member types the default segmentation object is defined.

  

 

See Also

Previous program errors in the onPrem version were solved with the following SAP notes:

2397644 – Assignment of email and text message content to campaigns
2446200 – Campaign allows assignment of email/text message with wrong segmentation profile

Keywords

Hybris Marketing, S/4HANA Marketing Cloud; SAP Hybris Marketing Cloud; 1708;

Segmentation; Target Group; Segmentation Profile; Content Studio; Email; Text Message; SMS; Campaign; Send Email; Send Text Message;
Segmentierung; Zielgruppe; Segmetierungs Profil; Exportdefinition; E-Mail; Text Message; Kampagne; SMS Senden; E-Mail Senden;

SAP Hybris Marketing Cloud – Restrict Sending Mails to the same E-Mail Address from a Campaign

In SAP Hybris Marketing Cloud you want to send out anonymous Emails from a Campaign. The Target Group used in
the Campaign may contain Contacts with the same Email Address. Since this is an anoymous Email you want
to make sure that every Email Address is contacted only once.

Reproducing the Issue
1. Log on to Fiori Lauchpad in Hybris Marketing Cloud
2. Create an Email Campaign for sending out anonymous Emails for a Target Group that contains different Contacts with the same Email Address

3. Release and Execute the Campaign
4. Observe that the same Email Address may be contacted multible times

Resolution
The Campaign sends out Mails to all Contacts from the assigned Target Group. The Restriction for not sending out Mails to the same Email Address needs to be modelled in Segmentation using a Reference Object.
The Reference Object can be used for the ‘Reducing Randomly’ option while Creating a new Segment.

With using a Count of ‘1’ and the Reference Object ‘Email Address’ the new Segment will contain each Email
Address only once.

Depending on the Deployment Option of the Hybris Marketing System there are the following Ways to enable
the Reference Object:

• SAP Hybris Marketing On-Premise up to, including Release 1702
  The Reference Object needs to be defined as Secondary Distinction Entity for each Segmentation Object using the following CEI_IMG Customizing:
  SAP Hybris Marketing > Segmentation > Define Secondary Distinction Entities

  

• S/4HANA Marketing Cloud Edition up to, including Release 1702
  The corresponding Configuration needs to be maintained by the Service Center
• SAP Hybris Marketing On-Premise for future Releases
• S/4HANA Marketing Cloud Edition for future Releases
  For furture Releases the Reference Object needs to be defined as Secondary Distinction Entity for each Segmentation Object using the Segmentation Configuration App:

Some Addional Information:
– The segmentation operation ‘Random Reduce with Reference Object’ is a rather expensive operation which is creating a high system load. Avoid using this operation if possible.

– The Random Operation is re-applied every time the Segmentation Model is recalculated, and/or dependent Target Groups are rebuilt, and/or dependent campaigns are executed. To ensure stable campaign execution, set a Retention Period for Target Group Rebuilds.

Hybris Marketing Content Studio: Not able to create Email Templates, Emails, Confirmations and Text Messages

The Hybris Marketing Content Studio does allow to create Landing Pages only but no Emails, Confirmations, Email Templates and Text Messages.

Reproducing the Issue

1. Log on to Fiori Launchpad in Hybris Marketing or S/4 Hana Marketing Cloud environment.
2. Open the Content Studio App.
3. There is Landing Pages Content available but no Emails, Confirmations, Email Templates, nor Text Messages.
4. Creating new Content does allow to created Langing Pages only. There is no option to create Emails, Confirmations, Email Templates, nor Text Messages.
   

Cause

There is some Campaign Communications related Configuration missing. Emails and Text Messages require a Sender Profile to be sent out – if there is no Sender Profile available in the System the option to create Email Content and Text Messages is not available.

Resolution

SAP Hybris Marketing On-Premise Installation:

1. Maintain connection to the Email or Text Message Provider in the Provider Configuration using the following Customizing path:

   SAP Hybris Marketing > Campaigns > Campaign > Define Provider Configuration

2. Create a Sender Profile for the Provider Configuration using the following Customizing path:

   SAP Hybris Marketing > Campaigns > Campaign > Define Sender Profile

For testing the configuration there is the check report CUAN_MKT_EXEC_CHECK_CONFIG available. Further information about the test report and how to handle the check result is available with the following SAP note: 2375193 – Errorhandling of campaign execution issues

S/4HANA Marketing Cloud:

1. Create Communication Arrangement for the predefined Campaign Execution Scenario for the relevant for the predefined Email or Text Message Provider. This is done in the Communication Arrangements App available in the Communication Management.

   
   The following Communication Scenarios are available in the standard Content:

   SAP_COM_0016  Marketing – Campaign Execution Amazon SES Integration (together with SAP_COM_0039  Marketing – Campaign Execution Amazon E-Mail Bounce Integration)
   SAP_COM_0040  Marketing – Campaign Execution SAP Mobile Services Email Integration
   SAP_COM_0041  Marketing – Campaign Execution SAP Mobile Services SMS Integration

2. Maintain the Access Key in the Provider Credentials for the Email and Text Message Service Provider and Maintain the Sender Profiles using the Provider Credentials App and the Sender Profiles App available in the Segmentation and Campaign Configuration.

   

How to create response e-mail templates in Hybris Marketing / S/4HANA Marketing Cloud

SAP S/4HANA Marketing Cloud allows you to design and send highly personalized, dynamic and device independent e-mails.
You can:

• Manage responsive e-mail templates to enforce layout and corporate identity.
• Design, test and upload HTML templates from external editors
• Restrict layout editing by E-Mail authors
• E-Mail Editor with text formatting, tables pictures, links etc.
• Simplified and flexible search and linking of pictures in Digital Asset Management (DAM), Web Content Management (WCMS) or Product Catalog Management (PCM) like Hybris Commerce or OpenText (only in private cloud or onpremise)
• Tracking of events like open mail, click link etc. directly in S/4HANA Marketing Cloud

The responsiveness of a mail template is controlled by an inline CSS which provides styles which determine how text, pictures and tables behave on the various mail clients and form factors.

Here you can download the source code of responsive HTML mail templates. You can use it as a starting point for building your own mail templates or just to test the responsive mailing capabilities of SAP Hybris Marketing and S/4HANA Marketing Public/Private Cloud.

• Fashion and retail template
• Sports and enteratinment template

How data-driven is your marketing department?

Marketing has evolved from creative newspaper, magazine and billboard advertising, to processes that are designed to drive customer engagement and accelerate business growth. With all the data at their hands nowadays, what is necessary to become a data-driven organisation?

“Ultimately, a data-driven marketing organisation learns to use data analytics as part of all marketing campaigns; from setting-up your campaign to post-campaign review. Within a data-driven organisation, information can move freely, is consistent across all channels and decision makers at all levels use data to better serve their customers.” (source: Forbes Insight Report) 

So what does this mean and how can your organisation use data analytics to create data-driven marketing campaigns?