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• The only available solution would be to set the undesirable e-mail to “Outdated” status, this simply means that the e-mail is obsolete.
• You can create a filter to filtered out (exclude filter) the outdated e-mail if you do not want to see them.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

Symptom

When importing/retrieving data, the email address of the contact’s best record is not coming from the ID origin data that is defined with highest priority, but is replaced by another email address.

Please check the following steps:

1. Import contact origin data from at least 2 different sources to SAP Marketing
2. Observe that in some cases the email address for the contact’s best record is not taken from the ID origin data defined with the highest priority

   

Cause

Usually the best record creation follows the ID origin priorities, the best record is considering the data from the ID origin defined with the highest priority. In case 2 different ID origins are defined with the same priority, the latest import will be considered (technically identified via the latest ‘OriginDataLastChgUTCDateTime’). Communication data, such as email, mobile or phone IDs, however, consider marketing permissions as well. Any explicit opt-in given for a email, mobile or phone ID overrules the priority of the contact ID origin – an email ID with an explicit opt-in will be considered for the contact’s best record although it is coming from the origin data defined with a lower priority.

In addition the design might be influenced from BAdI CUAN_UPDATE_IC_ROOT ‘Update interaction contact (Best Record)’.

Resolution

To understand how the communication data was merged into the contact’s best record, check the Inspect Contact app as a first step. If the communication details are not coming from the origin data with the highest priority, also use the Contact Profile app to check the marketing permissions, using the ‘Permission Marketing’ tab.

In this case the opted-in email address will be considered for the contact’s best record.

Please refer to the online help to understand the Contact’s Best Records concept in SAP Marketing Cloud in the context of Data Stewardship.

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 – 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 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

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.