SAP Marketing Cloud LinkedIn integration

SAP Marketing Cloud LinkedIn integration

You can now transfer a target group to LinkedIn Campaign Manager to create a Matched Audience in LinkedIn for your LinkedIn marketing advertising campaigns. Use the Matched Audiences to reach members on the LinkedIn professional network and drive sales or customer engagement.

You use the campaign execution framework to schedule the transfer of a target group to LinkedIn Campaign Manager. You can set a recurrence for the campaign to determine how often the target group is sent to LinkedIn to refresh the Matched Audience before the end date of the campaign.

You choose the ad account for whom the audience is created and the name of the audience that you’re creating in LinkedIn.

Once the target group reaches LinkedIn, the target group members are matched with the members of LinkedIn and those contacts who are in both systems are included in the Matched Audience.
Only those members who have opted-in to marketing permissions are included in the Matched Audience.

Please note that to keep the Matched Audience in LinkedIn synchronized with the opt-in and opt-out permissions of the target group members, the campaign must remain open.
Any target group members who opt out after the transfer to LinkedIn are removed from the Matched Audience on a daily basis. The Matched Audience is no longer refreshed when the campaign in SAP Marketing Cloud has reached the end date.

LinkedIn Campaign Manager

All set? You can then create a campaign in LinkedIn to target those customers specifically on the LinkedIn platform.

Choose ‘Next’ to setup your LinkedIn Campaign which consists of the following steps

• Objective selection
• Audience
• Ad format
• Placement
• Budget & Schedule
• Conversion Tracking

Choose the Matched Audience based on the target group you selected in SAP Marketing Cloud, select the ad format, placement and budget you want to spend on your ad.
Forecasted results are shown at the right to better understand the impact and costs of your LinkedIn ad campaign.

Finally, set-up you ad and review & launch your LinkedIn ad campaign.

Please not that the LinkedIn Audience Transfer action in campaigns is only used to transfer contacts, not accounts.
Also, the campaign in SAP Marketing Cloud isn’t connected to any campaigns in LinkedIn, and therefore we don’t read back any performance data from those campaigns. The campaign performance can only be analyzed in the LinkedIn Campaign Manager overview where several performance charts are available.

SAP Marketing Cloud Integration Flows 1911 release

Following my previous post on SAP Marketing Cloud Integration Flows for previous release, please find below the up-to-date integration flows of 1911 release with SAP Cloud for Customer:

Integration	Description
Confirm Business Activity Replication to SAP Marketing	Business Activity Replication from SAP Marketing
Confirm Lead Replication to SAP Marketing	Lead Replication from SAP Marketing
Replicate Business Activity from SAP Marketing	Business Activity Replication from SAP Marketing
Replicate Business Activity to SAP Marketing	Business Activity Replication to SAP Marketing
Replicate Business Attribute Assignment to SAP Marketing	Business Attribute and Assignment Replication with SAP Marketing
Replicate Business Attribute Set to SAP Marketing	Business Attribute and Assignment Replication with SAP Marketing
Replicate Business Partner Relationship to SAP Marketing	Business Partner Replication to SAP Marketing
Replicate Business Partner to SAP Marketing	Business Partner Replication to SAP Marketing
Replicate Campaign from SAP Marketing	Campaign Replication from SAP Marketing
Replicate Lead with Business Partner Address Information from SAP Marketing	Lead Replication from SAP Marketing
Replicate Marketing Lead to SAP Marketing	Lead Replication to SAP Marketing
Replicate Marketing Permission to SAP Marketing	Marketing Permission Replication to SAP Marketing
Replicate Opportunity to SAP Marketing	Opportunity Replication to SAP Marketing
Replicate Service Ticket to SAP Marketing	Service Ticket Replication to SAP Marketing
Request Campaign Interactions from SAP Marketing	Request Campaign Interactions from SAP Marketing
Request Marketing Permissions and Subscriptions from SAP Marketing	Request Marketing Permissions and Subscriptions from SAP Marketing
Value Mapping for SAP Cloud for Customer and SAP Marketing Integration	Value Mapping for SAP Cloud for Customer and SAP Marketing Integration
Deprecated – Replicate Lead with Business Partner Address Information from SAP Marketing	Lead Replication from SAP Marketing

For more info, please check api.sap.com.

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.

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 CRM: Map Integration in Account Search Results

Planning upcoming customer meetings and associated travel is a common task in sales. Direct map integration in SAP CRM is missing, which can make this task more time-consuming. When planning upcoming sales meetings with customers, it can make sense to see if other customers are located nearby who could also be visited.

With this new functionality the account search result list in the SAP CRM WebClient UI can be switched to a map view showing the accounts on a map. From there you can navigate to the overview page of each account shown on the map. Several map providers are supported. Seeing this information on a map directly in SAP CRM can make this check very efficient.

How do you set up Map Integration in SAP CRM?

Complete the following steps to set up Map Integration in SAP CRM within Account Search Results:

1. As a prerequisite, implement the SAP Notes 2180268 and 2180269
2. Implement the correction instructions from SAP Note 2104728 or import the specified Support Package
3. Activate the business function CRM_MAP_BP to see the new functionality. The map view is implemented using SAP Visual Business 2.0
   
   1. Create a new business function with transaction SFW2.

   Business Function CRM_MAP_BP
   Short Text: Map in Business Partner Search
   Long Text: Map Integration in Business Partner Search
   Type: G
   Press button save to save it in package CRM_SFW_CC.

   2. Change business function CRM_MAP_BP with transaction SFW2.

   On tab “Switch” enter the switch CRM_MAP_BP_1, type = Activation.
   On tab “Dependencies” enter Prerequiste Bus. Function = FND_VISUAL_BUSINESS, dependency Type = Prerequisite.
   Save and activate the business function.

4. Set up map integration, and check the requirements described below.The following new customizing is now available to set up map integration:
   Customer Relationship Management –> Master Data –> Business Partner –> Search –> Map Integration.
   1. Use transaction SM30 to call view CRMV_VBMAP_APPL and make settings. By default, the CRM Account application (CRMACCOUNT) is mapped via table CRMV_BUS_APPL to the SAP Visual Business application GEOMAP_DEMO.
   2. In the Implementation Guide, go to Cross-Application Components -> Processes and Tools for Enterprise Applications – > Visual Business – > Visual Business 2.0 -> Maintain Application Definitions.Define the SAP Visual Business application GEOMAP_DEMO.
      Define and assign geocoding services (not used for CRM Account), map products, map layer stacks, and applications for SAP Visual Business.

The SAP-delivered application GEOMAP_DEMO can only be used for demo purposes. If you want to use maps in your productive system, create your own SAP Visual Business application (for example, by copying the application GEOMAP_DEMO) and adapt the settings to meet your requirements. You can either use a free map service or obtain a license from a provider that charges for maps.
Assign the new SAP Visual Business application to the CRM Account application (CRMACCOUNT) in view CRMV_VBMAP_APPL.

Requirements for Using a Map:

• You have installed the SAP Visual Business frontend software (version 2.0 or higher). You can find this in the SAP Software Download Center on SAP Service Marketplace at https://support.sap.com/swdc.
• You have activated geocoding of account addresses (see SAP Note 613647 and related notes). To display the locations of accounts on a map, geocoordinates from the account address are used.
• You have registered a geocoding program that determines the required geocoordinates. You do this in Customizing for SAP NetWeaver, under General Settings -> Set Geocoding.

Features

In the result list of an account search, a button is available that switches the list to a map view showing account locations. You can display selected accounts on the map or, if you do not select accounts, all accounts are displayed. You can see the account name by moving the mouse pointer over an account symbol. By clicking on the account symbol, you can see the account address and navigate to the account overview page.

Supported Map Providers

These are a few of the supported Map Providers already available via REST services. More to follow..

• Microsoft Bing Maps
• NAVTEQ Maps
• OpenStreet Maps