Marketing Cloud External Integrations

Transcription

1 Marketing Cloud External Integrations Salesforce, Winter Last updated: December 6, 2018

2 Copyright salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

3 CONTENTS Marketing Cloud External Integrations Marketing Cloud Connector for Microsoft Dynamics CRM Web Analytics Connector Salesforce Marketing Cloud Adobe Analytics Integration Index

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5 MARKETING CLOUD ETERNAL INTEGRATIONS Integrate Marketing Cloud with Microsoft Dynamics CRM and web analytics services using these connectors. Marketing Cloud Connector for Microsoft Dynamics CRM Learn about the Microsoft Dynamics CRM integration with Marketing Cloud. Web Analytics Connector Web analytics services such as Google, WebTrends, or Coremetric track a vast amount of website activity data, provide reports to evaluate site interaction, and suggest improvements. Use the Web Analytics Connector to extend your web analytics service to track and analyze data from your Marketing Cloud sends. Salesforce Marketing Cloud Adobe Analytics Integration The Salesforce Marketing Cloud Adobe Analytics Integration provides the ability for you to import Marketing Cloud send job details into your Adobe Analytics environment. Marketing Cloud Connector for Microsoft Dynamics CRM Learn about the Microsoft Dynamics CRM integration with Marketing Cloud. Marketing Cloud Connector for Microsoft Dynamics CRM version 2013 or newer is available for both online and on-premise. It supports three different user roles: read-only, send authority, and administrator. It is not supported on Marketing Cloud test accounts. This connector is an integration of two applications: Marketing Cloud for marketing functionality and Microsoft Dynamics CRM, version 2013 or newer, for managing your customer relationships. The integration allows you to use Marketing Cloud's advanced tools for building, sending, and tracking marketing campaigns from within your CRM. You can use either the base Marketing instance or add marketing automation and workflow functionality with the Marketing Automation package. Marketing Cloud Connector for Microsoft Dynamics CRM extends the advanced marketing capabilities of the Marketing Cloud application to Microsoft Dynamics CRM. This integration enables you to take advantage of a single data model to target and track s to the customers and prospects in your CRM. Because the data effectively resides in one place, you can see and respond to how your customers interact with your business communications. With the Connector, you can: Send an to static or dynamic marketing lists or the audience of an active campaign. Send to a dynamic marketing list or other lists based on queries using your Microsoft Dynamics CRM records. Send an using a logged-in Microsoft Dynamics CRM user, record owner, queue, or another Microsoft Dynamics CRM user. Send an message to an individual account, lead, or contact. Note: The MSCRM connector is not currently supported for EMEA customers with Marketing Cloud accounts on Stack 50. Contact your Marketing Cloud account representative for more information. Get Started Learn how to configure your Microsoft Dynamics CRM integration with Marketing Cloud. How-to Guides This section includes how-to guides that provide information on features that are not covered in other sections documenting the integration with Microsoft Dynamics CRM. 1

6 Integration Overview Dashboards View reference information for dashboards in Microsoft Dynamics CRM. Microsoft Dynamics CRM Analytics Reference information for Microsoft Dynamics CRM Analytics in Marketing Cloud. Interactions This page provides instructions for creating automations for Marketing Cloud through integration with MS Dynamics CRM. Publication Lists Learn about using publication lists in Microsoft Dynamics CRM integrations. Troubleshooting Overview Use this information to help solve issues and resume expected performance of your Microsoft Dynamics CRM integration with Marketing Cloud. SEE ALSO: Determine Your Marketing Cloud Instance Integration Overview Learn about the features offered by the Microsoft Dynamics CRM integration. The Marketing Cloud Connector for Microsoft Dynamics CRM, versions 2013 or newer, includes: Integration to Marketing Cloud marketing: Send to contacts, leads, accounts, marketing lists, and campaigns Send to Dynamics CRM Custom Entities tracking and performance for individual sends and campaigns Marketing automation with Marketing Cloud s and workflow templates Act on tracking data from Dynamics CRM through Marketing Cloud automation Landing pages enabled with Smart Capture Custom charts and dashboards New versions of MS Dynamics CRM are tested against the current version of Dynamics and validated against the two prior Update Rollup versions. The new version is also tested against the current version of Chrome, Firefox, and Internet Explorer. Note: Microsoft Dynamics CRM Online Volume: Beginning with version , there are no limits to sending and tracking. The online version was successfully tested with up to 2 million s in a single send. Outlook: Outlook is supported starting with version Microsoft Dynamics CRM 2015: We support the 2015 version of CRM starting with our Winter 2014 Release on page 56. If you are on the 2015 version or migrating to this version from Dynamics CRM 2011 or Dynamics CRM 2013, no configuration changes are required. Microsoft Dynamics CRM 2016: We support the 2016 version of CRM starting with our Winter 2014 Release on page 56. If you are on the 2016 version or migrating to this version from Dynamics CRM 2013 or 2015, no configuration changes are required. 2

7 Integration Overview Microsoft Dynamics CRM 4.0 Connector Microsoft Dynamics CRM 4.0 Connector for Marketing Cloud is no longer supported as of March 1, Microsoft announced their Mainstream Support end date for Microsoft Dynamics CRM 4.0 on April 9, If you start using Microsoft Dynamics CRM version 2011 or newer, use the Marketing Cloud Connector for Microsoft Dynamics CRM. The End of Life date for Microsoft Dynamics 4.0 Connector is scheduled for April 10, Version 4.0 to Migration Learn the differences between Microsoft Dynamics CRM versions as you consider installing a newer version. The Microsoft Dynamics CRM Connector, starting with the Microsoft Dynamics CRM 2011 version, significantly differs from the Microsoft Dynamics CRM 4.0 Connector. The 2011 connector is designed with a smaller footprint that is highly scalable and has improved performance from previous versions. The Microsoft Dynamics CRM 2011 Connector requires a new installation, not an upgrade. Speak with your Salesforce Account Representative for help transitioning from Microsoft Dynamics CRM 4.0 to 2011 or newer. Microsoft Dynamics CRM Connector 4.0 and Version Comparison Feature SmartCapture (landing pages) Support of E2.0 Dynamic owner Predefined workflow templates Resubscribe from Dynamics CRM - sync to Marketing Cloud Send to Dynamics CRM custom entities Analytics: custom charts and dashboards Workflow automation Dynamic marketing lists and marketing list counts High volume send and tracking for online deployment Automations - easily act on tracking data Self-healing process for send files Letterhead sends Dynamic send preview and test sends A/B testing CRM approval process for sends Add-on ($) and newer 3

8 Integration Overview Feature Marketing list level opt in or out using Marketing Cloud subscription center View sent template Outlook compatibility Embedded editor Profile and subscription center add-ons Localization - English, Brazilian Portuguese, German, French, Japanese and newer Smart Capture (see note) Note: Smart Capture can be used to develop a custom profile and subscription center page. Marketing Cloud Subscriber Key and Lists The subscriber key works the same between versions 4.0 and 2011 (and above). Beginning with 2011, however, subscribers are stored in the All Subscribers list. If you import lists directly into the Marketing Cloud, subscribers from both your imported and Microsoft Dynamics CRM sends are visible. Data extensions used? List containing Dynamics CRM subscribers Dynamics CRM generated key used for subscriber key Dynamics CRM subscriber key value 4.0 no hidden list yes GUID 2011 (and above) yes all subscribers list yes GUID,entity Version 4.0 Data Migration The Salesforce Marketing Cloud Connector for Microsoft Dynamics CRM 2011 and above uses new custom entities instead of the 4.0 entities. If you follow procedures to migrate from the Marketing Cloud Connector for Microsoft Dynamics CRM 4.0 to 2011 and above, Marketing Cloud data resides in your database for historical purposes. The historical data is not visible within the user interface because the Marketing Cloud sections now reference the new entities. Database scripts are available to move data from the 4.0 to 2011 entities. However, migrating Marketing Cloud data is not encouraged because Microsoft or Salesforce do not support the scripts. Keep in mind the following: Data migration scripts only work when upgrading to Microsoft Dynamics 2011 OnPrem, not Online. They do not work for Microsoft Dynamics CRM 2013 On Prem and Online. The effort to run these scripts is not included in the standard Marketing Cloud services engagement. If this data migration is required, we advise your CRM Administrator to review and execute the scripts. 4

9 Integration Overview Smart Capture Smart Capture works the same in 4.0 and 2011 (and above) with minor differences in the installation and development of Smart Capture Code. 1. A new proxy for Microsoft Dynamics CRM 2011 and above is similar to the 4.0 proxy and must be installed during the new version installation. 2. Your Smart Capture code requires a few minor changes, depending on the functionality used. These changes include: SetStateMscrmRecord function: 4.0 requires the record state to be spelled out. For example, "Inactive, Active, or Scheduled. Version 2011 (and above) accepts the integer value. For example, 1, 0, or 4. The subscriber key value is different from version 4.0. Updates may be required if you reference this value in your Smart Capture code. Activities Support for custom activity types is among the new features in Microsoft Dynamics 2011 (and above). View, report on, or analyze these custom activity types, along with the out-of-the-box CRM activities. The Salesforce Marketing Cloud Connector for Microsoft Dynamics CRM takes advantage of this feature and creates three custom activities: Send Recipient - et_sendrecipient - Custom Activity used to indicate who an was sent to. Send Response - et_response - Custom Activity that provides an overall view of the Subscriber to Send relationship. This entity stores all Event details. Link Details - et_linkdetail - Custom Activity that stores click information for one link and one subscriber. These activities are displayed in native CRM Activity forms. If you have any custom solutions that process or display activities, the Marketing Cloud custom activities only show up if those solutions support custom activity types. Microsoft did not support custom activities in Dynamics 4.0, so Marketing Cloud activities were stored in CampaignResponse records. With 2011 (and above), activities are not stored in the CampaignResponse records but, instead, use the custom Marketing Cloud activity records. Subscriber Key Management Learn the best practices for managing subscriber keys using the Microsoft Dynamics CRM integration. The subscriber key is a unique value assigned to each subscriber. This value enables the connector to identify the CRM record that is associated with the tracking data returned from Marketing Cloud. If you send from both Microsoft Dynamics CRM and Marketing Cloud, determine how to manage your subscribers. It is standard practice to only send through either the CRM or the Marketing Cloud system. Note: To send to the same subscribers from Microsoft Dynamics CRM and Marketing Cloud, implement more measures to manage your subscriptions across platforms. Subscriber Key Values Subscriber Key Enabled Disabled Microsoft Dynamics CRM Sends GUID,ENTITY_SCHEMA_NAME GUID,ENTITY_SCHEMA_NAME Lists imported directly into Marketing Cloud Client populates subscriber key address 5

10 Integration Overview Subscriber Key Illustrations When sending from Microsoft Dynamics CRM or Marketing Cloud, follow these best practices: Only send from a single system. Use consistent subscriber key settings on your Marketing Cloud accounts and business units. Do not disable the subscriber key if you have already sent s with the subscriber key enabled. Use a consistent identifier to avoid duplicate records for the same subscriber. Scrub your subscriber list against your Dynamics CRM database. Example: Sending from Microsoft Dynamics CRM only Example: Sending from Microsoft Dynamics CRM & Marketing Cloud: Subscriber Key Disabled 6

11 Technical Solution Overview Example: Sending from Microsoft Dynamics CRM & Marketing Cloud: Subscriber Key Enabled SEE ALSO: Subscriber Key in Marketing Cloud Technical Solution Overview Learn the requirements to configure and maintain the Microsoft Dynamics CRM integration. Note: Marketing Cloud cannot support outbound communication in your environment. Work with your system administrator to configure this integration. To install Marketing Cloud Connector for Microsoft Dynamics CRM: Ensure you must have administrator privileges. For on-premise deployment, ensure that you have deployment administrator privileges. You can remove the Microsoft CRM system administrator role after installation. Ensure that at least one user retains a Marketing Cloud Administrator security role and associated Marketing Cloud user account. Marketing Cloud security roles added in CRM only give access to the Marketing Cloud custom entities. All other privileges are inherited from their existing CRM roles. Ensure that async service and IIS worker processes has access to the internet. API calls are executed as the user runs the asynchronous process and requires network access to all Marketing Cloud API and FTP endpoints. Two types of synchronization are supported: CRM Controlled Sync: All requests to the Marketing Cloud are made via outbound web service calls. Marketing Cloud Controlled Sync: Both inbound and outbound requests are made via web service calls. Network Ports used for integration include: 443 (All API s calls are HTTPS) FTP (21) 7

12 Technical Solution Overview SFTP (22) If your outbound internet traffic requires use of a network proxy, make the appropriate configuration on the Microsoft CRM Web server to support the proxy. Review whitelisted IP addresses. Ensure that you restrict access to the Marketing Cloud Connector through either HTTP or HTTPS. Marketing Cloud User ID's and Passwords All Marketing Cloud authentication uses an API user setup within the Marketing Cloud account. These credentials are 256 bit encrypted and stored in Microsoft Dynamics CRM in the Marketing Cloud Configuration entity Each Marketing Cloud mapped user has an expired OAuth token generated which is used with the API credentials to impersonate the user. Many network security configurations include either proxy servers or firewalls. Ensure that your CRM Server for the Microsoft Dynamics CRM Async and CRM web servers connect to or bypass your proxy server. When configuring servers, allow access to the CRM service accounts. Microsoft Dynamics CRM Solution Footprint Learn about the entities and processes included in the Microsoft Dynamics CRM integration. Custom Entities Name Display Name Records created by Tracking Records created by Sending Description et_businessunit ExactTarget Business Unit No No Entity used to map Enterprise 2.0 Marketing Cloud business units to CRM et_exacttarget configuration ExactTarget Configuration No No Stores credentials, configuration settings, and URLs used by the integration et_chart ExactTarget Dashboard No No Entity used to display Marketing Cloud metrics in chart form within CRM et_dynamicownerrule ExactTarget Dynamic Owner Rule No No Entity used to store data as it relates to Dynamic Owner logic created within CRM et_ mapping ExactTarget Mapping No No Used to map Marketing Cloud data extensions to s et_event ExactTarget Event Yes No Stores tracking events associated with a subscriber to a send, 8

13 Technical Solution Overview Name Display Name Records created by Tracking Records created by Sending Description including bounces, sent, clicks, opens, unsubscribes et_fieldmapping ExactTarget Field Mapping No No Used to map CRM entities and fields to Marketing Cloud data extensions et_linkdetail ExactTarget Link Detail Yes No Stores click information for 1 link and 1 subscriber et_log ExactTarget Log Yes Yes Stores status updates and errors related to Marketing Cloud sends and processes et_process ExactTarget Process Yes Yes Used as a trigger to start send and tracking processes. Record only created for marketing automation sends. et_publicationlist mapping ExactTarget Publication List Mapping No No Used to map CRM marketing lists to Marketing Cloud publication lists et_response ExactTarget Response Yes No Customer activity that provides an overall view of the Subscriber to Send relationships et_send ExactTarget Send No Yes Package that stores aggregate tracking information and subscriber details et_sendentity ExactTarget Send Entity No No Configures what entities are available to be the target of a Marketing Cloud send et_sendlink ExactTarget Send Link Yes No Stores URLs associated with a Marketing Cloud send et_sendrecipient ExactTarget Send Recipient Yes Yes Custom activity used to indicate who an was sent to 9

14 Technical Solution Overview Name Display Name Records created by Tracking Records created by Sending Description et_syncsubscriber ExactTarget Sync Subscriber No Yes Entity used to relate Marketing Cloud sends with Fetchml queries. This entity is used for processing only and can be ignored. et_syncsubscriberlist ExactTarget Sync Subscriber List No Yes Entity used to Fetchml queries that are used during the send process. This entity is used for processing only and can be ignored. et_trackingimport ExactTarget Tracking Data Import No No Used to receive tracking data from Marketing Cloud et_user ExactTarget User No No Entity used to capture data specific to Marketing Cloud user mappings Processes Send Wait for Scheduled Date Process Update Tracking Process Update Tracking Aggregate Send Wait for Import Completion (2011/2013/2015 Online Only) Send Wait for Send Completion (2011/2013/2015 Online Only) Process Templates Product Update Tracking Template Logging User on Error Template System Jobs Bulk Delete: Marketing Cloud processes older than 1 month are deleted. Web Resources The Marketing Cloud Connector installs web resources which can be used to extend the Microsoft DynamicsCRM web application such as HTML files, JScript, and Silverlight applications. You can use web resources in form customizations, the SiteMap, or the application ribbon because they can be referenced by using URL syntax. 10

15 Technical Solution Overview Plugin Assemblies ExactTarget.Crm.Plugins.OnPrem.dll (2011/2013 OnPrem) ExactTarget.Crm.Plugins.OnLine.dll (2011/2013 OnLine) Note: 2011/2013/2015 Online must run in the Sandbox which imposes restrictions on resources used including, a two-minute limit on running processes. Plugin Assemblies Plugin Name Entity Action Purpose CreateEventUpdateDates Online-Async OnPrem-Sync et_event Create Updates tracking event statistics, including first and last open date, first and last click date, bounce date, unsubscribe date, and updates bulk flag for unsubscribes ExecuteExactTargetProcess Async et_process Create Executes the on-demand Request Tracking processes SendStatusChange Async et_send Create Update Perform actions as part of the send process into Marketing Cloud TrackingImport Sync et_trackingimport Create Used in Marketing Cloud controlled sync to push tracking data from Marketing Cloud into Microsoft Dynamics CRM RetrievesSyncSubscribers Sync et_syncsubscriberlist RetrieveMultiple Retrieves a specific page of Microsoft Dynamics CRM records from a predefined query SendRecipientCreate Async et_sendrecipient Create Used in the marketing automation send process to create child send records UpdatesSyncSubscribers Async et_syncsubscribers Update Used in Marketing Cloud controlled sync to notify Microsoft Dynamics CRM that the synchronization process has completed ExecuteApiRequest RetrieveMultiple-Sync Update-Async et_exacttargetapicall RetrieveMultiple Update Used to execute requests to the Marketing Cloud API to interact with Marketing Cloud application 11

16 Get Started CaptureVolumetrics Async et_exacttargetconfiguration Create Update Used to capture information related to the Marketing Cloud configuration in Microsoft Dynamics CRM StartAutomationWorkflow Sync et_interact Create Ensures that the ExactTarget Process: Schedule Automations workflow has been started when creating a new Marketing Cloud automations record SyncVolumetrics Async et_volumetrics Create Update Used to synchronize configuration and setup information from Microsoft Dynamics CRM into Marketing Cloud for support and troubleshooting. Sitemap and Ribbon Marketing Cloud subarea added to the Sitemap. Marketing Cloud section added to the Ribbon on Marketing Cloud Sendable entities and System User Form. Security Roles These roles grant access to Marketing Cloud entities. Administrator Role Administrator Role for CRM Online Access Role Access Role for CRM Online View-Only Role Do Not Allow Send to View Power User for CRM Online Power User Get Started Learn how to configure your Microsoft Dynamics CRM integration with Marketing Cloud. This section provides information to help you manage configuration settings, user mappings, security roles and field and mappings for your Marketing Cloud account integration with Microsoft Dynamics CRM 2011/2013/2015. General Configuration Settings Use this list of endpoints and settings to configure the Marketing Cloud Connector for Microsoft Dynamics CRM. User Security Roles Learn about security roles available within the Microsoft Dynamics CRM integration. 12

17 Get Started General Configuration Settings Use this list of endpoints and settings to configure the Marketing Cloud Connector for Microsoft Dynamics CRM. Connector Endpoints The endpoints vary based on the environment stack that your account resides on within Marketing Cloud. To determine the stack, open a support case through the Help and Training portal. Note: Endpoints not on this list, such as webservice.test.exacttarget.com, are not supported. The MSCRM connector is not currently supported for EMEA customers with Marketing Cloud accounts on Stack 50. Contact your Marketing Cloud account representative for more information. Stack 1 Clients Auth API: API: SOAP API: FTP Server/Path: ftp://ftp1.exacttarget.com/import/ FTP Proxy URL: Stack 4 Clients Auth API: API: SOAP API: FTP Server/Path: ftp://ftp.s4.exacttarget.com/import/ FTP Proxy URL: Stack 6 Clients Auth API: API: SOAP API: FTP Server/Path: ftp://ftp.s6.exacttarget.com/import/ FTP Proxy URL: Stack 7 Clients Auth API: API: SOAP API: FTP Server/Path: ftp://ftp.s7.exacttarget.com/import/ FTP Proxy URL: CRM Configuration Options In Marketing Cloud configuration, each option includes help and the default value. Here are a few options with more clarification. 13

18 Get Started Setting Minimum Log Level Keep File on FTP Site Remove Duplicate Subscriber Create Activities Closed Days to retain Data Extension Manage Unsubscribes Maximum Preview Height Description Info: Default value Debug: If you have issues sending or tracking messages, increase log level to Debug to get more detailed information on the error. After you obtain the information you need, set the Minimum Log Level back to Info. Debug generates many log records, so keep Debug on for a limited amount of time. Warn, Info, Error: These values do not provide much detail for troubleshooting and are not recommended. Default is deselected. If you have issues with sending, you can select this option. If this option is continuously selected, your files eventually fill the FTP directory. Deduplication on a send file always occurs through Marketing Cloud, based on the subscriber key, during the import process. If this box is selected, deduplication also occurs within the CRM, based on address. Default is selected. Deselect this option for activities to show as open. Default is 7. After the data extension expires, the View as a Web Page link in s no longer works. Based on customer use cases, most subscribers open the within seven days. By record: Unsubscribes is the only record sent to. By address per entity: Unsubscribe all records within the same entity and with the same address. By address across all entities: Unsubscribe all records within the sendable entities with the same address. Default value is 300. Increase this value to make the preview larger. Other Configuration Options Sending Configuration on page 27 Tracking Configuration on page 38 SEE ALSO: Determine Your Marketing Cloud Instance User Mapping Overview User mapping is required to access Marketing Cloud data within Microsoft Dynamics CRM or to send s through Marketing Cloud. This 1-to-1 mapping associates the Microsoft Dynamics CRM user to the Marketing Cloud user. 14

19 Get Started To create a user mapping, you must have administrator rights in both Microsoft Dynamics CRM and Marketing Cloud. Tip: When add and map users to Marketing Cloud users, confirm that they have the appropriate CRM user security roles on page 15. Create a User Mapping Create a user mapping to link your Microsoft Dynamics CRM contacts to Marketing Cloud contacts. User mapping may take several minutes to complete, so plan accordingly. Updating the Microsoft Dynamics CRM System User record results in a cascading update performed on all Microsoft Dynamics CRM Activity records owned by that user. In rare cases, the activity update impacts thousands of records and negatively impacts Microsoft Dynamics CRM system performance. Perform the user mapping after hours and suspend any workflows or plugins related to Microsoft Dynamics CRM Activities. Note: An asterisk next to a name in the Marketing Cloud User drop-down indicates that the user is already mapped. 1. Navigate to Salesforce then Configuration and select User Mapping. 2. Select up to 15 Microsoft Dynamics CRM users. 3. Click Enable Salesforce Marketing Cloud. 4. Choose the Marketing Cloud user to map to the Microsoft Dynamics CRM user. Mappings are 1:1. 5. To save the mapping, click Map. Note: The user mapping authenticates the user on Marketing Cloud and generates an OAuth token that is stored within Microsoft Dynamics CRM on the et_user record. If this OAuth token was generated, users are not prompted to enter a password when performing an activity that required Marketing Cloud access. If the OAuth token was not generated or has the wrong password, the user is prompted to enter the password when performing certain activities. User Security Roles Learn about security roles available within the Microsoft Dynamics CRM integration. You must assign a Marketing Cloud role to grant permissions to Marketing Cloud features and functions for Microsoft Dynamics CRM Users. Keep in mind: Users can only send to records they have access to. Users who are sending s need Read, Append, and Append To access for the entities they are sending to. Tracking user must have update access for Accounts, Leads, and Contacts. Marketing Cloud Security Roles Within Dynamics CRM Security Role Administrator Role Administrator Role for CRM Online Power User Power User for CRM Online Access Role Access Role for CRM Online View Only Role Do Not Allow Send to View Used with Microsoft Dynamics CRM 2011 Online 15

20 Get Started Security Role Administrator Role Administrator Role for CRM Online Power User Power User for CRM Online Access Role Access Role for CRM Online View Only Role Do Not Allow Send to View Used with Microsoft Dynamics CRM 2011 OnPrem Update configuration options View configuration options Add, Update, Delete ExactTarget User Mappings View User Mappings Add, Update, Delete Field Mappings View Field Mappings Add, Update, Delete ExactTarget Publication List Mappings View Publication List Mapping Global Resubscribe Perform Sends 16

21 Get Started Security Role Administrator Role Administrator Role for CRM Online Power User Power User for CRM Online Access Role Access Role for CRM Online View Only Role Do Not Allow Send to View View Tracking Data Add-on Role (must have another role assigned) Removes ability to Send to View Marketing Cloud User Permissions in Marketing Cloud Marketing Cloud Permission Manage Data Extension Data and Retention Policy Administrative Data Management Grant user access to web services Add Users to Account Create/View Account Setting Enabled Enabled Enabled Enabled Enabled Comments Required for the administrative user. However, users who manage sends need permission within the Marketing Cloud instance for Administration/Users/View = Allow. Required with E1.0 and L&P Marketing Cloud account types. Marketing Cloud User Permissions (Role-Based Access) in Marketing Cloud Marketing Cloud Permission (Role-based Access) Administration > Users > View > Admin > API Access > WebService API > Content > - All Permissions > Interactions > Messages > > User-Initiated - All Permissions Setting Allow Allow Allow Allow 17

22 Get Started Marketing Cloud Permission (Role-based Access) > Subscribers > Data Extensions- All Permissions Setting Allow Field and Mapping Learn how to use field and mapping in the Microsoft Dynamics CRM integration. Field Mapping This connector uses data extensions to store subscriber attributes used to personalize content. Field mapping enables you to link CRM data to the data extensions. The attributes are labeled Salesforce Marketing Cloud Field Name in the field mapping dialogs. The field name is the same name used in your content. If you use HTML to design an message, reference the field name in the AMPscript. If you use the Marketing Cloud editor and want the Marketing Cloud field name to appear in the dropdowns, add the Field Name as a Profile Attribute. Mapping Use field mappings to define data attributes to send to Marketing Cloud from Microsoft Dynamics CRM. Configure field mappings through a primary entity or a direct parent entity. Use mapping to select the field mapping for a particular . This association reduces the chances for error when another user sends a follow-up . A common use case is enabling the sales organization to send follow-up communications to their list of leads or contacts. A field mapping set enables the sales manager to ensure that the sales team sends personalized content. Note: Administrator or Access security role is required to create a field mapping. To validate role assignment, we recommend that you log out, close the browser, and log in to Microsoft Dynamics CRM. Maintain Mappings Use mappings to create automatic associations between a field mapping set in Microsoft Dynamics CRM and content within the Marketing Cloud. Associate them with sends to all entities or to individual accounts, contacts, and leads. The field mapping becomes the default for the message. SEE ALSO: Create a User Mapping Data Extensions Profile Attributes Edit Field Mapping and Add to Set Edit or add to a field mapping in the Microsoft Dynamics CRM integration. 1. Select the field mapping set from the dropdown list. 2. Click Edit. 3. Edit and save changes. 4. Select Field Mapping Set. 5. Click Add. 18

23 Get Started 6. Select the CRM Entity. 7. From CRM Related Entity, select Current Entity to map attributes from the primary entity or select a parent entity from the dropdown. 8. Choose the CRM Field Name. 9. Select the Salesforce Marketing Cloud Field Name from the field mapping set to map to the CRM field. Preview an Mapping Preview an mapping in the Microsoft Dynamics CRM integration. Preview s from the mapping window or from a send dialog box. Mapping Window 1. Navigate to Configuration and select Mapping. 2. Click the preview icon next to the field of the to preview. Send Dialog Window 1. Navigate to a Send dialog window. 2. Select an Select a Field Mapping Set. 4. Click the Preview icon next to the field of the to preview. Create an Mapping Create an mapping in Microsoft Dynamics CRM. 1. Use the Sitemap to navigate to Salesforce > Configuration > Mapping. 2. Select Add. 3. Select from the lookup icon. 4. Select the from the Look Up Salesforce Marketing Cloud window. 5. Click OK. 6. Select CRM Entities. 7. Select Field Mapping Set. Delete a Field Mapping You rarely delete a complete Field Mapping Set. Deleting a complete Field Mapping Set is a two-step process completed in Microsoft Dynamics CRM and in Marketing Cloud. Delete the Microsoft Dynamics CRM in Salesforce 1. Navigate to Salesforce > Configuration > Field Mapping. 2. Select the Field Mapping set to delete and click Field Mapping. Tip: The address field is required. Do not delete it. 19

24 Get Started 3. Click Edit. 4. Click the field to delete from the Fields column. 5. Click Remove Field and click OK. 6. Click Save. Note: To delete a Field Mapping Set, first delete all field mappings associated with that Field Mapping Set. Delete the Microsoft Dynamics CRM Field Mapping Set in Marketing Cloud 1. Navigate to Studio > Subscribers > Data Extensions. 2. Locate the Field Mapping Set to delete. 3. Click Delete. Create a Field Mapping Create a field mapping for the integration between MS Dynamics CRM and Marketing Cloud. 1. Use the Sitemap to navigate to Salesforce then Configuration and select Field Mapping. 2. Click Create a new mapping set. 3. Enter a Name for the field mapping set. 4. Enter a Description of the field mapping set. 5. Click OK. 6. Click Salesforce Marketing Cloud Fields. 7. In the new window that appears, click Add Field. 8. In the Fields section, enter the attribute to send in the data extension. Provide a name for the attribute and specify the type, length, and precision. 9. Click Add Field. 10. Save and close. Tip: Address is a required field. Ensure that it is part of the mapping set so that it is identified as a field to map in each new Field Mapping set. After you create a field mapping in Microsoft Dynamics CRM, confirmed it in Marketing Cloud and validate it against an before a send. Field Mapping validation must occur with each send. SEE ALSO: Validate an Proxy Server Guidance Learn about the requirements to set up proxy servers for the Microsoft Dynamics CRM integration. Note: This article pertains to on-premise deployments. 20

25 How-to Guides If your security configuration includes proxy servers or firewalls, ensure that the devices allow Microsoft Dynamics CRM access to Marketing Cloud to ensure proper functionality. Enable outbound traffic to Marketing Cloud from CRM asynchronous processing servers and CRM web servers. Because customer environments differ, we cannot support outbound communication. Work with your system administrator to confirm: Your CRM server for the MSCRM Async and CRM web server are configured to connect to or bypass your proxy server. This configuration includes allowing access to the CRM service accounts. Your firewalls or proxy server allows outbound traffic to Marketing Cloud. See IP Addresses for more information. If changes are required, your network administrator can confirm access and allow traffic. SEE ALSO: IP Addresses for Inclusion on Whitelists CRM Proxy Server Configuration Learn how to establish connectivity between your Microsoft Dynamics CRM servers and proxy server. Use this information to establish connectivity between your CRM servers and proxy server. Work with your system administrator or Microsoft partner for further assistance. View CRM Server Proxy Configuration documentation in the Configuring Proxy Server Settings section at Optimizing and Maintaining a Microsoft Dynamics CRM. CRM Web Server Depending on your environment, configure the server to allow traffic through the proxy at the machine.config or server s root web.config (IIS level). If your environment doesn't allow outbound traffic through the proxy, configure the proxy at the CRM Site level. Microsoft does not support modifying the proxy at the CRM site level, but it is a low-risk change. We recommend contacting Microsoft to get their approval to modify the web.config file at the site level. See Supported extension for Microsoft Dynamics 365 for more information. Set the defaultproxy at the IIS level or the CRM site level. Download the web config file and review the defaultproxy settings, or use IIS Manager to navigate to the defaultproxy Settings. defaultproxy setting values are available at <defaultproxy> Element (Network Settings). Example: Sample Proxy Settings <defaultproxy> enabled="true" usedefaultcredentials="true" <proxyusesystemdefaults="true" proxyaddress=" bypassonlocal="true" /> </defaultproxy> How-to Guides This section includes how-to guides that provide information on features that are not covered in other sections documenting the integration with Microsoft Dynamics CRM. 21

26 How-to Guides Remove Users You can remove or unmap a Microsoft Dynamics CRM integration user in one of two ways. Run Unopened Report Use Microsoft Dynamics CRM to run a report on subscribers who did not open a specified send through Marketing Cloud. Remove Users You can remove or unmap a Microsoft Dynamics CRM integration user in one of two ways. Use Advanced Find to Remove a User 1. Select Advanced Find. 2. Select ExactTarget Users from the Look for drop-down. 3. Click!. 4. Select the user to remove or unmap. 5. Click Delete. Use Configuration Settings to Remove a User 1. Navigate to ExactTarget > Configuration 2. Click User Mappings. 3. Choose the user and click the ellipsis. 4. Choose Enable ExactTarget. 5. Choose Map ExactTarget Users and select the blank entry. 6. Save. Run Unopened Report Use Microsoft Dynamics CRM to run a report on subscribers who did not open a specified send through Marketing Cloud. 1. Select Advanced Find in the CRM. 2. Select the entity. 3. Choose ExactTarget Responses (Regarding). 4. Click Select and choose First Open Date with the criteria of Does Not Contain Data. 5. Select ExactTarget Send with the criteria Equals. 6. Click Send. 7. Click!. Sandbox Environment Using a Microsoft Dynamics CRM sandbox environment, you can copy your production instance, reset default sandbox settings, and take or restore a snapshot of the sandbox. You have several options for setting up a sandbox environment. 22

27 How-to Guides Note: There are no functional differences between production and sandbox instances. The sandbox database is isolated from production and changes in a sandbox don't affect production. Option Reset Instance (RESET) Copy Instance (COPY) Full Copy Minimal Copy Administration Mode (ADMIN) Description Deletes the instance completely and reprovisions from scratch. Copies either a production or sandbox instance. Makes an exact copy of the source instance, including all application data and users. Copies only the customizations, core configuration data, and users from the source to the target. Import your custom configuration and sample data to complete the process. Even though the production and sandbox databases are isolated from each other, you may have customizations that communicate with external services. Without updates to these connections, you could inadvertently perform operations in a production service while working in a sandbox instance. To minimalize the risk of production impact, Microsoft has created a new administration mode for sandbox instance. A copy operation automatically places the target sandbox instance in administration mode, giving the admin time to make updates and resolve issues to the sandbox instance before making it live. Administration Mode: Prevents users from accessing the instance during customization. Disable Background Operations: Disables background operations, including asynchronous operations, specifically workflows, sending , Exchange sync, and Yammer. Custom Message for End Users: Customize the text displayed to end users about your maintenance of the sandbox instance and when it is enabled again. Your full copy of the production instance includes all asynchronous jobs and configuration data so your sandbox authenticates with Marketing Cloud. All scheduled or triggered sends are sent from both the production and sandbox instances. Note: If you use Marketing Cloud Controlled Sync, send and tracking requests from the sandbox are stored to update to the sandbox. The requests could cause send and tracking data to save to the incorrect instance. Best Practices Observe these best practices when creating a sandbox environment of your MSCRM integration. Consider these best practices for migrating to a sandbox environment. If no Marketing Cloud functionality or background processes are required for testing in your sandbox instance, disable Background Operations. Disabling background sends also prevents duplicate sends. If only background processes are needed, delete the Marketing Cloud Configuration record in the sandbox instance. If limited Marketing Cloud functionality is required in your sandbox instance, create a minimal copy of your production instance. Import any custom configurations and sample data required to complete the process. Delete system processes and workflows related to any Marketing Cloud entities in the sandbox instance. 23

28 Marketing Cloud s If you require a complete test instance of your Marketing Cloud integration, create a separate Marketing Cloud account. For assistance creating the account, open a ticket in the Help and Training portal. Marketing Cloud s Send messages created in Marketing Cloud via your Microsoft Dynamics CRM instance. You can send s created in Studio via your Dynamics CRM instance to the following send entities: Accounts Campaigns Contacts Leads Marketing lists Organization views Custom entities Options for these sends include the following: A single lead, contact, or account record A single or collection of several marketing lists A view including leads, contacts, and accounts A single campaign or campaign activity Note: Contacts who unsubscribe have the bulk flag set to Do Not Allow and do not receive sends. You can also specify the following elements as part of the send: Available templates, depending on permissions assigned to user conducting the send. Data extension for use in personalization of the send and data points used to drive that personalization. Available Marketing Cloud accounts from which to conduct the send, depending on permissions assigned to user conducting the send. Scheduled delivery time of s from Dynamics CRM application to Marketing Cloud. Users can access the templates and campaigns within an account based on their user permissions. This structure allows the administrator to determine who has access to the appropriate materials and to effectively distribute approved materials across several business units. Sending Configuration Customize your sending options in Microsoft Dynamics CRM using the From Options. Note: First, a Marketing Cloud administrator must create FromName and From attributes in Marketing Cloud as hidden fields. Sending (From) Options Configure standard sending options to control which options display in the From dropdown list in the Marketing Cloud Send window. Dynamically Populate From Name and Address Assign each subscriber a specific sender from whom all messages are sent. Send Using Dynamic Owner 24

29 Marketing Cloud s Designate different From Names for different types of s. Send with Send Classifications Define parameters for an job in a central location and reuse those parameters for multiple send definitions. SEE ALSO: Profile and Preference Attributes in Marketing Cloud User Configuration Sender Profile Configure your sender profile for the Microsoft Dynamics CRM integration. To send using more From Options within Microsoft Dynamics CRM, a Marketing Cloud administrative user must create FromName and From attributes in Marketing Cloud. Create these attributes as hidden fields. Send from Options These options control the sender, or from, on your s sent from Microsoft Dynamics CRM. The From Options control what options show in the From dropdown in the Marketing Cloud Send dialog window. Go to Salesforce > Salesforce Marketing Cloud Configuration > Configuration Settings to access these options. Note: Set up a default sender profile on each Marketing Cloud business unit before sending from Microsoft Dynamics CRM. If From Options is disabled, the sender is not given any options, and the is from the Marketing Cloud account default for the sender profile. If From Options is enabled, the following options appear in the dropdown in the send dialog. Option Name Me Salesforce Marketing Cloud Account Default Record Owner CRM Queue Description CRM user who is logged in. Default sender profile in Marketing Cloud. CRM record owner. When selected, all CRM Queues setup in CRM display in a second dropdown list. 25

30 Marketing Cloud s Option Name CRM User Commercial Send Classification Dynamic Owner Description When selected, all CRM users display in a second dropdown list. Only displayed if Include Send Classifications is selected in the configuration. When selected, all commercial send classifications set up in Marketing Cloud display. Set up in Marketing Cloud. SEE ALSO: Profile and Preference Attributes in Marketing Cloud Dynamically Populate From Name and Address Follow these steps to assign profile attributes containing a specific From Name and From address to each subscriber in your Microsoft Dynamics CRM instance. You can assign each subscriber a sender from which it appears s are sent. While the send process involves sending one to the subscribers, each subscriber receives an from a designated sender for a one-to-one marketing experience. Follow these steps to assign profile attributes containing a specific From Name and From address to each subscriber in your Dynamics CRM instance. Any send to that subscriber pulls the From information from those attributes and uses it when creating the message. Using this method, each subscriber appears to receive that from a specific person, even though only one send is involved in the process. 1. Log in to Marketing Cloud. 2. Go to Studio. 3. Create profile attributes called FromName and From as hidden fields. 4. Click > Admin tab. 5. Select Sender Profile under the Send Management heading. 6. Click the Default sender profile. 7. Under the Sender heading, click the Use The Specified Information radio button. 8. Replace YourDefaultFromNameHere and YourDefaultFrom AddressHere with values to display when there is no value for FromName and From . From Name field: %%= IIF(Not Empty(FromName),FromName,'YourDefaultFromNameHere') =%% From field: %%= IIF(Not Empty(From ),From ,'YourDefaultFrom AddressHere') =%% 9. Save your changes. Your default sender profile now takes the From information specified in the data extension. If no information is available, or if you send a message directly from Marketing Cloud, the send uses the default information. Note: Test your sends before conducting your final sends to ensure the sends use the correct From information. 26

31 Marketing Cloud s Send Using Dynamic Owner Configure and send s with dynamic from names and from s in Microsoft Dynamics CRM for Marketing Cloud. Designate different From Names with the Dynamic Owners feature. For example, if a company has different sales reps for the North, South, West, and East regions, they can use the Dynamic Owner From option in the send dialog to allow the North Sales Rep to appear as the sender for all contacts in the North region. Follow these steps to configure the Dynamic Owner feature: 1. Navigate to Salesforce > Salesforce Marketing Cloud Configuration > Dynamic Owner Configuration. 2. To view the existing rules, select Dynamic Owner Rule. 3. To add a Dynamic Owner Rule, click Add. 4. Enter required fields. 5. Click Save and Close. 6. Select an entity to populate the From Name and From fields. Note: Specify a Default From Name and From . Each entity has a different set of fields to use to populate the From Name and From fields. 7. Select the CRM Related Entity and CRM Field Name for the From Name. 8. Select the CRM Related Entity and CRM FieldName for the From Click Save and Close. Configure a Send Classification Configure a send classification to define parameters for an job in the Microsoft Dynamics CRM connector in a central location. Reuse those parameters for multiple send definitions. Use s send classification to define parameters for an job in a central location and reuse those parameters for multiple send definitions. 1. Using your sitemap, navigate to Salesforce > Salesforce Marketing Cloud Configuration > Configuration Settings. 2. Select the Include Send Classifications checkbox. Note: This option appears only if From Options is set to Enabled. 3. Click Save and Close. Send with Send Classifications Configure a send classification to define parameters for an job in a central location and reuse those parameters for multiple send definitions. Use a send classification to define parameters for an job in a central location and reuse those parameters for multiple send definitions. For example, an administrator creates a send classification that is used every time a catalog is sent to ensure that the send uses appropriate parameters. 1. After you select a Send Entity and click the Send Salesforce Marketing Cloud button, the send dialog opens. 2. Complete these fields. Field Mapping Set 27

32 Marketing Cloud s Subject 3. In the first From dropdown, select Commercial Send Classification. 4. In the second From dropdown, select which send classification to use from the Marketing Cloud. Note: If the field is blank, you must configure a send classification in Marketing Cloud. 5. Once you select a send classification, fill in any additional information needed and select OK to send the . Enable Non-Standard or Custom Send Entities Enable non-standard or custom entities for sending through the Microsoft Dynamics CRM integration. The Marketing Cloud Connector for Microsoft Dynamics CRM supports sending to standard entities out-of-the-box. These entities include leads, contacts, accounts, marketing lists, and campaigns. To send to other non-standard or custom entities, we provide a utility and require the following criteria for an entity to be considered sendable. address and opt in or out field must be on the entity record or the parent record (account, contact, or lead). The entity must have Activities enabled. Tracking information is stored on the entity that has the address, but the Send Recipient is generated and stored on the send entity. For this reason, the send entity must always have Activities enabled. Follow these directions to use the utility that enables send entities in your connector: 1. Download the send entities zip file. Contact your Marketing Cloud representative for the most current version of the utility. 2. Click ExactTarget.Crm.ManageSendEntities. A Compressed Folder message displays. 3. Select Extract All. You can select where to save the files. Note: If you have an on-premise instance, save and run the file from the CRM server. 4. Click and run the ExactTarget.Crm.ManageSendEntities installation file. This connection window appears. 5. Enter the information for your CRM system. Connection Type - Select the applicable deployment option for your CRM environment. Username/Password - Enter the Dynamics CRM administrator username and password. On-Premise Domain - Enter the domain information for your environment. If you are only a member of one domain in Active Directory, leave this field blank. Server - Enter your server name. Online Domain - This box is disabled and no information is entered. Server - This box is disabled and the information is populated based on the Connection Type. Organization - In Dynamics CRM 2011, click Settings > Customizations > Developer Resources. Copy the information under the Organization Unique Name heading. 6. Click Connect. The utility connects to your CRM environment, and the manage custom entities window displays. 7. Click the Add icon, and select the name of your custom entity in the Entity Logical Name drop-down menu. If the opt in or out flag is on the custom entity, select the appropriate field in the Do Not Send Field. If this entity is related to another send entity, for example Contact, leave this field blank and use the Bulk from that entity instead. Once selected, the entity name appears in the Send Entities. 28

33 Marketing Cloud s 8. Click Save. A message displays informing you that the change updated the sitemap and ribbon. 9. Click OK. 10. To see the send entity added to the sitemap, log out if you were logged in during the send entity enablement process. Log in to Microsoft Dynamics CRM, click Salesforce, and the enabled send entity displays on the sitemap under the Send Entities. Add Send Entity Fields to Marketing Cloud Mappings Add the entity fields and any related entity fields to Marketing Cloud field mappings for the Microsoft Dynamics CRM connector. Once you enable a send entity for your Microsoft Dynamics CRM instance, add the entity fields and any related entity fields to Marketing Cloud field mappings. If using the address or other fields from a related entity, include those fields in the field mapping under the CRM Related Entity. The address comes from the related Account record. The opt in and out field does not need to be mapped. The Marketing Cloud connector obtains this field from the same entity used in the address mapping. In this example, the connector does not send to any opportunities that have the Bulk from the Account entity set to Do Not Allow. 1. In your Dynamics CRM instance, click Salesforce. 2. Click Configuration. 3. Click Field Mappings. 4. Select your entity under the CRM Entity drop-down menu. 5. Select the related entity in the CRM Related Entity drop-down menu. 6. Select the CRM field name to which you wish to map the custom entity in the CRM Field Name drop-down menu. 7. Enter the name of the Marketing Cloud field to which the entities map in the Salesforce Marketing Cloud Field Name dropdown menu. 8. Click Save. CRM Data for Personalization Learn about using Microsoft Dynamics CRM data for personalization. You can use data from your primary send entity and related parent entities for personalization. 29

34 Marketing Cloud s Send Marketing Cloud s You can send Marketing Cloud s through the Microsoft Dynamics CRM to accounts, contacts, leads, static and dynamic marketing lists, and campaigns. You typically use accounts, contacts, and leads when sending to a single recipient and marketing lists and campaigns for mass s. 1. Using the sitemap, navigate to Salesforce > Send Entities. 2. Select the recipient entities, Accounts, Leads, Contacts, Marketing Lists, or Campaigns. 3. Once the selection has been made, click the Send Salesforce Marketing Cloud icon, accessed through the ellipses. 4. On the send dialog window, select the Marketing Cloud Business Unit. This field displays for integrated Enterprise 2.0 account types. This field is likely pre-selected and disabled. 5. Search for the from the Look Up Salesforce Marketing Cloud list. 6. To preview the selected , click the envelope. The preview size can be adjusted on the Marketing Cloud configuration page. 7. Choose a Field Mapping Set. Only field mappings that include the entity being sent to display in the dropdown. For example, a field mapping for a lead would not show if you were sending to a contact. This mapping is automatically selected if there is only 1 field mapping set identified. 8. If personalization is needed in the subject or the preheader, select the personalization from the dropdown. Note: Before selecting the personalization, place a comma between the personalization and subject in the subject or preheader field where you want the personalization to appear. 9. Select the sender in the From dropdown box. Note: If the From Options field in Marketing Cloud configuration is set to Disabled, then the Marketing Cloud account default is the only option. Me - Marketing Cloud uses the name and address of the user logged in to Microsoft Dynamics CRM. Salesforce Marketing Cloud Account Default - Marketing Cloud uses the name and address previously created in Marketing Cloud under Account Settings. Record Owner - Marketing Cloud uses the name and address of the owner of the account, contact, or lead for each . CRM Queue - Marketing Cloud uses the name and address of a distribution group that you previously created in Microsoft Dynamics CRM. If you select this value, you must specify the distribution group to use. CRM User - Marketing Cloud uses the name and address of a user that you previously created in Microsoft Dynamics CRM. If you select this value, you must specify the Microsoft Dynamics CRM user to use. 10. Select the Salesforce Marketing Cloud Publication List to associate with the send, if applicable. The selected recipients display. 11. If the selected recipients are to marketing lists or campaigns, select Verify Recipient Count to confirm the number of selected recipients. 12. Choose the campaign from the Campaign Look Up List if needed. 13. Choose to send immediately or schedule a later delivery data and time. 14. If Send Approval Process is enabled in your configuration, you must select a Requested Approver. 15. If individual tracking is desired for the , select Return individual tracking results as Salesforce Marketing Cloud Responses. Note: The client configuration determines if this box is displayed. 16. To ensure that the is valid against the sendable data extension, select Validate. 30

35 Marketing Cloud s 17. Click OK. Marketing Lists Use marketing lists to create static or dynamic lists of Accounts, Contacts, or Leads to which to send marketing messages in the Microsoft Dynamics CRM connector. 1. Create Marketing Lists in Microsoft Dynamics CRM Create static or dynamic Marketing Lists in Microsoft Dynamics CRM connector. 2. Add Members to a Static Marketing List Add members to a static marketing list in the Microsoft Dynamics CRM connector. 3. Add Members to a Dynamic Marketing List Add members using conditional queries to a Microsoft Dynamics CRM marketing list. Create Marketing Lists in Microsoft Dynamics CRM Create static or dynamic Marketing Lists in Microsoft Dynamics CRM connector. 1. Using the Sitemap, navigate to Salesforce > Send EntitiesMarketing Lists. 2. Click New. 3. Enter the name of your list. 4. Select the Member Type. 5. Select the type of Marketing List you want. Static: Lets you manually assign recipients to your marketing list. Dynamic: Uses a predetermined set of criteria to determine which subscribers receive the message sent to that marketing list. Subscribers can join or leave the list depending on their attributes. Note: If you select Dynamic, the Locked option is automatically set to No. 6. Enter the purpose, source, currency value, and cost of the list if needed. 7. For static lists only, select whether you want the list to be locked. Locking the list prevents users from managing the list. 8. Select the owner of the list. 9. Click Save. Once you save the list, add members by clicking Manage Members. Add Members to a Static Marketing List Add members to a static marketing list in the Microsoft Dynamics CRM connector. 1. Using the Sitemap, navigate to Salesforce > Send Entities > Marketing Lists. 2. Select the Marketing List that you want to add members to. 3. Select Manage Members. 4. Select how you wish to add members to your list: 5. To use Lookup to add members: 31

36 Marketing Cloud s a. Choose Members. b. Click Add. c. Click OK.. 6. To use Advanced Find to add members: a. To locate members, enter search criteria. b. Click Find. c. To select only specific members, click Add only the selected members to the marketing list, then select your list's members. d. To select all members based on the criteria, click Add all the members returned by the search to the marketing list. e. To add these members, select Add to Marketing List. 7. To revise the query, click Back to Query and repeat these steps. Add Members to a Dynamic Marketing List Add members using conditional queries to a Microsoft Dynamics CRM marketing list. 1. Select Manage Members. 2. Add criteria to your query by clicking Select and adding an attribute. 3. In the second drop-down menu, select your operator. 4. Select Enter Value and enter the value for your query. 5. Add more conditions and group them using Group AND or Group OR. 6. To see what contacts the conditions apply to, click Find to display what entries match your query. 7. To save your changes click Use Query. Send Status Reasons You can view Send Status Reasons within your Microsoft Dynamics CRM Instance. Use the sitemap to navigate to Salesforce and select Sends. The following table provides details about status reasons. Send Status Creating Recipients Scheduled Active Retrieving Recipients Importing Recipients Description Send recipients are being added to Marketing Cloud. Send is scheduled. If the send is not a Marketing Automation Send, this state represents a send that has been created, but is not yet being processed. If the send is a Marketing Automation Send, the send remains in this status. Marketing Cloud is retrieving send recipient records from the CRM. Marketing Cloud is importing send recipients from the CRM. 32

37 Marketing Cloud s Send Status Checking for Import Completion Description Querying the Import Status within Marketing Cloud. If there is an error with the import, the process stops here. Note: Some records may be removed due to bad data or de-duping. Starting Send Checking for Send Completion Sent to Salesforce Marketing Cloud Complete Retrying Error Continue A/B Scheduled A/B Running A/B Ready To Declare Winner A/B Winner Determined A/B Sending Remainder Awaiting Approval Approval Denied Managing Send Data Creating the send definition in Marketing Cloud and attempting to queue the send for processing. Querying the Send Status and waiting to receive a JobID for the send. The send has successfully been sent to Marketing Cloud and is in the queue. It cannot be canceled from Microsoft Dynamics CRM. Marketing Cloud send has completed and the first round of tracking is available. Send job has failed, but the system automatically retries five times. Import process did not successfully complete due to an error within Microsoft Dynamics CRM. Dependent upon activity, the send status within Marketing Cloud is Error, Abort, Cancel, Canceling, Errored, or Unknown. Send status within Marketing Cloud is New, Processing, Scheduled, Queued, Initialize, GetSubs, GetData, or Evaluating. The A/B Test send is ready to send at the scheduled time. The A/B Test send has been sent to test recipients. The A/B Test is complete, but the winner has not been determined automatically. The A/B Test determined a winner. The A/B Test is complete and the system is sending the winning message to the remaining recipients. Waiting for approval to send. The approver denied the send so it was not completed. Permanent inactive status assigned to sends after the data management process is completed. Retry Sends Learn about the self-healing process for sends through the Microsoft Dynamics CRM integration with Marketing Cloud. This process automatically retries a failed send. The system attempts to resend the file twice. If the send fails on the third attempt, the send is put in an Error status. The default wait times between retries is 60 minutes. To view the self-healing process attempt number: 33

38 Marketing Cloud s 1. Navigate to Salesforce > Sends. 2. Click the Send name. 3. The Retry Number field appears in the Administrative section of the Send record. Once the Retry Number has reached 9,999, the send no longer attempts to retry and has failed. The send remains in an error status. If you have Microsoft Dynamics CRM administrator rights, you can view the process running in the Process Center. 4. Navigate to Settings > Processes > My Processes. 5. Click Salesforce Marketing Cloud Process: Retry Send. Global Resubscribe This page describes the process for global resubscription using the Microsoft Dynamics CRM integration into the Marketing Cloud. You can globally resubscribe subscribers through a Microsoft Dynamics CRM sendable entity. The subscriber record within the CRM syncs to their subscriber status within the Marketing Cloud. To enable this feature: 1. Choose the user record in Microsoft Dynamics CRM. 2. Click OK in the pop-up window. The bulk flag changes to Allow and an API call is made to update the subscriber status in Marketing Cloud to active. Perform A/B Test Sends Use your CRM data and initiate A/B test sends from marketing lists, campaigns, campaign activities, or views within your CRM. Perform A/B tests on subject lines, s, from names or send dates or times. You can view and monitor A/B test sends from Microsoft Dynamics CRM in Marketing Cloud. 1. Navigate to send an to a Marketing List, Campaign, Campaign Activity, or View. 2. Select Perform A/B Test. 3. Name and identify the type of A/B test. The send dialog changes depending on which A/B test type you select. 4. Based on the selected Test Type, complete the applicable and required fields in the section. 5. In the Recipients section, determine your test distribution. 6. Determine the winner by either the Highest Unique Open Rate or the Highest Unique Click Through Rate (CTR). 7. Select a time frame for when to declare the winner. 8. Select whether to send the remainder immediately or later. 9. Select to receive notifications on the following items: When tests are sent, When winner is declared, When is sent to remainder, If an error occurs. 10. Identify the appropriate campaigns to associate the send with, if applicable. 11. Select an immediate send time or a later date and time. 12. Confirm recipient participation. 13. Click OK. Once an A/B test is sent to Marketing Cloud, users can monitor the test through Marketing Cloud sends. Existing processes track the send back into CRM. 34

39 Marketing Cloud s The system automatically declares a winner based on the criteria established during the A/B test setup. Select Declare Winner from the A/B test send in Marketing Cloud to override and manually declare the winner and decide when to send remaining s. SEE ALSO: A/B Testing Send Approval Use the send approval feature in the Microsoft Dynamics CRM integration with Marketing Cloud. After a user creates a send, the designated approver can review the send and either approve, deny, or cancel the send. The approvers are identified through the Marketing Cloud Configuration Settings by selecting CRM users. When you enable this feature, each send must be approved. CRM users must designate an approver in the Send Dialog. The approver is then notified that there is a send awaiting approval. If the send is approved, then the send is released. If the send is denied, then the approver must enter in a denial reason. Denied sends trigger a notification to the user who initiated the send. Letterhead Sends Letterhead Sends are s sent to a single person with corporate branding. The is set up with a personalized content field for the body of the that is entered at the time of send in CRM. Note: CRM Users can quickly and easily send professional custom s using pre-approved, corporate branded templates. 1. In Studio, create a Profile Attribute to use during letterhead sends: a. Navigate to > Subscribers > Profile Management b. Click Create. c. Input a name such as LetterheadSendContent. d. Click OK. 2. Create an with your corporate branding. In the body of this , include a reference to the attribute created using personalization syntax: %%LetterheadSendContent%%. The attribute is the field name used in Microsoft CRM for the letterhead send. 3. In Microsoft Dynamics CRM, update field mapping with personalization field name: a. Navigate to Salesforce > Configuration > Field Mappings b. Select your mapping set. c. Click Salesforce Marketing Cloud Fields d. Click Add Field e. Add Personalization Field Name using the exact same name and spacing to the personalization as the branded . f. Click Save. 4. Create a Letterhead Send Template: a. Navigate to Salesforce > Tools and Analytics > Letterhead Send. b. Populate all the required and applicable fields on the form. c. In the Content Field, select the field name that was added in the previous step. 5. To create a Letterhead Send, Navigate to the contact, account, lead, or any other sendable entity you want to . 35

40 Marketing Cloud s 6. Click the ellipsis, then Other Activities > Letterhead Recipient. 7. Populate the fields on the form that includes your letterhead template and the content for the body of the . You can enter up to 4,000 characters in this field. 8. Click Save. Event Registration Manage event participant responses to a Marketing Cloud send through a Microsoft Dynamics CRM dashboard that includes metrics and trends across your events. Export these results to separate lists. s used with Event Registration sends must include links in the content with the Tracking Alias defined. Defining the alias enables the response results to display on the Event Registration dashboard. Create an message Studio with links to accept or decline the event in the . Define the Tracking Alias for those links according to these guidelines to ensure tracking to the Event Registration section within Microsoft Dynamics CRM displays. Accept links must have a Tracking Alias of Event Accept. Deny links must have a Tracking Alias of Event Deny. Add Recipients to an Event Registration Send Follow these steps to add recipients to an event registration send from Microsoft Dynamics CRM. To add recipients to the event send before the event date: 1. Navigate to Salesforce > Event Registration. 2. Choose the event. 3. Click Event Registration Send under the Responses section. 4. Select Send Recipients. 5. Add send recipient. 6. Save. Monitor a Send Learn how to view and monitor event responses within the Microsoft Dynamics CRM connector. 1. Navigate to Salesforce > Event Registration. 2. Select the event to view. Create an Event Registration Send Create an event registration send through the Microsoft Dynamics CRM connector. 1. Navigate to Salesforce > Tools and Analytics > Event Registration. 2. Complete the event details: Name of the Event Description Event Date Hosted By 36

41 Marketing Cloud s Type of Event Venue Additional Details 3. Choose the to send. 4. Choose recipients. Note: You can select any combination of Individuals, Marketing Lists, or from a View. 5. Assign a campaign if needed. 6. Confirm tracking and certify that recipients have opted-in. 7. Save. Manage Send Data Manage Marketing Cloud data volume within your Microsoft Dynamics CRM org. Use Manage Send Data to change the selected send to inactive status and delete the related data. Tip: Remove related data and activity records that are no longer needed. Note: You can't reactivate the send or restore deleted records after this process is complete. Follow these steps to remove related data and activity records from past Marketing Cloud sends. 1. Navigate to Salesforce > Sends. 2. Open a send to remove. 3. Click... then Manage Send Data. 4. Select the level of data to be removed from the send. 5. Click OK. 6. Confirm the selection and click OK. Dynamic Preview Learn how to use Dynamic Preview with Microsoft Dynamics CRM. Create a test in the Marketing Cloud account. Ensure your Microsoft Dynamics CRM instance has contacts, leads, or accounts. Note: Microsoft Dynamics CRM On Premise Organizations that do not use HTTPS cannot use dynamic preview with Internet Explorer versions 8 or Log in to Microsoft Dynamics CRM. 2. Navigate to Salesforce > Tools and Analytics > Dynamic Preview. 3. Select the business unit of the send preview. 4. Use the view list icon to select the to preview. 5. Ensure that the field mapping set is correct. 6. Click Add Recipients and select the type of recipient to add to the preview. 37

42 Tracking Overview 7. Click Next. 8. Select a subscriber and click preview. Send a Test 9. Send a Test a. From the dynamic preview page, enter an address to test sending of the selected . b. Click Test Send. Aggregate Tracking Data Learn how aggregation of tracking data can improve performance of your Microsoft Dynamics CRM connector. Choose the configuration settings for individual tracking events to aggregate level tracking data from Marketing Cloud sends in your Microsoft Dynamics CRM. Then determine the level of event detail returned during the tracking process. The Save Individual Events option returns all the event details when the tracking process runs. If the Save Individual Events option in the Configuration Settings is not selected, the selected Individual Tracking Events returns aggregated data. Unsubscribe events are processed as usual. Note: Interactions feature isn't functional when this level of tracking data is enabled. Tracking Overview The Microsoft Dynamics CRM Integration enables you to get detailed tracking events such as opens, clicks, bounces, and unsubscribes back into your CRM system. This data can be used to measure campaign effectiveness in addition to developing more sophisticated campaigns based on customer behavior. The most critical element to getting your tracking data back into Microsoft Dynamics CRM is the Subscriber Key. The subscriber key is used to link the Marketing Cloud tracking data to the contact, account, or lead in CRM. More detail on the subscriber key, tracking configuration, and processes can be found in Related Items under the following: Subscriber Key Management with Microsoft Dynamics CRM Integration Tracking Configuration Rolling Tracking Processes Requesting Tracking Data for an Individual Salesforce Marketing Cloud Send Once tracking data is synced back to CRM, you can view the tracking data and statistics by clicking through the Recipients, Links, and Responses on the Marketing Cloud Tracking record. SEE ALSO: Subscriber Key in Marketing Cloud Tracking in Studio Subscriber Key Management Tracking Configuration Configure tracking for your Microsoft Dynamics CRM connector. 38

43 Tracking Overview After installing the Microsoft Dynamics CRM connector, the system determines the integration type based on the type of CRM organization -- Online or On Premise. Do not change these default settings unless directed by Marketing Cloud Support. On Premise (IFD and non-ifd) installations have a default integration type that pushes data and uses outbound calls to Marketing Cloud. For Microsoft Dynamics CRM Online clients, the integration allows Marketing Cloud to push data back into Microsoft Dynamics CRM via an integration user. An integration user is a CRM user that provides access for Marketing Cloud to pull subscriber data and push tracking results back into Microsoft Dynamics CRM. Integration Credentials Integration User This CRM user needs access to the records that are used in sending. In addition to the CRM access role, assign this user the Salesforce Marketing Cloud Administrator for CRM Online security role. We recommend that you map this CRM user to the Marketing Cloud API User that is defined in the configuration settings. Organization Service URL - Find this URL in CRM by navigating to Settings > Customizations > Developer Resources. Integration Details Days To Subscribe For Tracking - The number of days the automatic tracking retrieval process goes back to Marketing Cloud Sends to retrieve tracking. The default value is 7. Tracking Frequency - The frequency with which tracking is pushed to CRM. Options are Daily or Hourly. For the Daily option, identify a time to retrieve the tracking data. Return Individual Tracking Responses Collect data on customer responses to communications, such as number of clicks, opens, or forward to friends, using the following options. Always - If selected, the option is hidden in the send dialog as individual-level tracking occurs with every send. Yes - If selected, the option displays on the send dialog and defaults to checked and individual tracking occurs. No - If selected, the option displays on the send dialog and defaults to not checked and individual tracking does not occur unless selected. Never - If selected, the option is hidden in the send dialog as individual-level tracking never occurs for a send. SEE ALSO: Technical Solution Overview User Security Roles Individual Tracking Events Use Individual Tracking Events to collect data on customer events such as clicks or opens at an individual level in the Microsoft Dynamics CRM connector. The Microsoft Dynamics CRM uses these five individual tracking events. Note: If you select Never for the Return Individual Tracking Response, then individual tracking events do not display. Send - Marketing Cloud event for a sent Bounce - Marketing Cloud event for a bounced 39

44 Tracking Overview Open - Marketing Cloud event for each open action taken on an Click - Marketing Cloud event for each click action Unsubscribe - Marketing Cloud event for an unsubscribe. More Options Days to Refresh Tracking For On Premise clients using the Default Integration method, this option is the number of days the automatic tracking retrieval process goes back to Marketing Cloud Sends to retrieve tracking. The default value is 7. Days to Refresh Tracking Aggregates For On Premise clients using the Default Integration method, this option is the number of days the automatic tracking retrieval process goes back on Marketing Cloud Sends to retrieve aggregates. The default value is 3. Create Activities Closed Click Create Activities Closed to deactivate (close) the Marketing Cloud tracking activity entities, for example, Marketing Cloud Send Responses, Marketing Cloud Link Details, and Marketing Cloud Responses. The activities are displayed in the CRM History and are not available in Open Activities. Note: To run the Rolling Tracking processes, you must have permission to update the bulk flag on Accounts, Leads, and Contacts. SEE ALSO: User Security Roles Rolling Tracking Processes Learn about the rolling tracking processes in Microsoft Dynamics CRM. When you import the Marketing Cloud connector into Microsoft Dynamics CRM, the Marketing Cloud Microsoft Dynamics CRM Connector Tracking Processes triggers automatically and runs every hours from the time of install. is based on configuration. Modify the run time of these processes by stopping the process and restarting at the desired time. The following table is an overview of the two tracking processes installed with the Marketing Cloud Microsoft Dynamics CRM Connector. Default Configuration Runs every hours Updates Tracking Totals Updates Send Status Reasons Pulls back individual Tracking events Dynamics CRM Systemic Impact Salesforce Marketing Cloud Update Tracking 24 Yes Yes Yes Heavy - Based on Send Volume Salesforce Marketing Cloud Update Tracking Aggregates 4 Yes Yes No Light Configure the Rolling Tracking Processes You can adjust the frequency at which the rolling tracking process runs in the Microsoft Dynamics CRM connector. 40

45 Tracking Overview 1. In Microsoft Dynamics CRM window, click Settings > Processes. 2. Assign the process Salesforce Marketing Cloud Process: Update Tracking or Salesforce Marketing Cloud Process: Update Tracking Aggregates to your user. Note: You can only modify Processes that you own. 3. Select Salesforce Marketing Cloud Process: Update Tracking or Salesforce Marketing Cloud Process: Update Tracking Aggregates. 4. Click Deactivate. 5. Open the deactivated process record. 6. Edit the length of time for which you wish to retrieve tracking information. The system defaults to 1 day for Update Tracking or 4 hours for Update Tracking Aggregates. 7. Click Activate. Tip: Do not set these values lower than the default. Stop the Rolling Tracking Process Once a Rolling Tracking process is activated, it appears in the System Jobs section of Microsoft Dynamics CRM. To cancel the Rolling Tracking process, follow these steps. 1. Go to Settings > System > System Jobs. 2. Select the Rolling Tracking System Job. 3. Click More Actions. 4. Select Cancel. Warning: Stopping these processes results in no tracking data being returned. Rolling Tracking Performance Multiple instances of the Rolling Tracking Process in Microsoft Dynamics CRM affect performance for your customer. Use these tips to minimize performance issues. Confirm that the process is not already running. The reoccurring jobs run based on the time they are triggered. You likely don t want the tracking process running during business hours, so it is important to initially trigger the process during off hours. Do this by stopping the process and then activating at the desired time. Check Rolling Tracking Process Ensure that the rolling tracking process is running in the Microsoft Dynamics CRM connector. If you are not receiving tracking data, confirm that the processes is set up correctly. 1. Rolling tracking processes are Activated. 2. Workflow is active and in a Waiting status. Both of these items must be checked as it is possible that the tracking process is active but no workflows exist. 41

46 Tracking Overview Note: You must be a Dynamics CRM System Administrator, or have the view access to CRM workflows, to perform the following steps. If you are not a system administrator, you cannot view the processes. Confirm Rolling Tracking Processes Are Activated Confirm that rolling tracking processes are activated in Microsoft Dynamics CRM. 1. Navigate to Settings > Processes. 2. Ensure that the Processes View is on All Processes. 3. Ensure that the following processes have an Activated status. If the process is not activated, such as a process in draft status, click the checkbox next to the process and select Activate. 4. If a process is missing, start the rolling tracking processes and Workflows. Confirm Workflows Are in Waiting State Confirm that workflows are in waiting state. 1. Select each process and then click Workflows. Salesforce Marketing Cloud Process: Update Tracking Salesforce Marketing Cloud Process: Update Tracking Aggregates 2. Confirm that one workflow process is in a Waiting status. If no workflow is in a Waiting status, start the rolling tracking processes and workflows. Start the Rolling Tracking Processes and Workflows Start the rolling tracking processes and workflows in Microsoft Dynamics CRM. 1. Navigate to Settings > Processes. 2. Click any process, then click Run Workflow. 3. Click the checkbox next to the process to be activated. 4. Click OK. Request Tracking Data for a Marketing Cloud Send Request tracking data for a Marketing Cloud send through the Microsoft Dynamics CRM integration. 1. In Microsoft Dynamics CRM, navigate to Salesforce > Tracking > Sends. 2. Select Salesforce Marketing Cloud Send. 3. Click the ellipsis and select Request Tracking. Marketing Cloud Tracking Data in Microsoft Dynamics CRM Review tracking data options for your integration in Microsoft Dynamics CRM and Marketing Cloud. 42

47 Tracking Overview Sends in Microsoft Dynamics CRM View all the Marketing Cloud Sends with summary data in this section. The view defaults to Active Sends. Each view displays a list of sends. These sends include a status associated to each send, which are defined on this page. More system views include marketing automation sends via Marketing Cloud. A/B Tests Approvals - Sends Awaiting Approval Approvals - Sends Awaiting My Approval Approvals - My Denied Sends Approvals - My s Sends Awaiting Approval Data Managed Sends Event Registration Sends Inactive Sends Letterhead Sends Marketing Automation Sends Standard Sends Review detailed data on each send by clicking an name: Recipients Activity Record An sent to marketing lists includes one record per marketing list that identifies the marketing list used in the send. An sent to individuals includes one record per individual that identifies the individual. The Name field on this record always includes the value Individual Recipient. Responses Activity Record This view includes a single line for each recipient included in the send with summary data for that individual. The data varies depending on what events you selected to sync back to Dynamics CRM. The Subject button shows more data, including a section that displays every event record and link detail associated with the recipient. Event Records Event records are NOT activity records. This data includes one event record for every tracking event synced back to CRM send open click unsubscribe bounce Link Detail Activity Record accessed from Marketing Cloud Send Links and Marketing Cloud Response This data displays one record for each unique link that the recipient clicked. Links: This view displays links clicked within the send and aggregate data for unique clicks and total clicks. This view does not display a link until a Click event for that link syncs back to CRM. 43

48 Tracking Overview The Name button displays link details, including the name of each recipient that clicked that link. Send Links are NOT activity records. Interactions This view displays interactions set up for this send Responses in Microsoft Dynamics CRM This section includes the same response for Marketing Cloud sends and data for all sends. You can review more system views for Closed Salesforce Marketing Cloud Responses, Salesforce Marketing Cloud Responses Last 30 Days, and My Open Responses. Processes in Microsoft Dynamics CRM This section includes a history of all Marketing Cloud processes with a status. Use this information to troubleshoot issues with errored sends or receiving tracking data. Tracking Data Template in Marketing Cloud You can view tracking data for a send once you open a Marketing Cloud Send via the View Salesforce Marketing Cloud Tracking Data button. Data displayed in Marketing Cloud may not match the data in Microsoft Dynamics CRM. The tracking process runs daily in Dynamics CRM, while Marketing Cloud offers near real-time data. Sent Template in Marketing Cloud In addition to the tracking data, you can view the template of the used for a given send. View this sent template via the View Sent from within the Marketing Cloud Send. Adjust the size of the view in Marketing Cloud Configuration Settings. Marketing Automation Tracking Data Reference information for reviewing marketing automation tracking data in the Microsoft Dynamics CRM connector. The source of the subscribers for a Marketing Automation send determines how the data sends over Marketing Cloud and how you view send data from Microsoft Dynamics CRM. The audience determines the send process used to send the data to Marketing Cloud. For individuals, the system uses the triggered send process. Otherwise, the system uses marketing list sends. In Microsoft Dynamics CRM, you see the send data in parent-child relationships, where the child includes the detail of the send and the parent contains the aggregate information. This table contains an example of Marketing Automation send data: Marketing Automation Audience Total s Sent CRM Child Stats CRM Aggregate States Marketing Cloud Triggered Send Stats Marketing Cloud Send File Stats Individuals Only Individuals 0 Marketing Lists 15 Child Send Records Each child send includes these statistics: The Parent Send Status Reason - Active, always remains in this status Total Sent - 15 N/A 44

49 Dashboards Status Reason - Delivered - 15 Set to Total Sent by Completed after Marketing Cloud Marketing Cloud - 15 send succeeds Delivered - 0 Total Sent to Marketing Cloud - 0 Child send records contain no statistics for triggered sends. Marketing Lists Only 30 3 Child Send Records The Parent Send 0 Individuals Each child send Status Reason - includes these statistics: 3 Marketing Lists with 10 recipients each Delivered - 0 Total Sent to Marketing Cloud - 10 Total Sent by Marketing Cloud - 10 Active, always remains in this status Total Sent to Marketing Cloud - N/A Total Sent by Marketing Cloud - 30 N/A 3 sends, each showing 10 sent Individuals and Marketing Lists Child Send The Parent Send 15 Individuals Records Status Reason - 3 Marketing Lists These records Active, always with 10 appear the same as remains in this recipients each the other entries in status this column Total Sent to depending on which Marketing Cloud record you review - N/A Total Sent by Marketing Cloud - 45 Total Sent sends, each showing 10 sent SEE ALSO: Triggered Sends Tracking Dashboards View reference information for dashboards in Microsoft Dynamics CRM. 45

50 Dashboards Review the summary information of Marketing Cloud activity in a single view with the Microsoft Dynamics CRM dashboards. This presentation displays all relevant high-level information and allows you to better understand what Marketing Cloud activity continues in your account and what results you receive. Salesforce Marketing Cloud Responses The Salesforce Marketing Cloud Responses dashboard provides a view of responses to Marketing Cloud activity within Microsoft Dynamics CRM. The dashboard defaults to this information: Responses By Day Salesforce Marketing Cloud Sends By Responses Salesforce Marketing Cloud Sends By Campaign Activities - Salesforce Marketing Cloud Responses All Salesforce Marketing Cloud Responses Closed Salesforce Marketing Cloud Responses Salesforce Marketing Cloud Response Associated View My Open Salesforce Marketing Cloud Responses Salesforce Marketing Cloud Summary The Salesforce Marketing Cloud Summary dashboard provides a top-level view of Marketing Cloud activity within Microsoft Dynamics CRM. The dashboard defaults to this information: Active Salesforce Marketing Cloud Sends By Month Salesforce Marketing Cloud Sends By Campaign Salesforce Marketing Cloud Sends By Responses Activities - Salesforce Marketing Cloud Sends Active Salesforce Marketing Cloud Sends Salesforce Marketing Cloud Send Associated View Inactive Salesforce Marketing Cloud Sends Marketing Automation Salesforce Marketing Cloud Sends Customer Engagement Charts Marketing Cloud Analytics allows you to view information about how engaged your customer base is related to the sends you performed. Configure this chart to show which contacts or leads engaged through the number of opens or clicks in your campaigns. Monitor this activity and respond as necessary. Windows display more details about that particular item on the graph when you click the graph. From this window, select records to add to a new or existing marketing list. Send Tracking Data in Dashboards View data for specific send tracking in a chart format. Review additional information on configuring and using tracking in the Tracking section. Review Marketing Cloud Dashboards Review Marketing Cloud dashboards related to your Microsoft Dynamics CRM integration. 46

51 Dashboards Configure Customer Engagement Charts Learn how to configure customer engagement charts for the Microsoft Dynamics CRM connector. View Customer Engagement Charts View customer engagement charts in Microsoft Dynamics CRM. View Send Tracking Data View send tracking data in Microsoft Dynamics CRM. Review Marketing Cloud Dashboards Review Marketing Cloud dashboards related to your Microsoft Dynamics CRM integration. 1. Using the Sitemap, navigate to Workplace. 2. Select My Work. 3. Click Dashboards. 4. Select Salesforce Marketing Cloud Responses or Salesforce Marketing Cloud Summary. Configure Customer Engagement Charts Learn how to configure customer engagement charts for the Microsoft Dynamics CRM connector. 1. Navigate to Salesforce. 2. Click Configuration. 3. Click Salesforce Marketing Cloud Analytics Configuration. 4. In the Salesforce Marketing Cloud Analytics window, select Customer Engagement from the Dashboard dropdown. 5. Set Event Options for opens or clicks to select the data to appear in the chart for these fields: Last 100 days Show Top 10 CRM Entity (Contact or Lead) Marketing Cloud Event (Opens or Clicks) 6. Define custom engagement level names, reporting values, and colors on the chart in the Engagement Levels section. 7. Click Save and Close when you complete all configuration activities. View Customer Engagement Charts View customer engagement charts in Microsoft Dynamics CRM. 1. Click Salesforce. 2. Click Tools and Analytics. 3. Click Customer Engagement. Chart components used on the Customer Engagement Dashboard are available as a Web Resource by an admin. View Send Tracking Data View send tracking data in Microsoft Dynamics CRM. 47

52 Microsoft Dynamics CRM Analytics 1. Click Salesforce > Sends. 2. To see more details, click the name. 3. The Charts section displays a graph of subscriber interaction. Total Sends Delivered Opened Clicked Bounced Unsubscribed Not Engaged Microsoft Dynamics CRM Analytics Reference information for Microsoft Dynamics CRM Analytics in Marketing Cloud. Visually review subscriber engagement at a single subscriber level, at an individual send level, or by all sends over time. This functionality allows you to review how subscribers interacted and determine the effectiveness of the send. Export the Send Effectiveness Report Use the Salesforce Marketing Cloud Send Effectiveness report to review subscriber engagement from all sends in the Microsoft Dynamics CRM integration. Export the report into alternate formats for further data analysis. Export the Send Digest Report Use the Salesforce Marketing Cloud Send Effectiveness report to review a digest of subscriber engagement from all sends in the Microsoft Dynamics CRM integration. Export the report into alternate formats for further data analysis. View the Subscriber View Report Learn how to view the Subscriber View Report in Microsoft Dynamics CRM. Export the Send Effectiveness Report Use the Salesforce Marketing Cloud Send Effectiveness report to review subscriber engagement from all sends in the Microsoft Dynamics CRM integration. Export the report into alternate formats for further data analysis. 1. Click Salesforce. 2. Click Sends. 3. Click the ellipsis. 4. Click Run Report and select Salesforce Marketing Cloud Send Effectiveness. 5. Identify the amount of data to include in the report: All applicable records All records on all pages in the current view 6. Click Run Report. 7. Organize the results as necessary: From Date, To Date 48

53 Microsoft Dynamics CRM Analytics Group by a timeline, such as Year, Month, Week, Day Open Rate Clickthrough Rate Bounce Rate Unsubscribe Rate Deliverability Rate Determine Metric Choices: All Sends My Sends My Business Unit Sends My Teams Sends Sent By Teams Export the Send Digest Report Use the Salesforce Marketing Cloud Send Effectiveness report to review a digest of subscriber engagement from all sends in the Microsoft Dynamics CRM integration. Export the report into alternate formats for further data analysis. 1. Click Salesforce. 2. Click Sends. 3. Select a send. 4. Click the ellipsis. 5. Select Run Report. 6. Select Salesforce Marketing Cloud Send Digest. 7. Export the tracking detail from a send into a report for analysis. 8. Filter the results and view by EventType. View the Subscriber View Report Learn how to view the Subscriber View Report in Microsoft Dynamics CRM. 1. Navigate to the individual entity: Account Contact Lead Other applicable entity 2. Click the ellipsis. 3. Select Subscriber View. 49

54 Marketing Automation for CRM Workflow Processes Marketing Automation for CRM Workflow Processes Learn how to add Marketing Cloud automations to Microsoft Dynamics CRM integrations. Microsoft CRM Dynamics offers workflow capabilities to automate your business processes and marketing interactions. Create and use Marketing Cloud automations as activities within a CRM workflow to reduce manual work and provides rapid feedback to your customers. Track activities related to the automated sends through Salesforce Marketing Cloud Sends on page 44. Step 1: Create a Marketing Cloud Marketing automation . Follow the instructions to Create a Marketing Cloud Automation on page 50 to create the s to send when triggered by a CRM workflow. Step 2: Add a Marketing Cloud automation to a CRM workflow. Add a Predefined Workflow Template on page 51 or Create a CRM Workflow on page 51 to use. Step 3: Create a workflow. Follow the instruction to Create a CRM Workflow on page 51 to add a triggering event to your workflow. Create a Marketing Automation Create a triggered send from the Marketing Cloud through the Microsoft Dynamics CRM connector. A Marketing Automation Send is an template used as an activity within Dynamics CRM workflow and the Marketing Cloud Connector Interactions on page 52. Configuring a marketing automation creates a Marketing Cloud Triggered Send. 1. Navigate to Salesforce > Tools and Analytics > Marketing Automation. 2. Optionally, select the business unit. 3. Select the message to use. 4. Select the field mapping set to use. Note: This set must include mappings for each entity receiving sends as part of the marketing automation. 5. Enter the subject for your send. Note: You can add personalization to your subject using the dropdown list next to the Subject field. 6. Optionally, enter the preheader and personalization for the send. 7. Select the From option to use. Note: When Send Classification is selected, both commercial and transactional send classifications appear for selection. 8. Optionally, select the campaign to associate with the Optionally, select the checkbox to return individual tracking results as Marketing Cloud responses. 10. Click Remove Duplicate Recipients. 11. Certify that all recipients have opted-in. 12. Click OK. 50

55 Marketing Automation for CRM Workflow Processes Once this marketing automation send is saved within Microsoft Dynamics CRM, a triggered send is created in the Marketing Cloud. SEE ALSO: Send Classifications Predefined Workflow Templates Learn about the predefined workflow template feature for the Microsoft Dynamics CRM integration with Marketing Cloud. Workflow templates help you develop workflows associated with marketing automation sends. Commonly used automations include: Lead nurturing program Case follow-up New account activation Sales confirmation Subscription confirmation Use the sitemap to navigate to Workplace > Process Center > Processes for a full list of templates. Select All Process Templates to display Marketing Cloud templates. Note: Do not use the Update Tracking, Marketing Cloud Logging, or User on Error templates. These templates are limited to the Marketing Cloud Connector only. Add a Marketing Cloud Automation Add a Marketing Cloud automation to a Microsoft Dynamics CRM workflow. 1. Click Add Step. 2. Click Create Record. 3. Enter a descriptive name. 4. Choose Salesforce Marketing Cloud Send Recipient. 5. Click Set Properties. 6. Enter a name. 7. Select the recipient type. 8. Click the lookup icon in the Salesforce Marketing Cloud Send field. 9. Select Marketing Automation Salesforce Marketing Cloud Sends. 10. Select the to send within this workflow. 11. Click OK. 12. Click Save and Close. Create a CRM Workflow This page provides instructions for creating a CRM workflow for Microsoft Dynamics CRM in the Marketing Cloud. Note: This feature is native to Microsoft Dynamics CRM. Work with your CRM administrator or Microsoft Partner to develop workflows. 1. From the CRM sitemap, navigate to Settings > Process Center > Processes. 51

56 Interactions 2. Click New. 3. Enter the name of your workflow in the Process Name field. 4. Select an Entity. 5. Select Workflow from the Category drop-down menu. 6. Select the type of the workflow. 7. Click OK. Note: This workflow can be a new process or it can be built from an existing template on page 51. If you choose to use an existing template, select the template in the workspace. 8. Select the Scope of the workflow process. Tip: Scope is limited to the user that owns the process. For example, if marketing specialist Karen owns this process and has Organization level update rights to leads, but the process scope is User, the process only updates Karen s lead records. 9. Select the trigger events. 10. Add your workflow steps. 11. Click Save and Close. 12. In the Processes workspace, click the checkbox next to your new workflow and click Activate. Interactions This page provides instructions for creating automations for Marketing Cloud through integration with MS Dynamics CRM. Marketing Cloud Interactions enable you to create automated sends in response to subscriber actions. Subscribers receive one automated response for a specific action. For example, if you create an Interaction to send a daily to subscribers who opened an , the subscriber only receives an on the first day it was opened. Follow these steps to use Marketing Cloud Interactions with Microsoft Dynamics CRM. Note: First, create Marketing Cloud Marketing Automation Sends. 1. In Marketing Cloud Studio, navigate to Salesforce and select Interactions. 2. Select New. 3. Enter a name. 4. Select the non-marketing automation sends to monitor. 5. Select the event(s)s to monitor. Note: If you select Include Clicks, the links on the selected are displayed. A link is only displayed if you have defined a Tracking Alias in the link properties of the Marketing Cloud . System links are not included for monitoring. 6. Select the Marketing Cloud action type for this automation. 7. Select the Marketing Cloud marketing automation send or action type. 8. To start and stop monitoring the automation, select the date range. 9. Select Save. 10. Click Add Salesforce Marketing Cloud Automation Record. 11. Enter a name for the schedule and event. 52

57 Mobile Sends from Microsoft Dynamics CRM 12. Verify the pre-populated information. 13. Click Save and Close. Mobile Sends from Microsoft Dynamics CRM Enable mobile sends with MobileConnect in your Microsoft Dynamics CRM integration with Marketing Cloud. MobileConnect must be enabled in your account to use this feature. To enable the Mobile features within your Microsoft Dynamics CRM organization: 1. In Microsoft Dynamics CRM, navigate to Salesforce > Configuration > Configuration Settings. 2. Select Advanced Configuration Options. 3. Select Enable MobileConnect. 4. Complete the Test Connection. 5. Click Save the Configuration record. Mobile Send Configuration Configure your Microsoft Dynamics CRM integration for MobileConnect sends. 1. Navigate to Salesforce and select Configuration. 2. Select MobileConnect Configuration. 3. Select which CRM entities to use. 4. Indicate the field on the selected entity that is used as the opt-out field. 5. Click Save. Note: All MobileConnect sends from Microsoft Dynamics CRM require a Field Mapping set as the Mobile Number. Country Code must be defined per entity used for sending. 6. Navigate to Salesforce and select Configuration. 7. Select MobileConnect Field Mapping. 8. Click Create a new mapping set. 9. Enter a name and description. 10. Click OK. 11. Click Add Row. 12. Select a CRM entity from the drop-down list. 13. Select a CRM field. 14. Select the Marketing Cloud field name to map to the CRM. 15. Click Save. MobileConnect sends from Microsoft Dynamics CRM require a two-character country code. The system includes a predefined locale mapping list with commonly used spellings and abbreviations of countries and maps them to a two character code. To review the list and ensure that the country spelling is defined, go to Advanced Find and search for Salesforce Marketing Cloud Locale Mappings. 53

58 Releases for Microsoft Dynamics CRM Connector Create Mobile Sends Create mobile sends from within Microsoft Dynamics CRM integrations with Marketing Cloud. Microsoft Dynamics CRM integration with Marketing Cloud enables you to create mobile sends through: A single entity that has been enabled, such as a lead, contact, or account record An individual marketing list or collection of marketing lists A single campaign or campaign activity 1. Within Microsoft Dynamics CRM, navigate to the entities to send a MobileConnect Outbound message to. 2. Select the entity or entities. 3. Click the ellipsis and select Send Mobile with Salesforce Marketing Cloud. 4. If applicable, select the Marketing Cloud Business Unit. 5. Select the Field Mapping Set. 6. Select the Short or Long Code configured for your Marketing Cloud account. 7. Select a keyword. 8. Select or create a message. 9. Verify recipients. 10. If needed, select a campaign from the Campaign Look Up List. 11. Select the send time. 12. If Send Approval Process is enabled, select a request approver. 13. Remove Duplicate Recipients, if desired. 14. Confirm that the recipients opted-in to receive SMS messages. 15. Click OK. Note: Tracking for Mobile Sends tracks a message send to the subscriber through the Marketing Cloud. SEE ALSO: Outbound Message Releases for Microsoft Dynamics CRM Connector Get installation files for the newest Microsoft Dynamics CRM Connector for Marketing Cloud. Upgrade to the latest version of the Marketing Cloud Connector for Microsoft Dynamics 365 CRM, 2016, , or Contact your account representative to purchase the integration for the Marketing Cloud. Note: The MSCRM connector is not currently supported for EMEA customers with Marketing Cloud accounts on Stack 50. Contact your Marketing Cloud account representative for more information. Note: Most customers use the English files, including customers with an English base and language pack installed. Dynamics 365 (Version 8.2 and Higher) Summer 2018 Release ( ) 54

59 Releases for Microsoft Dynamics CRM Connector English - Online Installation File English - On-Premise Installation File Non-English - Online Installation File Non-English - On-Premise Installation File Version (All Versions) 2016 (Version ) Summer 2018 Release ( ) English - Online Installation File English - On-Premise Installation File Non-English - Online Installation File Non-English - On-Premise Installation File Version 2011 Spring 2017 Release ( ) Note: Only use these files with Microsoft Dynamics CRM 2011 Organizations. This build is the last compatible build for Microsoft Dynamics CRM 2011 and all future releases are focused on versions. This final 2011 build is still supported. English - Online Installation file English - On-Premise Installation File Non-English - Online Installation File Non-English - On-Premise Installation File SEE ALSO: Determine Your Marketing Cloud Instance Determine Connector Release Version Determine which version of the Marketing Cloud Connector for Microsoft Dynamics CRM you have currently installed in your org. There are two ways to find the version of the Marketing Cloud Connector you have currently installed in Microsoft Dynamics CRM. In Settings, the version number is on the Solutions page in the Version column. In Salesforce Configuration, the version number is on the Configuration page under Configuration Settings. Import Release into CRM Follow these steps to import the latest connector release file into Microsoft Dynamics CRM. Tip: We recommend that you install from a browser on the Microsoft Dynamics CRM server, during a minimal load time. Avoid Marketing Cloud sends during the upgrade. Warnings during the import are typical and can be disregarded. The admin completing the installation must have the following access: System Administrator privileges. Ownership rights to all the included workflows. These workflows can be updated by assigning the processes and process templates that begin with Salesforce in the settings Process Center. 55

60 Releases for Microsoft Dynamics CRM Connector Deployment Administrator privileges, on-premise installation only. These privileges are assigned at the server-level. If you have or earlier installed, open a support ticket in the Help & Training portal for assistance with upgrading from a combined solution. 1. Download the installation file. 2. In Microsoft Dynamics CRM, navigate to the Site Map. 3. Click Settings. 4. Click Customization. 5. Click Solutions. 6. Click Import. 7. Browse for the installation file and select it. 8. Click Next to the Import Options page. 9. Enable Maintain Customizations. Note: If updates are not enabled after installation, import them again and select Overwrite Customizations. 10. Enable Activate any processes and enable any SDK message processing steps included in the solution. Note: You must activate the processes to automatically activate the newly installed Marketing Cloud components. 11. To complete the installation, continue through the wizard. 12. If any errors occur during the installation, click Download Log File to review details. 13. Complete a cache refresh. 14. From the CRM Site Map, navigate to Marketing Cloud Configuration. 15. Click Test Connection. 16. Click Save and Close. Features by Release Microsoft Dynamics CRM 2013 to 2015 A list of features and enhancements included with each Marketing Cloud Connector for the Microsoft Dynamics CRM 2013 to 2015 release. Winter 2017 ( ) This release includes a fix for detailed tracking information on individual recipient level tracking data. Winter 2016 ( ) 2016 compatibility enhancements. The Spring 2015 build ( ) is also compatible with Improvement to send query performance when retrieving the MSCRM attributes to include in the send. Fix for field mapping error during send: Error in Action - Retrieve Mapped Fields. Fix for Enterprise 2.0 business unit marketing automation failures. 56

61 Releases for Microsoft Dynamics CRM Connector Spring 2015 ( ) There is a known issue when importing the build into your Dynamics CRM org, which results in the import failing with the message Import will fail with error A managed solution cannot overwrite the Attribute component with Id=? which has an unmanaged base instance. Contact Microsoft Support to resolve this issue. You may be required to change your environment or update to a new Rollup release version so you can import the solution. Features and Enhancements The user interface is updated and now supports the new images introduced with the Microsoft Dynamics CRM 2013 Orion Release. Whether your definition of unengaged means that the subscriber did not open the or did not click through the , both are now displayed as a part of tracking detail. You can enable a new configuration option to receive aggregate level only tracking for sends. For historical sends where you no longer require use of the send data, you can now remove this send data from an individual send to help manage CRM storage space. Added Last Date/Time Tracking Received on the tracking dialog, showing the last time that tracking was processed for a selected send. Added "Denied On" column to the Approvals - My Denied Sends view. Fixes Selected Campaign not saving to send Manual update to the subject line on Send Dialog Changes to a subscriber's address made in CRM are now reflected in the subscriber's record in the Marketing Cloud at the time of send with the new address. Hot Fix Release ( ) posted replacing previously posted release build Features by Release Microsoft Dynamics CRM 2011 A list of features and enhancements included with each Marketing Cloud Connector for the Microsoft Dynamics CRM 2011 release. Spring 2017 ( ) This release addresses the occasional issue with field mapping of custom fields. Winter 2014 ( ) Support for Microsoft Dynamics CRM 2015 Clients who use a Dynamics CRM 2015 organization use the 2013/2015 build of this release. Prior release builds that are used with Dynamics CRM 2011 organizations are not compatible with Dynamics CRM 2015 organizations. Support for Microsoft Internet Explorer 11 MobileConnect (SMS) Message Users can now send SMS messages to Dynamics CRM entities directly from a Dynamics CRM organization through the Marketing Cloud integration. Whether from a single entity such as a Contact or a Marketing List or Campaign, users can build an audience and then create, schedule, and send SMS messages directly from the Marketing Cloud Connector for Dynamics CRM. This functionality is only available if you have MobileConnect and are participating in the Early Adopter Program. Track Event RSVP from Landing Pages 57

62 Releases for Microsoft Dynamics CRM Connector Now in addition to event registration features, users can increase event attendance by leveraging landing pages to update event RSVP Accepts. With a user defined landing page such as a SmartCapture page, you can configure the landing page to create a Salesforce Marketing Cloud Event Response, and RSVP Accepts will directly update the Event Registration Response Dashboard. Support BCC/CC Fields on Sends With this release, the Marketing Cloud Connector now supports BCC/CC on sends to include the option of a Blind Carbon Copy and/or a Carbon Copy message at the time of send. To leverage this functionality, you must have this enabled in both Marketing Cloud and Microsoft Dynamics CRM. This field will then display on the send dialog to be populated at the time of send. Contact Marketing Cloud support to enable this feature in your account. Throttled Sending This release includes the ability to throttle sends by selecting a range of hours during which you want to send your , then specifying how many s to send per hour. The ability to throttle sending allows users to spread out the delivery of s over a time and control delivery volume. This ability helps to control the number of s sent to a particular domain and the timing of delivery. Users can spread out the volume over specified hours. To leverage this functionality, enable this feature in both Marketing Cloud and Microsoft Dynamics CRM. This field displays on the send dialog to be populated at the time of send. Contact Marketing Cloud support to enable this feature in your account. Subscriber Engagement Report Enhancements With this release, users have enhanced reporting capabilities to see how engaged individuals are with campaigns. These enhancements include more visual representation of individual contact or subscriber engagement with messages, such as opens and clicks. Field Mapping Enhancements You can now add more personalization to your s with the ability to map fields from the Marketing List Entity and the Marketing Cloud Event Registration Entity. Microsoft Dynamics CRM Sends on the Marketing Cloud Calendar Marketers can now manage scheduled sends, both and MobileConnect SMS sends on the Salesforce Marketing Cloud Calendar. When sends are scheduled in Dynamics CRM, they appear on the Marketing Cloud Calendar. Aggregate Tracking Management This release gives users the configuration option to turn off Tracking Aggregate Totals at the send level. This feature can help to control the amount of storage you are using in Microsoft Dynamics CRM and help control the amount of data you get back from the Salesforce Marketing Cloud. For example, you may have tracking data stored in Microsoft Dynamics CRM for the past six months, but you may only really need information from the last 30 days. This information is still stored in the Salesforce Marketing cloud. A/B Test Send Enhancements With this release, a few enhancements have been added to our A/B Test Send functionality to help users verify that they are using the correct s, easily identify the sends used in tests, and have more detail on the test segmentation. Users can now view thumbnail copies of the specified s sent with each component of the test send (A,B, or remainder) directly from the A/B Test Send screen. This convenience helps confirm that the right is being used in the A/B test scenario before the test is started, and it helps confirm which s were used in after the test is completed. A new view for completed A/B Test Sends has been added that will filter sends used in A/B Test sends from other completed Salesforce Marketing Cloud sends. Also, users will now see a specified Test Segment for a Marketing Cloud Response record if the response was from an A/B Test Send. Test Segments can be Test A, Test B or Remainder. 58

63 Releases for Microsoft Dynamics CRM Connector Fall 2014 ( ) Note: For this release, you may see a warning label display indicating that our account has not been provisioned to use with Microsoft Dynamics. If you do, contact your Marketing Cloud Account Manager. You can select Continue on these warning messages for this release. However, starting with future releases, clients who are not provisioned receive this message and cannot perform sends with the Marketing Cloud Connector with Microsoft Dynamics CRM 2011/2013. Users can now manage event registration leveraging Marketing Cloud s. You can increase attendance with sophisticated marketing campaigns by managing event participants through interaction to the Salesforce Marketing Cloud send. A dashboard will allow you to view metrics and trends across all of your events. Users can also easily export R.S.V.P responses to lists. Display SMTP bounce reason and code for customers configured with Marketing Cloud Controlled Sync (already available for MSCRM Controlled Sync). Re-authenticate Button that allows users to re-authenticate their mapped Marketing Cloud user Button for direct connection to 3Sixty Automations has been renamed to Interactions Report Name Changes Subscriber View is now Subscriber Engagement Marketing Cloud Send Digest is now Marketing Cloud Send Detail Marketing Cloud Send Effectiveness Report to Marketing Cloud Trend Analysis Activity label change for Marketing Cloud Letterhead Recipient is now Marketing Cloud Letterhead The build version number and the type of CRM organization now display on the Configuration Settings page Enhanced error messaging Spanish and Italian translations Remove dependency on JQuery Request Tracking for Letterhead Sends fix Non-U.S. Date format issues with date type field fix Spring 2014 ( ) AB Testing functionality is expanded to included tests on preheaders and content areas. Remaining s are automatically sent at a scheduled time and notifications are available for events during the test. More choices are available for subject lines and preheaders. Letterhead Send functionality allows users to send a single from the CRM using an Studio Template. Users type in the content body to customize branded s. Automations functions now include monitoring of Bounces, Opens, and Unsubscribes across all sends; support for Marketing Automation sends; and the ability to set duration for monitoring sends. Analytics are expanded with the following: the Subscriber View provides a view into the sends to each subscriber over time, each sent, the campaigns they have been associated with, and the click, open, and bounce rate; the Marketing Cloud Send Digest Report extracts the tracking details for a send; and the Marketing Cloud Send Effectiveness Report details aggregate data for all sends over a specified time period. The Dynamic Preview Beta lets CRM users preview s as a recipient with dynamic content populated before sending. Users can also complete a Test Send that sends the with the personalization populated. Option to enable all business units for customers with an Enterprise 2.0 Marketing Cloud account. Pop-up reminder for Marketing Automation users to republish the triggered send definition within the Marketing Cloud if the content or subject are updated. 59

64 Releases for Microsoft Dynamics CRM Connector Improved send form layout with the most relevant at the top of the form. All dialogs have been converted off of Silverlight, removing the requirement for Silverlight to be installed on clients desktops. Enhanced error messaging. Marketing Cloud Controlled Sync Invalid Credentials when sending: Prevent send from starting and display error message. Invalid Credentials for tracking: Send notification to user and give ability to immediately resolve. Display error message if attempting to create a duplicate field name. Support for Marketing Cloud folder names with special characters and empty folders. Q ( ) Cross-browser compatibility for the configuration dialog. Clear your cache after the upgrade if you cannot see the new configuration window. Support for transactional send classifications. Log deletion process. Japanese translations. A/B Testing Beta. Test the subject line, layout, from names or the send date before sending. Available for customers with A/B testing configured for their account. Approval process for verifying sends from within Microsoft Dynamics CRM. Validate s against the sendable data extension and update before sending. Configure direct access to the edit page from CRM. Updated Field Mapping interface for a streamlined flow of mapping CRM fields to Marketing Cloud profile attributes. Bulk Deletion Job for the Marketing Cloud-Log entity. For customers upgrading from a previous release, navigate to Marketing Cloud Configuration and perform Test Connections to activate this job. Q ( ) Cross-browser support, including Firefox, Chrome, and Safari, and Outlook support for the send dialog and send statistics form. Microsoft Dynamics 2013 (Orion) compatible. Ability to view sent template after sending. User mapping edit to enforce one-to-one relationship between CRM user and Marketing Cloud user. Single sign-on to Marketing Cloud to view tracking data for a send. New configuration options: Propagate unsubscribes by address within the same entity or across entities (includes all sendable entities). Increase the size of the preview window. Changed the default setting from 2 to 7 days to retain data extensions for new connector installations. Existing clients can update this value to 7. Automate sending follow-up s, adding subscribers to lists, or triggering a CRM workflow based on the subscriber actions. Send Statistics form is redesigned with a streamlined view of Marketing Cloud tracking statistics within Microsoft Dynamics CRM, including bounced and unsubscribe detail. Drill down into detailed data by clicking the bar and add subscribers to a marketing list by clicking a new "add to Marketing List" button. The Marketing Cloud Power User Role was added to limit access for advanced functionality, including resubscribe and mapping marketing lists to publication lists. 60

65 Releases for Microsoft Dynamics CRM Connector Send Dialog performance improvements. Marketing Automation, triggered sends, fix for special characters in name and failures due to bad data. Marketing Automation fix for the incorrect aggregate total count. Marketing Cloud Controlled Sync is a configuration option for high-volume online clients that includes support for Live ID authentication, and beta tracking functionality for missing tracking events and manual tracking requests. Q ( ) Microsoft Dynamics CRM security role modifications The Marketing Cloud security roles in Microsoft Dynamics CRM were modified to remove access to read, write, and append to accounts, leads, and contacts. You can now give users Marketing Cloud access and honor the existing Microsoft Dynamics CRM permissions for that user. Users can only send to records they have access to. Users who are sending s need Read, Append, and Append To access for the entities they are sending to. The only Marketing Cloud process that updates accounts, leads, and contacts is the Marketing Cloud Request Tracking for an individual send and Marketing Cloud Process: Update Tracking for rolling tracking. If the user requesting tracking cannot edit accounts, leads, and contacts, the unsubscribe events do not come back from the Marketing Cloud since the user cannot update the bulk flag. All other tracking events continue to come back. The unsubscribe events can still be pulled back later once a user with the proper access runs the tracking jobs. Confirm that the user who is set up to run the Marketing Cloud Process: Update Tracking for the rolling tracking has the proper access before installing this package. You can determine the user of the process by selecting the Marketing Cloud Process and updating the tracking administration. Automations: Ability to act on Tracking Data Create marketing automation workflows that send scheduled s in response to subscriber actions, such as clicks, open, and unsubscribe events with Marketing Cloud Automations. Configuration Interface Changes and API URL Update Updated interface for Configuration. Test Connections button validates the FTP credentials and does a test API call via the asynchronous server as Logged in User. Clicking Marketing Cloud Configuration shows the API and FTP Username and Password. The new dedicated API authentication environment has improved stability and responsetimes, but may vary dependingupon your account data. Verify you have the most current API authentication URL. This URL can be updated by selecting change next to the Auth API URL in the configuration. The old URL is The New URL should be selected from the following by looking at the SOAP API URL to determine the s value, which is the hardware stack, for your account andselect the corresponding URL: Stack 1: Stack 4: Stack 6: Global Resubscribe Sync with Marketing Cloud The Resubscribe button is now displayed on the sendable entity forms. If the bulk is set to Do Not Allow, the button is displayed for accounts, lead, and contacts. The button is displayed for custom sendable entities and is enabled if the Do Not field is TRUE. The button does not display for campaigns and marketing lists. A contact can be resubscribed by clicking the Resubscribe button, which changes the bulk to Allow and updates the subscriber status in the Marketing Cloud to active. Bounce Type 61

66 Releases for Microsoft Dynamics CRM Connector Bounce events include the type of bounce and are broken into four categories. Hard bounces occur when the server rejects the due to permanent conditions, such as domain not found error. A soft bounce occurs when the server rejects the due to a temporary condition, such as a full inbox. A technical bounce occurs when the server rejects the due to technical errors, such as a network error. Other bounces include anything that does not fall into the other categories. Transactional Send Classifications Supported for Marketing Automation According to CAN-SPAM, transaction s primarily "facilitate, complete, or confirm a commercial transaction that the recipient has previously agreed to enter into with the sender." Marketing Automation sends now allow you to select Transactional send classification. When a Transactional send classification is selected, the subscriber opt-in status is not checked. Ensure that your transactional s comply with CAN-SPAM. Predefined Workflow Templates Workflow templates can assist you in developing marketing automation sends for: lead nurturing programs, case follow-ups, new account activation, sales confirmation, and subscription or membership confirmations. Do not remove or use the Update Tracking template and Logging Error template because these templates are used by the Marketing Cloud Connector. SmartCapture for Microsoft Dynamics CRM 2011 Online and Claims-Based Authentication Smart Capture is now available for Microsoft Dynamics CRM 2011 online and on premise, including Claims-Based Authentication/IFD. Smart Capture can be used to create forms, such as web-to-lead forms, which inserts data directly into Microsoft Dynamics CRM. Enhancements and Bug Fixes Windows 8 and IE 10 compatibility. Marketing Automation sends, including add link details and unique opens when using triggered sends. Modify the size of the send preview in the configuration, however, performance of the preview dialog may be impacted. Q ( ) Self-Healing for Sends This new process automatically retries send jobs that have failed. The system attempts to resend the file twice before resulting in an error status. During the automatic resend time period, the file is in retrying status. Triggered Sends Marketing Automation sends now use the Marketing Cloud triggered send process, which improves performance and scalability. All new marketing automation templates use the triggered send process. Existing marketing automation templates can be converted. Disable Send to View Button: New Security Role If you do not want to give users the Send to View feature because of the potential to send a mass to everyone on the list, you can now remove this access for users. UR 12 Compatibility If you plan on installing UR12, you must upgrade to this release. Performance Improvement: Configuration Update Required Authentication API calls now have dedicated environments. Dialog response times improved but vary depending on your account data in addition to improved stability during peak times. Update your configuration to use the new API Auth URL by referencing General Configuration Settings on page

67 Partners Partners Learn about the partner configuration process for Marketing Cloud and Microsoft Dynamics CRM. Warning: This section contains information for Marketing Cloud Microsoft CRM Connector Certified Partners regarding the Marketing Cloud Microsoft Dynamics CRM 2011 Connector. Work with a Marketing Cloud account representative or a Marketing Cloud Microsoft CRM Connector certified partner when moving from 4.0 to 2011 or Marketing Cloud cannot resolve issues resulting from an unsupported migration from 4.0 to 2011 or Complete the Installation Prerequisites on page Uninstall Microsoft Dynamics CRM 4.0 on page 1. (Optional) 3. Import the Marketing Cloud Connector installation file into Microsoft Dynamics CRM 20011/2013 on page Complete the Marketing Cloud Configuration Settings on page Map Microsoft Dynamics CRM 2011/2013 Users to Marketing Cloud Users on page Map Microsoft Dynamics CRM 2011/2013 Fields to Marketing Cloud Attributes on page Configure Rolling Tracking Process on page 40. Installation Prerequisites This page provides a list of prerequisites for configuring your Marketing Cloud account for the Microsoft Dynamics CRM integration. Complete these steps to install the Marketing Cloud Microsoft Dynamics CRM Connector. 1. Configure your Marketing Cloud account Microsoft Dynamics CRM on page Configure an API user for the Marketing Cloud account on page Configure the Marketing Cloud FTP account on page 20. Marketing Cloud FTP Account Username and Password Marketing Cloud FTP Proxy URL 4. Assign Deployment Administrators rights on page Whitelist the appropriate addresses for your integration. To ensure that your integration can communicate with all necessary systems, review the information in the Marketing Cloud IP Addresses for Inclusion on Whitelists document. Create an API User in Marketing Cloud Configure an API user in Marketing Cloud for the Microsoft Dynamics CRM integration. 1. Select My Users under Account Settings. 2. Click Create. 3. Enter the user information. 4. Select the box next to API User. 5. Select the following in User Permissions: Grant the user access to the web services Administrative Data Management Add Users to Account 63

68 Partners Manage Data Extension Data and Retention Policy 6. Click Save. Connector Configuration Follow these steps to configure the Microsoft Dynamics CRM connector. If you are migrating from 4.0 to 2011/2013, work with your system administrator. Marketing Cloud cannot resolve issues resulting from an unsupported migration. 1. From the Sitemap, navigate to ExactTarget > Reports and Administration > ExactTarget Configuration > Configuration Settings. 2. Enter your Marketing Cloud Account API username and API password twice. 3. To test the API connection, select Connect to API. If the connection is successful, the API and FTP URL fields are automatically populated. 4. Enter your Marketing Cloud Account FTP site username and FTP site password twice. 5. At Enterprise 2.0 Accounts, click Add and select the business units. 6. Click Test Connections. 7. Click Close when the test completes. 8. Click Advanced CRM Configuration Options 9. Complete the following: From Options Return Individual Tracking Responses Minimum Log Level FTP connection mode Report Problem Delivery Method Include Send Classifications, if needed To retain a copy of the CSV import file, select Keep File. Select the Individual Tracking Events to be returned Days To Refresh Tracking Days To Refresh Tracking Aggregates 10. Complete these fields if needed: Enter the number of tracking records to retrieve per page in the CRM Records Per Page field. Enter the number of Marketing Cloud tracking records to retrieve per page in the ExactTarget Records Per Page field. Enter the number of days to retrieve for tracking information in the Days To Retain Send Data Extension field. The default value is 2 days. Set the Maximum preview height to adjust the size of the preview. To deactivate Marketing Cloud tracking activity entities, select Create Activities Closed. Select Remove Duplicate subscribers to remove duplicate subscribers during a send. Marketing Cloud Import logic dedupes automatically. If the same subscriber is included more than once in a list, the system retains the first one on the list and ignores all others that have the same address. Choose more Dynamics CRM roles in the Configuration Allowed Roles field. 64

69 Publication Lists 11. Click Save and Close. Note: The installation checks for conflicts between customizations between your Dynamics CRM 2011 instance and the Marketing Cloud connector. Conflicts can arise from customizations made to the following entities: Contacts Leads Campaigns Accounts The installation doesn t proceed until all conflicts are resolved. While the installation tries to automatically resolve the conflicts, you may need to resolve some manually. To complete configuration settings for initial installations, the next step is to map Microsoft Dynamics CRM users to the Marketing Cloud instance on page 14. Publication Lists Learn about using publication lists in Microsoft Dynamics CRM integrations. Use Marketing Cloud Publication List subscriptions through your Microsoft Dynamics CRM integration to sync unsubscribes. You can map marketing lists to a publication list either at the time of send or create default mapping in advance. There is a many-to-one relationship between marketing lists and a publication list. You can link multiple marketing lists to a publication list; however, you cannot link a marketing list to more than one publication list. A send can only be associated with one publication list. Sends to multiple marketing lists or campaigns must be associated with the same publication list. Publication List Mapping This page provides instructions for mapping a marketing list to a publication list in Microsoft Dynamics CRM. Manage Publication List Subscriptions Manage publication list subscriptions for a Microsoft Dynamics CRM integration with Marketing Cloud. SEE ALSO: Marketing Cloud s Publication List Mapping This page provides instructions for mapping a marketing list to a publication list in Microsoft Dynamics CRM. 1. Navigate to Salesforce > Configuration > Publication List Mapping. 2. Select the Business Unit, if applicable. 3. Select Add. 4. Click the lookup icon to Select a Microsoft Dynamics CRM Marketing list. 5. Select the marketing list and click OK. 6. Select the Marketing Cloud publication list. 7. Click Save. 8. To remove a mapping between a marketing list and a publication list, select the mapping then select Delete and click Save. 65

70 Troubleshooting Overview Repeat steps 1-7 for each marketing list you want to map to a publication list. Manage Publication List Subscriptions Manage publication list subscriptions for a Microsoft Dynamics CRM integration with Marketing Cloud. Ensure that each subscriber has given consent to receive messages from you before sending s to your publication list. You can track unsubscribes at the recipient level in with this integration. When the recipient unsubscribes from a Publication List, a notification is sent to Microsoft Dynamics CRM and is managed as an Activity. View this notification in your Activities with an Activity Type of Marketing Cloud Publication List Opt-Out. If the send is associated to that same Publication List, the integration filters out those recipients who have opted-out of a Publication List. If the send is not associated with a publication list, the integration recognizes the Bulk flag for the global subscription. If a subscriber resubscribes to a Publication List within the Marketing Cloud, that resubscribe does not sync back to Dynamics CRM. If a subscriber contacts you directly to resubscribe, remove the Marketing Cloud Publication List Opt-Out activity. Let the subscriber know to update their subscription status through Marketing Cloud Subscription Center. Review the list of those subscribers who have opted-out of list level subscriptions within CRM by doing an advanced find search on Marketing Cloud Publication List Opt-Out. Troubleshooting Overview Use this information to help solve issues and resume expected performance of your Microsoft Dynamics CRM integration with Marketing Cloud. Troubleshooting involves gathering the available information and taking appropriate actions to resolve issues interfering with the normal operation of your integration. If your issue is not referenced, contact our Global Support Team. Provide this information regarding the issue: Screenshot or text from any error encountered in the Microsoft Dynamics CRM client or Marketing Cloud logs. The steps you took in the Microsoft Dynamics CRM environment which led to the issue. Time frame when the issue began occurring or was first encountered. Complete error logs* or Report Problem file. Note: Sometimes not enough information is gathered for an issue with the Marketing Cloud Connector integration. The Global Support Team can help you enable debug level logging. Troubleshooting Sends Follow these tips to troubleshoot issues with sends through the Microsoft CRM integration. Troubleshoot Non-Send Issues Troubleshoot non-send issues in Microsoft Dynamics CRM. Known Issues This page lists known issues with this integration. Enable Debugging Learn how to enable debugging for the Microsoft Dynamics CRM integration. Review Send Error Logs Learn how to review and send error logs about your Microsoft Dynamics CRM integration to Global Support. 66

71 Troubleshooting Overview Report a Problem Learn how to report a problem with your sends in Microsoft Dynamics CRM using your send log. The send log packages information about a send to your debug address. Troubleshooting Sends Follow these tips to troubleshoot issues with sends through the Microsoft CRM integration. Issue The was not sent to all subscribers in CRM marketing list. Send Salesforce Marketing Cloud button disabled. Send form prompts the user for a password Possible Resolution Make sure the Bulk Flag in CRM is not set to Do Not Allow. There may be duplicate subscribers. Enable Remove Duplicate Subscribers in the Marketing Cloud CRM configuration. The subscriber is in Unsubscribed status in Marketing Cloud. Sync to CRM and set Bulk Flag to Do Not Allow. The subscriber is in a Held status in the Marketing Cloud. The bounced. Sync back to CRM. Subscriber is on a suppression list within the Marketing Cloud account. Subscriber address was scrubbed as a result of List Detective. Verify that you are added to the Marketing Cloud Access security role for on-premise Microsoft Dynamics CRM organizations. In Microsoft Dynamics CRM Online environments, use the ExactTarget Access for CRM Online role instead. Try to access Microsoft Dynamics CRM via Internet Explorer s In-Private browsing feature. We have seen issues in browser settings where accessing Microsoft Dynamics CRM this way enabled the button for the user. If this workaround fixes the button, add your Microsoft Dynamics CRM site to the browser s trusted sites. Then review the browser settings to make sure that scripting is not blocked. Verify that you are using a confirmed browser. Enter your mapped Marketing Cloud account password. Verify it is correct. Verify that the user has the appropriate Microsoft Dynamics CRM security roles for Marketing Cloud access. If those steps do not resolve the password prompt, contact Global Support along with a Fiddler trace file of the password prompt. 67

72 Troubleshooting Overview Issue File upload error Test send status still shows active after 10 minutes Contact address won't update Possible Resolution Confirm the FTP login, password, and URLs are correct in the Marketing Cloud Connector configuration. OnPrem: Confirm that you can access the FTP site from the server running the async service to make sure that there are not any network or firewall restrictions that would prevent traffic. Confirm the FTP server is configured correctly. This issue results from the failing validation on the Marketing Cloud site. Open the and run validation. The Send Processes might not be running. To ensure that they are running, review the workflows. Confirm the configuration for a tracking method. If it is missing, update to the current version for enhanced trackings. SEE ALSO: List Detective Suppression Lists in Marketing Cloud Troubleshoot Non-Send Issues Troubleshoot non-send issues in Microsoft Dynamics CRM. Issue Your tracking data is not returning Possible Resolution Confirm Rolling Tracking Processes are running on page 41. Known Issues This page lists known issues with this integration. There are a few known issues we are working to resolve through upcoming releases or workarounds. Name Length An error occurs when this field is greater than 85 characters. A few key notes on this issue: This field is used on an internal Microsoft Dynamics CRM entity and does not actually have any bearing on the contents. It is saved on the Microsoft Dynamics CRM Send Entity and then used in our Sync Subscriber (Microsoft Dynamics CRM specific) objects. Microsoft confirmed that this error is a known defect. In our Q release, we added code to truncate this field so it would not throw an error message. 68

73 Troubleshooting Overview User Mappings The Enable button does not work in Internet Explorer version 9. This error a Microsoft issue and we opened a case for resolution. To work around this issue: 1. While logged in to Microsoft Dynamics CRM, click the gear in the upper right corner and open the F12 developer tools. 2. Change the Document Mode setting from IE9 standards to Internet Explorer 8 standards. Closing a Dialog Window Results in a WebPage Error The error message asks if you want to debug this webpage and references Silverlight in the detailed message. To avoid this error, turn off IE script debugging. If you do not want to turn debugging off, click No and the message goes away. Enable Debugging Learn how to enable debugging for the Microsoft Dynamics CRM integration. Debug logging increases the volume of information captured in Marketing Cloud for Microsoft Dynamics CRM log files. Logging requires an elevated level of resource commitment within your Microsoft Dynamics CRM environment. Consider the frequency of Marketing Cloud related transactions occurring in your environment during the planned time frame for debug logging. We recommend that you enable debug logging for a brief time, during which troubleshooting steps are taken. After troubleshooting, disable debugging. 1. Select Salesforce in Microsoft Dynamics CRM. 2. Click Configuration. 3. Click Configuration Settings. 4. Click the Advanced CRM Configuration Options button. 5. Scroll down to the CRM Configuration section and select Debug from the Minimum Log Level dropdown list. Tip: To disable debugging, select any value other than Debug. 6. To receive notification for debugging issues in the Debug field, enter the address. 7. Click Save & Close. Review Send Error Logs Learn how to review and send error logs about your Microsoft Dynamics CRM integration to Global Support. View Log Information If you see the Error status under the Status Reason column for an send, find out more information about the error by consulting the send log. 1. Select Sends. 2. Double-click the send to see the send log. 3. Expand the navigation menu then click Logs. 4. Click the event where the error occurred. 5. Review the error information. 69

74 Web Analytics Connector Include Exception Message and Exception Stack Trace Columns in Export To contact Global Support, include the exception message and the exception stack trace columns in a log export. This information helps Global Support determine the best action to take to resolve the issue. 1. In the error event, click the drop-down menu next to Salesforce Marketing Cloud Logs and select Create Personal View. 2. Click Edit Columns. 3. Click the columns to include. 4. Click OK. 5. Export the log. Send an Exported Log to the Global Support Team Export the logs to an Excel spreadsheet and then send to the Global Support Team. Report a Problem Learn how to report a problem with your sends in Microsoft Dynamics CRM using your send log. The send log packages information about a send to your debug address. Exchange Router must be enabled on your Microsoft Dynamics CRM server. 1. Select Sends. 2. Double-click the send log to view. 3. Click the ellipsis then select Report Problem. 4. Click Send. Web Analytics Connector Web analytics services such as Google, WebTrends, or Coremetric track a vast amount of website activity data, provide reports to evaluate site interaction, and suggest improvements. Use the Web Analytics Connector to extend your web analytics service to track and analyze data from your Marketing Cloud sends. Use the connector to tag links in your s by automatically including specific variables in the target URLs. The analytics tool then tracks those URLs back to the . For example, include the campaign ID in the target URL of your links to identify the web traffic generated by that campaign. When a subscriber clicks a link to your website from your Marketing Cloud , your web analytics service tracks the activity. Consulting services are recommended to achieve the best results. Open a ticket in the Help and Training portal to receive more information about this feature, determine consulting service needs, and activate the connector in your account. Note: Configure your third-party web analytics service before opening a ticket to activate the Web Analytics Connector. Include any of these data levels in your links and track the results through the connector: Account Subscriber Link 70

75 Web Analytics Connector Account-Level Data Use account-level data to identify link activity as originating from your Marketing Cloud account, rather than another marketing channel. Set up your account with one of these options: Set up a static variable, such as src=mc to automatically add to your links. Set up a variable with a personalization string that is unique to your account. For example: src=mc_%%memberid%%. This option identifies the specific Marketing Cloud account that the was sent from, which is useful for customers with multiple Marketing Cloud accounts. Note: Refer to your web analytics service for string generator guidance. -Level Data Use -level data, such as a campaign code, to identify link activity from messages and track campaign effectiveness. You can also track links from SMS messages and social interactions with this data. Use one of these options to identify Marketing Cloud -level traffic: Manually enter variables in links when creating an . Automatically include variables for all links in an . Enter the variable in the Additional Attributes section of the properties when creating a new . Update existing s with this information by editing the properties and entering the variable in the Attributes field. Include variables during the Send Wizard by entering them in the Additional Info field. Note: You can enter up to 4,000 characters for these variables in your links, but many browsers restrict URLs to 2,000 characters. Subscriber-Level Data Use account-level data to identify activity from a specific subscriber. This data is applied to all links in each so that website traffic is attributed to the subscriber who received the . For example, include the Subscriber ID in links and identify subscribers who click links within the web analytics service. By storing the subscriber ID in a cookie, the web analytics tool can continue to track the subscriber's progression through your site. Link-Level Data Use link-level data to identify links that are clicked in Marketing Cloud s, which is helpful when using the same alias for multiple links. For example, if you identify the section that the link appears, you can analyze the most effective sections for generating web traffic. A coupon code can also be included as link-level data. Use one of these options for identifying Marketing Cloud link-level data: Manually enter the variable in the Link URL field when creating links. To insert the value of the variable, include personalization strings. For example: content=%%linkname%% Conditional Tagging for Enhanced Tracking Use WAT AMPscript function for conditional tagging through the Enhanced Web Analytics Tracking feature. 71

76 Plan for Web Analytics Integration Plan for Web Analytics Integration Follow these steps to prepare for integrating Marketing Cloud tracking information with your web analytics service through the Web Analytics Connector: Web Analytics Connector Scenario This example shows how to use the Web Analytics Connector to share Marketing Cloud tracking information with a web analytics service. SEE ALSO: Personalization Strings Plan for Web Analytics Integration Follow these steps to prepare for integrating Marketing Cloud tracking information with your web analytics service through the Web Analytics Connector: 1. Configure your third-party web analytics service account. The web analytics service account must be set up before activating the connector. 2. Review Web Analytics Connector information. Determine what data to share through the connector, which data levels to include, and the structure of how the data appears in the URL. 3. Open a ticket in the Help and Training portal. Salesforce Customer Support provides more information on this feature and activates the connector in your account. SEE ALSO: Subscriber Key in Marketing Cloud Web Analytics Connector Scenario This example shows how to use the Web Analytics Connector to share Marketing Cloud tracking information with a web analytics service. In this example, Northern Trail Outfitters (NTO) wants to compare the effectiveness of a new campaign against an existing campaign in converting subscribers to online buyers. To identify which campaign resulted in web page activity, NTO uses Web Analytics Connector to automatically append the campaign ID to URLs in s. This information identifies the campaign that the is part of so NTO can identify which campaign is generating more traffic. NTO contacts Salesforce Customer Support to request enablement of the -level attributes with the Web Analytics Connector. Northern Trail Outfitters decides to include the campaign code in links using this format: et_cid=[campaign code] Note: Refer to your web analytics service for string generator guidance. After it s enabled, NTO includes the campaign code during the Send Wizard for an existing campaign by entering wc1 in the Additional Info field. 72

77 Web Analytics Connector Scenario Links in this automatically contain this string at the end of the target URL: et_cid=wc1 Next, NTO creates the campaign and specifies the new campaign code. When creating an for the new campaign, NTO enters the new campaign code in the Additional Attributes field of the properties. Links in this automatically contain this string at the end of the target URL: et_cid=wc2 NTO creates two groups from the mailing list. The first group receives s from the existing campaign that includes URLs tagged with et_cid=wc1. The second group receives s from the new campaign that includes URLs tagged with et_cid=wc2. As subscribers click links, the web analytics service shows which campaign drove webpage traffic. This tracking is based on the et_cid value in the target URL of the link. The web analytics service continues to track the subscribers, including whether the visit results in a purchase and the purchase value. NTO uses this data to compare the effectiveness of the campaigns. NTO expands their campaigns with SMS messages and Social Forward functionality. They include the campaign codes in URLs to track clicks from those sources, which expand their understanding of campaign effectiveness. 73