Oracle Responsys Getting Started Guide

Transcription

1 Oracle Responsys Getting Started Guide Managing Your Oracle Responsys Marketing Platform Cloud Services E The most current release of this document is available at the following location on the Oracle Help Center web site: February 2018 Documentation for Oracle Responsys customers that describes how to manage their Oracle Responsys Marketing Platform Cloud Service subscriptions using Oracle Cloud Services

2 Preface Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services E Documentation for Oracle Responsys customers that describes how to manage their Oracle Responsys Marketing Platform Cloud Service subscriptions using Oracle Cloud Services Address permission requests, comments, or suggestions about Oracle Responsys documentation by creating a My Oracle Support (MOS) Service Request at Oracle Legal Notices Copyright Notice Copyright 2016, 2017, 2018, Oracle and/or its affiliates. All rights reserved. License Restrictions Warranty/Consequential Damages Disclaimer This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. Warranty Disclaimer The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. Restricted Rights Notice If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, then the following notice is applicable: Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page ii

3 U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. Hazardous Applications Notice This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Trademark Notice Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. Third-Party Content, Products, and Services Disclaimer This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreement between you and Oracle. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page iii

4 Contents Welcome to Oracle Responsys...1 About Oracle Cloud Services and Oracle Responsys... 1 How can I get help with Oracle Cloud Services?... 2 Activating a new subscription...3 Before you begin: Plan your Oracle Responsys usage... 3 Step 1: Log in to My Services... 4 Step 2: Create Oracle Responsys service instances... 6 Step 3: Follow the instructions in the "Welcome to Oracle Responsys" Updating subscriptions Adding allocations to a service instance Removing resource allocations from a service instance Canceling or deleting service instances About renewals and expansion orders Managing users in Oracle Cloud Viewing Responsys Business Metrics in Oracle Cloud My Services About Responsys Business Metrics Access and use the Business Metrics page Troubleshooting FAQ Order issues Cloud Portal access issues Business Metrics issues Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page iv

5 Welcome to Oracle Responsys This document will guide you through the steps you must take to make Oracle Responsys available to you, so that you can log in to Oracle Responsys and complete the setup. It assumes that you are the designated Oracle Responsys Marketing Platform Cloud Services account administrator. This document is also for account administrators who need to make changes to the subscription so that Oracle Responsys users can access the newly added functionality that your organization purchased. Ready to start? Proceed to Your "Steps to Responsys" checklist on page 2. About Oracle Cloud Services and Oracle Responsys As the Account Administrator, you have access to the Oracle Cloud - My Services portal. You must use this portal to activate and update various Oracle Cloud Services, including Oracle Responsys Marketing Platform Cloud Service. The Oracle Responsys Marketing Platform Cloud Service is a metered subscription, with a prepaid subscription model. For new customers, the buyer purchases a single base account and, optionally, add-on product features, which may include additional accounts. An account in Responsys is equivalent to a service instance in the Oracle Cloud - My Services portal. Use the Oracle Cloud - My Services portal to let Oracle know which accounts you would like to configure with which add-on features. For upgrade customers, the buyer purchases add-on product features for existing accounts. Use the Oracle Cloud - My Services portal to let Oracle know which Responsys accounts (Oracle Cloud - My Services service instances) you would like to configure with the newly purchased features. Related documents If you have questions about the Oracle Cloud - My Services portal that are not answered in this document, please refer to the following: Getting Started with Oracle Cloud Oracle Cloud Terminology (Provides definitions for terms you may see when using Oracle Cloud - My Services) Oracle Cloud User Roles and Privileges (Describes user roles for Oracle Cloud - My Services) Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 1

6 Your "Steps to Responsys" checklist At this point in the process, the first three steps to Responsys have been completed: A buyer has purchased a subscription or a subscription update for Oracle Responsys Marketing Platform Cloud Service, or add-ons (such as SMS), or both. The buyer has designated you as the initial account administrator for the Oracle Cloud service. You have received an from Oracle Cloud services that identifies you as the Cloud Services Account Administrator, contains details about your subscription, and provides instructions about how to access the Oracle Cloud - My Services portal. This document describes how to complete the next three steps: Activate your new subscription using the Oracle Cloud - My Services portal, as described in Activating a new subscription on page 3. After Oracle activates your subscription, complete the steps in the "Welcome to Oracle Responsys" . When additional subscription items are purchased, update your subscription as described in Updating subscriptions on page 14. How can I get help with Oracle Cloud Services? Click the Help icon located on any Oracle Cloud - My Services portal page to access online help. From this tab, you can use one of the following methods to get help: Access online help for Oracle Cloud - My Services portal pages. Call Oracle at the 800 number shown on the Help tab, or click Global Contacts to look up contact information for Oracle offices worldwide. Click Technical Support to access the My Oracle Support website. NOTES: - You must have a Customer Service Identifier (CSI) number to use the My Oracle Support website. Oracle Cloud provides the CSI number in the that informs you that your Oracle Responsys instance is ready. - For your Service Request (SR) to be routed promptly, ensure that the SR mentions Oracle Cloud. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 2

7 Activating a new subscription When you activate a new subscription, you provide Oracle with the information it needs to configure your Oracle Responsys account properly. This is particularly important when you have purchased a base account and one or more additional accounts with add-on products. Before you begin: Plan your Oracle Responsys usage Before you create service instances, we recommend creating a worksheet that maps the accounts to their settings, such as the time zone, the default customer hosted reply-to address, and the add-ons that you want to apply to each account. You will need this when you create each Oracle Responsys Service Instance. For example, if your organization purchased a main account, 2 additional accounts, 3 transactional messaging addons, 15 limited unique user account add-ons, and 25 additional unique user account add-ons, your worksheet may look something like the following: Base account: Additional Account 1: Oracle Responsys - 1,000 Oracle Responsys - Messages Additional Account Bundle Default customer hosted reply-to address Time Zone Add-on 1: Transactional Messaging Cloud Service (3 ordered) Add-on 2: Limited User-Hosted Named User (15 ordered) Add-on 3: Additional Full User-Hosted Named User (25 ordered) Additional Account 2: Oracle Responsys - Additional Account Bundle reply1@example.com reply2@example.com reply3@example.com (GMT-08:00) Pacific Time (GMT-03:00) Brasilia (GMT+05:30) Calcutta, Chennai, Mumbai, New Delhi Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 3

8 Step 1: Log in to My Services Before you begin: Ensure that you are using an Oracle Cloud supported web browser. To log in to My Services: 1. Click the My Services URL link in the you received from Oracle. The Sign in to Oracle Cloud page is displayed. 2. Enter the User Name and complete the Password field with the Temporary Password shown in the that you received from Oracle. Click Sign In. TIP: If you have logged in to My Services previously, use the password you set after your first login. Skip to Step 2: Create Oracle Responsys service instances on page The page prompts you to change your Oracle Cloud - My Services portal password and to select security questions and answers. Complete the fields as directed. Keep the new password in a secure location, because you may need it later if you need to add new Responsys instances or to modify active instances. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 4

9 When login is complete, the Oracle Cloud My Services Dashboard is displayed. Its contents may vary, depending on the subscriptions you have with Oracle. For example, the Welcome to Oracle Cloud dialog is displayed after the first time you log in, and it overlays the Oracle Cloud - My Services Dashboard page. You can use it to set your preferred language and time zone. If you do not need to use this dialog, press the Esc key to close it. 4. By default, the Dashboard will not show Responsys. To add the Responsys tile to the Dashboard, click the Customize Dashboard tile. 5. On the Customize Dashboard dialog, click Show. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 5

10 The Responsys service tile is displayed on the Dashboard. Step 2: Create Oracle Responsys service instances For each base account or additional account bundle that you have purchased, repeat the steps below to create the service instances and to activate them. Before you begin: Before you create service instances, if you have purchased add-on accounts, decide which addon products will be added to which accounts. See Before you begin: Plan your Oracle Responsys usage on page 3. The Create New Oracle Responsys Service Instance page does not allow you to save your selections before submitting them, so you must plan resource allocations before creating service instances. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 6

11 From the Oracle Cloud - My Services Dashboard: 1. Click the Create Instance tile. On the Create Instance dialog, locate Responsys and then click Create. The Create New Oracle Responsys Instance page is displayed. 2. Complete the following instance details: a. Name: Enter a unique name for your service instance. The instance name identifies your service only within your Oracle Cloud - My Services identity domain. For example, Oracle does not use it to name your Oracle Responsys account. Optionally, you can change the assigned Account Short Name in Responsys to match the service instance name in "Oracle Cloud - My Services". The instance name must start with a letter, and it can have up to 25 lower case letters and numbers. You cannot use spaces, upper case letters, special characters, or non-english characters or numbers. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 7

12 b. Type of instance: The choices available depend on what you have purchased: Choose Base if this is the first service instance that you are creating. This is your organization s base or main account subscription. Each customer can have only one subscription of type Base. Choose Additional if you already have a service instance of type Base. Each customer can have multiple additional accounts. c. Default customer hosted reply-to address: Enter a valid address to which you want Responsys to forward recipient's replies that the system does not identify as "out of the office" replies or as unsubscribe requests. After Oracle configures your account, you may change the address if needed or add additional addresses through the Responsys Account Management page. You must host this address. A valid address cannot belong to the following domains: rsys2.net, rsys2.com, rsys5.net, rsys5.com, rsys8.net, rsys8.com, responsys.com, oracle.com Oracle Responsys attempts to identify any out-of-office and unsubscribe requests received by an Oracle Responsys-hosted "Reply To" address. Responsys forwards the remaining replies that we receive on your behalf to the reply address that you specify as the default customer-hosted reply-to address. d. Time Zone: Select the time zone for your Oracle Responsys account. Ensure that this value is correct, because the account time zone can only be changed by contacting Oracle Support and only during the first 30 days after activation. e. Allocate add-on resources required at create time, if purchased: If you purchased either the Encryption at Rest feature or the Additional Brand (also known as "multi-brand") feature and you intend to use them on the Responsys instance that you are creating, you must allocate them now. To allocate Encryption at Rest: Locate the field "Oracle Responsys Encryption at Rest Cloud Service - Account" and enter 1 in the field. To allocate Additional Brand: Locate the field "Responsys Marketing Platform Cloud Service - Additional Brand" and enter the number of additional brands to be supported for this Responsys account. For additional brands to be supported by your Responsys account, you must enter at least one additional brand when creating the Responsys service instance. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 8

13 f. Choose your other add-on resource allocation amounts: To select a resource to be configured for this service instance, type a number (in the range of those shown as available) in the field. Repeat this step for each resource you want to activate. NOTE: The amount available is shown below the field where you enter the amount allocated. Example: Your buyer purchased 1 base account, 2 additional accounts, and 25 units of add-on product "Oracle Responsys Marketing Platform Cloud Service Additional Full User Hosted Named User", and you decided to add 5 of the 25 units to the base account. When you create the service instance for the base account, type 5 in the Oracle Responsys Marketing Platform Cloud Service Additional Full User Hosted Named User field. 3. Optionally, change the Administrator Details. By default, this section shows your administrator account details. If you will be the administrator for this service instance and the Responsys account administrator, continue to step 4 below. The administrator details show the contact information for the person who will be both the service instance administrator in the Oracle Cloud - My Services portal and the first account administrator created in Responsys. Oracle Cloud sends the administrator details to Oracle Responsys, and the administrator shown here is set up as the Oracle Responsys account administrator. This person receives the Welcome to Oracle Responsys . (You can add more Responsys account administrators after you log in to Responsys. See the online help in Responsys for instructions.) When a buyer purchases add-on products for the service instance, Oracle Cloud notifies the administrator, who starts the update process (as described in Updating Subscriptions ). 4. Review your changes carefully, and then scroll to the bottom of the page and click Create. The Confirmation dialog is displayed. IMPORTANT: If you purchased either the Encryption at Rest feature or the Additional Brand (also known as "multi-brand") feature and you intend to use them on the Responsys instance that you are creating, STOP. We recommend that you click Cancel and re-verify that you have allocated them according to the "Allocate add-on resources required at create time" step (step 2e on page 8). If you have already verified these allocations, click Create. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 9

14 5. On the Confirmation dialog, click Create to submit your "create new instance" request to Oracle for activation. You can also click Cancel to go back without submitting your request and verify that the details are correct. After you create the Oracle Responsys service instance, the Service Details - Overview page is displayed and a message banner across the top of the screen identifies the service instance to be created. The service instance will not be available right away. It takes Oracle several days to complete all of the steps to set up a new service instance. Oracle notifies you by when the new service instance is ready to use, as described in Step 3: Follow the instructions in the Welcome to Oracle Responsys on page 12. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 10

15 6. Log out of Oracle Cloud - My Services: Click the user menu, and then choose Sign Out. If you log back in to the Oracle Cloud My Services portal before your Oracle Responsys service is activated, you will not see the service instance unless you change the Service Instances filter to Show: All or to Show: Inactive. The Status for your instance will show as Initialized. If you log back in to the Oracle Cloud - My Services portal after your Oracle Responsys service instance is activated (as shown in the image below), you will see that your service instance shows the status Active. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 11

16 Step 3: Follow the instructions in the "Welcome to Oracle Responsys" When your Oracle Responsys account activation is completed, you will receive two s: One from Oracle Cloud, with the subject line Action Required: Your new Oracle Responsys instance in Identity Domain xxxxxx is ready. (Instead of xxxxxx, the shows your Identity Domain.) One from Responsys Interact, with the subject line Welcome to Oracle Responsys! Follow the instructions in the Welcome to Oracle Responsys! to log in to your Oracle Responsys account and complete the remaining setup tasks before production use. Related resources for getting started with Responsys Responsys Insiders community: Responsys Insiders is a customer community where users can access resources, ask questions, and learn about upcoming events, such as product release information and training videos. To join the community, go here. Responsys page on docs.oracle.com: The Oracle Responsys page on the Oracle Help Center links to the Oracle Responsys Release Center and to Responsys integration (API and SDK) documentation. Online help in Oracle Responsys: When you are logged in to Oracle Responsys, you have access to all of the user documentation. Click the Help icon on the page you are viewing to open the online help, which displays the topic for that page. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 12

17 For example, to get help with configuration tasks, go to the Account Administration help: 1. After logging in to Responsys, click the navigation menu button, and then choose Account. 2. Click the blue Help button on the title bar of the Account Management page. You can also get help in Responsys by clicking the user menu, and then choosing Help. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 13

18 Updating subscriptions If the buyer who purchased the Oracle Responsys cloud service makes changes to the account to add services, Oracle Cloud notifies the account administrators. The shows the product ordered and the order number. Tasks If the change order is for adding one or more additional Oracle Responsys accounts, the account administrator must create new service instances. You can also allocate available add-on product features to new service instances when you create a new service instance. See Activating a new subscription on page 3. If the change order is for add-on product features to update one or more currently "Active" service instances, see Adding allocations to a service instance below. If you need to remove resource allocations, contact your Customer Success Manager (CSM), who will help you with next steps. Related documents Updating Your Oracle Cloud Service Subscriptions Adding allocations to a service instance If you purchase new add-on products, you can use the Oracle Cloud - My Services portal to allocate them to an "Active" Oracle Responsys service instance. Learn more by watching the video. To modify an "Active" service instance: 1. Click the My Services URL in the you received from Oracle. The Sign in to Oracle Cloud page is displayed. 2. Enter your User Name and Password, and then click Sign In. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 14

19 When login is complete, the Oracle Cloud - My Services Dashboard is displayed. 3. Click the Responsys tile to view the service details. 4. On the Service Details - Overview page, locate the active service instance to which you want to allocate one or more add-on products. Click its action menu button, and then select Modify. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 15

20 5. The Modify Oracle Responsys Instance page is displayed. Enter the desired allocation amounts in the fields provided. When you have finished, scroll to the bottom of the page and click Modify. 6. The Confirmation dialog is displayed. Click Modify to submit your changes to Oracle for configuring. You can also click Cancel to go back to the Modify Oracle Responsys Instance page without making updates to your service instance, and then click Cancel again to return to the Service Details: Oracle Responsys page. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 16

21 After you update the service instance, the Service Details: Oracle Responsys page is displayed and a message banner across the top of the screen identifies the service instance that was updated. The add-on products will not be available right away. It takes Oracle several days to complete all of the steps to activate add-on products for your service instance. Oracle notifies you by when the new add-on products are ready to use. 7. Log out of Oracle Cloud - My Services: Click the user menu, and then select Sign Out. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 17

22 The Responsys service instance's status remains "Active" during the update. When the updates are completed, you will receive an from Oracle Cloud informing you of the updates made to the service instance. If you log in to the Oracle Cloud - My Services portal after the updates are completed, you will see that the service instance details now show the newly added products. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 18

23 Removing resource allocations from a service instance Once you have allocated a resource to an Oracle Responsys service instance, you cannot use the Oracle Cloud - My Services portal to remove the resource allocation from the service instance. To remove resource allocations from a service instance: Contact your Customer Success Manager (CSM), who will help you with next steps. Canceling or deleting service instances You cannot use the Oracle Cloud - My Services portal to cancel an Initialized or to delete an Active Oracle Responsys service instance. To cancel or delete a service instance: Contact your Customer Success Manager (CSM), who will help you with next steps. About renewals and expansion orders Renewal orders for Oracle Responsys are processed automatically. You do not need to take action in the Oracle Cloud - My Services portal, unless you have purchased additional items. Upgrades: If your organization purchased additional items at renewal time, then the primary administrator will receive an update from Oracle Cloud and must log in to the Oracle Cloud - My Services portal to update the subscription. For instructions about how to complete an update, see Updating subscriptions on page 14. Downgrades: If your organization decides not to renew some items at renewal time, then the primary administrator may receive a service suspension from Cloud Portal after Oracle processes the renewal. This has a subject line that states, "Your service is suspended due to exceeding resource quota". Please contact your CSM as soon as possible for assistance. Although this does not affect your ability to use your Responsys account(s), it does affect your ability to perform tasks in Cloud Portal, such as updating your services with newly purchased add-ons. For more details, see the FAQ item about the service suspended from Oracle Cloud on page 31. Expansion orders are for increasing message volume for Oracle Responsys accounts. Expansion orders are also processed automatically. You do not need to take action in the Oracle Cloud - My Services portal. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 19

24 Managing users in Oracle Cloud We highly recommend that you create at least one backup administrator for Oracle Cloud My Services. To add a new Service Administrator user: 1. Log in to Oracle Cloud My Services using the My Services Administration URL in the Access Details section of the Welcome to Oracle Cloud . See Step 1: Log in to My Services on page 4 for login instructions. 2. From the Dashboard, click Users. 3. From the Users page, click Add. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 20

25 4. Complete the details on the Add User dialog. a. For Manager , use the search button to search for a manager addresses. In Oracle Cloud, manager is a role, not necessarily your HR manager. You may need to use the address of the administrator who received the Welcome to Oracle Cloud . b. For the Roles section, select the Advanced Roles section, and then move all of the roles shown into the Selected Roles box. c. Click Add. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 21

26 The new user should be displayed on the page. Viewing Responsys Business Metrics in Oracle Cloud My Services Service Administrators logged in to Oracle Cloud My Services can view metrics that are useful for administering Responsys service instances. The Business Metrics page shows key metrics for each Oracle cloud service instance. Business metrics for each product will vary, based on what data is important to show for the product s users. For Oracle Responsys, these metrics show a summary of service instance-related data for Responsys administrators. NOTE: Please note that the data shown is not the billing data for your organization s Responsys usage. You can use this document to: Learn about the metrics displayed on the Business Metrics page. Access and use the Business Metrics page in Oracle Cloud My Services. For general information about the Business Metrics page in Oracle Cloud My Services, see Monitoring Current and Historical Utilization for a Service in the Managing and Monitoring Oracle Cloud documentation. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 22

27 About Responsys Business Metrics For Oracle Responsys, you can view the following business metrics. The page shows the totals per day, for the date range you select. Login Requests: Number of login requests. Unique Login Requests: Number of unique login requests. Blocked Logins: Number of blocked login requests. Successful Connect Jobs: Number of Connect upload jobs that Responsys successfully executed. Failed Connect Jobs: Number of Connect upload jobs that Responsys failed to execute. Notes The Business Metrics page for Oracle Responsys: Shows account-level information that is not available in Interactive Dashboards (the campaign reporting feature in Oracle Responsys). Shows data in the UTC time zone. Displays data for each active, individual Oracle Responsys installation (service instance). For example, if your company has one account with multiple sub-accounts, then the account and each sub-account is broken out separately. So if you have three cloudified Responsys service instances - rsysbase, rsyssub1, rsyssub2 (one base account and two additional accounts) - then the Business Metrics page displays each service instance s metrics separately. To view data for rsyssub1, you would select that service instance name. Displays up to 90 days from the calendar date OR from January 1, 2018 (activation date for Responsys Business Metrics in Cloud Portal), whichever date is later. Is only available in the Oracle Cloud - My Services portal. (You cannot view it from Oracle Cloud - My Accounts.) Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 23

28 Access and use the Business Metrics page To view Business Metrics from Oracle Cloud My Services: 1. Log in to Oracle Cloud My Services using the My Services Administration URL in the Access Details section of the Welcome to Oracle Cloud . See Step 1: Log in to My Services on page 4 for login instructions. When login is complete, the web browser displays the Oracle Cloud - My Services Dashboard. 2. Click the Responsys tile to view the service details. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 24

29 3. On the Service: Oracle Responsys - Overview page, click Business Metrics. The Business Metrics page is displayed. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 25

30 The following section describes how you can use the controls on the Business Metrics page to view the available data. Using the Business Metrics page You can use the controls on the page to customize the data shown. Please note that the page does not retain your settings after you log out. To change the date range: Use the From and To fields, located above the graphs, to enter or select a date range. (See item 1 in the example image on page 25.) The maximum date range is 90 days. After you set the date range, the graphs on the page refresh to show the new date range and its data. Note that all graphs on the page will reflect the new date range. To change the service instance shown in the graph: Select an instance name from the list below the graph. (See item 2 in the example image on page 25.) The graph changes to show the data for the selected metric, for the selected service instance. If you have only one Responsys account, then there will not be other service instances to select. To change the metric shown in the graph: Click the list next to the service instance name, and choose a different metric. (See item 3 in the example image on page 25.) The graph changes to show the data for that metric. If there is no data available for a metric, the metric is not available to be selected. To show more metrics in a graph: Click the Add Metric button located below the graph. (See item 4 in the example image on page 25.) A new service instance and metric pair of fields are added to the page. Select the desired service instance and/or metric to be displayed in the graph. You can remove a metric by clicking the remove button ( ) next to the metric field. To show a table of data for the last 7 days: Click the Show Table button below the graph. (See item 5 in the example image on page 25.) The table shows data for the last 7 days of the range show in the graph, for each metric shown in the graph. Click the Hide Table button to remove the table from the page. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 26

31 To add a graph to the page: 1. Click the Add Graph button. The new graph is added above the existing graphs, as shown in the image below. 2. Use the controls below the graph to select the desired metrics to show. 3. To remove a graph, click the Remove Graph button, which is located above the graph to be removed. To export Business Metrics: Click the Export button. Cloud Portal downloads a file named usages.csv to your web browser s default download directory. The download includes all of the business metrics shown at that time on the Business Metrics page. The columns are as follows, and the data is grouped in the following order: Graph: Identifies the graph (1, 2, or 3) that displays the data, when there is more than one graph shown on the Business Metrics page. Date: For the date range selected, there is a row for each service instance ( Context ) and Metric. Context: The Responsys service instance name. This will show the same name, unless you have more than one Responsys account shown on the Business Metrics page. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 27

32 Metric: The metric names shown on the Business Metrics page. The file will contain one or more metrics per graph. Value: Value for the date for a given Graph + Context + Metric. If there was no activity for that day, the row will not contain a value. The following example shows data exported from a Business Metrics page that displayed three graphs, for the date range January 25 through January 31, for the Responsys service instance respxxxxxxx. Graph 1 showed the Failed Connect Jobs vs. Successful Connect Jobs. Graph 2 showed the Failed Connect Jobs. Graph 3 showed Login Requests vs. Unique Login Requests. The value column shows the values for the date for the graph, Responsys service instance, and metric. For example, on January 25, there were 10 Login Requests logged for the respxxxxxxx service instance. Note that for some days, there was no activity for a given metric, so there is no value present for that row. NOTE: If you encounter issues when using the Business Metrics page, see the Business Metrics issues section on page 32. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 28

33 Troubleshooting FAQ Many of the suggested solutions in this section suggest contacting Oracle Support. See How Can I Get Help with Oracle Cloud Services? on page 2 for instructions. Order issues Issue: I did not receive an from Oracle Cloud after our order was placed. Try this: There could be several reasons for not receiving an from Oracle Cloud: Your organization uses spam filtering software: Please follow your organization's process to check your spam folder for from "Oracle Cloud." You are not the administrator contact for your organization: Someone else in your organization may have received the from Oracle Cloud. If you should be the primary administrator for Oracle Responsys, see the "How do we change our admin?" item on page 30 about how to change your organization's primary administrator for Oracle Cloud. Your organization has placed a renewal order: If your organization is renewing without updates to existing features, the renewal is processed automatically. You do not need to take action in Oracle Cloud. If you purchased updates as part of the renewal, the primary administrator for Oracle Responsys should receive an "updated service" from Oracle Cloud. Your organization has placed an expansion order: This action increases your available message volume. You do not need to take action in Oracle Cloud for this to be applied to your account. You are an existing customer whose Oracle Responsys account has not yet been migrated to Oracle Cloud: If you are an existing Oracle Responsys customer but did not receive an with Oracle Cloud access details, your account may not have been migrated yet. Ask your Customer Success Manager to confirm whether your account has been migrated to Oracle Cloud. If your account was not migrated yet, Oracle completes the update order using our former process. If none of the above apply, a system error may have prevented the . Please work with your CSM to report the issue to Oracle. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 29

34 Cloud Portal access issues Issue: The instructions in the Managing Users in Oracle Cloud My Services section on page 20 do not appear to work for me I don t see the Add button, for example. Try this: Try logging out of Oracle Cloud My Services, and then log back in. You can also try restarting your web browser or deleting your web browser s history. If these suggestions do not work, contact Oracle Support and create a Service Request for Oracle Cloud My Services. Issue: How do we change the admin for our account? Our service administrator no longer has the role or has left the company, and we need to assign a new primary administrator to receive the Oracle Cloud s and Welcome to Responsys . Try this: Contact Oracle Support and create a Service Request to change the primary administrator for Oracle Cloud My Services, as follows: If the Admin contact has left the company, the new Admin contact must attach a signed letter/ to the Service Request from their direct manager approving the change in Admin. If the Admin contact is still within the company, but should no longer be point of contact, the current Admin must attach a signed letter/ to the Service Request that approves the change in Admin. The previous Admin and new Admin contact must be named in the letter, and an must contain a full signature with the sender s contact information. Issue: I received an Oracle Cloud a while ago, but I didn t log in and now the credentials have expired. What do I do? Try this: The temporary password expires 60 days after the is sent. Contact Oracle Support and create a Service Request to reset the temporary password on Oracle Cloud My Services. Issue: I have logged in to the Oracle Cloud My Services portal before and set my password and challenge questions, but I do not remember my password or username. Try this: Using your web browser, go to and use the Trouble Signing In? tile to request a list of accounts and services associated with your address. An from Oracle Cloud provides Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 30

35 the access details for your My Account and My Services administrator accounts, but it does not send passwords. Use the challenge questions you set during a previous session to reset the password. If you have not logged in yet, contact Oracle Support and create a Service Request to reset your password. Issue: I received an from Oracle Cloud saying that my service is suspended due to exceeding resource quota. What should I do? Try this: Contact your Customer Success Manager (CSM) as soon as possible for assistance. How does this affect our Responsys access? Your organization can still use your Responsys account(s). However, it will affect tasks you can do in Cloud Portal. You cannot modify your Responsys service instance(s) within Cloud Portal until the issue is resolved. So if you purchased add-ons at renewal that require an update to your service instance(s), then you will be unable to perform the update tasks in Cloud Portal until the issue is resolved. How do I prevent this from happening? Currently, Cloud Portal does not support a "downgrade" task for Responsys service instances. Your Customer Success Manager will help resolve this problem for you. What causes Oracle Cloud to send the message? At renewal time, a customer may choose to downgrade their service. What this means is that the customer chooses not to renew certain products or chooses to reduce the number of user licenses. For most cloud products, customers must log in to Cloud Portal before the order is submitted and update their subscription to match what the Customer Success Manager submits in the ordering system. (Cloud Portal for Responsys does not support this yet.) If the customer does not do this in Cloud Portal, Oracle Cloud sends the customer a message similar to the following: Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 31

36 Issue: When I view the Responsys service details page, I see several options to select, such as Documents. But when I click them, there is nothing to see. Is this the expected behavior? Try this: This is the expected behavior at present - no action is necessary. As Oracle continues to integrate Responsys into its Cloud Portal, Oracle may make new information available in the Responsys service details. When new information is added, Oracle will update this document to provide details about how to use it. Business Metrics issues Issue: When I click Business Metrics, nothing happens. Try this: This page can take several seconds to load. If it does not load after 10 seconds, try clicking the link again. Issue: When I try to view the Business Metrics page, I do not see any data. Try this: A system error may have caused the data not to load for your account. Contact your Customer Success Manager for assistance. Issue: I can see some metrics when I go to the Business Metrics page. But when I try to change the date range, I don t see the data I was expecting. Try this: If the Business Metrics page does not display data for the selected date range, or if the data is not what you expected to see, there may be several potential causes: The data was not available because the service was not activated yet. Business Metrics displays data for each individual Oracle Responsys account (service instance). You may see data for one account but not another if you had a base account, and then added an additional account later. Data from before January 1, 2018 is not available, because that was the activation date for Responsys Business Metrics in the Oracle Cloud - My Services portal. Data reflects the UTC time zone, rather than the account's or Cloud Portal user's time zone. This is the expected behavior. A system error may have occurred. Please contact your Oracle Customer Success Manager for assistance. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 32

37 Issue: A metric is missing from the drop-down list. Try this: Data was not available for your Responsys instance for that metric, so it is not available to select from the list of metrics. Issue: I configured the Business Metrics page. However, when I logged in, my settings were gone. Try this: Business Metrics page selections remain while you are logged in to Oracle Cloud My Services. The Business Metrics page resets to its defaults after you log out. Issue: Why are there discrepancies between the table and the graph? For example, the table shows a blank for a given date, but the graph bridges between the last two data points, rather than showing no data point for the dates. Try this: This is a known issue. To view the data for specific dates, you can either use the Show Table to see the 7- day view or use the Export button to download the file that shows the values for the dates selected for the page. Issue: I changed the date range, but now I m seeing errors and I can t seem to clear them. Try this: Verify that the date range you are trying to show is a 90-day date range. Oracle Cloud My Services may try to adjust the date range relative to the start or end date you enter, if one of the dates is incorrect. For example, if you mistype the start date such that it is a future date, but the end date is a valid date (current day or earlier), it will adjust the range and will show a message about the adjustment it made. However, the field in error may still show the value you tried to enter. If the date fields do not reset, delete the dates shown in the fields, and then and click the Refresh button on your web browser. The page should refresh to show a valid date range. If you still encounter issues, log out, and then log back in again and return to the Business Metrics page. Oracle Responsys Getting Started Guide: Managing Oracle Responsys Subscriptions with Oracle Cloud Services Page 33