SAP Intelligent Notification 365, Service. On-boarding process for SAP Hybris Marketing Cloud / SAP Hybris Marketing customers

Transcription

1 SAP Intelligent Ntificatin 365, Service On-barding prcess fr SAP Hybris Marketing Clud / SAP Hybris Marketing custmers

2 TABLE OF CONTENTS 1. DOCUMENT HISTORY INTRODUCTION HIGH LEVEL ARCHITECTURE & WORKFLOW DESCRIPTION CHECK-LIST FOR ON-BOARDING... 6 Reference Dcuments... 6 Infrmatin requested in prvisining frm... 6 Sender IP Addresses... 6 Sub-Dmain... 6 sender and reply t addresses... 6 Infrmatin prvided as part f prvisining... 7 Credentials... 7 Imprtant nte n DKIM and SPF usage ON-BOARDING PROCESS WORKFLOW FOR HYBRIS CUSTOMERS

3 1. DOCUMENT HISTORY Versin By Date Cmments 0.x Gkul Anantha Baseline draft 1.0 Gkul Anantha V1.0 3

4 2. INTRODUCTION Thrugh SAP Mbile Services, it is nw pssible fr SAP Hybris Marketing Clud and SAP Hybris Marketing custmers t have an integrated channel. 1. SAP Hybris Marketing cmes pre-integrated with SAP Intelligent Ntificatin 365, API / service as a cmmunicatin channel. 2. Bth transactinal and marketing s are supprted using the same service. 3. SAP Intelligent Ntificatin 365, service als delivers ability t secure ntificatin campaigns using custm dmains and DKIM and SPF based deliverability/ reputatin management 4. Available fr SAP Hybris Marketing Clud 1608 r yunger and SAP Hybris Marketing (npremise) 1602 r yunger. This n-barding dcument describes the high-level architecture and functinalities and prvides a step-by-step verview thrughut the n-barding prcess. 3. HIGH LEVEL ARCHITECTURE & WORKFLOW DESCRIPTION The figure belw explains hw the general flw wrks: Lcatin : Anywhere. SAP Intelligent Ntificatin 365 service wrkflw level 0 Lcatin: Applicatin Clud, Anywhere r Walldrf, DE fr SAP Hybris Marketing Clud subscriber App - Undertakes nline r device transactin - Registers fr event based r marketing ntificatins / alerts - Opts-in fr surveys - Passes a pre-defined lcatin Recipient SMTP server Lcatin : Anywhere. Receives bunce metrics via API calls t SAP IN365 service 5 Upstream applicatin / SAP Hybris Marketing 4 Delivers s ( SMTP) t desktp r mbile client based n public MX recrds 3 Lcatin: Data Centers in EU Receive sft and Hard bunce SMTP cdes 2 / multichannel hub Publishes Marketing r transactinal ntificatin t SAPIN 365 using JSON API based n A custmer creates campaigns in SAP Hybris Marketing Clud that results in the SAP Intelligent Ntificatin 365 hub receiving a JSON request via HTTPS API. This request is delivered using the plug-in built int Hybris Marketing. The request has the fllwing key parameters: Sender address fr example, inf@marketing.custmer.cm. Sender name (if needed) - s it will lk like name inf@marketing.custmer.cm Reply_t address - the address where replies will be delivered. Message bdy yu can use either plain text r HTML. Recipient address (ne r mre) - Typically, Hybris nly sends ne address per ntificatin. Encding - nne r UTF-8. These requests are sent t a SAP Mbile Service prvided end pint (URL/ credentials) that are als set up in Hybris marketing tenant fr the custmer alng with valid sender and valid 4

5 Reply_T addresses. The recipient addresses ( subscriber list ) is managed by Hybris marketing and SAP MS nly receives it as part f the ntificatin request. N encryptin is currently undertaken at this stage. SAP MS hub will receive the ntificatin and create a Ntificatin ID; that is a unique reference ID fr every request. Every ntificatin ID is mapped t an ESP jb ID fr tracking purpses. The address r cntent shared in the ntificatin is nt stred r handled during prcessing. SAP Intelligent Ntificatin 365 maps a custmer credential t ne r mre ESP accunt credentials depending n sender dmains/ sub-dmains. Every Hybris Marketing request is mapped t a ntificatin ID that are used t stre metadata infrmatin in an SAP IQ event stre with assciated events. These are again mapped t ESP Jb ID s when the wrkflw clses. During the prcessing SAP tracks the fllwing event types. These events are necessary frm trubleshting perspective. SAP Mbile Services received (frm Hybris) timestamp SAP Mbile Services sent (t ESP) timestamp ESP received timestamp and ESP sent timestamp. 2. SAP Mbile Services cnverts the Hybris request t an SOAP/ XML request and sends ut the ntificatin t an SAP end-pint prvided by ESP infrastructure. SAP IN 365 tracks the prcessing using ntificatin ID/ Jb ID mapping. 3. The ESP infrastructure prcesses each ntificatin jb and sends then ut as SMTP psts using their mail transfer agent (MTA). 4. Upn receipt, the recipient mail servers shall prvide sft r hard bunce infrmatin infrming the sending MTA s n the status f the Jb. 5. Back-end ESP infrastructure captures these bunce statuses and delivers the bunce reprt as a CSV dump. SAP Intelligent Ntificatin 365 captures this inf as bunce event in IQ event stre as well as maintain a bunce statistic service that maintains bunce inf with ntificatin ID fr 7 days. Hybris Marketing pulls this bunce statistic using scheduled callback services. Bunce data is delivered as Jb ID, ntificatin ID, SMTP errr status Any address assciated with a ntificatin ID is purged 7 days frm receipt. Bunce reprts cmes after the is sent ut. At that pint, n message is maintained. Only metadata is available frm that pint nwards. SAP Mbile Services nly keeps (in cache and nt in a stre) between the statuses CAAS RECEIVED and ESP RECEIVED. This is nly fr a very small duratin during which we re-try. The nly reasn failure can ccur at this step is because ESP is dwn r the netwrk is dwn. Once SAP Mbile Services has a status as ESP received, the ntificatin is ut f SAP Mbile Services systems and the nly thing maintained is an SAP Intelligent Ntificatin 365 Ntificatin ID / ESP Jb ID mapping. 5

6 4. CHECK-LIST FOR ON-BOARDING Reference Dcuments Befre getting started, here is a checklist f critical reference dcuments: SAP Intelligent Ntificatin 365 service Prvisining frm SAP Intelligent Ntificatin 365 service Deliverability Best Practices Field Guide SAP Intelligent Ntificatin 365 service FAQ dcument. These shall be delivered as part f n-barding cmmunicatin by the accunt team. Yu can als access these dcuments frm the SAP Intelligent Ntificatin 365 prduct page n the SAP Mbile Services cmmunity: Infrmatin requested in prvisining frm Sender IP Addresses Only whitelisted IP addresses can send ntificatin traffic fr SAP Mbile Service t prcess. Please wrk with yur IT teams t btain dedicated public IP address fr the applicatin thrugh which ntificatins shall be delivered. Sub-Dmain It is highly recmmended t create a sub-dmain t manage utging campaign traffic instead f using tp-level dmain Fr example, if ntificatins are driven frm a newsletter a sub-dmain such as newletter.custmer.cm wuld be wrth cnsideratin. Please talk t yur IT representative t prvisin this. sender and reply t addresses Default sender and reply-t addresses are used when this infrmatin is nt passed as part f the ntificatin request. This is imprtant fr marketing s. The sender address must be assciated with the sub-dmain (fr example, inf@newsletter.custmer.cm). A reply t address is nt mandatry we prvide yu that flexibility. Many senders can have a cmmn reply t address r each sender can have a unique reply t address. The reply t address can be any valid address that yu may want t recipient t respnd t. Fr transactinal s, the sender and reply t may be passed as part f the ntificatin request itself. 6

7 Infrmatin prvided as part f prvisining Credentials Credentials (ntificatin URL, username, and pwd); typically, as belw: VPN Custmer URL: caas_ 12345/ ntificatins Nn-VPN Custmer URL: caas_ 12345/ntificatins UserID: caas_ Passwrd: x5xxgyyl Sender: name@subdm.custmer.cm (default sender name) Reply T: cntact@custmer.cm DKIM and SPF MX recrds (if needed fr reply tracking) that need t be inserted int the TXT recrds f the custmer sub-dmain. Imprtant nte n DKIM and SPF usage DKIM and SPF need t be inserted int the TXT recrds f yur sub-dmain fr deliverability management. Please set the expectatin arund this with yur DNS administratin teams. Fr a detailed understanding n DKIM and SPF based deliverability, please refer t the fllwing dcument: SAP Intelligent Ntificatin 365 service Deliverability Best Practices Field Guide. 7

8 5. ON-BOARDING PROCESS WORKFLOW FOR HYBRIS CUSTOMERS Bradly, the n-barding steps can be categrized int three prcesses as fllws: 1. Manage Hybris tenant set-up 2. Manage service set-up 3. Manage campaign administratin and set-up. The high-level exit criteria fr the n-barding prcesses is as listed belw: Prcess Exit Criteria Manage Hybris tenant set up Manage ntificatin service set up Manage campaign and user set up Static Public IP addresses Marketing Sub-dmains Custm dmain mapping(s) DKIM & SPF mapping cnfirmatin end pint and credentials Reply t tracking White-listed IP ranges Custmer / brand landing pages Campaign user set ups Campaign attributes Campaign KPI s Each f the abve prcesses have detailed sub-prcesses & tasks that need t be cmpleted. There are additinal nuances based n envirnment and infrastructure. These are as detailed in the table belw: Prcess Task Custmer Hybris Marketing SAP Mbile Services Prvisin Hybris Marketing tenant fr custmer Yes Yes N/A Manage Hybris Tenant set up Define sub-dmains fr ntificatins Fr example, if ntificatins are driven frm a newsletter, a sub-dmain such as newletter.custmer.cm wuld be wrth cnsideratin. The ntificatins can then be sent via a sender address inf@newsletter.custmer.cm (details f sender f reply t set up in a different step) 8

9 Prcess Task Custmer Hybris Marketing SAP Mbile Services Assciate a static public IP address with the Hybris tenant This public IP address is needed fr SAP/yMKT t whitelist the ntificatin surce. Only whitelisted IP addresses can send ntificatin traffic fr ymkt/sap t prcess. NOTE: This step is nly needed fr SAP Hybris Marketing n-premise custmers. Set up custm sub-dmains fr prcessing Als, set up sender (frm) and reply t addresses assciated with the subdmain. This is based n the input received frm custmer. N/A N/A Yes Prvide deliverability and reputatin management TXT recrds (DKIM/SPF) in DNS. N/A N/A Yes Validate custm dmain set up and cnfirm t custmer alng with ntificatin end-pint and credentials. N/A N/A Yes Manage ntificatin service set up Set up deliverability and reputatin management TXT recrds (DKIM / SPF) & MX recrd in DNS. NOTE: MX recrd is nt mandatry. Reference: 1. DKIM and SPF recrds shared with credentials 2. Deliverability Best Practices Field Guide (Sectin 6.1.4) Set up ntificatin end-pint and credentials in ymkt tenant Reference: 1. credentials (URL, User ID, Passwrd) 2. ces.cm/sybase/attachments/syb ase/sapintelligentntificatin365/ 11/1/S4HANA%20Marketing%20 Clud%201611%20 %20Setup.pdf 9

10 Prcess Task Custmer Hybris Marketing SAP Mbile Services Whitelist ymkt tenant static/public IP address Nte: This step is nly needed fr SAP Hybris Marketing n-premise custmers N/A N/A Yes Test cnnectivity / traffic Yes Yes Yes Create marketing campaign Nte: Within SAP Hybris Marketing Clud Assciate frm and reply t user address t campaign Nte: Sender Prfiles in SAP Hybris Marketing Clud Manage campaign & user set ups Validate sub-dmain and / r registered addresses (frm and reply t). ymkt uses dmain check API frm SAP MS behind the scene Nte: Within SAP Hybris Marketing Clud. N/A Yes N/A Check campaign metrics Nte: Within SAP Hybris Marketing Clud. Check deliverability metrics (sft/hard bunces) n Hybris Marketing Nte: Within SAP Hybris Marketing Clud. 10

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