Pega Field Marketing USER GUIDE 7.4

Transcription

1 Pega Field Marketing USER GUIDE 7.4

2 2018 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: (617) Fax: (617) Pega Marketing Document: Pega Field Marketing User Guide Software Version: 7.4 Updated: April 2018

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4 CONTENTS About this document... i Intended audience... i Guide organization... i Field Marketing overview Logging in Field Marketing portal Header bar Navigation pane About the Recent list About the Following list Campaign Dashboard My Campaigns Latest Campaign Engagement for Last 5 Campaigns Campaign creation Template Details Engagement Results Campaign display Campaign header Message panel Campaign steps Campaign Results Campaign Summary Links panel Pega Pulse panel Attachments panel Campaign actions Edit Campaign Information Edit Campaign Contacts My Contacts List Campaign Contacts List

5 Contact pre-filtering Viewing Campaign Contacts Edit engagement steps Specializing content Testing content Previewing content Appointment Generic Hand Off Request approval Approve/reject campaign Launch campaign Customizing Field Marketing... A-1 Using a custom customer class... A-1 Using a custom customer class key... A-1 Customizing territory definitions... A-1 Customizing contact fields... A-2 Report Definitions to customize... A-2 Sections to customize... A-2

6 About this document This guide is designed to provide you with an overview of Pega Field Marketing a component of the Pega Marketing solution. The Field Marketing layer combines with Pega Marketing to provide a robust solution that enables corporate marketers to design marketing collateral for field marketers to effectively target their contacts. Intended audience This guide is intended for: Field marketers and their managers Application implementers To understand how to customize Field Marketing Corporate marketers - To gain a better understanding of the field marketing process. Functions specific to corporate marketers are explained in the relevant chapters of the Pega Marketing User Guide, available on the Pega Marketing product page. Guide organization This guide contains the following sections: Chapter 1: Field Marketing overview Chapter 2: Campaign creation Chapter 3: Campaign display Chapter 4: Campaign actions Appendix A: Customizing Field Marketing Provides a business overview of Field Marketing and explains the basics of the Field Marketing portal. Provides information on creating new Field Marketing Campaigns. Explains the Campaign display and its various features. Provides an in-depth look at the actions available on a Campaign and the action configurations. Provides details on different aspects of customizing a Field Marketing implementation. Pega Field Marketing User Guide i

7 Field Marketing overview Field marketing (also known as distributed, local, or subscription marketing) refers to marketing carried out by smaller departments or business units (i.e. the Field) in an organization. This is in contrast to corporate marketing which is done by large marketing departments within large companies and focuses on overall company initiatives and brands. Often, the corporate marketer wants the Field to participate in marketing initiatives. Field marketing enables this participation by allowing the Field to: Reuse corporate marketing assets Customize corporate assets by adding local needs Run smaller marketing initiatives on their own Pega s field marketing solution Pega Field Marketing plugs into the existing Pega Marketing solution and adds support for field marketing (as outlined above). The roles involved in this Field Marketing solution are: Corporate Marketer: Uses Pega Marketing to create corporate marketing Campaign Templates, Segments, and other digital assets. Typically, these assets can be used by the field for their local needs, but they also reflect the corporate brand and business objectives. Field Marketer: Uses Pega Field Marketing to: Review corporate marketing Campaign Templates to use for customers, with whom they have developed a relationship (i.e., their contacts) Create Campaigns Identify contacts to target with each Campaign Make minor modifications to corporate messages (as needed) Follow up with targeted contacts Monitor the success of each Campaign Marketing Manager: Uses Pega Field Marketing to review and approve field marketer Campaigns. The marketing manager also monitors the success of all Field Marketing Campaigns as a whole. Logging in The following Field Marketing operator accounts are provided out-of-the-box. Your administrator will provide you with the specific account(s) with which to log in to the system. Role Login Password Notes Field Marketer FieldMarketer1 FieldMarketer2 FieldMarketer3 install Each of these operators is identical, but belongs to a different organizational unit. Marketing Manager FieldMarketingManager install Pega Field Marketing User Guide 1-1

8 Administrator Note: When creating new Field Marketing operators (or updating existing operators to field marketers), ensure that the Auto checkout on save as user preference is disabled. Field Marketing portal The Field Marketing portal is the default portal for both field marketers and field marketing managers. This portal is based on the case manager portal. It provides the user with quick and convenient access to a wide variety of resources. The Field Marketing portal includes the following elements: Header Bar Navigation Pane Campaign Dashboard Header bar The Header bar provides icons for easy access to tools and menus. The following icons are included: Pega Field Marketing User Guide 1-2

9 Icon Purpose Contains menu items to create associated case types (such as Campaigns). Contains the operator menu with commands such as Switch Portal, View Profile, and Log Off. Navigation pane The Navigation pane provides quick access to the Campaign Dashboard, the user s Worklist, and the user s cases. It also contains the Recent and Following lists. About the recent list The Recent list contains quick access links to the user s most recently accessed items. The System automatically manages this list as the user opens and closes items. Click an item in this list to open it. About the following list The Following list contains quick access links to items that the user has selected to follow. The System updates this list as the user follows or unfollows new items. Click an item in this list to open it. Campaign dashboard The Campaign Dashboard serves as the home page for the Field Marketing portal. The dashboard provides the field marketer with a list of their Campaigns, statistics for their last Campaign, and cumulative statistics for their last five Campaigns. The user can also initiate a new Campaign via the New Campaign button. My campaigns The My Campaigns list shows the user s Campaigns along with a summary of information for each Campaign. The user can open the Campaign by clicking on the Campaign name in the Name column. Pega Field Marketing User Guide 1-3

10 Users can sort and filter the Campaigns list to view the desired set of Campaigns. Additionally, the Show Resolved-Completed check box enables users to show or hide completed Campaigns in the list. Latest campaign Pega Field Marketing User Guide 1-4

11 The Latest Campaign section shows statistics for the user s last launched Campaign. The following Campaign information is displayed: Field Description Click to Campaign Name Name of the Campaign Open the Campaign Delivered Opened Open Rate Clicked Click Rate Number of contacts who were targeted by this Campaign Number of contacts who opened an , which was delivered as part of this Campaign Ratio of contacts who opened an to the contacts targeted Number of contacts who clicked on a link in an that was delivered as part of this Campaign Ratio of contacts who clicked on an link to the contacts targeted View a list of contacts who were part of this Campaign View a list of contacts who opened an View a list of contacts who opened an View a list of contacts who clicked on an link View a list of contacts who clicked on an link Engagement for last 5 campaigns Pega Field Marketing User Guide 1-5

12 This section shows statistics for the user s last five launched Campaigns. The following Campaign information is displayed: Field Description Click to Campaign Name Name of the Campaign Open the Campaign Total Delivered Total Opened Open Rate Total Clicked Click Rate Total number of contacts who were targeted by the last 5 Campaigns Total number of contacts who opened an , which was delivered as part of the last 5 Campaigns Ratio of contacts who opened an to the contacts targeted Total number of contacts who clicked a link in an , which was delivered as part of the last 5 Campaigns Ratio of contacts who clicked a link in an to the contacts targeted View a list of contacts who were targeted by one of the last 5 Campaigns View a list of contacts who opened an from the last 5 Campaigns View a list of contacts who opened an from the last 5 Campaigns View a list of contacts who clicked a link in an from the last 5 Campaigns View a list of contacts who clicked a link in an from the last 5 Campaigns Note: The total count for each category (Delivered, Clicked, and Opened) is the sum of the individual counts for each of the last five launched Campaigns. Note: The list of contacts for each category (Delivered, Clicked, and Opened) shows the unique set of contacts for that category over the last five launched Campaigns. A contact targeted by multiple Campaigns shows up once in this list but is counted the appropriate number of times in the total and rate calculations. Pega Field Marketing User Guide 1-6

13 Campaign creation Users can create new Field Marketing Campaigns via the New Campaign button on the Campaign Dashboard or from the Create menu in the portal header. Each new Campaign must be based on an existing Campaign Template. These templates are configured by corporate marketers in the Pega Marketing Portal (via the Offer rule form). To create a new Campaign, users must specify a Campaign name and then select a Campaign Template from the list of available templates. The list of templates can be filtered and sorted to show the desired subset of templates. When the filter icon ( ) to the right of the column name is green as shown above in the Template column, this indicates that the list is currently filtered by this column value. The following information is displayed for each Campaign Template: Column Template Description Pre-Filtered Contacts Campaign Count Description Name of the template Description of the template If Yes, indicates that the corporate marketer has specified a pre-filter for the contacts that can be targeted by this Campaign. The user can only target those contacts that satisfy the corporate marketer s prefilter. Number of launched Campaigns that have used this template Pega Field Marketing User Guide 2-1

14 The user can view additional information about the Campaign Template by clicking the expand icon ( ) to the left of the row. The following figure shows the additional information displayed for the row: Template details The Template Details section lists the various engagement steps in the selected Campaign Template. Each row in the list corresponds to an engagement step and contains the step icon and name. These steps are configured by the corporate marketer as part of designing the Campaign Template. Currently, the solution supports the following engagement step types: Icon Engagement Type Description Appointment Generic Hand Off The system sends an to Campaign recipients. Click the Preview link to view the subject and content, and to send a test . The system schedules follow-up work for an operator (such as the user). The system sends preconfigured information to a file or database table. The system spins off a new work process. Pega Field Marketing User Guide 2-2

15 This list of engagement steps is meant to provide an overview of the engagement steps in the Campaign Template. Once a template is selected and the Campaign is created, the user can view and, in some cases, edit the configurations of these steps. Engagement results The Engagement Results section displays information pertaining to the performance of the selected Campaign Template in previously launched Campaigns. This includes the following information: Field Description Click to (X Delivered) Total number of contacts that have been targeted via Campaigns using this Campaign Template Open Rate Ratio of contacts who opened an to the contacts targeted Click Rate Ratio of contacts who clicked on an link to the contacts targeted Accept Rate Ratio of contacts who accepted a Campaign to the contacts targeted n/a View a list of contacts who opened an View a list of contacts who clicked on an link View a list of contacts who accepted a Campaign Pega Field Marketing User Guide 2-3

16 Campaign display After entering a Campaign name and selecting a Campaign Template, click Create to create the Field Marketing Campaign work object. Doing so switches to the Campaign work object display, as shown below: The Campaign display has the following sections: Campaign Header Message Panel Campaign Steps Campaign Results Campaign Summary Links Panel Pega Pulse Panel Attachments Panel Pega Field Marketing User Guide 3-1

17 Campaign header The Campaign header displays the following information about the Campaign: Name Work ID Status Button toolbar Contains buttons for the actions that can be performed on the Campaign, including: Actions / Other actions - View a list of available actions that can be taken on the Campaign at the current point of time. Close Close the Campaign display. Save Save current changes and continue performing the action. Note: The Save and Other actions buttons are available in perform mode, when an action is currently being performed. Message panel The message panel displays pertinent messages to the user. This includes instructions, confirmation messages, and other messages relevant to the performed action and its outcome. Pega Field Marketing User Guide 3-2

18 Campaign steps The Campaign steps section displays an overview of a Campaign s configuration steps (actions) and their current status. Once an action has been completed, the step number changes color to blue as shown below: The Campaign steps section typically includes the following steps: Campaign Information Campaign Configuration Engagement Steps Approval Run The actions corresponding to the above steps (and their displays) are described in the subsequent Campaign Actions chapter. The links next to each step (such as Edit, View, and so on) indicate the actions that can be performed for this step. A disabled link indicates that the corresponding action is not available at this stage of the Campaign lifecycle. The View link is always enabled and presents a read-only display of the step s configuration. Pega Field Marketing User Guide 3-3

19 Campaign results The Campaign Results section appears in the Campaign display once a Campaign has started running. This section displays the following Campaign statistics: Field Description Click to Delivered Opened Open Rate Clicked Click Rate Accepted Accept Rate last updated Number of contacts who were targeted by this Campaign Number of contacts who opened an , which was delivered as part of this Campaign Ratio of contacts who opened an to the contacts targeted Number of contacts who clicked on a link in an that was delivered as part of this Campaign Ratio of contacts who clicked on an link to the contacts targeted Number of contacts who accepted this Campaign Ratio of contacts who accepted this Campaign to the contacts targeted Date and time when the above statistics were retrieved View a list of contacts who were part of this Campaign View a list of contacts who opened an View a list of contacts who opened an View a list of contacts who clicked on an link View a list of contacts who clicked on an link View a list of contacts who accepted this Campaign View a list of contacts who accepted this Campaign n/a Pega Field Marketing User Guide 3-4

20 Campaign summary The Campaign Summary section is shown below the action display when an action is being performed on the Campaign. It provides the user with a quick overview of the key information pertaining to the Campaign. Links panel The Links panel contains various useful links, including the following: Follow Mark this Campaign as an item to follow. Followed items are displayed in the Following List in the portal s left navigation pane. Unfollow Remove this Campaign from the list of followed items. Tags Manage the tags associated with this Campaign. Users can directly search for Campaigns by tags in the Field Marketing portal by clicking the Matching Tags link in the search results pane. Pega Pulse panel The Pega Pulse panel provides a mechanism for users to collaborate while they work on the Campaign. Users can share messages, files, and links with each other. Users can also apply various filters to view only the desired posts. While adding a new post, users can control Pega Field Marketing User Guide 3-5

21 whether the post should be Private or Public. For files and links, users can also choose to attach the file or link to the work object. Attachments panel The Attachments panel lists the documents that have been attached to the Campaign. It also provides a way to add new attachments to this Campaign. Users can attach files and links via the Add menu in the panel. Click the Advanced link to either attach other types of attachments (e.g., notes, screenshots), or to scan and attach a document. This opens a separate window where attachments can be managed. Pega Field Marketing User Guide 3-6

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23 Campaign actions This chapter describes the actions that can be performed on a Field Marketing Campaign. The set of actions available depends on the Campaign s current lifecycle stage. For example, the Launch Campaign action is available only after all Campaign configuration steps are complete and the Campaign has been approved. Campaign actions can be triggered from the following places: Link in the Campaign steps section (e.g. Edit, Launch, and so on) Actions menu in the Campaign display Other actions menu, when performing an action The actions available on a Campaign include the following: Edit Campaign Information Edit Campaign Contacts Edit Engagement Steps Request Approval* Approve/Reject Campaign* Launch Campaign * Approval-related actions are available on Campaigns only if your application includes the Marketing Operations component. Edit campaign information This action enables the field marketer to provide high-level Campaign information, such as objectives, planning start and end dates, and the planned start date. Pega Field Marketing User Guide 4-1

24 This action must be completed before the Campaign can be submitted for approval. If this information changes after the Campaign is approved, the Campaign must be reapproved before it can be launched. After performing this action, the information entered above can be viewed by clicking the View link in the Campaign steps section. The information entered as part of this action is displayed in the Campaign Summary section, which is a part of the Campaign display when an action is being performed. This information provides the user (both field marketers and mangers) with a quick overview of the Campaign essentials without having to leave the action display. Edit campaign contacts This action enables the field marketer to select the recipients for this Campaign. Each field marketer has access to their contact list and can use this action to target the desired contacts. Pega Field Marketing User Guide 4-2

25 The display for this action contains two lists: My Contacts Campaign Contacts My contacts list This list contains the user s contacts along with their pertinent information. The contacts shown in this list are determined by the user s territory definition. Territory definitions and the information displayed for each contact can be customized by your application administrator. Refer to the Customizing Field Marketing appendix of this guide for details. Users can select contacts one at a time or all at once (i.e., select the Click to select all check box). Each of the columns in the grid support sorting and filtering and can be utilized to narrow down the list to the desired contacts. The number of contacts in the list is displayed next to the list title. If the list has been filtered, the word Filtered appears before the contact count, as shown below. In addition to column filtering, users can also specify advanced filter criteria via the Edit link in the Filter section. Pega Field Marketing User Guide 4-3

26 Advanced filtering enables filtering by criteria that are not displayed in the contact list. Users can enter multiple filter criteria to target the appropriate contacts. Each specified filter criterion is joined to the others via a logical AND operation. For each filter criterion, the user must select a property, a relational operator (e.g., Is Equal, Greater Than, and so on), and the relational values. The Select values button enables users to view a list of available and valid values, and to select the desired values from that list. After the desired contacts have been found and selected, click the Add Selected button to add the selected contacts to the list of Campaign contacts. The button displays the current number of selected contacts. The process of finding and selecting contacts can be performed iteratively. If the same contact is selected in multiple iterations, it will only be added once. The number of new contacts added to the Campaign contact list displays after each addition. Pega Field Marketing User Guide 4-4

27 Campaign contacts list This list contains the contacts that have been added to this Campaign. The information displayed for each contact can be customized by your application administrator. Refer to the Customizing Field Marketing appendix of this guide for details. Similar to the My Contacts list, users can filter and sort the various columns to review the targeted contacts. The total number of targeted contacts is shown next to the section title. If this list is filtered, then the filtered contact count is also shown. Users can remove contacts by selecting the desired contacts and clicking the Remove Selected button. The button displays the number of contacts that will be removed. After removal, a confirmation message displays indicating the number of contacts that were removed. Pega Field Marketing User Guide 4-5

28 Note: Any modification to the Campaign Contacts list takes effect immediately (i.e., when you click the Add Selected or Remove Selected buttons). This is unlike other actions which are applied on submission of the action. Contact pre-filtering Contact pre-filtering is a mechanism that allows corporate marketers to specify contact criteria while designing Campaign Templates. If a corporate marketer associates a contact pre-filter with their Campaign Template, the user (field marketer) can target only those contacts which satisfy the pre-filter criteria. If the Campaign Template employs contact pre-filtering, the word Pre-filtered appears in the Campaign Contacts step of the Campaign display, as shown below. When pre-filtering is enabled, the System evaluates the contacts in the My Contacts and Campaign Contacts lists each time the user edits their contact list, removing any contacts that no longer meet the pre-filter criteria. If any contacts are removed from the Campaign Contacts list, a notification is displayed above the list indicating the number of contacts that were removed. Note: In addition to contact pre-filtering, the system also applies territory criteria to the user and the Campaign contact list each time the contact list is edited. Contacts that are no longer present in the user s territory are removed from both these lists. Pega Field Marketing User Guide 4-6

29 Viewing campaign contacts The contacts selected for a Campaign can be viewed by clicking the View link in the Campaign steps section. This list supports column filtering and sorting. Note: The Edit Campaign Contacts action must be completed before the Campaign can be submitted for approval. If this information changes after the Campaign is approved, the Campaign must be reapproved before it can be launched. Edit engagement steps This action enables the user to view the engagement steps in this Campaign Template as specified by the corporate marketer. The list of engagement steps provides an outline of the method by which a contact will be engaged for this Campaign. Each step in the engagement process is shown with its relevant information. In addition, this action enables the user to make certain modifications to the engagement content (if enabled in the Campaign Template). The following engagement step types are supported: Appointment Generic Hand Off Pega Field Marketing User Guide 4-7

30 An engagement step indicates that an will be sent to the contact. The following configurations are displayed for this engagement type: Name Subject Sent From Description Subject of the The sender s name Reply To Time to wait for a response Note: If an account is selected (e.g., Default Account), the sender s name is derived at runtime from the account s configuration settings The reply-to address Note: If the Sent From value is an account (e.g., Default Account), the Reply To address (although not shown) is derived at runtime from the account s configuration settings Time that the system waits for a response from a Campaign s recipient after sending this . If this field is not displayed, the system immediately moves on after processing this step. Specializing content In addition to viewing the s configurations, the user can also view and specialize the content of the . Click the magnifying glass icon ( ) to open the display. Pega Field Marketing User Guide 4-8

31 Initially, the shows the content configured by the corporate marketer (i.e., the base version of the ). The user can review the content and make modifications to it. The editor includes toolbar icons that enable the user to format the content, insert property references and response links, and reference other rules. The user can also toggle Source mode on and off to switch the editor between source and design modes. In the following example, the user has added a link to subscribe to their monthly newsletter and also added a section that contains their signature. Pega Field Marketing User Guide 4-9

32 Click the Show the preview of included section check box to preview any included sections. Click the Save button to save changes to the content. The first time an is saved in a Campaign, the system creates a Campaign-specific version of the . Any future changes to the for this Campaign will update the Campaign-specific version. This allows the same to be specialized differently for different Campaigns. The user can also choose to specialize an in one Campaign, but use the base (corporate marketer) version in another. After the is saved, a Restore to Original button becomes available in the header buttons. This button allows the user to revert back to the base version of the . For certain s (such as the 2014 New Gadgets Send Second sample shown earlier in this topic), the corporate marketer may also allow the user to modify the value in the SUBJECT field. This setting is configured by the corporate marketer when they design the Campaign Template. If this feature is enabled, the SUBJECT field is editable and any changes made to the subject are stored in the Campaign-specific version of the . Reverting to the base version will also restore the subject to its original value. In our example below, we made a slight modification to the subject: Pega Field Marketing User Guide 4-10

33 The Close button allows the user to return to the Edit Engagement Steps action. If the subject was modified, the step s subject will reflect this modification. Note: If a Campaign Template uses the same in multiple steps, each occurrence is listed as a separate engagement step. If the is specialized, the modifications (content and subject) apply to all steps that reference the . Testing content The Test My Message section at the bottom of the display allows the user to test the look and feel of the by sending a test message. The user can either send the test message to themselves (at the address specified in their operator profile) or to a specific address. Upon clicking Send Test Message, the test message is sent and a test status message is displayed. Pega Field Marketing User Guide 4-11

34 Previewing content The user can also preview the content of an without performing the Edit Engagement Steps action. This view can be launched from the Preview link from the following places: Engagement step details on the Engagement Steps step in the Campaign display Template Details section for a Campaign Template during Campaign creation The preview display is identical to the normal display, with the exception that the user cannot edit the subject and content. The user can still use the preview to test the , as described in the previous section. Appointment An Appointment engagement step indicates a scheduled appointment. When the Campaign reaches this step, the system will schedule an appointment (i.e., follow-up item) and then add it to the assigned operator s worklist. Pega Field Marketing User Guide 4-12

35 The configuration settings for this engagement type are listed in the table below. If one of these settings does not appear in the step s details, then it is not configured in the Campaign Template. Name Assign To Scheduled Description Name of the operator or workbasket to which the appointment will be assigned. Date and time of the scheduled appointment. There are two modes for this setting: Specific date and time: In this mode, the appointment is scheduled for a selected date and time. For example, on 11/29/ :00 PM Relative date and time: In this mode, the appointment is scheduled to occur at a selected time after a selected number of days, relative to when the Campaign reaches this step. Instructions For example, 2 calendar days after the Campaign reaches this step, at 2:00 PM. Or, 5 business days after the Campaign reaches this step, at 10:00 AM. Instructions for processing the scheduled appointment. Generic A Generic engagement step indicates the recording of pre-configured information into a file or database table. Pega Field Marketing User Guide 4-13

36 The following information is displayed for this engagement type: Name Description Content Links Description Describes the functionality that this step performs. Corporate marketers can use this field to maintain any type of information required for this engagement type. List of content links that the corporate marketer has associated with this step. This includes both file and URL links. The user can click on a link to view the file or URL. Hand off A Hand Off engagement step indicates the launching (i.e., spin-off) of a new process. The following information is displayed for this engagement type: Name Description Description Description of the process being spun off. Corporate marketers can use this field to maintain any type of information required for this engagement type. Pega Field Marketing User Guide 4-14

37 Request approval This action enables the user to submit their Campaign for approval. In order to submit a Campaign for approval, users must first complete the following actions: Edit Campaign Information Edit Campaign Contacts Edit Engagement Steps After these steps are complete, the Request Approval action is available on the Campaign. The current status of the approval is listed next to the step title in the Campaign display. The status can be one of the following: Required: Approval is currently required and the Campaign must be approved before it can be launched. Approved: Campaign has been approved and can be launched. Rejected: Campaign has been rejected. The user should address any approval comments and resubmit the Campaign for approval. Optional: Campaign does not require approval to be launched. The user can still choose to submit the Campaign for approval. When submitting the Campaign for approval, the user must enter a note for the approver. Upon clicking Submit, the Campaign is routed to the manager of the user s organizational unit for approval. In addition, the system sends an notification to the manager regarding the approval request. Approve/reject campaign These actions are only available to the manager. The manager can open the Campaign work object directly from their (by clicking the Campaign name). They can also open the work Pega Field Marketing User Guide 4-15

38 object from their worklist, which can be accessed via the My WorkList link in the Field Marketing portal navigation pane. After opening the Campaign, the manager can view relevant details (such as the Campaign information, the contact list, and the engagement steps) via the View link on each of the appropriate steps. To perform the approval, the manager launches the desired action from either of the following places: Approve or Reject link in the Approval step Approve Program or Reject Program action in the Actions menu The manager must enter a note before approving or rejecting the Campaign via the Submit button. The manager can also use the Other Actions menu to switch to the opposite approval action. Once the manager completes the approval action, the user who submitted this Campaign for approval is notified via about the manager s decision (including the note entered by the manager), and the approval status is updated in the Campaign display. In addition, the Pega Pulse panel shows the manager s note and the user s approval request note. Launch campaign Once a Campaign has been approved, the user can use this action to launch the Campaign. If desired, the user can choose to set a future date and time for the Campaign launch. Pega Field Marketing User Guide 4-16

39 After completing this action, the Campaign can no longer be modified. When the Campaign s configured run time is reached, the system initiates the Campaign, and the Campaign transitions to the running phase. The Campaign display reflects this transition by displaying a Campaign Results section, as shown below. Pega Field Marketing User Guide 4-17

40 Customizing Field Marketing This appendix provides guidelines for customizing the following aspects of Field Marketing in an application: Using a Custom Customer Class Customizing Territory Definitions Customizing Contact Fields Using a custom customer class When using a different customer class (i.e., other than PegaMKT-Data-Customer), implementers must copy the following Report Definition rules from PegaMKT-Data-Customer into their customer class: ContactsByTerritory ContactsByCampaign CampaignResultDetails Using a custom customer class key When using a class key other than CustomerID on your extended customer class, implementors must copy the following report definition rules from PegaMKT-Data-CampaignContacts into your <your implementation application Rules> ruleset and update the sub-report column property in the Data Access tab to match your extended customer class key. FindInvalidContacts Customizing territory definitions The shipped application contains a very basic implementation of a field marketer s territory definition. In this implementation, the field marketer s organizational unit defines the territory name. This territory name is derived from the customer s pyregion property. Customers that have this property set to a field marketer s territory (organization unit) are part of that field marketer s contacts. This implementation is defined in the ContactsByTerritory Report Definition rule in the PegaMKT-Data-Customer class. Pega Field Marketing User Guide A-1

41 This report definition is marked as an extension point. Implementers can take over this report definition and can customize the territory definition criteria. Note: If the processing requirements of the territory definition logic will impact performance, implementers should consider using a requestor-level data page to determine the report filter criteria. Customizing contact fields When modifying or viewing Campaign contacts, the out-of-the-box application displays a basic set of fields for each contact. This includes the contact s full name, address, and phone number. Implementers can choose to display different (or additional) fields in contact list views. To do so, implementers must customize some report definitions and sections. Report definitions to customize The following Report Definition rules (in the customer class) provide the data for the various contact list displays. To show different fields in the contact lists, implementers must update these report definitions to fetch the desired fields. Report Name ContactsByTerritory ContactsByCampaign Description Returns the contacts in the field marketer s territory. Returns the contacts selected for a particular Campaign. Sections to customize Each of the following Section rules (in the PegaMKT-Work-Campaign class) contains a grid with contact data. To show different data for a contact, implementers can modify the columns in the grid and ensure that the row values are sourced from the appropriate property. Section Name ContactListViewerManual CampaignContactListViewer ContactSelectionView Description Contains the My Contacts grid. This grid shows the list of contacts available for selection in the Campaign. Contains the Campaign Contacts grid. This grid shows the list of contacts that are currently selected for the Campaign. Contains a read-only view of the contacts in the Campaign. Pega Field Marketing User Guide A-2