February SILVPOP ( ) 2012 Silverpop Systems Inc. All Rights reserved.

Contents What's New in 8.5... 4 Top Features... 4 API... 5 List Export Field Selector UI / API... 5 New Purge Data API... 6 Engage... 6 Updated Engage Menu... 6 Enhanced Engage Online Help User Interface... 6 Timestamp Changed for FTP/SFTP Transmissions... 7 New Mobile App for Multi-Factor Authentication... 8 Data Enhancements... 9 Query Criteria: Is (not) in query... 9 List Import Update... 11 Recurring Relational Table Import... 12 Mailings... 14 New Automated A/B Testing... 14 Enhanced Tracked Hyperlinks in Mailings... 15 Updated Contact List Settings... 16 Organization Administrator... 17 Modifications to the Create/Edit User Page... 17 Updated User Profile Page with New Header... 17 Modified the User Information Section... 17 Updated Layout of User Permissions... 18 New Folder Limitations Section... 20 Mailing and Landing Page Settings... 21 IP Restrictions... 21 Make Primary is now Make Principal... 23 Query and Program Enhancements... 24 Relational Table Criteria in Queries... 24 Timeframe for Behaviors in Queries... 25 2

Today and Anniversary Operators in Queries... 26 Copy a Program... 27 New Features in Programs... 29 Lead Route Action... 29 Multi-Channel Additions in Programs... 31 Social Sign-In... 34 Web Tracking... 35 Web Tracking Opt-in... 35 3

What's New in 8.5 In the following pages, we'll take you through the latest release, which includes updates and new functionality to Engage. Top Features Take a look at these top features included in the 8.5 release: Updated Engage Menu Enhanced Online Help User Interface Automated A/B Testing Query and Program Enhancements New Features in Programs Data Enhancements Social Sign-In Web Tracking Opt-in 4

API We ve made the following changes to the API: List Export Field Selector UI / API New Purge Data API List Export Field Selector UI / API We enhanced the List Export Field Selector feature in Engage 8.5. Now, the user will be able to select the fields they want to export, giving more flexibility to the user by allowing them to pull only the data they need from their list. This feature reduces the amount of data that you have to sort through and increases the response time of the request. If there are fields in your database that you want to clean up or research, now you can export those specific fields. If you want to continue to export all your fields, you don t have to do anything. Here s How it Works In the List Export UI, Silverpop added an option to choose only the fields you want to export. The Export List interface exports contact data from a database, query, or contact list. The results file can be copied to Stored Files in Engage. Figure 1 - Export Contact Source The API has a new option that will allow the user to specify the fields that they want to include on the call. The Export List interface exports contact data from a database, query, or contact list. Engage exports the results to a.csv file, then adds that file to the Client FTP site. 5

New Purge Data API release notes for This deletes all records from a database, suppression, seed, test, or contact list (target) based on the contacts existing in a specific database, contact list, or query (source). If a contact list is specified as the target, the system does not delete records from the database; the contacts are only removed from the contact list. Engage Our new features and enhancements for Engage are: Updates to the Engage Menu Enhanced Engage Online Help User Interface Timestamp Change for FTP/SFTP Transmissions New Multi-factor Authentication Mobile App Updated Engage Menu The new Engage menu replaces the previous cascading menu structure with a straightforward tray-style menu which displays all available items for each main navigational section. Within each section, tasks are now organized under relevant headings. Although the menu style has changed, the individual menu items have not changed and remain in the same section or subsection as they existed previously. The new structure simply reorganizes the menu items for easier navigation, accessibility, and flow. Enhanced Engage Online Help User Interface We re excited to introduce our updated Engage Online Help user interface for the 8.5 Release. Our new Online Help includes a more user-friendly, easy-to-navigate Help system that incorporates a modern look-and-feel and improved functionality such as: Links on every page that gives you access to important Silverpop resources like the Silverpop Client Support Portal, Silverpop Training (where you can sign up for Training classes or take Web-based training courses), and the Silverpop Community An updated Search engine that allows you to search for information within expanded hotspots and attached PDF documents A Print Online Help PDF icon that allows you to print all of the Help topics as a PDF file A Send Feedback link that allows you to communicate with our Documentation Specialists about the content on each Online Help topic page 6

Figure 2 - New Online Help User Interface Timestamp Changed for FTP/SFTP Transmissions If you have an automated integration set up between your Silverpop account and an internal system that uses FTP/SFTP (like automated list exports, automated tracking/raw recipient exports, automated list imports, etc.), then you need to be aware of a timestamp change in Engage 8.5 that may affect those integrations. We changed the display of the file timestamps from Eastern (EST/EDT) to GMT. This will impact the modified time of a file and not the actual timestamps of the data within a file. If any of your integrations use these file timestamps to automatically upload or download directories via FTP, then you may need to modify them once your account has been upgraded to Engage 8.5. If you are unsure whether this timestamp change will affect you, please consult with your IT department or person responsible for setting up your automated integrations. If your integration is hosted by Silverpop, then no action is necessary on your part. We will take care of updating the time zone for you. 7

New Mobile App for Multi-Factor Authentication Multi-Factor Authentication now supports mobile clients. This means you can use your Android, iphone, or Blackberry operating system as the token generation (key fob) device. Before you get started, you will need to get your Multi-Factor pre-registration code from the Silverpop Provisioning Department. If you do not currently have Multi-Factor enabled for your users, please contact your Relationship Manager or Silverpop Client Support at http://www.silverpop.com/portal/www/login.php. To register a mobile client: 1. Download the WiKID app onto your smartphone device from your app market. 2. Run the WiKID app and enter an easy to remember passphrase to initialize your setup. 3. Enter the Domain Code into your device. You will now be prompted for a 4-digit pin. Please be sure to remember this pin, as you will need this every time you request your single use passcode. 4. You will now be presented with a registration code. You must save this code for the Multi-Factor Registration page used in completing the WiKID registration. 5. Complete the WiKID registration. Figure 3 - Mobile WiKID App For detailed steps, go to the Multi-Factor Authentication topic page in Online Help. 8

Data Enhancements Query Criteria: Is (not) in query List Import Update Recurring Relational Table Import Query Criteria: Is (not) in query We ve enhanced the new Query UI by adding the criteria type is (not) in query. It allows you to send multiple queries, suppress dynamically, and leverage commonly used criteria with just one statement. It s available to organizations that have new Queries enabled. The criteria type is available to all (new) queries built against databases and within the Programs flow. If you already use Queries, this new criteria references queries within queries. Here s how it works: It works both within Programs flow rules and Queries. From within the query, choose Query from the Profile drop-down. Click the Choose button, set the Shared/Private location in the pop-up, select the (new) query you want to reference, then click Done. Manipulate the criteria the same way you would any other criteria, then finish building your query. Figure 4 Send to Multiple Queries: Step 1 Figure 5 - Send to Multiple Queries: Step 2 9

Use the enhancement Is (not) in query to: release notes for Send to multiple queries: The Send to Multiple Queries enhancement lets you 1) create multiple queries, 2) build a query that references each of these queries and some other parameters, and 3) send the creative to those combined queries. Figure 6 Example of Multiple Queries Use dynamic suppression in your query: Add an Is not rule in the query to exclude a segment. Figure 7 - Use Is not to exclude a Segment 10

Build queries with commonly used criteria: You can create a query with commonly used criteria and then reference that query in other queries. For example, use this feature when you create promotions or messaging relevant to that group (or not that group) along with other criteria. Figure 8 Query with Commonly Used Criteria Figure 9 Query that References the Query Containing the Commonly Used Criteria List Import Update Silverpop is excited about the enhancement to List Import Update. This feature enhancement gives you the ability to import data into a Non-Keyed database and make updates to a single contact record or mass updates to the database. For example, if you have a contact with three records on the database, you can now update just one of those records. You also now have the ability to clean up data fields on the database. List Import lets you map Contact Identifier (Recipient ID) and CRM sync ID, from your import file to the database. Figure 10 - Import Update 11

Recurring Relational Table Import release notes for We ve included an exciting enhancement in Release 8.5 that brings the Recurring Relational Table Import capability to you. With this enhancement, all you need is FTP access, Relational Tables enabled, and a relational table that you want updated on a regular schedule. Figure 11- Recurring Relational Table Import How does it work? Start by uploading a file to your Upload folder on your Engage FTP site with the regularity that you desire. Choose Import Update from the Data tab. From the Import Update Existing page, select Relational Table and Recurring Import Update. Fill in the relevant information in the Recurring Import Update Settings section. It s that simple! Figure 12 - Recurring Import Update Settings 12

Once the recurring data job is scheduled, you can easily make modifications and manage the recurrence by going to Data > View Data > Relational Tables. Select the relational table that you d like to modify the recurring import job for, then choose Import > Manage Recurring. Figure 13 - Manage Recurring Menu After selecting the recurring import job you want to modify, you can delete it, deactivate it, rename the job in Engage, change the recurrence schedule, and /or the date range of the recurrence. 13

Mailings release notes for Silverpop added many enhancements to provide you with an improved mailing experience. New enhancements include the following items: Automated A/B Testing Added Tracked Hyperlinks Updated Contact List Settings New Automated A/B Testing We ve added a new automated A/B Testing functionality in Engage that allows you to test the performance of up to 4 mailing subject lines against a small random population of your contacts to dramatically improve your response rates. You no longer need to manually create segmented groups within your database to perform A/B testing. Our Automated A/B Testing functionality allows you to configure your test and automate sending of the winning email subject line from one page. In addition, we provide you with a centralized view of your A/B test results, where you can view the metrics of each of your test variants, see the status of your A/B test, and take any necessary action based on your results. Additionally, you can use the Single Mailing Report to view performance for a specific test segment, and the Trend and Comparison Reports to compare segment performance within an A/B Test. Figure 14 - A/B Testing 14

How does this work? To access the new A/B Test feature from Engage, go to Content > Send Mailings > Send A/B Test and follow these steps: 1. Decide if you want to test the Subject Line field or the From Name field in your mailings. 2. Select the Mailing Template that you would like to use for your test. 3. Select a database or query for your contact source. 4. Select the location you want to save your mailings. 5. Enter up to four (4) email Subject Lines or From Names. 6. Define the size of your test sends, select the criteria that will determine the winning mailing, and select the timeframe that you want the winning mailing sent. 7. Update your mailing settings and then submit your A/B Test mailings. Once your A/B test has been scheduled/sent, you can go to the Sent or Scheduled Mailings page and select one of the A/B Test mailings to view the status of your A/B test. For detailed steps, go to the A/B Testing topic in Online Help. Note: You cannot test the mailing content yet, however, that will be coming in a future release. Enhanced Tracked Hyperlinks in Mailings You can now use Tracked Hyperlinks in your mailings to identify contacts that visited your Landing Page or Webtracked domain from a link in an Engage mailing. This is useful and convenient if you want to want to score or create a behavioral query. You can also use this to track visitors using Engage Survey. Tracked Hyperlinks can be used instead of Clickstream links when those links are targeted at Engage Landing Pages or sites using Engage Web Tracking. To set this up, add a hyperlink to your mailing. Select Tracked Hyperlink as the link type, name your link, and then add the URL to your Landing Page or external site. Figure 15 - Tracked Hyperlink Properties 15

For additional information, go to the Web Tracking and Conversion Tracking topic in Online Help. Updated Contact List Settings Beginning with this release, Engage users can, as with Queries, set send parameters of a contact list that are independent of mailings. Users can set the following parameters: VMTA Name: use Virtual Mail Transport Agents for sending the contact lists. 1. Full Domain: populate on the URLs for links found in mailings sent to the contact lists. Figure 16 - Contact List Settings 16

Organization Administrator release notes for We ve modified the following features and settings on the Create/Edit User page: Modifications to the Create/Edit User Page With this release, we modified the Org Admin pages so you can access relevant information easier. Updated User Profile Page with New Header We ve added the Mailings & Landing Page Preferences header to the User Profile page so you can easily identify the options for a user s mailing and Landing Page preferences. Figure 17 - Mailing and Landing Page Preferences Modified the User Information Section We removed Default Click to View Link, Enable WYSIWYG Editor, and Default Folder Visibility and added them to the new Mailing and Landing Page Settings section. We also added a drop-down so you can select a user s role. When you create a new User account, the information initially shown on the Create/Edit User page will depend on the user s role (Standard User, Org Admin User, or Reporting Only User). If you are entering a new User, you will only see the User Information section until you save the new user s information. Once you save the information, the relevant sections for the user s role will appear. If you are updating an existing user s information on this page, you will only see the sections relevant to the user s role. Figure 18 - User Roles 17

Updated Layout of User Permissions We ve updated the layout for User Permissions. Here s what we did: Removed Approval Groups and added it to the new Mailing and Landing Page Settings section. Removed Folder Limits and added it to the new Folder Limitations section. Replaced the Create Mailings check box (with Web/Quick Compose drop-downs) with Create Templates. Figure 19 - Create Templates Settings Create Mailing Templates: Allows the user to see the Mailing Templates menu. Create Quick Compose: Allows the user to see only the Quick Compose menu for Locked Templates. Create Mailing, Quick Compose, and Locked Templates: Allows the user to see all 3 menu options and to publish Locked Templates. Note: No changes were made to the permissions that each item controls. All menu items and feature functions are the same. Here s what the updated User Permissions section for each role looks like: 18

Figure 20 - User Permissions 19

New Folder Limitations Section All folder limitation settings are located in the new Folder Limitations section. This reduces clutter within User Permissions. The folders shown in this section are dependent on User roles and permissions. For example, a Standard User with Data Access permission will see folders that are relevant to those permissions. A Standard User without Data Access permission will not see the folders. Figure 21- Folder Limits for a User with Data Permissions Figure 22 - Folder Limits for a User without Data Permissions 20

Mailing and Landing Page Settings This new section contains information specific to Mailing and Landing Pages. This section applies to only Organization Administrators and Standard Users, as the information is not relevant to a Reporting Only User. We changed the formatting of Approval Groups, but did not make any functional changes to the items here. Figure 23 - Mailing and Landing Page Settings IP Restrictions We ve made a slight change to the User IP Permissions section to provide you with clues to the status of a user s IP restrictions. We made this change at the User and Organization levels. The new Unrestricted and Restricted icons above the Allow UI Access and Allow API Access columns reflect the current status of each access. If a check box is selected in either column for any IP in a user s IP Restrictions settings, then the access is restricted. This is noted by the icon at the top of the column. If a check box is not selected in either column for any IP, the access is unrestricted and you will see an unrestricted icon. 21

For example, the user below did not restrict UI access for any IP address, so the Unrestricted icon displays above the Allow UI Access column. In the Allow API Access column, the user restricted API access for IP address 1.1.1.1. As a result, the Restricted icon displays above this column. Figure 24 - User IP Restrictions Additionally, we ve added a warning that displays when the user selects the first check box in the column (or deselects the last check box). This will let the user know that they are either restricting or unrestricting access. Figure 25 - Turn Off IP Restrictions Figure 26 - Turn On IP Restrictions 22

Make Primary is now Make Principal When Multi-account Sign-on was introduced in Engage 8.4, the word Primary was used to reference the account that users log into to access their other accounts. This additional use of Primary caused confusion with the Primary Organization Administrator. As a result, we changed Make Primary to Make Principal to remove this confusion. The functionality remains the same. Figure 27 - Make Principal 23

Query and Program Enhancements We ve enhanced the following functionalities that are relevant to both Queries and Programs: Relational Table Criteria in Queries Timeframe for Behaviors in Queries Today and Anniversary Operators Copy a Program Relational Table Criteria in Queries Are you an Engage user that leverages relational tables? With the 8.5 release, relational table expressions in both database and program queries are available to organizations that have relational tables enabled. Databases that have relational tables associated with them allow you to include relational table fields in your database and Program queries. Figure 28 - Relational Table Criteria in Queries/Program You can add multiple expressions against a single relational table, add expressions against multiple associated relational tables, and use parentheses, drag and drop, and AND/OR for relational table expressions and within 24

relational table criteria. You can now also combine relational table expressions with behavior criteria, profile criteria, and salesforce.com opportunity criteria. Relational tables let you to track such things as shopping cart and purchase activity and build queries that qualify or disqualify contacts on that data for sending or reporting purposes. If you use relational tables, this new feature gives you the ability to query relational table data within queries and the Programs flow (like decision diamonds). Timeframe for Behaviors in Queries We ve enhanced behavior criteria in Queries by adding timeframe modifiers. If you already use Queries, this new configuration option for behavior criteria gives you much more control. Prior to 8.5, there was only one timeframe modifier available for behavior criteria at any time. With the introduction of timeframe modifiers in 8.5, you can now select from a list of options to modify the timeframe for each behavior to suit your marketing needs. Figure 29 - Timeframe for Behaviors in Queries/Programs Validation for timeframe modifiers is designed to give the user a good experience while building and reviewing the criteria. If invalid values are used or extend beyond a default setting, you ll see an informative message appropriate to the behavior. Figure 30 - Example of Invalid Timeframe Value 25

Today and Anniversary Operators in Queries Silverpop adds Anniversary and Today profile operators into new Queries! If you are an Engage user that already uses Queries, this new set of operators gives you the ability to better leverage the data in your Date and Timestamp fields via Queries. Figure 31 - Date and Timestamp Operators With 8.5, three new date/timestamp operators are offered: Today: The today operator is incredibly helpful when building a campaign to promote contract renewals before they expire. Figure 32 - Today Operator Anniversary is today: The anniversary is today operator is helpful when building a campaign to wish contacts a happy birthday, happy wedding anniversary, or happy membership anniversary. Anniversary is: The anniversary is operator is useful when building a campaign that sends a coupon for birthday use. You have the flexibility to choose days, weeks or months or choose to have criteria look into the future or the past with ago and away. Figure 33 - Anniversary is today Operator Figure 34 - Anniversary is Operator 26

Copy a Program release notes for Our new Copy a Program feature was created with marketers in mind who use Programs to automate their marketing needs. With Copy a Program, marketers can copy an already existing program (active or inactive) using the same database, instead of creating a brand new one from scratch. This is a huge time saver! All you have to do is go to Automation > View, find the program you want to replicate, click the Copy Program icon, enter your new program name, and then click Copy Program. You can easily change or modify the entrance criteria for the new program and setup rules on the Edit Program Settings page. For example: In your original program you may add contacts that live in the state of Florida however; in the copied program, you may only want to add contacts from the state of Georgia. Figure 35 - Copy Program 27

Figure 36 - Edit Program Settings 28

Use the Program Flow to: Verify that the rules you ve set up for your Action items are still valid for the new program. There can be actions at the program level, track level, and step level. Verify the rules you ve set up for your decision points are accurate. Update any fixed dates set on your decision points so they fit into your new program schedule. Verify that the rules on the Direct Mail and Telesales steps are still consistent with the objectives of the copied program. After you copy your program, you can configure the email steps. Figure 37 Configure Email Steps for Program Flow New Features in Programs New enhancements specific to Programs for this release are: Lead Route Action Multi-Channel Additions o Telesales Step o Direct Mail Step Lead Route Action Silverpop is excited about adding this new feature in Engage! Now marketers have more flexibility in responding to contacts and can schedule an email with a list of contacts who reach a defined point in a program. The Lead Route action lets you send the right lead to the right salesperson. 29

For example, you may have three sales regions (East, West and Central). As a contact goes through a program, they can raise their hand (depicted by an icon) to speak to a salesperson. You ll want to get these contacts to the correct sales team as soon as possible. Marketer s can add three Lead Routes to their program that will send the contacts to the correct sales team, based on where the contact lives. You can apply the Lead Route action to the program, track, or step level. Within this action, you can specify rules to identify contacts who reach a particular point in a program. As contacts are identified, they are scheduled to be emailed to an end user (i.e. Regional Sales teams). The email sent includes a password protected link to a.csv file that contains the identified contacts and information about the contacts. Here s how it works! Figure 38 - Configure Lead Route Action 30

Multi-Channel Additions in Programs Engage 8.5 has added two new step types: the Telesales Step and the Direct Mail Step. These new steps allow marketers the ability to communicate with contacts through multiple channels. Creating a Telesales Step gives marketers the ability to send contacts to Telemarketers and Sales teams so contacts can be called in the context of a marketing program. The Telesales Step marks each contact that qualifies for the step to be exported to a Telemarketing/Sales team. Creating a Direct Mail Step lets you schedule contacts to be sent Direct Mail material through their mail vendor. The Direct Mail step marks each contact that qualifies for the step, for export to a direct mail vendor. Both step types allow you to specify the content or instruction that the vendor/sales team or direct mail vendor uses for the marketing call or mailing. You ll be able to specify what data should be included on the export and even schedule the frequency that qualified contacts should be sent to the vendor/sales team or direct mail vendor. This could be done daily, weekly, or monthly. Why add a Telesales or Direct Mail Step to your program? You may have developed an automated program that has persuaded a contact to purchase your product. As part of the program, you d like to follow up with contacts that purchased to verbally thank them, ask if they need assistance with the product purchased, or just follow up to inquire why a customer didn t purchase. Adding the Telesales Step to your program gathers everyone who has purchased your product and sends them to your Telemarketing or Sales team. These contacts are then called to provide a personal touch while listening for an opportunity to upsell. OR You may have developed an automated program to persuade a contact to purchase your product. As part of your program, for the contacts who have purchased, you d like to send them a thank you, however; an email is not personal enough so you add a Direct Mail Step to the end of your program. This step gathers everyone who has purchased your product and sends them to your direct mail vendor and the thank you will be mailed to their home or work address. 31

Figure 39 - Adding Telesales/ Direct Mail Vendor to Programs To configure the Telesales or Direct Mail Step, here s what you do: 1. Name your step. 2. Enter a description of the step. 3. Enter the Call Center Script name. 4. For Telesales: Enter the text you want your Sales/Telemarketing reps to use when they call the contacts. For Direct Mail: Enter the mailing instruction that you want sent to the mailing vendor with the link to the.csv file. 5. Select the fields from the database that you want to be included in your.csv file for each contact. Figure 40 - Select Database Fields 32

6. Enter a password that the end-user will enter to view the CSV file. 7. Enter the email address(es) that you want to receive the.csv link. You can enter multiple email address separated by a comma. 8. Enter the subject of the email. 9. From Name, From Address, and Reply to Address will automatically populate based on who is creating the program. You may want to change this if the end-user needs to contact someone else. 10. Enter the name of the person that should be contacted if the mail vendor has a question. 11. Enter the phone number of the contact listed in Step 10. 12. Schedule the frequency that the contact should be exported to your vendor/sales team or mail vendor. Figure 41 - Configure Telesales Send Schedule 33

Social Sign-In release notes for Silverpop s Social Sign-In feature allows Web form visitors the opportunity to connect to your online programs using their social network identity. Visitors can use their existing social networking site such as Facebook, LinkedIn, Twitter, or Salesforce to bypass a registration or sign-up Web form. Social Sign-In captures visitors new contact information and stores the information directly into the Engage database. This helps you to decrease Web form abandonment and capture more reliable data from a social network profile. Figure 42 - Social Sign-In How does this work? A Silverpop Support Administrator enables this functionality in Engage. The Organization Administrator sets up an account for each social network provider, as well as a Developer Application within the account. Then marketers can add Social Sign-In to a Web form or page within the Engage Landing Page site. Visitors simply click a Social Sign-In button, hyperlink, or image to connect to your page using their social network credentials. For detailed steps, go to the Social Sign-In topic page in Online Help. 34

Web Tracking Web Tracking Opt-in The European Union (EU) Governing body mandated that EU Marketers are now required to obtain consent from visitors to your Web sites to store identity cookies and to capture Web tracking behavior that is identifiable. Because of the EU eprivacy Directive, Silverpop s EU Marketers should consider adding a tracking opt-in mechanism to the top of all tracked Web pages on their external and Landing Pages sites. Figure 43 - Web Tracking Opt-In Here s how this works: To enable this setting in Engage Landing Pages, simply navigate to Site Settings >Optional Site Settings and check Enable Web Tracking Opt-in Permission in the Require Opt-in For Web Tracking section. You can then change the Web Tracking Opt-in Request HTML to suit your design, language, or wording needs. After saving your changes, publish your Landing Pages site and view it in your Web browser. To implement Web Tracking Opt-in with Engage Web Tracking, just click Edit Opt-in Request, select Source view and copy all of the code into your tracked Web pages. Make sure you contact your Legal department to verify the Opt-in request complies with the EU eprivacy Directive law. 35

Figure 44- Enable Web Tracking Opt-in For detailed steps, go to the Web Tracking and Landing Pages Opt-in and Cookies topic in Online Help. 36