Installation & Configuration Guide Enterprise/Unlimited Edition

Installation & Configuration Guide Enterprise/Unlimited Edition Version 2.3 Updated January 2014

Table of Contents Getting Started... 3 Introduction... 3 Requirements... 3 Support... 4 Recommended Browsers... 4 Other Supported Browsers... 4 Installing icontact for Salesforce... 5 Installing icontact for Salesforce Package... 5 Adjusting your Salesforce Security Controls... 7 Add Safe IP Ranges... 7 Field Level Security... 7 Adjusting your Salesforce Settings and Configuration... 11 Add Campaign Record Type... 11 Customize Lead Settings... 12 Map Lead Field... 12 Add Related Lists to Contact & Lead Page Layouts... 12 Configuring icontact for Salesforce (You re almost done!)... 20 Important Note for Internet Explorer users:... 22 Sending a Test Email... 23 Create an icontact Campaign... 23 Add Recipients... 23 Send Test Message... 24 Additional Information:... 26 Choosing Appropriate Sharing Rules Setting... 26 Adding Permission to Additional Salesforce Profiles... 26 Enhanced Profile User Interface... 27 Using Standard Profile Interface... 30 Installing the icontact MessageBuilder Tab - Optional... 34 icontact for Salesforce Installation and Configuration Guide Version 2.3 2

Getting Started Introduction Welcome to icontact for Salesforce! This document serves as a guide to installing and configuring icontact for Salesforce CRM (hereafter referred to as icontact ) within your Salesforce organization. Email marketing with icontact for Salesforce allows you to create, send and track relevant and targeted email marketing without the need to learn a new application. This document includes step by step instructions for full installation and configuration. NOTE: Apart from sections in the guide marked as Optional, be sure to follow all directions step by step as they are required for the icontact for Salesforce integration to properly function. Requirements To use icontact, your Salesforce organization must be Professional, Enterprise or Unlimited edition. This guide is for Enterprise or Unlimited editions only. For Professional editions, please use the specialized guide, located here. Not sure which edition of Salesforce you have? Check the title bar of your browser for the name of your Salesforce Edition. Other Requirements: Campaign functionality enabled Ability to create new campaign record types You must have System Administrator rights to your organization to perform the installation and configuration of icontact for Salesforce You will need a System Administrator level user for authentication of your Salesforce organization with icontact. It s recommended that you have a separate user (additional user license) set up just for this purpose with a custom profile, proper permissions and a password that never expires. If this is not possible, use a System Administrator user for authentication purposes. (more on page 21) We recommend having unlimited data storage, though it is not required. icontact for Salesforce Installation and Configuration Guide Version 2.3 3

Support For any technical or setup questions that are not answered in this guide, please contact icontact for Salesforce Support at: Toll free: 1-866-331-3208 International: +1-919-957-6070 salesforce@icontact.com Recommended Browsers Firefox Google Chrome Other Supported Browsers Safari Internet Explorer More information about Salesforce Supported Browsers icontact for Salesforce Installation and Configuration Guide Version 2.3 4

Installing icontact for Salesforce Installing icontact for Salesforce Package 1. Click the following link or copy and paste it into your browser. https://login.salesforce.com/?starturl=%2fpackaging%2finstallpackage.apexp%3fp0%3d04ta000000 0QxR5 2. Log in with your Salesforce System Administrator credentials. 3. Ensure that the package name listed is correct and is Version 2.3 4. Review the contents of the icontact for Salesforce package and click Continue 5. Approve Third-Party Access for app.icontact.com and click Continue. 6. Review Package API Access page and click Next 7. Define your security settings for your organization s needs. We typically recommend choosing Select security settings to specify permissions for certain profiles. Be sure to include the profile assigned to the icontact User. Please note: with the exception of System Administrator, the profile(s) to which you are granting access must be Custom Profiles, not Standard Profiles. You may add permissions to additional profiles at a later date by following the instructions near the end of this guide. Click Next when finished. 8. Now, click Install - This may take a few minutes, depending on your Internet connection speed and the size and density of your Salesforce org. 9. In most cases the installation should complete in a few moments, and you ll see the following message.. 10. When the installation has completed, if you re not automatically redirected, go to Setup > App Setup > View Installed Packages icontact for Salesforce Installation and Configuration Guide Version 2.3 5

11. You should now see the icontact for Salesforce package listed 12. Verify in applications (dropdown in top right) that there is now icontact Email Marketing. icontact for Salesforce Installation and Configuration Guide Version 2.3 6

Adjusting your Salesforce Security Controls Add Safe IP Ranges 1. Go to Setup > Administration Setup > Security Controls > Network Access 2. Click New to add the following trusted IP ranges: 66.192.165.133-66.192.165.133 69.166.132.241-69.166.132.254 69.166.134.129-69.166.134.158 Field Level Security 1. Go to Setup > Administration Setup > Security Controls > Field Accessibility icontact for Salesforce Installation and Configuration Guide Version 2.3 7

2. Select Contact 3. Check that the fields Fax and Email Opt Out are visible to the profiles. It s recommended to make Email Opt Out visible to the layout. Here s one way to do this: a. Click View by Profiles b. Select the profile System Administrator (or other appropriate Administrative profile) from the drop down menu c. Locate the desired field (Email Opt Out or Fax) d. Click on the Field Access (Editable or Hidden link) for the profile(s) to which you have granted access. e. Be sure that the Field-Level Security for each profile is marked as Visible. For Email Opt Out in particular, be sure to mark as visible to layout as well. f. Save and choose Field Fax. g. Repeat steps for Fax. icontact for Salesforce Installation and Configuration Guide Version 2.3 8

Note: These two fields, Fax and Email Opt Out, are specified here because they are not always visible to profiles by default. The following additional standard fields should be visible to profiles by default, but if you ve made Field Accessibility changes, you may need to check that these fields are also visible to the appropriate profiles on Contact page layouts: Salutation First Name Last Name Account Name / Company Email Phone Mailing Address / Address 4. Repeat all steps in this section for any other custom profiles to which you ve granted access to icontact for Salesforce. Repeat all steps in this section for Lead. This step is required, even if you do not currently use the Lead object. You will receive an error message and be unable to send through icontact for Salesforce if not all steps in this section are followed. 1. Go to Setup > Administration Setup > Security Controls > Field Accessibility 2. Select Lead 3. Check that the fields Fax and Email Opt Out are visible to the profiles. It s recommended to make Email Opt Out visible to the layout. icontact for Salesforce Installation and Configuration Guide Version 2.3 9

Here s one way to do this: a. Click View by Profiles b. Select the profile System Administrator (or other appropriate Administrative profile) from the drop down menu c. Locate the desired field (Email Opt Out or Fax) d. Click on the Field Access (Editable or Hidden link) for the profile(s) to which you have granted access. e. Be sure that the Field-Level Security for each profile is marked as Visible. For Email Opt Out in particular, be sure to mark as visible to layout as well. f. Save and choose Field Fax. g. Repeat steps for Fax. Note: These two fields, Fax and Email Opt Out, are specified here because they are not always visible to profiles by default. The following additional standard fields should be visible to profiles by default, but if you ve made Field Accessibility changes, you may need to check that these fields are also visible to the appropriate profiles Lead page layouts: Salutation First Name Last Name Account Name / Company Email Phone Mailing Address / Address 4. Repeat all steps in this section for any other custom profiles to which you ve granted access to icontact for Salesforce. icontact for Salesforce Installation and Configuration Guide Version 2.3 10

Adjusting your Salesforce Settings and Configuration Add Campaign Record Type 1. Go to Setup > App Setup > Customize > Campaigns > Record Types 2. Do you have any campaign record types created? If yes, skip to step 3. If no, we suggest these steps: a. Click New i. Existing Record Type: --Master-- ii. Record Type Label: Standard Salesforce Campaign iii. Record Type Name: Standard_Salesforce_Campaign iv. Enable for at least System Administrator profile v. Click Next vi. Select Campaign Layout from dropdown vii. Save & New 3. Click New. a. Existing Record Type: --Master-- b. Record Type Label: icontact Email Campaign c. Record Type Name: icontact_email_campaign d. Mark as Active e. Enable for at least System Administrator profile f. Click Next g. Select icontact Campaign Layout from dropdown h. Save icontact for Salesforce Installation and Configuration Guide Version 2.3 11

Customize Lead Settings Map Lead Field 1. Go to Setup > App Setup > Customize > Leads > Fields 2. Click Map Lead Fields 3. For icontact Contact Id select Contact.iContact Contact Id 4. Save Add Related Lists to Contact & Lead Page Layouts 1. Go to Setup > App Setup > Customize > Leads > Page Layouts 5. Choose Edit for the Lead Page Layouts that will be used for your icontact Email Marketing campaigns. icontact for Salesforce Installation and Configuration Guide Version 2.3 12

6. Drag and drop the following Related Lists into the page layout: a. icontact Message Statistics b. icontact Clicked Links 7. Edit the settings of each of these two related lists by clicking the wrench icon. icontact for Salesforce Installation and Configuration Guide Version 2.3 13

8. Add the following fields for the icontact Message Statistic related list: c. Recipient Name (should already be there) d. Campaign e. icontact Sent Message f. Total Opens g. Total Clicks h. Bounced Date i. Unsubscribed Date j. Created Date 9. Choose Sort By: Created Date and select Descending. This will put your newest message statistics at the top of your lists. 10. Click the + next to Buttons and uncheck the New option. a. Click Ok. icontact for Salesforce Installation and Configuration Guide Version 2.3 14

11. Add the following fields for the icontact Clicked Links related list: a. Link (should already be there) b. Full Link c. Clicks d. Unique Clicks e. Created Date 12. Choose Sort By: Created Date and select Descending. This will put your newest message statistics at the top of your lists. a. Click the + next to Buttons and uncheck the New option. b. Click Ok. 13. Click Save 14. Repeat for any other Lead Page Layouts you will be using with icontact for Salesforce icontact for Salesforce Installation and Configuration Guide Version 2.3 15

Repeat for Contacts: 1. Go to Setup > App Setup > Customize > Contacts > Page Layouts 2. Choose Edit for the Contact Page Layouts that will be used for your icontact Email Marketing campaigns. 3. Drag and drop the following Related Lists into the page layout: a. icontact Message Statistics b. icontact Clicked Links icontact for Salesforce Installation and Configuration Guide Version 2.3 16

4. Edit the settings of each of these two related lists by clicking the wrench icon. 5. Add the following fields for the icontact Message Statistic related list: a. Recipient Name (should already be there) b. Campaign c. icontact Sent Message d. Total Opens e. Total Clicks f. Bounced Date g. Unsubscribed Date h. Created Date 6. Choose Sort By: Created Date and select Descending. This will put your newest message statistics at the top of your lists. c. Click the + next to Buttons and uncheck the New option. icontact for Salesforce Installation and Configuration Guide Version 2.3 17

d. Click Ok. 7. Add the following fields for the icontact Clicked Links related list: a. Link (should already be there) b. Full Link c. Clicks d. Unique Clicks e. Created Date 8. Choose Sort By: Created Date and select Descending. This will put your newest message statistics at the top of your lists. c. Click the + next to Buttons and uncheck the New option. icontact for Salesforce Installation and Configuration Guide Version 2.3 18

d. Click Ok. 9. Click Save 10. Repeat for any other Lead Page Layouts you will be using with icontact for Salesforce icontact for Salesforce Installation and Configuration Guide Version 2.3 19

Configuring icontact for Salesforce (You re almost done!) 1. Click All tabs (+ or > on far right tab) 2. Click on 3. Click Edit 4. Configure a. Enable Lite Version Checking this box enables Lite version instead of Normal version. Lite version does not store information on the campaign member level and may benefit users with storage capacity concerns. Leaving the box unchecked (recommended) enables Normal version. Normal version stores statistics on the campaign member level and is recommended for most users. The version can be changed at any time on this page and may be altered for each individual send. We recommend not checking this box for most users. b. View Spam Score - Check this box if you prefer to view the spam score of your message before you send it. Note: icontact will not send messages with a spam score greater than 5.0. We recommend checking this box. c. Disable Sharing Rules If your organization wide settings are set to Private, checking this box disables this within the icontact for Salesforce application. This would allow any user with Campaign permission the ability to send Email Messages to Contacts and Leads that your Salesforce Organization Wide Default permissions don t allow them access to. Please see the full details of this feature on page 28. We recommend not checking this box. icontact for Salesforce Installation and Configuration Guide Version 2.3 20

5. icontact API Connection Enter the information that was provided to you by icontact for this section. All fields are required. The information for these fields will not change unless changed at the icontact account level. This password should not be changed unless instructed to by an icontact support rep. 6. Salesforce API Connection Enter the Salesforce Credentials (username and password to access Salesforce) of your chosen user and click Submit. We recommend using a non-human user with a password that never expires for this role. This just means a separate user with a Salesforce license that is not the regular login for a staff member or any other person. This user must be a Salesforce System Administrator and must have View all Data permissions on the profile level. The reason for this recommendation is that this username and password is used to authenticate icontact for Salesforce. If you use a human user and they leave the organization, or their password changes, you will then be required to re-authenticate the integration with a new set of credentials. If using a non-human user is not possible, use a System Administrator s credentials. Just keep in mind that most Salesforce password policies require a password reset after 90 days and the new password will need to be re-entered in this section once it is reset. When you see the success message below, your credentials have been accepted. icontact for Salesforce Installation and Configuration Guide Version 2.3 21

Important Note for Internet Explorer users: If your Internet Explorer browser does not allow all cookies, you may see this page after entering icontact API Connection information: 1. In your Internet Explorer browser, go to Tools > Internet Options. 2. In the Privacy tab, move the Settings slider to Accept All Cookies and click OK. Refresh the window to set your Salesforce credentials. This privacy setting may be changed back after your credentials are successfully submitted. icontact for Salesforce Installation and Configuration Guide Version 2.3 22

Sending a Test Email Create an icontact Campaign 1. Create a new campaign and, if prompted, select the icontact Email Campaign record type to create an email marketing campaign. 2. Click Continue 3. Specify a name for your icontact Email Campaign 4. Mark the campaign as active. 5. Click Save. Add Recipients 1. Click Manage Members and choose Add Members Search. 2. You can search your contacts and leads using filters to locate yourself and/or other internal users to your campaign for testing. 3. Add with the status of your choice (Note that for the purposes of icontact for Salesforce, it does not matter which status is selected). icontact for Salesforce Installation and Configuration Guide Version 2.3 23

4. To search again and add more campaign members, click the Add Members tab within the Add Members Search option. 5. When finished, click Back to Campaign. Send Test Message 1. Click icontact Send 2. NOTE: The three major browsers (Chrome, Firefox and Internet Explorer) now contain a security feature that needs to be disabled in order to complete your send. If this feature isn t disabled, the Send to Campaign Members button (see step 7) won t function and the HTML preview of your template won t load. Below are simple steps you can follow to do this in each browser. If you have any further questions, please contact Support: Chrome: Firefox: a. In Chrome, click the icon that looks like a shield on the right side of the address bar. b. Click Load unsafe script in order to load all content on the page. a. In Firefox, click the icon that looks like a shield on the left side of the address bar. b. Click the drop-down arrow next to Keep Blocking c. Select Disable Protection On This Page Internet Explorer: icontact for Salesforce Installation and Configuration Guide Version 2.3 24

a. In Internet Explorer, a pop-up should appear at the bottom of the page. b. Click Show all content 3. Select the icontact Templates folder and the icontact Demo Template 4. Enter the name, email address, and physical address from which this message will be sent. 5. Enter your initials where indicated. 6. Choose Send Immediately as the Scheduling option. 7. Preview the message and click Send to Campaign Members. 8. Continue through Spam Check Score display. icontact for Salesforce Installation and Configuration Guide Version 2.3 25

9. From the icontact Sent Message page, watch the status to ensure that it changes from Scheduled to In Progress to Released. This change will occur automatically. 10. Confirm receipt of the message. 11. Click Update Statistics to view updated statistics For more information on sending messages, application features, and tracking details, please refer to the icontact for Salesforce User Guide. Additional Information: Choosing Appropriate Sharing Rules Setting This setting is found under All Tabs > icontact Configuration > icontact Configuration Detail > Disable Sharing Rules (see page 20). Description of Default (unchecked) Setting: The Disable Sharing Rules default setting of unchecked keeps your Salesforce organization s permission settings (org-wide, roles, and sharing rules) intact. Users that have been given permission to use icontact for Salesforce and also have read/write access to Contacts, Leads, and Campaigns will be able to send emails through icontact and update statistics. Description of checked Setting: When the Disable Sharing Rules setting is checked, sharing settings that prevent an icontact for Salesforce user from accessing an icontact campaign for sending or updating will be ignored. This only affects sending and updating. This can also be accomplished by manually sharing a record, or by writing new sharing rules for your org, though sharing rules should only be prepared by a trained Salesforce System Administrator. When might I check the Disable Sharing Rules option? If an icontact for Salesforce user needs to send or update an icontact Email Campaign, and they don t have Full Read/Write access to the Campaign. If an icontact for Salesforce user needs to send or update an icontact Email Campaign, and they don t have Full Read/Write access to the Contacts or Leads in the campaign. Other scenarios may apply We recommend examining your needs carefully and, if possible, write a sharing rule or share a record manually instead of using this feature. Adding Permission to Additional Salesforce Profiles With the exception of System Administrator, the profile(s) to which you are granting access must be Custom Profiles. Below you will find detailed instructions for using Salesforce s updated Enhanced Profile User Interface or the Standard Profile Interface This setting can be modified under Name > Setup > App Setup > Customize > User Interface > Enable icontact for Salesforce Installation and Configuration Guide Version 2.3 26

Enhanced Profile User Interface Enhanced Profile User Interface 1. Go to Setup > Administration Setup > Manage Users > Profiles > Choose the profile you d like to edit 2. Click Assigned Apps and then click Edit a. Mark icontact Email Marketing as Visible b. Save 3. Click the and select Object Settings a. Campaign i. Assign icontact Email Campaign Record Type icontact for Salesforce Installation and Configuration Guide Version 2.3 27

b. Contacts i. Object Permissions: Assign Read, Create, Edit permissions at minimum. ii. Field Permissions: Assign minimum of Read permissions for the following fields 1. Account 2. Email 3. Email Opt Out 4. Fax 5. Mailing Address 6. Name 7. Phone iii. Save c. Leads i. Object Permissions: Assign Read, Create, Edit permissions at minimum. ii. Field Permissions: Assign minimum of Read permissions for the following fields 1. Address 2. Company 3. Email 4. Email Opt Out 5. Fax 6. Name 7. Phone iii. Save d. Continue with Custom Objects i. Assign at least the following permissions to each object listed here: Object icontact Clicked Links icontact Configuration icontact Configurations icontact Global Statistics icontact Help icontact Message Statistics icontact Temp Recipients Minimum Permissions Needed Read, Create No access, hide tab No access, hide tab Read, Create Tab On / Off Read, Create No access icontact for Salesforce Installation and Configuration Guide Version 2.3 28

4. Click the and select Visualforce Page Access a. Edit b. Move all Available Visualforce Pages that begin with the prefix icontactforsf to Enabled Notes: c. Save 5. Repeat all steps for other profiles that you wish to grant permission to icontact for Salesforce. Don t forget to give these permissions to your API or automatic user, if you have one the user whose credentials you enter into the icontact Configuration tab. To be able to create a new campaign, a User must be marked as Marketing User on their User page, as well as have Create permissions for the Campaign object. If you have questions regarding any of these steps, please contact the icontact for Salesforce Support Team. Toll free: 1-866-331-3208 International: +1-919-957-6070 salesforce@icontact.com icontact for Salesforce Installation and Configuration Guide Version 2.3 29

Using Standard Profile Interface View the profile to which you want to grant permission for icontact for Salesforce. Go to Setup > Administration Setup > Manage Users > Profiles > select correct profile Setting Proper Permissions While viewing the appropriate profile, click Edit 1. Custom App Settings a. Mark icontact Email Marketing Visible 2. Tab Settings a. Make edits if desired. b. We recommend that only System Administrators are given access to the icontact Configuration(s) tab. 3. Standard Object Permissions a. For an end user, at minimum check Read and Create, and Edit for the following: i. Contacts ii. Leads b. Check Edit on Campaigns to allow users with this profile to add or edit campaign members. icontact for Salesforce Installation and Configuration Guide Version 2.3 30

4. Custom Object Permissions a. At minimum, check Read and Create for the following: i. icontact Clicked Links ii. icontact Global Statistics iii. icontact Message Statistics iv. icontact Sent Messages b. Save 5. Field Level Security a. Under Standard Field Level Security, click [View] next to Contact. b. Be sure at least the following fields are marked Visible: i. Email Opt Out ii. Fax iii. Account Name iv. Email v. Mailing Address vi. Name vii. Phone icontact for Salesforce Installation and Configuration Guide Version 2.3 31

c. Save and repeat for Lead: i. Email Opt Out ii. Fax iii. Address iv. Company v. Email vi. Name vii. Phone 6. Record Type Settings a. Under Standard Record Types, click Edit for Campaigns b. Move icontact Email Campaign to Selected and Save. icontact for Salesforce Installation and Configuration Guide Version 2.3 32

7. Enabled Visualforce Page Access a. Click Edit b. Move all Available Visualforce Pages that begin with the prefix icontactforsf to Enabled c. Click Save icontact for Salesforce Installation and Configuration Guide Version 2.3 33

8. Repeat all steps for other profiles that you wish to add. Notes: Don t forget to give these permissions to your API or automatic user, if you have one the user whose credentials you enter into the icontact Configuration tab. To be able to create a new campaign, a User must be marked as Marketing User on their User page. If you have questions regarding any of these steps, please contact the icontact for Salesforce Support Team. Toll free: 1-866-331-3208 International: +1-919-957-6070 salesforce@icontact.com Installing the icontact MessageBuilder Tab - Optional You may be interested in adding the icontact MessageBuilder Tab to allow easy one-click access to your icontact account. This will allow you to access icontact s HTML editor and hundreds of templates, as well as billing and other account information. This step is optional and may be done at any time. 1. Go to Setup > App Setup > Create > Tabs 2. Under Web Tabs click New a. Select the page layout of your choice. We like the Full page width b. Click Next 3. Enter the following properties: a. Tab Label: icontact MessageBuilder b. Tab Name: icontact_messagebuilder c. Tab Style: Use the search function to choose any icon for your tab d. Content Frame Height: 800 e. Click Next 4. Button or Link URL: https://app.icontact.com/icp/core/create/message icontact for Salesforce Installation and Configuration Guide Version 2.3 34

5. Click Next 6. Choose which profiles will have access to the icontact MessageBuilder tab. We suggest starting with System Administrators only. 7. Click Next 8. Choose which customs apps should house the icontact MessageBuilder Tab. 9. Click Save Now you may click your new icontact MessageBuilder tab to access icontact s HTML editor and email templates. You should be logged in directly the first time, but in the future may need to log into the icontact account on this tab to access the features. Contact the icontact for Salesforce support team if you need assistance with this. Toll free: 1-866-331-3208 International: +1-919-957-6070 salesforce@icontact.com icontact for Salesforce Installation and Configuration Guide Version 2.3 35