Learn how to use Engagement Cloud for Salesforce.
You can create a new email campaign in Salesforce using the Engagement Cloud tab, or directly in your Engagement Cloud Application. This article covers everything from synchronisation, segmentation, using address books, and fixing common problems.
Frequently asked questions
Set up your Engagement Cloud Application
The Engagement Cloud Application method requires another web browser window and log in using the user account details, then continue from step 2.
- Go to Marketing Automation > Engagement Cloud.
- If single sign-on (SSO) is configured you are logged directly into Engagement Cloud Application.
- If SSO has not been configured, a pop-up window will appear from which you can select login to Engagement Cloud Application.
- In Engagement Cloud Application, select Campaigns and choose New Campaign from the drop-down menu.
- Create your campaign using Free templates, My Templates or copy an existing sent campaign.
- If you want, test send your campaign.
- Select Email Campaigns, depending on your synchronisation settings this is either displayed automatically or you must select Synchronise Email Campaigns to sync.
If you have chosen to synchronise, your email campaign will be copied across from Engagement Cloud Application. It may take several minutes depending on the amount of data to be copied before you refresh your screen. When the synchronisation process is complete, your email campaign will appear in the table. Double-click on the Email Campaign Name to display the Campaign Information screen.
Why are new email campaigns not being shown on the Email Campaign list?
You need to synchronise with Engagement Cloud Application to copy your email campaign over to Salesforce. On the Email Campaigns screen, click the Synchronise Email Campaigns. Allow time for the synchronisation process to take place then refresh your screen. Your email campaign will now be displayed in the table.
How do I synchronise my email campaign?
On the Email Campaigns tab, click Synchronise Email Campaigns. A pop-up window is displayed advising that the synchronisation request has been added to the queue. Click Close.
Tip: You should allow several minutes, depending on the amount of data to be copied before you refresh your screen.
How do I create a Salesforce Email address book?
You can use the standard functionality in Salesforce to create a Campaign, adding members to it using the Manage Members (or other). It must then be linked to an address book, this can be created using the Link to Address Book Button.
How do I create an Email Address Book for use with an email campaign?
Create an Email Address Book using standard Salesforce functionality.
- Go to the Email Address Book information page.
- Select Email Settings from the main toolbar.
A pop-up message appears advising This Email Address Book is not currently enabled for Email Synchronisation.
- Select Ok to enable this list and configure email settings.
- To close the window, select Cancel.
How do I add an Email Address Book to my email campaign?
Access the email campaign you wish to process by clicking Marketing Automation then Email Campaigns. Locate the email campaign you are working with and double-click it to open the Email Campaign Detail screen.
Select Send Campaign Wizard, this will guide you through the process. This also shows the count of members in each list.
You can also complete this process by selecting the Email Address Book from the navigation bar (Marketing Automation>Email Address Books). Select the list you wish to work with and click on Email Campaigns in the navigation bar on the Email Address Book Information screen. Use the 'Add Link to Campaign' button to search for a campaign(s) to associate with your list.
How do I tell which Email Address Books are associated with my campaign?
Access the Campaign Detail screen by clicking the Campaigns tab. Locate the email campaign you are working with and - click the Email Account name.
Any Email Address Books that are associated with your campaign are displayed in the table.
How do I synchronise an Email Address Book to Engagement Cloud Application?
You must synchronise your email address book with Engagement Cloud Application before using it for an email campaign. This synchronisation will be triggered when you send an email campaign but you can manually complete it from the following places:
- From the Email Address Book tab, select the address books you wish to synchronise by selecting them and click Synchronise Address Books. Click Close when the pop-up message appears.
- From the Configuration tab > Options > Synchronise. Click Close when the pop-up message appears.
How do I send my campaign?
You can use the Send Email Campaign Wizard to process your campaign. Select the campaign that you wish to send from the list in the Email Campaign tab.
The wizard will guide you through the sending process. For more details of each screen, see Sending an Email Campaign.
I want to send an email campaign from the CRM but the 'Send Email Campaign' option is disabled?
If the 'Send Email Campaign' option on the Email Actions button is disabled, ensure that you have been assigned the role of 'Marketing Automation'.
How do I know if the statistics for my email campaign are up to date?
Access the Email Campaigns screen by clicking Marketing Automation then Email Campaigns. Locate the email campaign you are working with then scroll across the columns to find Last Synchronised. This tells you the date and time of the last synchronisation with Engagement Cloud Application when updated data relating to opens, clicks, bounces, etc., was received into Salesforce. If you require more recent information, see 'How do I synchronise my email campaign?'
How do I create a data label?
Step 1: Create a label.
- Go to Engagement Cloud > Contacts.
- On the Contact Data Fields, select Add button. The Create new field page appears.
- Enter a name for your data label.
- Under Default type, choose the data type from the list.
Text, Numeric, Date and Yes/No.
- Under Default Value, enter a default value for the data field in case it is not populated while uploading your data.
For example, if this was a greeting data label where the First Name would usually be entered, you might default the value to 'Customer'. If some of your records do not have first names held. 'Customer' will then be automatically entered rather than leaving a blank field.
- By default, all new labels are always created as Private in Salesforce. You can change this to Public if you want using Engagement Cloud Application.
- Select Save. The Email Data Labels screen displays and the new label appears in the table
Step 1: Map your label.
- Go to Configuration > Options > Field mappings.
- Select the Contact or Lead tab.
- Find the Salesforce field that the label needs to be mapped to.
- Select the Email Data field from the drop-down menu.
- Select Save to close the window.
Why does Synchronise Email Campaigns produce an error?
This message will be displayed when no Marketing Automation accounts are currently available. This is either because no accounts has been set up or they have been unlinked. Follow the section on Link New Accounts to correct this issue.
How can I set up segmentation of Leads based on previous clicks?
- A number of reports are supplied that use the Marketing Automation data, including All Email Clicks.
- This report can be customised to include Email Campaign name.
Why does the Engagement Cloud tab not allow access?
Access to Engagement Cloud is only allowed for any Salesforce users that have their account linked to a Marketing Automation email account. If linking has not been carried out, then the following is displayed.
The user will need to have the correct permission set applied by the system administrator. Then follow the guide section on Link New Accounts.
Can I send my Email Campaigns directly from Salesforce?
Yes, you can send your email campaigns from within Salesforce using the Email Send Wizard. The wizard provides an easy to use the method of selecting which Email Address Books you wish to send to.
Can Address Books be created or updated based upon recipient behaviour?
Yes, there are several ways to create new Email Address Books or update existing Email Address Books based upon the behaviour information returned by the Engagement Cloud platform.
- Use the standard Advanced Query capabilities of Salesforce, as all behavioural data is held within Salesforce.
- Using supplied views/filters within each Email Campaign to select new targets and add them to a Campaign.
What Salesforce data is sent to Email Marking application?
For each Contact or Lead included in an Email Address Book the minimum data is the email address and Salesforce identifier. Other information will be sent to Engagement Cloud depending upon what the Email Administrator has mapped for Personalisation (please see 'What personalisation can be performed using the information sent to Engagement Cloud?')
Can I update the Engagement Cloud password when it expires?
The password used in the Engagement Cloud area usually expires after 90 days. Changing the password here when prompted is the same as changing it directly in Email Marking.
How can a Salesforce Contact/lead be re-subscribed?
When a contact/lead has previously unsubscribed from your Marketing Automation campaigns then wishes to have communication re-established, a two stage process needs to be completed before they again receive email campaigns.
- The Email Opt Out field in Salesforce must unchecked (all EOO checked fields of contacts/leads will mean that the contact is not included in the population of any address book). As soon as the EEO is un-checked they will be able to synchronised to address books. (if they are not on the Account suppression list)
- The contact/lead must be contacted directly from the Marketing Automation system requesting that they agree to be included in further mailings. The will remove them from the Suppressed Contacts list and add them to another address book.
- The contact/lead must be deleted from the Account suppression list within Salesforce.
What personalisation can be performed using the data sent to Engagement Cloud?
The comprehensive mapping facilities allow each individual Campaign member type (Contact or Lead) to have their own mappings, which link any related Salesforce attribute to the Engagement Cloud Data Labels.
Personalisation lets you add a Data Label (a placeholder for data) in an email that is replaced with recipient-specific information. For example, if the email should start Dear , the Data Label is replaced by the recipient's first name.
Dynamic content lets you include different content in the body of the email depending on recipient Data Label values. For example, if you have a Data Label that contains a particular product this can drive the actual content within the email, such as including a section pertaining to that product.
Are unsubscribers managed within Salesforce?
Yes, the contacts and leads in your Salesforce system can stop receiving email by unsubscribing from within the email that has been sent to them. This request will then flow back to Salesforce.
Email Suppression List
The suppression list allows for the global suppression of email addresses to prevent them from being sent emails. This is in addition to the standard Salesforce 'Email Opt-out' option. This list is synchronised with the Engagement Cloud Email platform.
A global unsubscribe will remove the accounts, leads, and contacts who do not want to receive Marketing Automation from your organisation. This action automatically sets the Email field of a Contact or Lead record to Email Opt-Out without requiring you to make manual changes. This action also marks the Contact or Lead as unsubscribed in the Engagement Cloud platform.
Once globally unsubscribed the recipient is added to the email suppression list held in Engagement Cloud and Salesforce.
Address Book Unsubscribe
Depending on the preferences of your subscribers, they may wish to opt-out or opt back into your email sends. The Connector will track a recipient's wish to opt-out of a particular Engagement Cloud Address Book and update the corresponding Marketing List accordingly.
Why is Salesforce Email Opt Out field not being populated?
The standard Salesforce fields need to be made visible (by Administrator) on the Leads and Contacts as required. This can be achieved by carrying out the following steps:
- Make fields visible in Salesforce.
- Turn on the suppressions to Salesforce from Marketing Automation.
- Update the fields available to Marketing Automation.
- Synchronise the suppression for all existing Campaigns.
- Log in as the Salesforce Administrator and navigate to 'Fields'.
Select Set Field-Level Security.
Change all fields to be visible.
- Select Save.
Select View Field Accessibility.
Click any of the Field Access results that indicate Hidden to access the edit page.
Select the Visible checkbox to make the field visible on the Lead Layout page.
- Select Save.
- Repeat the sequence for Contacts.
- Select the Configuration tab.
- Select Actions > Account Settings.
Check the Suppression options as required.
Select Actions > Field Mapping.
Click Refresh now to update the linked fields.
Select Actions > Options.
Check the Suppressions Sync Now and click Synchronise Now to update all of the existing Email Campaigns with the suppressions.
This completes the activation of the suppression into Salesforce.
How can Address books have no members after synchronisation?
Address book synchronisation failure can be due to one or more contacts being rejected by the Engagement Cloud Watchdog. This uses a complex algorithm and a large number of key criteria, tested over the course of more than 6 quadrillion data checks, to identify low quality or suspected problem data.
Following a synchronisation of an Address book, the membership of the address book would normally be updated. Newly created address books appear in Engagement Cloud with initially zero contacts and then increase after a synchronisation request has been completed.
Also during stage1 of the Email campaign wizard, an address book may also appear as indicated below if the synchronisation has not been successful.
If after trying again to synchronise an address book (and letting the process finish), the address book still does not have the members as expected, check the Audit log.
Configuration > Actions > Audit
Address book failure of synchronisation may be displayed as shown below:
Please contact your account manager who can advise you of ways to resolve the failed synchronisation.
Note: as interaction of the Watchdog are based on percentage failure, smaller lists are more prone to just a single failed contact.
How can I set up triggered campaigns?
You can create a triggered email campaign in Salesforce using the functionality in the Engagement Cloud and Configuration tabs.
This example uses a new Lead created in Salesforce to be sent a triggered email campaign after they have been created.
Click Marketing Automation > Configuration > Actions > Field Mapping.
Click the Lead tab.
Map a Date type data field to be used for the trigger, e.g. 'Created Date' mapped to new Email Data Field 'LEAD_CREATED_DATE'.
Click Marketing Automation > Engagement Cloud > Campaigns > Triggered Campaigns.
Click Campaign content tab.
Click Add New.
Create the Email Campaign from Free templates or copy an existing sent campaign.
Click Triggered sends tab.
Click Add New.
Configure the trigger as required, please see an example below.
In Email Campaign tab click the Synchronise Email Campaign button to make the trigger campaign available in Salesforce.
Create a Salesforce Campaign with membership and create an Address book that will include Leads when they added.
Synchronise the Address book.
Use the Address Book Synchronisation schedule (in Configuration > Options) to Synchronise Address books at the frequency required (such as 4 hours), this will update the Address book in Engagement Cloud.
Note that triggered can only use date data fields for the triggering and they only sent once a day, unless the Join trigger is enabled on the address book.
When the Trigger is notified of the new lead the email campaign will be sent at the configured time.
How do I change which Email Campaign data is imported from Engagement Cloud?
You can edit the synchronisation options for each for your existing Email Campaigns. You may want to edit these options to customise the data that you see in timelines, or you may want to remove Email Campaign data from your Salesforce account to save memory space. This option is only effective for new synchronisations. By default, all Email Campaigns are imported with all their data.
- Go to Configuration > Settings > Sync options > Data Options
- To stop synchronisations from importing data, clear the selected options, as required
- Choose to apply these data options to all existing Email Campaigns by clicking All Email Campaigns, or choose to apply these data options to selected Email Campaigns by clicking Select Email Campaigns
All new synchronisations of the selected Email Campaigns will import the selected data.
How do I re-authorise the connection when Salesforce user is not active?
When the Salesforce APP was first installed, the connector was authorised to access to Salesforce using a particular user's account. If this is no longer 'active', the integration will no longer be able to connect.
To re-establish an authorise connection, admin permission will be required to carry out some of the instructions, note that not all Administrators will have easy access to the Marketing Automation Configuration tab).
Unauthorising of Engagement Cloud Application must only be carried out after the Marketing Automation - API Service Account permission set is applied to the new API service user as it is used to by the Marketing Automation system to access the Salesforce API and required objects.
The suggested steps to re-establishing the connection:
- Assign API system service permission set to a new user and log in as this user.
- Un-authorise the Email Application from the original user.
- Complete configuration sign-up Wizard and Authorise application for new API service user.
Un-authorise Email Application
The global settings button is used to un-authorise the previous user. From the Connector tab >:
Click the Global Settings to start the Un-authorisation process, select Un-authorise Application.
You will need to confirm that Email Mail Marketing will no longer have access to your Salesforce account.
After a timer screen is displayed, the screen will refresh and the Configuration Wizard will be at the first step.
Configuration Wizard (Authorising Email Application Access)
Select the Configuration tab, the user is presented with a 4 stage wizard that validates and prepares the connector.
- Terms and Conditions - Read and agree to the terms and conditions to proceed.
- Access to Salesforce Data - Allow access to your Salesforce data.
The Organisation ID and Display Name will be auto-filled from your user data, Display Name can be modified.
Select the 'Allow this application' button. Confirm that you agree to the access of our Salesforce data.
Click the OK button, and the screen will show the logged-in user, changed to a user with service (API) permission.
Clicking Allow starts the authorisation process, once this is complete a confirmation screen is displayed.
Click Close to complete stage 2 of the wizard, (Authentication details can be displayed and checked if required.)
After the screens have been closed the second part of the wizard is shown as completed.
If the accounts have not been Unlinked the last two steps will also be complete.
Click the Setup Complete button.
Use the Synchronise button to carry out a full synchronisation using the newly authorised user, the progress can be monitored from the Audit option.
This completes the re-authorising process for a new Salesforce user.
How can I use the Integration to engage with the join trigger in Marketing Automation?
To make use of the join function carry out the following change to each address book that is being used for join triggering.
- Select the Email Address book tab.
- Open the address book to be amended.
Select the Edit button.
- When the dialogue opens, select Edit.
- Select Save to apply the change to the Email Address book.
If required, the Join trigger flag can be displayed on the main Email Address Book tab by editing the page layout.
Note: The standard way that the integration uploads addresses to the emailing client is by a bulk method, this is fastest and most economical way in terms of API calls. Engaging the support for address book join triggering will use substantially more API calls so should be only used with Address books that will be used with this function.
How can Campaign member responses be updated in new Campaigns?
Check which Values are required and if updates are allowed for Salesforce Campaigns.
(IN Configuration tab > Global settings dialogue)
In the Salesforce Campaign, add Campaign Members with a response value of Sent, then link to an Email Address book and synchronise.
Select the required Email Campaign.
Check that the Allow Campaign Membership Update option is checked on the Email Campaign.
Send the campaign using the Send Campaign Wizard.
After the Email Campaign has been sent, after the next synchronisation the behaviour of the recipients will update the Campaign Member status.
The status can change from Email Sent - Opened - Clicked during subsequent synchronisations.
Soft Bounced, Hard Bounced will not usually change status.
Any of the statuses can be finally changed to Unsubscribed if the recipient responds in that way.
How can Campaign member responses be updated in old Campaigns?
- From Configuration tab Global settings dialogue, review what values are checked and if updates are allowed for Salesforce Campaigns.
- For the required Email Campaign, check which address books were used for the send (use Reporting in Engagement Cloud if required).
- From the Address Book tab, select the address book and click on the link to the Campaign.
- On the Campaign related list, click the New Email Campaign to Campaign Link button.
- From the interface picklist, choose the correct Email campaigns for the to created link.
- Reset Campaign Synchronisation for the selected Email Campaign from Configuration > Reset Campaign Synchronisation.
- Synchronise the Email Campaign.
- Once the synchronisation is complete, the Campaign will have been updated with the required values and the behavioural data will have updated the Campaign Member status.