Marketing Cloud - Lesson1
Marketing Cloud - Lesson1
Automations
Salesforce, Winter ’23
@salesforcedocs
Last updated: November 10, 2022
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CONTENTS
INDEX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
MARKETING CLOUD JOURNEYS AND AUTOMATIONS
Design and automate campaigns that guide customers through their journey with a brand. Execute simple or multi-step marketing and
data management activities on an immediate, triggered, or scheduled basis.
Email Client Privacy and Non-Subscriber Activity in Marketing Cloud Email and Journeys
Some email client providers are making privacy changes that can impact open metrics and calculations. Trust is the #1 Value at
Salesforce. Privacy and security continue to gain importance in our digital lives. Our top priority is to create the solutions that help
you respond, act, and succeed in these new environments. Marketers traditionally create automations, campaign engagement
strategies, and more based on email opens because opens can signal whether a customer or prospect is interested in your content.
But the privacy options available to customers can make email opens less reliable as engagement signals.
Automation Studio
Learn how Automation Studio makes Marketing Cloud email sends, queries, imports, and more happen automatically.
Marketing Cloud Best Practices
Looking for best practices and use cases to help you get the most out of Marketing Cloud? You’re in the right place.
Journeys and Messages
Marketing Cloud’s Journey Builder is a campaign planning tool that enables you to design and automate campaigns that guide
customers through their journey with a brand. Its foundation is the journey, which is the communication plan you design. Canvas
activities tell Journey Builder how to communicate to and direct contacts in the journey. Contacts enter from an entry source. The
journey then continually evaluates contacts to determine when to move them to the next activity.
Behavioral Triggers
Let Salesforce Marketing Cloud equip you to reach customers who abandon unpurchased items or services. Configure the flow of
this behavioral data into the data extensions for email sends and journeys. Using behavioral triggers this way is called Behavioral
Triggers.
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Marketing Cloud Journeys and Automations Automation Studio
Datorama Reports for Marketing Cloud Email engagement metrics, including Email Unique Opens, Email
Open Rate, and Email Click-to-Open Rate, can be artificially inflated.
Users are reminded that on Email dashboards, open-related metrics
don’t always accurately reflect engagement.
SEE ALSO:
Use Einstein to Improve Your Marketing Efforts
Clicks and Opens Behavior
Automation Studio
Learn how Automation Studio makes Marketing Cloud email sends, queries, imports, and more happen automatically.
Automation Studio is a Marketing Cloud application used to execute multi-step marketing and data management activities on an
immediate, triggered, or scheduled basis. Use Automation Studio's workflow canvas to build simple or multi-step automations.
Automation Studio includes an overview page to show each automation's status. Error information appears in line with the corresponding
automation to enable quick recovery. You can also use this page to run automations on an individual basis if necessary.
Build automations using automation activities such as Send Email, Import File, or SQL Query. Configure and manage automation activities
on the Activities page. You can also use this page to run automation activities on an individual basis.
Tip: To avoid unexpected behavior such as pages not rendering or unintentional object modification, do not open multiple tabs
in Automation Studio.
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Marketing Cloud Journeys and Automations Automation Studio
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Marketing Cloud Journeys and Automations The Automation Studio Overview Page
Copy an Automation
Create an exact copy of an automation to extend or modify it in Automation Studio.
Delete an Automation
Remove unneeded automations from Overview or the automation page in Automation Studio.
Automation Studio Errors
Use this page to find out what Automation Studio error messages mean, their implications, and how to resolve them.
Get Automation Studio Notifications
Add your email address to get notified when a Marketing Cloud automation run is skipped, encounters an error, or completes. You
can also enable Slack alerts through Digital Command Center for Slack.
Find Activity Configuration and Error Details
To access configuration details and run history for an Automation Studio activity, view the activity's object detail page. Use this page
to locate error information about the activity, too.
Folders
The Folders pane contains folders you created. Create folders without leaving the page.
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Marketing Cloud Journeys and Automations The Automation Studio Overview Page
View Options
View your automations in two ways:
1. List View
2. Detail View
Sort these views by status as necessary.
List View displays a greater number of automations at once without activity-level detail.
Detail View shows fewer automations at once. However, this view includes an abbreviated view of the automation's design, including
error information shown in red.
Hover over each activity to view its activity type, progress, and activity name. When a single automation step includes multiple activities,
hovering over that step gives you the option to view the entire automation's setup.
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Marketing Cloud Journeys and Automations The Automation Studio Overview Page
Error Messages
A specific error message shows on the activity that errored, including an activity detail link that takes you to the activity to fix the error.
When the automation step includes multiple activities, an indicator on the timeline references the point in the step where the error
occurred.
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Marketing Cloud Journeys and Automations The Automation Studio Overview Page
Summary
The Summary displays your automations by day or by week, and by status. Filter results by status using the dropdown menu.
SEE ALSO:
Use Interactions from Automation Studio in Interaction Studio (Legacy)
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Marketing Cloud Journeys and Automations The Automation Studio Overview Page
3. Click Run.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
Notes You can click Run Once to start If you change a file name Requires a trigger API with
a scheduled automation without modifying the file relevant file criteria to start the
immediately. content, the automation doesn’t automation.
start.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
Scheduled Automations
When you create a scheduled automation, configure the start date, time, and time zone. Then choose the repeat frequency of the
automation and when it ends.
Here are other considerations when using scheduled automations.
• You must activate a scheduled automation.
• The automation’s duration must be compatible with its schedule. For example, an automation is scheduled to run every 24 hours,
but it has a duration of 36 hours. In this case, the running automation stops after 24 hours when the next schedule automation starts.
So the automation never reaches completion.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
Trigger Automations
When you create a trigger automation, enter a file name pattern and choose a file location. Create a trigger API that monitors the external
file location. Marketing Cloud listens for the trigger API and runs the automation when a file that matches the pattern is placed in that
location.
Trigger automations are queued by default. When the running automation completes or encounters an error, the next file in the queue
starts the next automation. This process continues until the queue is empty. If you turn off queuing, additional files are ignored when
an automation is already running.
Here are other considerations when using trigger automations.
• You must set up a file location for the external location before creating a trigger automation.
• You must use a trigger API to check for files from external locations.
• To make your files easy to audit, use specific file names whenever possible. For example, use example_YYYY_MM_DD.csv
instead of example.csv.
• To easily identify the related file name in downstream file transfer activities and import activities, use the variable
%%FILENAME_FROM_TRIGGER%%.
• Trigger automations can read file extensions, but are required only if you use the Equals operator or the Ends With operator.
For more information on each starting source, review these topics.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
5. If you want Automation Studio to ignore new requests that occur when an automation is running, disable queuing.
6. Select the directory for the system to watch. When a file is dropped in this folder, the automation starts.
7. Click Save.
8. Drag an activity onto the canvas.
9. To view all activities of the selected type, click Choose.
All existing configured activities of that type appear.
• Search by keyword, name, or external key.
• Sort by columns.
• To see a summary, click an activity.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
5. Enter a sample file name, including its file extension, that you expect to trigger the automation. Unlike a file name pattern, the sample
file name requires the file extension.
If the file name pattern doesn’t match the sample file name, a warning appears when you try to save the automation.
6. If you want Automation Studio to ignore new requests that occur when an automation is running, disable queuing.
7. Click Done.
8. Drag an activity onto the canvas.
9. To view all activities of the selected type, click Choose.
• Search by keyword, name, or external key.
• Sort by columns.
• To see a summary, click an activity.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
If you later edit the automation or the activities in it, any active runs are stopped. Future runs of the automation are paused until all
activities are defined and saved.
SEE ALSO:
Create Trigger API Reference
Check Trigger API Reference
Set Up an Amazon Simple Storage Service File Location
Set Up a Google Cloud Storage File Location (Beta)
Set Up a Microsoft Azure Blob Storage File Location
Filename Patterns Reference
3. To import encrypted or compressed files, create a file transfer activity in Automation Studio. Otherwise, skip this step.
• Select the Manage File transfer type.
• Enter the file naming pattern. For example, %%BASEFILENAME_FROM_TRIGGER%%.
• Select the source file location. In this example, it's NEWDR File Location.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
SEE ALSO:
Set Up a Marketing Cloud Enhanced FTP or Safehouse File Location
Create a File Transfer Activity in Automation Studio
Import File Activity
Configure a File Drop Automation
Contains tells Automation Studio to look for files whose filename includes the filename pattern before the file extension.
Considerations
• Only scheduled automations support Advanced Run Once.
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Marketing Cloud Journeys and Automations Automate Processes in Automation Studio
• The last run's result appears in the right pane. Select the activities to run, then confirm the activities that you want to run before the
automation's run begins.
• Users can select an entire step, individual activities, or any combination of steps and activities.
• To run an entire automation once without selecting or deselecting activities, hover over the automation's name on the Automation
Overview page and click Run Once.
• Notification settings are carried over from the automation-level notification settings.
• Notification Settings are edited on an automation’s Activity tab, not in the Run Once Confirmation modal. Notification email addresses
appear in the modal for reference only.
Note: The hierarchy of statuses is important. Not Selected is an option for Run Once automations only. So if a user sees Completed
status, that could mean that only the selected activities in the step completed. Activities that were not selected did not complete,
or run at all.
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Marketing Cloud Journeys and Automations Schedule an Automation
Tip: Click Select All Activities, then deselect the activities you want to exclude.
Schedule an Automation
In a Marketing Cloud automation that’s in draft mode or already running, set the schedule on the Workflow tab.
Setting a schedule is part of defining an automation and is included in new automation setup instructions, too.
1. Open an automation.
2. Click the Workflow tab.
3. If no schedule was set when creating the automation, drag Schedule into the first position on the canvas and click Configure.
4. If a schedule was set, click Edit.
5. After configuring a schedule, save the automation.
Note: After defining the schedule and saving, the automation is paused until you activate it. Run the automation at any time
by clicking Run Once.
6. Click Active.
7. Click Activate.
Automation Duration
When you schedule automations in Marketing Cloud Automation Studio, make sure that the duration and schedule are in sync to
prevent system stability issues.
Automation Duration
When you schedule automations in Marketing Cloud Automation Studio, make sure that the duration and schedule are in sync to prevent
system stability issues.
To ensure system stability, automations that run longer than 24 hours stop when interrupted by the next scheduled occurrence. Check
the expected duration before you schedule automations of this length.
Example:
• You schedule a daily automation to run for 36 hours. When the next instance starts, the previous automation stops and produces
no more data.
• You schedule a weekly automation to run for 36 hours. Because it only runs new instances every 2 days, this automation isn’t
stopped because there is enough time between occurrences.
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Marketing Cloud Journeys and Automations Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
Reusability
Activities are reusable. When you define an activity, you provide information that the activity uses each time it runs.
The Activities page shows all configured activities in one place, including activities used in multiple automations and activities that are
not included in an automation.
Note: Enclose search terms in single quotation marks (') when the search term includes more than one word. For example, use
the search term 'Commercial Seat Data' instead of the search term Commercial Seat Data for best results.
Options
Each activity includes a set of options in its row. The options available depend on the activity type.
Clicking an activity name opens an expanded view that includes properties and other details about the activity. Use this option to edit
the activity, too.
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Marketing Cloud Journeys and Automations Automation Studio Activities
For example, clicking an SQL Query activity shows the query itself, the activity properties, and the target data extension.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: This action could impact customers if the activity you start is included in a running automation.
Tip: Configuring the Send Email Activity creates a Send Definition that can be used in one or more automations.
Note: Send Email activities that were created with classic email editor inside an automation are no longer editable. To edit the
activity, you must replace it. The send definition that each Send Email activity uses for sending is still valid.
1. Click Activities.
2. Click Create Activity.
3. Select Send Email.
4. Click Next.
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Marketing Cloud Journeys and Automations Automation Studio Activities
5. Select a classic or Content Builder email. Use sorting options to change the order in which emails display.
6. Click Next.
7. Complete the define properties section:
• Activity Name - Enter a name for this email send definition.
• External Key - This unique key is for the API. If a unique key isn’t assigned, the system auto-assigns one.
• Folder - Select a folder in which the send definition resides.
• Description - Enter a brief explanation of the email's content or purpose for your internal use.
• Subject - The subject of the email message sent by this activity. Any changes made to the subject are reflected only in this send.
• Preheader - The text displayed after the subject when an email is previewed.
• From Options:
– Saved Send Classification - Sets a send classification to use for this activity.
– Sender Profile - Determines whether the send uses a different sender profile than indicated in the send classification.
– Overwrite Delivery Profile - Determines whether the send uses a different delivery profile than indicated in the send
classification.
8. Click Next.
9. Complete the select audience section. Audience folders are displayed in the left pane where the root folders represent different
audience types. When you select a folder on the left, individual audience objects appear in the grid. From there, drag your audiences
into the Targeted, Excluded, or Suppressed drop areas.
Note: Test audiences for user-initiated emails aren’t supported in Automation Studio. Editing a user-initiated email with a
test audience in Automation Studio automatically removes the test audience. This removal doesn’t affect the content of the
email. To perform a test send, navigate to Email Studio.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: If your organization uses send throttling, you must choose either send throttling or Einstein Send Time Optimization.
You can’t use both. If you check the Einstein Send Time Optimization box, send throttling is automatically turned off for
this send.
• Delivery Window - Select a range of hours during which you want to send your email. A start and end time are required.
• Hourly Threshold - You can also specify how many emails you want to send per hour during that time.
Note: To mitigate performance issues, take processing time into account when you choose your time frame. Estimate
approximately 20 minutes processing time for every million subscribers. For example, if you’re sending to 6 million
subscribers, allow about 2 hours for Einstein to process the best send time for each subscriber.
• Track Clicks.
• Suppress From Send Report.
• Multipart MME - The system sends both HTML and Text version (including the text version you’ve created). The version that the
subscriber's email client accepts is delivered.
SEE ALSO:
Email Messages
Select Audience
Configure Delivery
Review Send
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: Email send definitions created with classic Email Studio within an automation continue to send as intended. To edit them,
replace them using these steps.
1. Hover over the Send Email activity in an automation.
2. Click Replace.
3. Locate the same email by name or external key.
Tip: To locate the email, search for the email by name or use sorting options.
4. Open the Send Email activity and save it. This action updates the email send definition so it is editable.
5. To edit the email after replacing it, hover over the Send Email activity, then click Edit.
The activity can be edited within an automation’s workflow.
SEE ALSO:
Email Messages
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Marketing Cloud Journeys and Automations Automation Studio Activities
Resources
There are other ways to retrieve data from Marketing Cloud, such as data extracts and API calls. If you want to unify and segment a large
dataset, we recommend checking out Salesforce Customer Data Platform.
• Knowledge Article: Best Practices for Gathering Data in Marketing Cloud
• Data Extract Activity
• Intro to Marketing Cloud APIs
• Trailhead: Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
Important: Don’t enter column names manually, because the SQL query activity can’t identify the associated data extension.
Always double-click or drag columns from the data extension list.
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Marketing Cloud Journeys and Automations Automation Studio Activities
9. Choose a target data extension to store the query results. The target can’t be a data extension that you used in the query.
10. Select how the query activity writes data to the target data extension.
• Append—New data is added to the end of the target data extension. Existing data isn’t updated.
• Update—Matching data in the target data extension is updated. New data without a match is added to the end of the target
data extension.
• Overwrite—All existing data is deleted from the target data extension and replaced with new data.
Primary Keys
Use primary keys as unique identifiers for your dataset.
Field Length and Data Type
Consider the field length and the type of data that you’re retrieving.
Data Quantity and Retention
To improve performance, limit the quantity of data in your queries and data extensions.
Searchable Arguments (SARGable Queries)
Searchable arguments, also known as SARGable queries, are operators that can use indexes. To make your query run faster, use
searchable arguments when possible.
Concurrent Activities
Concurrent activity occurs when multiple processes attempt to access the same data at the same time, which can cause queries to
fail or time out. For example, two processes simultaneously attempt to write to the same dataset, or a process is actively writing to
a dataset that another process attempts to read.
Data Staging
You can stage your data by dividing a large query with multiple joins into small queries that are more performant. This method is
especially effective for long-running queries that could otherwise time out.
Primary Keys
Use primary keys as unique identifiers for your dataset.
• Be strategic when designating a field as a primary key. Having too many primary keys defeats the purpose of a unique identifier and
decreases performance.
• Marketing Cloud improves performance by automatically indexing primary keys, sendable relationship fields, and your other most-used
fields. But you don’t need to designate fields as primary keys to force indexing. Overusing primary keys slows inserts into data
extensions from queries, APIs, and other processes.
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Marketing Cloud Journeys and Automations Automation Studio Activities
• To analyze multiple datasets, use the same primary key field in each data extension that you want to link. Then join the data extensions
using the primary key field.
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Marketing Cloud Journeys and Automations Automation Studio Activities
– >
– NOT EXISTS
– NOT IN
– NOT LIKE
– Intrinsic functions that operate on a column value
Here are some examples of non-searchable intrinsic functions that can be rewritten into searchable arguments.
• Use SELECT DISTINCT only when duplicate data exists in multiple data extensions.
• When using SELECT TOP, also use ORDER BY to avoid unpredictable results.
• Specify columns by name instead of using SELECT *. When using SELECT *, the query activity parser caches the columns
that exist when the query is saved. If you add another column in the future, it isn’t automatically included.
• SQL Server isn’t case-sensitive, so don’t use the LOWER function.
Concurrent Activities
Concurrent activity occurs when multiple processes attempt to access the same data at the same time, which can cause queries to fail
or time out. For example, two processes simultaneously attempt to write to the same dataset, or a process is actively writing to a dataset
that another process attempts to read.
• Prevent timeouts and performance issues by limiting query activities to one query per step of an automation.
• Prevent concurrent activity by staggering your automations and creating dedicated datasets for your processes.
• The majority of automations are scheduled on the hour. Improve performance by scheduling your automations at other times, such
as 8:30 instead of 8:00.
Data Staging
You can stage your data by dividing a large query with multiple joins into small queries that are more performant. This method is especially
effective for long-running queries that could otherwise time out.
• Use multiple small queries to gather data from different data extensions and write that data to holding tables.
• After all the small queries have run, use a final query to unite the data from the holding tables.
For an example, see Use Intermediate Tables to Optimize a Query.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: The following code is an example of a poorly executing query. Do not copy and paste the following code to use in a query
activity.
Select
j.JobID,
j.EmailName,
j.DeliveredTime as SendTime,
o.EventDate as OpenTime,
s.EmailAddress,
s.SubscriberKey
from [_Job] j
join [_Open] o
on j.JobID = o.JobID
join [_Subscribers] s
on o.SubscriberID = s.SubscriberID
where
o.IsUnique = 1 and
j.EmailID = 123456
One likely reason this query times out is that it tries to retrieve data from multiple sources in one query. To ensure that this query
consistently returns data in a timely manner, divide it into four smaller queries on separate, consecutive steps of your automation. Use
these instructions to set up four data extensions and corresponding queries called Jobs, Opens, Subscriber and a Target Data Extension
to unite and store the data retrieved by the preceding queries.
Fields
DeliveredTime Date
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Marketing Cloud Journeys and Automations Automation Studio Activities
Query Syntax
j.JobID,
j.EmailName,
j.DeliveredTime,
from [_Job] j
where
j.EmailID = 123456
Fields
SubscriberID Number
OpenTime Date
Query Syntax
o.JobID,
o.SubscriberID,
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Marketing Cloud Journeys and Automations Automation Studio Activities
o.EventDate,
from [_Open] o
where
o.IsUnique = 1
and j.EmailID = 123456
Fields
Query Syntax
s.SubscriberID,
s.EmailAddress,
s.SubscriberKey
from [_Subscribers] s
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Marketing Cloud Journeys and Automations Automation Studio Activities
Fields
SendTime Date
OpenTime Date
Query Syntax
Select
j.JobID,
j.EmailName,
j.DeliveredTime as SendTime,
o.EventDate as OpenTime,
s.EmailAddress,
s.SubscriberKey
from [JobTable] j
join [OpenTable] o
on j.JobID = o.JobID
join [SubscriberTable] s
on o.SubscriberID = s.SubscriberID
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Marketing Cloud Journeys and Automations Automation Studio Activities
Data Views
Query data views using Automation Studio for up to six months of Marketing Cloud subscriber and journey information.
When you create an SQL Query activity, you write the SQL statement that defines the query. You can write the query against a data
extension or the data views provided in the system. Click and open tracking data displays in Central Standard Time, does not observe
Daylight Savings Time, and is rounded to the nearest second.
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Note: If Add subscribers to this list is not selected for a triggered send, some data is not available at the enterprise level.
Enterprise-level data views don't include sends, opens, clicks, unsubscribes, Forward To A Friend data, and bounces. You can find
this data by querying data views in the sender's Marketing Cloud account.
Note: Some data views allow you to retrieve more than six months’ data. However, queries returning large data sets can take
longer to process and can impact system performance.
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Marketing Cloud Journeys and Automations Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
How much data is available Data for automations that ran during the past 1 through 31 days
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Marketing Cloud Journeys and Automations Automation Studio Activities
Skipped instances are a warning that an automation could be unhealthy, for example, there isn’t enough time between scheduled
automations. Or, there were multiple instances of the same file drop automation queued when a running instance was stopped. Use
this query to identify automations that were skipped yesterday, and decide whether to take action.
SELECT automationcustomerkey
FROM [_automationinstance]
WHERE automationinstancestatus = 'Skipped'
AND automationinstanceendtime_utc >= Dateadd(day, -2, Getutcdate())
FilenameFromTrigger For file drop and trigger automations, the NVARCHAR(4000) Text X
file that started the automation.
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Marketing Cloud Journeys and Automations Automation Studio Activities
AutomationInstanceStartTime_UTC The time that the automation run started. DATETIMEOFFSET Date X
This value is null if the automation was
skipped.
AutomationInstanceEndTime_UTC The time that the automation run ended. DATETIMEOFFSET Date X
This value is null if the automation was
skipped or is still running.
How much data is available Data for automations that ran in the last 1 through 31 days
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Marketing Cloud Journeys and Automations Automation Studio Activities
Use this query to find activities that failed because of a system error. Retry the associated automation.
SELECT activitycustomerkey
FROM [_automationactivityinstance]
WHERE activityinstancestatus = 'Error'
AND activityinstancestatusdetails NOT LIKE 'System Error occurred%'
Use this query to find SSJS activities with an average duration greater than 20 minutes. Optimize the SSJS activity, or break it up into
multiple steps.
SELECT activitycustomerkey,
avgduration
FROM (SELECT activitycustomerkey,
Avg(Datediff(minute, activityinstancestarttime_utc,
activityinstanceendtime_utc)
) AS AvgDuration
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Marketing Cloud Journeys and Automations Automation Studio Activities
ActivityType The activity type. Possible values are listed INT Number
in the Activity Type IDs table.
ActivityInstanceStartTime_UTC The time that the activity run started. This DATETIMEOFFSET Date X
value is null if the automation was
skipped.
ActivityInstanceEndTime_UTC The time that the activity run ended. This DATETIMEOFFSET Date X
value is null if the automation was
skipped, is still running, or wasn’t selected
as part of an Advanced Run Once.
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Marketing Cloud Journeys and Automations Automation Studio Activities
42 Send Email
43 Import File
45 Refresh Group
53 File Transfer
73 Data Extract
84 Report Definition
303 Filter
423 Script
467 Wait
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Marketing Cloud Journeys and Automations Automation Studio Activities
1000 Verification
1101 Interactions
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Note: Data returned for some fields exceeds their character limit. When querying nvarchar fields, use left() function to limit the
number of characters to fit the field length in the target data extension.
Columns
JobID The job ID number for the email send bigint Number
ListID The list ID number for the list used in the int Number
send
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Marketing Cloud Journeys and Automations Automation Studio Activities
SMTPBounceReason The reason for the bounce relayed by the nvarchar(max) Text X
mail system
SMTPCode The error code for the bounce from the smallint Number X
mail system
TriggeredSendCustomerKey The customer key for the triggered send nvarchar(36) Text X
Columns
SubscriberID and SubscriberKey columns are indexed.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
JobID The job ID number for the email send bigint Number
ListID The list ID number for the list used in the int Number
send
BatchID The batch ID number for any batches used bigint Number
in the send
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Marketing Cloud Journeys and Automations Automation Studio Activities
URL The URL for the link clicked. No AMPscript varchar(900) Text X
or variables are populated in this column,
for example,
www.example.com?%%attribute%%
LinkName The link name assigned in the email send varchar(1024) Text X
LinkContent The link content assigned in the email send. varchar(max) Text X
AMPscript and variables are populated in
this column, such as
www.example.com?12345
TriggeredSendCustomerKey The customer key for the triggered send varchar(36) Text X
SEE ALSO:
External Link: Add Subscribers to an On-Your-Behalf Account
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
JobID The job ID number for the email send bigint Number
ListID The list ID number for the list used in the int Number
send
Note: To use this data view, you must use live content in Content Builder Block SDK. Learn more in the Trailhead Module: Content
Builder Block SDK.
Dates and times are stored in Central Standard Time. Daylight Savings Time isn’t observed. To view time-related data in your time zone,
set time zone user preferences.
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: This data view is for Enterprise 2.0 clients only. When profile attributes are created in Enterprise 2.0 accounts, new columns
are added to the _EnterpriseAttribute table. Data view queries in Enterprise 2.0 accounts can return results from profile attribute
columns in addition to the columns listed here.
Note: This data view is only available in the Parent account and can't be used in a business unit.
Note: Preference attributes, such as HTML Email, aren't available in this data view
Columns
The _subscriberID field is an indexed field.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
JobID The job ID number for the email send int Number
ListID The list ID number for the list used in the int Number
send
BatchID The batch ID number for any batches used int Number
in the send
TriggeredSendCustomerKey The customer key for the triggered send varchar(36) Text X
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Marketing Cloud Journeys and Automations Automation Studio Activities
3. Within the SQL Query activity, query the _MobileLineAddressContactSubscriptionView data view and select the target data extension
you created in the first step. Example: Select convert(varchar, getDate(), 20) as NowDate,* from
_MobileLineAddressContactSubscriptionView.
Tip: To track LINE followers who have blocked your channel, compare daily lists to look for users who are no longer listed.
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
Columns
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Note: The Job data view provides results for all email send jobs in your current business unit. The data view doesn’t categorize
the results by send method.
JobID is an indexed field.
AccountUserID The ID number for the account user that int Number X
performed the job
FromEmail The from email address in the email send varchar(100) Email X
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Marketing Cloud Journeys and Automations Automation Studio Activities
ModifiedBy If modified, the user who modified the job int Number X
EmailName The name of the email sent by the job char(100) Text X
TestEmailAddr The test email address used in the job varchar(128) Email X
BccEmail Any email address send in the BCC field varchar(100) Email X
OriginalSchedTime The original scheduled time for the job smalldatetime Date X
SendClassificationType The send classification type for the job nvarchar(32) Text X
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Marketing Cloud Journeys and Automations Automation Studio Activities
ResolveLinksWithCurrentData If the job resolved links with current data bit Boolean
EmailSendDefinition The email send definition used in the job nvarchar(36) Text X
DeduplicateByEmail Whether the email addresses in the job are bit Boolean
used to deduplicate subscribers
TriggeredSendCustomerKey The customer key for the triggered send varchar(36) Text X
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
JourneyID The unique identifier for the journey. There uniqueidentifier(36) Text
are one or more VersionID’s associated to
a JourneyID.
CreatedDate The date that the version of the journey datetime Date
was created
LastPublishedDate The date that the version of the journey datetime Date X
was last published
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: JourneyActivityObjectID corresponds to TriggererSendDefinitionObjectID in the _Sent, _Open, _Click, and _Bounce, data
views.
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
ActivityID The unique identifier for the activity. There uniqueidentifier(36) Text
are one or more ActivityID’s associated to
a VersionID.
ActivityExternalKey The external key associated with the activity nvarchar(200) Text
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
ListID and SubscriberID are indexed fields.
CreatedDate The date the subscriber was added to the smalldatetime Date X
list
ListID The list ID number for the list used in the int Number X
send
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
JobID The job ID number for the email send int Number
ListID The list ID number for the list used in the int Number
send
BatchID The batch ID number for any batches used int Number
in the send
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Marketing Cloud Journeys and Automations Automation Studio Activities
TriggeredSendCustomerKey The customer key for the triggered send varchar(36) Text X
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
JobID The job ID number for the email send int Number
ListID The list ID number for the list used in the int Number
send
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Marketing Cloud Journeys and Automations Automation Studio Activities
TriggeredSendCustomerKey The customer key for the triggered send varchar(36) Text X
Tip: Dates and times are stored in Central Standard Time. Daylight Savings Time isn’t observed. To view time-related data in your
time zone, set time zone user preferences.
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Note: Code and keyword values are currently represented as a static GUID.
Identify the name of the SMS message that you want to check on the MobileConnect Overview page.
1. To retrieve the MessageID, click the message name.
2. On the message Overview page, note the URL:
3. Copy the Base64 encoded text.
4. Use an online Base64 decoder to decode the Base64 encoded text.
5. The result appears in this format: 65:78:0 5. Based on this result,the MessageID for this message is 65.
Note: There are some cases where MobileConnect has no subscriber ID. For example, if a net new number texts STOP, a contact
isn’t created, but a record is logged.
Note: For shared codes, the delivery statuses shown in this data view only confirms delivery to the aggregator via the status code
of 2000. The shared codes delivery receipts are returned to the Marketing Cloud account that owns the code.
Note: Use the _SMSSubscriptionLog data view for Unsub, OptIn, and OptOut data.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Columns
CreateDateTime The date and time the tracking record smalldatetime Date and
was created time
ModifiedDateTime The date and CST time the tracking smalldatetime Date and
record was modified time
ActionDateTime The actual date and time a delivery smalldatetime Date and
or non-delivery event was received Time
by the Marketing Cloud.
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Marketing Cloud Journeys and Automations Automation Studio Activities
SendID The send ID number for the SMS send bigint Number X
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Review Undelivered Messages
Data View: SMSSubscriptionLog
Knowledge Article: Description of the fields in _SMSMessageTracking dataview that return NULL values
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Social Forward
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Social Forward
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
The SubscriberID, EmailAddress, and SubscriberKey columns are indexed.
DateUndeliverable The date an email for the subscriber was smalldatetime Date X
returned as undeliverable
DateJoined The date the subscriber joined your list smalldatetime Date X
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Marketing Cloud Journeys and Automations Automation Studio Activities
Tip: Dates and times are stored in Central Standard Time. Daylight Savings Time isn’t observed. To view time-related data in your
time zone, set time zone user preferences.
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Code and keyword values are currently represented as a static GUID.
There are some cases where MobileConnect doesn’t have a subscriber ID. For example, if a net new number texts STOP, a contact
isn’t created, but a record is logged.
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: The SubscriberKey field is populated if the MobileNumber matches a record in the All Contacts List in Contact Builder.
OptOutStatusID Key
NotOptedOut = 0
OptedOut = 1
DeletingNotOptedOut = 10
DeletingOptedOut = 11
OptOutMethodID Key
Note: When a NULL value is returned, this value indicates that a subscriber texted an opt-out keyword
0 = Unspecified
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Marketing Cloud Journeys and Automations Automation Studio Activities
1 = WebCollect
2 = API
3 = FTAF
4 = Import
5 = MoveCopy
6 = Application
7 = SalesForce
8 = Segmentation
9 = GenericExtension
10 = CustomObject
11 = RMM
13 = ServiceFeedback
14 = MobileOriginated (CustomStopKeyword)
15 = ContactsSuppression
18 = MobileOriginated (GlobalStopKeyword)
OptInStatusID Key
NotOptedIn = 0
OptInPending = 1
OptedIn = 2
DeletingNotOptedIn = 10
DeletingOptInPending = 11
DeletingOptedIn = 12
OptInMethodID Key
0 = Unspecified
1 = WebCollect
2 = API
3 = FTAF
4 = Import
5 = MoveCopy
6 = Application
7 = SalesForce
8 = Segmentation
9 = GenericExtension
10 = CustomObject
11 = RMM
12 = Mobile Opt-In
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Marketing Cloud Journeys and Automations Automation Studio Activities
13 = DeviceRegistration
MobileAddressStatus Key
UNSPECIFIED = 0
1 = Webcollect
2 = API
3 = FTAF
4 = Import
5 = MoveCopy
6 = Manual
7 = SalesForce
8 = Segmentation
9 = GenericExtension
10 = CustomObject
11 = FacebookAPI
12 = SmartCapture
13 = MobileOptIn
SEE ALSO:
Review Undelivered Messages
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
ListID The list ID number for the list used in the int Number
send
BatchID The batch ID number for any batches used int Number
in the send
EventDate The date the survey response took place datetime Date
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
Undeliverable Indicates that the number is Held and that bit Boolean
MobileConnect discontinued sending
messages to the subscriber
FirstBounceDate The date when the first bounce occurred datetime Date
SEE ALSO:
Bounced Messages and Held Numbers
Review Undelivered Messages
Note: When profile attributes are created in Enterprise 2.0 accounts, new columns are added to the _EnterpriseAttribute table.
Data view queries in Enterprise 2.0 accounts can return results from profile attribute columns in addition to the columns listed
here.
Columns
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Marketing Cloud Journeys and Automations Automation Studio Activities
JobID The job ID number for the email send bigint Number
ListID The list ID number for the list used in the int Number
send
SEE ALSO:
Lists without Enhanced Subscriber Features in Marketing Cloud
Note:
• To use these examples, you need a working knowledge of SQL.
• These examples aren’t comprehensive. Be creative, combine use cases, and check out the Trailhead and Stack Exchange
communities for more ideas.
• You can copy and paste the code samples, but you must configure them for your setup.
• Data views are covered in a separate, adjacent section of the documentation.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Retention Setting On
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
X JobID Number X
X ListID Number X
X BatchID Number X
EventDate Date
BounceCategory Text 50
Sample Query
Copy and paste this query.
SELECT l.listname,
de.subscriberkey,
l.[status]
FROM [MY_DE_NAME] AS de
INNER JOIN [_listsubscribers] AS l
ON de.subscriberkey = l.subscriberkey
WHERE l.listname = 'MY_LIST_NAME'
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Marketing Cloud Journeys and Automations Automation Studio Activities
Save your query activity, and then create and activate an automation that uses the activity. To continuously update your bounce history,
run the automation every 24 hours.
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
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Marketing Cloud Journeys and Automations Automation Studio Activities
State Text X 2
Zip Text X 10
HomePhone Phone 50
MobilePhone Phone 50
VersionNumber Number X
SendTime Date X
BounceTime Date X
X ContactID Number X
X JobID Number X
X ListID Number X
X BatchID Number X
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Marketing Cloud Journeys and Automations Automation Studio Activities
Zip Text X 10
HomePhone Phone 50
MobilePhone Phone 50
Sample Query
Copy and paste this query.
SELECT j.journeyname,
j.versionnumber,
ja.activityname AS 'EmailName',
s.eventdate AS 'SendTime',
b.eventdate AS 'BounceTime',
su.emailaddress,
su.subscriberkey AS 'ContactKey',
su.subscriberid AS 'ContactID',
s.jobid,
s.listid,
s.batchid,
cpd.addressline1,
cpd.addressline2,
cpd.city,
cpd.state,
cpd.zip,
cpd.homephone,
cpd.mobilephone
FROM [_sent] AS s
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_bounce] AS b
ON s.jobid = b.jobid
AND s.listid = b.listid
AND s.batchid = b.batchid
AND s.subscriberid = b.subscriberid
INNER JOIN [_subscribers] AS su
ON s.subscriberid = su.subscriberid
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
Date Date X
Sends Number X
Sample Query
Copy and paste this query.
SELECT j.journeyname,
Cast(s.eventdate AS DATE) AS 'Date',
ja.activityname AS 'EmailName',
ja.activityexternalkey,
Count(*) AS 'Sends'
FROM [_sent] AS s
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON s.subscriberid = su.subscriberid
WHERE ja.activitytype IN ( 'EMAIL', 'EMAILV2' )
AND j.journeyname = 'MY_JOURNEY_NAME'
AND s.eventdate > Dateadd(day, -7, Getdate())
GROUP BY j.journeyname,
j.journeyid,
Cast(s.eventdate AS DATE),
ja.activityname,
ja.activityexternalkey
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Marketing Cloud Journeys and Automations Automation Studio Activities
Save your query activity, and then create and activate an automation that uses the activity.
To pull a specific range, such as all activity from yesterday, use this code.
SELECT j.journeyname,
Cast(s.eventdate AS DATE) AS 'Date',
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Marketing Cloud Journeys and Automations Automation Studio Activities
ja.activityname AS 'EmailName',
ja.activityexternalkey,
Count(*) AS 'Sends'
FROM [_sent] AS s
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON s.subscriberid = su.subscriberid
WHERE ja.activitytype IN ('EMAIL','EMAILV2')
AND j.journeyname = 'MY_JOURNEY_NAME'
AND s.eventdate BETWEEN Dateadd(day,-1,Getdate()) AND Getdate()
GROUP BY j.journeyname,
j.journeyid,
Cast(s.eventdate AS DATE),
ja.activityname,
ja.activityexternalkey
Depending on how much data you’re retrieving, a query spanning more than 30 days can time out and fail. If your query times out, try
a shorter time frame.
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Marketing Cloud Journeys and Automations Automation Studio Activities
ja.activityexternalkey,
Count(*) AS 'Clicks'
FROM [_click] AS c
INNER JOIN [_journeyactivity] AS ja
ON c.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON c.subscriberid = su.subscriberid
WHERE ja.activitytype IN ( 'EMAIL', 'EMAILV2' )
AND j.journeyname = 'MY_JOURNEY_NAME'
AND c.eventdate BETWEEN Dateadd(day, -1, Getdate()) AND Getdate()
GROUP BY j.journeyname,
j.journeyid,
Cast(c.eventdate AS DATE),
ja.activityname,
ja.activityexternalkey
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Marketing Cloud Journeys and Automations Automation Studio Activities
FROM [_complaint] AS c
JOIN [_sent] AS s
ON c.jobid = s.jobid
AND c.listid = s.listid
AND c.batchid = s.batchid
AND c.subscriberid = s.subscriberid
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON c.subscriberid = su.subscriberid
WHERE ja.activitytype IN ( 'EMAIL', 'EMAILV2' )
AND j.journeyname = 'MY_JOURNEY_NAME'
AND c.eventdate BETWEEN Dateadd(day, -1, Getdate()) AND Getdate()
GROUP BY j.journeyname,
j.journeyid,
Cast(c.eventdate AS DATE),
ja.activityname,
ja.activityexternalkey
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Marketing Cloud Journeys and Automations Automation Studio Activities
ja.activityname,
ja.activityexternalkey
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
VersionNumber Number X
SendTime Date X
X ContactID Number X
X JobID Number X
X ListID Number X
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Marketing Cloud Journeys and Automations Automation Studio Activities
Sample Query
Copy and paste this query.
SELECT j.journeyname,
j.versionnumber,
ja.activityname AS 'EmailName',
s.eventdate AS 'SendTime',
su.emailaddress,
su.subscriberkey AS 'ContactKey',
s.subscriberid AS 'ContactID',
s.jobid,
s.listid,
s.batchid
FROM [_sent] AS s
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON s.subscriberid = su.subscriberid
WHERE ja.activitytype IN ( 'EMAIL', 'EMAILV2' )
AND s.eventdate > Dateadd(hour, -24, Getdate())
AND j.journeyname = 'MY_JOURNEY_NAME'
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Marketing Cloud Journeys and Automations Automation Studio Activities
Save your query activity, and then create and activate an automation that uses the activity.
To pull a specific range, such as all activity from yesterday, use this code.
SELECT j.journeyname,
j.versionnumber,
ja.activityname AS 'EmailName',
s.eventdate AS 'SendTime',
su.emailaddress,
su.subscriberkey AS 'ContactKey',
s.subscriberid AS 'ContactID',
s.jobid,
s.listid,
s.batchid
FROM [_sent] AS s
INNER JOIN [_journeyactivity] AS ja
ON s.triggerersenddefinitionobjectid = ja.journeyactivityobjectid
INNER JOIN [_journey] AS j
ON ja.versionid = j.versionid
INNER JOIN [_subscribers] AS su
ON s.subscriberid = su.subscriberid
WHERE ja.activitytype IN ( 'EMAIL', 'EMAILV2' )
AND j.journeyname = 'MY_JOURNEY_NAME'
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Marketing Cloud Journeys and Automations Automation Studio Activities
Depending on how much data you’re retrieving, a query spanning more than 30 days can time out and fail. If your query times out, try
a shorter time frame.
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Marketing Cloud Journeys and Automations Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
SendTime Date X
OpenTime Date X
Sample Query
Copy and paste this query.
SELECT j.jobid,
j.emailname,
j.deliveredtime AS 'SendTime',
o.eventdate AS 'OpenTime',
s.emailaddress,
s.subscriberkey
FROM [_job] AS j
INNER JOIN [_open] AS o
ON j.jobid = o.jobid
INNER JOIN [_subscribers] AS s
ON o.subscriberid = s.subscriberid
WHERE o.isunique = 1
AND o.eventdate > Dateadd(day, -30, Getdate())
AND j.emailid = MY_EMAIL_ID
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Marketing Cloud Journeys and Automations Automation Studio Activities
• If you’re querying from the child business unit of an Enterprise 2.0 account, modify line 10 to add the ent. prefix.
– Original: INNER JOIN [_subscribers] AS s
– Modified: INNER JOIN ent.[subscribers] AS s
Save your query activity, and then create and activate an automation that uses the activity.
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Marketing Cloud Journeys and Automations Automation Studio Activities
j.deliveredtime AS 'SendTime',
o.eventdate AS 'OpenTime',
s.emailaddress,
s.subscriberkey
FROM [_job] AS j
INNER JOIN [_open] AS o
ON j.jobid = o.jobid
INNER JOIN [_subscribers] AS s
ON o.subscriberid = s.subscriberid
WHERE o.isunique = 1
AND o.eventdate > Dateadd(day, -14, Getdate())
AND j.emailid = MY_EMAIL_ID
To pull a specific range, such as 30–60 days ago, use this code.
SELECT j.jobid,
j.emailname,
j.deliveredtime AS 'SendTime',
o.eventdate AS 'OpenTime',
s.emailaddress,
s.subscriberkey
FROM [_job] AS j
INNER JOIN [_open] AS o
ON j.jobid = o.jobid
INNER JOIN [_subscribers] AS s
ON o.subscriberid = s.subscriberid
WHERE o.isunique = 1
AND o.eventdate BETWEEN Dateadd(day, -60, Getdate()) AND
Dateadd(day, -30, Getdate())
AND j.emailid = MY_EMAIL_ID
Depending on how much data you’re retrieving, a query spanning more than 30 days can time out and fail. If your query times out, try
a shorter time frame.
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Marketing Cloud Journeys and Automations Automation Studio Activities
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Marketing Cloud Journeys and Automations Automation Studio Activities
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Status Text X 25
Sample Query
Copy and paste this query.
SELECT l.listname,
de.subscriberkey,
l.[status]
FROM [MY_DE_NAME] AS de
INNER JOIN [_listsubscribers] AS l
ON de.subscriberkey = l.subscriberkey
WHERE l.listname = 'MY_LIST_NAME'
Save your query activity, and then create and activate an automation that uses the activity.
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Marketing Cloud Journeys and Automations Automation Studio Activities
For example, if your source data extension includes a PolicyNumber field, add a field for PolicyNumber to the target data extension.
Then in the query, insert de.policynumber in the select statement.
SELECT l.listname,
de.subscriberkey,
de.policynumber,
l.[status]
FROM [MY_DE_NAME] AS de
INNER JOIN [_listsubscribers] AS l
ON de.subscriberkey = l.subscriberkey
WHERE l.listname = 'MY_LIST_NAME'
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Subscribers
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
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Marketing Cloud Journeys and Automations Automation Studio Activities
ListID Number X
DateAdded Date X
Sample Query
Copy and paste this query.
SELECT l.subscriberkey,
l.emailaddress,
l.listid,
l.listname,
l.createddate AS DateAdded
FROM [_listsubscribers] AS l
WHERE l.listid = MY_LIST_ID
AND createddate BETWEEN '2021-11-01' AND '2021-12-01'
• On the last line, replace the date range with your time frame in YYYY-MM-DD format.
Link the query to the target data extension.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Save your query activity, and then create and activate an automation that uses the activity.
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Subscribers
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
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Marketing Cloud Journeys and Automations Automation Studio Activities
ListType Text 50
Status Text X 25
DateAdded Date X
AddMethod Text X 25
DateUnsubscribed Date
Sample Query
Copy and paste this query.
SELECT l.subscriberkey,
l.emailaddress,
l.listname,
l.listtype,
l.[status],
l.createddate AS DateAdded,
l.addmethod,
l.dateunsubscribed
FROM [_listsubscribers] AS l
WHERE l.listname = 'MY_LIST_NAME'
Save your query activity, and then create and activate an automation that uses the activity.
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SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Subscribers
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
JobID Number X
BatchID Number
SendDate Date
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Sample Query
Copy and paste this query.
SELECT DISTINCT s.subscriberkey,
s.jobid,
s.batchid,
s.eventdate AS SendDate
FROM [_sent] AS s
LEFT JOIN [_open] AS o
ON s.jobid = o.jobid
AND s.listid = o.listid
AND s.batchid = o.batchid
AND s.subscriberid = o.subscriberid
AND o.isunique = 1
LEFT JOIN [_click] c
ON s.jobid = c.jobid
AND s.listid = c.listid
AND s.batchid = c.batchid
AND s.subscriberid = c.subscriberid
AND c.isunique = 1
WHERE ( o.subscriberid IS NULL
AND c.subscriberid IS NULL )
AND s.jobid = MY_JOB_ID
Save your query activity, and then create and activate an automation that uses the activity.
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ON s.jobid = c.jobid
AND s.listid = c.listid
AND s.batchid = c.batchid
AND s.subscriberid = c.subscriberid
AND c.isunique = 1
WHERE s.jobid = MY_JOB_ID
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
Note: If you create the data extension in Email Studio, the Nullable column replaces the Required column. If a field isn’t required,
select Nullable. If a field is required, don’t select Nullable.
SendCount Number
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Table 1: Fields
Primary Key Name Data Type Required Length Default Value
JobID Number X
SendCount Number
Table 2: Fields
Primary Key Name Data Type Required Length Default Value
JobID Number X
SendCount Number
BounceCount Number
BouncePercent Text 20
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FROM [_sent] AS s
WHERE s.jobid = MY_JOB_ID
GROUP BY s.jobid,
s.domain
On line 5, replace MY_JOB_ID with the ID of your job. Use the same JobID from the previous query.
Link the query to the data extension that stores bounce data.
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To keep the bounce restriction and remove only the send restriction, remove s.sendcount > 100 on line 12.
• Original: WHERE s.sendcount > 100 AND b.bouncecount > 2
• Modified: WHERE b.bouncecount > 2
To keep the send restriction and remove only the bounce restriction, remove b.bouncecount > 2 on line 13.
• Original: WHERE s.sendcount > 100 AND b.bouncecount > 2
• Modified: WHERE s.sendcount > 100
To modify the minimum send count or bounce count, change the corresponding numbers.
SEE ALSO:
Create a Data Extension in Contact Builder
Create a Data Extension in Email Studio (Enhanced)
Build a SQL Query Activity
Optimizing a SQL Query Activity
SQL Reference
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SQL Reference
Get SQL query information for Automation Studio’s SQL Query activity at a glance.
Considerations
SQL support for the SQL Query Activity is based on, but doesn’t precisely correspond to, SQL Server 2016 capabilities.
• To ensure that queries are executed without blocking from other SQL updates, query activities use SET TRANSACTION ISOLATION
LEVEL READ UNCOMMITTED. This is equal to WITH (NOLOCK). Using the NOLOCK query hint is unnecessary.
• Only SELECT statements to data extension or data views in an account or in the parent account
– Nested Queries
– UNION
– JOIN
– GROUP BY
• Conditional Statements
– IF Constructs
– CASE Statements
• Functions
– Most functions, including MIN, MAX, and more are supported
– CAST and CONVERT
• Unsupported elements
– Variables
– Cursors
– User-Defined Functions
– Transaction and Locking
– GOTO
– PRINT
– Any sp_* stored procedure
– EXEC
– Temporary Tables and Common Table Expressions
– TEXT and IMAGE Functions
– Open-ended comment designations such as '--' to comment out a line
Split data within a column into two rows using the Char function and its ASCII value. Use an ASCII approved character as a delimiter.
To query unicode, it isn’t necessary to append an N to the search string.
Performance Considerations
Queries have a 30-minute timeout. If a query is timing out, it’s possible to make the query perform faster with indexes applied. Queries
that include both a join and a Select * statement aren’t permitted. Instead, write a statement that specifies each column name,
even when there are multiple columns.
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Known Issues
• Data Types
– Decimal: If a data extension contains a decimal field and that field is used in a query, the output isn’t a decimal output
Note: This query can be used in Enterprise 2.0 edition accounts only. Core, Advanced, or Enterprise don’t support querying
subscriber attributes.
Combining the _EnterpriseAttribute Data View and the _Subscriber Data View
SELECT
b.[first name],
b.[last name],
b.[age],
a.[Status] as 'Subscription Status',
a.[EmailAddress] as 'Email'
FROM
_subscribers a
INNER JOIN
_EnterpriseAttribute b
ON
a.subscriberID = b._subscriberID
This example assumes the [first name],[last name], and [age] attributes exist in the account.
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Sample Queries
offerid,score,name,description,url
from Offers
offerid,score,name,description,url
from Offers
order by newid()
offerid,score,name,description,url
from Offers
order by newid()
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transaction_type_cd,
Max(TRANSACTION_DATE) as Transaction_Date,
TRANSACTION_STATUS,
MERCHANT_TYPE,
'0' as Group_Points,
'.00' as Group_Comp,
'.00' as Group_Credit,
'.00' as Group_Dues,
'0' as Group_Miles,
'.00' as Group_BonusComp,
'102' as Group_BonusMiles,
'0' as Group_BonusPoints,
'.00' as Group_BonusCrdt,
'.00' as Total_Comp_Earned,
'.00' as Total_Credit_Earned,
'10' as Total_Miles_Earned,
'103' as Total_Points_Earned,
MERCHANT_CATEGORY,
RA_SEQUENCE,
'FFAK' as fam_campaign_cd
FROM Subscriber_Activity
Geo-Targeting
Prerequisites: Zip Code Data Extension. Search for current ZIP code data on the web. Use Case: Find all cities or zips, and therefore
subscribers, within 15 kilometers of a ZIP code. -- 6378.137 earth circumference
SELECT
city,
zip,
ROUND(6378.137 * ACOS(
CASE
WHEN (SIN(RADIANS((SELECT latitude FROM [ZipCode] where zip = 46254))) *
SIN(RADIANS(geo.Latitude))) + (COS(RADIANS((SELECT latitude FROM [ZipCode] where zip =
46254))) * COS(RADIANS(geo.Latitude)) * COS(RADIANS(geo.Longitude) - RADIANS((SELECT
longitude FROM [ZipCode] where zip = 46254)))) > 1 THEN 1
WHEN (SIN(RADIANS((SELECT latitude FROM [ZipCode] where zip = 46254))) *
SIN(RADIANS(geo.Latitude))) + (COS(RADIANS((SELECT latitude FROM [ZipCode] where zip =
46254))) * COS(RADIANS(geo.Latitude)) * COS(RADIANS(geo.Longitude) - RADIANS((SELECT
longitude FROM [ZipCode] where zip = 46254)))) < -1 THEN -1
ELSE (SIN(RADIANS((SELECT latitude FROM [ZipCode] where zip = 46254))) *
SIN(RADIANS(geo.Latitude))) + (COS(RADIANS((SELECT latitude FROM [ZipCode] where zip =
46254))) * COS(RADIANS(geo.Latitude)) * COS(RADIANS(geo.Longitude) - RADIANS((SELECT
longitude FROM [ZipCode] where zip = 46254))))
END),0) AS Distance
FROM
[ZipCode] AS geo
WHERE
ROUND(6378.137 * ACOS(
CASE
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SEE ALSO:
ASCII Characters
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Considerations
• If the file you are importing is encrypted or compressed, you can use a file transfer activity to prepare the file for import.
• Marketing Cloud Connect users can create an import activity to populate a data extension with object and report data from other
clouds via Synchronized Data Sources.
• You can specify the character encoding your imports use by contacting your Salesforce admin. The encoding you enable applies to
all imports in an account.
• Marketing Cloud assumes that the FTP server in the selected file transfer location reports time in UTC. UTC assumes no time zone
offset. If the remote FTP server is not utilizing UTC, adjust limits specified on the Properties page, including System buffer, during
activity setup to ensure the activity runs on the intended schedule.
• To access Salesforce Objects and Reports, navigate to Interactions in Email Studio.
SEE ALSO:
Marketing Cloud SFTP Guide
File Locations
Marketing Cloud Connect
Synchronized Data Sources
Property Detail
Name Provide a unique name.
Description Identify the activity so others using this account know what it is.
Customers cannot see the description.
External Key Provide a value you choose that uniquely identifies the activity.
Use this value to identify the activity when using the API.
Notification Settings Enter an email address to which the activity sends a notification
email including the reason for the error.
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4. Identify a file location, file naming pattern, and other details. When you select Enhanced FTP as file location, the FTP's current state
shows so you can confirm that the file you want to import is there. If the file isn't there, it must be dropped into the file location to
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begin the
. tm
ropi
Note: To access Salesforce Objects and Reports, navigate to Interactions in Email Studio.
Fail import if file is older... Use when files are dropped frequently into your FTP location
and you want to always import the most recent file.
Property Detail
File Location By default, this folder is your FTP account’s import folder. If you
can drop import files here, select Enhanced FTP, or choose a
file location that you configured via Admin.
File Naming Pattern Enter the name of the file to be imported. Type or configure
substitution strings to create a dynamic file naming pattern based
on date and timestamps.
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Property Detail
Date Format When importing dates, the date format used in the file must
match the format you select here.
Bad Data Behavior Skip bad or invalid data in the file so that data imported is in the
format you expect. This option is selected by default.
After setting your filename pattern, an example file name shows. Use the example file name to verify that the files you plan to import
match your file naming pattern. A confirmation message tells you whether a file in your file location matches the filename pattern
so you know if the import is likely to succeed or not.
5. Select a data extension or a subscriber list as a destination for data from the import.
Update Only Rows in the file whose Primary Key exists in the data extension
or subscriber list are updated. Rows whose Primary Key is not
found in the data extension or subscriber list are ignored.
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Overwrite (Data Extensions Only) Replace all rows in the data extension with data from the import
file.
Note: For data actions other than overwrite, the data extension must have at least one Primary Key column.
7. Select a method for how to import the data: by matching column headings, by adding or updating each column, or according to
the manual mapping you set here.
Map by Ordinal The first column in the subscriber list or data extension is updated
with the first column in the import file. This pattern continues
for each column in the import file until all columns have been
parsed.
• When importing into a subscriber list, column numbers must
start at zero.
• When importing into a data extension, column numbers
must start at one.
Map Manually Each column header in the import file is mapped according to
a sample file you find by clicking Browse. The activity uses this
pattern to import each time.
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SEE ALSO:
Marketing Cloud Connect
Synchronized Data Sources
Filename Patterns Reference
Considerations
Marketing Cloud assumes that the FTP Server in the selected File Transfer Location is reporting time in UTC (no time zone offset). If the
remote FTP server is not using UTC, adjust the specified hour limit to account for the variance. If the activity is used in an automation,
use system buffer.
Check out these other documentation pages for more information:
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SEE ALSO:
Marketing Cloud SFTP Guide
File Locations
Key Management
Filename Patterns Reference
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Checkbox Information
File Naming Pattern The name or naming pattern of the file. You can enter a static
name or you can include placeholders for the date. Use these
personalization strings for file naming.
• %%Year%%
• %%Month%%
• %%Day%%
• %%Hour%%
• %%Minute%%
• %%Second%%
Use local time zone setting Select if you want the activity to match the date and time
personalization strings to the same time zone of the activity
creator. The activity compares the values to the current CST time
by default. The timestamp for the resulting file isn’t updated, the
checkbox only adjusts the time-frame the File Transfer looks for.
Source File Location The location where the system can find the file.
2. Select unzip and decryption actions according to the storage method in the file.
Note: This activity outputs the unzipped, decrypted version of the target file to the import folder.
Note: Automation Studio examines the modified date of the file as reported by the FTP Server in the selected File Transfer
Location. If the difference between the modified date and the current system time is greater than the specified hours, the file
transfer activity errors.
4. Click Next.
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Important: This file transfer activity doesn’t support encrypted files larger than 2 GB. Reduce the file size or use an external
FTP site instead.
This string returns the name of the file placed in the FTP folder. Prefixes, suffixes, and file extensions are not allowed. The automation
engine doesn’t read file extensions, so any characters that follow the final dot [.] in a file name are excised.
%%FILENAME_FROM_TRIGGER_BASE%%
This string returns the name of the file without the final file extension. Prefixes, suffixes, and extension substitutions are allowed.
%%BASEFILENAME_FROM_TRIGGER%%
This string returns the name of the file without any file extensions. Prefixes, suffixes, and extension substitutions are allowed.
%%BASEFLIENAME_FROM_TRG
I GER%%_%%Month%%_%%Day%%t.xt Myfile.txt Myfile_02_18.txt
%%Month%%_%%Day%%_%%BASEFLIENAME_FROM_TRG
I GER%%t.xt Myfile.txt 02_18_Myfile.txt
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SEE ALSO:
Filename Patterns Reference
Script Activity
A Server-Side JavaScript activity contains your Server-Side JavaScript and executes that script when started, either on its own or as part
of an automation in Automation Studio. You provide the Server-Side JavaScript, a name, external key, and description to identify the
activity within the application interface and for API calls.
The Server-Side JavaScript activity includes Server-Side JavaScript scripts as part of a program that runs at a predetermined interval. Use
Server-Side JavaScript activities to host and run resources for landing pages. Order these scripts within an automation to run in any
sequence.
Note: The Marketing Cloud must enable this feature for your account. Contact your Marketing Cloud relationship manager for
more information.
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SEE ALSO:
Server-Side JavaScript Sample Code
Filter Activity
Apply the logic of a data filter you select to create a group or data extension in Automation Studio. Filtering subscribers or contacts
makes targeting specific subscribers or contacts based on their attributes and other conditions easier.
Note: The filter activity always overwrites existing rows in the data extension.
Considerations
• Data filters are created in Email Studio. Create the data filter you plan to use in the filter activity before configuring the activity.
• If you select a filter that is based on profile attributes, select the list to segment with the filter. Provide a name for the group that
contains the resulting segment.
• If you are filtering a data extension, a new data extension is created as a destination for filtered contact records. Select the data filter
and provide a name for the data extension where the resulting segment is added. Selecting a data extension to filter is not necessary;
selecting this data extension is required when creating a data filter.
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SEE ALSO:
Data Filters without Enhanced Subscriber Features in Marketing Cloud
Data Filters with Enhanced Subscriber Features in Marketing Cloud
Note: Before using a filter activity, create a data filter in Email Studio.
5. If your data filter is applied to profile attributes, select a source list created in Email Studio.
Note: If your data filter is applied to a data extension, selecting a source list is not necessary. The data extension selected
when configuring the data filter is the source.
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6. If your data filter is applied to profile attributes, name the group that is created when this filter activity runs and choose a group
folder to store it.
7. If your data filter is applied to a data extension, a new data extension is created as a destination for filtered contact records. Provide
a name, external key, and description of this data extension so you can identify it after the activity runs.
Note: Extract types must be provisioned for your account. Contact your Marketing Cloud representative for more information.
Note: As of May 25, 2018, email extracts that reference individual subscribers no longer include subscribers who were deleted
using the legacy Email Studio delete functionality.
Considerations
• A File Transfer Location must be configured and specified in Account Settings before using the data extract activity.
• Use the file transfer activity to place extracted data in a file location you choose. Data extract files are supplied in .zip format.
• When using the data extract activity in an automation, include the file transfer activity in a separate step. This action prevents the
file transfer activity from looking for the data extract file before the data extract is complete.
• The fields included in a data extract file vary according to the Extract Type you choose.
• You set Extract Range, or the period for which to extract tracking data. The Extract Range always ends at the time the data extract
activity starts.
• Not all extract types use a date range.
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• When selecting the Extract Multiple Data Extension List Data option using the standard tracking extract, run the extract at the
Enterprise level.
• When you select the "Include" option for a data extract, one of the compressed files the activity produces contains the data you
included.
• Click and open tracking data is rounded to the nearest second.
• To ensure that the file transfer activity can find your data extract file, don’t use %%Minute%% or %%Second%% variables in the file
name pattern.
Note: When setting time zone for a tracking extract output file, select Use Local TZ in Query. When this option isn’t selected,
the output file defaults to Central Standard Time and doesn’t observe Daylight Savings Time. This option isn’t available for data
extension extracts.
Example: If you create an extract that includes "Extract Clicks," then select "Include Unique Clicks," the unique clicks data appears
in the Clicks file. The activity doesn’t produce a separate file labeled "Unique Clicks."
Example: If you choose an extract range of seven days, the activity extracts tracking information for the last seven days up to the
minute the activity runs.
Note: Ensure that the file name patterns match in the Data Extract Activity and the File Transfer Activity. To make sure the
file names match, don’t use %%Minute%% or %%Second%% variables in the file name pattern.
a. Use when you’ve set up a workflow to drop a file whose auto-generated filename matches a pattern into the file location.
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b. Enter a static name or include placeholders for the date, keeping in mind that they’re case-sensitive. If a filename includes
personalization strings that are capitalized, capitalize them in the file naming pattern.
c. Include a .zip extension for tracking extract and .csv to a data extension extract.
5. To determine the web analytics tools used to interpret the extracted file, select an extract type. The value you select determines the
data you can include in the file.
Note: Extract types must be provisioned for your account. Contact your Salesforce Marketing Cloud representative for more
information.
6. To determine the date range for information to include in the extract file, select an extract range. Choose 1 day, 7 days, or 30 days.
7. Select a type of file encoding to use.
8. Configure the extract by choosing the fields that appear in the data extract file.
a. Select a field name to include it in the data extract file.
b. If the data extract you choose includes the columnDelimiter field, insert the character you wish to use as a delimiter within the
data extract.
c. Valid choices include the following characters:
• ,
• tab
• |
Note: When setting time zone for a tracking extract output file, select Use Local TZ in Query. When this option isn’t
selected, the output file defaults to Central Standard Time and doesn’t observe Daylight Savings Time. This option isn’t
available for data extension extracts.
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4. Enter the accounts for which you want to include the Attributes file if ExtractAttributes is enabled for your account.
• A blank field returns no attributes.
• A comma-delimited list of attribute names returns attribute files for those accounts. If the attribute does not exist for an account
or subaccount, this action returns no attributes.
5. Enter an email send definition external key to filter data from a specific send.
6. Select the outputs to include.
• Attributes
• Bounces
• ClickImpressions
• Clicks
• Conversions
• ListMembershipChanges
• Lists
• NotSent
• Opens
• SendJobImpressions
• SendJobs
• Sent
• SentImpression
• StatusChanges
• Subscribers
• SurveyResponses
• Unsubs
8. Enter the format in which you want the tracking extract to be created.
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• CSV returns a comma-delimited file. The tracking extract defaults to this value.
• Tab returns a tab-delimited file.
• XML returns an XML file where supported.
Note: Do not use .txt to indicate a tab-delimited file. Although .txt is the file extension for a tab-delimited file, entering txt as
the format can cause errors.
10. Select IncludeAllSubscribers to include all subscribers in the tracking extract’s Subscribers file.
To include only subscribers with activity corresponding to the events included in the extract, do not select IncludeAllSubscribers.
11. Select IncludeInferredOpens to include inferred opens, which are clicks in an email without a recorded open.
To include only opens where the email was clicked and rendered, do not select IncludeInferredOpens.
12. Select Include User Agent Information to include user agent data related to the open or click, such as operating system, email
client, browser, or device.
13. Select QuoteText to surround text with double quotation marks.
This process replaces existing double quotes in the tracking extract by two single quotation marks.
16. Select UnicodeOutput to save the extract in UTF-16 format instead of ASCII.
17. Save the activity.
Start the activity.
Extract Types
Refer to the topic that corresponds with the extract type you are using.
Convert XML
This data extract type converts XML files to delimited files for import into data extensions or lists. Use this extract for simple XML files
only, as files with subnodes on attributes require a different process. Contact your Marketing Cloud account representative for
additional information.
Data Extension Extract in Automation Studio
This Marketing Cloud Automation Studio data extract type extracts information from a data extension and places it in a delimited
file.
GlobalUnsubImport
Use this data extract to import data into the global unsubscribe list for an Enterprise 1.0 account. Only Enterprise 1.0 accounts with
the GlobalUnsub feature can use this data extract.
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Convert XML
This data extract type converts XML files to delimited files for import into data extensions or lists. Use this extract for simple XML files
only, as files with subnodes on attributes require a different process. Contact your Marketing Cloud account representative for additional
information.
The Convert XML data extract requires this information:
• Name - name of the data extract
• External Key - optional value used to identify the extract in API calls
• Description - optional description for the extract
• File Naming Pattern - Name of the zipped file created by the extract process. You can include these wildcard specifiers:
– %%Year%%
– %%Month%%
– %%Day%%
• CreateColumnHeaders checkbox - This checkbox indicates whether the XML file used in the conversion contains information used
to create column headers. If the XML file does contain this information, you can map the resulting delimited file for import by column
heading. If the XML file does not contain header information, map the delimited file by ordinal when you import the data.
• FileFormat - indicates the file type for the exported file:
– csv - indicates a comma-delimited file
– tab- indicates a tab-delimited file
– Any other value in this field defaults to tab
• InputFileName - the XML file for the activity to convert. This activity requires files on your FTP server. The activity creates the output
file in the same location on the FTP server.
• QuoteCharacter - defines the quote character used by the system to determine to differentiate attributes in the XML file from the
element names
• The last field contains the name of the element for which the converting process creates a row.
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Example: This example XML file would use /subscribers/subscriber as the element for which to creates a row, since that element
indicates when a new record starts:
<subscribers>
<subscriber>
<first_name>Lee</first_name>
<last_name>Billings</last_name>
<email>[email protected]</email>
</subscriber>
<subscriber>
<first_name>Kris</first_name>
<last_name>Rogers</last_name>
<email>[email protected]</email>
</subscriber>
</subscribers>
Note: Using a standard data extension extract doesn't guarantee that the extracted rows are in the same order they were inserted.
To enforce a specific order, create a custom extract.
The Data Extension extract type requires this information in the fields section:
• The character you want to use to delimit each column. Marketing Cloud defaults to a comma, but you can enter tab for a tab-delimited
file or | for a pipe-delimited file.
• The data extension's external key in the DECustomerKey field
• HasColumnHeaders determines whether the extract file includes column headers
• TextQualified determines whether text within the data extension appears within double quotation marks
• UsesLineFeed determines whether a new line is generated based on the field selected in the data extension
Create a file transfer activity and select Move a File From Safehouse as the File Action. Add the name of the file from the data extension
data extract in the File Naming Pattern field to move the extract to another file location.
Note: Make sure to use the same file naming pattern for the file transfer activity that you use when setting up the data extension
extract using the data extract activity.
Save both the data extract and the file transfer activity. Then, create an automation that includes the data extract as the first step with
the file transfer activity next. You can run the automation one time or set it to run at scheduled times. Use third-party FTP software to
move the file from your chosen file location to your computer.
GlobalUnsubImport
Use this data extract to import data into the global unsubscribe list for an Enterprise 1.0 account. Only Enterprise 1.0 accounts with the
GlobalUnsub feature can use this data extract.
Provision the GlobalUnsubImport extract in the Enterprise parent account.
This data extract includes two options:
• GlobalUnsubCategory - Select the name of the global unsub category to use for email addresses added via the import. If the provided
category does not exist, the process creates it.
• InputFileName - Provide the name of the file containing the email addresses.
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Review the GlobalUnsub table in the customer database to validate the extract added the email addresses to the list.
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Duplicates SendPartnerKey
MissingAddresses RltdObjectID
InvalidAddresses MemberID
PartnerKey PreviewURL
EmailID LastAction
EventDate
Status
StatusID
OrigJobStatusID
OrigJobStatus
PreviewURL
Configure the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract
Task information for configuring the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract
Import the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract into Your Dynamics CRM Instance
Task information for importing the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract into your Dynamics CRM
Instance.
Configure the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract
Task information for configuring the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract
1. Specify the range of time to include in the data extension extract:
• Rolling Range - Select Rolling Range and set the dropdown menu to 1, 7, 30, 60, or 90 days, depending on the time range to
include every time you run the data extension extract.
• Specific Range - Select Specific Range and enter the start and end dates in the calendar fields. Select up to 30 days in your
range.
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Once you save the data extract and the file transfer activity, create an automation that includes the data extract as the first step and the
file transfer activity as the second step. You can run the automation once or set it to run at scheduled times. Use third-party FTP software
to move the file from your chosen file location to your computer.
Import the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract into Your Dynamics CRM Instance
Task information for importing the Marketing Cloud for Microsoft Dynamics CRM Tracking Data Extract into your Dynamics CRM Instance.
1. On the Dynamics CRM server, click Start.
2. Select All Programs.
3. Select ExactTarget.
4. Select ExactTarget Configuration Editor.
5. Click Data Extract Import.
6. Select Enabled. Enter the data extract file name in the File Naming Pattern field.
7. Select your chosen schedule for the import.
8. Select FTP in the Extract Source field.
9. Enter the location where the file is saved on your server.
10. Enter the FTP server where the data extract file resides.
11. Enter import/.
12. Enter your FTP username.
13. Enter your FTP password.
14. Click Import.
Tracking Extract
Tracking extracts provide granular tracking data for import from Email Studio into external systems. Use tracking extracts to export
granular data regarding several different aspects of email send jobs, such as clicks, bounces, and survey data, from Marketing Cloud.
Then, import that information into an automation or system.
Tracking extracts retrieve data before sends execute. The data includes information on any subscriber listed as undeliverable or excluded
by List Detective. You can also schedule tracking extracts via an automation. Tracking extracts also include column heading information.
Use a .zip file extension for the output file when creating a data extract. The application returns tracking extract data in a zip file. The size
of that file can vary depending on the amount of activity, the accounts involved, and the types of data requested. The output file's suffix
must match.
Name Description
SendID Marketing Cloud identifier for the associated send. Found in
Tracking as JobID.
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• Sent
• Subscribers
– SubscriberID
• StatusChange
Event Tables
• Soft Keys
– ClientID
– SendID
– SubscriberKey
– EventDate
– BatchID
• Bounces
• Clicks
• Conversions
• Opens
• Surveys
• Unsubs
Note: Event tables sometimes include duplicate rows due to differences in time by seconds or larger.
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Note: You must have the Tracking Extract feature provisioned for your account. Contact your Marketing Cloud representative for
more information.
Field Description
Rolling Range or Specific Range Range of time to include in the tracking extract. All ranges are from
12 AM to 12 AM.
• For a Rolling Range, set the dropdown to 1, 7, 30, 60, or 90
days, to include every time you run the data extension extract.
• For a Specific Range, enter the start and end dates in the
calendar fields under the radio button. Select up to 30 days in
your range.
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Field Description
AccountIDs Accounts used to extract tracking information.
• A blank field extracts information from the account running
the extract.
• An asterisk extracts information from all accounts and
subaccounts in an Enterprise account.
• A comma-delimited list of account ID numbers extracts
information from only those accounts inside an Enterprise
account.
Attributes Accounts for which you want to include the Attributes file. This
section is only available if ExtractAttributes is enabled for your
account.
• A blank field returns no attributes.
• A comma-delimited list of attribute names returns attribute
files for those accounts. If the attribute doesn’t exist for an
account or subaccount, this action returns no attributes.
EmailSendDefinitionExternalKey Email send definition external key to filter data from a specific send.
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Field Description
IncludeAllListMembers Includes all list members in the tracking extract. Leave this box
unchecked to include only list members with activity during the
specified time.
IncludeAllSubscribers Includes all subscribers in the Subscribers file of the tracking extract.
Leave this box unchecked to include only subscribers with activity
corresponding to the events you select to include in the extract.
IncludeInferredOpens Includes all inferred opens, or email clicks without a recorded open.
Leave this box unchecked to include only specific opens where
the email was clicked and rendered.
Include User Agent Information Includes user agent data related to the open or click, such as
operating system, email client, browser, or device.
QuoteText Surrounds all text with double quotation marks. This process
replaces existing double quotes in the tracking extract by two
single quotation marks. To use a text qualifier, select this option
and enter the text qualifier.
TextQualifier Select Quote Text to enable use of a text qualifier. Enter a character
to use as a text qualifier. This value defaults to a double quotation
mark.
SEE ALSO:
Create an Audit Trail Data Extract Activity
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• IncludeCampaignID
Opens
• ExtractOpens
• IncludeUniqueOpens
• IncludeInferredOpens
• IncludeGEO
• IncludeUserAgentInformation
Clicks
• ExtractClicks
• ExtractClickImpressions
• IncludeUniqueClicks
• IncludeUniqueForURLClicks
Bounces
• ExtractBounces
Unsubscribes
• ExtractUnsubs
• IncludeUnsubReason
• ExtractSpamComplaints
Lists and Data Extensions
• extractListMembershipChanges
• extractLists
• IncludeAllListMembers
• ExtractMultipleDataExtensionListData
Conversions and Surveys
• ExtractConversions
• ExtractSurveyResponses
If you extract the data via API, you can specify whatever date range you need -- outside of the bounds of the interface. Generally, 6
months of engagement data is available for retrieval.
Attributes
The attributes tracking extract output file contains the attributes associated with subscribers in an account.
Bounces
The bounce event extract file shows all the hard and soft bounces occurring within a specified date range. The events in this report
relate to all sends for subscribers on a list or related to a particular send.
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ClickImpression
The click event extract file shows all the instances of a clicked link in an email occurring within the specified date range. The file also
includes the impression region name associated with the click event. The events in this report can relate to all sends for subscribers
on a list or related to a particular send.
Clicks
The click event extract file shows all instances of a clicked link in an email occurring within the specified date range. The events in
this report relate to all sends for subscribers on a list or related to a particular send.
Conversions
The conversions file contains a row for each conversion event associated with a subscriber related to an email send job.
ListMembershipChanges
The ListMembershipChanges file includes rows that contain information on the subscriber, list, and status data change for every
event.
Lists
The lists file contains rows including name, description, and other information for a unique list.
NotSent
This list contains information on send jobs and messages that didn’t send.
Opens
An Open event extract file shows open instances of an HTML email during the date range. The open events relate to all sends for
subscribers on a list or to a particular send.
SendImpression
The SendImpression event extract file shows instances of an email send occurring during a specified date range. The file also includes
the impression region name associated with the click event. The send events relate to all sends for subscribers on a list or to a
particular send.
SendJobImpression
The SendJobImpression file represents all impression tracking information from sends with activity logged against them for the
timeframe of the extract. This list reflects only jobs that already processed. Sends scheduled for the future do not appear in this list.
SendJobs
The SendJobs file represents all sends with activity logged against them for the timeframe of the extract. This list reflects only jobs
that already processed. Sends scheduled for the future do not appear in this list.
Sent
The Sent event extract file shows instances of an email send occurring during a specified date range. The send events relate to all
sends for subscribers on a list or to a particular send.
Spam Complaints
The Extract Spam Complaints extract file shows subscriber, list, and domain data, including sendID and date, for subscribers who
received an email and reported it as spam.
StatusChanges
The StatusChanges file shows instances of change in a subscriber's status.
Subscribers
The Subscribers file contains subscribers with a tracking event occurring during a specified data range.
Surveys
The Surveys file contains information on responses to surveys included in email sends.
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Unsubs
The Unsubs file includes information on unsubscriptions that occurred during a specified data range. The unsubscribe events can
be related to all sends for subscribers on a list or to a particular send.
Attributes
The attributes tracking extract output file contains the attributes associated with subscribers in an account.
This extract only outputs data for subscribers who received one of these events over the specified time:
• Bounce
• Click
• FTAF
• Open
• Send
• Survey
• Unsubscribe
For Enterprise and Enterprise 2.0 accounts, not all attributes specified in the Attributes extract property exist in a child account. In this
case, the attribute value is left blank in the file.
Output Types
• CVS
• TAB
Columns
This file can include more columns depending on the attribute set specified in the Attributes extract property.
Table 4: Attributes
Name Description Possible Values Data Type Character Length
ClientID The system account -2^63 Numeric Maximum length - big
identifier associated with (-9,223,372,036,854,775,808) integer
attribute set to 2^63-1
(9,223,372,036,854,775,807)
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Bounces
The bounce event extract file shows all the hard and soft bounces occurring within a specified date range. The events in this report relate
to all sends for subscribers on a list or related to a particular send.
Output Types
• CVS
• TAB
• XML
Columns
Table 5: Attributes
Name Description Possible Values Data Type Character Length
ClientID The system account -2^63 Numeric Maximum length - big
identifier associated with (-9,223,372,036,854,775,808) integer
attribute set to 2^63-1
(9,223,372,036,854,775,807)
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• Hard bounce
• Soft bounce
• Unknown bounce
• Technical or other
bounce
BounceReason Detailed reason for See Bounce Reason Table String 8000
bounce provided by
external ISP or MTA
Bounce Reason
Data Format Error Email is rejected due to formatting or line length errors
High Unknown Address Pct. Email is blocked due to the high quantity or percentage of
unknown or inactive addresses on your list
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BounceSubcategoryText BounceSubcategoryDescription
Inactive Account Address is temporarily unavailable
Server Too Busy Receiving email server is temporarily overwhelmed with delivery
attempts, from you and other senders
Spamblocked The remote mail server rejected this message due to characteristics
of spam
ClickImpression
The click event extract file shows all the instances of a clicked link in an email occurring within the specified date range. The file also
includes the impression region name associated with the click event. The events in this report can relate to all sends for subscribers on
a list or related to a particular send.
Output Types
• CVS
• TAB
• XML
Columns
Table 7: ClickImpression
Name Description Possible Values Data Type Character Length
ClientID The system account -2^63 Numeric Maximum length - big
identifier associated with (-9,223,372,036,854,775,808) integer
attribute set to 2^63-1
(9,223,372,036,854,775,807)
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
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Clicks
The click event extract file shows all instances of a clicked link in an email occurring within the specified date range. The events in this
report relate to all sends for subscribers on a list or related to a particular send.
Output Types
• CSV
• TAB
• XML
Columns
Table 8: Clicks
Name Description Possible Values Data Type Character Length
ClientID The system account -2^63 Numeric Maximum length - big
identifier associated with (-9,223,372,036,854,775,808) integer
attribute set to 2^63-1
(9,223,372,036,854,775,807)
ListID Identifier for the list the Number Maximum length - big
job sent to integer
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Conversions
The conversions file contains a row for each conversion event associated with a subscriber related to an email send job.
Output Types
• CSV
• TAB
Columns
Table 9: Conversions
Name Description Possible Values Data Type Character Length
ClientID The system account -2^63 Numeric Maximum length - big
identifier associated with (-9,223,372,036,854,775,808) integer
attribute set to 2^63-1
(9,223,372,036,854,775,807)
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ListMembershipChanges
The ListMembershipChanges file includes rows that contain information on the subscriber, list, and status data change for every event.
Output Types
• CSV
• TAB
Columns
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ListID Identifier for the list the Numeric Maximum length - big
job sent to integer
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Lists
The lists file contains rows including name, description, and other information for a unique list.
Output Types
• CSV
• TAB
Columns
ListID Identifier for list the job Numeric Maximum length - big
sent to integer
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NotSent
This list contains information on send jobs and messages that didn’t send.
Output Types
• CSV
• TAB
Columns
ListID Identifier for the list the Number Maximum length - large
job sent to integer
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Opens
An Open event extract file shows open instances of an HTML email during the date range. The open events relate to all sends for
subscribers on a list or to a particular send.
Output Types
• CSV
• TAB
• XML
Columns
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
SendImpression
The SendImpression event extract file shows instances of an email send occurring during a specified date range. The file also includes
the impression region name associated with the click event. The send events relate to all sends for subscribers on a list or to a particular
send.
Output Types
• CSV
• TAB
• XML
Columns
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
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SendJobImpression
The SendJobImpression file represents all impression tracking information from sends with activity logged against them for the timeframe
of the extract. This list reflects only jobs that already processed. Sends scheduled for the future do not appear in this list.
Output Types
• CSV
• TAB
Columns
SendJobs
The SendJobs file represents all sends with activity logged against them for the timeframe of the extract. This list reflects only jobs that
already processed. Sends scheduled for the future do not appear in this list.
Once the tracking extract process creates a SendJobs table, the only column value that can change is JobStatus. All other data associated
with the job is static. JobStatus only changes if the send processes during the extract and completes at a later date.
Output Types
• CSV
• TAB
Columns
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Subject Subject line of email String 200, but can exceed this
associated with the send value depending on
selected extract options
• Sending
• Completed
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• Stopped
• Canceled
• Error
• Deleted
• PostSendCallout
• New
Sent
The Sent event extract file shows instances of an email send occurring during a specified date range. The send events relate to all sends
for subscribers on a list or to a particular send.
Output Types
• CSV
• TAB
• XML
Columns
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
Spam Complaints
The Extract Spam Complaints extract file shows subscriber, list, and domain data, including sendID and date, for subscribers who received
an email and reported it as spam.
Output Types
• .csv
• .txt
• .xml
Columns
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
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StatusChanges
The StatusChanges file shows instances of change in a subscriber's status.
Output Types
• CSV
• TAB
Columns
• Held
• Unsub
• Deleted
• Held
• Unsub
• Deleted
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Subscribers
The Subscribers file contains subscribers with a tracking event occurring during a specified data range.
Output Types
• CSV
• TAB
Columns
• Bounced: Message
attempts have
bounced but the
subscriber does not
qualify as held.
• Undeliverable: Three
or more sequential
message attempts
have bounced and
the first and last
sequential bounces
were more than 14
days apart.
• Unsub: Subscriber
has unsubscribed
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Surveys
The Surveys file contains information on responses to surveys included in email sends.
Output Types
• CSV
• TAB
Columns
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Unsubs
The Unsubs file includes information on unsubscriptions that occurred during a specified data range. The unsubscribe events can be
related to all sends for subscribers on a list or to a particular send.
Output Types
• CSV
• TAB
Columns
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ListID Identifier for the list the Number Maximum length - big
job sent to integer
3. In the Configuration section, enter the Archive Folder location in this format: \Export\Archive\.
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6. Enter the filepath on the FTP site for the file to compress in the Import Folder field in this format: \Export\. This filepath can't be
the same as the Archive Folder filepath.
7. Enter the filepath on the FTP site for the resulting zip file in the Output Folder field. This filepath can't be the same as the Archive
Folder filepath or the Import Folder filepath.
8. Save your changes.
SEE ALSO:
Extract Outputs Reference
Create a Data Extract File
Note: Extract types must be provisioned for your account. Contact your Marketing Cloud representative for more information.
Data extracts with Include options selected provide that data within one of the compressed files produced by the activity. For example,
if you create an extract that includes Extract Clicks, then select Include Unique Clicks, the unique clicks data appears in the Clicks file
produced by the process. The activity does not produce a separate file labeled Unique Clicks.
Note: Each extract output type produces a single file within the zipped file. Each data extract labeled Include appears within an
extract file within the zipped file.
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ExtractListMembershipChanges Includes rows that contain information on the subscriber, list, and
status data change for every event.
ExtractNotSent Contains information on send jobs and messages that were not
sent.
Extract SendJobs Shows all sends that have activity logged against them for the
extract timeframe. Only jobs that have already processed are
included. Sends scheduled for the future do not appear in this list.
Extract Sent Shows instances of an email being sent occurring during a specified
date range. The send events in this report can relate to all sends
for subscribers on a list, or to a particular send.
Extract SentImpression Shows instances of an email being sent occurring during a specified
date range. The file also includes the impression region name
associated with the click event. The send events in this report can
relate to all sends for subscribers on a list, or to a particular send.
Extract Spam Complaints Shows subscriber, list, and domain data, including sendID and date,
for subscribers who received an email and report it as spam.
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These tracking extract options are available in addition to each tracking extract's output. Data extracts with Include options selected
provide that data within one of the compressed files produced by the activity.
Include Unique Clicks Includes a count of the first time a single subscriber clicks any link
in an email. If the same subscriber returns to the email and clicks
again, that does not count as a unique click. Include Unique Clicks
measures how many people clicked within the email as opposed
to how many total clicks occurred.
Include Unique Opens Includes a count of the first time a single subscriber opens an email,
measuring how many unique subscribers opened the email.
Include User Agent Information Include user agent data related to the open or click to see, for
example, Operating System, Email Client, Browser, or Device
information.
Include All List Members Include all list members in the tracking extract. If unselected, the
extract only includes list members with activity during the specified
time.
Include Campaign ID Include the Campaign ID of the campaign each subscriber is part
of.
Include Inferred Opens Include all inferred opens, or clicks an email without a recorded
open. If unselected, the extract only includes specific opens where
the email was clicked and rendered.
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Include Unsub Reason Include the user-specified Unsubscribe Reason, including custom
Unsubscribe Reasons if applicable.
Quote Text Surround all text with double quotation marks. This parameter
replaces existing double quotes in the tracking extract with two
single quotation marks.
Use Local TZ in Query Show timestamps in the output file in the local timezone.
Note: Record the file naming pattern because it’s required for the File Transfer activity configuration.
• Select the Extract Type. Choose either Audit Trail Activity Log or Audit Trail Access Log.
Note: Contact your Salesforce Marketing Cloud representative enable these extracts.
• Click Next
Important: If you select 90 days from the dropdown, the extract is limited to the range of your edition.
6. Review the activity Summary and click Finish when done or Back to edit.
7. To create the other audit trail extract, repeat this task.
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SEE ALSO:
Security Action Audit Log
Note: Timezone settings for extract dates reflect the setting specified when the extract is created.
Column Description
CreatedDate Date and time of the security action.
EID The Enterprise ID that represents the top-level account or business unit ID.
MID The Member ID that represents the account or business unit ID.
ObjectTypeName The name of the Marketing Cloud object associated with the ObjectTypeID.
OperationID The ID of the Marketing Cloud operation being performed against the Marketing Cloud
object.
OperationName The name of the Marketing Cloud operation being performed against the Marketing Cloud
object associated with the OperationID.
ObjectID The specific ID of the object that is the subject of the security action.
ObjectName The name of the object that is the subject of the security action associated with the ObjectID.
Column Description
User
UserName
AccessDate
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Column Description
FromIP
SecurityEventType
LoginStatusName
Session ID The session ID associated with the access event, represented by a unique GUID. This column
is only available to Advanced Audit Trail users.
UserAgent The session ID associated with the access event, represented by a unique GUID. This column
is only available to Advanced Audit Trail users.
Event Source The source of the access event. This column is only available to Advanced Audit Trail users.
Important: Apparent
duplicates can be
caused by logins from
different machines (not
surfaced in the report)
or the formatting in the
CSV document is
truncating milliseconds.
8 Logout
3 Password Changed
4 Administrator Access Support person has impersonated into the user account.
6 Redirect For users provisioned with IMH Redirect flow, the user is redirected to CAS
pages and they try to log in from Members.
10 Request Token
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20 Logout
0 AccountDisabled
1 Failed
2 MustChangePassword
5 UserAccountDisabled
6 InMaintenance
7 UsernamePasswordLock
8 SecurityQuestionAnswerLock
9 BusinessUnitDisabled
11 AccountLocked
12 FailedNotOnWhitelist
15 FailedDeviceNotActivateNeedMobile The login failed because the user's device isn’t activated as required by the
account's security settings, and a mobile number is required for SMS verification.
16 FailedSsoOnlyLogin
17 SecurityActivationCodeLock The user has been locked out from using their username or password, security
question or answer, and activation code.
19 InvalidCasApplication
SEE ALSO:
Security Action Audit Log
Verification Activity
Avoid unintended outcomes by verifying the data used in an Automation Studio automation.
Use the Verification activity to avoid unintended automation outcomes. The activity lets you select a target data extension in your
automation and evaluate the target data extension for conditions you set.
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When the activity detects the conditions you set are met, the activity can stop the automation or send you an email notification or both,
depending on the actions you define. If you choose to receive a notification when the conditions are met, you can opt to include a note
in the email to provide more context for investigation or troubleshooting.
Hover over the Verification activity icon in the automation's Run Log to view the latest run's results. These results give greater confidence
that data used in subsequent activities in the automation is what you intend.
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Considerations
• The Verification activity can only be used in an automation and cannot be reused across multiple automations. Configuring the
activity outside an automation is not supported.
• You can add multiple Verification activities in a single step. However, Verification activities cannot be placed in the same step as any
other type of activity.
• The activity shows target data extensions of activities in the automation first by default, but you can use the activity to find and verify
any data extension.
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Note: You can add more than one verification activity in a single step, but not in the same step as any other type of activity.
2. Click Configure.
3. Select the target data extension to verify. Data extensions populated by activities in the automation appear by default.
a. To select from a larger set, choose All.
Tip: If you do not see the data extension that you expect, save the automation and retry.
4. Click Next.
5. Set the conditions that the verification activity monitors.
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6. Choose the action the automation takes when the target data extension meets the conditions you set.
a. To receive an email when verification conditions are met, specify the email addresses that receive the notification.
b. If necessary, add a note to explain the condition that was met, or any other information you want to include in the notification
to aid in troubleshooting.
Note: Without permission to see a Contact you can't add or remove a mapping to or from the Contact.
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Note: Continue updating the mappings for new contacts after the initial mapping to keep the information updated in Customer
Data Platform.
To configure the activity you need:
• The list of contacts to map, located in your data extension. Map Contacts using the Contact Key. Only your Contact Key and Business
Unit columns are used by the activity.
• The target Business Unit to map the contacts. You can't configure the Business Unit in the activity. The Business Unit you're signed
into is the Business Unit used.
Note: Contacts can be mapped to more than one Business Unit but the activity can only map a list of Contacts to a single Business
Unit. If you must map a list of Contacts with multiple Business Units, you must sign in to each Business Unit, create a mapping
definition, and run the activity for each Business Unit to map.
You can choose to add and remove the activity. Select add to map Contacts to the target Business Unit. In the source data extension,
the activity skips Contact Keys that don’t match with Contacts in Messaging and Journeys.
Select remove to remove the mapping for a list of Contacts from a Business Unit. When a Contact is mapped to more than one Business
Unit, the Contact is removed from the target Business Unit. When you create the activity, choose to schedule the run as a one-time run
or recurrent depending on how often you ingest new Contacts.
Note: The Contact Key identifies the Contact in the source file. You can only select fields in the source file that are Contact Keys.
Note: The total number of filter activities and query activities to execute simultaneously in a Marketing Cloud account is limited
to 40. Any activities beyond this limit aren’t processed until there are fewer than 40 activities of this type executing.
Send Email Choose and configure an email message to send on its own or in
sequence according to a schedule. Configuring the Send Email
Activity creates a Send Definition that can be used in other
automations.
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File Transfer Unzips or decrypts a file found in the Marketing Cloud's Enhanced
FTP directory or to securely transfer files from the Marketing Cloud's
secure file transfer location (Safehouse) to an FTP location.
Data Extract Creates a file to use outside of the application. This activity can also
be used to transform an XML file to a comma-delimited,
tab-delimited, or pipe-delimited file for import into your account.
Report Definition Defines the parameters for running a report one time to be used
every time the report is run using the activity. Create a report
activity to run any available standard report in the application or
custom reports in your account.
Refresh Mobile Filtered List Ensures that your Contact lists are up to date according to the filters
used to create the list.
Contacts to Business Unit mapping Map existing Contacts to selected Business Units to maintain Brand
and GEO boundaries while activating segments in Customer Data
Platform. Continue updating the mapping for new Contacts
introduced in Journeys after the initial mapping to keep the
information updated in Customer Data Platform.
More Activities
More provisioning is required to access these activities. Contact your Marketing Cloud representative for more information.
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Journey Entry: Audience Added to automations that populate audiences in Journey Builder.
When a journey uses an audience as its entry source, this activity
is added to the automation that updates the audience. Access a
direct link to the journey populated by this activity by clicking the
activity name.
Send Salesforce Email Initiates a send from a Sales or Service Cloud account.
Note: Automation Studio audiences are evaluated and processed for entry according to the schedule of the source automation,
which is set in Automation Studio. When the Journey Entry: Audience activity is included in an automation, contacts enter the
journey according to the schedule set in that automation.
Note: Organizations that use Marketing Cloud Connect can access the Send Salesforce Email Activity. Contact your Marketing
Cloud representative for more information.
SEE ALSO:
Use MobileConnect with Automation Studio
MobilePush and Automation Studio
Data Extension Extract in Automation Studio
Configure Interactions in Automation Studio
Wait Activity
Wait activities in Automation Studio cause an automation to wait for a specific duration or until a specific time before performing the
next step. You can include one or multiple wait activities in a single automation.
Note: An automation must finish its run completely before subsequent runs begin. When an automation is in the middle of a
wait activity at the time when the next scheduled or file drop run occurs, Automation Studio skips that run.
Scheduling Considerations
If your schedule creates overlapping times due to wait activities, those scheduled runs are skipped and represented in the Activity tab.
• Scheduled runs that are skipped due to overlap are logged as errors and shown under Health.
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Marketing Cloud Journeys and Automations Automation Studio Activities
• Runs skipped due to running wait activities are shown in the Run Log.
• All wait activities included in an automation are shown to the left in the Wait Activities sidebar under the Schedule Summary.
•
To change the duration or time for an activity on the timeline, click .
• To update a wait activity from the Overview page, click Edit.
Tip: You can set an automation to do both—to wait for a specified duration, but to not start before a specified time. Add a
wait activity for the duration and save it. Then, in the next column, add a wait activity for the specified time.
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Marketing Cloud Journeys and Automations Automation Studio Activities
Note: Before you use the Einstein Send Time Optimization for a Send Email activity for the first time, the information must be
optimized. Optimization can take up to 72 hours. You perform this optimization only one time.
Use the Einstein Send Time Optimization Dashboard to view the optimally predicted send times for your contacts.
1
1
Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.
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Marketing Cloud Journeys and Automations Pause an Automation
You choose the most meaningful segments for your activities. Choosing all segments prevents EEF from providing effective results. The
segment types are saturated, on target, undersaturated, and almost saturated. Almost-saturated subscribers are three messages away
from being saturated.
• Engagement frequency metrics are derived from the past 28 days’ of data.
• Only commercial emails are analyzed. Transactional and test sends aren’t included.
• The audience in your business unit must receive at least five variants of your email messaging over a 28-day period. A variant is
defined as an email sending pattern, sending email to subscribers in at least five different intervals.
Example: You’re ready to send a promotion inviting customers to browse new seasonal merchandise. You select all saturation
levels, except saturated. When you send a bulk email, EEF excludes all saturated contacts so that the right customers receive the
email. This exclusion helps prevent the saturated contacts from getting message fatigue and unsubscribing.
Example: You have daily promotions for limited time offers. To maximize engagement, you decide to send emails twice daily.
You schedule an email to be sent in the morning to undersaturated, on-target, and almost-saturated contacts. You send a second
email in the evening only to undersaturated contacts because they’ve received less that their optimal number of messages.
2
Pause an Automation
Stop an automation's schedule temporarily in Automation Studio. This action only pauses the automation's schedule for future scheduled
runs. An automation that is running when you click Pause continues to run even if the schedule is paused.
1. After opening the automation record, click Paused in the Schedule Summary column.
2
Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.
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Marketing Cloud Journeys and Automations Pause an Automation
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Marketing Cloud Journeys and Automations Skip an Automation
Note: To cancel this action and keep the automation active, click Cancel.
Skip an Automation
Indicate in Automation Studio that an automation's next run will not occur without stopping the automation's schedule.
In an automation's Schedule tab, the Schedule Summary pane appears.
1. To skip an automation's next run without stopping the automation's schedule, click Skip Next Occurrence.
2. A confirmation message displays to verify that the automation's next run will not occur.
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Marketing Cloud Journeys and Automations Stop a Running Automation
Copy an Automation
Create an exact copy of an automation to extend or modify it in Automation Studio.
Copying an automation doesn’t create activities to be edited. The activities are referenced to the original automation. Editing the activities
in the copied automation also edits the activities from the original automation. After the new automation is copied, use the replace
option for each activity and include new activity created.
1.
Click .
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Marketing Cloud Journeys and Automations Delete an Automation
Delete an Automation
Remove unneeded automations from Overview or the automation page in Automation Studio.
Delete an automation from the individual automation's page.
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Marketing Cloud Journeys and Automations Automation Studio Errors
1.
Click .
A message appears to confirm the deletion.
2. Click Delete.
Query failed during execution. Error: The Query Source doesn’t have a Primary Add a primary key field in the source or
Violation of PRIMARY KEY constraint. Can’t Key, but the Destination does. Thus, the remove the primary key from the
insert duplicate key in object '{{DE name}}'. query results in a duplicate record. destination.
The duplicate key value is (123456789).
Query failed: Timeout Query took too long to resolve. • If this timeout error doesn’t typically
occur, retry the activity or automation
it's part of.
• If this error recurs, see Optimize the
Query Activity.
Query failed during execution. Error: Query Source has an alphanumeric field, but Update either the query source or the
Conversion failed when converting the the Destination has a number field. destination so the data type is identical for
nvarchar value '123ABC' to data type int. both.
Query failed during execution. Error: String Query Source has a longer field length than Increase the destination field length so that
or binary data would be truncated. the Destination field. each allows the same number of characters.
Query failed during execution. Error: Invalid Either the Source or the Destination has a Confirm that columns and fields haven’t
column name '{{column name}}'. field that was renamed or deleted. been changed or deleted.
Query failed during execution. Error: Invalid Either the Source or the Destination Data Confirm that both the source and
object name 'QueryTest_100'. Error has Extension has been deleted, renamed, or is destination data extensions exist.
occurred. otherwise unavailable.
Query failed: Query not allowed The configuration of your account doesn’t Contact your account executive.
allow queries.
Query failed due to system error. Internal system error Retry. If this error persists, open a support
case in Salesforce Help.
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Marketing Cloud Journeys and Automations Automation Studio Errors
Invalid File Age The timestamp on the file is invalid, or a Ensure that the file isn’t older than the
setting in the configuration of the activity defined age limit setting or modify the age
prevents files of a specified age from being limit setting.
processed.
Authentication with the server failed Server authentication failed. Confirm that • Confirm that your FTP location is valid.
your FTP location is valid and retry. Server
• Confirm that your external file location
authentication failed.
credentials are valid and that your
session is active. Then, retry.
Invalid username or password reported by Server authentication failed due to invalid • Confirm that your FTP location is valid.
server. username or password.
• Confirm that your external file location
credentials are valid and that your
session is active. Then, retry.
Server returned an error: Permission denied Server authentication failed due to a • Confirm that your FTP location is valid
permission error. and configured correctly. Then, retry.
• Confirm that the username provided in
the file location definition has
permission to the destination folder.
The process can’t access the file '{{filename}}' A file lock error occurred. • Retry the activity or the automation that
because it’s being used by another process. it's a part of if this error doesn’t typically
occur.
• If this error continues, ensure that the
file isn’t being used by another process.
There was an error connecting to the target Connected host has failed to respond. Verify that your FTP host entry is configured
server. correctly and retry.
Non-anonymous sessions must use Non-anonymous sessions must use Encryption required. Update encryption
encryption. encryption. A non-anonymous session was settings to proceed. Encryption is required.
initiated without encryption enabled. Update encryption settings to proceed.
The remote host forcibly closed an existing Remote host connection lost. Check destination server settings to
connection. re-enable the connection.
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Marketing Cloud Journeys and Automations Automation Studio Errors
Import failed: Invalid file age The timestamp on the file is invalid or Ensure that the file isn’t older than the
settings in the configuration of the activity defined age limit setting or modify the age
prevent files of a specified age from being limit setting.
processed.
Import failed: Invalid file source File source is invalid. Enter a valid file source.
Import failed: File location invalid File location is invalid. Enter a valid file location.
Import failed due to system error. Internal system error Retry. If this error persists, open a support
case in Salesforce Help.
SEE ALSO:
Optimizing a SQL Query Activity
Use Intermediate Tables to Optimize a Query
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Marketing Cloud Journeys and Automations Get Automation Studio Notifications
To identify the cause, locate the failed automation in the Overview section of Automation Studio. Errors are listed in the Progress column
and appear in red. Hover over an error to view the cause.
After you fix the automation, go to the Workflow tab for that automation, and select Active to reactivate it.
SEE ALSO:
Get Started with Digital Command Center
Rule Types and Individual Rule Configuration Options
The Daily Digest Report
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Marketing Cloud Journeys and Automations Find Activity Configuration and Error Details
Note: Only Email, Import File, File Transfer, and SQL Query activities have object detail pages currently.
Run history, including error information, is shown on the Action Log tab.
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Marketing Cloud Journeys and Automations Data Management
Journey Builder allows you to build a marketing journey by placing an entry source and activities on the canvas and creating paths for
your customers. Entry Sources allow people, called contacts, to enter your journey and Canvas Activities are used to automate the path
of those contacts. You can also create custom activities for Journey Builder. Learn more about Entry Sources and Canvas Activities.
Data Management
This best practices guide covers topics related to data management in Marketing Cloud to help you understand and use information
you collect about your customers for communication, segmentation, and personalization.
Data Management
This best practices guide covers topics related to data management in Marketing Cloud to help you understand and use information
you collect about your customers for communication, segmentation, and personalization.
Most marketers are not database administrators, and most database administrators are not marketers. Most of the time, management
and use of data in an enterprise platform like Marketing Cloud requires collaboration and communication between organizational
functions, implementation partners, or Salesforce Services.
As a marketer, you can facilitate this collaboration by thinking about the data necessary to run and measure your marketing campaigns.
Understanding how data works in the Marketing Cloud and how to frame your marketing needs in terms of data can help. The goal of
this guide is to help you, as a marketer, understand and talk about data in a cognizant way as a first step toward managing and using
data in Marketing Cloud.
Data Storage
Data can be stored in and sourced from different databases, cubes, or clouds. This situation is one of the reasons data is so hard for
marketers, and organizations more generally. Data is stored all over the place, in different systems, and those systems don’t always
talk to each other easily. In most databases, data is stored in a table with columns to define the data stored in rows. Think of this
table like an Excel spreadsheet. In Marketing Cloud, a table is called a data extension. A column is an attribute, and a row of data is
a record. Sales Cloud contains objects and fields to talk about tables and columns.
Data Relationships
Data tables can relate to other tables to create a relational database with nested data structures, but they don’t have to be. The
phrase “flat file” refers to a single table holding a large amount of data, or even an organization’s entire customer file. You can consider
most data extensions used by Email Studio for sending as flat files. These files generally hold all the information required for that
specific audience and send needs.
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Marketing Cloud Journeys and Automations Data Management
Data Flows
We provide numerous ways to move data into and out of the Marketing Cloud. The method you choose depends on where your
data is stored, how much data you need in Marketing Cloud, and how often you update it for your marketing campaigns. Common
methods include imports, APIs, and Marketing Cloud Connect. Regardless of the method of bringing data into the system, create
the storage elements with the Marketing Cloud to hold the data extensions. Bring in data as values for the attributes you want to
use for marketing campaigns.
Understand Data Needs
Take a look at where your data, organization, and marketing programs stand. This assessment helps you determine the best way to
manage the data in your Marketing Cloud account.
Data Storage
Data can be stored in and sourced from different databases, cubes, or clouds. This situation is one of the reasons data is so hard for
marketers, and organizations more generally. Data is stored all over the place, in different systems, and those systems don’t always talk
to each other easily. In most databases, data is stored in a table with columns to define the data stored in rows. Think of this table like
an Excel spreadsheet. In Marketing Cloud, a table is called a data extension. A column is an attribute, and a row of data is a record. Sales
Cloud contains objects and fields to talk about tables and columns.
Data Relationships
Data tables can relate to other tables to create a relational database with nested data structures, but they don’t have to be. The phrase
“flat file” refers to a single table holding a large amount of data, or even an organization’s entire customer file. You can consider most
data extensions used by Email Studio for sending as flat files. These files generally hold all the information required for that specific
audience and send needs.
Contact Builder allows you to store data in relational tables. These tables present a more scalable solution for data storage. Use these
tables to reduce the need to write SQL queries to pull data from multiple tables into a single file to create an audience.
Contact Builder is used in Mobile Studio and Journey Builder. We plan to extend the functionality to Email Studio for audience generation
and sending. However, most of the underlying data elements, including data extensions, used in Email Studio can be used in Contact
Builder and vice versa. Email Studio cannot use the data relationships and nested data structures created in Contact Builder, only the
tables.
Data Flows
We provide numerous ways to move data into and out of the Marketing Cloud. The method you choose depends on where your data
is stored, how much data you need in Marketing Cloud, and how often you update it for your marketing campaigns. Common methods
include imports, APIs, and Marketing Cloud Connect. Regardless of the method of bringing data into the system, create the storage
elements with the Marketing Cloud to hold the data extensions. Bring in data as values for the attributes you want to use for marketing
campaigns.
SEE ALSO:
https://developer.salesforce.com/docs/atlas.en-us.noversion.mc-apis.meta/mc-apis/index-api.htm
Connect to Marketing Cloud
Data Import
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Marketing Cloud Journeys and Automations Data Management
1. Available Data
Start small and don’t underestimate the data you can use today. There’s always room to grow with data in Contact Builder. For
example, if you regularly collect a customer’s mailing address, you can use the ZIP code to target customers by location. Behavioral
data is another rich source of data you can use to target your customers. This information includes how customers browse on your
website, open your emails, or purchase products.
2. Stored Data
Most companies have data stored or sourced from many places, including back-end and partner systems, including Marketing Cloud.
What is your system of record as a marketing organization? If Marketing Cloud is not your primary point of access and storage for
data, think about what kinds of data you need to store or access for the campaigns and sends that you conduct in the Marketing
Cloud.
3. Describe Your Customers
In some organizations, there may be only one primary population of customers in Contact Builder. Some other organizations may
use multiple populations. For example, a university might have students, alumni, and professors, or a ride-sharing service might
have drivers and riders. These populations require different characteristics and data needs.
4. Manage Customer Subscriptions
Understand where you manage how customers subscribe to your different marketing and promotional campaigns. This system of
engagement is where you manage the legal and logistical aspects of customer’s opting in and out to receive your communications.
If Marketing Cloud doesn’t handle subscriptions, such as a custom profile or preference center, ensure subscriptions are handled
between multiple systems.
5. Segment Your Customers
Marketing Cloud supports filtering or segmenting of customer populations to a specific target audience, as do other customer
databases. If you use a different tool to create audiences that you bring into Marketing Cloud pre-filtered, then you might be able
to be more strategic about the data you store and access in Marketing Cloud. If you perform some or all of your segmentation in
Marketing Cloud, you need to store more data to target your audiences and sends.
6. Use Data In Marketing Cloud
If you don’t use data to segment populations in Contact Builder to create audiences, then think about the other uses where you
need to access data. Common use cases include personalizing messages, dynamically presenting content to customers, guiding
customers through an automated journey, or reporting on the results of marketing campaigns.
Available Data
Start small and don’t underestimate the data you can use today. There’s always room to grow with data in Contact Builder. For example,
if you regularly collect a customer’s mailing address, you can use the ZIP code to target customers by location. Behavioral data is another
rich source of data you can use to target your customers. This information includes how customers browse on your website, open your
emails, or purchase products.
Stored Data
Most companies have data stored or sourced from many places, including back-end and partner systems, including Marketing Cloud.
What is your system of record as a marketing organization? If Marketing Cloud is not your primary point of access and storage for data,
think about what kinds of data you need to store or access for the campaigns and sends that you conduct in the Marketing Cloud.
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Marketing Cloud Journeys and Automations Journeys and Messages
SEE ALSO:
Preview the Marketing Cloud Profile Center
Profile and Preference Attributes in Marketing Cloud
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Marketing Cloud Journeys and Automations Journeys and Messages
Enterprise 2.0 Yes Cannot copy journeys from • Required Version: Marketing
parent business units to child Cloud Connect/V5
business units
• Multi-org support: N/A
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Marketing Cloud Journeys and Automations Journey Builder Prerequisites
Account Provisioning
Before you can create a journey, provision your Marketing Cloud account to support Journey Builder. Manage access to view and create
Journey Builder journeys using Marketing Cloud Setup. Customize permissions for roles or individuals to deny access, allow limited access
for viewing journeys, or allow complete access to create, edit, and publish journeys.
Contact your Salesforce Marketing Cloud representative if you have account provisioning questions.
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Marketing Cloud Journeys and Automations Journey Builder Prerequisites
For Marketers
Marketers commonly perform these tasks.
• Data Extensions
One common way to admit contacts into a journey is to fire them into the journey from a sendable data extension. To admit contacts,
create a sendable data extension and add or import contacts into it. There are multiple ways to create a data extension.
After contacts are added to a sendable data extension, configure an entry source to detect data extension changes and determine
Journey Builder’s action.
• Channel Content
Before adding channel activities to a journey, create channel content, like email messages, SMS messages, or push notifications.
For Administrators
IT Administrators commonly perform these tasks.
• Contacts
A contact represents a single instance of a person within the Marketing Cloud. A contact contains data derived from communications
through multiple channels mapped back to a single person.
Contact Builder defines a contact based on whether its ContactID is found in a population or by subscription to channels such as
email or SMS.
Note: The term contact describes a data record in Marketing Cloud that stores data about a person your organization
communicates with. The term customer describes the persons to whom communication is sent, about whom data is collected,
and whose decisions affect Journey Builder behavior.
Some entry sources, audiences, and Sales or Service Cloud entry events, create a ContactKey automatically when no ID can be
matched. All other entry sources require that an existing contact matches to an existing record, confirming a positive match. Entry
sources that do not create a contact automatically must be a channel subscriber or part of a Population to enter a journey.
To avoid rejections when using an entry source that doesn’t create contacts, use Contact Builder to create contacts. Provide a
ContactKey that Journey Builder uses to identify them.
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Marketing Cloud Journeys and Automations Permissions for Journey Builder
– Set up a data extension entry source to easily select a sendable data extension to start the journey.
SEE ALSO:
Modify Marketing Cloud User Settings
Journey Builder Roles
Contact Builder in Marketing Cloud
Content Builder
Get Started in Marketing Cloud MobilePush
Get Started in MobileConnect
Distributed Marketing
Marketing Cloud Feature Settings
Email Deliverability
• Decision Split • Email > Subscribers > Data Extension > View
• Wait by Attribute • Salesforce Marketing Cloud > Contacts > Read Contact Data
• Update Contact • Email > Subscribers > Data Extension > View
• Email > Subscribers > List > View
Entry Sources • Email > Subscribers > Data Extension > View
• Data Extension • Email > Subscribers > List > View
• API Event • Salesforce Marketing Cloud > Contacts > Read Contact Data
• Transactional API Event
• Contact Event
Test a Journey Email > Subscribers > Data Extension > View
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For more details about the permissions granted with user roles in Journey Builder, see Journey Builder Roles and Marketing Cloud Roles.
Tip: Single-tenant deployments on dedicated databases produce a faster and more predictable processing speed than multi-tenant
deployments on shared databases. To improve processing speeds after you implement these recommendations in a multi-tenant
account, contact your account executive about single-tenancy and dedicated database deployment.
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Note: One-minute wait activities that aren't at the end of a path aren't ignored.
• Though you can add as many journey activities as you want, limit the number of activities to 150-200 in a journey to prevent slow
load times.
• Avoid using more than 3 decision split activities at the start of the journey. Journey Builder processes contacts in batches, so using
a series of Decision Split activities reduces the batch size. Build the decision split path that you expect the highest number of contacts
to follow first.
• To ensure that custom activities don’t slow your journey, optimize the endpoints that custom activities use. Custom REST Activities
hit external endpoints so their response time depends on each endpoint’s response time. For more information, see Custom Activity
Configuration.
• If you add retry logic to an API event, the activity takes longer to process. Increasing the retry count increases the response time of
the REST service from Journey Builder’s perspective.
Example: Consider a single journey running in a single-tenant, dedicated database deployment. Within this journey, there’s one
segment from the entry to the random split, the decision split, the update contact activity, email activity, and a 1-day wait.
If the processing speed of the random split activity is 10 million contacts per hour, 9 million per hour for the decision split and
update contact activity, and 2 million per hour for the email activity, the maximum processing speed for this segment is 2 million
contacts per hour. Most journey activities process faster than message activities and usually don’t impede messaging activities in
the segment.
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
Highly personalized message content that has advanced complexity can reduce send throughput by up to 25%. Personalization is a
powerful tool to achieve targeted communication with your audience, but make sure to note how it affects your journey’s send throughput.
Note: The relative performance difference shown is only a directional guideline to assess the effects of content personalization.
The actual performance difference with the same content in your environment can differ.
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SEE ALSO:
Journey Builder Sales and Service Cloud Best Practices
Linked Data Extensions in Journey Builder
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
Compiled Emails
Review these files which include four levels of complexity. They include the source Content Builder code, including the HTML and
AMPscript. You can copy and paste the static and simple code snippets into Content Builder. However, to use the moderate and advanced
code snippets include the content-blocks referenced in the Static Content Block and AMPScript Content Block sections.
• Static: Static-Level1-10edc6e0-f56a-4f21-ab81-3913abe6b7a2.html (downloadable file)
• Simple: Simple-Level2-fe0e3f18-66d4-492c-8c8c-956259477e70.html (downloadable file)
• Moderate: Moderate-Level5-d353c4f8-3bfd-405d-8bd3-5dcd0d6bebaa.html (downloadable file)
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Data Extensions
These data extensions provide the personalization data references used by the source email-code and content-blocks in our testing.
• Master Demographics Data Extension (downloadable file)
• Product Recommendations Data Extension: (downloadable file)
body {
margin: 0;
padding: 0;
}
td[class="headercell-phone"] {
display: none;
}
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
}
td[class="tmp--full-width"] {
width: 100% !important;
float: left !important;
padding: 0 !important;
}
td[class="tmp--full-width-padding-bottom"] {
width: 100% !important;
float: left !important;
padding: 0 0 25px 0 !important;
}
td[class="tmp--full-width-center"] {
width: 100% !important;
float: left !important;
padding: 10px 0 10px 0 !important;
text-align: center !important;
}
table[class="wrapper-padding"] {
padding: 20px !important;
}
tr[class="wrapper-padding"] {
padding: 20px !important;
}
td[class="wrapper-padding"] {
padding: 20px !important;
}
td[class="col-padding-bottom"] {
padding: 0 0 25px 0 !important;
}
img[class="photo"] {
width: 100% !important;
height: auto !important;
}
td[class="row"] {
width: 100% !important;
}
td[class="tmp--hide"] {
display: none !important;
}
}
</style>
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
</td>
<td class="tmp--hide" style="color:#393939;font-family:Gotham,
"Salesforce Sans", Arial,
sans-serif;font-size:12px;font-style:normal;font-weight:normal;line-height:16px;padding:20px
0px;vertical-align:middle;" align="right">
<!-- preheader content area -->
<table cellpadding="0" cellspacing="0" width="100%"
style="text-align: left; min-width: 100%; " class="stylingblock-content-wrapper"><tr><td
class="stylingblock-content-wrapper camarker-inner" align="left"> <!-- preheader content
area -->
<table class="tmp--container" width="405" align="center"
border="0" cellspacing="0" cellpadding="0">
<tr>
<td
style="color:#393939;background-color:#ffffff;font-family:Gotham, "Salesforce
Sans", Arial, sans-serif;font-size:13px;font-style:normal;font-weight:normal;"
class="full-width-center" width="100%" align="right"> <span style="color:#393939;">We found
you something!</span>
<br> <a href="https://salesforce.com" target="_blank"
style="color:#68CCF0; text-decoration:none; line-height:24px;" class="view_link" alias="Web
Version">WEB VERSION</a></td>
</tr>
</table>
<!-- end prehader content area --></td></tr></table>
<!-- end content area -->
</td>
</tr>
</table>
<!-- end logo and preheader -->
</td>
</tr>
<tr>
<td>
<table style="background-color:#ffffff;" class="tmp--container" width="600"
align="center" border="0" cellspacing="0" cellpadding="0">
<tr>
<td style="color:#393939;font-family:Gotham, "Salesforce
Sans", Arial,
sans-serif;font-size:14px;font-style:normal;font-weight:normal;line-height:18px;vertical-align:top;"
width="100%" align="left">
<!-- content area -->
<table cellpadding="0" cellspacing="0" width="100%"
style="text-align: left; min-width: 100%; " class="stylingblock-content-wrapper"><tr><td
class="stylingblock-content-wrapper camarker-inner" align="left"><!-- hero image content
area--><table align="center" border="0" cellpadding="0" cellspacing="0"
class="tmp--container" width="600">
<tr>
<td align="left" class="full-width" width="100%">
<a alias="PI Recs Hero" href="http://ntoretail.com/" target="_blank"><img class="photo"
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
src="https://s3-us-west-2.amazonaws.com/rd-industry-emails/retail/nto/campaign-toolkits/promotional/pi-recommendation-hero.jpg"
style="display:block;" width="600"></a></td></tr></table><!-- end hero image content area
--></td></tr></table><table cellpadding="0" cellspacing="0" width="100%" style="text-align:
left; min-width: 100%; " class="stylingblock-content-wrapper"><tr><td
class="stylingblock-content-wrapper camarker-inner" align="left"><!-- live text paragraph
content area --><table align="center" border="0" cellpadding="0" cellspacing="0"
class="tmp--container" width="600">
<tr>
</tr></table></td></tr></table></td></tr></table></td></tr></table>
Message
Hey %%FirstName%%,<br>
<br>
Check out some items from NTO that we love this week, and we think you might love them
just as much as we do.<!-- end live text paragraph content area --><table cellpadding="0"
cellspacing="0" width="100%" style="text-align: left; min-width: 100%; "
class="stylingblock-content-wrapper"><tr><td class="stylingblock-content-wrapper
camarker-inner" align="left"><!-- outline button content area --><table align="center"
border="0" cellpadding="0" cellspacing="0" class="tmp--container"
style="background-color:#ffffff;" width="600">
<tr>
<td align="left" style="color:#4f4f4f;font-family:Gotham, "Salesforce Sans",
Arial,
sans-serif;font-size:16px;font-style:normal;font-weight:normal;line-height:20px;padding:20px
20px 20px 20px;text-align:center;vertical-align:top;" width="100%">
<!-- ============================== --><!-- CTA BTN --><!-- ==============================
--><table align="center" class="tmp--full-width" width="100%">
<tr>
<td align="center" style="padding:10px 0 10px 0;">
<a class="high_click" href="http://pages.s4.exacttarget.com/nto_home"
style="padding:10px 30px;border:1.5px solid
#6D6E6E;color:#6D6E6E;display:inline-block;font-family:Gotham, "Salesforce Sans",
Arial,
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Marketing Cloud Journeys and Automations Optimize Journey Builder Performance
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SEE ALSO:
Optimize Journey Builder Performance
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Marketing Cloud Journeys and Automations The Journeys Dashboard
To see all use cases and get started, see the Digital Command Center for Slack documentation.
SEE ALSO:
Get Started with Digital Command Center
Rule Types and Individual Rule Configuration Options
The Daily Digest Report
Tip: To return to the dashboard from within the app, click Journeys Dashboard.
• Performance: How the journey is performing according to the goals set for that journey
• Last Modified: When the journey’s most recent update occurred
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Marketing Cloud Journeys and Automations The Journeys Dashboard
Note: The number under each activity reflects the contacts who entered the journey. To review more detailed analytics, click the
activity.
Email
• Delivery: The number and percentage of messages sent minus the number of bounces
• Opens: The number and percentage of unique opens, excluding duplicate opens for a single contact
• Clicks: The number and percentage of unique clicks, excluding duplicate clicks for a single contact
• Bounces: The number and percentage of messages that bounced
• Unsubscribes: The number and percentage of unsubscribes
Push
• Delivery: Number of messages sent to mobile devices
• Opens: Number of unique opens for the message, excluding duplicate opens for a single mobile device
SMS
• Delivery: Number of messages sent to mobile devices
• Clicks: The number and percentage of unique clicks, excluding duplicate clicks for a single contact
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Note: The values displayed for these metrics are fetched in real time whenever this page view is refreshed. Google Analytics 360
metrics aren’t available for transactional send journeys.
In Journey Builder, go to the Journeys Dashboard, and click Transactional. The list includes:
• Journey: The name of the journey
• Status: Shows that the journey is scheduled
• Channel: The type of message to send
• Last Modified: When the journey’s most recent update occurred
• Completed: Number of sends that completed in the past 24 hours
• Errored: Number of sends that failed to send in the past 24 hours
• Queued: Number of sends in the sending process
• Queue Age: Age of the oldest message in the queue
Tip: To review comprehensive engagement information, such as click activity, contacts, and email performance, click to open the
journey, and select the Email Analytics view.
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3. To use Einstein STO to send the message to each contact at the best time for them, add the Send Time Optimization activity.
a. To remove the Einstein STO activity, click Delete.
b. When you use both the Einstein STO and the Engagement Frequency activities in the journey, the Engagement Frequency
activity always appears before the STO activity.
Note: The Einstein STO and Einstein Engagement Frequency activities don’t support sending via the SMS activity.
4. To use Einstein Engagement Frequency to segment each contact by the frequency of messages that they’re likely to engage with,
add the Engagement Frequency activity.
a. The Undersaturated path is added by default, but you can choose a different path.
b. To remove the Engagement Frequency activity, click Delete.
5. Click Done.
6. Click the Entry Source on the canvas. For email sends, select the data extension that contains the target audience. For push sends,
select the audience.
7. Click Summary.
8. Click Done.
9. Click the message activity on the canvas.
10. Click Select Message or New Message.
Follow the steps to create an email, push message, or SMS message in Journey Builder.
Note: If you selected On Activation, the send begins immediately after you click Send. If you selected At specific date and
time, after you click Schedule, the send begins at the future date and time you configured.
Tip: To cancel a scheduled Single Send journey, open the journey canvas, and click Cancel. Then click Cancel Schedule.
Multi-Step Journeys
Journey Builder’s Multi-Step journeys enable you to create and manage customer journeys through a series of interactions with your
brand. These journeys can include multiple channels and customized journey paths based on customer interactions or attributes.
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Keep journeys discrete and focused on a single marketing objective, like welcoming new customers or thanking volunteers for signing
up. Here are two examples.
Tip: Start small with a single triggered message and build on success by creating a short series. Use the simple journey to test
your approach and gather baseline metrics before you add complexity. For example, start with a welcome series that includes
timed waits. Then when you feel comfortable, add Engagement or Decision Splits.
Tip: Before you start, outline your journey and plan your data and content needs. Consider not just the length of the journey or
time between activities, but also the timing of data activities. Time data updates and automations to avoid conflicts and to ensure
that you have the right data when you need it.
1. Click Create New Journey.
2. To create a Multi-Step journey from scratch, click Build.
Tip: To create a journey from a template, click Journey Template in the build panel. See Create a Journey from a Template for
step-by-step instructions.
3.
To configure the Journey Settings, click .
4.
To set a Goal, click .
5.
To set the Exit Criteria, click .
6. Drag an Entry Source onto the canvas and click to configure.
7. Follow the steps to configure the entry source.
For more details, see Entry Sources.
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Marketing Cloud Journeys and Automations Manage Customer Journeys
Tip: To copy a journey activity, click . To edit an activity, click to open it. To delete a journey activity, hover over the
Welcome Campaigns
Welcome email campaigns are a good way to greet new customers when they sign up or opt in for marketing communications.
You can use Journey Builder to improve the customer experience by expanding from a single email to a series of messages.
Retail Campaigns
Retailers use marketing campaigns built in Journey Builder to promote a sale, announce a new product, or invite customers to a
special event. The goal for these campaigns is to increase conversion and drive sales.
Anniversary Campaigns
Even a simple reminder campaign in Journey Builder can help build a relationship with your clients and increase brand engagement.
Typical anniversary campaigns focus on a special date for a customer, like a birthday or sign-up date. These yearly messages can be
part of a renewal strategy. You can also celebrate your company’s milestones or send a reminder to customers who haven’t purchased
in a while.
Welcome Campaigns
Welcome email campaigns are a good way to greet new customers when they sign up or opt in for marketing communications. You
can use Journey Builder to improve the customer experience by expanding from a single email to a series of messages.
A welcome series is your chance to create a great first impression for your new client. A welcome series:
• Keeps you from trying to do too much in a single email.
• Emphasizes different aspects of your company or products in a series of messages.
• Sets expectations about the content, quality, and cadence of communications with your company.
• Customizes the messages and delivery based on customer interactions with your messages, or actions customers take on your
website.
Here are examples of when and how to use a welcome series:
Example: A customer purchases a device and receives a thank you email with a link to set up alerts and notifications. A second
email encourages them to finish filling out their profile. A third email asks them to follow the company’s social media feeds.
Example: A customer creates a financial account and receives a welcome email with a link to download a mobile app. A second
email asks if they know how to transfer money between accounts and includes a how-to video. A third email informs the customer
about the company’s free bill pay service.
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Example: A teacher downloads a white paper about how to create a fundraising campaign and receives a welcome email to the
website. A second email promotes getting started by inviting the teacher to fill out a user profile. A third email features an example
of a fundraising campaign with a link that says “Start your fundraising campaign today!”
Welcome Journey
Use a Data Extension entry source and timed waits to introduce yourself and your brand to a new customer. If you are new to Journey
Builder, you can use this template to get started quickly and establish baseline engagement metrics. This Welcome Series template uses
a data extension entry source to start the journey and create a timed sequence of emails to promote features or services.
Entry Source
This Welcome Series template uses a Data Extension entry source. Before you create the data extension, confirm that the customer data
used for personalization or dynamic content is stored in Marketing Cloud. The target audience is selected through the entry source
configuration wizard in Journey Builder.
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The Intermediate Welcome Series uses a data extension as the entry source to add customers who meet the criteria more frequently.
Flow control elements like Engagement Splits and Decision Splits allow you to customize the journey for your customers. For example,
you include more emails to re-engage with customers who don’t respond to your welcome series. Goals let you track customers’ progress
toward the journey’s objective.
Email 1a If the customer does not engage with your first message, consider
personalizing subject lines, offer a discount or coupon, or highlight
specific brand offerings.
Email 1b This email could be your last chance to engage with the customer.
Try altering the placement of your call to action or consider
emphasizing your brand with logos and pictures instead of
text-based content.
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Retail Campaigns
Retailers use marketing campaigns built in Journey Builder to promote a sale, announce a new product, or invite customers to a special
event. The goal for these campaigns is to increase conversion and drive sales.
Here are examples of retail marketing campaigns:
Example: A customer selects several items and places them into their cart but does not purchase them. Use a targeted retail
campaign to remind the customer of the items and urge them to complete the purchase.
Example: A customer bought a product two years ago, and a new version of the product is released. Send an email with details
about the new features and improvements and a link to purchase the new product.
Abandoned Cart
Re-engage customers who left without a purchase. Abandoned cart campaigns include a sequence of reminder messages.
The difficulty is in deciding the timing and content of the messages, and the availability of real-time data from your website. The data
enables you to place customers into the journey in a timely manner or remove them when they make a purchase or clear their cart.
Think about why your customers leave items in their cart. Are they trying to determine the total price for comparison? Are they scared
off by the shipping cost or the extra step of creating an account to make the purchase?
If you find customers leaving after they see the shipping cost, consider including a free shipping coupon in your abandoned cart campaign.
If the items have a low purchase price, send your first email more quickly. Perhaps the customer needs a reminder to complete the order.
Entry Source
Timing is important for an abandoned cart campaign. You want to remind the customer in a timely manner, generally around an hour
after the customer has left the cart. You can break this rule for big-ticket items or items that customers often spend time researching,
like computers or mattresses.
Contacts can enter a journey from an API event tied to the shopping cart technology on your website. That way, the timing of the journey
is based on customer behavior, and not on their inclusion in an audience segment or population.
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If they abandon another cart in the future, contacts can reenter the journey. In other words, if customers add products to a cart, they
don’t reenter the journey until they complete the campaign sequence.
Journey Path
To track the effectiveness of the abandoned cart emails, incorporate a Random Split in the path. To measure overall effectiveness, track
and compare conversions between customers who see the reminder emails and customers who don’t. Or, to test different creative
subject lines, add a branch. If you prefer to have all of your customers complete the journey, simply delete the random split.
Waits are important to time the delivery of messages. In most abandoned cart campaigns, you want to remind customers quickly so
they don’t lose interest or buy from another site. Typically, the first wait is set between 1 hour and 1 day, depending on your knowledge
of your customer’s buying behavior. The best practice is to send the first email 1 or 2 hours after the customer abandons the cart.
Set the second wait time to anywhere from 24 to 72 hours. We recommend a 1-day wait before sending a second email. Remember to
set a Goal or use a Decision Split to remove customers from the journey if they complete a purchase or clear their cart.
Abandoned cart or funnel campaigns are a sequence of reminder messages, so the journey is fairly simple. The difficulty is in deciding
the timing and content of the messages, and the availability of real-time data from your website. The data enables you to place customers
into the journey in a timely manner or remove them when they make a purchase or clear their cart.
Think about why your customers don’t complete a purchase. If you sell products that customers research extensively before a purchase,
such as auto insurance or electronics, you want to help customers make an informed choice. You can give customers more time and
provide details, such as ratings or links to more information, to help them decide.
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Entry Source
Timing is important for an abandoned cart or funnel campaign. You want to remind the customer in a timely manner without rushing
them through a decision about a big-ticket purchase.
Contacts can enter a journey from an API event tied to the shopping cart or purchase funnel on your website. That way, the delivery of
the messages is based on customer behavior, not on their inclusion in an audience segment or population.
Configure the journey to allow customers who abandon another cart in the future, to reenter. This setting enables customers to add
products to a cart or review a saved quote, without reentering the journey until they complete the entire campaign sequence.
Journey Path
Waits are important to time the delivery of messages. In most abandoned cart campaigns, you want to remind customers quickly so
they don’t lose interest or buy from another site. But if you expect customers to need extra time to research or decide on their purchase,
make your waits longer.
Set the second wait time to anywhere from 24 to 72 hours. We recommend a 1-day wait before sending a second email. The final wait
can also be from 24 to 72 hours from the previous email, depending on what you know about the customer’s buying behavior.
If contacts complete a purchase or clear their cart, use Decision Splits and Goals Decision Split to remove them from the journey.
Anniversary Campaigns
Even a simple reminder campaign in Journey Builder can help build a relationship with your clients and increase brand engagement.
Typical anniversary campaigns focus on a special date for a customer, like a birthday or sign-up date. These yearly messages can be part
of a renewal strategy. You can also celebrate your company’s milestones or send a reminder to customers who haven’t purchased in a
while.
Here are examples of when you could use an anniversary campaign:
Example: A customer has a yearly subscription to an online fitness website, and they need a reminder before the expiration date
to renew.
Example: A customer entered birthday information as part of signing up for your newsletter so they can receive a special offer
on their birthday.
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Marketing Cloud Journeys and Automations Manage Customer Journeys
Example: Your company, or a company you do business with, has been in business for five years and you want to send
congratulations to employees.
Typical anniversary campaigns focus on a special date for customers, like their birthday or sign-up date. In this single-message journey,
you send a message to your customers triggered by a specific date. The goals of a simple anniversary campaign are:
• Strengthen relationship with your customers.
• Encourage engagement with your brand.
• Drive renewal or repeat purchases.
Entry Source
Depending on how you set up your anniversary campaign, you can use a date-based event or a data extension entry source. For example,
if you want to use a client’s birthday or service anniversary, you can use a date-based event. You can create a data extension that includes
contacts who haven’t purchased anything in the last 60 days or are due for renewal.
If you use a date-based event, make sure that you have the data you need, like a client’s birthday, in your Contact Builder data model.
Also, consider timing. You can set the journey start before or after the date. Think about the best time for your clients to get the information:
on the specific date, like a birthday message, or a month before the renewal date.
Journey Path
The nice thing about this simple journey is that you can build on it later by copying or versioning the journey and adding more messages
or splits. By starting with a simple journey, you learn the steps for setting up an automated campaign and get some baseline engagement
statistics. When you’re comfortable, you can add complexity to your campaigns.
For example, you can add engagement splits to send reminders based on opens or clicks. Or, add timed waits and explain the benefits
of renewal through a series of messages.
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Birthday Journey
Make your customers feel special with a birthday coupon. Celebrating birthdays is a great way to engage with your customers and let
them know how much you appreciate their business.
The journey is personalized, using the information you know about the contact, and can remind them of your brand and products or
services on a regular cadence. A birthday journey can:
• Delight your customers by wishing them a Happy Birthday.
• Send them a coupon or redeemable discount to drive conversions.
• Link them to your website, reminding them of your product and services.
• Provide a gift guide and the ability to make a shopping list for family and friends.
Entry Source
Use a date-based event to place contacts into a journey based on data stored in Contact Builder. For birthday journey campaigns, we
recommend that you send the first message a few days before the birth date. This plan allows time for them to redeem the coupon.
Select the attribute in the Contact model where the birthday is stored. If contact demographic data is stored in multiple places, be sure
to select the attribute, from the correct data location. Set the re-entry to Yearly.
Email 1 Send well wishes for the customer’s happy day and any offer or
celebration coupon, including any information about expiration
or limitations.
Email 1a If the customer has not redeemed their coupon, remind them
about the coupon and emphasize their special day.
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Marketing Cloud Journeys and Automations Manage Customer Journeys
Email 1b If after the customer receives the first reminder, they still haven’t
redeemed their coupon, send them a second reminder and
emphasize the expiration date.
Email 2 Re-emphasize your customer’s special day and thank them for their
continued engagement with your brand.
Journey Path
To increase the odds of coupon redemption, you can use decision splits to provide timely reminders. Using a decision split, you can
check to see if a customer redeemed their coupon before sending a reminder, eliminating unnecessary customer contact.
You must be able to import customer data from your point of sale into Marketing Cloud and Contact Builder in a timely manner. That
way, the decision split uses the most recent data.
Waits are important to time the delivery of messages. Send the birthday message and coupon to your customers anywhere from a few
days to a week or two before their birthday. You want to give them enough time to redeem the coupon before the first decision split
and send the reminders before the offer or coupon expires.
To set up the waits and decision splits, start with the contact’s birthday or coupon expiration date, and work backward to figure out your
timing. Don’t forget to schedule the data import or update to Contact Builder as part of this planning.
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SEE ALSO:
Event Notification Service
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Journey Templates
Journey Templates are pre-defined journeys created by Salesforce or other users. Use a template as-is, or modify it to meet your use
case.
Find a template in Journey Builder via one of these methods.
• Select a template from the gallery on the homepage after you log in to Marketing Cloud.
• In Journey Builder, click the Templates tab.
• In Journey Builder, click Create New Journey, and then click journey template.
Note: To see templates that don’t appear on the first page of results, click View More Templates.
Salesforce Templates
Each pre-designed Salesforce Template includes best practice guidance. Click outside the guide on the canvas, or click X to turn off best
practice guidance.
Note: To disable template guidance for all journeys in your account, including journeys created from a different template, close
the guidance three times using the X. To manually disable or re-enable best practice guidance, click .
Choose a template from these available options.
• Abandoned Cart - Everyday Purchase
• Abandoned Cart - Significant Purchase
• Anniversary Send
• Birthday Journey with Coupon
• Event Follow-up
• Welcome Journey
• Welcome Journey with Engagement
• Behavioral Targeting with Audience Studio
• Re-engagement
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Shared Templates
Shared templates help you efficiently replicate journeys that address common use cases across your business unit. Users with the Journey
Builder Create/Edit permission for the business unit where the template was created can edit and delete shared templates.
Note: To enable users to share templates at the enterprise level, select Enable Enterprise Level Sharing in the Marketing Cloud
Setup app.
Note: Configure the schedule each time you create a journey from a shared template.
1. Select a template
Tip: Access journey templates from the Marketing Cloud home page or the Journey Builder Templates gallery.
Note: In a shared template, random split, decision split, and wait activities maintain the configuration that the template’s
creator set. However, you must reconfigure any other activities for the new journey. Decision splits in a journey created from
a template that originated in a different business unit maintain only the number of paths and path names. Decision splits in
a journey created from a template in the same business unit that contain only Contact Data attributes maintain an identical
configuration.
8. Click Save.
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Marketing Cloud Journeys and Automations Manage Customer Journeys
9. Click Validate.
10. Click Test.
11. Click Activate.
Tip: When you share a template, wait and random split activities are configured when the template user opens the template.
Entry sources and some activities aren’t configured when others use this template.
To allow sharing, ask your admin to enable the Across Enterprise Sharing admin setting for your business unit.
1.
Open the journey in edit mode and click .
2. Click Save as Template.
3. Click Define Template Info.
4. Enter a name and description. You can include instructions for other users.
5. To share the template with all business units in your enterprise, click and enable Sharing.
6. Click Summary.
7. Click Create Template.
Share a Template
Users with Create/Edit permission in Journey Builder can share the template when they create or edit it.
Edit a Shared Template
Users with Create/Edit permission in Journey Builder can edit a shared template. Existing journeys created from the template are
not affected.
Delete a Shared Template
Users with Create/Edit permission in Journey Builder can delete shared templates from a business unit. When you delete a shared
template, it is no longer available to any business unit. Existing journeys created from the template are not affected.
Share a Template
Users with Create/Edit permission in Journey Builder can share the template when they create or edit it.
When you turn off sharing for a template, others in your org can no longer access it in the My Templates gallery. Existing journeys created
from the template are not affected.
Tip: To share a template as you create it, turn on Share Across Business Units.
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Marketing Cloud Journeys and Automations Manage Customer Journeys
1. Click Templates.
2. Click My Templates.
3. Click .
4. Click Edit in a template section or click Edit Workflow.
5. Make your changes then click Save Template.
Note: Clicking the template card anywhere but opens the template in journey mode. If you accidentally open the
template in journey mode, click Change Template, then click .
Note: Clicking the template card anywhere but opens the template in journey mode. If you accidentally open the
template in journey mode, click Change Template, then click .
Journey Pause
Pause a running journey to temporarily halt processing contacts and sending messages through the journey. Resume a paused journey
to restart processing contacts. Use this feature to temporarily halt sending messages for business reasons or to update content included
in a journey. You can also pause a journey to allow a higher priority campaign to run instead, and then resume the journey after that
campaign ends.
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Journeys can be paused for up to 14 days in 1-day increments. Each day is a 24-hour period starting from when the journey is paused.
While pausing a journey, you can configure it to resume or stop at the end of the pause duration. You can manually resume a paused
journey anytime during the pause duration.
You can extend or not extend the wait time of all Wait by Duration activities on that journey by the duration of the journey’s pause. If
you don’t extend the wait time and the wait expires during a pause, the contact is processed after the journey resumes. Your selection
for this option applies to all Wait by Duration activities on the paused journey (or all versions of the journey). This configuration option
is only available for Wait by Duration activities. The wait time for Wait by Attribute and Wait for Date isn’t extended by default.
The system processes Wait Until activities, but the contact doesn’t go to the next activity until the journey resumes.
While pausing a journey, you can queue any contacts entering a paused journey and process them after the journey resumes. You can
also drop the contacts trying to enter a paused journey. This configuration option isn’t available if Evaluate All Records is selected with
the Data Extension Entry source. In that scenario, contacts entering a paused journey aren’t queued and dropped by default.
Note: If an In-App Message is sent but not yet displayed, pausing the journey doesn’t cancel the message display.
Note: Enable the Activate/Stop/Pause/Resume/Send/Schedule permission to the user’s Journey Builder Role to use this feature.
For more details about the permissions granted with user roles in Journey Builder, see Journey Builder Roles and Marketing Cloud
Roles.
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7. Select whether the journey queues contacts at the entry source for processing after the pause expires.
If you don’t queue the contacts, contacts that enter a paused journey are ignored and not processed. This option is available if you
select Evaluate New Records Only for the Data Extension entry source. By default, this option does not queue contacts. You cannot
change this setting while the journey is paused.
Note: Enable the Activate/Stop/Pause/Resume/Send/Schedule permission to the user’s Journey Builder Role to use this feature.
For more details about the permissions granted with user roles in Journey Builder, see Journey Builder Roles and Marketing Cloud
Roles.
Tip: To view the age of the oldest message in the queue, hover over the number in the queue in the Transactional dashboard.
Note: Messages queued longer than three days aren’t delivered after the journey resumes. Contacts queued longer than
three days are set to Not Sent.
Journey Settings
Choose the settings that determine when the contact enters a Marketing Cloud journey and which address Journey Builder uses to
message that contact.
Use Journey Settings to select the contact entry mode for a journey and designate a primary email address for contacts entering the
journey. Contact entry mode dictates when a contact is eligible to enter a journey. To access settings, click , then Journey
Settings.
Contact Entry
Contact entry mode dictates when the contact is eligible to enter a journey. Journey Builder offers three entry options to define when
contacts can enter a journey. To learn more, see Choose a Contact Entry Mode on page 237.
• Select No re-entry if contacts can’t enter the journey again after a previous entry. For example, in a Welcome Journey, set your entry
to No re-entry because you want your customers to be introduced to your brand only one time. This setting applies across all
versions of a journey. After you activate the journey, you can’t change this option.
Note: Test Mode doesn’t support this setting. When testing a journey, use Re-entry at any time or Re-entry only after
exiting. Then, select No re-entry after testing if necessary.
• Select Re-entry at any time if contacts can enter the journey multiple times before exiting. This setting admits the contact into the
journey each time that contact meets filter criteria. For example, if you use a journey for a post-purchase engagement, you can allow
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contacts to enter the journey whenever they make a purchase. After you select this option and activate the journey, you can change
the option to Re-entry only after exiting after creating another version
• Select Re-entry only after exiting if a contact must exit the journey before reentering it. This setting admits the contact into the
journey when that contact meets filter criteria, if applicable. But the system doesn’t readmit that contact into the journey until after
that contact exits the journey. After a contact exits the journey, the contact can enter again after meeting the filter criteria. For
example, contacts can go through a journey multiple times but not concurrently, such as for a seasonal promotion or a yearly
membership renewal. After you select this option and activate the journey, you can change the setting to Re-entry at any time by
creating another version.
The system applies the Contact Entry setting at the journey level for each version of a journey.
Note: The contact entry setting isn’t configurable for Single Send journeys.
Consider timing and how you want customers to enter the journey. Choose the best cadence for putting users into the journey, and
consider re-entry criteria. For example, in a Welcome Journey, set your entry to No re-entry because you want your customers to be
introduced to your brand only one time. Sometimes, contacts can go through a journey multiple times but not concurrently such as a
seasonal promotion or a yearly membership renewal. In this case, use Re-entry only after exiting. Re-entry anytime allows the contact
to enter the journey multiple times simultaneously. For example, if you use a journey for a post-purchase engagement, you can allow
contacts to enter the journey whenever they make a purchase.
Considerations
• Many entry source data extensions include a single column with the EmailAddress data type. In this case, that column is identified
as containing each contact’s default primary email address. You can change this setting.
• If more than one entry source data extension column has EmailAddress as its data type, Journey Builder prompts you to select one.
• When journey data from the entry source includes the email address that is used as default, set that email address as default by
selecting Use email attribute from Entry Source.
• The email fields displayed when you choose Use email attribute from Contacts include only the fields present in a data extension
marked as a Population or Synchronized Data Extension.
• If a default email address exists for contacts entering the journey, select Use email attribute from Contacts.
• To set the default mobile number to the priority 1 number stored in the contact record, select Use mobile attribute from Contacts.
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Note: The default address set here overrides the current default email address setting for each contact.
Note: Fields configured with the EmailAddress data type are available only after an entry source is fully configured.
Transaction Key
To identify a contact entering a journey as unique, create a transaction key.
Note: Transaction Key is available with Custom Events only. Add the Transaction Key setting to the config.json file for the journey's
entry event to make it available in Journey Settings.
Transaction keys combine an ID value that Journey Builder generates with a unique contact attribute value to create a wholly unique
identifier. All contact filters in the journey observe this unique identifier, including filters in the entry event and decision split activities.
This identifier prevents contacts from following the unintended path when their ContactID still matches current entry or decision split
criteria due to a previous transaction. The contact attributes available for creating a transaction key are ContactID and ContactKey.
Transaction keys are commonly used when a journey's entry event is initiated via API.
Note: To narrow results, add specific domains to track. By including one or more domains, you see only links pointing to these
domains in journey metrics.
SEE ALSO:
Transaction Key
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• Re-entry only after exiting: Contact can only enter journey if they're not currently in the journey. There’s maximum of one instance
of the Contact in a journey.
1. Create a journey.
2.
Click .
3. Select No re-entry, Re-entry at any time, or Re-entry only after exiting.
Note: Journey Builder verifies that a contact is unique by checking its contact key.
4. Click Done.
SEE ALSO:
Configure the Google Analytics Integration for Marketing Cloud
Create and manage goals
Conversions reports
Entry Sources
The entry source on the canvas tells Journey Builder where customers entering this journey come from. Each journey must include an
entry source.
Important: Don’t modify a data extension that is used as the entry source in an active journey. When activated, the journey uses
a snapshot of the entry source data extension. Fields added after activation aren’t detected by the running journey. If you must
add a new field to the entry source data extension, create a new version of the journey to include the updated data extension. For
example, you can add a field to allow you to use personalization in messages within the journey.
Note: In an upcoming release, Contact Data Events won’t be supported. Events and journeys created before this change continue
to run without interruption. Use the Data Extension entry source to admit contacts instead.
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SEE ALSO:
Marketing Cloud Connect
Journey Builder API
Name and Description The name of the event and a summary of its purpose
Click an event's name to edit.
Last Modified timestamp The most recent date and time the event configuration was
changed
Note: You can’t delete events that are used by at least one journey.
Note: Salesforce entry sources, including the Salesforce Data, Campaign, and Experience entry sources, are only editable when
no other journey or version uses them. You can't edit the object a Salesforce entry source uses to decide who enters the journey.
To choose a different object in a Salesforce entry source, delete and recreate the entry source.
You can configure Journey Builder to begin a journey based on any event configured within your Marketing Cloud instance.
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Event Availability
The dropdown menu at the top of the page lets you view events according to their availability. Make events on this page unavailable
by clicking the link in the Availability column, if necessary, so they aren’t visible to marketers in a journey.
SEE ALSO:
Email Studio
Create a Data Extension in Contact Builder
Important: Don’t modify a data extension that is used as the entry source in an active journey. When activated, the journey uses
a snapshot of the entry source data extension. Fields added after activation aren’t detected by the running journey. If you must
add a new field to the entry source data extension, create a new version of the journey to include the updated data extension. For
example, you can add a field to allow you to use personalization in messages within the journey.
If a Journey Builder Audience (Email Studio, Automation Studio, or MobileConnect) was created before January 2018, it now appears on
the canvas as a data extension entry source. Click the entry source icon in a running journey to view its previous configuration. Its icon
matches its previous configuration, so journeys with Email Audiences appear with the same icon, but their label reads Data Extension.
Note: You can't edit the object a Salesforce entry source uses to decide who enters the journey. To choose a different object in
a Salesforce Data, Campaign, or Experience entry source, delete, and recreate the entry source.
1. In a draft journey, hover over the entry source or its schedule.
2. Click the entry source or schedule.
3. To reach the step you want to edit or view, click Back.
4. Save the edited entry source and journey, if necessary.
Important: This feature will be made available on a rolling basis through June 2022.
Important: To use this entry source, first define your Mobile App Events in the Mobile App Event Management screen, and then
implement tracking within the MobilePush SDK.
For Journey Builder to react to App Events, the Name of the event and the attributes defined within Marketing Cloud must exactly match
the name tracked by the MobilePush SDK. Pending your app and desired use cases, you can capture some events or attributes that are
more descriptive than others. For example, purchase versus first purchase.
When selecting App Events, ensure that your app is collecting events that are in line with Journey Builder best practices for API Entry
events. Note the volume of the App Events that you use for Entry.
Note: Unlike other Entry sources, Mobile App Events aren’t saved into data extensions.
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Follow these steps to configure the Mobile App Event source in Journey Builder:
1. Drag the Mobile App Event Entry Source onto the journey canvas.
Note: If you want to add a Mobile App Event Exit source, click and then Mobile Events Exit Criteria.
Important: This feature will be made available on a rolling basis through June 2022.
1. Drag the MobilePush Engagement Entry Source onto the journey canvas.
2. Select up to 10 push message definitions to listen for push notification opens.
3. Click Summary and review Setup details.
4. Click Done.
5. Configure the rest of your journey.
Note: After it's activated, Journey Builder enters the users who open sent messages from that point forward. Previous open
behavior isn’t evaluated.
Important: This feature will be made available on a rolling basis through May 2022.
1. Drag the In-App Message Engagement Entry Source onto the journey canvas.
2. Select up to 10 In-App Message definitions to listen for.
3. Select the engagement type to listen for.
• Display
• Dismiss
• Button Click
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Note: After it’s activated, Journey Builder enters the users who open sent messages from that point forward. Previous open
behavior isn’t evaluated.
Note: Automation is available when the automation built-in Automation Studio modifies the selected data extension.
Use the Audience entry source to admit MobileConnect lists. Create an Audience entry source to modify the entry filter or schedule for
a MobileConnect Audience.
Note: MobileConnect Audiences created before the January 2018 release aren’t editable, but continue to process new entries.
You can edit Email Studio Audiences and Automation Studio Audiences created before the January 2018 release if no active
versions of the journey use the audience. These audiences are included as Data Extension entry sources and follow an updated
configuration flow.
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Salesforce Data Extensions Salesforce data extensions are no longer selectable as entry sources
within Journey Builder. To use a Salesforce data extension as an
entry source, use an automation to move its data into a supported
format for entry.
1. Create a data extension that you can populate with data from
a Salesforce data extension.
2. To populate the new data extension with data from a Salesforce
data extension, create an automation with a query activity.
Synchronized Data Sources Use synchronized data extensions to populate an entry source data
extension in journeys that use Sales Cloud or Service Cloud data
and Marketing Cloud data.
To use a synchronized data source’s data to populate an entry
source data extension, follow these steps.
• Use a query activity or another process to target specific data
in the data extension that results from your synchronized data
source.
• Then segment the data into a sendable data extension that
you can use as an entry source.
SEE ALSO:
Contact Builder in Marketing Cloud
Synchronized Data Sources
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Tip: To use an automation's schedule to control when the journey admits contacts, select a data extension that an automation
updates or modifies. Or set up an automation to modify the data extension you selected before setting the journey schedule.
Note: The Recurring and Automation options are not supported in Single Send journeys.
If the automation regularly modifies or updates the data extension that you selected, you can use the Automation schedule type. The
journey admits eligible contacts when the automation runs.
Note: Schedule dates must fall between 1/1/1900 12:00:00 AM and 6/6/2079 11:59:59 PM.
1. Click Schedule.
2. To determine when and how often the journey admits contacts, select a schedule type.
3. Click Select.
4. Choose when contacts from the data extension enter the journey.
• When you select Run Once, Journey Builder evaluates contacts on activation or at the specified date and time.
• When you select Recurring, enter a start date when contacts enter the journey, how frequently contacts are evaluated for
admission, and how many times they’re evaluated.
• When you select Automation, the journey evaluates contact records when your chosen automation completes.
Note: When a file drop automation updates the source data extension, all records in the source data extension are evaluated
each time.
5. If the contacts enter on a repeating basis, choose the recordset that Journey Builder evaluates each time the schedule repeats.
6. Click Summary.
7. Click Done.
Activate the journey to start the schedule.
Note: If contact records are being evaluated when the next run is scheduled to begin, the run is skipped. Records are processed
in the next run.
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When you set a schedule that repeats, you select a processing option.
• To evaluate only new contacts added since the previous run for journey entry, select Evaluate new records only. For the journey's
first scheduled run, choose whether to evaluate all data extension records on only the first run or records added after activation. This
evaluation option is typically used when a process exists to add new rows to the source data extension without deleting or overwriting
existing rows. For example, the automation with an import activity appends records to a data extension. Using this option typically
results in faster, more efficient processing.
Note: When you refresh a filtered data extension, all records are overwritten. We don't recommend using a filtered data
extension with Evaluate new records only option.
• To evaluate all records in a data extension each time according to the entry source's schedule, select Evaluate all records. Use this
option only when records in the data extension are continually updated. Using this option typically results in slower processing.
To improve performance and ensure that all eligible contacts in the entry source enter the journey without slowing the admission
process, select the applicable processing option.
SEE ALSO:
Data Extensions and Data Relationships without Enhanced Subscriber Features in Marketing Cloud
Configure the Data Extension Entry Source with Customer Data Platform
For new Journeys, use Data Extensions in the new activation folders:
• Select Data Extension as the entry source for the Journey.
• Configure the data extension source by selecting the data extension from the ones available in each Activation folder.
Note: Journeys created before BU awareness was enabled in Customer Data Platform must be updated to use the new activations.
Note: A journey can have multiple versions running at the same time if the user is continuously updating it. Delete the previous
Activation folders to avoid using stale shared data extensions.
Note: Audiences are available in accounts provisioned for both Journey Builder and Contact Builder.
Note: The Audiences entry source features new functionality. Audiences created before the January 2018 release continue to
function, but cannot be edited. Use the data extension entry source to access functionality previously found in Journey Builder
Audiences.
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Schedule an Audience
To determine how often Journey Builder admits contacts from an audience, set a schedule. To prompt the schedule tile to appear,
configure an entry source.
The schedule does not start until the journey is activated. If contact records are being evaluated when the next scheduled run begins,
that run is skipped. Remaining records are processed in the next run.
1. Click Schedule.
2. To determine when and how often the journey admits contacts, select a schedule type.
3. Choose when MobileConnect contacts enter the journey.
a. When you select Run Once, choose to evaluate contacts once at activation or at a specific date and time.
b. When you select Recurring, specify a start date when contacts enter the journey, how frequently contacts are evaluated for
admission, and how many times they’re evaluated.
Managing Consent
We recommend that you employ the following practices to help manage consent when you use unified Customer Data Platform
audiences in Journey Builder.
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• Consider applying Filter Contacts criteria to limit who is included in the audience when you create the Entry Source. If it filters out
many audience members, performance can be degraded on page 199
Note: if the SMS Activity appears later in the journey, you can use a Decision Split instead of filtering criteria for consent to
Customer Data Platform for entry source configuration.
• When you configure an email activity to use a Customer Data Platform audience, consider assigning a Publication or Suppression
list for more consent management options
Email Activities
You can configure email activities in Journey Builder that use Customer Data Platform audiences as either multi-step or single send
journeys.
SMS Activities
When you configure an SMS activity in Journey Builder to use a Customer Data Platform audience, select Send only to contacts who
are subscribed currently in the Delivery Options configuration step. This selection helps prevent sending to individuals who didn’t
opt in to receive the communication.
Data Extensions
Check out Related Attributes in Activation on our Customer Data Platform Solution Kits page.
Important: To use this entry source, create a chat integration business account through the chat messaging setup app.
You can use the same keyword as an entry source and a valid chat response. If a contact sends the keyword while they are in a Wait Until
Chat Response activity, the contact advances to the next activity in that journey. The keyword is ignored by any other journey listening
for that keyword as a source of entry.
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5. Create up to 10 keywords. You can use the same keyword in multiple Wait Until Chat Response activities and entry sources.
6. Click Summary, and review setup details.
7. Click Done.
Note: In an upcoming release, Contact Data Events will not be supported. Events and journeys created before this change
continues to run without interruption. Use Data Extension or Audiences to admit contacts instead. Some examples of ways entry
events place contacts into a journey are:
• Events can be journey-specific or shared between journeys.
• Configure journey-specific events within a journey for use only in that journey.
• Create shared events in Entry Source Administration for use in multiple journeys.
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SEE ALSO:
Linked Data Extensions in Journey Builder
Note: In an upcoming release, Contact Data Events will not be supported. Events and journeys created prior to this change will
continue to run without interruption. Use Data Extension or Audiences to admit contacts instead.
1. In a new journey, drag Event onto the canvas.
2. Click Event.
3. Select an event from Existing Entry Sources.
4. If the event is unconfigured, create a filter on the next page of the wizard.
Note: In an upcoming release, Contact Data Events will not be supported. Events and journeys created before this change
continues to run without interruption. Use Data Extension or Audiences to admit contacts instead.
1. Drag Event onto the canvas and click it.
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Note: If no contact record exists in Marketing Cloud for a person entering this journey, the journey does not admit that person.
4. Optionally, set a filter against contact or journey data attributes to add criteria for entering the journey.
5. Set a schedule to dictate when Journey Builder fires this event or evaluates new rows in the data extension to find contacts that
meet entry criteria. The Repeat setting defaults to None, which means the event runs only on the scheduled date and time. This
schedule dictates when Journey Builder checks the event source for new records.
Note: When contacts enter a journey via API call, use the API Event to connect the API to the Journey Builder canvas.
Important: Journey data is not available for messaging personalization or decision split criteria when you use the Date-Based
Event entry.
Note: Contacts are reevaluated for inclusion each time they are added to the event source data extension.
• Determine the number of days, weeks, or months before or after the date of the event.
• To configure the event by typing a number and using the menus, click Custom.
• Set the time of day of the event and time zone.
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SEE ALSO:
Get Started with Contact Builder
Note: Event types don’t dictate the data source that contacts enter a journey from. Choose the data source in a subsequent
step.
3. Add a name, description, event definition key, and icon. The event definition key is used when calling an event via API. If you don’t
have one, Journey Builder provides it automatically.
4. Select a sendable data extension, the data source where customer actions and data is recorded, and tell Journey Builder when and
how often to check it. When Journey Builder finds new customer records, it automatically tries to enter them into the journey. If they
meet the filter criteria set on the next step, Journey Builder admits them.
Journeys that include the email activity must use an event source data extension that includes these fields:
SubscriberKey Text
If one or both fields aren’t in this format, Journey Builder creates them and appends them to the event source data extension.
Note: To prevent errors, ensure that no other fields in the data extension contain the following:
• A field named SubscriberKey, with a data type other than Text
• A field named EmailAddress, with a data type other than Email Address
When the event source is modified, added to, or overwritten, this action constitutes an entry event. A single entry event can be used
to kick off multiple journeys.
5. If necessary, create a filter using contact attributes so the journey only admits contact records that meet the filter criteria set on this
step.
An entry event's configuration details appear on the journey canvas. Determine when and how often Journey Builder checks the
event source for new records to enter the journey.
6. If contacts enter the journey via API or using Automation Studio, select Not Applicable. Setting an entry schedule here isn’t necessary.
7. To have contacts enter the journey according to a schedule, select Run using the following schedule.
8. Set the date, time zone, and repetition schedule. The default repeat setting is None, which means the entry event runs only on the
scheduled date and time.
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The schedule dictates when Journey Builder checks the event source for new records. The schedule set here doesn’t admit contacts
into the journey unless the journey is activated. In cases where the schedule set begins before journey activation, Journey Builder
only admits contacts that are added to the event source following activation.
SEE ALSO:
Data Extensions in Contact Builder
Create a Data Extension in Contact Builder
SEE ALSO:
Create a Data Extension in Contact Builder
Business Units in Marketing Cloud
Entry Results
Use this page to understand and gauge the flow of contacts into a journey in Journey Builder. This page also shows the journeys that
use this entry source under Journey Usage. View a list of contacts that were not accepted and an explanation by clicking View Rejected
Contacts.
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After a journey is activated, click View Event Results to access the journey's entry results over the previous 30 days. You can view these
results on the page:
Subheading Description
Entry Source Evaluation Pending Evaluation These contact records are waiting to enter
the queue for evaluation against the entry
source filter (if the entry source includes a
filter).
Entry Results for the last 30 days Contacts Evaluated Total number of contacts evaluated for
journey entry which includes both accepted
and rejected contacts.
Important: Test Mode doesn’t support the Salesforce Data and Campaign events. Date-Based Events aren’t compatible with Test
Mode. Events and journeys created before this change continue to run without interruption. Use Audiences to admit contacts
instead.
Note: Only entry events that weren’t used in a journey are testable. We recommend that you test an event immediately after you
create it.
1. Create or find the entry event on the Entry Sources page.
2. In the Availability column, click the link in your Event's row.
3. Select Test Mode.
4. Save your changes.
5. Fire an event using Automation Studio or the API.
6. Return to the Entry Sources page.
7. Click View Results.
Total Contacts shows how many contacts were evaluated from the data source and matches the total number of contacts in the
event source data extension.
Accepted Contacts shows how many contacts met applicable filter criteria applied and entered the journey.
Journey usage lists journeys that include this entry event. To view a journey, click the journey's name.
8. To see how the event handled each accepted contact, click Contacts Accepted.
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9. To see how the event handled rejected contact, click Contacts Rejected.
SEE ALSO:
Fire an Event via API
Note: The View Rejected Contacts link does not appear when all contacts are accepted into the journey.
On the Journey History page, view the list of contacts that did not enter the journey, including the reasons they didn't enter.
Fire an Event
Entry events prompt Journey Builder to evaluate Marketing Cloud contacts for journey entry. An entry event occurs when records in a
journey's entry event data source, often a data extension, are added, updated, or overwritten. Firing an event lets you kick off a journey
using an API or an automation created in Automation Studio.
1. Create a Journey
Use a Contact Data entry event to fire events in Journey Builder using a Marketing Cloud automation or an API entry event.
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SEE ALSO:
Fire an Event via API
Create a Journey
Use a Contact Data entry event to fire events in Journey Builder using a Marketing Cloud automation or an API entry event.
Note: Firing an event affects all journeys with an entry event that uses this event source data extension.
Note: In an upcoming release, Contact Data Events won’t be supported. Events and journeys created before this change continues
to run without interruption. Use Audiences to admit contacts instead.
The only activity the automation must include is the Fire Event activity. Run the automation whenever new data is added to the data
extension, or schedule it to run on a repeating basis.
1. Drag the Fire Event activity into a step of the automation.
2. Click Choose... to select the data extension you chose in the entry event you created.
3. Click Save.
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SEE ALSO:
Automate Processes in Automation Studio
Important: In an upcoming release, Contact Data Events will not be supported. Events and journeys created before this change
continues to run without interruption. Use Audiences to admit contacts instead. Learn More.
After setting up your journey, return to your automation to run it. If you are using a Triggered Automation, this process works only when
a new file has been dropped in the specified file location.
1. Click Run Once to start the Fire Event activity, prompting Journey Builder to evaluate contacts for entry. After the automation runs
the first time, only new contact records are admitted on subsequent runs, depending on Journey Settings.
2. Click Run Once again to fire an event each time new data is added to the data extension.
Complete the steps to Define the Automation.
SEE ALSO:
Run an Automation from the Overview Page
Important: In an upcoming release, Contact Data Events will not be supported. Events and journeys created before this change
continues to run without interruption. Use Audiences to admit contacts instead. Learn More.
1. Navigate to Journey Builder after running your automation.
• When contacts are admitted, the counts on the Entry Results page increase
• To track individual contacts through a journey, see View a Contact's History In a Journey to track individual contacts through
a journey
SEE ALSO:
Entry Results
View a Contact's Journey History in a Journey
View Rejected Contacts
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This event type requires some development work to configure an API. If needed, seek technical help to set up and use an API to put
customers into journeys. Here are some items to consider as you work with an IT resource.
• Note where you capture opt-ins and customer data.
• Review the information you already gather about your customers, such as demographic data, web browsing data, purchase data,
and where it is stored.
• Determine data needs, such as customer data used to target or personalize messages or customer interactions, that drive your
marketing program.
• Determine which customer behaviors you want to act on, and how. Consider timing and targeting.
Create a data extension to store contacts fired via API if you don’t want to use an existing data extension for this purpose.
1. Drag API Event onto the canvas. Use the Event Definition Key to connect this journey to your API.
Tip: Events shown in the API Event Summary were created on the Entry Sources page.
Tip: Use the final step to find the Event Definition Key.
6. If contacts meet filter and entry mode criteria, the journey admits the contacts in respose to an API request.
For reference, find the Event Definition Key on the Summary tile on the canvas.
SEE ALSO:
Journey Builder API
Get Started with Contact Builder
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Marketing Cloud Journeys and Automations Entry Sources
SEE ALSO:
Fire an Entry Event
Audience Studio
Admit audiences from your Audience Studio account into Marketing Cloud. The Audience Studio entry source in Journey Builder lets
you choose an audience from your Audience Studio account, then admit contacts from that audience into a journey in a batch. Configure
the filter to control which contacts enter, or admit all contacts in the audience.
1. Drag the Audience Studio entry source tile onto the canvas.
2. Click the tile.
3. Click Select an Audience.
4. Click Select next to the audience to admit.
5. To further refine your audience, configure any necessary filters and complete setup.
6. Click Summary.
7. Click Done.
8. Complete the rest of your journey, then validate and activate it.
Note: Even after filtering, the entry source displays the total number of contacts within the audience.
SEE ALSO:
Audience Studio
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NTO’s marketing team uses Salesforce Audience Studio to aggregate consumer data across its website, mobile apps, email interactions,
and offline transaction data. These insights help NTO create a segment of users who interacted with campaign awareness display and
search ads or opened the initial campaign email. NTO plans to exclude customers who made a purchase within the last 30 days.
The segment is saved as NTO Promotional Campaign. NTO activates the segment across various demand-side platforms for search and
display activity. NTO activates the segment to Marketing Cloud for direct communications that reinforce the indirect advertising experience.
NTO’s marketer then creates a Marketing Cloud journey for the campaign and drags the Salesforce Audience Studio entry source onto
the canvas. After clicking the activity, the marketer clicks Select an Audience and chooses the NTO Promotional Campaign audience.
The marketer finishes configuring the entry source. When the journey is activated, members of the NTO Promotional Campaign audience
who meet filter criteria are admitted to the journey.
Note: Even after filtering, the entry source displays the total number of contacts within the audience.
SEE ALSO:
Google Analytics Integration for Marketing Cloud
Create a Google Analytics Audience
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Note: Salesforce customers are responsible for ensuring the accuracy of any consumer consent settings managed by external
platforms such as Google Analytics. See Marketing Cloud Data Protection and Privacy Tools for more information on the privacy
compliance tools available in Salesforce Marketing Cloud.
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Note: You can grant users access to create or edit Salesforce events, except users with the Marketing Cloud Administrator role.
Note: Limit selection to 250 fields or less. Limit journeys per object to 80 or less.
Each record includes the ID for the user, lead, or contact entering the journey, their email address, and the email opt-out flag status.
After the entry source is configured, you can’t edit the object it uses or who enters the journey. To choose a different object, delete and
recreate the entry source. You can edit the entry criteria, filters, and event data for a configured entry source before it’s published. You
can copy journeys that contain Salesforce entry sources and entry sources are reusable.
Note: Salesforce entry sources are only editable when no other running journey or version uses them.
After you save the entry source, Marketing Cloud creates a data extension that uses event data as columns and the contact ID as the
Subscriber ID. Records that meet the entry source criteria are imported into this data extension when the journey is published. A row is
created in the data extension every time a record meets the criteria, but existing rows aren’t updated. You can have the same record in
the data extension multiple times when it enters the journey more than one time. For more details, see Journey Settings.
Note: The Test Mode feature in Journey Builder doesn’t support Salesforce Entry Sources.
The integration between Marketing Cloud and Sales Cloud uses Flows, Process Builder, Apex, Platform Events, and SOAP APIs. Therefore,
Salesforce Data Events are subject to all APEX Governor Limits. Adding Journey Builder events or your own processes or flows into the
save order of an object can expose or exceed limits within your org. When an integrated journey is activated, the Sales Cloud Flow
Metadata API launches the flow for the object with the conditions specified in the entry configuration. These tools allow your business
to run behind the scenes. Here’s an example that illustrates how the objects are used and how they work from end to end.
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• 50 System.enqueueJob limit: Each Journey Builder callout is queued as an invocable method. Each transaction can enqueue up to
50 invocable methods and can process up to 200 records. If objects meet the criteria for multiple events, this limit can be reached
with 50 unique events on a single object. This limit is shared with non-Journey Builder triggers and flows.
Known Issues
• Platform Events Apex Job runs before update transaction is complete
• Journey Builder Salesforce Integration Events will not always fire if another Process Builder finishes later in the same transaction
• If one contact in the batched API call to the Marketing Cloud fails, the entire batch fails to inject.
Note: When configuring the event, select who enters a journey, such as leads, contacts, person accounts, or users.
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9. Choose journey data based on primary or reference objects. The event sends data from the selected fields to Journey Builder. Each
record automatically includes the ID related to the person entering the journey, that person's email address, and the email opt-out
flag status as applicable.
10. Configure the remainder of the journey by adding and configuring activities.
11. When journey setup is complete, click Activate to start the journey. This action creates a Flow in the Sales Cloud.
Note: Salesforce entry sources, including the Salesforce Data, Campaign, and Community entry sources, are only editable
when no other journey or version uses them. You can't edit the object a Salesforce entry source uses to decide who enters
the journey. To choose a different object in a Salesforce entry source, delete and recreate the entry source.
Note: New users must be explicitly granted access to create or edit Salesforce events, except users with the Marketing Cloud
Administrator role.
The Salesforce Campaign event adds contacts to a journey when they are added to a Sales Cloud campaign.
1. Drag Salesforce Data onto the canvas.
2. Click Salesforce Data.
3. Select Salesforce Campaign Event.
4. Select one or more campaigns whose members are added to the journey when they are added to the campaign.
5. Select whether the Contact or Lead record enters when campaign members enter the journey.
6. On the next page, select Salesforce object data to include in the journey for use in decision splits, and other activities.
7. To select an object field, click it.
Note: If no contact record exists in the Marketing Cloud for a person entering this journey, Journey Builder creates one.
Note: New users must be explicitly granted access to create or edit Salesforce events, except users with the Marketing Cloud
Administrator role.
Note: Salesforce entry sources are only editable when no other journey or version uses them. You can't edit the object a Salesforce
entry source uses to decide who enters the journey. To choose a different object in a Salesforce entry source, delete and recreate
the entry source.
1. Drag Salesforce Data onto the canvas.
2. Click Salesforce Data.
3. Select Salesforce Community.
4. Select a community from your list of connected, active communities and click Next.
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5. Select fields for use in the journey decision splits and other activities.
6. Click Next.
7. Review the entry source definition summary and click Done.
8. Add more filter criteria using the primary object's related objects if necessary.
9. Select journey data by expanding account fields. This data enters the journey with each contact.
10. To update the Person Account record during your journey, make sure that the field Account ID from the account object is added to
Journey Data.
11. Select data from related objects listed below account if necessary.
12. These fields are added to journey data automatically.
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• The Person Contact ID found in the account record. Use this field to link the data extension to an attribute group. For example,
link Contact Key to Account: PersonContactID.
• The Contact record email address, which is added automatically to Default Channel Addresses
• The Contact record email opt-out flag
Note: For business accounts, select only list items followed by the label (User).
7. Create a filter for the account object. Under Attributes, drag primary object fields into the filter pane.
Note: Do not use Person Account fields. Use the IsPersonAccount field to define event rules to admit only Business Accounts
or Person Accounts. To admit only Business Accounts, set filter criteria so IsPersonAccount = false. To admit only Person
Accounts, set filter criteria so IsPersonAccount = true.
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7. Create a filter for the object. Under Attributes, drag primary object fields into the filter pane.
8. Select data from related objects listed below the account, if necessary.
9. Expand the account fields to bring data into the journey for the contact that enters or for related objects.
Note: When a Person Account is created, an identical Contact record is created in the Sales and Service Cloud.
4. Build the rest of the journey, and click Activate to begin admitting contacts who submit the designated Smart Capture form.
SEE ALSO:
CloudPages
Use a Smart Capture Form as a Journey Builder Entry Event
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Marketing Cloud Journeys and Automations Marketing Cloud Mobile App Events Overview
Important: The name of both the event and the attributes defined within Marketing Cloud must exactly match the name tracked
by the MobilePush SDK. This naming allows Journey Builder to react to app events.
Prerequisites
1. As a marketing team, define the campaigns that use mobile app events. For some inspiration, check out examples and best practices.
2. Work with your mobile app development team to define the app events that are required to power these campaigns.
3. Upload your .csv schema file for the mobile app events that you want to use within Journey Builder.
Note: Journey Builder isn’t intended to act as a dedicated analytics or segmentation platform. Prioritize events to use directly
within a campaign. Marketing Cloud allows a maximum of 20 defined event names per MobilePush app.
4. Have your mobile development team track events with the MobilePush SDK (minimum v 8.0.0), exactly as defined in the .csv schema
file that you uploaded to Journey Builder.
5. Use your mobile app events within Journey Builder’s Mobile App Event Entry Source and in-app messages.
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Template Events
Template Events are mobile app events that are predefined by Salesforce. These events use a standardized naming convention that's
understood by other Salesforce products, such as Customer Data Platform. The names used for Template Events and their Attributes
can't be changed. But you can extend the predefined events by adding attributes to them. Template Events are predefined in the
MobilePush SDK, but they still require implementation.
SEE ALSO:
MobilePush and Journey Builder for Apps SDKs
In-App Messages
In-App Messaging FAQs
Configure an Existing Content Builder In-App Message in Journey Builder
Campaign Planning for Mobile App Events
Important: The name of both the event and the attributes defined within Marketing Cloud must exactly match the name tracked
by the MobilePush SDK. This naming allows Journey Builder to react to app events.
Event and Attribute Naming Conventions
• Use only alphanumeric characters and underscores and spaces.
– Acceptable: Added_to_Cart or Added To Cart
– Acceptable: product_ID or product ID
– Unacceptable: Added-to-Cart or Added to [emoji]
• Unicode and double-byte characters, such as emoji and kanji, aren’t supported.
• Leading and trailing whitespaces in names are automatically trimmed.
• Names aren’t case-sensitive.
– MyEvent is equal to myevent
– ViewScreen is equal to viewscreen
– View Screen ! isn’t equal to ViewScreen
For events with more than two words, we recommend using spaces or underscores.
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When considering your event names, make them generic instead of specific. Then use attributes to capture the specific details or metadata
about the event.
Sometimes, more detailed event names are required. For example, specific campaigns, such as onboarding or first-time user action.
• The description is pulled from the first row where the event name occurs.
• Attribute Data Type is a required field for every Attribute Name.
• If not defined, Attribute Required is an optional field that defaults to FALSE.
• Assigned Data Type is required: text, number, or boolean.
• Value length is either blank or a number.
Note: If you don’t specify a maximum length, the default is 50. Maximum allowed value is 100 characters.
• Marketing Cloud currently allows a maximum of 20 unique Event Names to be defined per MobilePush app and up to 10 Event
Attributes per Event.
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Event Name Event Description Attribute Name Attribute Data Attribute Attribute Value
Type Required Length
Signed Up User registers for an Username Text 100
account
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Note: Take caution when updating events that are being used in running journeys. If the newly defined event doesn’t match
the inbound data coming from the MobilePush SDK, changing the names or data types of these events can result in errors.
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Note: If you want to edit existing events, upload an updated .csv file, and then select the option to Add and update events for
your selected apps. If you want to delete existing events, upload an updated .csv file with the removed event, and then select
the option to Overwrite and Replace existing schema for your selected apps.
SEE ALSO:
Campaign Planning for Mobile App Events
Campaign Planning for Mobile App Events
Note: To edit existing events, upload an updated .csv file, and then select the option Add and update events for your selected
apps. To delete existing events, upload an updated .csv file with the removed event, and then select the option Overwrite and
Replace existing schema for your selected apps.
Example: A Purchase event exists with a Price attribute. You later upload a new schema with the same Price definition, but add
a new Currency attribute. Since the Price attribute hasn't changed, journeys using that event aren't disrupted.
Example: You have a Purchase event that's referenced by many journeys. You later upload a new schema file that doesn't contain
any information about this Purchase event. You select Overwrite and Replace the existing schema for your selected apps.
As a result, Journey Builder is unable to listen for Purchase events because the Purchase event schema is deleted from your account.
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Create a Filter
Make sure that the intended Marketing Cloud contact enters your journey, follows a split activity path, or reaches the goal by building
a filter in Journey Builder. Use contact data and journey data attributes in a filter as needed.
In entry sources, decision split activities, and other Journey Builder components, marketers can create a filter to admit contacts based
on attribute values. Contacts that meet filter conditions are admitted. Filters consist of an expression, an attribute, an operator like equals
or begins with, and a default or restricted value you choose. Create multiple expressions, and tell Journey Builder how they work
together. Alternately, a filter can include attribute-to-attribute comparison. Compare contact and journey data attributes as needed.
1. To find attributes to use in the filter, click Contact Data.
Note: Because journey data attributes are based on a snapshot of contact data, the attribute sets that appear after clicking
Contact Data or Journey Data. Because journey data occurs after a journey is activated, you can’t use it to filter an entry
source filter.
• Click Journey Data for attributes in the state they were in when the contact entered the journey.
• Click Contact Data for attributes in the state they’re in when evaluation occurs after the event occurs.
2. Find the attribute group you want, then the data extension and attribute.
Note: Encrypted fields and attributes that allow null values can’t be used in attribute-to-attribute comparison.
4. Select an operator.
5. Add a default text value or choose from a list of preconfigured values.
• When using more than one attribute, group filter statements using And and Or operators.
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• If using more than two attributes in the filter, create subgroups by clicking between the attribute and the And and Or operators.
SEE ALSO:
Profile and Preference Attributes in Marketing Cloud
Use Restricted Values
Initial data value about a customer. Current data value about a customer.
Provides attributes in the state they were in when the contact Provides attributes in the state they are in when evaluation occurs
entered the journey. after the entry event has fired.
For some customer journeys, it's useful to filter against the initial data about a customer. That data value often qualifies the customer to
enter the journey, even if it later changes. For example, the journey data about a customer shows that the first purchase was decaffeinated
coffee. Even if the customer does not purchase that coffee again, you can use that data as a filter in a journey to market a new coffee.
For other journeys, it is necessary to filter against the most recent customer data. For example, the contact data about a customer shows
a purchase of a new regular coffee flavor. This information is useful to filter against in a journey to market a sale on that flavor.
Journey data is the information about a contact that is brought in when the contact enters a journey. It’s like a snapshot of the contact’s
attribute data at the moment the contact is added to the journey. Contact data is updated as the journey goes on, but journey data is
not. Use the different types of data to present before- and after-data points in personalization strings or to detect changes in an attribute.
You can use both journey data and contact data when filtering in entry events as well as decision splits and message personalization.
Events can either be journey-specific or shared. Create a shared event in Entry Source Administration and use it in one or more journeys.
The journey-specific event must be used in the journey within which it is configured.
SEE ALSO:
Link Data Extensions in Contact Builder
Attribute Group Creation in Contact Builder
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In Marketing Cloud’s Contact Builder, Data Designer permits linking data extensions to the contact record or to other data extensions.
When you create the relationships between data extensions, you can specify the cardinality for the relationship:
• One-to-One Relationship
• Population
• One-to-Many Relationship
• Many-to-Many Relationship
Tip: Limit the number of rows per contact to 1000 or less. Any contact beyond the 100th row isn’t used for evaluation.
Cardinality refers to how the data extensions relate to each other based on the attribute links between the two data extensions.
Marketing Cloud evaluates contact attributes in activities, entry sources, goals, and exit criteria when a filter is used, so cardinality of the
data extensions is important. If a data extension includes a one-to-many or many-to-many relationship to other data extensions, a
matching attribute value can appear more than one time.
To ensure that Marketing Cloud evaluates the attribute value you intend, use attribute-to-attribute comparison in decision splits and
event entry sources. This feature allows you to compare two attribute values. You can compare an attribute value from journey data to
an attribute value in a linked contact data extension to identify the specific record to evaluate. These examples demonstrate how data
extension linking can affect journeys when a filter is used.
Note: We don’t recommend using data extensions with many-to-many relationships in journey entry sources and activities. When
you must use a data extension with a many-to-many relationship, use an intermediate data extension.
Example: A marketer links a data extension called Customers, which has information about customers, to a data extension called
Purchases, which has purchase records. The data extensions are linked on the Contact Key attribute. The Customers data extension
has only one record per customer. The Contact key is a primary key in Customers. The Purchases data extension allows more than
one record per contact key because a customer can purchase items more than one time. So the marketer links the Customers data
extension to the Purchases data extension in a one-to-many relationship. This approach means that a contact key can appear in
the Customers data extension one time, but can appear in the Purchases data extension many times.
Example: Decision SplitA marketer creates a journey to follow up with survey respondents. The journey sends a follow-up
email based on whether the response indicates positive or negative sentiment as tracked in a Survey Respondents data extension.
Because customers can respond to multiple surveys, customers can be represented in the data extension more than one time. So
the marketer adds a decision split and uses attribute-to-attribute comparison to ensure that the journey evaluates a response
sentiment that is specific to each response. The marketer configures the first decision split path as follows:
Sentiment (from Survey Respondents data extension linked in Contact Builder) = Positive AND
SurveyID (from Journey Data) = SurveyID (from Survey Respondents data extension)
Example: Event Entry SourceA marketer sets up a journey to follow up with customers who leave their website with unpurchased
items in their cart. The marketer configures the Event entry source to admit a contact 1 hour after customers abandon their cart
when the cart value is greater than $50. The marketer sets up the filter using the CartValue attribute from contact data. The filter
is configured as follows:
CartValue is greater than or equal to $50 AND
CartID (contact data) = CartID (journey data)
This filter ensures that the journey doesn't admit a contact a who abandoned a $10 cart, but does admit a contact who abandoned
a $200 cart.
Example: GoalsA marketer creates a journey to incentivize customers to make purchases that are greater than $100. Customer
purchases are tracked in the Purchases data extension, which is linked to the Customers data extension in a one-to-many relationship.
Customers can make multiple purchases. The marketer sets a journey goal that each customer makes a purchase totaling over
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$100. The journey counts a contact as meeting goal when they make any purchase over $100. To set up the goal, the marketer
configures the goal filter as PurchaseAmount is greater than 100. Marketing Cloud evaluates the first matching value it finds, even
if there are multiple matching values in the data extension. Contact data attributes can’t be compared to journey data attributes
in goals.
Example: Wait by AttributeA marketer sets up a journey that emails customers after a purchase. The marketer uses the wait
by attribute activity and selects the PurchaseDate attribute from the Purchases data extension. The Purchases data extension is
linked to the Customers data extension in a one-to-many relationship. Because of this relationship, a contact can have more than
one record matching its contact key in the Purchases data extension. When Marketing Cloud evaluates the Purchases data extension,
it uses the first value that matches the contact key. Attributes aren’t compared in the wait by attribute activity, so Marketing Cloud
evaluates the first matching value it finds.
SEE ALSO:
Attribute to Attribute Comparison
Data Designer in Contact Builder
Link Data Extensions in Contact Builder
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Note: If your filter’s configuration resulted in an ambiguous path, the existing filter still works. Following the August 2017
release, you can edit or confirm the filter path to ensure that they work as intended.
Example: This example shows two paths to the Products attribute set within the same attribute group. The Product SKU is linked
to a SKU in both the Abandoned_Cart and the Order_Details attribute sets. Both of those sets link back to All Contacts via the
Contact Key.
Note: Attribute to Attribute Comparison can only be applied to the WhoID or the Primary Object ID from the Salesforce Data
Entry Event.
Attribute to attribute comparison is useful when a single contact can enter a journey more than once. Or, you can compare a journey
data attribute to a contact data attribute to determine if a change occurred between time of entry and current time. To perform the
comparison, drag the contact data attribute into the filter.
For example, in a Multiple Entry journey, customers enter the journey each time they make a purchase. The journey includes multiple
paths that are each setup for purchasers of a different product. Each customer has a fixed contactID and is assigned a unique purchaseID
for each purchase. The same contactID exists in the journey multiple times, each time with a unique purchaseID.
To confirm that the customer sees messaging for the right purchase, set the purchaseID from Contact Data to equal the purchaseID from
Journey Data. This expression confirms that journey sends messaging for the correct purchase by confirming that the purchaseID values
are the same.
Considerations
• Compare only attributes of the same data type.
• Attributes that allow null values cannot be used in attribute-to-attribute comparison.
• Encrypted fields are not supported.
Considerations
• In Journey Builder, email personalization replaces the personalization string in the email with the matching attribute value found in
journey data. Each personalization string is replaced with the specified attribute value as it exists when the contact enters the journey.
• Dynamic content also uses journey data, similar to personalization.
• To prompt Journey Builder to use contact data attribute values instead of journey data attribute values, use AMPScript. Personalization
that calls contact data by default instead of journey data applies only to running journeys created before January 27, 2017.
• If you use Send Logging with custom Send Log attributes and expect contact attributes to be updated during the journey, your
Send Log records could be incorrect. To resolve this issue, open a support case through Salesforce Help.
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Example: A Northern Trail Outfitters (NTO) marketer creates a journey that sends different versions of emails to NTO customers.
The marketer stores contact data about NTO’s customers. Contact data includes data that is not likely to change, such as FirstName,
LastName, and DateOfBirth, and data that is expected to change often. One contact data attribute that changes often is VersionCode,
which determines the email version customers receive.
The email activity calls journey data to render personalization strings. Since journey data does not change throughout the journey,
use simple personalization strings to reference attributes that are not expected to change. The NTO marketer uses %%FirstName%%,
%%LastName%%, and %%DateOfBirth%% strings in the email.
However, the marketer knows the VersionCode attribute to change after contacts enter the journey because the journey includes
an Update Contact activity. This activity is configured to update the VersionCode attribute from ‘Version_1’ to ‘Version_2’ between
the first and second email activities. The second email uses ‘Version_2’ email content. Since the email activity only calls journey
data, which has ‘Version_1’ as the VersionCode value, the marketer must reference contact data directly. Referencing contact data
ensures that ‘Version_2’ is correctly used in the second activity. So the marketer uses the AMPscript Lookup() function to call the
VersionCode attribute.
Consider learning and using AMPscript to personalize emails using contact data attributes to capture the up-to-date attribute
value.
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Note: To reference the _CustomObjectKey field on a data extension, which is hidden by default, use an AMPscript lookup,
as you would with contact data personalization.
SEE ALSO:
Personalization Strings in Marketing Cloud
Introduction to Programmatic Marketing Content
Format
Tip: For a running journey created before January 27,2017, use, AMPScript to direct Journey Builder to call contact data attribute
values by default instead of journey data attribute values.
For example, a credit monitoring service, Cirrus, launches an email campaign to engage customers whose scores fall below 500 points.
This campaign sends emails encouraging customers to increase their credit scores. Also, emails sent by the service include the low credit
score as an incentive and a reminder.
Assuming Cirrus continually updates a data extension with updated customer credit scores, the service follows this procedure to set up
its journey:
• Cirrus creates a journey called Low Credit Score Email Series.
• Cirrus creates an entry event using Contact Data as the Event Type.
• Cirrus selects the Credit Scores data extension as the event source.
• Using contact data, Cirrus drags the Score attribute into the filter expression.
• To admit all customers whose credit score is below 500, Cirrus uses the is less than operator and types "500" to create its filter.
• To create its first email send, Cirrus drags an email activity onto the journey canvas.
• Cirrus selects an email with messaging that informs recipients their credit score is below 500. The email includes a personalization
string that looks at the journey data Score attribute to locate each customer’s low credit score.
• Cirrus adds a 30-day wait period following this email.
• Cirrus drags a decision split onto the canvas, configuring its first path to include contacts whose credit score is now greater than
500. The marketer configures the second path to include contacts whose credit score is lower than 500.
• In each path following the decision split, the marketer drags an email activity.
• In the first path, the marketer selects an email to congratulate customers who have raised their credit score. The marketer uses a
personalization string to find each customer’s previous credit score in journey data, and AMPScript to find their current score in
contact data. The email includes both scores.
• In the second path, the marketer selects an email to encourage customers who have not yet raised their credit score. The marketer
uses a personalization string to find each customer’s previous credit score in journey data, and AMPScript to find their current score
in contact data. The email includes both scores.
SEE ALSO:
Personalization in the Journey Builder Email Activity
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Note: If you use a scheduled automation to update the entry source data extension, use the operator: is on or before.
• NTO drags the email activity onto the canvas to configure a Welcome email to all shoe purchasers.
• NTO configures a waiting period of 3 days.
• NTO wants to begin a campaign tailored to customers according to the type of shoes they purchase. NTO drags a decision split onto
the canvas.
• NTO clicks Create Filter Expression to configure the first path to include customers who purchased hiking boots, even if they
purchased a different kind of shoe more recently. NTO uses the journey data PurchaseItem attribute.
• NTO configures the decision path by setting the filter as follows:
– PurchaseItem equals hiking boots
• NTO follows the same procedure to configure the three more decision split paths:
– PurchaseItem equals casual shoes
– PurchaseItem equals running shoes
– PurchaseItem equals sandals
• In the next decision split path, NTO sets a filter to segment customers who bought hiking boots, casual shoes, running shoes, or
sandals during the journey. This filter enables them to target messaging to customers even when they didn't enter the journey
because they bought a specific style of shoe.
NTO clicks contact data to use contact attributes when configuring these paths:
– PurchaseItem equals hiking boots
– PurchaseItem equals casual shoes
– PurchaseItem equals running shoes
– PurchaseItem equals sandals
• NTO leaves the remainder path unconfigured. Contacts who do not follow any of the configured paths follow the remainder path.
These contacts receive different targeted messaging.
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NTO now adds an email with specialized content to each path knowing that each customer is receiving email targeted to the purchase.
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4. Select Exit Option if each contact that reaches the goal leaves the journey.
SEE ALSO:
Goals in Journey Builder
Exit Criteria
Create a simple or complex contact filter in Journey Builder to remove contacts from a journey.
Exit criteria can remove customers who no longer fit the journey's purpose or for whom the journey's content is no longer relevant. The
goal is your journey’s destination. Marketers use goals to define the journey's purpose and measure how many customers meet the
milestone. Marketers use exit criteria to remove customers who don't fit the journey’s purpose anymore. In this way, using goals with
exit criteria makes all statistics more meaningful. Use goals to track achievement metrics rather than to remove contacts from a journey,
and use exit criteria to remove contacts.
Exit Scenarios
Here are three ways you can configure a welcome series with three messages and a call to action to encourage customers to download
your mobile app.
• Set a Goal that removes a contact after they download the mobile app regardless of where they are in the journey. These contacts
are counted as achieving the goal.
• Contacts can receive all the messages and complete the journey but never download the mobile app. They would exit the journey
in the time allotted with the Exit activity on the journey canvas and wouldn’t be counted as achieving the goal.
• Exit Criteria could use subscription data to remove a contact from the journey when they unsubscribe from your email marketing
program.
For an abandoned cart campaign with a single email and 72-hour wait after the message, you could configure exits in this way.
• The goal would track if customers bought an item out of their cart and exit them from the journey.
• If customers don’t buy an item within the 72-hour window, they exit the journey and aren’t counted as part of goal achievement.
• Exit criteria could be used to exit customers from the journey when they remove the items from their cart.
Considerations
• Contacts that are removed via exit criteria are logged, and the count of contacts removed from the current version is visible. All
contacts removed from a journey are visible in the Health Stats panel on a running journey.
• Exit criteria can be defined differently for each version of a journey.
• Journey Builder evaluates exit criteria for each contact in the journey when their time in each wait activity expires.
• If you have both Goals and Exit Criteria configured, Goals are processed before Exit Criteria.
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Tip: Use fewer than 20 filter criteria for optimal journey performance.
4. To view your filter criteria in a text string form for simple validation, click Filter Text.
5. Finish and save the exit criteria.
a. To remove currently defined exit criteria, click Remove this Exit Criteria when the journey is in Draft mode.
Note: Contacts are removed based on the first filter criteria matched, even if they meet multiple filters.
When a contact meets any of the exit filter criteria upon leaving a wait activity, the contact is removed from the journey.
Activities Reference
Learn what each Journey Builder activity does.
Messages
Push Notification Sends push notifications to contacts that reach this activity
Inbox Sends a message to the app inbox of contacts that reach this
activity
LINE Carousel Message Sends a LINE carousel or multi-content message to contacts that
reach this activity
Advertising
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Flow Control
Random Split Divides the group of contacts in the journey into random groups
in a configurable number of branches
Engagement Split Divides contacts based on a customer behavior. You configure the
customer action that Journey Builder evaluates to determine which
path to send contacts down
Join Directs contacts from one branch into another branch. Marketers
split contacts into two or more branches; then reunite the contacts
on the same branch so they flow toward the same endpoint
Wait By Duration Keeps contacts from reaching the next activity for the time period
set by a marketer.
Wait By Attribute Keeps contacts from reaching the next activity until the day and
time stored in a date-based attribute for that contact.
Wait Until Date Keeps contacts from reaching the next activity until the specified
end day and time.
Customer Updates
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Contact Creates or updates a contact in the Sales and Service Cloud for
each Marketing Cloud contact that reaches this activity
Convert Lead Converts qualified leads from Sales and Service Cloud
Task Creates or updates a task in Sales and Service Cloud for each
Marketing Cloud contact that reaches this activity
Update Campaign Member Updates a Campaign record in Sales and Service Cloud
Add Member to Campaign Looks up Campaigns in Sales and Service Cloud and adds Marketing
Cloud contacts to them
Account Creates or updates an account in Sales and Service Cloud for each
contact that reaches this activity
Choose Object Creates or updates any type of object record in Sales and Service
Cloud. Select the object to update; then select the fields to update
with Marketing Cloud attribute data
Lead Creates or updates a lead record in Sales and Service Cloud for
each contact that reaches the activity
Case Creates a case and associates it to Sales and Service Cloud contact
that matches the Marketing Cloud contact's ID
Custom
SEE ALSO:
MobileConnect and Journey Builder
MobilePush and Journey Builder
Create Custom Activities
Configure the Journey Builder Activity in Interaction Studio (Legacy)
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1. Open the journey canvas then press Shift + Alt and click the activity.
2. Click Copy.
SEE ALSO:
Data View: Journey Activity
Message Activities
Messaging activities include email, SMS, LINE message, push notification, inbox message, in-app message, or any other form of content
sent to contacts. To provide a mix of information about your brand or your product, vary the message content. Create message content
before you build a journey.
You can use any data stored in Marketing Cloud, including journey data, for personalization strings. Make sure that the attribute names
used in personalization strings and dynamic content match the attribute names in the data extension exactly. Define a default value for
every attribute so that the personalization string is never blank. If you insert a personalization string and the subscriber attribute isn't
populated, the string is blank in the email. For example, set the First Name field default to Customer so that Dear Customer appears in
the message if that field is blank in the data extension.
Tip: Make sure to map attributes for personalization or dynamic content to the appropriate data source. If you use journey data
and contact data, the values in the journey data are static, while contact data can change.
Considerations
• Each journey version has its own triggered send for each email activity. A new triggered send is created when a new journey version
is activated.
• Triggered send validation compares the email's personalization strings to event data from the journey entry source. Entry source
event data contains the field names and corresponding data types in the journey's entry source data extension.
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• Update email properties, such as Send Classifications or Publication Lists, by editing the email activity.
• Update images, content, and other Email Studio-related components by pausing, publishing changes, and restarting the triggered
send.
– Dynamic subject rules
– Send classifications
– Sender profiles
– Delivery profiles
Journey Builder email activities that use the email do not automatically receive these updates. Implement changes to emails by
updating each email activity while in draft mode, then reactivating the journey. Alternately, update the send on the classic Journey
Builder Sends page.
• When validation errors occur, make sure the email's personalization strings are calling data values included in the entry source data
extension. If the email personalization includes a field that is not in the entry source data extension, email validation can fail.
• Emails using AMPScript can use the Data Extension Lookup() function to interact with data extensions in your account.
• Emails using AMPscript for personalization are not required to call data values found in the event source data extension.
SEE ALSO:
Send Classifications for Marketing Cloud Email
Send Logging in Email Studio
Triggered Emails in Email Studio
Marketing Cloud Connect
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Note: The email’s name becomes the title of the activity unless you provide a custom title. If you don’t provide a description,
the system-generated description is provided.
Tip: For details on creating an email, see Create a Content Builder Email.
Important: When you edit the subject line, you must save the draft again to apply the change to this send.
• Preheader: Text displayed after the subject line when you preview an email. To send a dynamic subject email, select the Insert
Dynamic Content icon next to the subject line.
Important: When you edit the preheader, you must save the draft again to apply the change to this send.
Note: Contacts often don’t proceed in the journey when they’re excluded from a send. Journey Builder excludes contacts
from a send due to factors such as domain exclusion, List Detective, presence on a suppression list, or opt-out list exclusion.
• Domain Exclusions: Select a data extension that contains a list of email domains to exclude from the send. By selecting your
domain exclusion list, the system excludes any email addresses that use that domain.
• Exclusion Script: To exclude subscribers from the send, enter AMPscript logic. Use the exclusion AMPscript function.
• Send Throttling: To set a maximum quantity of emails that can be sent each hour, select and set a delivery window and an hourly
threshold. This setting requires both values to perform correctly when the journey is activated.
Note: Contacts that remain in the queue longer 72 hours exceed the Triggered Send Expiration Policy and don’t receive
the message.
• Track Clicks: Determines whether the system collects tracking information on the links in an email.
• Suppress From Send Report—Determines whether sends with this activity are included in reports. If selected, sends from this
journey are excluded from reports.
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• Retain Send Log Data: Determines if send data is saved to the SendLog data extension.
• Send Tracking Results to Sales Cloud: Automatically send tracking results to the Sales Cloud. Accounts that use Marketing Cloud
Connect see this option. To send tracking data to Sales Cloud, the contact ID must be related to All Subscribers on Subscriber
Key in the event source data extension. The Contact ID must be the 18-digit Contact ID value created by Sales Cloud and Service
Cloud. The 15-digit version isn’t supported.
Note: This condition is automatically met when using the Salesforce Data Event to admit contacts. Send Tracking Results
to Sales Cloud isn’t available for Transactional Send journeys.
Note: To enable any of these features, contact your Marketing Cloud account executive for more information.
• Triggered Send Name: When you create a Journey Builder email, a triggered send is created. Activating the journey creates the
triggered send definition that the journey’s email activity uses. Triggered Send Name is a system-generated value and can’t be
modified.
• Message Priority: Enables your account to choose the priority of triggered sends. For information about configuring your account
to observe priority, see the Triggered Emails Guide.
• Add a Keyword: A piece of text metadata that is passed through with the email for use in Analytics and tracking.
• Multipart MIME: Determines whether the system sends the message using multi-part MIME. Multi-part MIME provides an HTML
version of the message content to inboxes that can display it and a text-only version to inboxes that can’t render HTML.
• Disable API calls after error threshold reached: An error threshold is a configurable limit that stops a send job when a designated
number of errors occur. This option helps prevent a single error from stopping the entire job. For more information, contact your
Marketing Cloud account executive.
• CC: Sends a copy of the email to the addresses entered in this field. Email addresses in this field are visible to all recipients of the
email.
• BCC: Sends a copy of the email to the addresses entered in this field. Email addresses in this field aren’t visible to recipients of
the email.
SEE ALSO:
Managing Contacts in a Journey Builder Email Activity
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Note: Publication list is a required field. If no publication list is selected, the email activity uses the All Subscribers list. When the
message’s CAN-SPAM classification is transactional, Journey Builder sends an email regardless of subscription status.
Domain exclusions exclude a single domain’s email addresses from a Journey Builder send. For example, use domain exclusions when
a list Journey Builder sends to include employee email addresses from a competitor’s company. By adding the domain in this field, all
email addresses with this domain are excluded from the send, ensuring competitors don’t receive the email.
Note: If your account has subscriber key enabled, the system excludes recipients using the subscriber key value. If your account
doesn’t have subscriber key enabled, the system excludes recipients using email address.
Note: To update AMPscript in an email that is part of a running journey, pause and republish its associated triggered send.
Important: When you edit the subject line, you must save the draft again to apply the change to this send.
6. Make your changes, and click Save and Exit from the Save dropdown menu.
If you edit the message configuration, delivery options, or advanced options, click Summary when you’re done.
7. Click Done.
8. Click Resume.
SEE ALSO:
Things to Know About Journey Builder Triggered Send
SEE ALSO:
Update an Email Activity in a Journey
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Note: Users with standard Marketing Cloud roles can access expanded email activity metrics by default. Users with custom roles
or permission granted at the user level sometimes don’t have access. To gain access, enable the View permission for Reporting in
the Analytics application for your account. Contact your Marketing Cloud administrator for more information. Tell me more
In a Sent, Running, or Stopped journey, access an email message's performance metrics by clicking the email activity in the journey. To
access the Email Performance tile, click View Details.
Click the Contacts tab to review contact-level data for the send, including opens, clicks, bounces, and unsubscribes. Identify individual
contacts by their Contact Key value.
SEE ALSO:
Tracking in Email Studio
Clicks and Opens Behavior
Tracking in Email Studio
Single Send Journeys
Multi-Step Journeys
Note: Users with standard Marketing Cloud roles can access expanded email activity metrics by default. Users with custom roles
or permissions may not have access. To gain access, enable the View permission for Reporting in the Analytics application for your
account. Contact your Marketing Cloud administrator for more information. Tell me more
1. Click an email activity in a running or stopped journey.
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The Send Email Analytics pane displays the Email Performance tile. Detailed email performance analytics appear, including a
configurable date range.
2. For a breakdown of email activity statistics, click View Details.
SEE ALSO:
Tracking in Email Studio
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Important: To create journeys with LINE, select a data extension that has a contact key as the primary key and relate the contact
key to the subscriber key. Ensure that selected contact key has a LINE address ID associated with it. To add Email or SMS activities
to your journey, check that your data extension has email and mobile attributes. Journeys with LINE plus Push or Inbox activities
are not supported.
1. In Journey Builder, drag the LINE Message activity to the canvas.
2. Click the LINE Message activity, and add a name and description.
3. Click New Message.
4. Click the Carousel template and click Select.
Important: You can add up to 10 messages within one carousel, but all messages in a carousel must have the same number
of images, buttons, and fields.
Note: Use a JPEG or PNG image with a maximum 1024-px width. The image URL maximum is 1,000 characters.
6. Add a title to your message. The maximum character count for the title is 40.
7. Enter your message. The maximum character count for messages is 60 characters.
Note: AMPscript can be used in all message fields and does not count toward the character limit.
Note: If the height limitation is exceeded, the lower part of the text display area gets cut off. For this reason, depending on
the character width, the message text may not be fully displayed even when it is within the character limits.
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8. Add buttons to your message. Buttons can take users to a specified URL. Each message must have one button and can have a
maximum of three buttons.
a. Add labels for each button. Button label maximum is 20 characters.
b. Add a behavior for each button.
c. In the Button Action field, add the URL you want the button to take users to when they click. The Button Action URL maximum
is 1,000 characters.
9. To select your background color for each message, click the Design tab and choose your color from the dropdown. You can also
enter a hex code.
10. Click the Message Configuration tab.
11. Select the LINE channel you want to use from the dropdown.
12. Click Save Message and Return.
13. Click Summary.
14. For a subscriber-level preview of your message, click Subscriber Preview.
15. Repeat these steps for each message in your carousel. Click + if you want to add more than 3 messages.
16. Click Save Message and Return.
SEE ALSO:
Preview Mobile Subscriber Details
Create LINE Carousel Messages in Content Builder
Important: To create journeys with LINE, select a data extension that has a contact key as the primary key and relate the contact
key to the subscriber key. Ensure that selected contact key has a LINE address ID associated with it. To add Email or SMS activities
to your journey, check that your data extension has email and mobile attributes. Journeys with LINE plus Push or Inbox activities
are not supported.
1. In Journey Builder, drag the LINE Message activity to the canvas.
2. Click the LINE Message activity, and add a name and description.
3. To access an existing message, click Select Message, and select your message from Content Builder Messages.
4. Click Summary.
5. Next to Message Configuration, click Edit.
6. Select your LINE channel from the dropdown.
7. Click Save Message and Return.
8. Click Summary.
9. To view a detailed version of your message, click Detail View.
10. To get a subscriber-level preview for your message, click Subscriber Preview.
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Note: By default, only one in-app message is shown per app session. You can update this setting in MobilePush Administration.
To see another in-app message, the user has to background or close the app.
1. In Journey Builder, drag the In-App Message activity to the canvas.
2. Click the In-App Message activity, and add a name and description.
Note: If applicable, name your activity. Otherwise, your content name serves as your activity name and is visible in all reports.
SEE ALSO:
iOS SDK for In-App Messaging
Android SDK for In-App Messaging
Configure an Existing Content Builder In-App Message in Journey Builder
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Note: If applicable, name your activity. Otherwise, your content name serves as your activity name and is visible in all reports.
Note: When you use a data extension as an entry source in Journey Builder, you can add personalization strings in the subject
line or CloudPage.
Warning: If you copy an existing Inbox message, be sure to update the End Date to reflect your desired message parameters.
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Important: To create journeys with LINE, select a data extension that has a contact key as the primary key and relate the contact
key to the subscriber key. Ensure that selected contact key has a LINE address ID associated with it. To add Email or SMS activities
to your journey, check that your data extension has email and mobile attributes. Journeys with LINE plus Push or Inbox activities
are not supported.
Note: To create LINE messages, your account must have LINE channels enabled. To learn more about how to get LINE access and
channels, contact your Marketing Cloud account representative.
1. In Journey Builder, drag the LINE Message activity to the canvas.
2. Click the LINE Message activity, and add a name and description.
3. Click New Message.
4. Click the Multi-Content Message template and click Select.
5. Click Add Content and choose the element you want to add. You can add up to 5 elements to your message.
Note: If you use AMPscript in media URL fields, verify in Subscriber Preview that it renders a URL.
• To add an image, click Browse or add a URL and enter alt text for your image.
Note: Use a JPEG image with a maximum 1024-px width. The image URL maximum is 1,000 characters.
• To add a video, click Browse or add a URL. Do the same for the Preview field.
Note: A wide or tall video may be cropped when played in some environments. It is a best practice to keep your video
files under 1 minute or 10 megabytes and to use a URL if the file is over 3 megabytes.
• To add an audio file, click Browse or add a URL, and enter the required duration of your audio file.
Note: It is a best practice to keep your audio files under 1 minute or 10 megabytes and to use a URL if the file is over 3
megabytes.
• To add an Imagemap, select a layout and add a URL and behavior for each section of your layout.
• To add a Sticker, select from sticker packages in the top row, and then select the individual sticker.
6. When you are done entering the elements of your message, click Save Message.
7. Click the Message Configuration tab.
8. Select the LINE channel you want to use from the dropdown.
9. Click Summary.
10. For a subscriber-level preview for your message, click Subscriber Preview.
11. Click Summary.
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SEE ALSO:
Preview Mobile Subscriber Details
Important: To create journeys with LINE, select a data extension that has a contact key as the primary key and relate the contact
key to the subscriber key. Ensure that selected contact key has a LINE address ID associated with it. To add Email or SMS activities
to your journey, check that your data extension has email and mobile attributes. Journeys with LINE plus Push or Inbox activities
are not supported.
Note: To create LINE messages, your account must have LINE channels enabled. To learn more about how to get LINE access and
channels, contact your Marketing Cloud account representative.
1. In Journey Builder, drag the LINE Message activity to the canvas.
2. Click the LINE Message activity, and add a name and description.
3. To access an existing message, click Select Message, and select your message from Content Builder Messages.
4. Click Summary.
5. Next to Message Configuration, click Edit.
6. Select your LINE channel from the dropdown.
7. Click Summary.
8. To view a detailed version of your message, click Detail View.
9. To get a subscriber-level preview for your message, click Subscriber Preview.
10. Click Done.
Important: If Custom Key functionality is enabled for the MobilePush, navigate to the Advanced Options section to input Custom
Key values.
1. In Journey Builder, drag the Push Notification activity to the canvas.
2. Click the Push Notification activity, and add a name and description.
Note: If applicable, name your activity. Otherwise, your content name serves as your activity name and is visible in all reports.
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Note: If you insert personalization strings or AMPscript, the number of bytes used is not available.
7. To personalize the content of your message, click inside the Message field, and select contact attributes from the personalization
dropdown menu.
8. Optionally, add media to your message.
• Insert a URL or AMPscript, or select media from the Content Builder library.
Note: If you use AMPscript in this field, verify in Subscriber Preview that it renders a URL.
10. Preview your message. Use the device and view dropdowns to see how your message renders.
11. Click Save.
12. Next to Message Configuration, click Edit.
13. Select the app you want to use.
14. Click Delivery Options.
• If you enabled Custom Sound for your app, select which sound to play when a push message arrives.
• Select whether to update the number of unread messages displayed on the iOS icon for this app when you send the message.
• To associate this message with a campaign, click Add Campaign Association and select the campaign.
SEE ALSO:
Create a Push Notification in Content Builder
Preview Mobile Subscriber Details
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Note: MobilePush Messages are the legacy messages of Journey Builder push notifications that were created in the MobilePush
app. Push notifications are now created in Content Builder and can be selected from the Content Builder tab in the push
notification activity in Journey Builder.
Note: Referencing other Content Builder content in blocks returns table and HTML wrappers instead of text. To reference this
content, use code snippets. See ContentBlockbyID.
Note: To send SMS from a journey, the normalized phone number (country code + phone number with no dashes or parentheses)
is required in your data extension. Locale field isn’t required to send an SMS from Journey Builder. The field type must be Phone.
1. In Journey Builder, drag the SMS activity to the canvas.
2. Click the SMS activity.
3. Click New Message.
4. Enter the message.
• To find hidden non-GSM characters like unicode straight quotes that can be included when pasting text from another source,
select Highlight Non-GSM.
• To combine messages beyond 160 characters into one, check Concatenate Message.
Note: Message concatenation isn’t available in all markets, including the United States. The concatenate option only
displays when you select a short or long code for a location that allows concatenation. Click here for more information
about message concatenation.
• To shorten a URL, click Shorten URL, paste your URL, and click Apply. If you use Google UTM parameters to track links, UTM
parameters are applied when you shorten a URL.
Note: A From Name sends the message to a customer’s mobile device as if your business is one of the customer’s contacts.
Recipients can’t directly respond to a message from a From Name.
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Note: If a contact doesn’t have a valid mobile number, MobileConnect attempts to deploy the send to the priority one number
stored on a given contact record.
12. To acknowledge that you allow your customers to opt out, read and agree to the Opt-Out Availability Policy.
13. If you choose to subscribe all contacts to a keyword, confirm subscriber opt-in.
If users are already unsubscribed from a keyword, this action doesn’t resubscribe them.
Note: If you don’t set a campaign name in Delivery Options, campaign names aren’t included in tracking.
Note: If you use Google Analytics 360, the UTM parameters you applied are appended when you activate the journey. Tracking
results include any last-minute changes you make.
SEE ALSO:
Preview Mobile Subscriber Details
Create an SMS Message in Content Builder
Note: To send SMS from a journey, the normalized phone number (country code + phone number with no dashes or parentheses)
is required in your data extension. Locale field isn’t required to send an SMS from Journey Builder.
1. In Journey Builder, drag the SMS activity to the canvas.
2. Click the SMS activity, and add a name and description.
3. To access an existing message, click Select Message, and select the type of message: Content Builder or SMS Messages.
4. Select the message to send and click Edit Selected Message.
5. Configure the SMS activity.
6. Click Save Message and Return.
7. For a subscriber-level preview for your message, click Subscriber Preview.
8. Click Done.
Note: Referencing other Content Builder content in blocks returns table and HTML wrappers instead of text. To reference this
content, use code snippets. See ContentBlockbyID.
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Template Messages
Template messages are transactional. Some examples of template messages include:
• Shipment notifications
• Order confirmations
• Booking or event reminders
• Abandoned cart reminders
• Loyalty program information
• Finance account and balance details
• Reservation and ticket updates
• Transportation updates
Every template message requires WhatsApp approval. The WhatsApp Template message creation and approval flow is managed in Chat
Messaging Setup. Approved templates appear in Marketing Cloud Content Builder.
Examples of approved templates:
• Welcome {{1}}. What company do you work for?
• Your {{1}} appointment is coming up on {{2}}.
• Your {{1}} appointment is coming up on {{2}}. Reply with {{3}} or {{4}}.
• Unfortunately your pending booking didn’t go through. No charges were made to your bank account. You can try to rebook the
hotel again. We sincerely apologize for the inconvenience.
Examples of rejected and improved templates:
• Rejected: Reminder: {{1}}.
• Rejected: {{1}} was added {{1}}, {{2}}!
• Rejected: Ready! Thank you for your purchase of {{1}}. You can find your receipt at {{3}}. Download the App and get a $10
credit {{4}}.
– Revised and approved: Thank you for your purchase of {{1}}. You can find your receipt at {{2}}.
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• Rejected: Hi {{1}}! Not sure how to activate your Prepaid Card? It’s quick and easy! Get your new Prepaid Card in your pocket and
start to enjoy all the advantages! Access at {{2}}.
– Revised and approved: Hi {{1}}! Our records show that your new Prepaid Card is delivered. Reply “ACTIVATE” to activate your
card now.
• Rejected: “...trying to touch base with you over text as I couldn't connect with you either by phone or email...”
• Rejected: Thank you for your booking. Now refer your friends and earn credits. Ask your friends to book with code {{1}}.
Note: {{1}}, {{2}} are personalization fields. WhatsApp only checks the remaining content. After the template is approved,
you can edit these fields with personalization strings in Content Builder.
Session Messages
Session messages are responses to user-initiated conversations. When a user sends a message to your WhatsApp channel, you can
respond to them without using a template. Session messages are free-form messages and don’t need approval. Session messages have
many different uses. Brands can auto-reply to users with welcome messages, ask them their preferences to capture personalization
details, navigate them to a product, or send questions about a product.
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Note: If you’re already logged into your Marketing Cloud account, log out, and then log back in to see the updates.
5. After you authenticate your account, your screen looks like this.
6. Click Install.
7. Agree to the Salesforce Terms & Conditions.
8. In the Access tab, select which user for this package.
9. Log out of your Marketing Cloud account. Then log back in.
10. Ensure that you see Chat Messaging Setup in the App Exchange dropdown.
Note: This screen lists your provisioned and pending accounts. This screen is empty the first time you see it.
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Note: Your Facebook Business Manager ID must align with your channel names. For example, if you have a Facebook Business
Manager named NTO Taiwan, you can’t create channels named NTO HK or NTO Singapore. Using a more generic name, such
as NTO, lets you use all types of channel names with that ID.
7. Click Submit.
8. The system sends a verification notification to Facebook Business Manager. To validate your account, click this message in Facebook
Business Settings Requests.
9. Verify your account in Facebook Business Manager. Facebook Business Manager ID is required. If you have a Business Manager
account, locate your ID Business Settings Business Info in the Facebook Business Manager Console.
a. Click Business Settings.
b. Click Security Center.
c. Click Start Verification.
Note: If you haven’t properly validated your account, the Start Verification button is disabled.
Note: This screen lists your provisioned and pending accounts. This screen is empty the first time you see it.
Note: If you want to change your channel name after initial creation, contact [email protected] to request a change.
Tip: You can use your own phone number for the channel if it’s not associated with another WhatsApp account. Or, you
can have Sinch supply a phone number. Sinch number provisioning varies by country and is subject to change. See the
table in this topic for details.
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4. Within 10 minutes, enter the two-factor authentication that you received via text or call.
5. Click Submit Request.
If your country isn’t listed, contact your account executive.
Brazil Yes
Canada Yes
Colombia No
France Yes
India No
Indonesia No
Israel Yes
Italy Yes
Lithuania Yes
Malaysia No
Mexico Yes
Peru Yes
Philippines No
Poland Yes
Portugal Yes
Russia Yes
Singapore Yes
Spain Yes
Sweden Yes
Taiwan No
Thailand Yes
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After your channel is approved, you can start creating template or session messages.
Note: After a template is approved, you can’t edit it. Instead, submit a new template message for approval. You can share an
approved template across WhatsApp channels but not across business units.
1. In the left navigation, click Message Templates.
2. Click New Template.
3. Select a registered account from the dropdown.
4. Name your template.
5. Select a Template Category from the dropdown.
6. Select the language from the dropdown.
7. Complete the Message Content section.
a. Add an optional header.
b. Complete the Message Body section.
c. Add an optional footer.
d. Add optional buttons.
Tip: If you include a URL in your template message, ensure that your URL has a valid landing page and belongs to your business.
Templates with invalid URLs are rejected.
You can view the status of your submitted templates in the Message Templates screen, and then create your audience to send your
WhatsApp messages to.
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2. In the dropdown, select Chat Messaging, and then select WhatsApp Template Message.
3. To see your approved templates, click Browse.
4. Select the language you want to use, and click Next.
5. Select the variables to use in your message.
Note: After approval, you can add only variables to templates. You can’t edit the rest of the message.
Note: Though templates and headers are approved through WhatsApp, ensure that any personalization or variables don’t
exceed the 60-character limit for headers and the 1,024-character limit for messages. Facebook rejects messages that
exceed limits.
Note: You can’t use Journey Builder Engagement Splits and Campaigns with WhatsApp messages.
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Note: Session messages are limited to 4,096 characters, including personalization and emojis. Facebook rejects messages
that exceed these limits.
Note: If you’re using an AMPscript string, define it within the personalization fields.
Note: You can’t use Journey Builder Engagement Splits and Campaigns with WhatsApp messages.
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5. Click Summary.
6. Click Done.
7. Drag the WhatsApp Message activity onto the canvas.
8. Add an activity name and description.
9. Click Select Message.
10. In the Content Builder Messages screen, select the session message you want to use.
11. Click Summary.
12. Next to Message Configuration, click Edit.
13. Select the App Channel channel you want to use from the dropdown.
14. Click Summary.
15. Click Done.
16. Configure the rest of your journey, and click Activate.
Note: If you create a draft version of this journey while the previous version is still running, the Inbound Chat entry source is in a
read-only state. To edit the entry source, stop the first journey. Alternatively, you can delete the Inbound Chat entry source in the
draft version and replace it with a new Inbound Chat Entry Source.
Note: Sends, deliveries, read, and failed statuses are aggregated and reported via the Salesforce platform.
Note: : If using wild cards in your file name, only use trailing ones. For example,
test_mo_log_%%Year%%%%Month%%%%Day%%.zip
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b. Channel ID: The phone number for your WhatsApp channel. Use the country code and phone number with no symbols.
c. Channel Type: WHATSAPP
d. Include MOLog: Provides a raw data file with inbound messages from customers.
e. Include Tracking Detail: Provides detail disposition for Sends and the corresponding Inbound Tracking. If you choose to not
include tracking detail, some delivery receipts aren’t included if they’re near the end of the set sending time period. If you use
a rolling range, you get a complete data set.
f. Include Potential Bounces: WhatsApp doesn’t provide unsubscribe information. If a user hasn’t received a message three times
in the last 30 days, they’re counted as bounced users. It’s possible bounced users opted out and blocked the brand’s WhatsApp
channel.
Note: Use the same file naming pattern you used when you created the Data Extract Activity.
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JBDefinitionID Unique identifier for the journey a message was unique identifier
deployed from
DateCreatedUTC UTC date and time the inbound message was datetime
received in the Marketing Cloud
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FirstDateUTC UTC date and time of first send without delivery datetime
tracking
LastDateUTC UTC date and time of last send without delivery datetime
tracking
Error Description
MEDIA_TOO_LARGE The media used in the message is above the 5-MB limit specified
by WhatsApp.
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Error Description
• Parameter format doesn’t match format in the created
template.
DELIVERY_REJECTED_DUE_TO_POLICY Message failed to send because there are restrictions on how many
messages can be sent from this phone number. This failure can
occur if too many messages were blocked or flagged as spam.
SEE ALSO:
Review Undelivered Messages
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Important: Campaign Source, Campaign Medium, Campaign Name, sfmc_activityID, and Campaign ID parameters are tracked
for SMS activities. Campaign Term, Campaign Content, and Subscriber ID are not tracked.
1. In Journey Builder, open an active journey, and click an SMS activity.
The SMS Activity drawer opens.
2. To open the analytics tile, click Analytics 360 Goals Summary.
3. Click View Details.
To access mobile message performance metrics in a running journey, click a configured mobile activity.
To view configuration details, click a mobile activity in a running journey and select Summary from the dropdown.
Note: Mobile activities in a running journey can’t be edited. To edit a mobile activity in a running journey, create another version
of the journey.
Tracking for SMS, LINE message, in-app message, and push notification activities is also available on the MobileConnect, GroupConnect,
and MobilePush Overview screens.
SEE ALSO:
Review Specific Message Activity
Journey Versions
Account, App, and List Statistics
Note: Single Send journey activities are auto-populated on the canvas. The builder panel is not shown.
Split Activities
Split activities divide contacts into separate cohorts that follow different paths. The split allows each cohort to receive a different set of
subsequent activities. For example, you want to separate the contacts in a journey into two groups by age: contacts who are older than
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35 and contacts who are younger than 35. Place a decision split after the entry event, or any activity in a journey, to prompt Journey
Builder to evaluate each contact’s data. In this example, Journey Builder sorts contacts by age. It funnels contacts who are older than 35
into one branch of the split and contacts who are younger into the other branch.
Note: Custom split activities that use a data decision can allow a True or False (Boolean) decision, or a multiple-answer decision.
Multiple-answer decisions send contacts down more than two decision branches. In other words, a custom activity can segment
the audience into two or more paths based on the purpose of the activity.
Note: If no rows for the associated contact key exist, a new row is added. If there are one or more existing rows for the associated
contact key, existing rows are updated. New rows are not added.
Note: Only sendable data extensions can be used with this activity.
Custom Activities
The marketer or the marketer's organization fully configures custom activities. Examples of custom activities include custom messaging
through uncommon channels or custom data update activities such as an evaluation of only specified data fields on contact records.
For more details about developing custom activities, see Journey Builder API.
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SEE ALSO:
MobileConnect and Journey Builder
MobilePush and Journey Builder
Marketing Cloud Connect
Configure the Journey Builder Activity in Interaction Studio (Legacy)
Note: The Join activity isn’t shown as an Activity Type. Instead, when a Join activity sends a contact from one path to another,
the next activity in that path is shown. Check the journey to see a contact's path after a Join activity and confirm the contact's
route.
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CONTACTDECISION The contact reaches a decision split and is sent down one of two
or more paths depending on the activity's settings.
Look for the next activity this contact reaches to find out which
path the contact took.
Trigger The journey is evaluating contacts to see whether they meet filter
criteria.
undefined This type isn’t an activity. This message shows when the contact
isn’t in the journey yet.
The value shown in the Status column shows the state of the
journey.
StopInteractionActivity The contact exited the journey. Check the status column to see if
this contact met goal criteria before reaching the exit.
RANDOMSPLIT The contact was sent down one of two or more paths at random
based on this activity's specific configuration.
REST This type is an activity that was built via REST API. The person who
created this activity added the Activity Name.
GoalCriteriaActivity The journey is evaluating the contact against the journey's goal
criteria. Journey Builder checks goal criteria for every contact before
sending them to the subsequent activity.
When a contact meets goal criteria, and goal criteria has been set
as exit criteria, the contact exits the journey. Check the Status
column for specific information.
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1.
Tip: To copy a group of activities, select activities that adjoin one another on the canvas.
1.
To select one or more activities to copy, click .
2. Click one or more adjoining activities to copy.
3. Click Copy Selection.
4. Drag the copied activity or group of activities from the Copied Activities Clipboard onto the canvas.
Note: The Copied Activities Clipboard is not saved when you navigate away from the journey.
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5. Click Split.
6. Select the percentage of contacts to send on each path.
To include more paths in your testing, click Add Path.
7. Click Holdback.
Important: The Holdback feature is only available when you use a Data Extension entry source set to Run Once.
8. Select the percentage of contacts to include in the test. The rest of the contacts wait in the Holdback group until a winner is selected,
then enter the journey on the winning path.
Tip: To allow the system time to track engagement for all preceding messages, add a wait activity after the last message
included in the test.
9. Click Done.
10. Activate your journey.
11. Click the Path Optimizer activity.
12. Review Test Summary.
13. For Email Engagement tests, review the results of your running test. These results include all email metrics, which path is in the lead,
and elapsed time of the test. To end the test early, click Select Winning Path. Select the winning path, and click Select Winner.
Note: The test duration is the sum of the evaluation period you select and the length of the longest path including wait
activities.
14. For Manual Engagement tests, click Select Winning Path. Select the winning path, and click Select Winner.
15. Click the Analytics dropdown, and select Summary to view the activity configuration.
After the test is complete, the activity shows Test Summary metrics that are snapshots of test stats at the time the winner was selected.
Also, Post-Test Performance stats show elapsed time, how many contacts passed through, and engagement metrics after the winner
was selected. This information allows you to compare performance for ongoing optimization of your journey.
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Note: If you copy a journey with a Path Optimizer activity and you select a winning path, only that winning path remains in the
copied journey. If you didn’t select a winner, all potential paths copy into the new journey.
SEE ALSO:
Data Extension Entry Source
Wait by Duration
Use the Wait by Duration activity to provide a consistent experience for all contacts processing through a journey. A wait ends after a
specified amount of time elapses with the default duration of 1 day. To customize duration, you can add an expiration time and a time
zone. When a contact reaches the activity, the expiration date and time of the wait duration begins at the time they entered. A contact
who reaches this activity after the specified end time remains in the activity until the following day at the configured end time.
Wait by Attribute
Use the Wait by Attribute activity to hold contacts until the day and time value stored in a contact’s date-based attribute that you select.
If the specified day and time passes before the contact reaches the wait activity, or if the attribute value is missing, the contact immediately
proceeds to the next activity.
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Note: By default, one Wait by Duration activity is on the canvas and configured to a duration of 1 day.
4. To specify an end time, select Extend wait duration until specific time. Then choose the time and time zone.
5. Click Done.
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Example: Northern Trail Outfitters (NTO) previously set up a journey to send messages to customers who buy shoes from their
company. Every time a customer purchases a pair of shoes online, NTO sends them a confirmation message. Then NTO sends
another message to follow up on the order and ask the customer to complete a review 3 days later. In the journey’s second version,
NTO wants to ensure that the product review message is sent after 9:00 AM.
After creating another version of the Shoe Sales Email Series journey, the marketer edits the Wait By Duration activity that follows
the Purchase Confirmation email. Then the marketer adds an end time of 9:00 AM and sets the time zone to (GMT-05:00) Eastern
Time (US and Canada). Then the marketer configures the rest of the journey and clicks Activate.
• In scenario one, a customer enters the Wait By Duration activity on Monday at 8:00 AM. The wait duration is observed, which
equates to Thursday at 8:00 AM. The wait then ends on the next instance of 9:00 AM, which is Thursday at 9:00 AM, at which
point the contact proceeds to the next activity.
• In scenario two, a customer enters the Wait By Duration activity on Monday at 9:30 AM. The wait duration is observed, which
equates to Thursday at 9:30 AM. The wait then ends on the next instance of 9:00 AM, which is Friday at 9:00 AM, at which point
the contact proceeds to the next activity.
SEE ALSO:
Configure a Wait Until Date Activity
Configure a Wait by Attribute Activity
Note: You can’t select the current date. To set a wait time for the current date, use the Wait by Duration activity.
SEE ALSO:
Configure a Wait by Duration Activity
Note: If the attribute is part of contact data, it can be continually updated and appended. Depending on the journey’s entry
settings, contacts sometimes continue in the journey when new data is added to the data extension. When new data is added,
the wait activity’s duration doesn't change based on the new data. The wait time is determined at the moment the contact reaches
the wait activity. To allow contacts to proceed based only on the attribute’s value when the contact entered the journey, use the
attribute in journey data.
1. Drag the Wait By Attribute activity onto the canvas.
2. Click the activity.
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9. Click Summary.
10. Click Done.
Example: Northern Trail Outfitters is hosting in-store fishing seminars for new anglers. The seminars happen three times per
week. A customer can sign up for a seminar up to 5 days in advance. NTO wants to send a confirmation message at the time of
registration, then wait until 3 days before the event to send a reminder.
NTO's marketer adds a Wait By Attribute activity to the journey. To select the attribute from the contact as they're admitted into
the journey, the marketer goes to Journey Data | Entry: Fishing Seminars and selects SeminarDate. In Wait Interval, the marketer
configures the wait to 3 days before. To ensure that messages are sent at a specific time, the marketer sets the end time to 9:00
AM and the time zone to (GMT-05:00) Eastern Time (US & Canada).
SEE ALSO:
Configure a Wait by Duration Activity
Configure a Wait Until Date Activity
Important: This feature will be made available on a rolling basis through May 2022.
Note: A chat message activity must appear in the journey immediately before this wait activity.
Important: Use the same channel used in the chat message activity.
Note: You can use the same keyword in multiple Wait Until Chat Response activities. A contact can be in multiple Wait Until
Chat Response activities that are listening for the same keyword. In this case, if the contact responds with the keyword, the
contact moves into the next activity following the wait most recently entered. The contact takes the No Response path for
any other Wait Until Chat Response activity.
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8. Set the maximum wait length in the number of days, weeks, or months.
9. Click Summary.
10. Click Done.
SEE ALSO:
Wait Activities in Journey Builder
Marketing Cloud WhatsApp Chat Messaging
Important: If you copy an existing journey and change the copied Wait Until API event, this action impacts other journeys or
versions.
1. Drag the Wait Until API Event activity onto the canvas.
Note: The system adds a no-event path to the canvas for contacts who don’t respond.
Note: You can use Contact data or journey event data for the filter. Journey event data is the data related to the API event
you chose rather than the journey’s entry source.
5. Click Done.
6. Click the Maximum Wait Duration tab and set the maximum time that contacts are held in this activity before taking the no-event
path.
Tip: Don’t forget to configure the no-event path. You can re-engage customers or have them exit the journey.
SEE ALSO:
Create a Filter
Journey and Contact Data
Admit Contacts Via API
API Event Entry Source Use Case
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Important: This feature will be made available on a rolling basis through May 2022.
1. Create a push notification in Journey Builder, or configure an existing Content Builder push notification.
2. Drag the Wait Until Push Engagement activity onto the journey canvas immediately after your configured Push Notification
activity.
3. Click the Wait Until Push Engagement activity.
4. Click Edit in the Maximum Wait Duration tab.
5. Select your duration.
Note: Select a wait duration of up to 7 days or 168 hours. If the engagement event doesn't occur within this period, the
contact follows the No Event path.
Important: This feature will be made available on a rolling basis through June 2022.
1. Create a push notification in Journey Builder, or configure an existing Content Builder In-App Message.
2. Drag the Wait Until In-App Engagement activity onto the journey canvas immediately after your configured In-App Message
activity.
3. Click the Wait Until In-App Message Engagement activity.
4. Select the engagement type to listen for.
• Display
• Dismiss
• Button Click
Note: Select a wait duration of up to 7 days or 168 hours. If the engagement event doesn't occur within this period, the
contact follows the No Event path.
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Example: A marketer at Northern Trust Outfitters (NTO) wants to send a holiday coupon offer message to NTO customers. The
marketer intends to send an email message when customers enter the journey and measure engagement. Then the marketer
wants to send another email to customers who don’t open the first one. To ensure that all customers in the journey get the message,
the marketer uses an engagement split activity.
Decision Split: Determines a contact’s journey path based on their data attributes. For instance, to customize the experience for silver,
gold, and platinum-level customers, you can use a decision split.
Example: A marketer for a healthcare provider prepares a journey for its patients in three different US states. The healthcare
provider sends different messages to patients depending on their state of residence. The healthcare provider uses a data extension
that contains user information for all users in the tri-state area as its entry source. The marketer creates a separate data extension
called StateOfResidence that includes only contact ID and state of residence for each contact.
Random Split: Selects the journey path for each contact randomly. You determine the percentage of contacts assigned to each path.
Example: A regional grocer wants to encourage more customers to subscribe to their weekly specials email messages. As an
incentive, their marketer creates a campaign to send $10 off certificates to 20% of new subscribers during the month of June. They
create two versions of their subscription confirmation message; one with the certificate and one without. Then they create a
journey that includes a random split. They configure the split so that 80% of contacts receive the confirmation messages without
a certificate and 20% receive the certificate.
Einstein Scoring Split: Customize contact’s journey based on specific engagement levels or personas. For more information, see the
Einstein Engagement Scoring Personas help page.
Einstein Frequency Split: Segments contacts automatically, then sends each contact on a split path based on the engagement frequency
that’s individualized for them.
Join Activity: Merge contacts from two or more paths into a single path.
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SEE ALSO:
Einstein Engagement Scoring Personas
Note: Mailto links aren't supported. When you track clicks, all message links, engagement results include clicks that unsubscribe
or update profile links.
Important: The term Open refers to when a subscriber clicks a link in an email. If a subscriber has images disabled in their inbox,
opens related to that image aren't recorded. If this subscriber clicks a link in the same message, it’s counted as an open.
1. Drag the engagement split activity onto the canvas.
At least one email activity must precede the split.
6. Click Summary.
7. Click Done.
8. To view Yes and No paths, hover over the path beneath the configured activity.
Tip: After configuration, you can hover over the activity to view details.
SEE ALSO:
Get Started with Content Builder
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Tip: To help you decide where and how to store data to use in decision splits, see Journey and Contact Data.
Tip: We recommend that you use a name that describes its purpose.
Example: A marketer sets up a decision split to divide Active Subscribers, Lapsed Subscribers, and Subscribers with an Abandoned
Cart Transaction. The goal of the split is to separate customers and subscribers who are actively engaged with the brand from the
customers who aren't. Apart from these two cohorts, the marketer wants to send messages to any customer with an Abandoned
Cart transaction. This setup evaluates each contact for active subscribers first, lapsed subscribers second, and then for any subscriber
who abandoned a purchase.
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SEE ALSO:
Linked Data Extensions in Journey Builder
Journey and Contact Data
Connect a Data Extension for Decision Splits
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SEE ALSO:
Journey and Contact Data
Configure a Decision Split
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Note: Contact Builder doesn't limit data that is accepted into data extensions according to data type. Not all records in a data
extension meet a data value condition set when setting restricted values. Contacts that don't meet restricted values conditions
are sent down the Remainder path.
SEE ALSO:
Get Started with Contact Builder
Data Designer in Contact Builder
Create an Attribute
Note: The Done button is disabled until all paths in the split are unique.
Example: A marketer wants to send targeted communications to military service members based on their branch affiliation. The
marketer uses a data extension that includes a contact attribute that contains each branch of the military. When configuring the
split, the marketer drags the Military Branches attribute into the filter expression. In this example, the marketer standardized the
list of values available in the dropdown menu by configuring restricted values. So the marketer selects Army and configures the
rest of the path. After configuring the first path, the marketer follows the steps to make a copy and configure it for the Navy. Then
the marketer repeats the process to configure paths for the other branches of the military.
Note: If the path you moved was named, it keeps its name. If the path you moved wasn't named, it takes the name of the
path it replaced.
Example: After configuring a Decision Split, a marketer realizes that subscribers who abandoned a purchase could also meet the
criteria for Active Subscribers or Lapsed Subscribers. The current configuration would separate these subscribers regardless of
whether they meet the criteria for Abandoned Cart. The marketer decides to move the Abandoned Cart path to the first position
in the split. The marketer follows these steps to reorganize the split. As a result, contacts are evaluated according to the value in
the Abandoned Cart attribute first, then for Active Subscriber and Lapsed Subscriber attribute values. This evaluation lets the
marketer send targeted communication to subscribers who abandoned a purchase regardless of the subscribers' status.
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3. Use the slider to set the contact distribution percentage for each path.
To ensure that the sum of all paths equals 100, Journey Builder adjusts the values that you enter.
4. Click Done.
Example: To test new creative content in Northern Trail Outfitters’ (NTO) email messaging, a marketer adds a random split activity
with three paths to a journey. The marketer sets up two paths to use as test groups and sets distribution for the first path at 20%.
This path includes an email activity with the new creative content. The remaining 80% of contacts follow the second path, which
includes an email activity with existing content.
When a contact reaches the random split activity, that contact has a 20% chance of being assigned to one of the 10% paths. The
same contact has an 80% chance of following the remainder path. After numerous contacts enter the journey, the marketer uses
journey analytics to understand which path contains creative content that drives greater sales.
3
Rights of ALBERT EINSTEIN are used with permission of The Hebrew University of Jerusalem. Represented exclusively by Greenlight.
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Note: Multiple join activity endpoints can be dragged to the same point on a destination path. Or drag the join activity
endpoint to a different point on this or another destination path according to the journey’s purpose.
4. To configure the split, click Add Path next to each of the segment paths to include.
a. When you add the Almost Saturated path, select the appropriate saturation limit that indicates which contacts on this path
reached saturation.
5. Click Done.
To view your configured paths, hover over the split activity or any path. To update the activity’s configuration, stop the journey, then
add or remove a path. When you remove a path, all activities on the path are removed, too.
SEE ALSO:
Einstein Engagement Frequency
The Einstein Engagement Frequency Dashboard
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When the Frequency Split is used in a Single Send Journey, only two paths appear.
1. In Journey Builder, open an active journey, and click a Frequency Split activity.
The analytics drawer opens.
2. To see a list of all contacts that reached the activity, when, and which contacts were assigned a personalized path, click View Details.
3. To access a summary view, select Activity Summary.
SEE ALSO:
The Einstein Engagement Frequency Dashboard
SEE ALSO:
Activate Einstein Send Time Optimization
Einstein Send Time Optimization Dashboard
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For example, a marketer named Alex sets up a journey with one email message containing a coupon offer for new customers. When
customers make an online purchase and opt in to receive offers from Alex’s company, completing the transaction enters each customer
in Alex’s journey.
The first customer enters the journey Monday evening at 8:34 PM after purchasing and opting in. Einstein Send Time Optimization’s
analysis determines that the customer is most likely to engage with email messages from 4:00–4:59 PM. So, the journey sends this
customer Alex’s coupon offer email at 4:00 PM on Tuesday, the day after the customer opted in.
A second customer enters the journey at 10:07 PM on Monday night. Einstein STO determines that the customer is most likely to engage
with email messages from 10:00–10:59 PM. Because the customer reached the activity during the same hour Einstein identifies as best
for sending, Einstein chooses the next best hour to send to this customer. STO analysis shows the next best hour as 7:00 AM. Thus, the
journey sends the coupon to this customer at 7:00 AM on Tuesday morning.
A third customer enters the journey at 10:12 PM on Monday night. Einstein STO analysis shows that this customer is most likely to engage
with push notifications from 11:00–11:59 PM. So, the journey sends the coupon offer to this customer via push message at 11:00 PM
the same night. Einstein doesn’t send the message at 11:12 PM--exactly one hour after the contact entered the journey-- because Einstein
STO sends always occur at the beginning of the best scoring hour for each customer.
Tip: Add an Einstein Send Time Optimization activity before each email or push notification activity.
1. Drag the Einstein STO activity to a position immediately before the email or push notification activity you want to optimize.
2. Click the activity.
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Note: When a contact reaches the activity, the contact is eligible to be sent your message beginning in the first minute of
the next full hour. Messages are sent only at the beginning of the best hour to send, even if a contact reaches the Einstein
Send Time Optimization activity later during the hour.
4. To include a control path to test your send time optimization against, use the Random Send Option.
5. Click Done.
Note: The Einstein STO activity doesn’t support the SMS activity.
SEE ALSO:
Einstein Send Time Optimization Dashboard
Einstein Send Time Optimization Dashboard
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Tip: Use this advertising account only with the advertising network that you select here.
SEE ALSO:
Get Started with Advertising Audiences
Add Audience Activity to Journeys
Note: The Advertising Campaigns activity supports Facebook only. The Advertising Audience activity supports multiple social
networks.
Considerations
• To access this activity, enable Marketing Cloud Advertising and Journey Builder in your Marketing Cloud account. Contact your
account executive if your account does not include access to this feature.
• How often your advertisement displays on social media sites depends on many factors, such as your campaign budget and the size
of your audience.
• Campaigns built using this activity optimize toward daily unique reach.
• Edit the activity any time before journey activation. The campaign does not begin until the journey is active.
• To edit the activity while a journey is in progress, create a new journey version. You can adjust settings such as campaign name and
budget, but you can’t modify campaign creative in Journey Builder.
• To increase reach for smaller audiences, a larger advertising spend can be necessary. When there are more people in an audience,
there is a greater chance that the advertisement is delivered to audience members in their newsfeeds.
SEE ALSO:
Create a Journey Builder Advertising Campaign
Add Audience Activity to Journeys
Update a Contact
Update or modify a Marketing Cloud contact record in Journey Builder using the update contact activity.
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Use the update contact activity to modify a contact attribute value when a contact reaches this activity in a journey. You choose a
sendable data extension and set a static value that overwrites this value for each contact that reaches the activity. Date attributes provide
the option to use the current time in Central Standard Time.
Note: If no rows for the associated Contact Key exist, a new row is added. If there are one or more existing rows for the associated
Contact Key, existing rows are updated and no new rows are added.
1. Drag the activity onto the canvas.
2. Click the activity.
3. Click Select Data Extension.
Note: Selecting the same data extension that the journey's entry source uses is not recommended.
4. Select the data extension that contains the attribute that the journey modifies.
5. Click Attribute Value.
6. Select the attribute to modify.
The data extension’s attributes are prepopulated in the dropdown menu.
Note: When a data extension has only a single field that is used as the primary key, you can’t modify it.
7. Add the static value or select the date if the attribute is date-based.
a. To apply a timestamp at the time each contact reaches the activity, select Use current time for date-based attributes.
Note: This activity does not observe Daylight Savings Time. Selecting Use current time adds the current time in Central
Standard Time.
SEE ALSO:
Contact Builder in Marketing Cloud
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To update each customer’s loyalty program level, NTO configures their customer journey by placing an update contact activity after a
Wait Until Attribute activity. NTO sets the Wait Until Attribute activity to use a Date-Based Attribute and selects the JoinDate attribute.
NTO then sets the wait interval as 12 months after each contact’s join date.
After setting up the Wait Until Attribute activity, NTO selects the CustomerLoyalty data extension in the update contact activity. NTO
selects the Loyalty attribute from the CustomerLoyalty data extension and types in Bronze as the value to add. The Loyalty attribute is
thus updated one year after a customer makes a purchase.
Note: Activities are asynchronous. It’s possible that the update to Sales Cloud isn’t instantaneous depending on how many
updates to Sales/Service Cloud you’re making. Allow up to 24 hours to process the update. We only retry failures with the
"UNABLE_TO_LOCK_ROW" errors. We retry up to 10 times for row-locking errors.
The activities use the same version of the Salesforce SOAP API as the Marketing Cloud Connector.
Note: Complete the steps to configure a Sales and Service Cloud activity when you copy them on the Journey Builder canvas.
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Campaign Member activity Creates a connection between campaigns, contacts, and leads,
which helps define a relationship to the status within a campaign.
Use this activity to track important moments of engagement
throughout the journey.
Convert Lead activity Converts qualified leads from the Sales and Service Cloud into a
contact or account. This activity schedules important actions, such
as assigning a lead owner, creating an opportunity or task, and
changing the lead’s conversion status.
Task activity Create a task in Sales and Service Cloud for each Marketing Cloud
contact that reaches this activity. For more information, see
Marketing Cloud Connect.
Account Activity Creates or updates an account in Sales and Service Cloud for each
contact that reaches this activity. If you have a Person Account,
you can create or update both Business and Person Account
activities. To learn more about how to configure activities with
Person Accounts, see Use Person Accounts with Sales and Service
Cloud Activities.
Contact Activity Creates or updates a contact from Sales or Service Cloud using
Sales or Service Cloud data brought into a journey or Marketing
Cloud contact data.
Case Activity Creates a case and associates it to the Sales and Service Cloud
contact that matches the Marketing Cloud contact's ID. Or create
a Sales and Service Cloud contact to associate to the case.
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Lead Activity Creates or updates a lead from Sales or Service Cloud using Sales
or Service Cloud data brought into a journey or Marketing Cloud
contact data.
Opportunity Activity Creates an opportunity record in Sales and Service Cloud. Use
Marketing Cloud contact attributes to populate the fields in the
opportunity record, or populate each record with fixed values you
choose.
Legacy Activities These Sales and Service Cloud canvas activities appear in old
journeys but are no longer available to use in new journeys.
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SEE ALSO:
Journey Builder Sales and Service Cloud Best Practices
Marketing Cloud Connect
3. Map fields using a static value, Marketing Cloud attributes, or fields from other Sales or Service Cloud objects in the journey.
4. If desired, enter a name, and then save.
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For example, a welcome campaign for a new customer uses the Campaign Member activity to update status on the contact record
based on engagement splits. These splits include whether the contact clicked certain links or made a purchase.
Note: When mapping fields, you cannot edit the optional Status field until you select a Campaign ID because different
campaigns can have different statuses.
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3. Map the object fields using a static value, Marketing Cloud attributes, or fields from other Sales and Service Cloud objects in the
journey.
4. Optionally, enter a name, and then save.
Note: Use this activity to convert only qualified leads. Journey Builder does not verify that leads are qualified before conversion.
SEE ALSO:
Lead Conversion Field Mapping
Considerations for Converting Leads
Note: When a Marketing Cloud contact enters the journey, Journey Builder searches the Sales and Service Cloud to find a
matching lead ID. When no lead ID is found, the lead does not convert.
3. Select the owner of this lead record. To tell Journey Builder where to find the record owner, select Map user. Use the mapper to
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Note: Use this activity to convert only qualified leads. Journey Builder does not verify that leads are qualified before conversion.
6. To create an account for each converted lead, choose Always Create a New Account. The Lead Company Name becomes the new
account name.
7. To associate the lead to an existing account, choose Use an Existing Account.
• When selecting Look Up By Lead Company Name, choose how Journey Builder handles multiple Lead records with the same
Lead Company Name. If no records with the same Lead Company Name are found, Journey Builder creates an account.
• When you select Look Up By Account ID, drag a Marketing Cloud attribute onto the Sales and Service Cloud field with a matching
value in an account record field. This mapping is used to identify the correct
ercodr.
8. Click Next.
9. When you set up a task, populate only the fields that contain the same data value for each task
created.
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10. When populating the Subject field, use variables to create the subject dynamically. Click the Subject field to access
variables.
11. Click Next and complete configuration.
Note: Make sure that custom objects are workflow-enabled so you can create or modify then with Object activity.
SEE ALSO:
Set Up Assignment Rules
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Tip: Use lookup fields only when journey data does not include the object you want to update or if the journey's entry event
creates or updates the object. The lookup field must correspond to a Marketing Cloud attribute value. If you use Simple Update,
select the ID from Journey Event Data to identify the object record field.
5. Select an option for when multiple records are found or no records are identified.
6. Select an object record field to update with Marketing Cloud data.
7. Configure fields by selecting a Sales and Service Cloud field or Marketing Cloud attribute. Enter at least three letters to see a list of
objects to select from or an 18-character ID to map the value manually. Some objects include options based on the type of field
selected.
8. Save the value and repeat for each object field you want to populate.
9. If you don't want to use the default activity name, enter a new name.
Task Activity
Use the Task activity to create a Sales or Service Cloud task with pre-populated field values. Connect Journey Builder and contacts, leads,
and tasks. Create or update a Sales or Service Cloud task for a contact or lead that reaches this journey activity. The activity assigns tasks
to the contact or lead owner, Salesforce System user, or a custom-defined user.
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Choose Object
Use the Choose Object activity to create or update any type of object record in the Sales and Service Cloud. Select the object to
update, then select the fields to update with Marketing Cloud attribute data.
Add to Campaign
Use the Add to Campaign activity to look up Campaigns in the Sales and Service Cloud and add Marketing Cloud contacts to them.
Update the Campaign Member Activity in Journey Builder
Use the Update Campaign activity to update a Campaign record in the Sales and Service Cloud. Also populate campaign member
record fields using the campaign activity with Marketing Cloud contact attributes. You can’t use this legacy activity for new journey
activities. Use the Object activity, Campaign activity, or Convert Lead activity when creating journeys.
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Contact
Use the Contact activity to create or update a contact in the Sales and Service Cloud for each Marketing Cloud contact that reaches
this activity.
Lead
Use the Lead activity to create or update a lead record in the Sales and Service Cloud for each contact that reaches the activity.
Case
Create a case and associate it to the Sales and Service Cloud contact that matches the Marketing Cloud contact's ID. Or create a Sales
and Service Cloud contact to associate the case to.
Task
Use the Task activity to create a new task in the Sales and Service Cloud for each Marketing Cloud contact that reaches this activity.
See Marketing Cloud Connect for information about using the Sales and Service Cloud.
Opportunity
Use the Opportunity activity to create an opportunity record in the Sales and Service Cloud. Marketing Cloud contact attributes can
be used to populate fields on the opportunity record. Or populate each record with fixed values you choose.
Account
Use the Account activity to create a new or update an existing account in the Sales and Service Cloud for each contact that reaches
this activity.
Use Person Accounts with Sales and Service Cloud Activities
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object
activity, Campaign activity, or Convert Lead activity when creating journeys.
Choose Object
Use the Choose Object activity to create or update any type of object record in the Sales and Service Cloud. Select the object to update,
then select the fields to update with Marketing Cloud attribute data.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use this activity to do the following:
• Create a Sales and Service Cloud object of any type
• Update an existing Sales and Service Cloud object
• Populate fields on the new or updated object using values from Marketing Cloud attributes
• Choose when to update Sales and Service Cloud field values
1. Drag the Choose Object activity from the canvas activities pane onto the canvas.
2. Hover over the Choose Object activity icon on the canvas.
3. To rename the activity, click Choose Object.
4. Click Configure.
5. Select an object from the dropdown. This selection is the type of object the activity creates.
a. Use Create or Update to create a Sales and Service Cloud object if no existing Sales and Service Cloud object can be identified
using Marketing Cloud attributes.
When a Sales and Service Cloud object is identified using the Marketing Cloud attribute you designate, that Sales and Service Cloud
object record is updated.
6. Use Create Only to create a Sales and Service Cloud object record for each Marketing Cloud object that reaches the activity.
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7. When choosing Create or Update, select the Marketing Cloud attribute that is used to identify a Sales and Service Cloud object so
the object’s record is updated.
If a Sales and Service Cloud object record is not found, a new record is created.
8. To find the Marketing Cloud attribute to use to identify the desired Sales and Service Cloud object to update, type a value in the
Search field if necessary.
9. Alternately, scroll through the attribute groups shown if necessary. Click the attribute group that contains the desired value, then
scroll down to locate the value.
10. Drag the Marketing Cloud attribute whose value matches a value on your existing Sales and Service Cloud object record field and
can be used to identify the correct record. Only one Marketing Cloud attribute can be mapped to a Sales and Service Cloud object
record field.
11. To select the type of object record field desired, use the dropdown menu next to the Sales and Service Cloud search field.
12. Scroll down to designate what happens if more than one matching object record is found.
13. Click Next.
14. To locate a specific attribute, click an attribute group in the Marketing Cloud column.
15. To view the path, hover over the name of the data extension.
16. Drag a Marketing Cloud attribute to the Sales and Service Cloud account value it populates.
17. To select account record field type, use the dropdown menu next to the Sales and Service Cloud search field if necessary.
18. Use Hide Defined Fields to show only fields that have not been matched to a Marketing Cloud attribute if necessary.
19. Use Set Fixed Values when the same value is to be added to each Sales and Service Cloud account record when an object this
activity creates.
Tip: This mapping is visible when mapped fields are displayed-- by clicking Map Fields-- as well.
20. Choose how to update the fields mapped on the previous step.
a. Make a selection for each mapped field.
Add to Campaign
Use the Add to Campaign activity to look up Campaigns in the Sales and Service Cloud and add Marketing Cloud contacts to them.
Add to a Campaign is a legacy activity included in some old journeys but is no longer available as an option for new journey activities.
Use the Object activity, Campaign activity, or Convert Lead activity when creating journeys.
Use this activity to do the following:
• Select a campaign to associate a member to
• Set the status for new campaign members
1. Drag the Add to Campaign activity from the canvas activities pane onto the canvas.
2. Hover over the Add to Campaign activity icon on the canvas.
3. To rename the activity, click Add to Campaign.
4. Click Configure.
5. Select a campaign.
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a. If the campaign is not shown, leave the campaign field blank and identify it using Campaign ID on Step 2.
6. To determine each new member's status, choose a value from the Campaign Member Status dropdown menu.
7. If Journey Builder can't match a contact entering the journey to a Salesforce contact, identify where a lead or contact ID is stored.
Use the first option to search within the Marketing Cloud with an ID value you already know. Type this value in the search field, or
navigate through attribute groups.
Use the second option if you know which Marketing Cloud attribute contains a key value that matches a value in the Sales Cloud.
Use the key value to match the contact added to the campaign with a data record in the Sales Cloud. To make this association, drag
an attribute from the Marketing Cloud pane onto the Sales Cloud lookup field.
Use both options to look up an ID. Then provide an attribute field where that ID value is found when looking it up is unsuccessful.
Tip: This mapping is visible when mapped fields are displayed-- by clicking Map Fields-- as well.
8. Drag a Marketing Cloud attribute to the Sales and Service Cloud campaign member record value it populates.
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9. To select the type of campaign member record field, use the All Types dropdown menu .
10. To show only fields not matched to a Marketing Cloud attribute, use Hide Defined Fields.
11. Use Set Fixed Values when the same value is added to each Sales and Service Cloud campaign member record.
Tip: This mapping is visible when mapped fields are displayed-- by clicking Map Fields-- as well.
Contact
Use the Contact activity to create or update a contact in the Sales and Service Cloud for each Marketing Cloud contact that reaches this
activity.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use this activity to do the following:
• Update existing Sales and Service Cloud contacts based on Marketing Cloud attribute relationships
• Create a new Sales and Service Cloud contact for Marketing Cloud contacts that reach this activity.
• Populate Sales and Service Cloud contacts with Marketing Cloud attributes
1. Drag the Contact activity from the canvas activities pane onto the canvas.
2. Hover over the Contact activity icon on the canvas.
3. Click Contact to rename the activity.
4. Click Configure.
5. Identify and update a Sales and Service Cloud contact or create a new one.
a. To create a new Sales and Service Cloud contact if no existing Sales and Service Cloud contact is found using Marketing Cloud
attributes, use Create or Update. When a Sales and Service Cloud contact is identified using the Marketing Cloud attribute you
designate, that Sales and Service Cloud contact record is updated.
b. Use Create Only to create a Sales and Service Cloud contact record for each Marketing Cloud contact that reaches the activity.
c. Use Update Only to update the Sales and Service Cloud contact record that is identified.
6. When choosing Update or Create or Update, the mapper works as follows. If this Marketing Cloud contact is linked to a Sales and
Service Cloud contact, Journey Builder associates the opportunity to that contact. If not, Journey Builder searches the Sales and
Service Cloud using the key defined here. The opportunity is associated to the contact that is found. If a Sales and Service Cloud
contact record is not found, a record is created. Choose the Marketing Cloud attribute(s) that should be used to identify a Sales and
Service Cloud contact.
a. Type a value in the Search field to find the Marketing Cloud attribute to use to identify a Sales and Service Cloud contact to
update.
b. Alternately, scroll through the attribute groups shown. Click the attribute group that contains an identifying value, then scroll
down to locate the value.
c. Drag the Marketing Cloud attribute whose value identifies an existing Sales and Service Cloud contact record to the field it
populates.
d. Only one Marketing Cloud attribute can be mapped to a Sales and Service Cloud contact record field.
e. Use the dropdown menu next to the Sales and Service Cloud search field to select the type of contact record field desired.
7. Scroll down to designate what should happen if more than one contact match is found.
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Note: If more than one Sales and Service Cloud record that matches the Marketing Cloud key is found, the selection made
here dictates whether Journey Builder creates a completely new Sales and Service Cloud record or not.
8. Click Next.
9. Click Map Fields to map Marketing Cloud attributes to an existing Sales and Service Cloud field when this record is updated. Or click
Set Fixed Values to select or enter values to an existing Sales and Service Cloud field that is created when this record is updated.
10. Use Map Fields to map the Marketing Cloud attribute fields that should be used to update the Sales and Service Cloud contact
record with the values they contain.
Note: A Marketing Cloud attribute must be mapped to Sales and Service Cloud record fields in the Required section.
a. Click an attribute group in the Marketing Cloud column to locate a specific attribute.
b. Hover over the name of the data extension to view the path.
c. Drag a Marketing Cloud attribute to the Sales and Service Cloud contact value it populates.
11. Use the drop-down menu next to the Sales and Service Cloud search field to select the type of field desired.
12. Use Hide Defined Fields to show only fields not matched to a Marketing Cloud attribute.
13. Use Set Fixed Values if an identical fixed value should be added to each Sales and Service Cloud contact record when this activity
updates or creates a contact. This mapping is visible when mapped fields are displayed by clicking Map Fields. Set identical values
on each contact record
14. Click Next.
15. Use the Set Update Options screen to choose how to update the fields mapped on the previous step.
a. Make a selection for each mapped field.
Lead
Use the Lead activity to create or update a lead record in the Sales and Service Cloud for each contact that reaches the activity.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use this activity to do the following:
• Create a lead record
• Update an existing lead record
• Update fields on a lead record with Marketing Cloud attribute values
• Choose when to update a lead record
1. Drag the lead activity from the canvas activities pane onto the canvas.
2. Hover over the lead activity icon on the canvas.
3. To rename the activity, click Lead.
4. Click Configure.
5. Choose Create or Update, Create Only, or Update Only.
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Create or Update directs Journey Builder to search the Sales and Service Cloud for an existing lead ID that matches the contact ID
for the Marketing Cloud contact. If no match is found, Journey Builder searches based on the value you supply using the mapper
on this page.
a. Map the Marketing Cloud attribute field that contains an ID that can identify existing leads in the Sales and Service Cloud.
If a Sales and Service Cloud account record is not found, a new record is created.
6. When choosing Create Only, set Assignment Rules to dictate who the lead is assigned to.
7. Update Only directs Journey Builder to search the Sales and Service Cloud for an existing lead ID that matches the contact ID for
the Marketing Cloud contact. If no match is found, Journey Builder searches based on the value you supply using the mapper on
this page.
a. Map the Marketing Cloud attribute field that contains an ID that can identify existing leads in the Sales and Service Cloud.
If a match still is not found, no lead is created or updated.
8. When choosing Create or Update or Update Only, scroll down to select an option for when more than one record matches the
contact ID or key provided.
Note: Create a new record is not available when using Update Only.
9. With each option, set Assignment Rules to dictate whom the lead is assigned to.
10. Click Next.
11. To locate a specific attribute, click an attribute group.
a. To view its path, hover over the name of the data extension.
12. Drag a Marketing Cloud attribute to the Sales and Service Cloud lead value it populates.
13. Select the type of lead field desired.
14. Use Hide Defined Fields to show only fields that have not been matched to a Marketing Cloud attribute.
15. Use Set Fixed Values when the same value is added to each Sales and Service Cloud lead record when this activity creates a lead.
Tip: This mapping is visible when mapped fields are displayed-- by clicking Map Fields-- as well.
Case
Create a case and associate it to the Sales and Service Cloud contact that matches the Marketing Cloud contact's ID. Or create a Sales
and Service Cloud contact to associate the case to.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use the Case activity to do the following:
• Create a case and associate it to the Sales and Service Cloud contact that matches the Marketing Cloud contact's ID.
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• Create a Sales and Service Cloud contact to associate the case to.
• Create a case without associating it to a contact.
• Update case fields with Marketing Cloud attribute values.
• Assign new or updated cases using assignment rules.
1. Use Create Only to create or identify a contact to associate with the case this activity creates. Alternately, use Update Only to locate
cases to update.
2. Choose when contacts are created, updated, or associated to a case.
3. When updating, provide a key for Journey Builder to use to identify cases to update.
4. Select Assignment Rules.
Note: Assignment Rules determine how cases are assigned to users or put into queues as they are created.
5. Click Next.
6. Use Map Fields to map Marketing Cloud attribute fields that update the Sales and Service Cloud case record with their values.
7. To map attribute values to the case record, click Case in the left pane.
8. To map Marketing Cloud attribute fields whose values populate the Sales and Service Cloud contact, click Contacts if necessary.
a. To map fields, click an attribute group in the Marketing Cloud column to locate a specific attribute.
b. To view its path, hover over the name of the data extension.
c. Drag a Marketing Cloud attribute to the Sales and Service Cloud case value it populates.
d. To select the desired field type, use the dropdown menu next to the Sales and Service Cloud search field.
e. To show fields not matched to a Marketing Cloud attribute, select Hide Defined Fields.
9. Use Set Fixed Values when the same value is added to each Sales and Service Cloud case record when this activity creates a case.
10. To display mapped fields, click Map Fields.
11. Click Next.
12. Click Done.
Task
Use the Task activity to create a new task in the Sales and Service Cloud for each Marketing Cloud contact that reaches this activity. See
Marketing Cloud Connect for information about using the Sales and Service Cloud.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use this activity to do the following:
• Create a new Sales and Service Cloud task with pre-populated field values you designate
• Associate the new task to a Sales and Service Cloud Contact or Lead
• Associate related objects, like an account or a campaign, to the new Task
• Automatically assign new tasks to the Contact/Lead owner, Salesforce System User, or a custom-defined user
Note: To update an existing task, use the Choose Object activity in the journey and select Task.
1. Drag the Task activity from the canvas activities pane onto the canvas.
2. Hover over the Task activity icon on the canvas.
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6. Scroll down to designate whether new tasks should be associated to the Marketing Cloud contact who reaches this activity, a Contact
or a Lead within the Sales and Service Cloud, or no one.
When selecting the first option, Journey Builder searches for a Sales and Service Cloud contact or lead that matches the Marketing
Cloud contact in the Interaction. If no matching Sales and Service Cloud contact or lead is found, the task is not associated to a
contact or lead. To associate the task to a Contact or a Lead within the Sales and Service Cloud, use the mapper. Drag a Marketing
Cloud attribute onto the Sales and Service Cloud field that contains a value that matches a value in a Sales and Service Cloud Contact
or Lead record field. This mapping is used to identify the correct record. Use the search field to locate a field whose name you know.
Use the drop-down menu next to the Sales and Service Cloud search field to select the type of Contact or Lead field desired.
7. Scroll down to designate who to assign the task to: the owner of the associated Contact or Lead, the Salesforce System User, or a
user you map to on a subsequent step.
8. Select an option.
9. Click Next.
10. Select a mapping option: Additional Fields or Related Objects.
a. Select Additional Fields to map Marketing Cloud attributes to task record fields.
b. Select Related Objects to map a Marketing Cloud attribute that identifies a Sales and Service Cloud object that is related to the
task record.
Note: Only one related Sales and Service Cloud object can be associated to a task using this activity.
11. When mapping Additional fields, click an attribute group in the Marketing Cloud column to locate a specific attribute.
12. Map the Marketing Cloud attribute fields whose values should be mapped from the Marketing Cloud to the new task record. Use
this step to configure fixed values that should be identical on each task record.
13. Hover over the name of the data extension to view the path.
14. Click Map Fields to map Marketing Cloud attributes to an existing Sales and Service Cloud field when this record is created.
15. Click Set Fixed Values to map values to an existing Sales and Service Cloud field.
16. Click Next.
17. Click Done.
Example: A marketer intends to associate a case to a task using this activity. The marketer clicks Related Objects. The marketer
then clicks an attribute group called Sales and Service Cloud Objects. The marketer clicks through the attribute group to reach the
Cases data extension. The marketer locates a data attribute called CaseNumber. Dragging this attribute into the Sales and Service
Cloud column of the mapper, the marketer associates the case in the Cases data extension whose ID matches a case in the Sales
and Service Cloud. When a new task is created, this case is associated to it.
Opportunity
Use the Opportunity activity to create an opportunity record in the Sales and Service Cloud. Marketing Cloud contact attributes can be
used to populate fields on the opportunity record. Or populate each record with fixed values you choose.
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This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
Use this activity for the following:
• Create an opportunity
• Tell Journey Builder who should be in the opportunity contact role
• Associate the opportunity to a contact or lead Identify the campaign that is the source of the opportunity
1. Drag the Opportunity activity from the canvas activities pane onto the canvas.
2. Hover over the Opportunity activity icon on the canvas.
3. Click the Opportunity to rename the activity.
4. Click Configure.
5. Use the Add Details page to populate fields that should contain identical values on each record. The fields shown correspond to
fields in a Sales and Service Cloud opportunity record.
Use this step to add details each opportunity should have in common. Each option populates a field on the opportunity record in
the Sales and Service Cloud. Additionally, choose whether an Opportunity Contact Role should be created for the Marketing Cloud
contacts that reach this activity on this step.
For example, if the Opportunity created for each Marketing Cloud contact that reaches this activity should be in the Prospecting
stage, set that value using the Stage dropdown menu.
Note: Variables based on Marketing Cloud attributes can be used in the Opportunity Name. The attribute value is then filled
in when the opportunity is created.
6. Click Format Text to add Marketing Cloud attributes in the Opportunity Name.
7. Click Done.
If no fields in the new opportunity record should be populated with these values-- or if all values on each record should be distinct,
or mapped on the next step-- skip the steps above.
8. Select Create an Opportunity Contact Role if the Marketing Cloud contact reaching this activity should become the Opportunity
Contact. If no match is found in the Sales and Service Cloud for the contact ID, the Opportunity Contact Role is not populated.
9. Use the campaign mapper to search for and select the campaign that is the source of the opportunity.
10. Select a mapping option: Additional Fields or Opportunity Contact Role.
a. Select Additional Fields to map Marketing Cloud attributes to populate opportunity record fields
b. Select Opportunity Contact Role to find the Marketing Cloud attribute field that contains a value that can be used to populate
fields in this role. Alternately, click Set Fixed Values to set a value that is the same in each opportunity record created.
For example, if each Opportunity Contact should be placed in the Influencer role, click Set Fixed Values and select Influencer in
the Role field.
c. Click Apply.
11. When mapping Additional fields, click an attribute group in the Marketing Cloud column to locate a specific attribute. Hover over
the name of the data extension to view the path.
12. After locating the attribute, drag it onto the Sales and Service Cloud field it should populate. Sales and Service Cloud fields that are
already populated by options selected on Step 1 are shown on Step 2.
13. Alternately, click Set Fixed Values to apply the same attribute values to each new opportunity record that is created. Click a field
shown on this page to type in a value.
14. Click Next.
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Account
Use the Account activity to create a new or update an existing account in the Sales and Service Cloud for each contact that reaches this
activity.
This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the Object activity,
Campaign activity, or Convert Lead activity when creating new journeys.
The Account activity does the following:
• Creates an account for each Marketing Cloud contact or updates an existing account using its account ID or a Marketing Cloud
attribute corresponding to that field
• Populates Sales and Service Cloud account fields with Marketing Cloud attributes
• Populates Sales and Service Cloud account fields with fixed values you designate
1. Drag the account activity from the canvas activities pane onto the canvas.
2. Hover over the account activity icon on the canvas.
3. Click Account to rename the activity.
4. Click Configure.
• Use Create or Update to choose to create a new Sales and Service Cloud account if no existing Sales and Service Cloud account
can be identified using Marketing Cloud attributes. When a Sales and Service Cloud account is identified using the Marketing
Cloud attribute you designate, that Sales and Service Cloud account record is updated.
• Use Create Only to create a new Sales and Service Cloud account record for each Marketing Cloud contact that reaches the
activity.
6. Scroll down to designate what should happen if more than one account match is found.
7. Select Assignment Rules if the active assignment rule should be observed.
8. Click Next.
9. Click an attribute group in the Marketing Cloud column to locate a specific attribute. Hover over the name of the data extension to
view the path.
10. Drag a Marketing Cloud attribute to the Sales and Service Cloud account value it populates.
11. Use the dropdown menu next to the Sales and Service Cloud search field to select the type of account record field desired.
12. Use Hide Defined Fields to show only fields that have not been matched to a Marketing Cloud attribute.
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13. Use the Set Fixed Values option when the same value should be added to each Sales and Service Cloud account record when a
account is created by this activity. Click Map Fields to display mapped fields.
14. Click Next.
15. Use the Set Update Options screen to choose how to update the fields mapped on the previous step. Make a selection for each
mapped field.
These update options are available:
• Always Overwrite
• Overwrite (Existing Value Present)
• Overwrite (Existing Value Not Present)
Note: This legacy activity may appear in old journeys but is no longer available as an option for new journey activities. Use the
Object activity, Campaign activity, or Convert Lead activity when creating new journeys.
1. Drag the Account activity onto the Journey Builder canvas.
2. Click Configure.
3. Using the Create or Update option, follow steps 1–3 at Account. Journey Builder attempts to retrieve the Person Contact ID of the
Account record and uses the mapper under Account Management to look up the field if it is not found in the Marketing Cloud.
4. Select an option to designate what should happen if more than one account match is found.
Multiple matching accounts can be found when the Account record's external ID is not unique.
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Example: For example, to create a task to follow up with a customer, use a static instruction with a dynamic field, like Full Name.
When you map the field, the subject line reads {{Contact_Attribute.”Event Data”.”Full Name”}} for a
customer who is interested in services.
• You can use Assignment Rules to define conditions for how Sales or Service Cloud cases are processed. If you do, map the Owner
ID when configuring a Case Activity to ensure that the journey observes assignment rules.
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Field Description
Assign to Person in the Journey Select this field to update the record of the person who entered
the journey. This option is useful when the record type changes
after journey activation, such as when leads convert to contacts
after entering the journey.
IDs ID fields associate a user with the activity, such as Assigned to ID,
Name ID, or Related To ID. When mapping any ID field, enter digits
or letters to find a field or enter %%% for a list of options. Some
activities include assignment options:
• Assign to the system user.
• When mapping Contact ID, use an extra option to assign to
the person in the journey. This option helps when a record
originates as a Marketing Cloud Subscriber Key and a
corresponding Sales Cloud record is created. If you use
synchronized data extensions, this process detects if a lead is
converted to a contact. It then ensures that the task is
associated to the correct record.
• Select an ID from journey data. This ID is assigned to the user
who created or last modified the campaign member.
Some ID fields have a dropdown to select Contact or Lead and
enter the name to select the Contact or Lead field.
Picklist Select from a list of fields or map Marketing Cloud attributes. This
list can contain up to 100 values. After the list exceeds 100 values,
enter your value into a text field.
SEE ALSO:
Journey Builder Sales and Service Cloud Best Practices
Sales and Service Cloud Activity Field Validation and Error Handling
Review the requirements for Sales and Service Cloud activity field values. Incorrect field values can cause activity errors in Marketing
Cloud’s Journey Builder.
Field Validation
Text fields don’t have a specific format, but picklist and boolean fields only allow you to choose from a list. Other field types require a
specific format. Here are the field types with built-in validation requirements that prevent configuration of the activity until they are
resolved.
Email
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The email field value must follow the common format, [email protected].
Date
The date field is based on your account's time zone. There are four valid date formats.
Format Example
YYYY-MM-DD 2019-05-31
YYYY-MM-DDThh:mm:ssZ 2019-05-31T15:00:00Z
YYYY-MM-DDThh:mm:ss.sssZ 2019-05-31T15:00:00.123Z
DateTime
The DateTime is based on your account's time zone. There are three valid formats.
Format Example
YYYY-MM-DD hh:mm:ss 2019-05-31 15:00:00
YYYY-MM-DDThh:mm:ssZ 2019-05-31T15:00:00Z
YYYY-MM-DDThh:mm:ss.sssZ 2019-05-31T15:00:00.123Z
Currency
The currency field accepts numbers only and a maximum of one decimal point. A maximum of two digits can follow the decimal point.
Do not include any digit group separators.
1520.99 1520.990
14000.1 14,000
Integer
The integer accepts only numbers. Do not include decimal points or digit group separators.
1523810 1,523,810
Double
The double field accepts only numbers and a maximum of one decimal point. Do not include digit group separators.
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56320.00 56,320
Errors
Review the common errors that occur for Sales and Service Cloud activities.
Design-Time Errors
Here are some of the common errors that can result from incorrect activity configuration.
• An invalid or broken integration: Cross-cloud activities require complete and functioning integration with the Sales and Service
Clouds. Some common integration issues can be found here.
• Incorrect permissions: There are permissions in place that allow a user to create integration activities. If those permissions are not
set correctly, the user cannot configure a new activity.
Runtime Errors
Runtime errors occur when a contact enters an activity in a running journey. In some situations, these contacts aren’t processed correctly.
It is difficult to detect these errors because Sales and Service Cloud activities in Journey Builder use soft errors. A soft error does not stop
the contact from continuing through the journey. Here are some common runtime errors.
• Missing or deleted objects: When an object referenced in the activity is no longer available after the journey is activated, the activity
cannot complete its function.
• Row-locking: Some objects, especially CampaignMember, can time out when a contact record locks and the operation stalls.
• Failed Lookups: Sales and Service Cloud activities include options for how to proceed when a lookup fails to find a contact record.
However, it is possible that the lookup request can fail during processing. When the request fails, the activity errors, but the contact
continues in the journey.
• Required Fields: If the selected attribute for a required field is empty, the activity errors.
Note: A Sendable Data Extension is required when configuring a Journey Builder Entry event. The Sendable Relationship of
the Data Extension dictates what value is used for “ContactKey”. Contacts get created in your All Contacts using the Sendable
Relationship Field when injected into Journey Builder even if there are no messaging activities. Using a Sales or Service Cloud
activity can create unwanted contacts in your Marketing Cloud Account.
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• Use Entry Sources to view performance and analytics data for entry sources and to create and configure Shared Entry Events.
• Use Contacts to track individual contacts by their ContactKey, Journey, Event, and more.
Note: Permissions are required to access to the Entry Sources and Contacts links.
Journey Testing
Use Journey Builder’s test feature to confirm that a Marketing Cloud journey behaves as expected. When you use a data extension
as the entry source, you can configure a test to simulate a journey with real contacts. But the classic test mode is available with any
entry source.
Organize Your Journeys
Organize your journeys in folders so they’re easy to access. You can add a journey to a folder when you create and save it. Or drag
one or more journeys from the dashboard into a folder.
Copy a Marketing Cloud Journey
Use Journey Builder’s journey copy feature to duplicate a journey. Copies are created in draft mode and don’t include statistics from
the original journey version, but include the original entry source, goal, and activity flow.
Delete a Marketing Cloud Journey
Remove drafts and journeys you no longer need from Journey Builder. If a journey is running or finishing, stop it before you delete
it.
Journey Tags
Use journey tags to organize your journeys in Journey Builder and make them easily searchable.
Show and Hide Journey Builder Tips
You can show or hide Journey Builder's in-app user tips in Marketing Cloud. Tips are available for new and returning users and are
on by default.
Validate Your Journey
To gain confidence that your journey is error free, use validation in Journey Builder.
Journey Versions
Manage multiple versions of customer journeys in Marketing Cloud’s Journey Builder. Configure a new journey version to change
journey activities without affecting contacts in the current journey version.
Journey Testing
Use Journey Builder’s test feature to confirm that a Marketing Cloud journey behaves as expected. When you use a data extension as
the entry source, you can configure a test to simulate a journey with real contacts. But the classic test mode is available with any entry
source.
Journey Builder requires you to validate and save the journey before you test it. Validation ensures that all elements of the journey’s
design are complete and ready to test. Journey Testing isn’t available for Single Send journeys.
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After the test is complete, the journey canvas shows each contact’s expected path. To confirm that the contact progresses through the
journey as intended, click through each contact’s path. Edit the journey as needed. If you edit the entry source or any of the canvas
activities after testing, be sure to save, validate, and test the journey again.
Tip: You can also review your test settings on the Test Behavior tab.
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Note: You can drag your journeys into a subfolder. Selected folders open to show their subfolders when you drag the journeys
near the folder.
Important: Stop all running journeys in the journey folder before you delete it. Any running journeys are automatically moved
to the My Journeys folder.
1. Click the Journeys tab.
2. Click Folders.
3.
Locate the folder and click .
4. Click Create New, Rename, Move, or Delete.
To create a new or rename an existing folder, enter a name in the field and click away. To move a folder, select the new location and
click Move. To delete a folder, click Delete to confirm.
Important: If the journey includes an automated schedule, create a draft, remove the schedule, and save the journey before you
make a copy. Also, if the journey includes a Path Optimizer activity where a winner is selected, only that winning path is copied.
1.
Open the journey, and click .
2. Click Copy Journey.
3. Enter a name and description.
4. Click Copy.
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Note: Enable the Delete permission to the user’s Journey Builder role to use this feature.
For more details about the permissions granted with user roles in Journey Builder, see Journey Builder Roles and Marketing Cloud
Roles.
1.
To delete a journey, open the journey, and click .
2. Click Delete this Version or Delete Journey.
3. Click Delete.
Journey Tags
Use journey tags to organize your journeys in Journey Builder and make them easily searchable.
Journey tags allow you to:
• Search and filter by tag. Filter by one tag at a time.
• Associate multiple tags to a single journey and multiple journeys to a single tag.
• Select up to 100 journeys and relate them to up to 100 tags at a time. Relate as many journeys to as many tags as desired.
Note: To edit or delete tags, you need admin permission. Request access from your Marketing Cloud administrator.
1. Create a Tag
Create a tag from the journeys dashboard in Journey Builder.
2. Tag a Journey
Apply tags to journeys in Journey Builder so they’re easy to filter.
SEE ALSO:
Tags
Create a Tag
Create a tag from the journeys dashboard in Journey Builder.
Note: To edit or delete tags, you need admin permission. Request access from your Marketing Cloud administrator.
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Tag a Journey
Apply tags to journeys in Journey Builder so they’re easy to filter.
Note: To edit or delete tags, you need admin permission. Request access from your Marketing Cloud administrator.
Note: When you select multiple journeys and at least one is already tagged, but not all selected journeys share this tag, the
tag shows a multi-state indicator.
• To apply the tag to all selected journeys, click the multi-state indicator.
• Click again to deselect the tag and remove it from all selected journeys.
• Click one more time to return to the multi-state indicator and apply it to the originally tagged journeys.
Note: Messaging, cross-cloud, and custom activities aren’t checked when you click Validate. Journey Builder checks for errors
or configuration issues in these activities when you activate the journey. If the email activity’s personalization strings don’t match
the entry source attributes, include inline validation of those personalization strings. Personalization errors must be resolved for
successful activation.
1. After you design the journey, click Validate.
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a. To validate a Transactional Send journey, configure the activities and click Activate.
• Errors and configuration issues appear in the results drawer.
• Multiple errors for the same activity appear in the same error tile.
• Activities that require attention are highlighted on the canvas.
Journey Versions
Manage multiple versions of customer journeys in Marketing Cloud’s Journey Builder. Configure a new journey version to change journey
activities without affecting contacts in the current journey version.
Only one draft version of a journey can exist at a time. You aren’t required to activate new draft versions immediately. Unfinished drafts
are saved in the versions pane. To edit a draft, click an unfinished draft in the versions pane. After a version is activated, it becomes the
current version. New contacts aren’t admitted into previous versions. Upon activation, this version begins detecting the journey's entry
event and admitting contacts who qualify. A journey's Contact Entry and Journey settings persist across all versions.
The previous version of the journey continues to process contacts until all contacts present when the new version was activated have
exited. Then the previous version becomes inactive. You can create drafts from inactive versions, but you can't relaunch an inactive
version.
You can’t reactivate a stopped version. To activate a new version based on a stopped version, navigate to the stopped version, click New
Draft, then click Activate. Contacts that previously exited the journey aren’t admitted into the new version.
SEE ALSO:
Update an Email Activity in a Journey
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Note: A journey's Contact Entry settings persist across all versions. If the previous version is set to readmit a contact only after
they exit the journey, contacts in the journey are switched to the new journey. After they exit the previous version, they’re eligible
for the new version. If you configure a previous journey version to not readmit contacts, contacts aren’t admitted to the new
version.
1. Open the journey and click New Version.
An editable view of the current journey appears on the canvas.
2. Make your changes to the journey activities.
3. Save your changes.
4. Click Activate.
Important: When a draft is activated, that draft becomes the current version. The version that was current becomes a previous
version.
Stop a Journey
Stop a customer journey in Journey Builder.
When you stop a journey the flow of activities ends and ejects all contacts. Ejected contacts can’t be readmitted into the journey at the
point where the journey stopped. Add ejected contacts to the Event Source data extension again to enter a new version.
Note: If an In-App Message is sent but not yet displayed, stopping the journey isn’t guaranteed to cancel message display. On
the next app open, Marketing Cloud syncs with the MobilePush SDK and tells it to forget the message. If the message is set to
display immediately upon app open, the user sees the message if the sync hasn’t completed.
1. Open the journey.
2. Click Stop.
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Considerations
• Any user in your account can access the Journey Analytics dashboard in a journey.
• When Google Analytics is enabled for your account, tracking is available by default in all journeys.
• When you create another version of a journey, it includes tracking even if Google Analytics was disabled when the journey was
created.
• The Journey Analytics data shown on the dashboard pertains to all versions of the journey and isn’t separated by journey version.
• Delivery rate is calculated by subtracting bounces from the number of total sends, and then dividing total sends by that number.
When there are no bounces, delivery rate is 100%.
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The Goals component in Journey Analytics isn’t linked or related to Journey Builder goals or exit criteria. For more information on goals,
see Google Analytics help.
SEE ALSO:
Configure Default Google Analytics Tracking Parameters
Configure the Google Analytics Integration for Marketing Cloud
Enable or Disable Google Analytics
Google Analytics Help Center
Note: The Goals component in Journey Analytics isn’t linked or related to Journey Builder goals or exit criteria.
4. Click .
5. To add or remove a view, click View.
6. To select up to five goals, click Goals.
7. To select accounts and properties, click GA4 Property.
8. Click Done.
9. To select data streams, click Data Streams.
10. Click Done.
Note: Changes made to components and their display order persist after you leave the journey.
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Tip: When SMS activities generate Google Analytics metrics, reporting doesn’t appear in the Content section. SMS messages don’t
include content assets or blocks.
SEE ALSO:
Google Analytics Solutions
Google Analytics Help Center
Create and manage goals
Conversions reports
Journey Health
The Health panel in Journey Builder shows goal and journey population data for a running or stopped multi-step journey. The statistics
in the Health panel are shown for the version of the journey you are in currently.
Contact Path
Use the contact key to search for a contact and view their path through the journey during the last 30 days. From here you can remove
a contact from the journey or gain insight into why a contact exited a journey prematurely.
Goal
The Goal section states the goal in plain language. It also shows the percentage or number of contacts in the journey that reached the
goal under Goal Attainment.
Journey Builder measures goal attainment by comparing the number of contacts who reached the journey goal to the goal target set
during goal configuration.
Note: If you didn’t set a goal target, goal attainment is shown as null (--).
Journey Counts
Under Current Population, view the number of contacts that are currently in the journey. This number represents contacts in a wait
activity at the current time.
Alerts
This section shows the total number of contacts in a wait activity at least 60 minutes past its scheduled expiration. This total is the number
of contacts who haven’t resumed their progress through the journey workflow.
When a wait activity is configured, you choose its duration. To determine when a contact leaves a wait activity, the system adds the
duration you set to the date and time the contact enters the wait activity. After a contact reaches their scheduled end date, they continue
through the workflow of the journey.
Under some conditions, delays occur when Journey Builder processes a contact continuing from a wait activity into the rest of the
journey. The Contacts Past Due in Wait alert displays the number of contacts remaining in a wait activity 60 minutes without continuing
in the journey. This wait alert indicates that processing capability has slowed.
Note: Due to system limitations, the Alerts section refreshes every 60 minutes. This threshold isn’t editable.
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Tip: To see entry results and goal data for all versions of a journey, click the version label in the canvas header.
SEE ALSO:
View a Contact Path in a Journey
SEE ALSO:
Set a Goal in Journey Builder
Entry Results
Tip: Journey Builder measures goal attainment by comparing the number of contacts who reached the goal in a journey to the
goal target set during goal configuration.
Journey History
Use Journey Builder’s Journey History feature to view information about a specific contact, journey, or journey version. You can also view
the activity and status history of a contact, journey, or journey version. This view displays the last 30 days of activity by default. It includes
the total number of contacts across all journeys in your account.
To narrow the journeys included in the history view, set filters for date range, activity, status, and journey. The filter options you select
persist after the filter pane closes. To remove filters, click Clear.
Note: Deleted journeys and journeys in draft mode aren’t included in this historical view.
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Journey History
Value Description
Contact Key The ID associated with a contact record. This field is set in the
contacts data model using the Contact Builder tool.
Activity Type The Activity Type message of a contact. Activity Type can be used
with the value in the Status Detail column to diagnose where a
contact is at a given moment.
Activity Name The Journey Builder activities that the contact reached. Activity
names come from the activity’s Name field, which is editable. If no
name is provided, the field is populated with the name of the
triggered send created when a message is sent.
Status The reason the contact entered or didn’t enter the journey, or why
another action occurred. Failed status includes what caused the
failure.
Status Detail The description, if applicable, of what caused the record’s status.
Success Rate The percentage of successes out of all the table records from the
selected journeys.
History Events The time series graph displaying the number of records occurring
over time.
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SEE ALSO:
Get Started with Contact Builder
Status Meaning
Complete The activity shown in the Activity Name column finished.
Waiting The contact entered the journey and is in a Wait Period. Journeys
typically include multiple wait periods.
MetCriteria The contact met filter criteria. This status doesn’t refer to goal
criteria. Unless the contact met the goal before entering the
journey, the contact proceeds into the journey.
GoalCriteriaNotMet The contact didn’t meet goal criteria before this activity or any
previous activity in the journey.
GoalCriteriaMet The contact met the goal criteria for this journey on this step. If
goal criteria is also exit criteria, the journey ejects the contact. This
result is reflected in the next status update shown for the contact.
GoalCriteriaAlreadyMet The contact met the journey's goal criteria before reaching this
activity. To find the activity where the contact met goal criteria,
review the journey by sorting by Interaction Name. The status
GoalCriteriaMet is shown on the step where the goal criteria was
met.
DidNotMeetEntryCriteria The contact didn’t meet contact filter criteria for journey entry.
Marketers typically create contact filters, though not in every case.
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Status Meaning
ContactAttempted An event was detected, but not yet processed. If an active journey
uses the event, Journey Builder queues the contacts to enter the
journey. If no active journey uses the event, this terminal status
shows for this instance of the event.
InteractionEventHandled An Event fired and Journey Builder detected it. This status is typically
followed by the EventQueuedForProcessing status. If the status is
shown and a contact fails to enter a journey, report this status
message in any cases you open on our Salesforce Help portal.
GoalCriteriaMetInWait Journey Builder admitted this contact. The contact then met the
journey's goal criteria while in a wait period. If goal criteria is also
exit criteria, the contact is no longer in the journey.
CurrentlyWaitingInSameInteraction The contact already entered this journey and is in a wait period.
The Contact Entry setting doesn’t allow a single contact to exist
within the journey more than one time.
ContactAlreadyInteraction The contact already entered the journey, but hasn’t yet exited. The
Contact Entry setting doesn’t allow a single contact to exist within
the journey more than one time.
Status Meaning
ErrorProcessingWaitActivity An error occurred while this contact was in a wait period. Open
the journey to view specific error information.
ErrorValidatingContact An error occurred while validating this contact against the entry
event contact filter. Fire the event again to inject this contact.
Include only this contact in the event if necessary. Report this status
message and ContactKey in any cases you open on our Salesforce
Help portal.
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Status Meaning
InvalidInteractionId The journey was deleted from the system. If the deletion is
unintended, report this status message in any cases you open on
our Salesforce Help portal.
InteractionNotPublished The journey hasn’t been activated. Activate this journey, then fire
the entry event again to inject this contact.
NotEvaluatingEntryCriteria The journey's entry event or filter isn’t working properly. Modify
the entry event and its contact filter in the journey, then create a
new version. Or, in a shared entry event, modify the event in Event
Administration. To admit contacts, fire the event again after
modifying the filter.
ErrorDeterminingInitialActivity An error occurred in the first activity in this journey. Open the
journey's first activity to view specific error information.
Deactivated The journey has been deactivated and no longer detects events.
Activate this journey, then fire the event again to admit contacts.
Tip: To remove the contact from a journey, click Remove from journey. To allow the user to remove a contact add the
Activate/Stop/Pause/Resume/Send/Schedule permission to the user’s Journey Builder Role.
From the Journey canvas:
1. Locate the running or stopped journey, and click it.
2.
Click
3. Enter the contact’s Contact Key value in the search box, and click .
4. If the contact entered the journey multiple times within the last 30 days, click to select the instance to view.
The contact’s path, last known location, and status in the journey is highlighted on the journey canvas.
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Tip: To narrow search results, add a filter to select by journey name, activity, status, or date range. Click to expand the filter
criteria, then select the filter value to use.
SEE ALSO:
View a Contact's Journey History in a Journey
Error Message Troubleshooting
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This contact is missing a required attribute. Update record to include the required attribute value.
This contact has an invalid email address. Confirm and update the email address in the data extension.
Data Binding
Required email address not found. Add a valid email address to the contact record in the data
extension.
Unexpected Error
Doesn't meet validation criteria. Confirm each required field has a value provided and matches the
specified data type.
Maximum string value exceeded. Confirm each field provided doesn’t exceed the max length.
Invalid ID string value found. Confirm and update the ID value in the data extension.
Invalid relationship field value type. Confirm the ID is valid for the field being modified.
Can't update a converted lead. The Lead record was converted to a Contact. After it’s converted,
the Lead record can’t be updated
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Org's storage limit exceeded. Contact Salesforce Support to increase your data storage, or delete
unneeded data.
Invalid value found for a restricted picklist. Confirm if the value provided matches a valid restricted picklist
value.
Custom Activity
The REST response does not contain a required outArgument Verify the response being returned from the execute endpoint
({argumentName}). contains the required outArgument.
Increase request time or add activity retries. Increase request time or add activity retries. See Custom Activity
Configuration for details.
Can't complete the REST API call. Confirm the configuration for Confirm the configuration for Execute is valid JSON and conforms
Execute is valid JSON and conforms to Journey Builder workflow to Journey Builder workflow document.
document.
Can't parse returned data required for the REST activity. Verify the response being returned from the execute endpoint is
valid JSON.
Can't parse the payload. Confirm JSON conforms to Journey Builder Confirm config.json is valid JSON and conforms to Journey Builder
workflow document. workflow document.
Validation failed for (URI). Use https:// for POST Verify execute endpoint uses https and has a valid SSL certificate.
REST response outArgument doesn't match specified data type Verify the outArgument provided in the response body matches
(argumentName). the data type specified in the config.json.
Update Contact
Target data extension was deleted. Reconfigure activity to use an active data extension.
Primary Key violated on insert. Contact Data exists for the specified data extension for contact.
Behavioral Triggers
Let Salesforce Marketing Cloud equip you to reach customers who abandon unpurchased items or services. Configure the flow of this
behavioral data into the data extensions for email sends and journeys. Using behavioral triggers this way is called Behavioral Triggers.
Salesforce Services isn't required for basic abandoned cart, browse, and wishlist use cases. Your customers and their partners can set
them up. Behavioral Triggers is free for Pro, Corporate, and Enterprise Editions and uses Amazon Web Services. Behavioral data extensions
store the data for 30 days. To configure the Journeys or Automations, contact Marketing Cloud support. The level of support varies on
each customer's data model.
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Marketing Cloud Journeys and Automations Behavioral Triggers Prerequisites
If you already paid for an Abandoned Cart audience file, you can still use audience files until a customer requests that they’re turned off.
Customers can't use both legacy audience files and Behavioral Triggers for the same use case. A customer using an abandoned cart
audience file can't enable an abandoned card trigger in Behavioral Triggers.
To get started, select Behavioral Triggers from the Journey Builder nav menu.
SEE ALSO:
Solution Kit: Turn Abandoned Carts into Completed Sales
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Tip: Your web admin can help you to configure and install Collect Tracking Code and required data feeds.
SEE ALSO:
Catalog
Collect Tracking Code
Solution Kits for Retail and B2C
Solution Kit: Turn Abandoned Carts into Completed Sales
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1.
In the Behavioral Triggers app, click next to a paused trigger.
2. Click Resume.
The trigger’s status updates.
1.
In the Behavioral Triggers app, click .
2. Select a timeout limit.
3. Click Save.
3. To include items in the email, set the maximum number of items, and 10 is the default.
Tip:
4. For the marketer to select the most relevant items to show, select the DE column.
The Max columns increment dynamically and collapse.
5. To show items in the email such as image name or price, choose the fields.
On the Styling tab, when a field is added, the Behavioral Trigger dynamically adds a class in the Styling tab for the sales price. Marketers
can add standard CSS to change that.
The HTML tab shows a sample markup that the user can't edit because the data is added dynamically. Behavioral Triggers shows the
HTML so that the user can see how to style the email.
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Note: Don't modify the BT DE schema. You can add extra fields, but they must be nullable.
In a horizontal layout, images and text are side by side. The picture of the selected item is on the left, and the text describing the item
is on the right.
Vertical:
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INDEX
A G
activity type 322 goal
Analytics Builder 340 define 284
attributes extract 140 goals 284
audit trail extract 169 Google Analytics 360 262, 295, 319–320, 378
Automation Studio
Audit Trail 168 H
history 381
B
Best Practice J
Available Data 193 journey
best practices 190 tag 375
Best Practices Journey Builder
Data Management 191 activities 349, 354, 368
Data Relationships 192 activity 349
Data Storage 192 administration 214
Describe Your Customers 194 All Journeys 214
Manage Customer Subscriptions 194 API event 258
Segment Your Customers 194 attributes 280
Stored Data 193 chat 249
Understand Data Needs 193 configure a convert lead activity 351
Use Data in Marketing Cloud 194 Contact History
bounces extract 141 386
Journey Analytics 386
C convert lead activity 351
campaign member activity 349 copy 373
chat 249 create an object record 354
chat messaging 329 dashboard 214–215
clickimpression extract 143 Dashboard 215
clicks 145 date-based event 252
Contact error 387 email personalization example 282
contact history 386 entry events 250
contact path 385–386 entry results 254
conversions 147 Entry Source 249
entry sources 238
D integration 349–350, 354, 368
decision splits 334 journey health 380–381
journey types 216
E LINE 297–298, 301–302
Einstein 180, 341–343 multistep journey 219
Email 1 multistep journeys 218, 220, 223, 225
Email Studio 127, 286 object activity 353
entry source 240, 249 permissions 198
entry sources person accounts 266
community 265 prerequisites 196, 248, 389
394
Index
395