Microsoft Dynamics CRM 2011
Solution Version 2.1.0.0, CommuniGator Dynamics CRM Plugin Version: 3.5.0.0, CommuniGator Service 3.1.0.0
CommuniGator History and Action Records
1) CommuniGator History records are accessible through the Marketing area in Dynamics CRM.
2) CommuniGator Action records accessible through the Marketing area in Dynamics CRM.
CommuniGator History Record Views
1) CommuniGator History comes with two primary views, all Active CommuniGator History and CommuniGator History with a Datetime in the last three months.
2) The Active CommuniGator History view has the Name of the campaign; the Contact, Lead or Account the campaign was sent to; the associated CRM campaign and the Datetime of the history item as viewable columns with a filter to show only active CommuniGator History items.
3) The CommuniGator History In Last 3 Months view has the Name of the campaign; the Contact, Lead or Account the campaign was sent to; the associated CRM campaign and the Datetime of the history item as viewable columns with a filter to show only the CommuniGator History items that have a Datetime within the last 3 months.
CommuniGator Action Record Views
1) CommuniGator Actions comes with two primary views, all Active CommuniGator Actions and CommuniGator Actions with a Datetime in the last three months.
2) The Active CommuniGator Actions view has the Datetime of the Action; The Action Type e.g. Email Opened; The Name of the Action and the name of the associated CommuniGator History record as viewable columns with a filter to show only active CommuniGator Action items.
3) The CommuniGator Actions in Last 3 Months view has the Datetime of the Action; The Action Type e.g. Email Opened; The Name of the Action and the name of the associated CommuniGator History record as viewable columns with a filter to only show CommuniGator Action items that have a Datetime in the last 3 months.
CommuniGator History Record
1) The Name of the Campaign
2) The Date and Time the campaign was initiated.
3) A look up to the associated CRM Campaign.
4) A a link to a view of the email that was sent to the customer. This link is what is referenced by the Userview area on the form.
5) The Contact, Lead or Account that the CommuniGator History item is associated to.
6) A subgrid that shows the actions that were performed as part of this campaign.
7) An area that references the Userview URL and automatically loads a view of the email onto the History record.
CommuniGator Action Record
1) The name of the CommuniGator Action.
2) The type of CommuniGator Action. See CommuniGator Action Types For More Information.
3) The Date and Time the action was performed.
4) A link to view the item that the action is related to e.g. Email Sent, the userview would be to a full view of the email. Survey Completed, the userview would be a link to the survey.
5) The CommuniGator History item that the Action is associated to.
6) If the CommuniGator Action is related to a Survey, the question from the survey would be viewable here.
7) f the CommuniGator Action is related to a Survey, the answer from the survey would be viewable here.
CommuniGator Action Types
1) These are the action types that CommuniGator can write back to Dynamics CRM.
Email Sent
Email Opened
Web hit (clicked a link on an email),
LZ Hit (clicked a Landing Zone link on an email)
Download (clicked a download link on an email)
Unsubscribe
Survey Hit (clicked a survey link on an email)
Survey Completed
Survey Answer (a record to show the answer given to a survey question)
Event Booked (a record to show if a CommuniGator Event was signed up to)
Event Attended (a record to show if a booked contact in CommuniGator was marked as attended)
Event Cancelled (a record to show if a booked contact in CommuniGator was marked as cancelled)
Web Form Sign-up (a record to show if a web capture form was completed)
Dynamics CRM Closed Activity Item of CommuniGator Emails
1) For each email sent a closed 'CommuniGator Email' activity record is created against the associated Contact or Lead.
2) The CommuniGator Email activity record shows the name of the campaign, which record it is relating to, which CommuniGator History record it is related to and a link to the userview of the email. The email that was sent is also loaded in the userview preview pane.
Microsoft Dynamics CRM Campaign
1) The Microsoft Dynamics CRM campaign acts as the holder for each of the CommuniGator campaigns. CommuniGator campaigns are created as a result of creating a Campaign Activity in Dynamics CRM.
2) CommuniGator History under a CRM campaign will show all the related history items that have been created as a by product of any of the underlying campaign activities.
Microsoft Dynamics CRM Campaign Activity
A campaign activity will only be passed from Dynamics CRM to CommuniGator once a CommuniGator channel type has been selected on the campaign activity and the record is saved.
1) The subject line in the campaign activity will become the name of the campaign in CommuniGator once it is passed across via the integration.
2) You can select the start and end date of the campaign. This can be changed again later in CommuniGator but the CRM will not be updated with the information once you do. Changing this in CRM will also not update CommuniGator once the campaign has been sent over.
3) The Dynamic List Refresh Date and time is automatically updated by the integration to reflect the last time the target list was sent over as part of a CommuniGator Refresh non-recurring campaign.
4) The channel type allows you to select what type of CommuniGator campaign you wish to create. A CommuniGator Static, CommuniGator Refresh or CommuniGator Followup.
5) Once your campaign activity is ready and the marketing list that is attached is correct, you can save the record. The campaign and audience will now come across to CommuniGator within a maximum of 30 minutes (depending on audience size).
Dynamics CRM Campaign Activity- Channel Types
1) When creating a CommuniGator campaign from CRM there are three campaign types to choose from.
CommuniGator Static- This will be for a one off send to a set audience, the most common type for newsletter emails. The integration will pull across any contacts or leads that are members of any marketing lists that are associated to the campaign activity once at the point of save. The integration does not continue monitor for any updates to the marketing list in CRM after the initial save.
(If an audience update is require a new campaign activity will need to be created).
CommuniGator Refresh- This will be for a one off send to any new members of a marketing list, the most common type for 'welcome' emails. The integration will pull across any contacts or leads that are members of any marketing lists that are associated to the campaign activity at the point of save. The integration will continue to monitor for new members of the associated marketing lists every 30 minutes (approximately) from the time and date shown on the Dynamic list Refresh field on the campaign activity. The integration will continue to monitor for new audience members until the end date of the campaign shown in CommuniGator.
(The integration will not however monitor for any removals or updates (e.g. name changes) to any contacts that have already been passed across)
CommuniGator Followup- This will be used when a campaign needs to be targeted at an audience based on their actions in a previous campaign. The criteria for this is set in CommuniGator, the campaign activity in Dynamics CRM simply acts as a reference point to enable the history items to be written back.
Microsoft Dynamics CRM Contact
1) All CommuniGator History that is related to the contact.
2) Has the contact unsubscribed from CommuniGator. This field can be manually updated and pushed over to CommuniGator with the next campaign the contact is included in.
3) Has the email address that has been passed to CommuniGator been set as undeliverable. This field can be manually updated and pushed over to CommuniGator with the next campaign the contact is included in.
4) The date that the email address was set as undeliverable in CommuniGator.
5) The amount of times an email address has been sent to and received a soft bounce. in CommuniGator 5 soft bounces are then set to a hard bounce.
6) The last date a soft bounce was received.
7) The last bounce reason sent back by the receiving mail server.
Microsoft Dynamics CRM Lead
1) All CommuniGator History that is related to the lead.
2) Has the lead unsubscribed from CommuniGator. This field can be manually updated and pushed over to CommuniGator with the next campaign the contact is included in.
3) Has the email address that has been passed to CommuniGator been set as undeliverable. This field can be manually updated and pushed over to CommuniGator with the next campaign the contact is included in.
4) The date that the email address was set as undeliverable in CommuniGator.
5) The amount of times an email address has been sent to and received a soft bounce. in CommuniGator 5 soft bounces are then set to a hard bounce.
6) The last date a soft bounce was received.
7) The last bounce reason sent back by the receiving mail server.
The Result of Web Capture To Lead or Send To a Friend To Lead
CommuniGator will create a new lead if there is no matching email address against an existing Contact or Lead.
1) The Topic of the new lead will indicate the name of the web capture or send to a friend that it was created by.
2) Any fields that were included in the web capture and set to data cleanse will update the mapped field in CRM.
3) A CommuniGator History record will also be created against the Contact or Lead that completed the web capture form.
4) A CommuniGator Action record will be created against the CommuniGator History record with type Web Form Sign-Up.
CommuniGator Site Map
1) The CommuniGator site map will auto log the user into CommuniGator.
2) The second page available is the CommuniGator help site.
Microsoft Dynamics CRM User Record & CommuniGator Login Details
Each user in Microsoft Dynamics CRM needs to have CommuniGator login details applied to their user record to enable the CommuniGator site map auto login.
1) The CommuniGator user name (typically an email address)
2) The password used to log the user into CommuniGator.
3) The CommuniGator URL (typically https://www.CommuniGator.co.uk/login).
CommuniGator Integration Data Mappings
These settings should be configured during the integration install.
1) Get Schema- If a new field is created in CRM, you will need to request that the integration fetches the new field information to make it available for mapping to. A 'Get Schema' request can take a period of time to complete.
2) Add a mapping set- A mapping set refers to the entity in Dynamics CRM. Typically only Contact and Lead are mapped to.
3) Add a mapping- A mapping indicates the relationship between a field in CRM and a field in CommuniGator e.g. First Name to First Name.
4) The most common mapping type is a one to one mapping. This is used when you are trying to pull information into CommuniGator directly from the Contact record.
5) The second mapping type is a second level field mapping. This is used when you are trying to pull information from a 1-1 related entity e.g. Account name.
6) Data Cleanse- This check box indicated whether CommuniGator is enabled to write field updates back to CRM. For unsubscribes this is required to be enabled but for Account name this may not need to be enabled.
Notes On Entity Field Mappings
If a field is mapped between CommuniGator and Microsoft Dynamics CRM with Data Cleanse enabled then data can be passed between the two systems.
A CommuniGator Contact will only be updated with the information from CRM when a campaign is passed across from CRM to CommuniGator, with the related Contact or Lead included in an attached marketing list. I.e. A contact's email address will only be updated in CommuniGator if that contact is included in a marketing list that is attached to a campaign activity that is passed across.
If a Contacts information is updated in CommuniGator as part of a campaign action (e.g. an unsubscribe is completed), this information will write back automatically to CRM, as per the intervals set in the configuration (e.g. every 30 minutes).
Updates directly to the contact record in CommuniGator however will not write back to CRM. Updates to contacts in CommuniGator must be performed as part of a campaign or web capture.
CommuniGator Integration Configuration
The 'Configuration' screen indicates the settings that are configured in the integration settings. These configurations should not be updates via this screen. Please contact CommuniGator support if any changes are required.
1) The connection string an encrypted path to the CommuniGator integration middleware database.
2) ServerURLRoot- The url being used by the integration to access the CRM.
3) OrganisationName- The name of the CRM organisation that is being connected to.
4) TimeZone- The time zone configured in the integration,
5) CRM_APICredentials- The encrypted user name and password used to connect to the CRM.
6) AlwaysCheckCampaignsForNewAudience- (Deprecated)
7) CheckForRefreshCampaignAudienceModifications- (Deprecated)
8) DynamicListRefreshDateAttribute- The name of the field in CRM that a CommuniGator refreshing campaign will monitor and update based on when new audience members were checked for (e.g. every 30 minutes).
9) CRMResponseCreationDisabled- Whether creating a 'Campaign Response' record for every email sent by CommuniGator is enabled in the CRM.
10) Logging- The settings for how the CommuniGator integration will create debug logs.
11) CRMPlugin- The name of the integration plugin that is currently installed.
12) APIUrl- The CommuniGator API Url that is used by the integration.
13) APITimeout- The API time out period.
14) OperationalIntervals- These are the timing intervals for integration processes.
14.15) CampaignRetrevalAndSend- How often the CRM is checked for any new campaigns.
14.16) CampaignCompleteCheck- How often CommuniGator campaigns are checked for completion.
14.17) CampaignListSend- How often the CRM is checked for new marketing list members.
e.g. Once a campaign has been sent over, how long is waited before bringing over the associated marketing list members.
14.18) CampaignListUpdate- How often the CRM is checked for additional marketing list members (for refreshing campaigns).
14.19) FieldMappingProcessing- The period of time waited after a 'GetSchema' request has been made, for the new field schema to be retrieved from CRM.
14.20) ActionGroupProcessing- How often the integration poles CommuniGator for new campaign results e.g. Email opened, sent, clicked, etc.
14.21) ConfigurationUpdates- How often changes to the configuration file in CRM are pushed over to CommuniGator.
22) OperationalThreadCounts- How many threads each operation has available.
23) Audience Batch Count- How many audience members are brought across to CommuniGator in each batch.
24) ActionGroupRetrievalCounts- The batch sizes for each action group retrieval.
25) APICredentials- The CommuniGator API credentials used in the integration.
26) EncryptSensitiveData- Whether sensitive data is encrypted in the integration.
27) IncludedFieldMappingEntity- The CRM entities that are currently available in the integration to map to. This can be as a first level mapping (Contact(CRM)>Contact(GATOR)) or a second level mapping (Account(CRM)>Contact(CRM)>Contact(GATOR)). Additional entities can be mapped, please contact CommuniGator support.
CommuniGator Queue Status
1) The Queue Status indicates how many records are currently in CommuniGator waiting to be written back to CRM.