Question Re: Marketing Permissions do not appear in CRM and CX Q&A

Marketing Permissions do not appear

SCHNEIDERT — Thu, 15 Apr 2021 15:34:07 GMT

Hey guys,

we replicated contacts (Business Partners via SOA Webservice) from Sales Cloud to Marketing Cloud.

The Contact has Country Germany and an email-address and is also assigned to the correct Marketing Area.

Marketing Areas are activated for campaign execution.

Outbound Marketing Permissions are configured as follows:

As per my knowledge leaving Communication Medium empty should apply for ALL Communication Media (PHONE, EMAIL, ...).

So, the contact now should have set an implicit email opt-out by default. But nothing is shown in the Permission Marketing tab of the contact profile.

Does anyone have an idea what I'm missing? Do I have to maintain the Communication Media separately instead of using an empty value (so, set for example Germany, EMAIL, E; Germany, PHONE, E; and so on..)?

Best Regards

Tobias

Re: Marketing Permissions do not appear

former_member1277 — Fri, 16 Apr 2021 11:05:21 GMT

Hi schneidert

Ideally yes, we should be seeing an implicit permission generated with Opt-Out.

However did you get to see anything in Message Monitoring or in Import Monitor ?

Also try to look at the Application Log to see any error during the generation of Interaction Contact.

In worst case, raise an incident with CEC-MKT-INT-ERP.

Cheers

Re: Marketing Permissions do not appear

SCHNEIDERT — Fri, 16 Apr 2021 12:09:08 GMT

Hi Kamesh,

thanks for confirming.

I see the successful message of the replicated Business Partner from C4C together with his relationship in Message Dashboard.

After that I see the successful message in Import Monitor of the "Conversion" from Business Partner to Interaction Contact.

Application Log shows only following (looks also fine for me):

So I think I will raise an incident. Thank you for your feedback!

BR Tobias

Re: Marketing Permissions do not appear

former_member1277 — Fri, 16 Apr 2021 12:36:56 GMT

Hi @Tobias Schneider

No worries.

Since there were no vital errors seen, this makes me to think that in new integration model, even implicit permission would start to get generate once the Permission gets loaded from Sales Cloud. Although this is not explicitly stated anywhere.

If possible, just give a try to download permission for the relevant BP and try to send a new BP from Sales Cloud.

Cheers

Re: Marketing Permissions do not appear

SCHNEIDERT — Fri, 16 Apr 2021 19:09:29 GMT

Hi Kamesh,

I saw that for few contacts it works as expected. So I have to check if they differ in any attribute from the other ones.

What do you mean with "download permission for the relevant BP"? I already tried to replicate business partners manually and also changed something (e.g. his function), so that he gets replicated automatically. But same behavior in both cases.

Actually we don't have permissions stored in C4C. So we only plan to replicate the Business Partners. The permissions for the contacts who explicitely gave us their consent will be uploaded at a later point in time via CSV and in the future be collected via customer's website.

BR Tobias

Re: Marketing Permissions do not appear

KunalBansal — Mon, 19 Apr 2021 06:41:51 GMT

Dear schneidert,

As per my knowledge, Communication Medium is a mandatory field and must be maintained for each type instead of leaving it blank.

I meant to say that for EMAIL and PHONE, you maintain 2 separate configuration.

Thank you.

Best Regards,

Kunal Bansal, Senior Marketing Consultant

Re: Marketing Permissions do not appear

SCHNEIDERT — Mon, 19 Apr 2021 07:43:52 GMT

Hi Kunal,

that would mean that it is wrong in the administration guide: https://help.sap.com/viewer/ac1eab4c66bc490da7ac2c378c46b0e7/2102.500/en-US/0b8120914fc64a11ae9076ac6f9cd180.html

So, if you're right that would mean I have to maintain about 400 entries (two for every country). That's why I asked before if this is the correct system behavior.

BR Tobias

Re: Marketing Permissions do not appear

SCHNEIDERT — Mon, 19 Apr 2021 09:39:39 GMT

Hi kamesh.kumarrd kunalkumar.bansal

I analyzed the Business Partners via the information I could retrieve via OData, but can't see anything that differs between them.

The only thing that I noticed after that in the Contact Profile UI is the following:

For the few contacts where I can see the correct system behavior (namely implicit opt-out for the given IDs), I could see that the Mobile Number is shown as a Business Partner Identifier.

For all of the other Contacts I could only see the SAP C4C BUPA ID here (even if they have also mobile phone number, email and phone number).

So, do you know how that's happening? How or when do we see a mobile number as an identifier in that place?

BR Tobias

Re: Marketing Permissions do not appear

former_member1277 — Mon, 19 Apr 2021 10:01:34 GMT

Hi Tobias

Do you see mobile number being duplicated across few Contacts where OptOut not being generated ?

I have a question. Are you implementing this Integration on a new project or we are trying to switch from Odata to SOAP ?

Cheers

Re: Marketing Permissions do not appear

former_member1277 — Mon, 19 Apr 2021 10:07:55 GMT

Hi Kunal

Though the field is mandatory, when you leave it empty, it dictates the system to consider every Communication medium against the Country for the OptOut.

Cheers

Re: Marketing Permissions do not appear

KunalBansal — Mon, 19 Apr 2021 10:09:53 GMT

Thanks, I will check the behavior in internal system.

Re: Marketing Permissions do not appear

SCHNEIDERT — Mon, 19 Apr 2021 11:25:28 GMT

Hi kamesh.kumarrd,

no, Mobile numbers are unique in the system and there are no duplicates.

We're implementing it on a new project.

BR Tobias

Re: Marketing Permissions do not appear

SCHNEIDERT — Wed, 28 Apr 2021 15:00:24 GMT

kunalkumar.bansal have you already been able to check the behavior on your internal system?

Since I'm not able to find any mistakes I might have done in configuration, I would otherwise open an incident to let SAP Support check.

BR Tobias

Re: Marketing Permissions do not appear

SCHNEIDERT — Wed, 05 May 2021 17:07:12 GMT

Hey guys,

kunalkumar.bansal kamesh.kumarrd just to give an update if you're interested in:

I opened an incident regarding that topic and got the reply that "the contact is enriched with marketing area, but since the EMAIL ID is not coming from the contact data but coming from the relationship, the permissions are not calculated correctly."

I'm a bit surprised because all of the contacts come the same way and for a few it's working fine. But anyway, SAP dev team is going to fix it 🙂

BR Tobias

Re: Marketing Permissions do not appear

KunalBansal — Thu, 06 May 2021 04:50:49 GMT

Thank you for the update, Tobias 🙂

Re: Marketing Permissions do not appear

JoycaVervinckt — Thu, 06 May 2021 08:48:40 GMT

Didn't yet notice that one... I know the permissions aren't interfaced from Sales Cloud, so there couldn't be a "Yes", but indeed then there should at least be an implicit "No" within the permission section.

Thanks for posting that here, good to know the devs are working on it 🙂

Re: Marketing Permissions do not appear

former_member1277 — Mon, 10 May 2021 07:08:17 GMT

thanks schneidert for this update. Cheers