How to update SAP Sales Cloud (Source System) when Hard Bounce occurs in Marketing Cloud

[former_member355106]

Hello together,

if a hard bounce occurs the SAP Markeitng Cloud generates an interaction about the Hard Bounce and deletes the E-Mail from the contact. This process would be fine if the marketing cloud would be standalone system.

When the contact is replicated again the e-mail appears again on the contact. Has anybody had the same problem to solve this problem and improve the data quality in the source system? As the e-mail is deleted we are not able to give information about the email adress which has generated the hard bounce.

As we think we have to create a custom process to handle this issue.

BR/

[JoycaVervinckt · Accepted solution]

Hi all,

I didn't test this yet, but there has been a reply on the SAP Influence idea with remark "Decision Reason Solution already exists"

Joerg Flender

Aug 4, 2020, 11:06:54 AM

The SAP Marketing Cloud system behaves as follows:

After a hard bounce of an eMail, the eMail will be blocked in SAP Marketing Cloud (SMC). After a contact update with the invalid eMail address from C4C, the eMail remains blocked in SMC. Even if there is an update from another system like ERP with the invalid eMail the eMail remains blocked in SMC.

If a new data source is connected to SMC and we have a new creation of a facet of this data source with the invalid eMail, the eMail will not be blocked any longer.

Here the SMC system trust the data from the new data source and perceives the eMail as valid (again)

The update of the master data of the connected systems from SAP Marketing Cloud is not provided. The SMC is no master data Hub which distributes master data.

Company individual alerting mechanism, Workflows for e.g. sales employees can be implemented by e.g. in the blog described trigger based campaign to create tasks for the sales employees. Another option is to consume Business Events of SMC for hard bounce interactions https://help.sap.com/viewer/0f9408e4921e4ba3bb4a7a1f75f837a7/latest/en-US/6adde7e776074aaabead21c78e... with the SAP Cloud Platform Extension Factory.

Best regards

Jörg Flender, CX Product Management

[KunalBansal]

Hello Oliver,

Obviously, Marketing system won't be able to handle that if the hard-bounce deleted emails are replicated again due to Integration with other system!

You may have to look into a custom solution.

Thank you.

Best Regards,

Kunal Bansal

SAP Marketing Consultant

[JoycaVervinckt]

In a "Seamlessly integrated C/4 HANA Cloud portfolio" I'd expect there would be some standard flow to handle Hard Bounces cross solutions...

[danny_lipkovski2]

I totally agree with Joycas reply,
We had same requirement for several projects. But we didn't find a suitable solution.
We thought about setting up a triggerbased campaign that creates a task in Sales Cloud on the basis of the interaction that is created when a bounce occurs.

Regards

Danny Lipkovski

[JoycaVervinckt]

I have created an item for this on the SAP Influence Portal:

https://influence.sap.com/sap/ino/#/idea/235793