SAP Marketing Cloud: Avoid random selection of email address while campaign execution

[former_member558862]

The most important information for this case:

• We have activated marketing areas in campaign execution
• A contact can have multiple origins
• The origin with the highest priority is the SAP Commerce Cloud
• The email address of the SAP Commerce Cloud is the most up-to-date one

Usually the best record is considered when a contact is processed from the SAP Marketing Cloud. We had some issue with the email address on the best record which in our case was not always the one from the origin with the highest priority. This was due to the consideration of the permissions as described here. We could fix that by implementing BAdI "Update interaction contact (Best Record)". Now, the email address of the best record is always the one from SAP Commerce Cloud (if available).

Unfortunatelly, we are now facing the next issue. We noticed that if marketing areas are activated for campaign execution, the email used while campaign execution is randomly selected if there are multiple email addresses available on the contact. There is already some improvement request about exactly this (in my opinion inconsequent) behavior.

In our case only the email address from the SAP Commerce Cloud origin is kept up-to-date. The email addresses on other origins may be different and obsolete. Nevertheless, it may be that there is an old opt-in for those obsolet email addresses.

Do you have any idea how we could always only consider the email address from SAP Commerce Cloud in campaign execution?

The only option I currently see is to explicitly opt-out the old email addresses which would be connected with more effort. Then at least it would be ensured that no emails are sent to those onsolet email addresses.

[andreasfranz · Accepted solution]

Hello Christian,

the e-mail is not randomly selected when using Mkt Area separation. The system is basically lookin for the best E-Mail ID which has a Opt-In for the specific Mkt Area.

If the data from commerce cloud has the highest priority, has the Mkt Area assigned and also has an Opt In (related to the Mkt Area) then it should be used for the send-out.

best regards

Andreas Franz

[former_member558862 · Accepted solution]

Hey andreasfranz. Thanks for the information. That's new to me that it considers the priority still then. However, in our case we may have two permissions:

(1) Email address from old origin (let's say priority 50)

• Marketing area A
• Opt-in

(2) Email address from SAP Commerce Cloud (let's say priority 10)

• Marketing area A
• Opt-out

In this case the system will choose the email from (1) when a campaign with marketing area A is executed, even though it's not the email on the best record. We would like the system to still choose the email from (2) because it's the one on the best record. Well known that the permission check will fail then and no email will be sent to the customer...

Hope this clarifies a little bit our requirement.

Best regards
Christian

[jayce_wang]

Hi Christian,

The observed behavior is explained in this KBA.

2768479 - SAP Marketing - Campaign not sent to Contact's Best Record Email ID

For your case below, maybe you can create a separate Marketing area B to store permission of Email address from SAP Commerce Cloud, then schedule campaign with Marketing area B.

(1) Email address from old origin (let's say priority 50)

Marketing area A

Opt-in

(2) Email address from SAP Commerce Cloud (let's say priority 10)

Marketing area A

Opt-out

Best regards,

Jayce

[former_member558862]

Hi jayce.wang,

thanks for that idea. However, having additional marketing areas is probably (from a design perspective) no option for us.

Best regards
Christian