Using Clicktools with Oracle CRM On · PDF fileUsing Clicktools with Oracle CRM On Demand...

Using Clicktools with Oracle CRM On Demand

Need help? USA: 1-800-774-4065 UK: 0800 043 2587 Email: [email protected] Web: www: clicktools.com ©Clicktools Ltd. 2011. of 20

Using Clicktools with Oracle CRM On Demand Once you have gone through this document you will have a form that, when completed, will create an Account & Contact in Oracle. Whilst this example is relatively simple and does not cover the many powerful features provided by Clicktools, the same underlying principles will be used to build all your surveys, scripts or forms.

All of the functionality included is ‘straight-out-of-box’ and requires no coding. However, to see the examples working you will need a login to a Oracle

production/development account with API access and read/write privileges to the Account & Contact object.



Clicktools process Clicktools provides many powerful features that will not be covered in this example. However, to build any content, you must at least complete the following:

To build any content and integrate with Oracle:

� Build your content to collect information

� Set up your content to Deploy by creating an ‘Instance’

� Define how information is used when it is passed to Oracle

� Deploy to see information being created in Oracle

If you need help during your trial contact our support team.

All trial accounts come with telephone support. Support is available Monday to Friday, 0900 - 0100 GMT.

( USA: 1-888-238-5709, UK: 0800-567-7825. * [email protected]. 3 Raise a case.

1 Define content

2 Create instance

3 Map to Oracle

4 Deploy



All Clicktools content consists of two elements: ’Text’ to say hello, describe content and provide instructions and ‘Fields/Questions’ to collect information. Advanced features include conditions for branching and skip logic, field validation and ‘Groups’ for flexible layout.

Description Click Screens

All Content is managed from the Surveys tab. (You may not be building a survey but that’s the general word we use – Surveys, scripts, forms and landing pages was a little long for a menu item!) To add new content click the ‘Surveys’ tab followed by the Create New button. Note: The (?) text on each form provides

hints whilst the icon in the top right hand corner of each screen provides context sensitive help for the page.

The first step is to give our new Content a name. Also – we choose where the content will be stored and any additional languages we will be translating the content in to (Team and ebove). We will store this example in the Quickstart folder and build our content in English. With this information added, click ‘Create’ to start to add content.

Enter title & description

Store in Quickstart folder

1

Build content



The screen changes and moves us to the Content tab. Note: The 3 ‘Analytics’ tabs are only available in Clicktools Professional Edition and above. The form is currently empty. Click ‘Add Text/Script’ to add a text element to your content. Clicktools adds an empty text element, so we need to add some text. To ‘Edit’ the text, simply hover over the text area on screen to reveal a menu that provides access to some menu items. Click ‘Edit’. A pop-up window will appear that allows you to enter your text. A formatting bar provides icons to format text, including adding tables, pictures whilst you can access and enter html and/or javascript by clicking the Sourcebutton. Note: Show the formatting icons by clicking the small downward facing arrow in the top left hand corner of the box underneath the Title. (Not available in Safari/Opera). Once you have entered your text save it by clicking ‘Apply’.

Hover over Text area

Enter ‘Sign-up’ as Title

Click Down Arrow

to reveal formatting bar

Enter ‘Sign-up

now’ in text area

Select the text

Select the Bold icon [B]

Select size x-large



You will see that the Text title is displayed. The full text can only be seen by using the Preview. We now need to add our Questions. We want 6 questions, one for each of First Name, Last Name, Company, Email, Phone and a question for what help they need. Clicktools provides 19 question types that enable you to collect a wide range of information. This example will use ‘Text’ Questions. To add a question, we select the type of question we require then click the ‘Add Field’ button next to the dropdown. This adds an empty question to our content. And, as for the Text element, by hovering over the element we can ‘Edit’ the content.

Select and click ‘Text’ from the

Drop-down menu

Hover over Question area



A pop-up window appears that enables us to control the question. We want this question to capture our first piece of information; ‘First Name’. Enter ‘First Name’ in the Text area and in the Watermark area. Add a * to the end of the watermark to show the recipient to represent a ‘required’ question. For this form, we are going to use the watermark feature to tell the recipient what information they need to enter. Because of this, we don’t need to show the standard Question text – so we can hide the text. We ‘hide’ question text on the Layout tab.

Enter ‘First Name’ as Text

Enter ‘First Name*’ as the Watermark



The Layout tab not only enables you to hide text but also: • Turn numbering on/off • Turn help on/off • Choose labels and option position (Top,

Bottom, Left, Right). Advanced: You can also enter CSS class names. These can then be included in a template to style individual elements as you decide. E.g. you may want to make ‘required’ elements present differently. Our question is now complete so let’s save by clicking ‘Apply’. You will now see the question as it will be presented to the user. We want to make sure this question is answered before the form is submitted so we hover over the question area and check the ‘Required’ box. We now need to add the other questions. We want them all to follow the same format so the easiest way to do this is to use the ‘Copy’ function.

Check ‘Hide Text’

Check ‘Required’ Stay hovered over the question area



Confirming the Copy adds the question to the bottom of the survey. Note: To Copy or Add an element to a certain point, click the Up Arrow icon. This will place the copied element above the chosen item. Repeat the Copy to add another question. We still need another 3 questions. We could repeat the copy as above, but we can also copy multiple items at once using the Copy Content feature. The Copy Content feature enables you to copy text and/or questions from any content in your Clicktools Account. This is a great way to exploit a library of questions or surveys.

Ensure ‘My First Form’ is selected in the ‘Copy Content From’ dropdown

Select the three questions named

‘First Name’



We now need to edit each question so we have the rest of our fields: for Last Name, Company, Email, Phone and help needed. We do this using the Edit feature as before Note: You can see what the form will look like at any time by clicking the Preview link. Conditions or formatting is not applied as this is intended to provide a preview for printing purposes.

You will see the second question has changed. We now need to update the remaining fields to capture the information we require. Note: For the Email , we want to ensure that only valid email addresses are entered. To do this, we exploit Clicktools ‘Validation’ feature.

Hover over the second question

Change Text & Watermark from

First Name* to Last Name*

Repeat the ‘Edit’ for the other questions to show the fields:

Company* Email* Phone

How can we help you?



The validation feature enables you to control what information people enter in to Text fields. Clicktools includes standard validation for such things as zip codes, telephone numbers etc. but regular expressions can be defined for your own validation The final step is to make the Last Name, Company and Email fields required.

* For email only *

Select ‘Email Address’ as the

Validation

Enter ‘Sorry, this must be a valid

email address’ (or your own words) as the error message

* For all *

Hover over Last Name field

Check Required

Repeat for Company & Email



Congratulations – you’ve built the form. The next stage is to create an ‘Instance’. Before that, the next page answers some frequently asked questions about the functionality you have just been through.

Frequently Asked Questions about building content Can we add conditions (aka branching or skip logic)? Absolutely, Clicktools enables you to add conditions against any question, text, group or page and you can make these conditions as complex as you need them to be! In the examples, you will see conditions marked as colored squares and triangles. The triangle is against information that may (or may not be displayed) and the square is around the questions that determine whether the subsequent information is displayed. Users of Clicktools Professional Edition can also add ‘Actions’ against survey instances which can be used to add branching to the start or end of your content. Does Clicktools multi-language support include double byte character sets? Yes, multi-language support includes double byte character sets such as Arabic.

And right to left languages? Yes, it also includes right to left languages such as Hebrew.

How does translated content go in to Oracle? This is quite cool, especially if you need to run global or regional surveys because, if you run content in multiple languages, answers to closed questions will be passed in to Oracle in the base language (usually English). Answers to open questions (text, essay) will go in to Oracle as they are entered. This means you can run your CSat survey in 30 languages and pass all this seamlessly in to Oracle – from ONE survey!! Is there any way I can control the look and feel of my content? Yes – you can do this in several ways. If you want to control all content from one place then the start point would be a Presentation template to manage question text fonts, colors and other general settings. You can style individual elements (over-riding the template) using the formatting bar. You can also add in html tags in to question options and add CSS classes against elements. The CSS classes are then defined in an Advanced template. No, I meant can I layout the content in a different way, for example, if I wanted to do an address block? Oh sorry. Yes, you can do this using ‘Groups’. Groups are a great piece of functionality that basically layout content in to a ‘Table’ or in a continuing ‘Flow’ (one after the other until the page width stops). An address block is a great example of this, as is the MadLib sign-up form included in your trial account. Can I score or weight responses? Yes, if you have Clicktools Professional Edition and above. This enables you to weight and score closed questions; group closed question responses in to ranges (e.g. good or bad) and combine the answers to multiple questions in to one score. You can then use these results in charts and dashboards.



Clicktools separates Content, Presentation & Deployment. ‘Instances’ bring all three together to give a fully branded form or survey and you must have at least one instance to deploy your content.

Instances are managed from the ‘Surveys’ tab. When you click the Surveys tab, you will see a list of all of your Content. Included in this list will be your new form. Underneath the name of the form is the ‘Instance’ area. We will create an instance now. There are several settings that you need to be aware of. The most important are: Oracle: Automatic means that Clicktools will attempt to synchronize information with Oracle every time the Submit/Close button is pressed on the survey/form. When set to Manual, Synchronization must be pushed by a Clicktools user from the ‘Oracle’ menu. Template: Choose how your form is branded. We will use the Default1 example template set up in your account but Clicktools enables you to build a template that completely reflects your brand. See our webinars in the help & support area for more help or ask your Clicktools rep about us building a branded template for you. Delete Responses? When checked, once a response has been successfully synched with Oracle it will be deleted from Clicktools and therefore not use storage or be available in results analysis. SurveyURL: In Clicktools Personal+ and above you can define additional URLs to use for links.

Enter ‘My first instance’ as Name (or your own text)

Set Oracle to ‘Yes – Automatic’

Enter your credentials for the

Oracle org you want to synchronize information to

Set

Set Template to

2

Create instance



For example; surveys.bigcorp.com. This area enables you to choose which URL to use. Multiple Responses: When set to No, a cookie will restrict a PC to 1 response. Note: Set ‘Multiple Responses’ to Yes for testing. Exit Page: Where the user is sent after they click ‘Submit/Close’. When you click ‘Create’ the window will refresh and the following will appear: • A Survey URL link for you to deploy on

websites or 3rd party email tools. Tabs enabling you to: • Send the survey to Contacts stored in

Clicktools and track emails sent. • Add survey ‘Actions’ enabling multiple exit

pages, emails following submissions (Clicktools Pro Edition and above).and much more…

‘Default1’

Multiple Response to ‘Yes’

Enter your organization’s

home page in the Exit Page.

You have now created your Instance. Before we move on to the next step, there are some answers to some Frequently Asked Questions about this step in the process.



Frequently Asked Questions about instances Is the ‘Shared URL’ my only option? No. For every instance you create there are two types of URL. A personal URL will link a specific person to your content and forces one response whilst the Shared URL can be sent to multiple people. The basic rule is as follows: If sending the invite is within Clicktools control you can use either link (although the Personal URL is recommended). There are two ways you can send an invite from Clicktools: Import Contacts in to Clicktools or use the Clicktools Deploy wizard to send invites to any email address contained within a Oracle custom report. If sending the invite is not within Clicktools control then you can only use the Shared URL. Examples of this are putting the link on a web site, including the link in a Oracle email used in workflow or including a link in a 3rd party tool (e.g. an Email/Marketing tool). Can you tell me a little bit about Templates? Sure, Templates aren’t covered in this guide but they are very powerful. You probably spend a lot of time building and defining your brand. Clicktools believes that this should be reflected when you present your content so whilst we don’t provide lots of templates called ‘Summer Meadows’ and ‘Spring Flowers’ we do provides a very flexible and powerful environment for you to completely reflect your brand.

How do you do this? At the simplest level, ‘Basic’ templates define fonts, colors and some standard layout features. However, ‘Advanced’ Templates enables you to include any html, CSS and/or javascript. Using this template means you can present and control every element in your survey and even control the size, shape and position of your form/survey on the page. Do I need access to HTML skills? Yes, but you don’t need to be a real geek to do some pretty powerful, yet relatively simple, stuff. Why not have a look at the examples, and perhaps Copy these and have a play. You can also combine Basic and Advanced Settings so, for example, you can upload an image and then use it within one of the Advanced templates by placing it in your template from the Basic menu.

When would I use more than one instance? Great question. When you use multiple instances you not only look at results separately but also combine results together, so, multiple instances are used by organizations who, for example, want to run the same survey for different regions/departments or countries; or want to present the same survey with different branding. If you have any questions about whether you should be using multiple instances please contact the support team. I want to send an email back to the person who completed my form/survey, can I do this? Yes. If you have Clicktools Team Edition and above, then you can use ‘Actions’ to define events that occur on entry to and exit from your content. This can be used in conjunction with an Email template to send an email back to the individual (assuming you have captured their email address) or to ensure you only receive one response per survey (on ‘on entry’ action that happens if the form has already been submitted).



Clicktools enables you to use information collected to create, update and/or find standard objects and custom objects as well as create/update and link information together. The ‘Map’ defines exactly what happens to the information collected in the form. .

All synchronization to Oracle is controlled through the Oracle tab. When you have logged in, you will be presented with the Oracle control panel. Note: If login fails, it is likely that your credentials are not allowed to access Oracle through the API. Your CRM Admin will need to set this up. The control panel lists all the content that is set to synchronize with Oracle. Here you can see what responses have successfully synched and full error reporting enables you to ensure that no response is lost. Your first form should be at the top of the list. We want to set up the ‘Map’ so click the Map link on the right hand side of the screen. The 1st time you click this link it may take a few seconds as Clicktools is communicating with Oracle to understand what information you have access to. Note: The information you can access through Clicktools is determined by your Role/Profile settings in Oracle. If you find that information you expected to see is missing from the list your CRM Admin will need to enable read/write access. You create a Mapping for each type of information (or ‘Object’) you want to work with. In this example we first want to create an Account. As this is first in the Oracle Type

Enter your credentials for your Production or Development account.

3

Map to Oracle



dropdown we simply click “Add New Mapping”. The screen refreshes to display an Action, a dropdown of fields, a Fail on Error checkbox and an ‘Add Condition’ capability. Clicktools enables you to carry out 4 actions: • Create New • Find Existing • Update Existing • Update Existing or Create New For the last three options, we can use information provided in response to a question to find or update some information (in this case an Account) in Oracle. If multiples are found then you can choose to use either the first created, last created or last modified. The dropdown contains all the fields you can access. Remember this list is governed by your Role/Profile so if an expected item is missing speak to your CRM Admin. In the dropdown, required fields are indicated by a *, and fields that have previously been used in the mapping will be greyed out. There are no required fields, but we will simply create an Account in Oracle using Account Name. Select this field and click Add. Once added, the drop-down to the right of the field contains all your questions along with some additional information that may be useful in a mapping such as the name, date completed, links to completed forms/surveys and a fixed value that enables you to enter. Q3.Company is the question that will be used to populate the Account Name so select this. We now need another mapping to create the Contact and link it to the Account so find ‘Contact’ in the Oracle Type dropdown.

Select ‘Contact’ in Oracle Type dropdown



Note: Your list may vary from the list shown. The first field captured was First Name – we map this to First Name in Oracle. When selected, Q1 is pre-selected so we can move on and map the second piece of information we collected – Last Name. Repeat the above steps - select field and then appropriate question to map the remaining information: • Last Name, Email, Business Phone We will map the “How can we help you?” question to the Contact Description field. The final step in the mapping is to link the Contact to the Account. We do this by selecting a [reference] field in the dropdown. We want to link to the Account so Oracle marks this as ‘Account Id [ID]’. As this is selected, we can just ‘Add’. Every time you add a mapping section, Clicktools adds an additional entry to the question dropdown that enables you to link to it. You will see these ‘Reference’ links at the bottom of the question drop-down. This completes your mapping so let’s save it by clicking ‘Apply’ which will return you to the Oracle control panel.

Repeat for fields

You have now created your mapping. Let’s now move on to see it working. Oh before then; the FAQ….



Frequently Asked Questions about synching with Oracle My Oracle control panel looks different, why is this? Users of Personal edition will see a less-rich panel that only includes responses to synch and successful responses. Advantages of the full control panel include individual error tracking and recovery and greater visibility of errors. What happens if something fails to synch to Oracle? If something fails to synch to Oracle we will do one of two things. If it’s a temporary error (such as a timeout or synch being attempted during a Oracle maintenance window) then we will pro-actively attempt to re-synch this data on the hour. After 10 failed attempts, the synch will be placed in the ‘Failures’ column. For other (permanent) errors, the response will be placed immediately in to the ‘Failures’ column. From there, you can examine each response to correct and manually re-synch. In Clicktools Personal Edition, all errors are placed in the ‘Responses to synch’ column. What will happen if I un-check the Fail on Error box? If this box is not checked, then any failures for that section will be ignored. If all mappings are un-checked then every response will be marked as synched, whether it fails to synch or not. Can I lose responses? No, Clicktools thorough error monitoring and recovery capability means that all your responses will either be in Clicktools and/or Oracle. I don’t want to put all my information in to separate fields, what should I do? Clicktools includes a useful ‘Append’ capability that enables you to add information in to a ‘text’ or ‘essay’ field in Oracle. This means you can put the answers to lots of questions in to one essay question – which is exactly how responses to the Case and Customer Satisfaction surveys are mapped in the examples. I want to change the information recorded in Oracle based on the way the form is completed, can I do this? Yes. You can add conditions to mappings or individual fields within a mapping. You can set a condition against either a question that enables you to, for example, use different fixed values according to a response, or add a new lead to different campaigns based on the source for that Lead. You can also set a condition against a previous mapping section which allows you to, for example, choose to create a Lead if you cannot find an existing Lead or Contact.



Clicktools provides many options for deployment. We will use a shared link available directly from Clicktools.

To deploy a survey, the easiest approach is to simply click the Survey URL. To do this you can go to Surveys à Deployment or, alternatively, go straight to the Deployment page from the Oracle àSetup link. To test the survey, click the URL. It should look like the form opposite. Complete the form and send the information to Oracle by clicking the Submit button. Note: Did you set an Exit page? If so, this page will be displayed, otherwise the window will be closed. Now, we need to see whether the information has been synched. We can do this from the control panel. If you have followed the steps as outlined and you have the necessary permissions the synch will be successful and you will see a “1” in the successful column – login to your Oracle Account to see the new Account & Contact.

If you see an error in the Failures column, click on the link and examine the error. Try to correct the error & re-synch by using ‘Edit’ and Re-synch.

If you still have problems please contact us.

Complete the Survey. Use

information that can be easily

remembered and identified in your

Oracle account (so you can delete

it!)

4

Deploy



Frequently Asked Questions about deploying How do I test my content? You will probably have noticed that Clicktools doesn’t have the concept of a ‘test’. Once you have created your instance you can use this as your test. Then, once you are happy everything is working you can simply delete the test responses to start from live. If you do want to set up a specific test instance, then copy it to ensure your mapping is copied! How is Clicktools usually deployed? There are three main ways that Clicktools is deployed. • Place a Shared URL link on the web behind either a banner or link, as a pop-up/under, within an iFrame etc. This approach is used for web2lead, event registration or

Contact us type form similar to the one you have created in this document. • The second approach is to use a Shared URL within a Oracle workflow to ask for information or collect feedback after a specific event. • Third, put a Clicktools Shared URL link behind a custom button or link in Oracle to improve scripting or operational updates.

Can I pre-populate information from Oracle in to my content? Yes, any question can be passed in to Oracle using a standard notation ‘&qX=N’ on the end of the URL (where X is the question number in Clicktools and N is the value passed in to Clicktools). This could be a fixed value or a merge field from Oracle. I haven’t seen anything about viewing Results, is that something Clicktools does? Absolutely, for users of Clicktools Personal+ or above, Clicktools provides a very powerful LIVE results feature. You don’t need to generate (and keep re-generating) reports as Clicktools automatically provides charts for every question for all your content. You can dynamically cross-tab, filter, trend results at the click of a mouse and easily export/publish this information. You can also, should you wish, include these results in a Oracle dashboard. Users of Clicktools Professional Edition and above can also generate custom charts and dashboards, enabling them to report on Key Indicators such as Standard Deviation, Top Box and show this information in dashboards in Spider and Key Driver Charts.

Using Clicktools with Oracle CRM On · PDF fileUsing Clicktools with Oracle CRM On Demand...

Documents

Transcript of Using Clicktools with Oracle CRM On · PDF fileUsing Clicktools with Oracle CRM On Demand...