Installation & Configuration Guide Professional Edition

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1 Installation & Configuration Guide Professional Edition Version 2.3 Updated January 2014

2 Table of Contents Getting Started... 3 Introduction... 3 Requirements... 3 Support... 4 Recommended Browsers... 4 Other Supported Browsers... 4 Installing icontact for Salesforce... 5 Installing icontact for Salesforce Package... 5 Adjusting your Salesforce Security Controls... 7 Add Safe IP Ranges... 7 Adjusting your Salesforce Settings and Configuration... 8 Modify Campaign Page Layout... 8 Modify Leads Modify Contacts Modify icontact Sent Message Page Layout Modify icontact Message Statistic Page Layout Configuring icontact for Salesforce (You re almost done!) Sending a Test Create an icontact Campaign Add Recipients Send Test Message Additional Information: Choosing Appropriate Sharing Rules Setting Installing the icontact MessageBuilder Tab - Optional icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 2

3 Getting Started Introduction Welcome to icontact for Salesforce! This document serves as a guide to installing and configuring icontact for Salesforce CRM (hereafter referred to as icontact ) within your Salesforce organization. marketing with icontact for Salesforce allows you to create, send and track relevant and targeted marketing without the need to learn a new application. This document includes step by step instructions for full installation and configuration. NOTE: Apart from sections in the guide marked as Optional, be sure to follow all directions step by step as they are required for the icontact for Salesforce integration to properly function. Requirements To use icontact, your Salesforce organization must be Professional, Enterprise or Unlimited edition. This guide is for Professional edition only. For Enterprise or Unlimited editions, please use the specialized guide, located here. Not sure which edition of Salesforce you have? Check the title bar of your browser for the name of your Salesforce Edition. Other Requirements: Campaign functionality enabled You must have System Administrator rights to your organization to perform the installation and configuration of icontact for Salesforce You will need a System Administrator level user for authentication of your Salesforce organization with icontact. It s recommended that you have a separate user (additional user license) set up just for this purpose with a custom profile, proper permissions and a password that never expires. If this is not possible, use a System Administrator user for authentication purposes. (more on page 29) We recommend having unlimited data storage, though it is not required. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 3

4 Support For any technical or setup questions that are not answered in this guide, please contact icontact for Salesforce Support at: Toll free: International: Recommended Browsers Firefox Google Chrome Other Supported Browsers Safari Internet Explorer More information about Salesforce Supported Browsers icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 4

5 Installing icontact for Salesforce Installing icontact for Salesforce Package 1. Click the following link or copy and paste it into your browser Log in with your Salesforce System Administrator credentials. 3. Ensure that the package name listed is correct and is Version Review the contents of the icontact for Salesforce package and click Continue. 5. Approve Third-Party Access for app.icontact.com and click Continue. 6. Review Package API Access page and click Next 7. Now, click Install - This may take a few minutes, depending on your Internet connection speed and the size and density of your Salesforce org. 8. In most cases the installation should complete in a few moments, and you ll see the following message. 9. When the installation has completed, if you re not automatically redirected, go to Setup > App Setup > View Installed Packages icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 5

6 10. You should now see the icontact for Salesforce package listed 11. Verify in applications (dropdown in top right) that there is now icontact Marketing. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 6

7 Adjusting your Salesforce Security Controls Add Safe IP Ranges 1. Go to Setup > Administration Setup > Security Controls > Network Access 2. Click New to add the following trusted IP ranges: icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 7

8 Adjusting your Salesforce Settings and Configuration Modify Campaign Page Layout 1. Go to Setup > App Setup > Customize > Campaigns > Page Layout Add Fields to Additional Information Section: 2. Choose Fields in the menu at the top of the page. 3. Locate the following fields and drag and drop them to the existing Campaign Information section: a. Targeted Join Date 1 b. Targeted Join Date 2 4. Save Be sure to save your work periodically. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 8

9 Create Campaign Impact Section: 5. Choose Fields in the menu at the top of the page. 6. Create a new section on the page by clicking and dragging Section onto the page layout. We recommend placing it below the Additional information section. 7. Use the following Section Properties: a. Section Name: Campaign Impact b. 2-Column layout c. Left-Right Tab-key Order d. Click OK 8. Locate the following fields and drag and drop them to the new Campaign Impact section: a. Average Open Rate b. Average Click Rate c. Average Bounce Rate d. Average Unsubscribe Rate Create Charts Section: 9. Choose Visualforce Pages in the menu at the top of the page. 10. Create a new section on the page by clicking and dragging Section onto the page layout. We recommend placing it below the Campaign Impact section. 11. Use the following Section Properties: a. Section Name: Charts b. 1-Column layout icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 9

10 c. Click OK 12. Locate the Campaign Dashboard Visualforce page and drag and drop it into the new Charts section. Create Success Criteria Section: 13. Choose Fields in the menu at the top of the page. 14. Create a new section on the page by clicking and dragging Section onto the page layout. We recommend placing it below the Charts section. 15. Use the following Section Properties: a. Section Name: Success Criteria b. 2-Column layout c. Top-Down Tab-key order d. Click OK icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 10

11 16. Locate the following fields and drag and drop them to the new Success Criteria section: a. Open Rate Caution % b. Open Rate Success % c. Click Rate Caution % d. Click Rate Success % e. Bounce Rate Caution % f. Bounce Rate Warning % g. Unsubscribe Rate Caution % h. Unsubscribe Rate Warning % 17. Save Add Custom Buttons: 18. Choose Buttons in the menu at the top of the page. 19. Locate the following buttons and drag and drop them to the Custom Buttons section: a. Update Statistics b. icontact Send c. Targeted Send d. icontact Help icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 11

12 20. Save Add Custom Links: 21. Choose Custom Links in the menu at the top of the page. 22. Locate the following custom links from the menu and drag and drop them into the existing Custom Links section: a. Open Rate for All Messages b. Click Rate for All Messages c. Bounce Rate for All Messages d. Unsubscribe Rate for All Messages Add icontact Sent Messages Related List: 23. Choose Related Lists in the menu at the top of the page. 24. Locate the related list icontact Sent Messages and drag and drop it onto the page layout. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 12

13 25. Click the wrench icon on the icontact Sent Messages related list to edit. 26. Add the following fields to the Selected Fields: a. Message Subject (already there) b. Scheduled Time c. Unique Opens d. Total Opens e. Unique Clicks f. Total Clicks g. Delivered h. Unsubscribes i. Targeted j. Status 27. Change the Sort by: picker to Scheduled Time and mark it as Descending. 28. Click the plus sign on the right side to expand the Buttons menu. 29. Uncheck New. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 13

14 30. OK 31. Save Modify Leads *Note: Even if your organization does not utilize Lead objects in Salesforce, you must complete at least steps 1-8 in this section. Map Lead Fields 1. Go to Setup > App Setup > Customize > Leads > Fields 2. Click Map Lead Fields 3. For icontact Contact Id select Contact.iContact Contact Id 4. Save icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 14

15 Modify Lead Page Layout 5. Go to Setup > App Setup > Customize > Leads > Page Layout Add Fields to Lead Page Layout: 6. Choose Fields in the menu at the top of the page. 7. Locate the following fields and drag and drop them onto the Lead page layout: a. Opt Out b. Fax c. icontact Contact Id icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 15

16 8. After adding icontact Contact Id to the page, hover over it a. Click the wrench to edit b. Choose Read-only c. Save Note: These three fields, Fax, Opt Out, and icontact Contact Id, are specified here because they are not always visible to profiles by default. The following additional standard fields should be visible to profiles by default, but if you ve made layout changes, you may need to check that these fields are also visible on the lead layout: Salutation First Name Last Name Account Name / Company Phone Mailing Address / Address icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 16

17 Add Related Lists to Lead Page Layout: 9. Drag and drop the following Related Lists onto the page layout: a. icontact Message Statistic b. icontact Clicked Links 10. Edit the settings of each of these two related lists by clicking the wrench icon. 11. Add the following fields for the icontact Message Statistic related list: a. Recipient Name (should already be there) b. Campaign c. icontact Sent Message d. Total Opens e. Total Clicks f. Bounced Date g. Unsubscribed Date h. Created Date 12. Choose Sort By: Created Date and select Descending. This will put your newest message statistics at the top of your lists. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 17

18 a. Click the + next to Buttons and uncheck the New option. b. Click Ok. 13. Click the wrench icon on the icontact Clicked Links related list to edit. 14. Add the following fields to the Selected Fields: a. Link (should already be there) b. Full Link c. Clicks d. Unique Clicks e. Created Date 15. Choose to Sort By: Created Date and select Descending. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 18

19 16. Click the + next to Buttons and uncheck the New option. 17. Click Ok. 18. Click Save icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 19

20 Modify Contacts *Note: Even if your organization does not utilize Contact objects in Salesforce, you must complete at least steps 1-4 in this section. You will receive an error message and be unable to send through icontact for Salesforce if not all steps in this section are followed. Modify Contact Page Layout 1. Go to Setup > App Setup > Customize > Contacts > Page Layout Add Fields to Contact Page Layout: 2. Choose Fields in the menu at the top of the page. 3. Locate the following fields and drag and drop them onto the Lead page layout: a. Opt Out b. Fax c. icontact Contact Id icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 20

21 4. After adding icontact Contact Id to the page, hover over it a. Click the wrench to edit b. Choose Read-only c. Save Note: These three fields, Fax, Opt Out, and icontact Contact Id, are specified here because they are not always visible to profiles by default. The following additional standard fields should be visible to profiles by default, but if you ve made layout changes, you may need to check that these fields are also visible on the contact layout. Salutation First Name Last Name Account Name / Company Phone Mailing Address / Address icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 21

22 Add Related Lists to Contact Page Layout: 5. Choose Related Lists in the menu at the top of the page. 6. Drag and drop the following related lists onto the page layout: a. icontact Message Statistic b. icontact Clicked Links 7. Click the wrench icon on the icontact Message Statistic related list to edit. 8. Add the following fields to the Selected Fields: a. Recipient Name (should already be there) b. icontact Sent Message c. Campaign d. Total Opens e. Total Clicks f. Bounced Date g. Unsubscribed Date h. Created Date 9. Change the Sort by: picker to Created Date and mark it as Descending. This will put your newest message statistics at the top of your lists. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 22

23 a. Click the + next to Buttons and uncheck the New option. b. Click Ok. 10. Click the wrench icon on the icontact Clicked Links related list to edit. 11. Add the following fields to the Selected Fields: a. Link (should already be there) b. Full Link c. Clicks d. Unique Clicks e. Created Date 12. Choose to Sort By: Created Date and select Descending. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 23

24 13. Click the + next to Buttons and uncheck the New option. 14. Click Ok. 15. Click Save icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 24

25 Modify icontact Sent Message Page Layout 1. Go to Setup > App Setup > Create > Objects 2. Click icontact Sent Message 3. On the icontact Sent Message page, locate the Page Layouts section. 4. Click Edit for icontact Sent Message Layout 5. Choose Fields in the menu at the top of the page. 6. Locate the following fields and drag and drop them to the page layout: a. icontact Message ID b. icontact Campaign ID c. icontact Asynchronous Send Id d. icontact Send ID e. Status Summary f. Comments icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 25

26 7. Save Modify icontact Message Statistic Page Layout 1. Go to Setup > App Setup > Create > Objects 2. Click icontact Message Statistic 3. On the icontact Message Statistic page, locate the Page Layouts section. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 26

27 4. Click Edit for icontact Message Statistic Layout 5. Choose Fields in the menu at the top of the page. 6. Locate the following field and drag and drop it to the page layout: a. icontact Contact ID 7. Save icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 27

28 Configuring icontact for Salesforce (You re almost done!) 1. Click All tabs (+ or > on far right tab) 2. Click on 3. Click Edit 4. Configure a. Enable Lite Version Checking this box enables Lite version instead of Normal version. Lite version does not store information on the campaign member level and may benefit users with storage capacity concerns. Leaving the box unchecked (recommended) enables Normal version. Normal version stores statistics on the campaign member level and is recommended for most users. The version can be changed at any time on this page and may be altered for each individual send. We recommend not checking this box for most users. b. View Spam Score - Check this box if you prefer to view the spam score of your message before you send it. Note: icontact will not send messages with a spam score greater than 5.0. We recommend checking this box. c. Disable Sharing Rules If your organization wide settings are set to Private, checking this box disables this within the icontact for Salesforce application. This would allow any user with Campaign permission the ability to send Messages to Contacts and Leads that your Salesforce Organization Wide Default permissions don t allow them access to. Please see the full details of this feature on page 36. We recommend not checking this box. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 28

29 5. icontact API Connection Enter the information that was provided to you by icontact for this section. All fields are required. The information for these fields will not change unless changed at the icontact account level. This password should not be changed unless instructed to by an icontact support rep. 6. Salesforce API Connection Enter the Salesforce Credentials (username and password to access Salesforce) of your chosen user and click Submit. We recommend using a non-human user with a password that never expires for this role. This just means a separate user with a Salesforce license that is not the regular login for a staff member or any other person. This user must be a Salesforce System Administrator and must have View all Data permissions on the profile level. The reason for this recommendation is that this username and password is used to authenticate icontact for Salesforce. If you use a human user and they leave the organization, or their password changes, you will then be required to re-authenticate the integration with a new set of credentials. If using a non-human user is not possible, use a System Administrator s credentials. Just keep in mind that most Salesforce password policies require a password reset after 90 days and the new password will need to be re-entered in this section once it is reset. When you see the success message below, your credentials have been accepted. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 29

30 Important Note for Internet Explorer users: If your Internet Explorer browser does not allow all cookies, you may see this page after entering icontact API Connection information: 1. In your Internet Explorer browser, go to Tools > Internet Options. 2. In the Privacy tab, move the Settings slider to Accept All Cookies and click OK. Refresh the window to set your Salesforce credentials. This privacy setting may be changed back after your credentials are successfully submitted. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 30

31 Sending a Test Create an icontact Campaign 1. Create a new Campaign 2. Specify a name for your icontact Campaign 3. Mark the campaign as active 4. Click Save. Add Recipients 1. Click Manage Members and choose Add Members Search. 2. You can search your contacts and leads using filters to locate yourself and/or other internal users to your campaign for testing. 3. Add with the status of your choice (Note that for the purposes of icontact for Salesforce, it does not matter which status is selected). 4. To search again and add more campaign members, click the Add Members tab within the Add Members Search option. 5. When finished, click Back to Campaign. Send Test Message icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 31

32 1. Click icontact Send 2. NOTE: The three major browsers (Chrome, Firefox and Internet Explorer) now contain a security feature that needs to be disabled in order to complete your send. If this feature isn t disabled, the Send to Campaign Members button (see step 7) won t function and the HTML preview of your template won t load. Below are simple steps you can follow to do this in each browser. If you have any further questions, please contact Support: Chrome: Firefox: a. In Chrome, click the icon that looks like a shield on the right side of the address bar. b. Click Load unsafe script in order to load all content on the page. a. In Firefox, click the icon that looks like a shield on the left side of the address bar. b. Click the drop-down arrow next to Keep Blocking c. Select Disable Protection On This Page Internet Explorer: a. In Internet Explorer, a pop-up should appear at the bottom of the page. b. Click Show all content 3. Select the icontact Templates folder and the icontact Demo Template 4. Enter the name, address, and physical address from which this message will be sent. icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 32

33 5. Enter your initials where indicated. 6. Choose Send Immediately as the Scheduling option. 7. Preview the message and click Send to Campaign Members. 8. Continue through Spam Check Score display. 9. From the icontact Sent Message page, watch the status to ensure that it changes from Scheduled to In Progress to Released. This status will update automatically. 10. Confirm receipt of the message. 11. Click Update Statistics to view updated statistics For more information on sending messages, application features, and tracking details, please refer to the icontact for Salesforce User Guide. Additional Information: Choosing Appropriate Sharing Rules Setting This setting is found under All Tabs > icontact Configuration > icontact Configuration Detail > Disable Sharing Rules (see page 28). icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 33

34 Description of Default (unchecked) Setting: The Disable Sharing Rules default setting of unchecked keeps your Salesforce organization s permission settings (org-wide, roles, and sharing rules) intact. Users that have been given permission to use icontact for Salesforce and also have read/write access to Contacts, Leads, and Campaigns will be able to send s through icontact and update statistics. Description of checked Setting: When the Disable Sharing Rules setting is checked, sharing settings that prevent an icontact for Salesforce user from accessing an icontact campaign for sending or updating will be ignored. This only affects sending and updating. This can also be accomplished by manually sharing a record, or by writing new sharing rules for your org, though sharing rules should only be prepared by a trained Salesforce System Administrator. When might I check the Disable Sharing Rules option? If an icontact for Salesforce user needs to send or update an icontact Campaign, and they don t have Full Read/Write access to the Campaign. If an icontact for Salesforce user needs to send or update an icontact Campaign, and they don t have Full Read/Write access to the Contacts or Leads in the campaign. Other scenarios may apply We recommend examining your needs carefully and, if possible, write a sharing rule or share a record manually instead of using this feature. If you have questions regarding any of these steps, please contact the icontact for Salesforce Support Team. Toll free: International: Installing the icontact MessageBuilder Tab - Optional You may be interested in adding the icontact MessageBuilder Tab to allow easy one-click access to your icontact account. This will allow you to access icontact s HTML editor and hundreds of templates, as well as billing and other account information. This step is optional and may be done at any time. 1. Go to Setup > App Setup > Create > Tabs 2. Under Web Tabs click New a. Select the page layout of your choice. We like the Full page width b. Click Next 3. Enter the following properties: a. Tab Label: icontact MessageBuilder b. Tab Name: icontact_messagebuilder c. Tab Style: Use the search function to choose any icon for your tab d. Content Frame Height: 800 e. Click Next icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 34

35 4. Button or Link URL: 5. Click Next 6. Choose which profiles will have access to the icontact MessageBuilder tab. We suggest starting with System Administrators only. 7. Click Next 8. Choose which customs apps should house the icontact MessageBuilder Tab. 9. Click Save Now you may click your new icontact MessageBuilder tab to access icontact s HTML editor and templates. You should be logged in directly the first time, but in the future may need to log into the icontact account on this tab to access the features. Contact the icontact for Salesforce support team if you need assistance with this. Toll free: International: icontact for Salesforce Installation and Configuration Guide Version 2.3 Professional Edition 35

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