Oracle Eloqua Sales Tools

http://docs.oracle.com Oracle Eloqua Sales Tools User Guide 2015 Oracle Corporation. All rights reserved 08/10/2015

Contents 1 Sales Tools Overview 4 2 Profiler Overview 5 2.1 Installing Profiler 8 2.2 Re-configuring Profiler 9 2.3 Accessing Profiler 10 2.4 Accessing contact records in Profiler 11 2.5 Viewing data in Profiler 13 2.6 Adjusting the lead score model used in Profiler 15 2.7 Setting up activity notifications in Profiler 16 2.8 Profiler integration 18 2.8.1 Adding a Profiler link to Oracle Sales Cloud 18 2.8.2 Embedding Profiler in CRM ondemand 20 2.8.3 Embedding Profiler in Microsoft Dynamics 2013 23 2.8.4 Embedding Profiler in Salesforce 25 2.8.5 Embedding Profiler in OKTA with SSO 31 3 Profiler Stream 34 3.1 Configuring Profiler Stream settings 35 3.2 Accessing Profiler Stream 38 3.3 Filtering contact activity in Profiler Stream 39 3.4 Adjusting the lead score model used in Profiler Stream 41 3.5 Setting up activity notifications in Profiler Stream 42 3.6 Configuring Twitter fields in Profiler Stream 44 3.7 Configuring Profiler Stream for Salesforce 47 3.8 Configuring Profiler Stream for Microsoft Dynamics CRM 53 4 Engage 61 4.0.1 What's it in for the marketing side of the house? 61 4.1 Accessing Engage 61 4.2 Adding attachments to Engage emails 62 4.3 Adding field merges to Engage emails 63 4.4 Adding hyperlinks to engage emails 65 2015 Oracle Corporation. All rights reserved 2 of 128

4.5 Adding images to Engage emails 65 4.6 Adding recipients (contacts) and a subject to Engage emails 67 4.7 Adding signatures to Engage emails 75 4.8 Modifying the sent from email address 76 4.9 Creating Engage emails using a blank template 77 4.10 Creating Engage emails using existing templates 80 4.11 Previewing Engage emails 86 4.12 Deleting saved templates in Engage 87 4.13 Saving Engage emails as templates 88 4.14 Viewing advanced reports in Engage 89 4.15 Viewing reports in Engage 92 4.16 Engage integration 96 4.16.1 Embedding Engage in Oracle CRM On Demand 96 4.16.2 Embedding Engage as a tab or button in Salesforce 100 4.16.3 Embedding Engage in OKTA with SSO 103 5 Oracle Eloqua Sales Tools for Chrome 106 5.1 Installing Oracle Eloqua Sales Tools for Chrome 107 5.2 Accessing Oracle Eloqua Sales Tools for Chrome 108 5.3 Matching to Eloqua contacts based on email addresses on a webpage 110 5.4 Matching to Eloqua contacts based on a domain 111 5.5 Matching to Eloqua contacts based on a LinkedIn profile page 112 6 Discover for Salesforce 114 6.1 Overview 114 7 Sales prioritization views overview 115 7.1 Configuring sales prioritization views in Salesforce.com 115 7.1.1 Configuration 115 8 Sales Tools Administration 122 8.1 Configuring settings for Engage 122 8.2 Configuring Profiler Stream settings 126 2015 Oracle Corporation. All rights reserved 3 of 128

1 Sales Tools Overview Oracle Eloqua's Sales Tools extend Eloqua's functionality to support the Sales effort, like Eloqua supports the Marketing effort. Engage helps Sales create consistent, on-brand emails; Eloqua Discover gives salespeople a prioritized view of their hottest, most engaged prospects, and Eloqua Profiler provides an at-a-glance summary of each contact's activities over the last months. Eloqua for Sales (which includes Engage, Discovery, and Profiler) is included with all Eloqua packages, with different numbers of user licenses. Additionally, Oracle Eloqua Sales Tools for Chrome is a Chrome extension which allows you to leverage Profiler and Engage features in an easy to access pop-up in your Chrome browser. 2015 Oracle Corporation. All rights reserved 4 of 128

2 Profiler Overview Note: Before you can access the responsive version of Profiler it must be installed in your Eloqua instance, once installed the customer administrator can customize the options that appear to those using the program. Learn more about installing and configuring Profiler. Profiler is one of Eloqua's Sales Tools. It presents valuable information about contacts in an easily accessible and data-rich format that can be viewed on desktop computers, tablets, and mobile devices. With Profiler you are able to view the contact details for a potential client, their activities, their lead score value, and so on. It is designed specifically for use with ios and Android devices, giving marketers the option to access Eloqua's Profiler functionality from their mobile devices when they are on-the-go. See examples of Profiler's responsive design on multiple devices (desktop, tablet, and mobile phone): 2015 Oracle Corporation. All rights reserved 5 of 128

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2015 Oracle Corporation. All rights reserved 7 of 128

2.1 Installing Profiler Before you can use Profiler you must install the app and configure the settings for your Eloqua instance. Important: The installation process must be done by a user with Client Administrator rights. To install the Profiler app: 1. Follow the Profiler installation URL provided: https://login.eloqua.com/?returnurl=apps/cloud/admin/catalog/add/512cc250-bf75-4b64-98c2-9ce3858a18e1/d3-01-e2-ab-6c-23-36-17-7c-b1-44-49-89-11-d0-c3 2. Log in with your Eloqua credentials, if required. 3. Click Accept to add the app to your AppCloud Catalog. 4. Configure Profiler: i. Select the check boxes next to the options that you want to enable for your instance. Note: Unchecking the Show Subscription Status check box will hide the subscription status from the Details tab in Profiler. Note: Email preview is available for 120 days after the send date. 2015 Oracle Corporation. All rights reserved 8 of 128

ii. Map the social fields that will appear in Profiler, select the field that corresponds with each social networking platform. Note: Contacts may have more than one account in a single social networking site, the field mappings section allows you to specify from which account fields, personal or professional, Profiler should draw information. iii. Click Save. 5. Click Proceed to complete the setup. The app is now installed. If you look in your AppCloud Catalog (Settings > Setup > AppCloud Catalog), the Manage drop-down allows you to configure, re-install, and uninstall the app. You can also check its status. Learn more about re-configuring Profiler. 2.2 Re-configuring Profiler The options that appear in Profiler depend on the settings that were selected when the app was installed. If you would like to re-configure these settings, you must do so through the AppCloud catalog. To re-configure Profiler: 1. Navigate to Settings > Setup, then click AppCloud Catalog. 2. From the Manage drop-down select Configure. Warning: To modify configuration settings for your app, click Manage > Configure in the AppCloud Catalog. If you select Re-install, you will be forced to go through the entire configuration process again. The app will be unavailable for all users during the reinstall. 3. Re-configure the settings as needed. 2015 Oracle Corporation. All rights reserved 9 of 128

4. Click Save to save your settings. 2.3 Accessing Profiler Note: Before you can access the responsive version of Profiler it must be installed in your Eloqua instance, once installed the customer administrator can customize the options that appear to those using the program. Learn more about installing and configuring Profiler. Profiler can be accessed in the following ways : Direct: https://login.eloqua.com/apps/salestools/profiler Autologin: https://login.eloqua.com/autologin?loginprefix=<login Prefix>&Url=/apps/salesTools/profiler SAML: https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&ReturnUrl=/apps/salesTools/profiler SFDC IDP: https://<podurl>/sso/sfdc/v1/svp.aspx?lp=<login Prefix>&RU=/apps/salesTools/profiler Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. You can also directly access a contact's record in Profiler using their email address. Simply add the following to the URLs above, and insert the contact's email address where needed: /contacts?emailaddress=[enter contact's email address] 2015 Oracle Corporation. All rights reserved 10 of 128

2.4 Accessing contact records in Profiler Profiler allows you to view contact information on your mobile devices using a convenient and device friendly interface. When you log in to Profiler for the first time you will see a welcome message on the home page, this message informs you that you can search for contacts using a name or email address, as described below. To search for a contact in Profiler: 1. Select the icon in the upper right-hand corner of the Profiler screen. Note: You can also use the Search Contacts field that appears on the search page when you open the app. 2. Enter the name or the email address of the contact for whom you would like to view information. A list opens showing all contacts matching your search criteria. 3. Select the name of the correct contact from the list. Their contact record opens displaying their details and activities. Learn more about the information provided in Profiler. After your first visit to Profiler, a recently-viewed contacts list is displayed on the homepage. This convenient list makes it easier to locate the contacts that you may be dealing with on a regular basis, or with whom you are attempting to establish a connection. From this recently viewed list you can select the contact's name and you are taken directly to their contact record. 2015 Oracle Corporation. All rights reserved 11 of 128

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2.5 Viewing data in Profiler When you open a contact record in Profiler, that contact's name, title, company, and lead score are always displayed along with an icon showing their initials. You are also provided with a number of icons that make it easier for you to reach out to a contact. These icons allow you to quickly and conveniently call or email the contact, or locate them using Google Maps. Here you also have access to their social media accounts if that information is available. You can see all of this information in more detail by selecting the Details tab described below. Contact data is provided under three tabs in Profiler, each of these tabs provide different useful information that is easy to understand and navigate. With the contact record open in Profiler, select the corresponding tab to access the information described below. Summary This tab presents the contact's activities in the following ways: Activities: This is a graphical representation of all the contact's activities within a specific date range. You can use the calendar icon in the upper right-hand corner of the graph to change the date range, select 30 days, 6 months, or 1 year as needed. The bars in the graph are broken down to categorize the types of activity that occurred, for example, how many times the contact opened or clicked an email. You can filter the results by selecting which activity types appear in 2015 Oracle Corporation. All rights reserved 13 of 128

the graph. By default, all activity types are shown, tap or click the activity type label below the graph to hide the corresponding data. You can also view the full activity details for each bar on the graph, simply tap or click an individual bar and the Activities tab opens displaying the included activities in detail. Latest Activities: This section shows the contact's most recent activities. From here you can view a preview of each email or webpage that the contact interacted with. This can give you a good idea about the contact's interests. Activity Breakdown: This section provides a breakdown of the contacts activities, these are the same categories that are represented in the activities graph. The activities are grouped based on type. You can select any of the categories and all relevant activities open in the Activities tab, where you can view more details. Activities are grouped in the following way: Emails Sent: The number of emails sent to this contact. Emails Opened: The number of times emails were opened by the contact. Emails Clicked: The number of times that links in an email were clicked. Web Page Views: Visits to tracked web pages. Forms Submitted: Number of forms that were submitted by the contact. External Activity: Data captured for the contact's non-eloqua (external) activities, such as attending a webinar, tradeshow, etc. Activities This tab shows you all of the contact's activities, all events (email sent, email open and so on) are listed with the time and date on which they occurred. Here you can select any event and a thumbnail image will open (if the thumbnails option is enabled), or select Preview to see the email, form, and so 2015 Oracle Corporation. All rights reserved 14 of 128

on in more detail. If you want to search for specific events in the contact's record, you can do so using the search field located under the Activities tab. To view the activities from a specific date, select and enter a date in the Go To Date field, then select Apply Filter to filter the results. Note: Email preview is available for 120 days after the send date. Details This tab provides you with the contact's details, here you can see their phone number, email address, and address in detail. You can also view their social media handles and their email subscription status here. Knowing their subscription status is useful for explaining why, for example, a contact has no email activity. 2.6 Adjusting the lead score model used in Profiler A lead score value is displayed for each contact in Profiler, this value is based on the lead scoring models configured in your Eloqua instance. You can customize which models appear for Profiler users 2015 Oracle Corporation. All rights reserved 15 of 128

by adjusting the permissions settings in Eloqua. To change the lead scoring model used in Profiler: 1. With a contact profile open, select the lead score icon to the right of the contact's name, a dropdown list opens displaying the available lead scoring models in alphabetical order, the model that is currently being used is indicated by a check mark. 2. Select a new lead scoring model from the list, the new model is applied to the record and the lead score icon is updated to reflect the change. Note: When a Profiler user changes the lead scoring model for a contact, the selected model is saved as the default. All subsequent profiles that this user views will use the previously selected lead scoring model. 2.7 Setting up activity notifications in Profiler The Profiler Web Alert function allows you to set up alerts that will inform you each time a contact, or anyone from the same domain visits your website. As a Profiler user, you are able to configure this setting on a per-contact basis. The web alerts function is very useful as it provides you with the opportunity to follow-up with contacts after they have expressed interest in your product/materials by visiting your website. 2015 Oracle Corporation. All rights reserved 16 of 128

Note: The Web Alert function must be enabled for Profiler when the app is installed, if it was not enabled initially, you can re-configure the app in the AppCloud Catalog. Learn more about reconfiguring Profiler. To set up web alerts in Profiler: 1. Open the profile for the contact for whom you wish to set up notifications. 2. Select the +Alert button below the contact's name, the Setup Alerts window opens. 3. Select or clear the check boxes to specify in which cases you want to be notified. 4. Select Save, the window closes and your web alert preferences are saved for this contact. You will be sent a notification email informing you of the contacts activities according to the settings you configured above. When you select This Contact's Activity (in the notification email), 2015 Oracle Corporation. All rights reserved 17 of 128

Profiler opens to the contact's Activities tab where the referenced activity is displayed. 2.8 Profiler integration Profiler can be embedded in several Customer Relationship Management (CRM) systems, including Oracle Sales Cloud, CRM ondemand, and Salesforce. This integration makes it easier and more convenient for you to access the sales tool from within your chosen system. Note: If you already have an older version of Profiler embedded in a CRM, you must replace the login URL. 2.8.1 Adding a Profiler link to Oracle Sales Cloud There are two main steps that you must follow to add a Profiler link to your Sales Cloud account: 1. Create a Profiler link 2. Add the link to a layout 2015 Oracle Corporation. All rights reserved 18 of 128

Step 1: Creating a Profiler link. To create a Profiler link: 1. Login with your Administrator credentials. 2. Click the Navigator icon, then under Tools click Customization > Application Composer. 3. In the left-side pane, select Marketing from the Application drop-down list. 4. Expand Objects > Standard Objects > Sales Lead Contacts, then select Actions and Links. 5. Click the Create icon ( ) to create a link, then enter the following information: Display Label: Profiler Name: Eloqua_Profiler Type: Select Link URL Definition: Enter one of the following URLs: Direct: def eurl="https://login.eloqua.com/apps/salestools/profiler?emailaddress=" + nvl (PrimaryEmailAddress,"") Auto-login: def eurl="https://login.eloqua.com/autologin?loginprefix=<login Prefix>&Url=/apps/salesTools/profiler?emailAddress=" + nvl(primaryemailaddress,"") SAML: def eurl="https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&RU=/apps/salesTools/profiler?emailAddress= " + nvl(primaryemailaddress,"") 6. Click the Validate icon ( 2015 Oracle Corporation. All rights reserved 19 of 128

7. Click Save. ) to validate the script. Step 2: Adding the Profiler link to layouts To add the Profiler link to a layout: 1. In Application Composer left-side menu, locate the object used in Step 1 of this document, then click Pages. 2. Under the Details Page Layouts section, select the layout to which you want to add the link, then click the Edit icon ( ). 3. Click the Edit icon next to Contact Overview Form. 4. Under the Available Fields column, select the Profiler link that you created then click the arrow to move the link to the Selected Fields column. 5. Adjust the link's location on the list using the up and down arrows next to the list, then click Save and Close. When you open to a customer you will see the Profiler link as shown below: 2.8.2 Embedding Profiler in CRM ondemand When embedding Profiler in CRM ondemand, there are two main steps that you must folllow: 1. Create a web applet 2. Add the web applet to a page layout 2015 Oracle Corporation. All rights reserved 20 of 128

Note: You will need to create two applets one for leads and one for contacts. The instructions below are for Contacts but you can follow the same procedure for Leads. Step 1: Creating a web applet for contact and leads To create a web applet: 1. Login to CRM ondemand with your Administrator credentials. 2. Navigate to User > Configure > Admin. 3. Click Application Customization. 4. Under Record Type Setup, click Contact. 5. Under Pay Layout Management, click Contact Web Applet, then enter the information below: Name: Enter a name. ( Example: Contact Profiler) Location: Select Detail Page Type: Select URL URL: Enter one off the following URLs Direct: https://login.eloqua.com/apps/salestools/profiler?emailaddress%3d%%%emai l_address%%% Auto-login: https://login.eloqua.com/autologin?loginprefix=<login Prefix>&Url=/apps/salesTools/profiler?emailAddress%3D%%%Email_ Address%%% 2015 Oracle Corporation. All rights reserved 21 of 128

SAML: https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&ReturnUrl=/apps/salesTools/profiler?emailAddress%3D%%%Email_ Address%%% Height: Enter 800 6. Click Save. Step 2: Adding webs applet to page layouts To add an applet to a page layout 1. Navigate to User > Configure > Admin. 2. Click Application Customization. 3. Under Page Layout Management, click Contact Page Layout. 4. Choose the page layout that you want to modify Note: It is not necessary to configure Steps 2 or 3. Click Step 4 (Related Information) to continue. 5. In the Not Available Information column, locate the web applet that you created, then highlight it (single left-click) and click the > arrow to move it to the Available Information column. 6. Select the applet in the Available Information column, then click the > arrow to move it to the Displayed Information column. 7. Click Finish. Important: Repeat the above steps for Leads 2015 Oracle Corporation. All rights reserved 22 of 128

2.8.3 Embedding Profiler in Microsoft Dynamics 2013 Profiler can be embedded in Microsoft Dynamics 2013. To install Profiler in MS Dynamics 2013: 1. Navigate to Settings > Customization > Customizations > Customize the System 2. Select Entities > Contact > Forms 3. Double-click the form you want to add Profiler to (example, 'Main'). 4. Click Insert in the top menu. 5. Add a One Column Tab. Name it whatever you like. 6. Add an IFRAME to this tab. i. Name: IFRAME_Profiler ii. iii. iv. URL: http://about:blank Label: Eloqua Profiler Ensure that Restrict cross-frame scripting is unchecked 7. Select the Formatting tab. Modify the height by setting the number of rows (try 20). 8. Select the Dependencies tab. Add email as a dependent field. 9. Click OK to close the IFRAME window. 10. On the Form model, click Form Properties. 11. Click the Events tab. 12. Under Form Libraries, click Add and then click New. i. Name: new_epponload ii. iii. Type: Script (JScript) Click Save and Close 13. Now double-click on the newly created Form Library new_epponload. 2015 Oracle Corporation. All rights reserved 23 of 128

14. In the Text Editor copy and paste one of the following code snippets (depending on your login choice). i. Direct Login var newurl = "https://login.eloqua.com/apps/salestools/profiler?emailaddress=" + document.getelementbyid("emailaddress1").title; Xrm.Page.ui.controls.get("IFRAME_Profiler").setSrc(newUrl); ii. Auto-Login var newurl = "https://login.eloqua.com/autologin?loginprefix=<login Prefix>&Url=/apps/salesTools/profiler?emailAddress= + document.getelementbyid ("emailaddress1").title; Xrm.Page.ui.controls.get("IFRAME_Profiler").setSrc(newUrl); iii. SAML SSO var newurl = "https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&ReturnUrl=/apps/salesTools/profiler?emailAddress= + document.getelementbyid("emailaddress1").title; Xrm.Page.ui.controls.get("IFRAME_Profiler").setSrc(newUrl); Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. 15. Click Save and click on the newly created library. 16. Click OK 17. Click Save 2015 Oracle Corporation. All rights reserved 24 of 128

18. Publish the Model. 19. Repeat for the Leads entity, if desired. 2.8.4 Embedding Profiler in Salesforce The users that can see Eloqua Profiler in your CRM system is dependent on the views/layouts you have set up in your CRM system and in which of those views/layouts you insert the Eloqua Profiler component. 2015 Oracle Corporation. All rights reserved 25 of 128

Note: If you want to test Eloqua Profiler without making it available to your entire sales or marketing team, you should assign yourself a contact/lead view to which nobody else has access and then add Eloqua Profiler to that view. There are three main steps you must follow when installing Profiler using Visualforce: 1. Create a Visualforce page for contacts and leads 2. Adjust security for Visualforce pages 3. Add Visualforce pages to contact and lead layouts Step 1: Creating a Visualforce page for contacts and leads You will need to create two (2) Visualforce pages one for leads and one for contacts. Then you will be editing your existing Contact and Lead views by inserting the appropriate Visualforce pages into their corresponding views. Below, we will cover the installation for a Lead view, however the steps required for a Contact view are mostly the same but for a few minor text items noted. To create a Visualforce page: 1. Log into your Salesforce.com account using your administrator credentials, then navigate to the setup interface using the options in the upper right-hand corner of the screen. 2. Navigate to Develop > Pages > New. 2015 Oracle Corporation. All rights reserved 26 of 128

3. Provide a Label and a Name for the Visualforce page. Note: These items will only be used when managing layouts and sections and will not be visible by users simply reviewing a lead record. The name can be whatever you want but it must contain only alpha-numeric characters and must not have any spaces. 4. In the Visualforce Markup tab, copy and paste the code that corresponds with your choice of login options: Direct: <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/apps/salestools/profiler?emailaddress={!lead.email}"/> </apex:page> Auto-login: <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/autologin?loginprefix=<login Prefix>&Url=/apps/salesTools/profiler?emailAddress={!lead.email}"/> </apex:page> SAML: <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&ReturnUrl=/apps/salesTools/profiler?emailAddress={!lead.email}"/> </apex:page> Salesforce IDP: <apex:page standardcontroller="lead"><apex:iframe src="https://<podurl>/sso/sfdc/v1/svp.aspx?lp=<login Prefix>&RU=/apps/salesTools/profiler?emailAddress={!lead.email}"/> </apex:page> Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. Note: For your contacts Visualforce page, replace {!lead.email} with {!contact.email} 5. If you wish to enable this on the salesforce1 mobile app, select the check box next to Available for Salesforce mobile apps. 2015 Oracle Corporation. All rights reserved 27 of 128

6. Click Save. Step 2: Adjusting security for Visualforce pages Salesforce.com has default security that prevents certain users from viewing Visualforce pages unless the security on those individual pages is customized. To adjust the security for a Visualforce page: 1. Navigate to Develop > Pages. 2. Click Security for the pages you created. 3. Add user types to the Enabled Profiles list, these are the users that should be able to view Eloqua Profiler. 2015 Oracle Corporation. All rights reserved 28 of 128

4. Click Save. Step 3: Adding Visualforce pages to contact and lead layouts The steps below describe the procedure for adding the Leads page to a layout, the same steps can be followed for the Contacts page you created. To add a Visualforce page to layouts: 1. Navigate to Customize > Leads > Page Layouts on the left-side pane. 2. Select the layout in which you would like to insert Eloqua Profiler (either the one you are testing or the one that your sales team uses to review Lead records). 3. Drag and drop the section into the area of the layout in which you would like Eloqua Profiler to be displayed. 2015 Oracle Corporation. All rights reserved 29 of 128

4. Name the section. Ensure that the two check boxes are selected, and select a 1-Column Layout. Note: The section name is what will be displayed above the section within the Lead view to ensure that the name is something that will be relevant and intuitive to your sales users. 5. Go back to the top area (the area from which you dragged and dropped the section) and select Visualforce Pages (under Custom Links). Select the page you have just created for Leads, and then drag it into the section you just made. 2015 Oracle Corporation. All rights reserved 30 of 128

6. Hover over the top right corner of the Visualforce page (inside the Section), a wrench icon appears make sure it is the one for the Visualforce page and not the entire section. 7. Click on the wrench icon and ensure that the settings shown below are what you see: 8. Click Save to save this layout. Important: Repeat the above steps for Contacts. 2.8.5 Embedding Profiler in OKTA with SSO This guide explains how to seamlessly configure and access Profiler through OKTA. Configuration The high level configuration steps are as follows: 1. Configure Profiler in OKTA with SSO 2. Accessing Eloqua Sales as OKTA apps Step 1: Configuring Profiler in OKTA with SSO Profiler is an app you can access via a URL from any location. It could be launched standalone in a browser but is most commonly are embedded inside a CRM system. Once configured, you need to update Profiler to work with OKTA so that access is seamless. To configure SSO with OKTA into Profiler: 2015 Oracle Corporation. All rights reserved 31 of 128

1. Enter the following URLs: https://login.eloqua.com/auth/saml2/autologin?loginprefix=<login Prefix>&ReturnUrl=/apps/salesTools/profiler Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. Replace <IDPid> with the IDP unique ID from your SSO setup. Note: To find your IDP unique ID in Eloqua, navigate back to the Identity Management Provider interface. Right-click on the name of the Identity Provider you set up for OKTA and click Open Link in New Tab. On the new browser tab, look at the URL and copy the ID that appears after "...Display/". Once you have this properly formatted URL, as long as a user has an OKTA session active in their browser, the URL can be accessed from any location on the Internet and it will allow seamless access to Profiler. 2015 Oracle Corporation. All rights reserved 32 of 128

Step 2: Accessing Profiler as an OKTA App If you wish to allow users direct access to Profiler from Apps in OKTA, you can do the following. 1. Repeat the SSO Configuration section above to create a new SAML2 template for Eloqua Profiler. 2. While creating the SAML2 template, add the following to the Default Relay State field: ReturnURL=%2FsalesTools%2Fprofiler 2015 Oracle Corporation. All rights reserved 33 of 128

3 Profiler Stream Eloqua's Profiler sales tool can be accessed using Profiler Stream, this application allows you to view a contact's activity in a simple graphical and tabular format, as described below. Eloqua also provides a responsive version of Profiler that allows you to access the same information on-the-go using tablets and mobile devices. Learn more about responsive Profiler. Note: If you are a Profiler Stream user, we encourage you to upgrade to our new responsive Profiler to take advantage of the latest features. The update must be performed by a user with administrative privileges. When you open a contact record in Profiler Stream, the contact's name, title, and company name are displayed in the top-left corner of the window, along with their lead scoring information. A lead score is based on two values: profile and engagement. The profile value corresponds with a contact's positions within their company, represented by a letter from A through D (for example, a CEO might score higher in this area than a VP). The engagement value, represented by a number, is generated based on a contact's activity. The lead score is represented in two ways: as an alphanumeric value, and as a graphic. In the graphic, the flames represent the engagement value and the $ boxes represent the profile value. If a contact does not have any activity, or if you do not currently have any lead scoring models configured in your Eloqua instance, the profile $ boxes and engagement flames are displayed in gray. Learn more about lead scoring. Contact information such as email address, phone number, and twitter handle (if available) also appear in this section. 2015 Oracle Corporation. All rights reserved 34 of 128

Note: Profiler Stream is the default. To return to Classic Profiler, add?stream=false to the Profiler URL, below is an example of Classic Profiler: 3.1 Configuring Profiler Stream settings As an Administrator, you can choose which information and options will be available to users viewing contacts in Profiler Stream. To configure the settings for Profiler Stream: 1. Navigate to Settings > Setup, then click Sales Tools (in the Administration section), the Sales Tools Administration window opens. Note: If the Sales Tools icon is not present, you may not have the correct security permissions to access this functionality; please contact your Eloqua administrator to enable this feature. Eloqua users access the Sales Tools settings page via the following URL: https://login.eloqua.com/apps/salestoolsadmin/. Note that the final "/ " is required in order to access this page. 2. Click Profiler in the left-side column under Sales Tools. 3. Click the On/Off switch next to each of the categories under Profiler Settings to enable or disable the features as needed. The following is a list of the available options: 2015 Oracle Corporation. All rights reserved 35 of 128

Web Alerts: With Profiler you have the option to be notified via email whenever a particular contact, or anyone with the same email domain, visits your website. You can configure the settings to either allow or block Profiler users from creating these alerts (notifications). If web alerts is set to off, the option will not appear when viewing a contact in Profiler Stream. Learn more about using Web Alerts. Thumbnail Previews: When thumbnail previews is enabled you are able to see a preview of an email or website in the contacts activity history. If this option is enabled (set to On), a thumbnail is displayed by default. If you disable the thumbnail previews option, when you view a contact's activities and click the name of a particular email or web page, you are shown the following message: 2015 Oracle Corporation. All rights reserved 36 of 128

Note: Email preview is available for 120 days after the send date. Date Format: By default, the list of emails included in a contact's activity record in Profiler Stream includes the date and time that the email was sent: If you want to display only the dates, set the Date Format switch to Off. Search: When the search is disabled you are only able to search for a contact by their email address, this must be an exact match. When search is enabled, you also have the option to search by the contact's name. External Activity: Activities that a contact performs outside of Eloqua are called External Activities. Here you can select which external events will appear in the activities feed. This is useful as you may have many external activities configured in your instance, but may not want to display all of them on contact records. Only the activities whose switch is in the On position will be displayed. 2015 Oracle Corporation. All rights reserved 37 of 128

The list of external activities from which you can choose must be configured in the External Assets and Activities section of Eloqua, prior to enabling or disabling them in Profiler Stream. Learn more about external assets in Eloqua. 4. Click Save when you are done configuring the settings. 3.2 Accessing Profiler Stream The method in which you access Profiler Stream depends on your role at your organization and which permissions have been granted to you. The methods of logging in are: Through your CRM: Eloqua Profiler interacts with a variety of CRM systems. Please refer to Configuring Profiler for Salesforce and Configuring Profiler for Microsoft Dynamics CRM. for upto-date CRM compatibility information and instructions on how to embed Profiler inside your CRM. Through a direct URL: Depending on where your instance of Eloqua is located, you can use the following URL to access Profiler Stream: https://login.eloqua.com/apps/profiler Note: If you access Profiler Stream using a direct URL, a search field will be presented after you log in. Here you can enter a contact's email address, or first or last name to search for that contact. If more than one contact is found that matches your criteria, a list is shown from which you can choose the correct contact. Click on their name, and 2015 Oracle Corporation. All rights reserved 38 of 128

their record opens. You can also access a record for a contact directly using their contact ID number: https://login.eloqua.com/apps/profiler/index.aspx?contactid=[enter Contact ID number] Or using their email address: https://login.eloqua.com/apps/profiler/index.aspx?emailaddress=[enter contact email address] Through an Eloqua Contact record: You can open Profiler Stream through a contact record in Eloqua. Navigate to Contacts > Contacts, then search for the contact that you want to view. Double-click on their name, the Edit Contact window opens. Click Launch in Profiler in the Summary tab. 3.3 Filtering contact activity in Profiler Stream After you have opened a contact's record in Profiler Stream, you can view their activity in a variety of ways.you are able to filter the results to show specific types of activities, and specific periods of times. To filter a contact's activity in Profiler Stream: 1. Select a time frame in the upper right-hand corner of the window, this is the time period for which you need activity information. Choose from the following options: 3m: The past three months, based on the current date. 6m: The past six months, based on the current date (the default). 1y: The past year, based on the current date. Custom (Calendar icon): This option opens up a calendar chooser from which you can select the start and end dates to further narrow down the results. The data presented (in both the buttons on the left-hand side and the graph directly below the timeframe chooser) are updated based on the time frame that you select. 2. Choose one of the six buttons on the left side of the window to filter the activity data for this 2015 Oracle Corporation. All rights reserved 39 of 128

contact. The following is a description of each filter: Emails Sent: The number of emails sent to this contact in the specified time frame. Emails Opened: The number of times emails were opened by the contact. Emails Clicked: The number of times that links in an email were clicked. Web Page Views: Visits to tracked web pages. Forms Submitted: Number of forms that were submitted by the contact. External Activity: Data captured for the contact's non-eloqua (external) activities, such as attending a webinar, tradeshow, etc. When you click on a filter on the left, any matching results are shown on the right. The data is displayed in two ways: Each item is displayed in a list showing the date and time (if enabled). You can click on the item to show a thumbnail image, and a link to a preview of the email, web page, or form. If you do not see the thumbnail and/or the preview link, your Eloqua administrator may have disabled thumbnails and previews. Please contact him or her if this is the case for your Eloqua instance. By default, all data is shown for all activities in descending chronological order. Note: A maximum of 1,000 (one thousand) items per activity type can be viewed in Profiler Stream. For example, if you have 1,000 Email Sends, 1,000 Email Opens and 1,000 Email Clicks, only the first 1,000 Email Clicks will be displayed. All results are displayed on a graph showing the contact's activity over time. Hovering your cursor over any point in the bar graph displays a pop-up detailing the activities associated with that time point. 2015 Oracle Corporation. All rights reserved 40 of 128

Use the search field to find data related to a specific activity (for example, web visit), specific email or form for this contact. In the search field in the upper right-hand corner, enter the desired search string, if any matching results are discovered, they will be shown in the area below the graph. 3.4 Adjusting the lead score model used in Profiler Stream A lead score value is displayed for each contact in Profiler Stream, this value is based on the lead scoring models configured in your Eloqua instance. Learn more about configuring lead scoring models. To change the lead scoring model used in Profiler Stream: 1. In an open contact record, click Settings in the upper right-hand corner. 2. Click Leadscore Model from the drop-down list, the Choose a Lead Score Model window opens. 2015 Oracle Corporation. All rights reserved 41 of 128

3. From the drop-down list, select the lead score model that you want to use then click Ok, the new lead score model is applied to the contact profile. Note: If there is more than one lead scoring model, the most recently used model will be used as the default. 3.5 Setting up activity notifications in Profiler Stream The Profiler Web Alert function allows you to receive notification emails each time a contact, or anyone from the same domain as a contact visits your website. As a Profiler user, you are able to configure this setting on a per-contact basis. The web alerts function is very useful as it provides you with the opportunity to follow-up with contacts after they have expressed interest in your product/materials by visiting your website. Note: The Web Alert function must be enabled for Profiler Stream in the Settings section of Eloqua, the option will not be available if it is not enabled. Learn more about configuring Profiler Stream settings. To set up web alerts in Profiler Stream: 1. In an open contact record, click Settings in the upper right-hand corner. 2. Click Web Alert Setup from the drop-down list, the Web Alert Setup window opens. 2015 Oracle Corporation. All rights reserved 42 of 128

3. Select or clear the check boxes to specify in which cases you want to be notified. 4. Click Save, the window closes and your web alert preferences are saved for this contact. You will now be sent notification emails informing you of the contacts activities according to the settings you configured above. 2015 Oracle Corporation. All rights reserved 43 of 128

3.6 Configuring Twitter fields in Profiler Stream Profiler Stream gives users the ability to enter and save a Twitter handle of a prospect or contact. Configuration consists of two high-level steps: Creating a contact field Mapping the Twitter ID field Note: In order to have the activity data in Profiler Stream display for your reps, they will be required to enter their Eloqua User login credentials which means that you will need to load them into the Eloqua system as user records. Creating a contact field To create a contact field: 2015 Oracle Corporation. All rights reserved 44 of 128

1. Navigate to Setup > Fields and Views (under the Database section). 2. Click on the add ( + ) button to begin creating the field. 3. Choose Add Contact Field from the list of available options. 4. Enter an appropriate display name for the field, such as TwitterID. 2015 Oracle Corporation. All rights reserved 45 of 128

5. Leave the remaining options as they are and click Save. Mapping the Twitter ID field To map a Twitter ID field: 2015 Oracle Corporation. All rights reserved 46 of 128

1. Navigate to Setup > Social Media in the Administration section. 2. Select the Twitter contact field you created above in Creating a contact field. 3. Click Save. 3.7 Configuring Profiler Stream for Salesforce Eloqua Profiler can be installed in Salesforce.com as a Visualforce page/component. Who sees Eloqua Profiler in your CRM system is dependent on the views/layouts you have set up in your CRM system and in which of those views/layouts you insert the Eloqua Profiler component. If you want to test out Eloqua Profiler without making it available to your entire sales or marketing team, you should assign yourself a contact/lead view to which nobody else has access and then add Eloqua Profiler to that view. Configuring Profiler for Salesforce.com consists of two high-level steps: 1. Step 1: Creating Visualforce pages 2. Step 2: Inserting Visualforce pages into their corresponding views Note: In order to have the activity data in Profiler Stream display for your reps, they will be required to enter their Eloqua User login credentials which means that you will need to load them into the Eloqua system as user records. Step 1: Creating Visualforce pages Two separate Visualforce pages need to be created: one for leads and one for contacts. 2015 Oracle Corporation. All rights reserved 47 of 128

To create Visualforce pages: 1. Navigate to Setup > Develop > Pages > New. 2. Provide a Label and a Name for the Visualforce page. These items will only be used when managing layouts and sections and will not be visible by users simply reviewing a Lead record. The Name must contain only alpha-numeric characters and must not have any spaces. 3. In the Visualforce Markup tab, copy and paste the following code depending on your choice of login options: i. Direct: LEAD <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/apps%2fprofiler%3fema iladdress%3d{!lead.email}"/> </apex:page> CONTACT <apex:page standardcontroller="contact"> <apex:iframe src="https://login.eloqua.com/apps%2fprofiler%3fema iladdress%3d{!contact.email}"/> </apex:page> ii. Auto-login: LEAD <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/autologin?loginprefix =<LoginPrefix>&Url=/apps/profiler/index.aspx?emailA ddress={!lead.email}"/> </apex:page> 2015 Oracle Corporation. All rights reserved 48 of 128

CONTACT <apex:page standardcontroller="contact"> <apex:iframe src="https://login.eloqua.com/autologin?loginprefix =<LoginPrefix>&Url=/apps/profiler/index.aspx?emailA ddress={!contact.email}"/> </apex:page> Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. iii. SAML: LEAD <apex:page standardcontroller="lead"><apex:iframe src="https://login.eloqua.com/auth/saml2/autologin? LoginPrefix=<LoginPrefix>&ReturnUrl=apps%2Fprofiler %3FemailAddress%3D{!lead.email}"/> </apex:page> CONTACT <apex:page standardcontroller="contact"> <apex:iframe src="https://login.eloqua.com/auth/saml2/autologin? LoginPrefix=<LoginPrefix>&ReturnUrl=apps%2Fprofiler %3FemailAddress%3D{!contact.email}"/> </apex:page> Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. iv. Salesforce IDP: 2015 Oracle Corporation. All rights reserved 49 of 128

LEAD <apex:page standardcontroller="lead"><apex:iframe src="https://<podurl>/sso/sfdc/v1/svp.aspx?lp=<logi nprefix>&ru=apps%2fprofiler%3femailaddress%3d {!lead.email}"/> </apex:page> CONTACT <apex:page standardcontroller="contact"> <apex:iframe src="https://<podurl>/sso/sfdc/v1/svp.aspx?lp=<logi nprefix>&ru=apps%2fprofiler%3femailaddress%3d {!contact.email}"/> </apex:page> Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. 4. Save this page. Step 2: Inserting Visualforce pages into their corresponding views Salesforce.com has default security that prevents certain users from viewing Visualforce pages unless the security on those individual pages is customized. To insert a Visualforce page into its corresponding view: 1. Navigate to your list of Visualforce pages, and for both the Contact and Lead Visualforce pages, add to the Enabled Profiles list the user types that are to be able to view Eloqua Profiler. 2015 Oracle Corporation. All rights reserved 50 of 128

2. Navigate to Customize > Leads > Page Layouts on the left-hand pane. 3. Select the layout in which you would like to insert Eloqua Profiler (either the one you are testing or the one that your sales team uses to review Lead records). 4. Drag and drop a section into the area of the layout in which you would like Eloqua Profiler to be displayed. 2015 Oracle Corporation. All rights reserved 51 of 128

5. Name your section. The Section Name is what will be displayed above the section within the Lead view to ensure that the name is something that will be relevant and intuitive to your sales users. Ensure that the two checkboxes are checked and select a 1-Column Layout. 6. Go back to the top area from where you dragged and dropped the section and now select Visualforce Pages (under Custom Links). Select the page you have just created for Leads and 2015 Oracle Corporation. All rights reserved 52 of 128

then drag it into the section you have just made. 7. Hover over the top right corner of the Visualforce page (inside the Section) and note that a wrench icon appears make sure it is the one for the Visualforce page and not the entire section. 8. Click on this wrench icon and ensure that the settings shown below are what you see: 9. Save this layout. You re done! To implement Eloqua Profiler for Contacts, repeat the steps above using the block of code for Contacts and the Contact Layout used by your sales team, and change display titles as necessary. 3.8 Configuring Profiler Stream for Microsoft Dynamics CRM Eloqua Profiler can be embedded in Microsoft Dynamics CRM (MS-CRM). Configuration differs depending on the MS CRM version: MS CRM 2011 MS CRM 3 and 4 Note: In order to have the activity data in Profiler Stream display for your reps, they will be required to enter their Eloqua User login credentials which means that you will need to load them into the Eloqua system as user records. Installing Profiler in MS CRM 2011 The following will describe the process for installing Eloqua Profiler as an iframe to a Contact view. The same can be repeated for a Lead view. To install Profiler in MS CRM 2011: 2015 Oracle Corporation. All rights reserved 53 of 128

1. Navigate to Settings > Customization > Customizations > Customize the System 2. Select Entities > Contact > Forms 3. Double-click the form you want to add Profiler to (example, 'Main'). 4. Click Insert in the top menu. 5. Add a One Column Tab. Name it whatever you like. 6. Add an IFRAME to this tab ms crm 2011 1.png i. Name: IFRAME_Prospect_Profiler ii. iii. iv. URL: http://about:blank Label: Eloqua Profiler Ensure that Restrict cross-frame scripting is unchecked 7. Select the Formatting tab. Modify the height by setting the number of rows (try 20). 8. Select the Dependencies tab. Add email as a dependent field. 9. Click OK to close the IFRAME window. 10. On the Form model, click Form Properties. 11. Click the Events tab. 12. Under Form Libraries, click Add and then click New. i. Name: new_epponload ii. iii. Type: Script (JScript) Click Save and Close 13. Now double-click on the newly created Form Library new_epponload 14. In the Text Editor copy and paste one of the following code snippets (depending on your login choice). i. Direct Login window.epponload = function() { document.getelementbyid("iframe_prospect_profiler").src = 'https://login.eloqua.com/apps/profiler/index.aspx?emai laddress=' + document.getelementbyid ("emailaddress1").value; } Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. 2015 Oracle Corporation. All rights reserved 54 of 128

ii. Auto-Login window.epponload = function() { document.getelementbyid("iframe_prospect_profiler").src = 'https://login.eloqua.com/autologin?loginprefix=<loginp refix>&url=/apps/profiler/index.aspx?emailaddress=' + document.getelementbyid("emailaddress1").value; } Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. iii. SAML SSO window.epponload = function() { document.getelementbyid("iframe_prospect_profiler").src = 'https://login.eloqua.com/auth/saml2/autologin?loginpre fix=<loginprefix>&idp=<idpid>&returnurl=apps%2fprofiler %3FemailAddress%3D' + document.getelementbyid ("emailaddress1").value; } Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. Replace <IDPid> with the IDP unique ID from your SSO setup. 15. Click OK. Ensure the Event is enabled checkbox is checked if present. 2015 Oracle Corporation. All rights reserved 55 of 128

16. Click Save and click on the newly created library. 17. Under Event Handlers, set the Control to Form and Event to OnLoad and then click Add. i. Library: new_epponload ii. iii. Function: window.epponload Enabled: checked 18. Click OK 19. Click Save 2015 Oracle Corporation. All rights reserved 56 of 128

20. Publish the Model. 21. Repeat for the Leads Entity, if desired. Installing Profiler in MS CRM 3 and 4 The following will describe the process for installing the Profiler in a Contact view. The same can be repeated for a Lead view. To install Profiler in MS CRM 3 and 4: 1. In the Customize Entities area, double-click Contact then Forms and Views then Form (for the view you are using for your Contacts). 2. In the Common Tasks side bar (on the right), select Add a Tab, provide a name for the tab (e.g., Eloqua Profiler), click OK and you will then see the new tab appear. 3. Click on the tab and then, again from the Common Tasks side bar, select Add a Section. Provide a name for the section (e.g., Eloqua Profiler), click OK 2015 Oracle Corporation. All rights reserved 57 of 128

4. Then, again from the Common Tasks side bar, select Add an IFRAME. i. Name: IFRAME_Prospect_Profiler ii. iii. URL: about:blank Uncheck the Restrict cross-frame scripting checkbox iv. For MS CRM 3.0, You need to adjust another option in the Formatting tab and ensure Automatically Expand to use Available Space is checked: Note: You do not have to use Prospect_Profiler as the latter part of the name, but you do need to format the name with the underscores and you need to make absolutely sure that this name matches up case sensitive to the name you site in the javascript code you enter into the OnLoad interface later. 2015 Oracle Corporation. All rights reserved 58 of 128

5. Go to the Dependencies tab and add the E-mail field to the right hand column: 6. Click OK. 7. Select the section you have added (within the new tab you have added). 8. Go back to the Common Tasks side bar and select Form Properties. 9. In the first interface you are presented, select OnLoad then click Edit. Make sure Event is Enabled is checked. 10. Enter the following Javascript into the OnLoad text box: i. Direct var emailaddress = crmform.all.emailaddress1.datavalue;crmform.all.iframe_ Prospect_ Profiler.src='https://login.eloqua.com/apps/profiler/in dex.aspx?emailaddress='+emailaddress; Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. ii. Auto-login 2015 Oracle Corporation. All rights reserved 59 of 128

var emailaddress = crmform.all.emailaddress1.datavalue;crmform.all.iframe_ Prospect_ Profiler.src='https://login.eloqua.com/autoLogin?LoginP refix=<loginprefix>&url=/apps/profiler/index.aspx?email Address='+emailAddress; Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. iii. SAML var emailaddress = crmform.all.emailaddress1.datavalue;crmform.all.iframe_ Prospect_ Profiler.src='https://www/login.eloqua.com/auth/saml2/a utologin?loginprefix=<loginprefix>&idp=<idpid>&returnur l=apps%2fprofiler%3femailaddress%3d'+emailaddress; Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. Replace <IDPid> with the IDP unique ID from your SSO setup. 11. Go to the Dependencies tab again and ensure that E-mail is put to the right hand column. 12. Click Saveand Close. 13. Go back to the Customize Entities area. 14. Click Publish. 15. Repeat for the Leads Entity, if desired. 2015 Oracle Corporation. All rights reserved 60 of 128

4 Engage Engage alleviates the need to constantly re-create emails that are frequently used throughout the sales process. Ensuring sales professionals are using marketing-approved messaging, branding and content, it also allows for personalization and tracking of each email template sent. Engage makes it easy to send relevant, trackable emails on the go. 4.0.1 What's it in for the marketing side of the house? Create your "sales-emails" in the same place you create your regular marketing campaign emails. Control the marketing content your sales team sends out to their prospects. When sales adds a new contact on the fly, it is synchronized with Eloqua and your CRM. Emails sent through Engage are recorded in Eloqua and within the CRM on the contact record. Engage is part of Eloqua Sales Tools, a powerful suite of easy to use sales intelligence and productivity tools that accelerate the sales cycle by helping sales professionals easily identify, track and engage buyers. Engage can be added to your new or existing Eloqua subscription. Please speak with your sales rep or account manager for details. 4.1 Accessing Engage Prerequisites: Your user account must have an Eloqua license and be able to log in to Engage. Engage licenses are separate from the main application licenses. For pricing information and to purchase Engage licenses, please contact your Account Manager. Supported browser. For a complete list of supported browsers, refer to the Certified and Supported Browsers topic. To access Engage: 1. Navigate to the following URL: https://login.eloqua.com/apps/engage 2. The Eloqua Engage splash screen is displayed briefly. 2015 Oracle Corporation. All rights reserved 61 of 128

4.2 Adding attachments to Engage emails To add an atttachment to an Engage Email: 1. On the toolbar, click the Attachments icon, highlighted here in yellow: 2. On the next dialog box, scroll through the list of Attachments until you locate the one you wish, or begin by typing its name in the search field. The list of available attachments comes from the files stored in the File Storage area of the Component Library in the core Eloqua application. 3. To attach a file that already exists in your Component Library, locate the file in the list and double-click on its name. (Note: if a filename is indicated in blue, this means the file was uploaded by you into the File Storage area.) You can perform the above steps for as many files that you wish to attach, however bear in mind that the more files and the larger their size, the longer the processing may take during the Email send. 2015 Oracle Corporation. All rights reserved 62 of 128

4. A new button appears at the top of your Email for each attachment that you have added, in blue: 5. To delete the file from your Email, click the on the right side of the filename button. 4.3 Adding field merges to Engage emails To add a Field Merge to an Engage email: 1. In your Email, click where you want to position the Field Merge. 2. Click the Field Merge button in the toolbar. 3. To locate the desired Field Merge, either scroll through the list until you find it or search for it by typing its name in the search field. The list of Field Merges available in Engage is populated from the Component Library in the main Eloqua application, therefore you must first create the Field Merge there in order to use it in Engage. 2015 Oracle Corporation. All rights reserved 63 of 128

4. Once you have located the desired Field Merge, double-click on it to add it to your Email in the location selected in Step 1 above. Field Merges are highlighted by a yellow background to visually stand out from the rest of the Email: 5. Repeat these steps for any additional Field Merges you wish to add. 6. Click the x in the upper-left corner of the Field Merge browser to return to the Email. 7. Now that you have Field Merges in the body of your Email, all contacts must have entries in their contact record for both of these fields before the Emails can be sent. After you click Send to send the Email, a dialog box will open that will require you to enter a value for each field for each contact where one is missing, for example: Note: The following elements are located in the Component Library in the core Eloqua Email editor cannot be created using Engage: Email Headers Email Footers Shared Content Dynamic Content Signature Layouts (can be edited in Engage but not created) Signature Rules However, if the template you used when creating the email in Engage has Field Merges in the Headers or Footers, they are processed when the Engage email is sent. You can edit the Headers and Footers in Engage, provided they were in the original Email template. 2015 Oracle Corporation. All rights reserved 64 of 128

4.4 Adding hyperlinks to engage emails Hyperlinks can be added to either text or an image in your Email. Text will appear highlighted in blue and underlined. Hyperlinks that are associated with an image will redirect the recipient to the web site you have chosen once the image is clicked. To add a Hyperlink to an Engage email: 1. To add a Hyperlink to a text element, select the text and click the Hyperlink button in the toolbar. 2. In the dialog box that opens, enter the web address for the hyperlink in the field at the bottom. 3. When you have entered the correct hyperlink, click Done to return to the Email canvas. 4. If you wish to track when a recipient of your Email clicks on a link to take them to this page, select the checkbox next to Redirect (for untracked pages). 5. To add a hyperlink to an Image, right-click on the Image and then click the Hyperlink button in the toolbar. 6. In the dialog box that opens, enter the web address for the hyperlink in the field at the bottom. 7. Click Done. 4.5 Adding images to Engage emails You can enhance your Engage Email by adding Images, Hyperlinks, Attachments, Field Merges and Signatures directly from within the Engage Email Editor. To add an Image to an Engage email: 2015 Oracle Corporation. All rights reserved 65 of 128

1. Place your cursor is at the position in your email where you want the image to be placed. It can be moved later if desired. 2. Click the Image icon the toolbar to open the Image Browser (highlighted in red): 3. The Image Browser opens. Images that have been uploaded to the Component Library in the main application can be selected by either scrolling through the thumbnails using the vertical slider, or by typing its name in the empty field at the top of the Image Browser. Matching results will be displayed as you type more characters. 4. Note that this is a type-ahead search, meaning as you type more characters the results will be narrowed down accordingly. 5. Once you have located your image, with the cursor where you wish the Image to be inserted, double-click on the thumbnail to insert it into your Email. 6. If the Image is not already in the Component Library, it will not be available in the Image Browser. You may have another image stored on your local computer (or network location) that you wish to use in your Engage Email. In such a case, you must first uploadi the Image to the Component Library by clicking the Upload button in the lower-right corner of the Image Browser. The Upload wizard opens. Click the Cloud image to open an Explorer window from 2015 Oracle Corporation. All rights reserved 66 of 128

which you can browse to the desired file. Select the file and click Open. 7. Click Save to upload the file to the Eloqua Component Library. After clicking Save, the thumbnail of your uploaded image is displayed in the Image Chooser. Follow step 5 above to add it to your Email. 8. You can resize the image directly within the Email by single left-clicking on it to add handles to its four corners and then drag the handle(s) to the exact size you wish. Should you wish to revert back to the original size, simply click the back button (Undo) in the toolbar at the top, and, conversely, to Redo the resizing, click on the Redo button. 4.6 Adding recipients (contacts) and a subject to Engage emails Once you have created your Email, the next steps are to add contacts (recipients) and a subject before being able to send the Email. Adding contacts can be accomplished in a variety of ways. Adding individual contacts To add individual contacts to your Email: 1. In the To: field at the top of the Engage window, type in the email address of your first recipient (contact). As you type more letters of the recipient's (contact's) name or email address, Engage begins to check the contact database and will display a list of possible matches as a drop-down 2015 Oracle Corporation. All rights reserved 67 of 128

list. Note that if there are many potential matches, Engage only displays the first few. If the one you are looking for is in that short list, click on it to add it to the list of Email recipients. Once you have entered the first contact name or address, press Enter or your space bar in order to add the contact to the list of recipients. You can also click in the Subject line in order to add the contact (navigate outside of the To: field). One of the following will occur: The contact is found in the Eloqua database, in which case it appears in blue: The contact is not found in the Eloqua database, in which case it is initially displayed in yellow: while it is updated (being added to the database) and then changes to blue once it has been added to Eloqua; or The contact is found in the Eloqua database but has either chosen to unsubscribe globally to all Emails (as shown from the Contact Record Preferences tab in the core Eloqua application) or has been marked as a bounceback, in which case the contact is indicated in red. In the case of a global unsubscription, after typing the Email address, Engage displays the following message: (Note: If you open the unsubscribed contact's record in the core Eloqua application and change the subscription status while composing the Email in Engage, you will have to exit and re-login to Engage for the change to be reflected.) If you attempt to add a contact in the To: field that has already been added, you will see the following error in the upper-right corner of the window: 2015 Oracle Corporation. All rights reserved 68 of 128

2. If you prefer to add a contact that you know does not already exist in the contact database, you can fill out a short form right in the Engage window. To add a contact manually: Click the + sign in the upper-right corner of the To: field. A pop-up dialog box opens, into which you can enter the contact's information: Email Address: Defines the email address of the contact. This field is required. First Name: Defines the first name of the contact. Last Name: Defines the last name of the contact. Company: Provides the company name of the contact. Title: Defines the contact's job title. Country: Defines the country where the contact lives. For example, in order to comply with spam regulations, you can use the master exclude list to prevent sales representatives from sending emails to contacts that live in a particular country. Note: The contact information can be added later during a form submission or by updating the contact's record in Eloqua. 3. Continue adding contacts as per the above steps, either by typing their email address in the To: field or adding them manually one by one. Although there is currently no limit as to the number of contacts that can be included in an Engage email, it is best practice to send only to a small group (about 250). Emailing larger groups of contacts is best handled in the core Eloqua application. 4. If you prefer to add several contacts at once from an external list, select the Email addresses from the external file (e.g..csv,.xls,.txt) and paste them into the To: field. Engage performs the same check as if you had entered the names manually (verifies whether the contact already exists in the database or if the person has unsubscribed or been flagged as a bounceback). For example, if you have created the following list in Notepad: 2015 Oracle Corporation. All rights reserved 69 of 128

and then copied to the Clipboard, then in Engage, place your cursor in the To: field and using Ctrl+V, paste them into the recipient field. Engage then performs all checks against the database: 5. Once you have added all contacts, you must add a new subject to the Email. If you are using the New Email (Blank) template, begin typing in the Subject Line to add your customized subject (you cannot highlight and replace the text). Until you change the subject, the Send button is disabled. You will not be able to send an Email until you have added at least one valid contact and a new subject line. 6. After all the above steps have been completed (at least one valid Email address and a new Subject are entered), send the Email by clicking the Send button in the upper-right corner of the window. The Email is sent to all valid contacts (the ones indicated with a blue background). You can still send the Email if there are invalid (red) recipients, however those addresses will be ignored when the Email is processed by Eloqua, and data for those contacts will not be included in the Engage reports. If the Email is sent successfully, you will see the following alert in the upper-right corner of the window: 7. Any invalid addresses (shown in red) will remain in the To: field when sending the Email (however you must have at least one valid recipient before the Send button is available). In this case, the following warning is presented when you press Send: 8. There is a possibility that even though contacts may be shown in blue (valid) in the To: field that during the actual sending of the Email, Eloqua will determine that the address is part of a Master Exclude, meaning based on certain criteria (for example, user's domain), Emails cannot be sent 2015 Oracle Corporation. All rights reserved 70 of 128

to that person or those persons. In that event, this is the error you will see: 9. If you decide to discontinue creating and sending this Email, click Cancel in the upper-right to return to the main Engage screen, where you can view Reports or create another Email. 10. Once your Email is sent, you can view the status for each recipient by clicking on the Reports tab in the upper-left corner. Learn more about viewing reports in Engage. Adding multiple contacts from a CSV file To add Contacts using names in a CSV file: 1. The names you wish to add to your recipients (To:) list in your Engage Email should follow the following format in your CSV file: FirstName LastName EmailAddress for example: 2. You can add your CSV file, highlight (select) the addresses you wish to add to your contacts list (recipients) and copy the names to your Clipboard by using Ctrl+C (Windows) or Command+C (Mac). 2015 Oracle Corporation. All rights reserved 71 of 128

3. Click the Action Menu (gear icon) in the top-right corner of the Engage window and select Toggle Bulk. 4. In the lower-right corner of the Email window, the All Contacts area is shown. Click the button. 5. Click your mouse button in the empty box and press Ctrl+V (Command-V on Mac) to add the names to your Email. 6. The names are added to your list of contacts. 7. If you see any trailing spaces at the end of the list, for example if the cursor is shown on the line below the last name, you must delete that space in order to avoid any failures when sending the Email. 8. Click Add in the bottom right. 9. After clicking Add, Engage looks for any missing values for each contact according to the Fields required for that Email (for example, for use in Field Merges). 2015 Oracle Corporation. All rights reserved 72 of 128

Example: In the screenshot below, Engage found that the two contacts that are being added do not already exist in the Eloqua Contact Database. Each one that is new is indicated on the right-hand side with a yellow-colored icon showing how many Fields for that person do not have information. In the example above, Alex (Email address jimsmith@russia.ru) already has a First Name and Email Address value but is missing a value for one of the Contact Fields. For the second contact, with the Email alex@harpers.com, note that the number is shown as 2 because there are two fields in his record that require values. 10. If when adding a Contact via this method you see the following: you are being warned that the Contact has unsubscribed from Emails in this Email Group, or has globally unsubscribed from all Emails coming from your organization. The exact reason can be verified by opening the Contact Record in the core Eloqua application. In addition to showing the red exclamation point icon in the All Contacts box, Engage adds a red badge to the Contacts list in the To: field to alert you to this potential problem: In the scenario above, only three of four contacts that were added to the Email are valid; one of the four will not receive the Email until his or her Contact Preferences are changed or updated in the core application. 2015 Oracle Corporation. All rights reserved 73 of 128

Reusing Contacts from a Previous Email Once you successfully send an email to a group of contacts from Engage, you can reuse that contact group when creating a new Email without having to retype their names. This can be useful if you email the same group of contacts on a regular basis, for example to send them updates about a particular project or product. To reuse contacts from a previously sent Email: 1. In Engage, click Reports on the left-hand pane. 2. On the right-hand side, select the Email that contains the contacts you wish to reuse. Engage shows you the number of contacts used and their names. 3. In the top-right corner of the Engage window, click the New Email button. 4. A blank Email template opens, with the names from the Email you chose in step 3 pre-populated in the To: field. It is important to note that reusing the contacts from a previous Email always opens a blank template, and does not include the content from the previous Email. If you wish to send an Email to a group of contacts previously used, as well as using the content from that Email you must first create an Email as a template and then populate the contacts as required. 5. To reuse the same group of contacts, type a subject for your Email and create the Body content, just as if you were creating a new Email from scratch. 6. You can modify the list of contacts you are reusing, if necessary, by deleting one or more of the existing ones, or adding others just as you would if creating a new Email. 2015 Oracle Corporation. All rights reserved 74 of 128

7. Once your contacts, Subject and Body of the Email are complete, click Send at the top right of the Engage window to send the Email. 4.7 Adding signatures to Engage emails Using a Signature in your Email can determine how likely a recipient is to read through the entire message and continue on the engagement process. While you cannot create Signatures from within Engage, they are created in the Eloqua core platform and can be added to your Email in Engage before sending. To add a Signature to an Engage Email: 1. Click the Signatures button in the toolbar. 2. In the Signatures Chooser that opens, either scroll to the one you wish to use, or begin typing the name in the blank field. 3. With your cursor placed at the location in the Email where you wish the Signature to appear, double-click on the name of the Signature to add it to the Email. 4. The Signatures are created in the Component Library of the core Eloqua application and can be used in Engage. The Signatures can include User Field Merges that pull values from the information stored in the profile of the User who is sending the Engage Email. In the Signature Layout editor in Eloqua, User Field Merges are shown as text with grey backgrounds, as follows: In the example shown above, the Signature includes the First Name, Last Name, Company, 2015 Oracle Corporation. All rights reserved 75 of 128

Business Phone, Address 1, and Address 2 User Fields, as well as a graphic. The User Profile Field Merges are not processed in Engage; the Signature Rule is processed in the core application and sent to Engage. Note that if you decide to save your Engage Email that contains a Signature as a template, the Signature becomes text and will no longer be dynamically updated during future sends. When the Email is sent, the Field Merges are processed and will appear in the recipient's version with the correct values. 5. Once the Signature is added to the Email in Engage, any Field Merges are displayed not as text with a grey background, rather enclosed within ### characters in front and in back, as shown below: The FirstName User Field Merge is displayed in Engage as ###FirstName###. The Last Name Field Merge is shown as ###LastName###, etc. During the Email send process, Engage parses those User Profile Fields and populates with information from your profile. Subsequently, when the recipient opens the Email, the correct values from your User profile will automatically be shown. 4.8 Modifying the sent from email address You can modify the email address that your Engage (and other Eloqua) emails will be sent from. 2015 Oracle Corporation. All rights reserved 76 of 128

Important: This change will impact the from and the reply-to address when you send emails in Eloqua. To modify the sent from email address: 1. In Eloqua, navigate to Setup > Users. 2. Select the desired user or create a new one. 3. Expand General Info (Signature Fields). 4. In the Email Reply-To Address field, enter the desired Reply-To address. 5. Click Save. 4.9 Creating Engage emails using a blank template Emails in Engage are created using a template, which can be a predefined one (from the core Eloqua application or from within Engage), or you can choose a blank template to start with a clean canvas. To create an Email using a blank template: 1. In the upper-left corner of the Engage window, click New Email under the Navigation heading. The Email Editor opens to a blank canvas. 2015 Oracle Corporation. All rights reserved 77 of 128

2. Add your email content. To add text, begin by typing in the empty canvas below the formatting toolbar. To apply formatting to the text, highlight the desired character(s), then click on the bold, italic, underline, superscript and subscript buttons, just as you would in any Rich Text editor. You can also align your text using the four buttons in the second group, from left to right: Left, Center, Right and Full. Finally, if you have a list (bulleted or ordered), use the buttons to increase and decrease the indentation, respectively. Remember you must always highlight the text you wish to format prior to applying one of the buttons. If you wish to change the font color or the color of the text background, select the text or block of text you wish to format, then click on the 'A' or paintbrush buttons, respectively. 2015 Oracle Corporation. All rights reserved 78 of 128

When you click on one of these buttons, the color picker opens: There are a few ways in which you can change the text color or background. You can click in the box on the left and drag the circle throughout the palette until you have located the correct color and release your mouse button. You can also drag the vertical slider up and down, enter the RGB (Red, Green, Blue) or HSB (Hue, Saturation and Brightness) values (if known). You can also enter the hex code in the # field at the bottom right of the color picker without having to use any of the other methods. No matter which method you choose, the color that will be applied is always shown in the two boxes at the top right of the color dialog box and they correspond to the values selected in the two columns. Clicking on the small colored circle in the lower-right corner of the color picker dialog box will change the HSB value to the same as your RGB value if they are different and you wish for them to match. To change either the font or font size, highlight the text you wish to change and click on the font drop-down or font size drop-down to apply the settings. 2015 Oracle Corporation. All rights reserved 79 of 128

3. Preview your email. Note: You can cancel your email at any time by selecting Cancel from the gear menu, or clicking the back button in your browser. 4. When you are ready to send your email, click Send. 4.10 Creating Engage emails using existing templates In many cases, you may prefer to use a template that already contains content and formatting for your Engage Emails.. To create an Email based on an Eloqua template: 1. In Engage, to see all Templates, click on the All Templates button in the top-left corner. On the right-hand pane, all Email Templates will be displayed. The default view is Grid (thumbnails), however you can easily switch to a List View by clicking List in the upper-right corner of the window (shown below on the left and right, respectively). Note that if you see the message "Thumbnail not Available" in the template Grid View, it will be updated once you refresh the page (it means that the template is new and hasn't yet been generated on the preview page). 2015 Oracle Corporation. All rights reserved 80 of 128

2. If you know the Template Group (folder) in which your Template is stored, click on the name of the folder to display thumbnails (or a list) of templates contained with that folder. You can either type in the name of the Template in the Search field at the top of the window, or use the vertical scroll bar on the right-hand side to move through the list. If someone has created a template and marked it as Private, only that user will be able to use the template, and it will not be shown in the grid. Note that to limit your search to one Template Group (folder), highlight that group prior to performing your search. To search all folders, click All Templates before performing your search. 3. Once you have located your desired Template, single left-click on its thumbnail image (or name, if in List view), and the Engage Email Editor opens. Some differences between using a blank 2015 Oracle Corporation. All rights reserved 81 of 128

(New) template vs. a pre-existing Template (X indicates available): Feature (Element) Blank Template Pre-existing Template Text X X Image X X Field Merge X X Hyperlink X X Signature X X Dynamic Content X Email Header (create) X Email Footer (create) X Group/Ungroup and Lock/Unlock elements X Shared Content X 4. Edit your email content: If there were Signature Rules in the original template, and you send an Email from Engage based on that template, the Signature is initially updated the first time you send the Email, and that update becomes plain (static) text in the Email template in all future sends. For example, if you have a FirstName LastName rule in your pre-existing template, normally whenever you send an email from Eloqua those fields are dynamically updated. In Engage, those fields will be updated with your FirstName and LastName (based on the field merge) as text (no more dynamic processing during the send). If at a later time you wish to use another name in the signature, you will have to overwrite the one that was originally processed as per the above steps. Headers and Footers can be edited in the Engage Email if the original Email Template included them from their Eloqua Email, including any Field Merges that may be present. However you cannot create new Headers and Footers in an Engage Email. Choosing a pre-existing template does not mean that you cannot modify its content. Although many elements are already in place in the Email, you can reorder, edit, delete and add content to the template. In order to save the changes for future use, follow the steps above to Save as a Template (you cannot overwrite a template). One of the many benefits of using pre-configured templates is that they may have headers and footers, as well as Dynamic Content that you cannot create in Engage. The Toggle Borders button, the one located furthermost on the right, allows you to show the sections in your Email, much like gridlines in a word processing document or diagram, however this functionality is only available for Templates that were created in the core Eloqua application, and not in Engage, as shown in the following sample Email. 2015 Oracle Corporation. All rights reserved 82 of 128

In the example shown above, the elements of the Email from the template that was created in the core Eloqua application are bordered by dashed or dotted lines to give you a visual representation of the structure of your Email. If, however, the same template was created in the core Email Editor in Eloqua, and one (or more) of the elements is (are) locked, meaning their position and content cannot be modified, when you base an Engage Email on that template, any locked elements will be shaded with a pink background. For example, the same Email as shown above, if a section is locked in the core Editor, looks like this: 2015 Oracle Corporation. All rights reserved 83 of 128

and when you use the same Template in Engage, the locked section will look like this: 2015 Oracle Corporation. All rights reserved 84 of 128

You will not be able to modify or delete any content that is shaded in pink in Engage. To modify that content, you must first modify the Template in the Eloqua core Email Editor, and create a new Email in Engage (it will not dynamically update). Learn more about viewing reports in Engage. 5. Preview your email. Note: You can cancel your email at any time by selecting Cancel from the gear menu, or clicking the back button in your browser. 6. When you are ready to send your email, click Send. 2015 Oracle Corporation. All rights reserved 85 of 128

4.11 Previewing Engage emails You are able to preview Engage emails. The preview feature allows you to validate the email content prior to sending. Therefore, you no longer need to send test emails (to yourself or colleagues), which saves time and helps maintain accurate reports. The preview displays the email that will be sent to the first recipient, and populates any necessary field merges (body, signature, etc), dynamic content, cloud content, and so on. You are able to preview your email and return to editing, as necessary. Note: You can cancel your email at any time by selecting Cancel from the gear menu, or clicking the back button in your browser. To preview an Engage email: 1. Create a new Engage email or open an existing template. 2. Click Preview. Note: The Preview button will be enabled once the To and Subject fields are populated. 3. Click Back in the preview screen to return to the Engage email and continue editing or send the 2015 Oracle Corporation. All rights reserved 86 of 128

email. 4.12 Deleting saved templates in Engage To delete a saved Template: 1. Click New Email in the top-left navigation pane of the Engage window. 2. Without making any changes to the Template, click the Action Gear in the top-right corner of the application and select Delete. 3. If you were not the creator of the template, or have permission to delete it through your user security settings, the Delete option is greyed out. 4. Deleting an Email Template in Engage will also delete it from the core Eloqua application, since they are shared between the two products. 2015 Oracle Corporation. All rights reserved 87 of 128

4.13 Saving Engage emails as templates You can save your Email as a template for future re-use. Note: Each time you log in to Engage, the application looks for a folder in Eloqua with the naming convention engage-personal-folder-xxusername where xx-username is replaced by your user ID and the username you use to log in to Engage. For example, if your user ID in Eloqua is 44 and your login name is John.Smith, your personal folder will be called engage-personal-folder-44-john.smith. If this is the first time you are logging in to Engage, these folders do not yet exist, therefore a folder with that naming convention will be created in three places: Component Library > Images, Component Library > File Storage and Emails. These folders can be moved to another location within Eloqua without affecting future logins. However, if you rename or delete the folder, it will automatically be re-created the next time you log in to Engage. Email Templates, Images and Files are stored initially in those personal folders but can be moved to another location at any time. To save your Email as a Template: 1. When you are ready to save your Email, click on the gear icon in the upper-right corner of the Engage window. 2. Select Save As... 3. In the Save as a template dialog box, enter a Name for your template and the Subject. Then select the Template Group to which the Template will be added. The term Template Group is the same as Email Group in the core Eloqua application, and determines certain elements that will be pre-populated, such as Headers and Footers. 2015 Oracle Corporation. All rights reserved 88 of 128

Email Groups in Eloqua are configured in the Setup area under Assets > Email Groups. In order for the Email (Template) Group to be available in the Engage picklist, you must enable the Make this Email Group available in Eloqua for Sales checkbox on the Email Group settings: If you create an Email in Engage and do not enable the above checkbox, when you attempt to create an Email and wish to use your private template, it will not be listed. 4. If you wish to save this Template so that only you can see and use it, check the Make Private box. If at a later date you wish to enable others to be able to use this template, you will have to save it as a new template and make sure not to check the Make Private box again. 5. Click Save to save the Template. 4.14 Viewing advanced reports in Engage Advanced Reports are accessed by clicking the Advanced Reports button at the top center of the Reports window. Advanced Reports take the reporting capabilities and information a few steps further by providing information on activity performed by the User account with which you are currently logged in. 2015 Oracle Corporation. All rights reserved 89 of 128

You can modify the timeframe for which this information is displayed by clicking in the Start Date: and End Date: fields. A calendar opens from which you can select your desired date(s). The total number of records for this agent (Eloqua user) are shown is shown in the table (matrix) below. Not only does this matrix include information viewed in the Engage reports (Email Address, Sent Date, Opens, Clickthroughs, and Email Name), but addess Bounceback (both Hard and Soft) data as well as the Email Type (HTML or Text). This is a valuable way in which to see an overview of all activity performed by one Eloqua agent (user) in a single report view. Once you are viewing this report, notice the down arrow next to the name of the Email Address for each Email recipient that this agent sent. Clicking on that down arrow displays a drop-down with the following choices: Choosing Edit this Contact opens the Contact Details window, in which you can add information to the Contact's Contact Record, as shown here: 2015 Oracle Corporation. All rights reserved 90 of 128

By updating any of these fields, or entering information that was not originally included for that contact, when you click Save (or Save and Close) the Contact's record and data will be updated in Engage. You can modify any of the fields on the Contact Details screen, including the ability to Unsubscribe this Contact from Emails. The second option on the drop-down menu, View Contact's Email History, provides information, Email by Email, on the date the Email was Sent, the Type of Email (was it a one-time Email sent to that person, a Quicksend from Eloqua, or a Test Send using the Test Send feature in the core product). The Sender (and batch name if applicable), the IP address of the Sender, whether the Contact was captured as a Visitor, the Last Time the Email was opened, the number of Opens and Clickthroughs for that Email, and finally, the Company IP address. 2015 Oracle Corporation. All rights reserved 91 of 128

To view a preview of the actual Email, click its name in the Email column and it opens in a new window. Clicking on the dropdown double arrow in the Email Opens column displays a pop-up with the dates and times of when the Contact opened that particular message, just as a list for quick reference, as shown below: The third option on the drop-down menu from the Email column, View Contact Activity Overview, provides more detailed information on this contact including, if provided, his or her phone number, Email address, Company Name and other information. If you wish to be able to print out or view (save) all information on these data, click the Export button at the top-left of the window and choose either Print the report, or save it in Excel format. 4.15 Viewing reports in Engage Once you have sent an Email using Engage, you can view a report by clicking on the Reports button in the navigation tree in the upper-left corner of the Engage window: 2015 Oracle Corporation. All rights reserved 92 of 128

General Notes: Activities that are tracked in Engage reports are the number of Emails Sent, Opens and Clickthroughs. Email Opens are captured each time an Email is opened by the recipient in his or her Email client. However, many Email clients have images disabled as the default setting in order to prevent the display of spam images. This setting often can be turned on or off by the user. In the case where the user has turned off automatic image viewing in his or her email client, the initial Open action will not be captured in Engage until the user enables the image(s) for the first time. Subsequent opens will then be captured. Links in the email that are clicked by the recipient are captured in the Engage reports in the Clickthroughs column. You can see the report statistics sorted by Sent Date, Subject, or Email right in the Engage interface: To view the report for a specific Email: 1. Click By Email in the upper-right corner. 2. After clicking By Email, sort your report by selecting to view the data by Sent At (Date and Time) or Subject, as well as the sort order (Ascending or Descending): 3. Select the one you wish and the report is dynamically generated for you: 2015 Oracle Corporation. All rights reserved 93 of 128

4. The number of Contacts who were sent that particular Email is indicated by the Sent box, the number of times the Email was opened is shown in the Opens box and the number of times a Contact clicked a link in the Email is the value next to Clicks. Clicking on the number in the box next to any of these labels opens up a more detailed view of the contact's activity, which displays a read-only preview pane on the bottom of that window. You can resize the size of the split panes by dragging the divider line up or down: 2015 Oracle Corporation. All rights reserved 94 of 128

5. To view a Contact's Email open and clickthrough activity, click in the box that displays the number of opens as of or clicks as of, respectively. This will open the user's record in Eloqua Profiler. Learn more about Profiler. 2015 Oracle Corporation. All rights reserved 95 of 128

4.16 Engage integration Engage can be embedded in several Customer Relationship Management (CRM) systems, including Oracle CRM ondemand and Salesforce. This integration makes it easier and more convenient for you to access the sales tool from within your chosen system. Engage activities, including full emails, can be synched over to your CRM.The time it takes for a new contact or template to appear in your CRM depends on the integration rules setup between your Eloqua instance and your CRM. You are able to access Engage via the CRM by embedding the login url. If your CRM is Salesforce, Engage also supports using Salesforce as an identity provider. 4.16.1 Embedding Engage in Oracle CRM On Demand This document describes the steps for embedding the Engage application in an Oracle CRM On Demand environment. Note: If you are using Salesforce as your CRM environment, please see the Oracle Eloqua Engage Configuration Guide for installation instructions. Note: For instructions on how to perform the necessary configuration in Oracle CRM OnDemand as part of the integration with Oracle Marketing Cloud, please refer to the Oracle Eloqua Marketing Cloud Integration with Oracle CRM OnDemand Configuration Guide. Prerequisites Administrator access to the Oracle CRM On Demand ("CRMOD") application. Configuration The high level steps are as follows: 1. Create a contact web applet 2. Configure the page layout for the Engage app Step 1: Creating a Contact Web Applet To create a Contact Web Applet : 2015 Oracle Corporation. All rights reserved 96 of 128

1. Log in to Oracle CRM on Demand ("CRMOD") as an Administrator. 2. Click Admin in the upper-right corner of the application window. 3. Under the Application Customization section, select Application Customization. 4. Under the Record Type Setup section, click Contact. 5. Under the Page Layout Management section, click Contact Web Applet. 6. To create the new Contact Applet, click New in the top-left corner below the Contact Applet List heading. 2015 Oracle Corporation. All rights reserved 97 of 128

The window that opens contains several fields that require input in order to configure Engage in your CRMOD instance. The recommended settings are: Assign a name to your applet. It is recommended that you use Engage. For Location, select Detail Page. For Type, since this is a web applet, select URL from the drop-down list. In the URL field, enter the URL to the page to which the User will be directed. You must know the instance ("Pod") in which your install is located at Eloqua in order to correctly configure this URL.The two options include: a) Email Templates: The format for this URL is: https://login.eloqua.com/apps/engage/index.aspx#sendtemplatetocontacts/%%%em ail_address%%% b) New Email: The format for this URL is: https://login.eloqua.com/apps/engage/index.aspx#sendblankemailtocontacts/%%%e mail_address%%% For the Description field, enter a description for the applet. Although this is a free-form field, it is recommended to use a simple description such as "This is the Engage application". The description you will appear on your Contact Applet List in the Admin console, so it is a good idea to make sure the purpose of the applet is clear. In the Height field, specify the height (in pixels) for the amount of real estate (space) the Engage Editor will occupy in the screen. We have tested values for this setting and recommend a setting of 750 or greater. 7. Click Save. The Engage applet is now listed under the "E" heading, and shows the name and description you have entered from the steps above. Step 2: Configuring the Page Layout for the Engage app To configure the Page Layout for the Engage app. 2015 Oracle Corporation. All rights reserved 98 of 128

1. Log in to Oracle CRM on Demand ("CRMOD") as an Administrator. 2. Click Admin in the upper-right corner of the application window. 3. Under the Application Customization section, select Application Customization. 4. Under the Record Type Setup section, click Contact. 5. Under Page Layout Management, click Contact Page Layout. The Page Layout Wizard page opens. 6. Each type of User Account (system-generated) can have its own Contact Page Layout for Engage. Click Edit next to the name of the User Account for which you wish to create the Page Layout. 7. On the first tab, Step 1 (Layout Name), type a name for your Contact Page Layout (e.g. 2015 Oracle Corporation. All rights reserved 99 of 128

Engage), and, if desired, a description. 8. It is not necessary to configure Steps 2 or 3. Click Step 4 (Related Information) to continue. In the Not Available Information column, locate the Web Applet that you created above. Once you have located the applet, highlight it (single left-click), then click the > arrow to move it to Available Information. In the Available Information column, locate the applet, single leftclick on it and click the > arrow to move it to Displayed Information. As a result of performing this step, Engage will be available for anyone logging in to Eloqua who has the access rights associated with the Account under which you have created this layout. 9. Click Finish to save the Page Layout. 10. Repeat steps 1-9 above for each account type you wish to enable for Engage access. 4.16.2 Embedding Engage as a tab or button in Salesforce This section will walk through modifying Engage so it is seamlessly available to Sales users inside Salesforce.com. There are two ways Engage can be deployed within Salesforce: 2015 Oracle Corporation. All rights reserved 100 of 128

As a top navigational tab As buttons on the Lead and Contact Page layouts Embedding Engage as a tab in Salesforce To embed Engage as a tab in Salesforce: 1. Log in to Salesforce. Click on your name in the top-right corner of the page and select Setup. 2. Navigate to Administration Setup > Create > Tabs. Click edit next to the Engage tab setup for your Salesforce. 3. Click through the Tab settings until you are on Step 3, where you enter the URL for the button. Here you should see the URL for Engage. Replace the existing URL with one of the following: SAML: https://login.eloqua.com/auth/saml2/autologin?loginprefix=xxxx&returnurl=apps%2 Fengage SFDC ID: https://<podurl>/sso/sfdc/v1/svp.aspx?lp=xxxx&sfdisplayinline=true&ru=/apps /engage/index.aspx Replace <podurl> with the URL in your browser after you have logged in successfully to Eloqua (for example, secure.p01.eloqua.com). Click here for additional information about how to determine your POD. Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. 4. Save your changes and refresh the browser. You should now be able to click on the Engage tab and be logged in seamlessly to Engage. Ensure you are logged in to Salesforce from your dedicated Salesforce domain and not the standard login.salesforce.com. 2015 Oracle Corporation. All rights reserved 101 of 128

Embedding Engage as buttons on Salesforce Lead and Contact Page layouts There can be multiple Engage buttons on the Lead/Contact page layout within Salesforce. The following steps will walk through modifying the two most common buttons. To embed Engage as buttons on Salesforce Lead and Contact Page layouts: 1. Log in to Salesforce. Click on your name in the top-right corner of the page and select Setup. 2. Navigate to Administration Setup > Customize > Leads > Buttons, Links, and Actions. 3. Find one of the buttons you created for Engage and click to edit. 4. Enter the following URL: https://login.eloqua.com/auth/saml2/autologin?loginprefix=xxxx&returnurl=zzzz Replace the XXXX in the URL with the same LoginPrefix values you used when setting up Profiler in the previous section. 5. You most likely have multiple Engage buttons on the Lead/Contact objects. Each button will have a different value for ZZZZ in the Step 4 URL. Below are the values to enter for ZZZZ for each button on the Lead/Contact objects. Send Blank Email To Contacts: apps%2fengage%23sendblanktemplateemailtocontacts%2f{email_address} Send Template Email To Contacts: apps%2fengage%23sendtemplateemailtocontacts%2f{email_address} Open Engage with a specific template: apps%2fengage%23template/{template_id} 2015 Oracle Corporation. All rights reserved 102 of 128

Open Engage to a blank email: apps%2fengage%23template/newemail Open Engage with a specific template and email address: apps%2fengage%23template/{template_id}/{email_address} Open Engage with a specific email address and the template chooser: apps%2fengage%23sendtemplateemailtocontacts%2f{email_address} Important: You must replace {email_address}: For lead objects, replace {email_address} with {!lead.email}. For contact object, replace {email_address} with {!contact.email}. Note: To determine your template id, open the template in Eloqua or Engage. The template id will be displayed in the URL. 6. Save all the changes to your buttons and test by loading a Lead/Contact. On a Lead/Contact record, clicking these Engage buttons should give seamless access to Engage. Ensure you are logged into Salesforce from your dedicated Salesforce domain and not the standard login.salesforce.com. 4.16.3 Embedding Engage in OKTA with SSO This guide explains how to seamlessly configure and access Engage through OKTA. 2015 Oracle Corporation. All rights reserved 103 of 128

Configuration The high level configuration steps are as follows: 1. Configure Engage in OKTA with SSO 2. Accessing Eloqua Sales as OKTA apps Step 1: Configuring Engage in OKTA with SSO Engage is an app you can access via a URL from any location. It could be launched standalone in a browser but is most commonly embedded inside a CRM system. Once configured, you need to update Engage to work with OKTA so that access is seamless. To configure SSO with OKTA into Engage: 1. Enter the following URL: https://login.eloqua.com/auth/saml2/autologin?loginprefix=xxxx&idp=yyyy&returnu rl=apps%2fengage Note: Replace LoginPrefix=<LoginPrefix> where prefix is a 4 character identifying code like 'ELQA'. You can alternatively use <siteid> with your site ID - a numeric code, like '33' (it may be much longer). If you do not know what your prefix is, log a Service Request ("SR") via My Oracle Support (support.oracle.com). You can also choose to ignore this parameter and it will attempt to log you in using the first Eloqua saved credential it finds. Replace <IDPid> with the IDP unique ID from your SSO setup. Note: To find your IDP unique ID in Eloqua, navigate back to the Identity Management Provider interface. Right-click on the name of the Identity Provider you set up for OKTA and click Open Link in New Tab. 2015 Oracle Corporation. All rights reserved 104 of 128

On the new browser tab, look at the URL and copy the ID that appears after "...Display/". Once you have this properly formatted URL, as long as a user has an OKTA session active in their browser, the URL can be accessed from any location on the Internet and it will allow seamless access to Engage. Step 2: Accessing Engage as an OKTA App If you wish to allow users direct access to Engage from Apps in OKTA, you can do the following. 1. Repeat the SSO Configuration section above to create a new SAML2 template for Eloqua Profiler. 2. While creating the SAML2 template, add the following to the Default Relay State field: ReturnURL=apps%2Fengage Configuring SSO with OKTA 2015 Oracle Corporation. All rights reserved 105 of 128

5 Oracle Eloqua Sales Tools for Chrome Oracle Eloqua Sales Tools for Chrome is an extension for Google Chrome. The extension allows sales representatives to view contacts' profile information from Eloqua, as well as email prospects more efficiently by displaying contact information from Profiler in an easy to access pop-up in your browser. By using the extension, you no longer need to open Profiler in a separate tab and manually search for contacts. You can also access Engage to send emails to contacts. 2015 Oracle Corporation. All rights reserved 106 of 128

Tip: Please share your feedback by clicking Submit Feedback and let us know how we can improve this app. (If you require support, please log in to My Oracle Support and create a service request.) Oracle Eloqua Sales Tools for Chrome is able to: 1. Match to Eloqua contacts based on email addresses on a webpage 2. Match to Eloqua contacts based on a domain 3. Match to Eloqua contacts based on a LinkedIn profile page Note: Sales Tools for Chrome is available with our responsive Profiler. If you are using Profiler Stream, please upgrade to our new responsive Profiler to leverage Sales Tools for Chrome. 5.1 Installing Oracle Eloqua Sales Tools for Chrome Oracle Eloqua Sales Tools for Chrome is installed as a Chrome extension in your browser. Prerequisites: You must have a Profiler and Engage license. Profiler and Engage must be installed and configured in your Eloqua instance. Google Chrome web browser must be installed on your machine. To install Oracle Eloqua Sales Tools for Chrome: 1. Navigate to the Oracle Eloqua Sales Tools extension page on the Google Chrome web store: https://chrome.google.com/webstore/detail/oracle-eloqua-salestools/jngjmljecflgeoiagcladdhcpalcdfpm OR navigate to the Google Chrome web store https://chrome.google.com/webstore/category/extensions and search for Oracle Eloqua Sales Tools. 2. Click ADD TO CHROME. 3. In the confirmation pop-up, click Add extension. Sales Tools for Chrome is now installed. The extension icon appears next to the Chrome menu in your browser. 2015 Oracle Corporation. All rights reserved 107 of 128

5.2 Accessing Oracle Eloqua Sales Tools for Chrome Oracle Eloqua Sales Tools for Chrome is accessed with your Eloqua credentials. Sales Tools for Chrome must be installed. Note: If you are already currently logged in to Eloqua, you will not need to login to Oracle Eloqua Sales Tools for Chrome separately. To access Oracle Eloqua Sales Tools for Chrome: 1. Click the Sales Tools for Chrome icon in Chrome. A login screen is displayed. 2. Enter your Eloqua credentials and click Sign In. 2015 Oracle Corporation. All rights reserved 108 of 128

Important: If you are leveraging Single Sign On, click Use Another Account to sign in with your company credentials. If you are unsure of how to complete the Company field, please contact your administrator. You are now logged into the Sales Tools for Chrome and can access contact information from Profiler in the pop-up in your browser. 2015 Oracle Corporation. All rights reserved 109 of 128

5.3 Matching to Eloqua contacts based on email addresses on a webpage When navigating to a webpage with one or more email addresses, Oracle Eloqua Sales Tools for Chrome displays those email addresses in a list. The Profiler icon is displayed for any matching contacts inside Eloqua. Therefore, you can quickly view their Profiler digital body language (contact details, activities, lead score value, and so on). The extension also provides the option to email any users on the page using Engage. Clicking the Engage icon next to a contact opens Engage in a separate tab, automatically populating the To field. If there are multiple email addresses on the page, you have the option to email all contacts. Note: In order to use this feature, Search must be enabled in Profiler Global Settings while installing or re-configuring Profiler. To match Eloqua contacts based on email addresses on a webpage: 1. Navigate to a webpage. 2. Click the Oracle Eloqua Sales Tools for Chrome icon. 3. Click the plus x emails found on this webpage tab to expand it. A list of contacts matching the email address(es) on the web page is displayed. You can now perform the following actions: Click individual contacts to view their Profiler digital body language. Click the Engage icon next to any contact. Engage opens in a separate tab where you can select (or create) an email and modify the recipients. Click Send Email to All to send an email to all contacts on the list using Engage. 2015 Oracle Corporation. All rights reserved 110 of 128

5.4 Matching to Eloqua contacts based on a domain If you are investigating a company by visiting their website, Oracle Eloqua Sales Tools for Chrome looks up the contacts at that domain (or company). These contacts are found by comparing the domain of contact's email addresses in Eloqua with the domain of the webpage. This includes webpages with subdomains as well as nested pages. Example: If you navigate to www.oracle.com, Oracle Eloqua Sales Tools for Chrome will display all the contacts in Eloqua with Oracle in their email address. The number of contacts found is displayed in the badge on the extension icon. The badge updates to show the contacts at the a webpage for a new tab or window. Note: In order to use this feature, Search must be enabled in Profiler Global Settings while installing or re-configuring Profiler. To match Eloqua contacts based on a domain: 1. Navigate to a webpage. 2. Click the Oracle Eloqua Sales Tools for Chrome icon. A list of Eloqua contacts whose email address matches the domain of the website is displayed. 3. Click individual contacts to view their Profiler digital body language. 2015 Oracle Corporation. All rights reserved 111 of 128

5.5 Matching to Eloqua contacts based on a LinkedIn profile page When on a LinkedIn profile page, Oracle Eloqua Sales Tools for Chrome performs a lookup for that contact inside Eloqua. The lookup is based on first name and last name. The number of matching contacts is displayed in the badge on the extension icon. If there is a single contact found, the Profiler digital body language is displayed. You may also email the contact(s) by clicking the Engage icon. If you navigate to any other LinkedIn page (other than a profile page), all contacts at the domain LinkedIn are displayed. Note: In order to use this feature, Search must be enabled in Profiler Global Settings while installing or re-configuring Profiler. To match Eloqua contacts based on a LinkedIn profile page: 2015 Oracle Corporation. All rights reserved 112 of 128

1. Navigate to a LinkedIn profile page. 2. Click the Sales Tools for Chrome icon. If a single contact is found (based on matching first name and last name), their Profiler digital body language is displayed. If multiple contacts are found, they are listed. Select each contact to view their Profiler digital body language. If there are no matching contacts, a contact not found message is displayed. You may also email the contact(s) by clicking the Engage icon. 2015 Oracle Corporation. All rights reserved 113 of 128

6 Discover for Salesforce 6.1 Overview Eloqua Discover for Salesforce radically changes the way sales views buyers. In one click, sales professionals know exactly who to call next. They see a prioritized view of the most engaged prospects and get email or alerts when actions occur. Discover for Salesforce Configuration Guide If you want to create prioritized lists of leads and/or contacts in your CRM, you may be interested in configuring sales prioritization views. 2015 Oracle Corporation. All rights reserved 114 of 128

7 Sales prioritization views overview You can integrate with your CRM in a way that provides your sales team with a prioritized lead list or contact calling list. Optionally, you can also include links to Oracle Eloqua Engage and Profiler. Learn more about how to configure sales prioritization views in Salesforce.com. 7.1 Configuring sales prioritization views in Salesforce.com This guide describes how you can create a lead or contact calling list for your sales team in Salesforce, allowing them to prioritize by lead score and other criteria. Optionally, you can also include links to Oracle Engage and Profiler. Configuration Prerequisites Salesforce administrator privileges CRM integration is set up in your Salesforce instance The Lead Score property from Eloqua has been synchronized to a property in Salesforce 7.1.1 Configuration The configuration requires the completion of the following high level steps: 1. Creating the properties 2. Creating the view 2015 Oracle Corporation. All rights reserved 115 of 128

Creating the Properties This configuration involves creating new properties in Salesforce to show the Lead Score Images. These images (typically composed of dollar sign and flame icons) appear inside the Salesforce View and link users to Profiler and Engage. There will be a total of 16 images (A1, A2, A3, A4, B1, B2, B3, B4, C1, C2, C3, C4, D1, D2, D3, D4). Note: The only required property is the Lead Score property, which is a prerequisite for this configuration. The properties below are optional, but provide visual cues and a better user experience. To create the optional properties: 1. (Optional) Create the Lead Score Image property: a. Create the 16 different lead score images or download the example images. For example: b. Upload the 16 images to Salesforce. i. Inside Salesforce, navigate to Documents. ii. Click New to create a new document. iii. Upload the image and then Save. iv. Open the document and click View File. The image opens in a new tab. v. Copy the URL from your browser address bar into a document or spreadsheet so you can reference it later. Note: This is the URL to the image. You will need these image URLs later. vi. Repeat for each flame and dollar sign image. c. Create a new field to lookup the appropriate image based off the lead score rating value. 2015 Oracle Corporation. All rights reserved 116 of 128

In other words, if the lead score is A1, then we want Salesforce to display the A1 image. i. Inside Salesforce, navigate to Setup > Leads > Fields. ii. iii. iv. Create a New Custom Field. Step 1: Choose the Field Type. Select Formula. Step 2: Choose output type. Select Text v. Step 3: Custom Field Definition Edit. Insert the following code, with your own data substituted for the information highlighted below: IMAGE( CASE( <API Name for Lead Scoring Field>, "A1", "<A1ImageURL>", "A2", "<A2ImageURL>", "A3", "<A3ImageURL>", "A4", "<A4ImageURL>", "B1", "<B1ImageURL>", "B2", "<B2ImageURL>", "B3", "<B3ImageURL>", "B4", "<B4ImageURL>", "C1", "<C1ImageURL>", "C2", "<C2ImageURL>", "C3", "<C3ImageURL>", "C4", "<C4ImageURL>", "D1", "<D1ImageURL>", "D2", "<D2ImageURL>", "D3", "<D3ImageURL>", "D4", "<D4ImageURL>", "/s.gif"), "Lead Rating") vi. Step 4: Establish field-level Security. Select which profilers get access to this field. 2015 Oracle Corporation. All rights reserved 117 of 128

vii. viii. Step 5: Add to page layouts. Select the page layouts that this field will show up in Save Here is an example: Note: Your image URLs and Lead Scoring API name will differ from the example shown above. 2. (Optional) Create a property to link to Engage: a. Create and store the Engage icon inside Salesforce. i. Inside Salesforce, navigate to Documents. ii. iii. iv. Create a New document. Upload the Engage icon and then Save. Open the document and click View File. The image opens in a new tab. v. Copy the URL in the address bar. Note: This is the URL to the image. You will need the image URLs later. vi. Copy the URL from your browser address bar into a document or spreadsheet so you can reference it later. Note: This is the URL to the image. You will need this image URL later. b. Create a new field that displays the Engage icon, by performing the following steps: Note: The icon will contain a hyperlink to Engage, with the lead's email address populated in the To field. Alternatively, the URL could take the sales rep to a specific engage template. i. Inside Salesforce, navigate to Setup > Leads > Fields. ii. iii. Create a New Custom Field. Step 1: Choose the Field Type. Select Formula. 2015 Oracle Corporation. All rights reserved 118 of 128

iv. Step 2: Choose output type. Select Text v. Step 3: Custom Field Definition Edit. Insert the following code, with your own data substituted for the information highlighted below: HYPERLINK("<Login URL>&Url=/apps/engage?sendTemplateEmailToContacts/" & Email, IMAGE ("<EngageIconURL>", " ")) Note: Specify the URL that you typically use to access (i.e. login to) Engage. vi. vii. viii. Step 4: Establish field-level Security. Select which profilers get access to this field. Step 5: Add to page layouts. Select the page layouts that this field will show up in. Save. 3. (Optional) Create a property to link to Profiler: a. Create and store the Profiler icon inside Salesforce: i. Inside Salesforce, navigate to Documents. ii. Create a New Document. iii. Upload the profiler image and then Save. iv. Open the document and click View File. The image opens in a new tab. v. Copy the URL from your browser address bar into a document or spreadsheet so you can reference it later. Note: This is the URL to the image. You will this image URL later. b. Create a new field which will show the Profiler icon with a hyperlink to the specific profiler for that contact: i. Inside Salesforce, navigate to Setup > Leads > Fields. ii. Create a New Custom Field. iii. Step 1: Choose the Field Type. Select Formula. iv. Step 2: Choose output type. Select Text v. Step 3: Custom Field Definition Edit. Insert the following code, with your own data substituted for the information highlighted below: HYPERLINK("<LoginURL> /apps/cloud/admin/galactus?returnpath=/salestools/profiler/contacts?emailaddr ess=" & Email, IMAGE("<ProfilerImageURL>", " ")) 2015 Oracle Corporation. All rights reserved 119 of 128

Note: Specify the URL that you typically use to access (i.e. login to) Profiler. vi. vii. viii. Step 4: Establish field-level Security. Select which profilers have access to this field. Step 5: Add to page layouts. Select the page layouts that this field will show up in. Save. Creating the View This section is about creating a View on the Lead tab which will show a list of all the leads sorted by the lead score. 1. Inside Salesforce, navigate to the Leads tab. 2. Click Create New View. 3. Specify a meaningful name for your new view. 4. Specify Filter Criteria - Filter the view Filter By Owner The view can show all leads, my leads or leads in a specific queue. My Converted Leads will show all the leads that are assigned to the user that is currently logged in. Only one view is needed instead of creating a view for each user. Filter by Additional Fields The lead score value occasionally can be empty or invalid. Therefore, by default, filter out the following: Lead Score not equal to Lead Score not equal to A In addition, filter out any custom property. For example: Region, Territory, State, etc 5. Select Fields to Display Add fields that will appear in the view. 2015 Oracle Corporation. All rights reserved 120 of 128

Add the fields that will appear in the field, at a minimum add in Lead Score, and Name of the contact. Make sure you add all of the optional fields that you created in the Creating Properties section. 6. Save the view. 7. Sort on Lead Score by clicking the heading of the column inside the view. Note: You can configure the same view on the contacts tab by adding the same properties to the Contact object and then creating the same view on the Contacts tab. 2015 Oracle Corporation. All rights reserved 121 of 128

8 Sales Tools Administration As an administrator of your Eloqua instance, you can configure settings for Engage and Eloqua Profiler using the Setup area of the core application. Examples of these settings include enabling or disabling of thumbnail images, the ability to add attachments or images to an Email, and many more. This document describes each setting and how changing them affects what Enage and Profiler users will see when using the product. Engage Eloqua Profiler 8.1 Configuring settings for Engage Important: If you are logged in to Engage while making changes to the Administrative Settings, you must either log out of Engage or Profiler and back in, or refresh your Engage or Profiler browser window in order to see the changes reflected in the User Interface. 1. If you use Eloqua, navigate to Settings > Seup > Sales Tools (in the Administration section). If the Sales Tools icon is not present, your security settings do not allow you to access to this functionality; please contact your Eloqua administrator to enable this feature. Eloqua users can access the Sales Tools settings page via the following URL: https://login.eloqua.com/apps/salestoolsadmin/. 2. On the left-hand panel, select Engage. 2015 Oracle Corporation. All rights reserved 122 of 128

3. The settings that you can configure are divided into two categories: Recipients and Templates. The default settings are shown in the following screenshot: 4. The first setting in the Recipients section, Allow recipient auto completion, when set to ON will automatically suggest a recipient (contact) you type in the To: field of your Engage Email, if it already exists. When the corresponding address is shown, clicking on the address will add it to the Recipient list. If the address is not found (the contact is not yet in the Eloqua contact database), the Email address will be added once you finish typing. 5. Click the ON button to toggle the setting to OFF if desired. If OFF, when you enter Email addresses (recipients) in the To: field, no suggestions will be presented. Click Save to save your change 6. The second setting, Restrict the maximum number of recipients to enables you to enter a value which will prevent the Engage user from sending the Email to more than a desired number of recipients. Engage is designed to send Emails to a smaller group of users than the core 2015 Oracle Corporation. All rights reserved 123 of 128

Eloqua product. It is recommended to use Engage when sending to approximately 250 or fewer contacts, however this is not a hard-coded value. Note that the default setting is OFF. To change the maximum number of recipients, click the OFF toggle switch until it is ON (green) and enter the number of recipients in the field directly below. The minimum value is 1. Click Save to save your changes. The Templates section of the Engage settings enables you to configure the following settings, according to your preferences. Allow creation of public Engage email templates: As an Engage user, you may wish to create templates for your own use only. Engage gives you this capability as a checkbox on the Save as a template dialog box. If you wish all templates to be private, which will hide these templates for anyone other than your user login, change the ON button (toggle) to OFF. The default setting is ON. If you do not change this setting, when an Engage user chooses to save an Email as a template, there is a checkbox that will set the template as either private or public: 2015 Oracle Corporation. All rights reserved 124 of 128

If set to OFF, there is no option to make this template available to all Engage users: Allow insertion of images in Engage email templates: The Engage toolbar includes an icon that allows a user to insert an Image in the Email. If you change the switch to OFF, the Add Images button is removed from the toolbar: and you will not be able to add an image to your Email. Allow attachments in Engage email templates: By default, this setting is turned ON. When turned on, the Add Attachments button is displayed in the Engage toolbar: 2015 Oracle Corporation. All rights reserved 125 of 128

When toggled to OFF, the toolbar does not display the Add Attachments icon, thereby preventing the Engage user from adding a file attachment to the Email: 8.2 Configuring Profiler Stream settings As an Administrator, you can choose which information and options will be available to users viewing contacts in Profiler Stream. To configure the settings for Profiler Stream: 1. Navigate to Settings > Setup, then click Sales Tools (in the Administration section), the Sales Tools Administration window opens. Note: If the Sales Tools icon is not present, you may not have the correct security permissions to access this functionality; please contact your Eloqua administrator to enable this feature. Eloqua users access the Sales Tools settings page via the following URL: https://login.eloqua.com/apps/salestoolsadmin/. Note that the final "/ " is required in order to access this page. 2. Click Profiler in the left-side column under Sales Tools. 3. Click the On/Off switch next to each of the categories under Profiler Settings to enable or disable the features as needed. The following is a list of the available options: 2015 Oracle Corporation. All rights reserved 126 of 128

Web Alerts: With Profiler you have the option to be notified via email whenever a particular contact, or anyone with the same email domain, visits your website. You can configure the settings to either allow or block Profiler users from creating these alerts (notifications). If web alerts is set to off, the option will not appear when viewing a contact in Profiler Stream. Learn more about using Web Alerts. Thumbnail Previews: When thumbnail previews is enabled you are able to see a preview of an email or website in the contacts activity history. If this option is enabled (set to On), a thumbnail is displayed by default. If you disable the thumbnail previews option, when you view a contact's activities and click the name of a particular email or web page, you are shown the following message: Note: Email preview is available for 120 days after the send date. 2015 Oracle Corporation. All rights reserved 127 of 128

Date Format: By default, the list of emails included in a contact's activity record in Profiler Stream includes the date and time that the email was sent: If you want to display only the dates, set the Date Format switch to Off. Search: When the search is disabled you are only able to search for a contact by their email address, this must be an exact match. When search is enabled, you also have the option to search by the contact's name. External Activity: Activities that a contact performs outside of Eloqua are called External Activities. Here you can select which external events will appear in the activities feed. This is useful as you may have many external activities configured in your instance, but may not want to display all of them on contact records. Only the activities whose switch is in the On position will be displayed. The list of external activities from which you can choose must be configured in the External Assets and Activities section of Eloqua, prior to enabling or disabling them in Profiler Stream. Learn more about external assets in Eloqua. 4. Click Save when you are done configuring the settings. 2015 Oracle Corporation. All rights reserved 128 of 128