Salesforce Marketing Cloud

Overview

Welcome to the technical documentation for our Salesforce Marketing Cloud Integration. This comprehensive guide is designed to assist users in seamlessly integrating Marketing Cloud with Relay Network.

Intended Purpose

The primary goal of the Salesforce Marketing Cloud Package is to establish a bidirectional data exchange between Marketing Cloud and Relay Network. The installation of the Marketing Cloud package allows users to embed Marketing Cloud journeys with a custom Relay widget.

Key objectives of the integration package:

1. Data Synchronization: Enable real-time and batch data synchronization between Salesforce Marketing Cloud and Relay Network, ensuring consistency and accuracy of shared information.

2. Embedded User Experience: Provide a seamless and intuitive user experience within the Marketing Cloud interface, allowing the custom Relay widget to be be dragged and dropped into Marketing Cloud’s journey builder.

3. Automation and Customization: Leverage custom integrations and SQL queries to manage data within Marketing Cloud data extensions, connect to Salesforce.com CRM or other 3rd party applications.

How to Use This Guide

This documentation is structured to guide both developers and administrators through the integration process. Here's a breakdown of the sections:

• Getting Started: Begin with an introduction to the integration package, including prerequisites and system requirements.

• Installation: Walk through the installation process, detailing the necessary steps to deploy the package within your Salesforce Marketing Cloud instance.

• Configuration: Explore configuration options, including how to set up and customize the integration based on your organization's specific business use cases.

• Best Practices: Gain insights into best practices for maintaining and optimizing the integration for long-term success.

• Troubleshooting: Find guidance on identifying and resolving common issues that may arise during the integration process.

Getting Started

Prerequisites

Understanding of Relay Network

• Familiarity with "The Feed" - Ensure a clear understanding of our software Relay's messaging platform, including its functionalities and capabilities.

• Onboarding Process - Knowledge of the onboarding process and data requirements for users within the Relay Platform.

• Messages and triggering - Understanding of how messages are generated and triggered within "The Feed," including the events that initiate message notifications. When setting up an experience in CXB, remember to add a trigger nickname. The trigger nickname will populate in the custom journey activity when selecting a message. If you do not add a trigger nickname, the trigger id will populate in the custom journey activity.

• TCPA Consent - Awareness of the Telephone Consumer Protection Act (TCPA) regulations regarding consent for messaging communications.

• CCID (Client Customer Identification) - Understanding of how customer contacts are identified and managed within Relay.

Understanding of Salesforce Marketing Cloud

• General Salesforce Marketing Cloud basics - Data extensions, journeys, and settings.

• Installation of Packages - Ensure access to Salesforce Marketing Cloud Packages and knowledge of the installation process. Obtain the .zip package from your Relay Client Success or Implementation Manager prior to the installation.

• Data Extensions - An understanding of each Relay related Data Extension and how each is used in the integration with Salesforce Marketing Cloud.

  • Relay Metadata Network Data - This data extension maps into Relay to fetch the client ID and the client keys when executing tasks. It essentially holds the API key required to call the Relay APIs, retrieving experience lists from the Relay platform or triggering a Relay experience within the Salesforce Marketing Cloud Journey Builder.

  • Relay Network Standard Data - The data extension, relay_network_data, contains the fields utilized to onboard customers and/or trigger Relay experiences from Salesforce Marketing Cloud Journey Builder. It represents a firm’s entire customer base and the fields associated with those customers, however, the minimum, required fields are: CCID, product_group_id, phone_number, phone_consent_type. For a full data dictionary, review the Appendix: Data Extensions section.

    • In addition to standard fields, Clients can choose to add extension fields starting with “EXT_” — these will be included when making onboarding calls.

    • NOTE: The Relay batch file and direct API connections do not source data from this data extension.

  • Starting Data Extension - Each Salesforce Marketing Cloud Journey requires a Starting Data Extension. This is the segment of the customer base that will receive the specific journey and Relay experience. Often, specific fields associated with the Relay experience are contained in this Starting Data Extension. These are known as “input_” fields.

    • NOTE: The customers receiving the journey are a subset or segment of the customers contained in the relay_network_data data extension and MUST be linked when Building a Salesforce Marketing Cloud Journey.