ClickDimensions FAQs

ClickDimensions Academy

The ClickDimensions Academy is undergoing some (good) changes. Please refer to the info in this article as well as this one to better understand changes you may see to your Academy access or when trying to sign up for access to the Academy.

The ClickDimensions Academy is self-service eLearning Portal with a plethora of written, video, and interactive training resources to help you get the most of ClickDimensions. The ClickDimensions Academy is also the portal through which you can enroll to take different ClickDimensions Certification Exams! The Academy is available free of charge for all ClickDimensions customers and partners.

Requesting Access to the Academy

We're moving to our new Academy location so if you've never accessed any ClickDimensions Academy, you can submit the form below to be added to our Waitlist. Learn more here about when those on the Waitlist will be added to the new Academy.

If you already have access to our current Academy, you do not need to be added to the Waitlist; we'll be moving all existing users to the new Academy.

Please note that access to the ClickDimensions Academy is only available for current customers and partners.

Submitting the Form

In order to ensure that you receive access, you must include the following:

Your Company Email Address We are unable to grant access to personal email addresses. Should your work email change though, we can help you with updating it on your profile.

A valid Company Name Values such as "Mr" or a second instance of your name in the company field will not be approved.

If either of the above items is not part of your request, you will not receive an enrollment email when the Waitlist is added to the new Academy.

Our new Academy has some exciting new content and features. Below, see how you can access it, know what to expect, and get a sneak peek of what it looks like.

here

New User Signup

First, you will receive an email invite to the Academy. (to know if you should be expecting an invite or need to first request access, see our article .) In the invite you will click on the unique invitation link in the email and an internet browser page asking you to create a password will appear. After creating and confirming a password, this will setup your new Academy user and log you in for the first time.

Logging In

After your initial user setup and login, when you navigate back to the Academy site this is what the login page will look like. (the image you see on the login page might look different, but the login page structure as a whole will look like this.)

Your Dashboard

Your dashboard shows how many courses you are enrolled in or have completed as well as the courses you're currently working on. So you can review what you have already done or resume a course to complete it.

You can also navigate to your account profile and update your name, avatar, and more. At any time, you click on the Dashboard button to return to it or to visit the Course Catalog.

Record of Attained Certifications from Previous Academy

Currently when you login to the new Academy, you will not see any previous certifications you attained in the previous Academy. We wanted to make sure we got previous Academy users invited and setup in the new Academy first, before we worked on the migration of attained certifications. We will be working on the transfer and recording of your certifications in the new Academy hopefully later in December 2019.

When updates are available, we'll be sure to communicate them your way!

Record of Course Progress from Previous Academy

We have been working to improve our course content for the new Academy and are still in the process of doing so. In the new Academy you will notice a different structure in how courses are provided along with the content within them.

Only attained Certifications from our previous Academy will be recorded in the new Academy, so Course progress or completions will not be transferred over.

Incomplete Course progress will not be recorded in the new Academy.

Completed Course progress will not be recorded in the new Academy. Meaning, if you started our Fundamentals Curriculum and completed some courses within it, but you did not finish the all the Curriculum courses AND then take the Fundamentals Exam to achieve our CD Fundamentals Certification - that activity will not be recorded in the new Academy.

Course Content in New Academy

Like mentioned in the section above, we are in the process of improving our course content and course offerings as whole. In the new Academy you will see available courses in the Catalog.

Start progressing through our product courses and as we have more available you will see them in the Catalog. And when updated product certifications are available in the new Academy, we will let you guys know!

Campaigns will show a brief overview of the details recorded on the Campaign record including the Actual and Proposed dates set for the Campaign as well as the Campaign Type. If you want to view or edit the record, click the View Full Record link in the top right of the pop-up.

Feature Added: 9.20.0

Social Posts will display the Post On date which will indicate the date/time the post was posted. That date/time can either be a scheduled date/time or the actual date/time that it was posted. You will also be able to see the Social Network and associated Campaign.If you want to view or edit the record, click the View Full Record link in the top right of the pop-up.

Feature Added: 9.20.0

Events will show a summary of the Event record including the associated Campaign, Scheduled date, Scheduled Duration, Status, and Number Registered. Keep in mind that the Owner may show the Service User if your Event was created from a connector; manually-created Event records will display the user who created them as the Owner.

If you want to view or edit the record, click the View Full Record link in the top right of the pop-up.

Feature Added: 9.20.0

If you use one of our SMS connectors, the Bulk Text Message pop-up will display information on sent text messages. You will be able to see the Subject, Status (including if it reached the Error status), Send On date, and Owner.

Feature Added: 9.21.0

The Campaign Automation pop-up shows slightly different information in that it shows the date the Campaign Automation was created. It will also show the number of Completed Instances so you can quickly see how many participants have successfully completed your automation.If you want to view or edit the record, click the View Full Record link in the top right of the pop-up.

Feature Added: 9.20.0

The Email pop-up will show you the scheduled Send On date or the date the email actually Sent. You can also see a quick overview of stats so you know how your email performed at a quick glance.

One thing to keep in mind is that the Name field, not the Subject, is reflected in the Marketing Calendar. So if you don't give your Email a name then it will show as an Untitled email item on the calendar and the pop-up's Name will remain blank as shown below.

Feature Added: 9.21.0

On the Marketing Calendar, you can see the entity items at a glance, but if you want to learn more about an item without leaving the calendar, you can.

Click on the item you're interested in and you'll see a pop-up appear above/next to the item. It will tell you the name, CRM Campaign (if it has one), and few other details depending on the entity.

If you want to visit the record related to the calendar item, simply select the View Full Record link in the pop-up and your window/tab will redirect to the related CRM record.

Feature Added: 9.20.0

Feature Updated: 9.21.0

2019 Holiday Hours & Availability

As we prepare for the 2019 holiday season, we wanted to make you aware of some days that our Support, Success, and Client Services teams will be at reduced staffing. The following list shows those dates and holidays we'll be observing.

Date

Holiday

Thursday, November 27, 2019 Friday, November 28, 2019

Thanksgiving

Tuesday, December 24, 2019 Wednesday, December 25, 2019 Thursday, December 26, 2019

Christmas

Wednesday, January 1, 2020

New Year's Day

What does that mean for you?

We will continue to monitor for and address urgent issues, and you can still submit tickets/inquiries to our teams. However, please keep in mind that non-critical issues may be held until after the holidays when our full team is back.

Cvent is a cloud-based enterprise event management platform that offers software solutions to event planners for online event registration, venue selection, event management and more. This article will show how to set up the connection to your Cvent account. After setting up the connector, the information from the Cvent events and participants will automatically flow into CRM as Events, Event Participations, and new or updated contacts or leads.

When connecting CVENT to ClickDimensions, please be aware that Cvent now offers an EU API endpoint. This is an addition to their existing North America API endpoint. At this time ClickDimensions only supports the North America API but is working on adding the EU API. Keep an eye on our release notes for further updates.

There is an additional charge from Cvent for using their API to connect with ClickDimensions. Please contact your Cvent account manager for more information.

Dynamics 365

CRM 2011

Navigate to the Cvent Connector

To get started, you will need to click on the arrow by Microsoft Dynamics CRM and choose Settings > ClickDimensions Settings

Within the settings, click Connectors on the bottom right.

Event Records

A new windowwill open. Click Add connector here.

Then click Cvent.

Set Up the Cvent Connector

On the next windowyou will fill out your settings.

Navigate to the Cvent Connector

To get started, you will need to navigate to Settings > ClickDimensions > ClickDimensions Settings and click Connectors towards the bottom right.

A new windowwill open. Click Add connector here.

Then click Cvent.

Set Up the Cvent Connector

On the next windowyou will fill out your settings.

General Settings

Connector Name: Input the name for how your connector will display in the Connector's Settings Window (Customers will not see this name)

Create Unknown Registrant As:This will choose how anyone who registers who is not already in your CRM will be added to your CRM. You can choose to have these registrants saved as new Lead or Contact records. If the email address the registrant used for his or her registration already exists on a Lead or Contact record, then the Event Participation and Event records will be connected to that existing Lead or Contact record within CRM.

Reminder Email Address:Supply an email address here to receive the reminder from ClickDimensions when your authorization is about to expire.

Fill the Cvent API Connection Information

In order for the connector to work, API access must be turned on in your Cvent account. If you do not have API access or are unsure please contact your Cvent Account Manager or Cvent Customer Care (1-866-318-4357).

Account Name: This is your Cvent Account Name (found within the Cvent Administration Profile page)

API Username: Request this information from Cvent

API Password:Request this information from Cvent

Now press Save.This integration will pull in information about any upcoming events and participants. To see where Cventrelated records are displayed in your CRM, including events and participants, see thearticle.

Feature Added: January 2016

Feature Updated: 9.2.0

ClickDimensions Version Need: 7.1.0

What is a Suppression List?

Suppression lists are intended to help youavoid sending emails to opted-in recipients to whom the email may not be relevant or necessary, such as the previously mentioned event registration scenario. They are not meant to act as a replacement or backup for the standard unsubscribe process. Regardless of whether or not you decide to use a suppression list, ClickDimensions will still exclude any members of your marketing list who have previously unsubscribed from your emails.

You may select one or more static or dynamic Marketing Lists to exclude from your Email Send. For example, if you want to send an email to people who have not yet RSVP'd for an event you are hosting, you can use your original Marketing List of possible attendees as the one you will send to, and set other Marketing Lists of people who have already said they will attend and people who have already said they will not attend as your suppression lists for the Email Send. Anyone on the suppression list(s) will be excluded from being sent the email even if they are on the original Marketing List of possible attendees that was set for the Email Send if the email addresses match.

How can I add a Suppression List to a Send

You can add Suppressed Marketing Lists via the grid within the Email Send record draft. Click the plus sign and choose the desired Marketing List(s).In this example, we have included the various Marketing Lists of Contact who have already RSVP'd to the event.

here

To add a suppression list to your Email Send, you can also click on the associated menu arrow next to the Email Send's name at the top of the navigation bar, and choose Suppressed Marketing Lists.

Click Add Existing Marketing List and query for the list(s) you would like to use for suppression purposes.

In this example, we have included the various Marketing Lists of Contact who have already RSVP'd to the event.

When the Email Send is sent out, ClickDimensions will refrainfrom sending the email to anyone who may exist on both the specified suppression lists and the original marketing list of recipients. You can see these excludedrecipients under the Email Send's related Excluded Emails. More on excluded emails .

FAQs

Can I use one Suppression List for all my contacts/leads?

No. Suppression Lists are based on entity typeremember that they are a Marketing List which you have to set to the contact, lead, or account entity. So when sending an email only to leads, a Lead Suppression List can be used.

However, if contacts are also on your Email Send, even if a contact has the same email address as a lead that should be suppressed, the contact will be sent to. The lead Suppression List can't suppress a contact since it's a different entity. Ideally, you won't have duplicate email addresses in your CRM anyway, but if you do need to account for all entities on a Send just be sure to add a Suppression List for each entity you're sending to.

The Campaign Automation tutorial is designed to help ClickDimensions users not familiar with Campaign Automations navigate the Campaign Automation window. New and experienced users can select it at any time if they wish to use it again.

Using the Tutorial

Go to ClickDimensions > Campaign Automations, and select a Campaign Automation. Then click the Open Builder button in the toolbar.

Once the builder window opens, you can select the Walkthrough button (top right corner).

Once you click on the Walkthrough button a pop-up will appear. Clicking Next will take you to the first step in the tutorial. You can then go back or forward or close out the tutorial pop-up if needed.

If you close the builder window before closing/finishing the tutorial, the next time you open that Campaign Automation builder the tutorial will display at the same step you were on.

Feature Added: 9.20.0

series

The Added to List trigger checks if somebody is added to a specific static Marketing List and may be used as an Entry Point Trigger or as an Internal Trigger. If this trigger isan entry point, any time a contactor leadis added to the specified static-type marketing list, that contact or lead will enter the campaign automation.

Goals

Learn how to add an Added to List Trigger to a Campaign Automation

Learn how to set up an Added to List Trigger's properties

Add the Trigger to a Campaign Automation

To add an Added to List Trigger to a Campaign Automation, click on the trigger icon in the sidebar and drag in onto the Campaign Automation Canvas.

Trigger Properties

Once the trigger has been added to the canvas, click on it and you will see the right panel change to show the properties of this trigger.

Display Name(required): Once you select a list the Display Name will change automatically to the name of that form. However, you may change it to whatever you would like.

The participant was added to the following Marketing List(required):Use the lookup to select an existing static-type marketing list. The trigger will run based on the list selected.

NOTE: Dynamic Marketing Lists cannot be used with the Added to List Trigger.

Run on entire list: this will run everyone on the marketing list selected and those who are added after the Campaign Automation is published. This option is only available before the Campaign Automation is published; after the Campaign Automation is published, this option is no longer available to select. If Run on entire list is checked, once the Campaign Automation has been activated, this field as well as the Marketing List lookup field will be made read only.

Note:A note is an option field for any details that need to be written about the trigger.

In this example, the trigger is set to run when a contact is added to the "Newsletter - Contacts"marketing list. Because this is set up as an entry point, any time a contact is added to the "Newsletter - Contacts"marketing list, the contact will enter this automation and the automation will begin to run for the added contact.

NOTE: If 'Run on entire list' is NOT checked andyou select a marketing list that already contains leads/contacts, the Campaign Automation will not run on the existing list members when itis published. The Campaign Automation will only run onmembers added to the list afterit is published.

NOTE: ClickDimensions has become aware of an issue in Microsoft CRM that can prevent Campaign Automations from being executed against a record that is added to a marketing list using CRMs Add Members Using Advanced Find and/or "Copy to Marketing List"method.If you choose "Add only the selected members to the marketing list" this will work. But if you choose "Add all the members returned by the search to the marketing list", it will not send the required message to CRM that is needed to trigger our nurture program. Microsoft is aware of this issue but has not provided an ETA on a fix. Meanwhile, the following methods of adding contacts or leads to marketing lists work fine to trigger the Campaign Automationsassociated with the marketing list:

Add marketing list members via Look-up

Add marketing list members via running an Advanced Find then using the Add to Marketing List button on the Advanced Find Results page

Add marketing list members via the Add to Marketing List action on web content records

Add marketing list members to a static list using a workflow. You can see how to do so here.

Add marketing list members using the ClickDimensions import tool.

NOTE: If a lead or contact who is already a participant in a Campaign Automation is re-added to the designated marketing list, either manually or through an automated process, the Added to List Trigger will create another instance of that lead or contact as a participant and run them through the Campaign Automation again.

Upon clicking in the canvas, you changes will be saved. To edit the node's properties, simply click on the node and make any necessary changes. Now connect the Add to Listtrigger to at least one .

Feature Added: November 2015

Feature Updated: October 2016

ClickDimensions Version Needed:7.0

In the Free Style Editoryou can insert a preexisting template layout so you don't have to start from scratch on each template.You can also upload any .html files you have created previously.

Goals

Learn how to use the Layout Manager to upload preexisting template layouts for use in the Free Style Editor

Layout Manager

To access the Layout Manager click the Layout Manager button in the Freestyle Editor.

That will open the Layout Manager Dialog.

You can add folders in the left-hand column to keep your layouts organized by clicking on the New Folder button at the bottom of the column.

To upload a layout, choose Upload a Layout or you may drag and drop the .html or .htm file(s) on your computer you wish to use within the designated field to upload them.

NOTE: There is a limit of 1000 KB per layout. You have a total storage space of 100 MB per company to store all images, documents, and layouts.

Those files are hosted by ClickDimensions and will now appear in your Layout Manger and will be visible and available to everyone who has the ClickDimensions User Role in your CRM.

When you have a layout selected in the middle column it will show you a preview in the third column.

When you've found the layoutyou want, clickOk to loadyour layout into the Email Editor.

Feature Added: Original

Feature Updated: April 2016

ClickDimensions Version Needed: Any

The Campaign Automation builder's Participants tab shows a list of every Lead or Contact who is running through or has run through the Campaign Automation.

Goals

Understand statuses in the Campaign Automation Participants tab

Learn how to interact with participants from within the Participants tab

Participant Tab Statuses

From the Participants tab, you can see the status of the individual within the Campaign Automation. This will list the individual as Running, Paused, Error Recovery, Failed, Completed, or Stopped. Below is a list of what each of these statuses means:

Running

The participant is actively progressing through the Campaign Automation

Paused

The participants progress in the Campaign Automation has been temporarily halted. Setting the status back to Running allows them to continue where they left off.

Error Recovery

The participant ran into an issue thatis preventing them from progressing in the Campaign Automation. While in Error Recovery, we will retry to move the participant forward 3 times.

Failed

The error encountered in Error Recovery was not resolvable, so the participant will not progress further in the Campaign Automation. You can view the error from within the Participants tab of the builder under the Description column.

Completed

The participant successfully reached the end of the Campaign Automation.

Stopped

The Campaign Automation was cancelled for the participant. Resuming will make them restart from the beginning of the Campaign Automation.

If an error is encountered and Error Recovery was not resolvable, you can view the error within the builder's Participants tab, under the Description column by clicking the link to see the error message.

Interacting with Participants

Within the Participants tab, you will have the ability to select one or more participants and affect their progress through the Campaign Automation by pausing them, stopping them, or resuming them. You can only pause or stop a participant whose status is Running, and you can only resume a participant who is Paused. For example, you can select an individual or several individuals that are set as Paused and click Resume.

To Resume All, don't select any individuals and choose Resume All from the dropdown menu to the right of the Resume button.

Feature Added: April 2016

Feature Updated: 8.4.0

ClickDimensions Version Needed:7.0

If your company blocks IP addresses, you will need to permit a couple of IPs to use this feature. Refer to the "Processing of Email Sends" and the "Subscription Management" Services described in our firewall article here.

As of version 9.2, there is an option to switch to a Subscription Management Opt-In method. The current default method is Opt-Out which means when sending an email or a text message we will send to anyone on your list who has not unsubscribed. With the opt-in method we will make sure they have an opt-in as well as no unsubscribes. This method was created to help you be compliant with the General Data Protection Regulation (GDPR) in the European Union.

Goals

Learn how the Opt-In Subscription Management method differs from the default Opt-Out Subscription Management method

Learn how to switch your CRM environment to the Opt-In Subscription Management method

What's Different in the Opt-In Subscription Management Method?

After switching, all emails sent will require you to select if it is transactional or not. Transactional means that it is required to go out to all recipients regardless of their preferences and unsubscribes. Read more about transactional emails and examples of them here. If it is not transactional, you will choose a Subscription List. You are setting what type of email this is. So if you have a Subscription List for newsletters and you are setting up a newsletter email you will select the newsletter Subscription List.

When the emails go out associated to a Subscription List, it will check to make sure the recipients all have an opt-in for that Subscription List (as well as the other steps taken in the opt-out method like checking for unsubscribes, etc.).

When you switch to the Subscription Management Opt-In Method, we will run a process to get you switched to this method. This process includes looking at all of your current Subscription Lists, and creating an opt-in on ClickDimensions' Azure for each email address on that Subscription List at the time you switch. Then we will take all unsubscribes you have and switch any of those opt-ins to opt-outs. This will ensure that we have the current subscriptions for that email address.

NOTE: The Opt-In records mentioned above only exist in Azure; there are not corresponding records created in your CRM environment during this process. Moving forward, submissions of Subscription Management Pages will still create opt-in and opt-out Posted Preference records in addition to recording this information in Azure, but these Posted Preference records exist for record-keeping purposes and do not control whether or not a recipient is opted-into our out of a Subscription List.

Switching to the Subscription Management Opt-In method will also give you access to subscription management for SMS. Currently SMS is only a global opt-in or opt-out. With this switch you can now have Subscription Lists for different content sent via SMS. This also means you must select a Subscription List for every text message you send (there is no transactional option for SMS).

None of your current automated emails or text messages will break when you switch. If you have any automated emails/SMS like Campaign Automation emails, they will continue to go out using the old opt-out method until you update the settings for each.

Switch to the Opt-In Subscription Management Method

To switch to the opt-in subscription management method you must first be on ClickDimensions solution version 9.2. For help on how to update, see here.

Once updated, go to ClickDimensions > ClickDimensions Settings

Then click on Subscription Management Settings.

Here you can see which method you are currently running and you can switch to opt-in if you are not already on it.

Once you click Activate you'll need to just check some boxes saying you understand what the switch means. As well as enter an email address that will receive the notification that the switch process is completed.

Once you've filled that out, press Activate at the bottom and you'll be presented with a screen that says it has started the processs.

An email will be sent to the notification email address you provided when the process is completed and your environment has been transitioned to the Subscription Management Opt-In method.

Can I Revert to the Opt-Out Subscription Management Method?

Although we do not recommend it, it is possible. Once your environment is on the Opt-In Subscription Management method, you can revert to the opt-out method by opening Subscription Management Settings again and clicking Revert to Opt-Out Subscription Management.

Clicking this link will display a pop-up asking you to confirm your decision to revert to opt-out.

If you choose to do so, we will automatically delete any subscription data we have stored for your environment on the cloud. We will also revert all changes made within your environment to accommodate the Opt-In Subscription Management, such as the display of Subscription List and Transactional fields on a number of entities.

Feature Added: 9.2.0 (8.2.2 for CRM 2011)

Feature Updated: 9.2.4 (8.2.3 for CRM 2011)

ClickDimensions Version Needed: 9.2.0 (8.2.2 for CRM 2011)

Want to know what your email will look like in your recipients' inboxes? ClickDimensions' Inbox Preview feature lets you test any email and see what it will look like in a variety of email clients including Outlook, iPhone, iPad, Android, Gmail and more.

NOTE: Each account has a limited number of Inbox Previews available per month depending on their ClickDimensions package. Once you press the Inbox Preview button it will run a test automatically.

NOTE: If you use Internet Explorer, Inbox Preview will work on version9+.

Goals

Learn how to access the Inbox Preview in different Email Template editors

Learn how to use the Inbox Preview to see how a template will render in a number of different email clients and devices.

Where to Find the Inbox Preview

The Inbox Preview is available in all four ClickDimensions Email Editors. To access the feature, click on the Inbox Preview button in the Drag and Drop Editor:

Or in the Free Style Editor:

Or in the Block Editor:

Or in the Custom HTML Editor:

Using the Inbox Preview

Tests can take 1 15 minutes to run depending on the size of your email template. You can click on each preview of how the email displays in a certain email client to display a larger version of the preview.

The SPAM FILTER tab will show spam scores for different spam filters. If you have questions about those rules it is best to search for the rule on the Internet because there are numerous differentrules for each spam filter.

Feature Added: 2012

Feature Updated: 8.12.0

ClickDimensions Version Need: Any

FreeMarker code is a "template engine" designed to generate text output based on templates and changing data. It's meant to prepare the data to display in real programming language.

With ClickDimensions,you can use FreeMarker code when creating email templates to dynamically change to reference the Owner, Lead, Contact, and Account records to whom youre sending the email to. When you add FreeMarker code to an Email Template, you are creating a FreeMarker template; your code specifies how the data will be displayed. When you send the email, FreeMarker grabs the appropriate prepared data from Microsoft Dynamics CRM and displays it as you have it specified.

How can I use FreeMarker with ClickDimensions?

All of ClickDimensions' dynamic content is done with FreeMarker code. You can pull data from a CRM record into an email via personalization menus, dynamic content in links, manually add your own FreeMarker statements, and connections list. You can use if-statements to show or hide content sections based on data in a CRM record.

NOTE: FreeMarker code is considered third-party code that will work with the ClickDimensions solution. ClickDimensions can offer only limited support with FreeMarker-related questions.

FreeMarker and ClickDimensions

Syntax and Interpolations

Personalization Menu

If/Else Statements

Restrictions with FreeMarker

Understanding Basic Render Errors

Common Uses

Extra Resources about FreeMarker

What is FreeMarker?

FreeMarker Manual

FreeMarker Programmer's Guide

Feature Added: Original

Feature Updated: 6.7.0

ClickDimensions Version Need: 6.7.0

Dynamics 365

CRM 2011

ClickDimensions offers three methods for updating the ClickDimensions Solution: Manual, Semi-Automatic, and Automatic.Below are frequently asked questions about using these methods to update the ClickDimensions Solution in your CRM environment. For more information on the actual update process, please click here.

Where do I go to update the Solution?

To access the solution update options, navigate to Settings > ClickDimensions Settings in CRM

Read more about this here

click Auto Update

then you will be presented with the Auto Update menu.

How often are updates made Available?

If you choose the full-automated update option, updates will be deployed as they are released. ClickDimensions releases bigger updates to the CRM solution approximately once a month, and occasionally a smaller bug fix release. The full-automated update does not get deployed immediately after a new solution is available, it will typically run a couple of weeks after a new release.

Is there a way to roll-back an Auto-Update?

The Auto-Update feature uses standard CRM methods to remotely install the latest version of the ClickDimensions solution. You also have the option to download the solution and perform a manual installation. You should make sure you have a good, tested back-up of your CRM database prior to installing or updating any solution, as CRM at this timedoes not provide a way to roll-back a solution update.

What happens if the update does not work?

If the update does not work, you will receive an email with information about the problem that was encountered.

If I choose the "Update Now" option, how long does it take to perform the update?

The update process is handled asynchronously, meaning that it will be queued up for processing, and may take several minutes to a few hours to complete. Factors that can impact the speed of the update process include:the level ofdemand for updatesfrom the ClickDimensions system, the performance of your CRM infrastructure, and internet and network bandwidth and latency.

What about the ClickDimensions workflow rules?

If you choose the semi-automated or fully-automated update options, the update process will re-assign the ClickDimensions workflow rules to the service user so that they can be updated.If you choose to download the solution and manually perform an update by importing it yourself, you must be the owner of the workflow rules prior to importing the solution.

What permissions are needed to perform the auto-update?

If you choose the semi-automated or fully automated options for receiving updates, the ClickDimensions service user must have privileges to install solutions on your CRM. You can grant the service user the System Administrator or System Customizer roles to ensure that these privileges are in place.

How do I tell which user in CRM is the ClickDimensions service user?

Many organizations will set up a dedicated CRM user to act as the service user for integration with ClickDimensions and other external applications. However, it is also possible to use a person's CRM user account as the service user, if that person has sufficient privileges in the system. To check which user is being used as the service account, go to Settings > ClickDimensions Settings > Service Credentials. The username stated there is the Service User.

I did a manual update but received some warning messages. Was my update successful?The warningssaid "The original SDK message processing step has been disabled and replaced with one included in this solution

Yes, if you received no other warnings or errors, then your update was successful. This is a normal warning that indicates that the update process disabled previous SDK steps while replacing them with new ones during the update process.

Will Auto-Update overwrite my customizations?

Yes. Theautomatic and semi-automated methods of updating the ClickDimensions solution use the overwrite option. This is necessary to ensure that all of our new features are enabled when your ClickDimensions solution is updated. If you have made customizations to entities that are included in the ClickDimensions solution, your customizations may be overwritten. We recommend exporting customizations prior to updating to ensure that they are not lost. Read more about this here.

Will Auto-Update be available for CRM 4.0?

No, Auto-Update will not be available for CRM 4.0. Unfortunately remote deployment of solutions is not possible with CRM 4.0.

ClickDimensions offers three methods for updating the ClickDimensions Solution: Manual, Semi-Automatic, and Automatic.Below are frequently asked questions about using these methods to update the ClickDimensions Solution in your CRM environment. For more information on the actual update process, please click here.

How often are updates made available?

If you choose the full-automated update option, updates will be deployed as they are released. ClickDimensions releases bigger updates to the CRM solution approximately once a month, and occasionally a smaller bug fix release.

Is there a way to roll-back an Auto-Update?

The Auto-Update feature uses standard CRM methods to remotely install the latest version of the ClickDimensions solution. You also have the option to download the solution and perform a manual installation. You should make sure you have a good, tested back-up of your CRM database prior to installing or updating any solution, as CRM at this timedoes not provide a way to roll-back a solution update.

What happens if the update does not work?

If the update does not work, you will receive an email with information about the problem that was encountered.

If I choose the "Update Now" option, how long does it take to perform the update?

The update process is handled asynchronously, meaning that it will be queued up for processing, and may take several minutes to a few hours to complete. Factors that can impact the speed of the update process include:the level ofdemand for updatesfrom the ClickDimensions system, the performance of your CRM infrastructure, and internet and network bandwidth and latency.

What about the ClickDimensions workflow rules?

If you choose the semi-automated or fully-automated update options, the update process will re-assign the ClickDimensions workflow rules to the service user so that they can be updated.If you choose to download the solution and manually perform an update by importing it yourself, you must be the owner of the workflow rules prior to importing the solution.

What permissions are needed to perform the auto-update?

If you choose the semi-automated or fully automated options for receiving updates, the ClickDimensions service user must have privileges to install solutions on your CRM. You can grant the service user the System Administrator or System Customizer roles to ensure that these privileges are in place.

How do I tell which user in CRM is the ClickDimensions service user?

Many organizations will set up a dedicated CRM user to act as the service user for integration with ClickDimensions and other external applications. However, it is also possible to use a person's CRM user account as the service user, if that person has sufficient privileges in the system. To check which user is being used as the service account, go to Settings > ClickDimensions Settings > Service Credentials. The username stated there is the Service User. Here's an example:

I did a manual update but received some warning messages. Was my update successful?The warningssaid "The original SDK message processing step has been disabled and replaced with one included in this solution

Yes, if you received no other warnings or errors, then your update was successful. This is a normal warning that indicates that the update process disabled previous SDK steps while replacing them with new ones during the update process.

Will Auto-Update overwrite my customizations?

Yes. Theautomatic and semi-automated methods of updating the ClickDimensions solution use the overwrite option. This is necessary to ensure that all of our new features are enabled when your ClickDimensions solution is updated. However,if you have made customizations to entities that are included in the ClickDimensions solution, your customizations may be overwritten.Also, some system components, such as system views and option sets that are part of the Account, Contact and Lead entity, will be set back to their default state since these entities are included in the ClickDimensions managed solution, and Microsoft does not provide a method to exclude them from the process. .

Will Auto-Update be available for CRM 4.0?

No, Auto-Update will not be available for CRM 4.0. Unfortunately remote deployment of solutions is not possible with CRM 4.0.

If you are writing an email and you want to track a link but don't want to use InboxCast, you can simply add a parameter to the end of the link.The parameter to add is _clde=email.

Here is an example of what your link should look like: http://www.clickdimensions.com/tour/[email protected]

After the recipient clicks your link, all his or her browsing on your site will be tracked; even if they've never previously been to the site. Of course, the email address you include in the link will already need to be in your Microsoft CRM system in any of the three Lead or Contact email fields. This link format works regardless of where it comes from. You could IM the link to the person, embed it in a PDF or other document and it would also work. But, remember, the link is specific to the person whose email is in it.

ClickDimensions includes a handy feature called Event Management that allows a user to create a connection between anEvent Management service, such as GoToWebinar or WebEx, and automatically have records created within CRM to track the creation of events and registrants for said events. This works well if you are hosting events using the aforementioned services, but what if you are hosting a non-webinar, in-person event?You can still automatically create Event Participation records for registrants for your event in this scenario by using ClickDimensions Forms and a Microsoft Dynamics CRM workflow.

NOTE: This article discusses the use of CRM workflows to expand the native functionality of the ClickDimensions solution. Since workflows are native CRM components and not a part of the ClickDimensions solution, they fall beyond the scope of ClickDimensions support. For assistance with workflows, please consult your CRM administrator or partner.

Goals

Learn how to use a CRM workflow to create Event Participation records for people who submit a form.

Set Up the Form

Let's say, for example, that you are hosting a company picnic and you want to easily keep track of who plans on attending within CRM. You can begin by creating a registration form using the ClickDimensions Form Builder, then link it in an email and send it to your colleagues (if you have not previously made a Form using the ClickDimensions Form Builder, you can find instructions for how to do so on our help site here ).

Make sure you map any data that you want to add to the Event Participation record onto your Lead and/or Contact records because ClickDimensions will be populating the Event Participation record with data that was mapped onto the associated Lead or Contact by the form submission.

Set Up the Workflow

Once the Form is created, manually create an Event Record. Then, to keep track of registrants, set up a workflow based upon the Posted Form entity and set it to run when a new record is created.

In the workflow set up the following steps:

Check to see if the Posted Form is a submission of your picnic registration Form,

wait 2 minutes to ensure that the responses in the form submission have time to map to the Lead/Contact record.

To determine if the form was submitted by a Contact, check if the Posted Form's Contact field contains data.

If the Contact Field contains data, use a Create Record step to create an Event Participation for the Contact.

To determine if the form was submitted by a Lead, check if the Posted Form's Lead field contains data.

If the Lead Field contains data, use a Create Record step to create an Event Participation for the Lead.

You can then populate the Event Participation record with any data mapped to the responder's Lead or Contact record on the Event Participation record and associate the record with your Event Record by clicking Set Properties and populating the desired fields.

Activate your workflow, and now whenever somebody signs up for your in-person event using the Form you made with ClickDimensions, an Event Participation record will be generated for that person.

Feature Added:Original

Feature Updated:Original

ClickDimensions Version Need:Any

Exciting things are coming up for ClickDimensions Learning. Were updating your online learning experience in our ClickDimensions Academy!

During November 2019, we will be migrating Academy locations and work to smoothly transition existing users over with record of historical learning activity to follow. We will also have updated interactive content in the new portal for you to look forward to.

Upcoming Change Dates

Date

Action

Thursday November7,2019

Last day for new user creations in the existing Academy

Friday November8,2019

Only existing users (created before this day) can access the existing Academy.

A Waitlist for new user requests will be available here (will replace existing form there).

Friday November15,2019

Existing Academy users will start being invited to access their new Academy. The invite process won't be finished on this date though, so if you don't see your invite yet, please continue to keep an eye out for it.

After existing Academy users have been invited to their new Academy, Waitlist members will also be added to their new Academy portal.

The Waitlist form will remain as the new user access request form.

Wednesday November20,2019

Last day for existing users to complete course certifications in the existing Academy that they would like to transfer over to new Academy portal.(The certification completion transfer will occur in December.)

Friday November22,2019

Also the last day to access the existing Academy; user access will be cutoff at the end of the day (5:00 PM ET).

Moving update! There's been a lot of interest in the new Academy and we appreciate your patience as we continue with the moving process. We did encounter a delay in inviting all of our existing Academy users to the new one, but rest assured we are still working on getting you access if you were an existing user (or if you submitted the waitlist form). Due to the delay, we expect that early December is when all users will have access. Again, thanks for your interest and patience as we continue working through this.

Existing Users

Access to new Academy:

If you're an existing user, you will not need to take any action until an email is sent to you from the new Academy. Once you receive an email and click the invite link, you will be able to confirm your new Academy account by setting a password and then start checking out our new content there.

For this new Academy, Enrollment Keys are not used as those were specific to our retiring Academy.

Course/Certification Progress:

Any course certifications that you want us to transfer to the new Academy should be completed by November 20, 2019. Incomplete courses will not be shown in the new Academy as you will have access to the new content there.

Before we turn off access to the retiring Academy, if you're an existing user in there you will want to soon finish achieving a certification if you want record of it to transfer over to the new Academy. Otherwise, it is probably best to start progressing through content in our new Academy so you are getting credit for it. But also, we are working on updated certifications that the new Academy course content will be used in.

More details on records being transferred to new Academy is here.

New Users

Beginning November 8, 2019 if you are not an Academy user prior to that day, you will not be granted access to the retiring Academy. You will want to request access via our Waitlist and wait until at least Friday November 15th to be invited to the new Academy.

The Waitlist should be used only for new usersthose who have never had access to the existing Academy. So if you have access to the Academy already, you do not need to request to be on the Waitlist.

See login details and a sneak peak of the New Academy here !

FAQs

How can I stay up-to-date on information regarding this change?

Ongoing updates will be shared here.

Who can I speak to if I have questions on this?

If you have any questions, please email [email protected].

Profile Management allows you to put a link to a form in your emails that will pre populate with that Contact or Lead's information. This means you can show them what information you already have and let them update the current information and/or add new information.

NOTE: For the form to prepopulate the form must be accessed via a direct link in an email sent via ClickDimensions; this will not work embedded on another page. This blog post discusses how to prepopulate a form embedded onto another page as an iframe, but since this requires custom code, we cannot provide technical support for this method.

Goals

Learn how to set up Profile Management in the form editor

Learn how to prepopulate a form with a Lead or Contact's existing data

Set Up Profile Management

Start by creating a Form or opening one you've already created (Settings > ClickDimensions > Web Content).

In the Designer of the Form you'll see two buttons Lead Attributes and Contact Attributes:

Click on the one that refers to the type you'll be sending to (or both). You'll be able to add which fields will be on this form or any other form you'll be using Profile Management with.

NOTE: Each individual form does not have different Attributes. No matter which form you open, the Attributes you've added will be the same. Do not change the Attributes for each form, just add any additional fields if you create another Profile Management Form.

NOTE: Look Up fields are not available for prepopulation in Profile Management.

Make sure all fields that you want to update are set to Override in CRM. (Go to the Properties of that field in the Designer).

Now Save your Attributes and Save the Designer.

When you're creating your Email Template, you need to insert the Profile Management link. To do this click on the Hyperlink Manager button.

Then click on the Web Content Tab and choose your Form from the list on the left.

This will produce a list of all Forms you've created. Choose the correct form and a link will be inserted into the email.

Now when you send out the email and someone clicks on the link, their information will already be in the fields if it is in CRM.

NOTE: Profile Management data is not immediately available for a new lead or contact as it can take several minutes for profile data to be available to sync. For example, if you send an auto-response email to a new lead, and the auto-response email contains a profile management link, the lead's profile data will not be pre-populated. Also note that the synchronization of the data occurs at the time an email with a profile management link is sent. This means that no matter how long the lead waits to click the link in the auto-response, the data will not be pre-populated.

When Will My Form Prepopulate?

When you set up Profile Management for a form, we query CRM for the data used to prepopulate the form for each recipient during the initial email sending process. This means that if an email recipient who you already had information for opens the form, it will be prepopulated with the data you had on record for them. However, if a recipient receives the email, submits the form, then opens the form again, the form will not be prepopulated with the information that they submitted after the email was sent to them.

Updating an Email Address via Profile Management

NOTE: The process discussed here utilizes a CRM workflow to extend native ClickDimensions functionality. We cannot provide technical support for CRM functionality, so if you need assistance setting up the workflow, please reach out to your CRM partner or administrator.

If the customer uses a profile management form to update their email address, it will place that new email address in the Email Address 2 or Email Address 3 field (whichever is blank starting with Email Address 2). If you want the customer to be able to change their Email Address and have the new value mapped to Email Address 1 in CRM, create one field on the form that is labelledsomething like "Previous Email Address", set that as an Email-type field, map it to the lead/contact Email Address 1 Field (this field will be autopopulated), and make the field read only. Create a second field on the form that is labelledsomething like "New Email Address", set that as a Text-type field, and map it to the Lead or Contact record. In our example we mapped to Email Address 2. Next, create a workflow like the one shown below.

The workflow checks for a posted field labeled NewEmail Address, waits for 5 minutes to allow the lead or contact record to update, checks whether the form field was filled out by a lead or contact, then replaces the preexisting email address on the corresponding record with the new address in Email Address 2. This will not work onCRM 4.0 because it does not associate posted fields with leads and contacts.

Here's an example of that "swap step" where we update the contact record. In our example, we're mapping the new email to Email Address 2 on the contact. Then we use dynamic content from the right-hand menu to choose the contact's Email Address 2 and to place it into the Email Address 1 field.

This will update the lead/contact record with the new information.

Feature Added:Original

Feature Updated: Original

ClickDimensions Version Needed:Any

Stay up-to-date on new releases by following the Announcements section of our site; it's the official home for new release updates. Just click the follow button there (top right) and we'll send you an email when a new version is release. (The page you're currently on does not send out alerts for new releases.)

Oldest Supported Version: 9.2

Versions

9.21.0 [November 2019] - Release Notes 9.20.0 [October 2019] - Release Notes 9.19.0 [September 2019] - Release Notes 9.18.0 [August 2019] - Release Notes 9.17.0 [July/August 2019] - Release Notes 9.16.0 [July 2019] - Release Notes 9.15.0 [June 2019] - Release Notes 9.14.0 [May 2019] - Release Notes 9.13.2 [April 2019] - Release Notes 9.13 [April 2019] - Release Notes 9.12 [March 2019] - Release Notes 9.11 [February 2019] - Release Notes 9.10 [January 2019] - Release Notes 9.9 [December 2018] - Release Notes 9.8 [November 2018] - Release Notes 9.7 [October 2018] - Release Notes 9.6 [September 2018] - Release Notes 9.5 [August 2018] - Release Notes | Webinar Recording for 9.3-9.5 (sign in to access) 9.4 [July 2018] - Release Notes 9.3 [June 2018] - Release Notes 9.2 [April 2018] GDPR - Release Notes | Webinar Recording 9.1 [March 2018] - Release Notes 9.0 [February 2018] - Release Notes | Webinar Recording (Versions 8.8 - 9.0) (sign in to access) 8.14 [January 2018] - Release Notes 8.13 [December 2017] - Release Notes 8.12 [November 2017] - Release Notes 8.11 [October 2017] - Release Notes 8.10 [September 2017] - Release Notes 8.9 [August 2017] - Release Notes 8.8 [July 2017] - Release Notes 8.7.0 [June 2017] - Release Notes | New Release Email | Webinar Recording 8.6.0 [May 2017] - Release Notes | New Release Email | Webinar Recording 8.5.0 [March/April 2017] - Release Notes | New Release Email | Webinar Recording 8.4.0-8.4.1 [2017] - Release Notes | New Release Email (combined with 8.3) | Webinar Recording 8.3.0 [January 2017] - Release Notes | New Release Email (combined with 8.4) | Webinar Recording 8.2.0 [October 2016] - Release Notes | New Release Email | Webinar Recording 8.1.0 [July 2016] - Release Notes 8.0.0 - 8.0.2 [April 2016] - Release Notes | New Release Email and Video | WebinarRecording 7.0.5 [January 2016] - Release Notes | New Release Email | Overview Video 7.0.0 - 7.0.4 [November 2015] - Release Notes 6.7.0 - 6.7.1 [July 20, 2015] - Release Notes | New Release Email | OverviewVideo 6.6.0 [April 28, 2015] - Release Notes | New Release Email | Overview Video 6.5.0 [January 26, 2015] - Release Notes | New Release Email | Overview Video

*See ClickDimensions support policy.

NOTE: ClickDimensions is only able to generate the most recent available version of the solution file. If you think you will need to install an older version at a later date please be sure to download it while it is available and save it. The last version available for CRM 2011 is 8.2.3.

9.21 - November 2019

Data Center

Instant Update/Cloud

Solution

US Data Center

November 17th, 2019

November 18th, 2019

EU Data Center

November 17th, 2019

November 18th, 2019

CA Data Center

November 18th, 2019

November 19th, 2019

AU Data Center

November 18th, 2019

November 19th, 2019

You can quickly update at any time and there is no additional charge to do so. The last column in the tables below indicate if the item is already available (Instant Update) or if you must update your solution file to get the update (Solution Update Required).

New Features

Feature

Description

Update Type

Campaign Automation

Update Field action will allow users to automatically update CRM fields in the Contact or Lead entities, directly from Campaign Automation

Motivation: Allow users to support additional business use cases with campaign automation

Instant Update

Improvements

Feature

Description

Update Type

Emails

Now you can create an email send from an existing email template with a click of a button.

Motivation: Improved user experience

Solution Update Required

Marketing Calendar

We've added visibility into marketing automation entities on the marketing calendar: Email Sends & SMS.

Solution Update Required

Defect Fixes

Defect#

Feature

Description

Update Type

153084

Campaign Automation

Campaign automation > canvas stuck in loading for more then 2 min when trying to publish

Instant Update

122369

Forms

Posted Form Report Export Only Presents English Web Analytics Data

Instant Update

134583

Forms

Gravity Forms: Comma Appended to Mapped Data If Page Contains Multiple Instances of the same Gravity Form

Instant Update

111101

Import

Import Tool Updates Lead/Contact Activity Owner When Value Should Not Change

Instant Update

152214

Email

New D&D Editor - Unable to enter HEX value in color picker

Instant Update

146619

Email

External Anchor Links In Emails Do Not Load Page At Correct Location

Instant Update

152182

Email

New D&D Editor Heading Font Color Does Not Change

Instant Update

135127

Connectors

Total Payment field on Event Participation record created via Eventbrite Connector contains single unit price

Instant Update

138459

Connectors

French language: "Statut" field values are wrong on Event records generated by Cvent and Eventbrite

Solution Update Required

150867

Connectors

Past GoToWebinar Events changing to Inactive/Inactive status, instead of Active/Past

Instant Update

ClickDimensions Core Changes

No changes.

ClickDimensions User Changes

No changes.

ClickDimensions Service Changes

No changes.

ClickDimensions Lock Blocks Changes

No changes.

IP Address Additions

Here is the current list of IP Addresses you may need to unblock to allow ClickDimensions to work.

No new IP addresses were added with this release. However, there have been several new ones in the recent past and we suggest taking a look at the article linked above to make sure you have allowed those new IP addresses.

Plugin Changes

No plugin changes

A CNAME is an entry within your domain's DNS host. You may already use CNAMEs to brand your links in ClickDimensions emails, or brand web content links. A separate CNAME is required in order to use ClickDimensions Social Marketing feature.

Social CNAME in Your DNS Host

The CNAME for ClickDimensions Social Marketing must point to okt.towithin your DNS host. An example of what the CNAME might look like for this feature is: social.mycompanydomain.com.You must enter your CNAME within your DNS host beforecontinuing the setup steps below.

Social CNAME Domain

Next, you need to add that Social CNAME as a Domain in your CRM. Go to Settings > Domains and add a new Domain record. This record should have your Social CNAME saved in the Domain field as shown below.

After creating this Domain record, you will need to wait around 2-3 hours before using it in a Social Post. However, you may continue the rest of the setup steps shown below.

Social CNAME in CRM

Once you have entered your CNAME into your DNS host, you are ready to proceed within Dynamics. Navigate to Settings > ClickDimensions Settings and click DNS Settings.

The DNS Settings window will open and this is what you will see:

Enter in the CNAME you used within your DNS host for social posting within the Social Post CNAME field.

The URL that you will be using for this Social Post CNAME will be used for when people click on the social post. It is designed so that when a person clicks on the social post link, the person will be redirected to that URL. Parameters will be automatically added to the URL redirect for precision tracking. This data will then be pushed into your Dynamics environment for analytics and reporting purposes.

Remember to wait at least 2-3 hours before sending anything with the new CNAME you have just updated. This will allow enough time to make sure all links work properly.

Feature Added: 8.8

Feature Updated: 9.18

ClickDimensions Version Need: 8.0

NOTE: This article pertains to On-Premise environments.

When registering for the ClickDimensions solution, you may see one of the following error messages: "Metadata contains a reference that cannot be resolved: 'https:///2011/XrmServices/Organization.svc'"

"Failed to connect to MS CRM. Please check your input and try again. Error: Data[0] = "The provided uri did not return any Service Endpoints! {0}" Data[1] = "")

This is due to a misconfiguration ofyour CRM's IFD (Internet-Facing Deployment) or external connectivity for your CRM. When registering for ClickDimensions, our system performs a connectivity check to ensure that it can communicate with your CRM. It is always recommended to try attempting to access and login from outside of your internal network to help confirm if this is an issue with the IFD setup or the external connectivity of your CRM environment.

There are two common causes for these errors:

Multiple bindings on the CRM website, such as both an HTTP (port 80) binding, and a HTTPS (port 443) binding. In Microsoft Dynamics CRM 2011 and later versions, Microsoft only supports a single binding for the HTTP protocol. According to Microsoft : The Web site should have a single binding. Multiple IIS bindings, such as a Web site with an HTTPS and an HTTP binding or two HTTPS or two HTTP bindings, are not supported for running Microsoft Dynamics CRM. To resolve this, you must remove the extra binding(s). On the CRM web server, open IIS and select the CRM website. Click on the "Bindings" link on the right to edit the bindings. If you plan on using HTTPS for connectivity to your CRM, and there is also an HTTP binding, remove the HTTP binding.

The other common cause is having an incorrect value set for CRM's Organization Web Service in the CRM Deployment Manager. (You can quickly tell if this is the case by looking at the URL returned in the error message. If the CRM server is not an externally-resolvableaddress, and shows just the name of your CRM server, for example, this indicates an incorrect value for the Organization web service address.) To correct this, log ontothe CRM server as a Deployment Administrator and open the CRM Deployment Manager. (Note: A "Deployment Administrator" is not the same thing as a user with the System Administrator role.) In the Deployment Manager, right-click "Microsoft Dynamics CRM" and click on Properties. In the dialog that opens, click the Web Address tab. Verify that the value in the Organization WebService address is one that will be externally resolvable, such as mydomain.com, or crm.mydomain.com, or mydomain.com:444. (It should not contain the internal server name of your CRM server.)

NOTE: Self-signed certificates are not supported. HTTPS connections must be made with certificates issued by a Trusted Certificate Authority.

To send an email, it is good to start with creating an Email Template. This allows you to use this content again later, or make a clone and change some of the content for a new email. From a ClickDimensions perspective, an Email Template is just a record containing the content that you will send out to your recipients. This can be just a basic structural template where you add content later, or it can be an entirely complete email with all of the content already in place.

Dynamics 365

CRM 2011

Step 1: Create a New Email Template

Go To Marketing > Email Marketing > Email Templates.

Custom HTML

ClickNew.

This will open a newTemplate record.

Step 2: Fill required fields and save

Name (Required): This is the name that you will see in your list of Email Templates within CRM. Your recipients will not see this.

Subject (Required): This is the subject of the email. Your recipients will see this as the subject when they receive your email. You will be able to change this when create the Email Send record.

Tags: This is for your internal organizational use. For example we'd type "Newsletter" if this were a newsletter. It's something you can make searchable for yourself.

Preheader: This is not a required field, but this will populate the third line of text when looking at a message in the inbox's list. This field can be filled out within an Email Template record, or within an Email Send record.

Editor Type (Required):

There are four types of editors: Block Editor, Free Style, Custom HTML, and Drag and Drop.

The Drag and Drop editor allows you to create email templates easily through dragging different types of content into different sections of the editor and editing the style and content of each cell and the entire email.

The Block Editor allows you toeasily create your templates by customizing a built-in layout with a What You See is What You Get Editor.

The Free Style Editor is alittle more advanced and allows use of HTML with a What You See is What You Get Editor. If you already have email layoutsdesigned, you will want to choose Free Style and upload your layout.

Custom HTML has very few buttons and is strictly HTML; there is no Design type of view. Use Custom HTML if you have created the template outside of ClickDimensions and don't want to make any changes or additions, or if you know HTML well enough.

The Quick Send Settings section is available if you want to make this Template an option to send via the Quick Send feature. Read this article for more information on this.

Choose Save when you've filled out this information.

Step 3: Open the editor

The HTML Version Section will be blank for now. Click Open Editor to get started designing or Refresh to update the preview below.

When you click Open Editor or Full Screen (at the top of the record), you will be able to design your template.

Here is what you'll see depending on the editor you chose:

Drag and Drop Editor ( learn more here ):

Block Editor (learn more here ):

Free Style Editor (learn more here ):

Custom HTML (learn more here ):

Be sure to Save your changes in an Email Template as you build it!

Additional Steps

Text Version

It's also important to create a Text Version of your Email Template to improve deliver-ability. This article gives you more information on how to create a Text Version.

Cloning

If you want toduplicateyour template, press the Clone button to make an exact copy of the entire Email Template including HTML Version and Text Version. Then save it as a different name and edit it while still keeping youroriginal. More information on cloning an email template can be found here.

Associated Email Sends

Below the Text Version window on the Email Template record you will find a list of all Email Sends (drafts, sent, or otherwise), which use this particular Email Template. Click here to learn about Email Sends.

Create an Email

If you want to create an Email directly from the Email Template record, you can do using the Add to Email Send button in the toolbar.

Once you click on it, you will be taken to a new Email record where you can finish filling out the required fields, such as From Name and From Email. (The Email will pre-fill the Owner, Email Template, Subject, and Editor Type fields so you don't have to fill those out manually.)

Now you're ready to edit your template in the Drag and Drop, Block, Free Style, and Custom HTML editors.

Step 1: Create a New Email Template

Go To Marketing > Email Marketing > Email Templates.

Choose New.

This will open a newTemplate record.

Step 2: Fill required fields and save

Name (Required): This is the name that you will see in your list of Email Templates within CRM. Your recipients will not see this.

Subject (Required): This is the subject of the email. Your recipients will see this as the subject when they receive your email. You will be able to change this when create the Email Send record.

Tags: This is for your internal organizational use. For example we'd type 'Newsletter' if this were a newsletter. It's something you can make searchable for yourself.

Preheader: This is not a required field, but this will populate the third line of text when looking at a message in the inbox's list. This field can be filled out within an Email Template record, or within an Email Send record.

Editor Type (Required):

There are four types of editors: Block Editor, Free Style, Custom HTML, and Drag and Drop.

The Drag and Drop editor allows you to create email templates easily through dragging different types of content into different sections of the editor and editing the style and content of each cell and the entire email.

The Block Editor allows you toeasily create your templates by customizing a built-in layout with a What You See is What You Get Editor.

The Free Style Editor is alittle more advanced and allows use of HTML with a What You See is What You Get Editor. If you already have email layoutsdesigned, you will want to choose Free Style and upload your layout.

Custom HTML has very few buttons and is strictly HTML; there is no Design type of view. Use Custom HTML if you have created the template outside of ClickDimensions and don't want to make any changes or additions, or if you know HTML well enough.

The Quick Send Settings section is available if you want to make this Template an option to send via the Quick Send feature. Read this article for more information on this. Choose Save when you've filled out this information.

Step 3: Open the editor

The HTML Version Section will be blank for now. Click Open Editor to get started designing or Refresh to update the preview below.

When you click Open Editor or Full Screen (at the top of the record), you will be able to design your template.

Here is what you'll see depending on the editor you chose:

Drag and Drop Editor ( learn more here ):

Block Editor (learn more here ):

Free Style Editor (learn more here ):

Custom HTML (learn more here ):

When you add or edit anything in the editor you must push the Save button in the editor.

Drag and Drop Editor

Block Editor

Free Style Editor

Custom HTML Editor

Additional Steps

Text Version

It's also important to create a Text Version of your Email Template to improve deliver-ability. This article gives you more information on how to create a Text Version.

Cloning

If you want toduplicateyour template, press the Clone button to make an exact copy of the entire Email Template including HTML Version and Text Version. Then save it as a different name and edit it while still keeping youroriginal. More information on cloning an email template can be found here.

Now you're ready to edit your template in the Drag and Drop, Block, Free Style, and editors.

Feature Added:Original

Feature Updated: 9.21.0

ClickDimensions Version Needed:8.10.0

The Marketing Calendar allows you to view your Campaigns (CRM), Email, Campaign Automations, Bulk Text Messages, Events, or Social Posts by their associated dates. You can see the items sorted by two main optionsthe calendar dates and the filters.

Calendar Dates

The Calendar itself allows for you to view one month, one week, or one day at a time.Any items with dates that fall in the range you are viewing will display unless you have selected a filter that excludes it.

The dates are determined by the date set on the record itself, not the date the record was created. For example, if you schedule a Social Post, the scheduled date on that post is when the post will display on your calendar.

Campaign Automations are the only exception to this rule as their creation date will be used as the "starting date" on the calendar.

Entities and Owners Filters

The Filters use Entities (item type) and CRM Owner. You can select one or more Entities and one or all CRM Users to filter the items.

Check or uncheck the Entities as needed. Any unchecked Entities will not display on your calendar so you can see only those you wish to.

For the CRM Owner dropdown, you can select a specific user to see the calendar items owned by them. If you would prefer to see items owned by any user, click on the X in the CRM Owner dropdown to clear out your current selected user.

Keep in mind that some Entities, like Events created by a connector, will have the Service User listed as the Owner. So if you do not see an item you expect to, it could be that the User on the record is the Service User.

FAQs

Can I save my filter settings in the calendar?

No. When you leave the Marketing Calendar or refresh your browser, the filters and settings will go back to the default and you'll need to reset any filters you want to see.

Feature Added: 9.20.0

Feature Updated: 9.21.0

The Update Field action in a Campaign Automation is designed to allow you to update a text field on the lead or contact record of a participant.

Add the Action

Place this action in your Campaign Automation builder and connect it to the appropriate actions/triggers there.

Set up the Action

Once you have the action in the correct place in your Campaign Automation, set it up so that it updates the correct field in your CRM.

Display Name

The name that this action has in this Campaign Automation. If you need to update fields on both leads and contacts, you may find it helpful to include lead or contact in the name to help you know which entity is being updated.

Select Participant Type

This controls which entity will be updated. If your participant is a contact but this action is set to lead, then the participant will continue through the action without their contact record being updated. A lead participant, however, would have their lead record updated.

Select Field

The entity you choose (lead or contact) for the Select Participant Type field will determine which fields are available to be updated. You can update any text field (including custom text fields) on the lead or contact entity. Just select which entity and you will see the corresponding fields available to choose from.

New Value

Since you are updating a text field, you can simply type in the value that the field should be updated with.

Updating both Contacts and Leads

If your participants could be either contacts or leads and you need to update a text field on their record, regardless of the entity, you can do so by placing two Update Field actions in sequence.

Each action will look at the participant and whichever entity the participant's record is, the corresponding action will update the field.

Feature Added: 9.21.0

Feature Updated: 9.21.0

ClickDimensions Version Needed:7.0

Table of Contents

Bounce Logic

Soft Bounces

Hard Bounces

Spam Complaints

Bounce Events

Bounce Codes

FAQs

In email marketing, the termbounce is used for any email which returns an error because the email did not make it to the recipient. Subsequently, the terms hard bounce and soft bounce are commonly used and it is generally accepted that a hard bounce represents a permanent failure, whereas a soft bounce shows a failure that could be temporary.

As a result, it makes sense to immediately remove all hard bounce email addresses from your mailing lists and monitor the soft bounce addresses to remove them if the soft bounces continue. ClickDimensions does this automatically through a feature we call Service Protection.

Service Protection Bounce Logic

Bounces, both soft and hard, can negatively impact your sending reputation. While bounces are a part of email marketing, you still want to keep them under 5%. Sustained high bounce rates are indicative of an authentication or list quality issue that needs to be addressed. As a sender, if you have a high bounce rate or continue to send to email addresses that bounced previously, your sending reputation lowers. ClickDimensions uses Service Protection to exclude invalid email addresses from future email sends and protect your sending reputation.

We do not automatically remove bounced recipients from user's marketing lists. We do exclude any listed recipients from being sent to if previous attempts to email them resulted in one of the following.

1 Hard Bounce

4 Soft Bounces in a 90-day period

NOTE: Most emails will have a delivery or bounce status immediately after the send completes. Some soft bounces will take up to 72 hours to resolve, so if an email has a transient soft bounce, ClickDimensions will retry the email at a regular cadence for up to 72 hours. If the email doesnt successfully deliver after 72 hours, it will have a soft bounce status. You may see the delivery and bounce metrics change up to 3 days after the send.

Bounce Categories

Soft Bounces

Soft Bounces are considered the result of a temporary or fixable issue. Although it can be indicative of an issue that will turn permanent which is why if an email continues to soft bounce we will exclude it. Soft Bounces will use an SMTP Code that starts with 4 (SMTP;4xx).

Common reasons why an email will Soft Bounce

Bounce Category

Definition

Email Event Bounce Type

Inactive Account

Email address is temporarily disabled or unavailable

Soft Bounce

Mailbox Full

Recipients mailbox has exceeded the storage allocation

Soft Bounce

Administrative Mail Block

Recipient has set up a rule to not accept email from a particular sender

Soft Bounce

Content Mail Block

Recipient has identified your email as likely spam due to content

Soft Bounce

Policy Mail Block

Recipient is blocking mail because of an authentication failure

Soft Bounce

IP or Domain Blacklisting

The sending IP or domain is temporarily blacklisted

Soft Bounce

Invalid Email Syntax

Recipient email address has improper syntax

Soft Bounce

Domain Suppression

Domain is on our suppression list of commonly misspelled domains

Soft Bounce

Timeout

Email job has exceeded the 24 hour time limit to be processed

Soft Bounce

Generic Bounce

Can be a number of issues including authentication issues, email content, too many hops, temporary technical issue on recipient side

Soft Bounce

Undetermined

Can be a number of issues including message too large, hop count exceeded, inactive account, etc.

Soft Bounce

Hard bounces

Hard Bounces are considered permanent failures and usually the cause of an invalid recipient email address. Hard Bounces will use an SMTP Code that starts with 5 (SMTP;5xx).

Common reasons why an email will Hard Bounce

Bounce Category

Definition

Email Event Bounce Type

Invalid Recipient

Recipient email address is invalid; Usually domain exists but there is not an account for that recipient

Invalid Recipient

DNS Failure

Domain used in recipient email address either doesnt exist or does not have MX records

DNS Failure

Spam Complaints

Spam Complaints are not technically bouncessince the email is being deliveredbut they are handled similar to a bounce event. When a recipient marks an email as spam and the email provider has a feedback loop available, we will take the spam complaint response and exclude the email address from future sends.

Bounce Category

Definition

Email Event Bounce Type

Spam Complaint

Recipient marks email as spam

Spam Content

Bounce Events

When looking at bounce Email Events via Advanced Find or in the individual Email Event records, the only Bounce Types that will be displayed are Soft Bounce, Invalid Recipient, DNS Failure, and Spam Content. While there are many reasons why an email may Soft Bounce, they will all be displayed under the Soft Bounce Email Event Type. Youll need to look at the Email Event Message for more information.

Barracuda SMTP Error Codes

If a recipient becomes excluded due to bounces, this blog post provides several methods to quickly determine which recipients were blocked due to soft bounces vs hard bounces.

SMTP Codes and Bounce Messages

While the general rule is that Soft Bounces are temporary issues and start with a SMTP code of 4.x.x and that Hard Bounces are permanent and start with a SMTP code of 5.x.x, the reality is that every mail server is configured differently and there are no hard rules. We have seen invalid email addresses come back with a soft bounce SMTP category and temporary issues returned with a hard bounce SMTP category. Two different email servers will often use the same code and category in completely different ways. However, we do our best to filter the responses based on category and message.

FAQs

I see some Soft Bounces thatdon'thave a messageis that an error?

No, there are some bounces in the Generic Bounce and Undetermined category thatdon'tinclude a message. The messages sent back are configured by the individual email servers and they may choose to not send a message back with the bounce. Because ClickDimensions receives bounce information from the receiving mail server and syncs it to an Email Event, if no bounce message was included then we do not have a message to display.

We have a recipient address that was blocked due to soft bounces but weve been able to resolve the issue causing the bounce. Can we unblock the email address?

Yes. If you are on version 8.10+ of ClickDimensions, you have the ability to unblock individual email addresses.

I have recipients that have both a bounce and a deliver event. What is happening?

Some email servers will initially accept an email (send back a delivery acknowledgement) then later bounce the email back (send a bounce message) perhaps because the domain is correct, but the individual account does not exist. ClickDimensions will intake all server responses and sync those to CRM as email events.

What is considered a normal bounce rate?

The ideal bounce rate is under 5%. Anything over 10% would be considered a red flag and need to be investigated.

We have bounces that say, hop count exceeded, what does that mean?

Sometimes youll see bounces that look like this . . .

smtp;554 5.4.14 Hop count exceeded - possible mail loop

Every time an email is passes between servers a hop is recorded in the headers. Typically, there are 24 hops before an email reaches its destination. If the receiving email server is configured incorrectly where the email is passed to too many servers or it gets into an endless loop, the server will bounce it back. This is an issue with the receiving email server.

What does it mean when an email is rejected due to a DMARC policy?

If your sending domain is configured with DMARC, youll need to customize your ClickDimensions email account. See our help article about Using DMARC with ClickDimensions Email.

Are there any resources to research the meaning of bounces codes and messages?

Yes. Below are some helpful bounce code reference sites.

betterbounces.net

Email Non-Delivery Reports for Microsoft Exchange Online

AOL, Yahoo, Verizon Bounce Codes

Google/Gmail Bounce Codes

Mimecast SMTP Error Codes

Table of Contents

Events

Event Participations

Manual Events

ClickDimensions provides a series of connectors that integrate with event management services, such as GoToWebinar and Eventbrite. These connectors can create Event records in your CRM that representto the events created in your event management service.

Dynamics 365

CRM 2011

Events

Once everything is set up, you'll be able to see the results listed as Events. Event records can be viewed by going to ClickDimensions > EventManagement> Events.

Event records

All the webinars and eventsthat you create will be shown here. These events are created within the service you are working with (i.e. Eventbrite, GoToWebinar, etc.), then the Event records are created within CRM via the connector that ClickDimensions offers that correlates with the event service you are working with. You can also create standalone Event records of your own (without a connector) by clicking +New.

NOTE: With GoToWebinar it is possible to schedule a series of webinars that are all under one registration. For example, the ClickDimensions Academy course CD 201 takes place on 5 days. ClickDimensions will automatically recognize this and show the individual days' webinars under the main "Event" record after the individual webinars end. New registrations will be synchronized and displayed under the main Event record, and after each individual session is completed, attendance will be updated under the individual sub-event.

There are three Event recordviews, Active, Canceled, and PastEvents.

The Active view shows a list of upcoming events, the Canceled view shows a list of events that were canceled, and the Past view shows a list of events that have already occurred.

You can open any of these records for more details. This is an example of an Active Event record.

The fields included on the Event record will vary depending on which data is synced back to us by the event connector was used to generate the record. For example, GoToWebinar Event records include fields for statistics such as the average attentiveness of attendees and the number of questions asked, and Eventbrite Event records include fields for data such asthe venue address and capacity.

Event Participations

In this open record, you can also click Event Participationsfrom the related menu to show the individual people who signed up for this webinar or event and whether they were approved and attended, etc. (These screenshots are for Active Event records, so no one has attended because the webinar has not started yet!)

You can double-click to open any of these records to find more information:

Like the Event records, the fields included on the Event Participation record will vary depending upon which connector was used to generate them. The data that is included on the Event Participation record also depends on what data you request from participants in the registration form within your event management service. If the participant does not submit certain data on that form, it will not be included on the Event Participation that is generated in CRM either.

To see all Event Participations records generated for every webinar and event, you can go back to your main CRM and navigate to ClickDimensions> Event Participations. This will show you every instance of any one who has signed up.

You can also access Event Participations from a lead or contact's related menu to see a list of every event that they have registered for.

Events

Once everything is set up, you'll be able to see the results listed as Events. Event records can be viewed by going to Marketing > EventManagement> Events.

All thewebinars and eventsthat you create will be shown here.

NOTE: With GoToWebinar it is possible to schedule a series of webinars that are all under one registration. For example, the ClickDimensions Academy course CD 201 takes place on 5 days. ClickDimensions will automatically recognize this and show the individual days' webinars under the main "Event" record after the individual webinars end. New registrations will be synchronized and displayed under the main Event record, and after each individual session is completed, attendance will be updated under the individual sub-event.

There are twoEventrecordviews, Active (upcoming) and Past (finished) events. You can open any of these records for more details. This is an example of an Active Event record.

For GoToWebinar events, it includes how many people clicked on the registration link, how many actually registered, the 'average interest level', and more. In this open record, you can also clickEvent Participationson the left to show the individual people who signed up for this webinar or event and whether they were approved and attended, etc. (These screenshots are for Active Event records, so no one has attended because the webinar has not started yet!)

Event Participations

You can double-click to open any of these records to find more information:

To see allEvent Participationsrecords generated for every webinar and event, you can go back to your main CRM and navigate toMarketing > Event Management> Event Participations. This will show you every instance of any one who has signed up.

NOTE:Once recorded, Events and Event Participationsmay take several minutes to sync back to your CRM depending on a number of factors, such as volume and available system resources in your CRM.

Manual Event Records

can be created manually if you choose not to use any of the Connectors. To do so, go to CRM Marketing > Events > click +New and fill in the required fields. Click Save.

Manually-created records will not receive any data synced from ClickDimensions connectorsthis would be a standalone Event or Event Participation record.

here

The Send Email action is used in campaign automations to senda ClickDimensions email to an individual lead or contact that is in a campaign automation. Actions can be placed directly on the Campaign Automation canvas or withina series. To learn more about series and actions, read this article.

NOTE:The Send Email Action will check the values of the recipient's Do Not Allow Bulk Email field Do Not Allow Email field and will not send to them if the value of eitherfield is set to Do Not Allow. It will also check to see if the recipient has a global unsubscribe record and will also not send to them in this case.

Goals

Learn how to add a Send Email Action to a Campaign Automation

Learn how to set up a Send Email Action's properties

Add the Action to a Campaign Automation

To add a Send Email Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

The properties for the Send Email action are very similar to an Email Send. Here are the fields to enter:

Display Name(required): The display name is entered by default, howeverwhen you add the email template you want to send, the display name will automatically change to the name of the email template selected. You can also change the display name to anything you like.

Select Email Template (required): Use the lookup field to select an existingemail template you want to send. For help on how to create an email template, start with this article.

Subject(required): This is the subject of your email. This field is populated automatically once you select the email template. You can also change it manually.

Preheader: This is the piece of text that appears under the subject line in your recipient's inbox preview. To learn more about the preheader, read this article. If the selected email template has a preheader, the preheader will automatically populate once the email template is selected.

Transactional: Denote whether this email is a transactional email or not. Transactional means it is a non-marketing email that sends regardless of preferences; for more information see here. Non-transactional emails require a Subscription List to be specified and an opt-out method provided within the email content.

Subscription List:This field is used to specify the Subscription List that this particular email will be related to. Subscription Lists help manage opt-ins and opt-outs, so selecting the appropriate Subscription List will ensure that only your recipients who opted-in to this subscription list will receive the message.

NOTE: The Transactional and Subscription List fields will only be present if you are utilizing the ClickDimensions Opt-In Subscription Management style instead of the default Opt-Out style.

NOTE: If you are utilizing the ClickDimensions Opt-Out Subscription Management style, the Send Email Action will not reference any preexisting Subscription List preferences because the email is being sent as a one-off email rather than being sent to a Marketing List associated with a Subscription List.

From Record Owner: Check this box if you want the email's From Name and From Email Address to dynamically populate based on the owner of the contact/lead that receives the email.

From User: Use the lookup field to select a Microsoft CRM user.When you select a user, the From Name and From Email Address fields will automatically populate with the user's name and email address.

From Name(required):This is who your recipient will see as the sender of the email.You may enter a FreeMarker interpolation in this field, if desired.

From Email Address(required): This is the email address that will be listed as the sender's email address. You may enter a FreeMarker interpolation in this field, if desired.

Reply To Email: If you don't wantreplies to your email to go to the From Email Address, you can enter an alternate email address here. You may enter a FreeMarker interpolation in this field, if desired.

Suppressed Marketing List: Specify a Marketing List of Leads or Contacts who should NOT receive this email.

Email CNAME:A CNAME is a way you can brand certain links when using ClickDimensions. If you require multiple email link brandings, you may choose to set up multiple email CNAMEs. Learn more about setting up multiple email CNAMEs .

NOTE: If you select an alternate Email CNAME that is later deleted from your CRM, ClickDimensions will revert to using the default Email CNAME listed in your DNS Settings of your ClickDimensions Settings for the Email Sends created by this step in your Campaign Automation.

Email Address Field: You can choose which Email Address field on the Lead or Contact record you'd like to send the Email Send to. By default, the Email Send will be sent to the Email Address 1 field on the Lead or Contact record, but you can change this to Email Address 2 or Email Address 3 if you would like.

Campaign: You can associate the Send Email action to a CRM Campaign. This means that all sent email records created from this action will appear under that CRM Campaign. If your campaign automation is associated with a CRM campaign record, this field willbe populated automatically with the preselected campaign.

NOTE: If you select a CRM Campaign for this step in your Campaign Automation and the CRM Campaign record is deleted from CRM at a later time, this field will become blank.

Note: A note is an optional field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated: 9.2.0 (8.2.2 for CRM 2011)

ClickDimensions Version Needed:7.0

The Add to List action is used in Campaign Automations to add a participant (Lead or Contact) to a static-type marketing list. Actions can be added to the canvas individually, or they can be included within Series blocks. To learn more about Series and Actions, read this article.

Goals

Learn how to add an Add to List Action to a Campaign Automation

Learn how to set up an Add to List Action's properties

Add the Action to a Campaign Automation

To add an Add to List Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name to anything you like.

Add participant to the following list (required): Use the lookup field to select the list you want to add the lead/contactto.

NOTE:Please keep in mind that if you are going to have both lead and contact entity records running through the same campaign automation and want to add these leads and contacts to a marketing list, you will need to include two separate Add to List actions. In one action, select a static-type marketing list for leads, and in the other action select a static-type marketing list for contacts.

Note: A note is an optional field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Remove from List Action is used in Campaign Automations to remove a Lead or Contact in the automation from a static-type marketing list. Actions can be added to the canvas individually, or they can be included within Series. To learn more about series andactions, read this article.

NOTE: Removing the participant from the marketing list they may have been originally added to as a starting trigger for the campaign automation does not remove them from the campaign automation. If you wish to remove the participant from the campaign automation, they will either need to be manually removed or end the campaign automation.

Goals

Learn how to add a Remove from List Action to a Campaign Automation

Learn how to set up a Remove from List Action's properties

Add the Action to a Campaign Automation

To add a Remove from List Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name (required): The display name is entered by default, however you can change the display name to anything you like.

Remove participant from the following list(required):Use the lookup field to select the list you want to remove the lead/contact from.

NOTE: Please keep in mind that if you are going to have leads and contacts in the same automation and want to remove leads and contacts from a marketing list, you will need to add two separate Remove From List actions. In one action, select a list for leads, and select a list for contacts in the other Remove From List action.

Note: A note is an optional field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Assign Owneraction is used in Campaign Automations to assign a Lead or Contact record toa CRM User or Team once they reach this action within the Campaign Automation. Actions can be added to the canvas individually, or they can be included within Series. To learn more about series and actions, read this article.

Goals

Learn how to add an Assign Owner Action to a Campaign Automation

Learn how to set up an Assign Owner Action's properties

Add the Action to a Campaign Automation

To add an Assign Owner Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name to anything you like. Once you select a user, the display name will update tothe name of the user selected.

Assign participant to the following owner(required): Use the lookup field to select the User or Team to whom you want to assign the lead or contact.

Note: A note is an option field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated:8.7

ClickDimensions Version Needed:7.0

The Notify User action is used in Campaign Automations to notify CRM Users when a Lead or Contact reaches that point in the automation.You can send a notification containinga custom message, and if the Notify User action follows a Submitted Form trigger, the notification will include the information submitted in the form. All notifications contain a link to the Lead or Contact record it is regarding. Actions can be added to the canvas individually, or they can be included within Series. To learn more about series and actions, read this article.

Goals

Learn how to add a Notify User Action to a Campaign Automation

Learn how to set up a Notify User Action's properties

Add the Action to a Campaign Automation

To add a Notify User Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name to anything you like.

Send Email To(required): Use the lookup to select one or more users to send the notification email to.

Additional Email Addresses: Enter one or multipleemail addressesthatarenot listed asusers in your CRM. Make sure to separate multiple email addresses using a comma.

Notify Participant's Owner: Check this box if you want to send the notification to the participant's owner.

Message Subject(required): This will be the subject line of the notification email.

Message Content(required): This will be the content of the notification email. If no content is entered, the email will just contain the name of the lead or contact. If this action follows aSubmitted Formtrigger, it will also automaticallycontain theinformation submitted.

Note: A note is an optionalfield for any details that need to be written about the action.

The notification email sent from this action will look like this:

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Create Task Activity Action is used in Campaign Automations to create a task in the Activities area of CRM. The task created will be regarding the Lead or Contact in the CampaignAutomation. Actions can be added to the canvas individually, or they can be included within Series. To learn more about series and actions, read this article.

Goals

Learn how to add a Create Task Activity Action to a Campaign Automation

Learn how to set up a Create Task Activity Action's properties

Add the Action to a Campaign Automation

To add a Create Task Activity Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, howeveryou can change this to anything you like.

Assign to Participant's Owner: Check this box if you want to assign the task Activity record to theuser who owns the lead or contact record of the participant.

Assign to the following user: Use the lookup field to select a user to assign to the task Activity record.

Subject(required): This is the subject of the task.

Description: This is the description of the task.

Priority: Select which priority suits this task. You can choose from high, normal, and low. High is automatically selected.

Due: There are two options for the Due field, "On..." and "In ___ after activity is created".

On:Use "On" when you want to select a specific date for the due date. When you select "On", a date and time field will appear beneath it. Use these fields to enter the date and time for the task's due date.

In ___ after activity is created: Use this option when you wantthe task to be due in a certain time frame once the participant reaches this action in the Campaign Automation. For example, sayyouenter 2 weeks. When a participant reaches the action in the Campaign Automation, the task will be created an due in 2 weeks. You will also need to specify a time of the day for the task to be due. The default value is 8:00 AM.

To make sure that you set up the due date correctly, read the description under the settings.

Time Zone: This is the time zone for the due date time.

Duration: Enter how long you think the task will take to complete.

Note: a note is an optional field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Workflow Action is used in Campaign Automations to run a CRM workflow on a Lead or Contact within the Campaign Automation. Actions can be added to the canvas individually, or they can be included within Series. To learn more about Series and Actions, read this article.

Goals

Learn how to add a Workflow Action to a Campaign Automation

Learn how to set up a Workflow Action's properties

Add the Action to a Campaign Automation

To add a Workflow Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the name to anything you like.

Select Workflow(required): Use the lookup field to select the workflow you want to run on the Lead or Contact. The workflowselected has to be the following:

Active: You will not be able to select a workflow thatis not running.

On Demand: The workflow must be set to run "on demand"

Run On Lead / Contact:If your Campaign Automationcontains Leads, you'll want to make sure that the workflow you selected is set to run on Leads. The same goes for Contacts. If you have Leads and Contacts in your Campaign Automation and you want to run a workflow on each entity, you will need to createtwoworkflows, onefor Leads and onefor Contacts. Then add two Workflow actions to the series in the Campaign Automation.

Scope: The scope should be set to organization. The scope determines what records the workflow runs on with respect to the owner of the workflow. So if it is set to "User" only Leads owned by the user that owns the workflow would run through that workflow. If it is set to "Organization" it doesn't matter who owns the lead.

Note: A note is an optional field for any details that need to be written about the action.

NOTE: When using a workflow action, the Campaign Automation will trigger the specified workflow then immediately move to the next action or trigger. It will not wait for the workflow to finish running before moving on. Please keep this in mind when designing a Campaign Automation that includes workflow actions.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Notify Team Action is used in Campaign Automations to notify a team of Users in your CRM. You can send a notification containing a custom message, and if the Notify Team Action follows a Submitted Form trigger, the notification will include the information submitted in the form. All notifications contain a link to the Lead or Contact it is regarding. Actions can be added to the canvas individually, or they can be included within Series. To learn more about Series and Actions, read this article.

Goals

Learn how to add a Notify Team Action to a Campaign Automation

Learn how to set up a Notify Team Action's properties

Add the Action to a Campaign Automation

To add a Notify Team Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name to anything you like.

Send Email To(required): Use the lookup field to select one or more team recordsyou wantto send the notification to.

Message Subject(required): This will be the subject line of the notification email.

Message Content: This will be the content of the notification email. If no content is entered, the email will just contain the name of the Lead or Contact. If the action follows a Submitted Form trigger, it will also automatically contain the information submitted.

Note: A note is an optional field for any details that need to be written about the action.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Wait Timer is used in Campaign Automations totell the automation to wait a specific amount of time before continuing for the individual participant (the Lead or Contact in the Campaign Automation). Timers can be added to the canvas individually, or they can be included within Series. To learn more about Series and Timers, read this article.

Goals

Learn how to add a Wait Timer to a Campaign Automation

Learn how to set up a Wait Timer's properties

Add the Wait Timer to a Campaign Automation

To add a Wait Timer to a Campaign Automation, click on the Timer icon in the sidebar and drag it onto the Campaign Automation Canvas.

Wait Timer Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name of anything you like.

Pause and Wait for (required): Enter the amount of timeyou want the automation to wait before continuing. Also, you canspecify the time period to minutes, hours, days, weeks, or months.

NOTE: Campaign Automations are designed to work on the timescales used in real-world marketing campaigns, and you may experience inconsistent behavior when running tests with short negative path timers. Some CRM environments may require additional time to post email events and/or posted forms. We recommend using a minimum wait time of at least 30 minutes for event triggers; 60 minutes if email activity volume within your CRM is high.

NOTE: If you edit a Wait Timer in a Live Campaign Automation, any participants who are already in the Wait Timer when you edit it will be unaffected by the change and still wait for the original time specified. Any participants who reach the Wait Timer after you edit it will wait for the newly specified time.

Restrict for specific days and/or hours: If this box is checked, additional options will display that will allow you to set the wait timer to only allow a participant to progress during certain hours of the day, such as standard business hours, and/or only on certain days.

Note: The note field is an optional field for any details that need to be written about the timer. This wait timer will halt the participant for 2 days, then allow them to continue further in the Campaign Automation

This wait timer will also halt the participant for 2 days, then will allow them to continue through the Campaign Automation if the 2 day wait ends within business hours on Monday through Friday. If the 2 day wait ends outside of these specified times, the participant will continue to wait until the beginning of business hours (set as 9:00 AM Eastern Time in this example) on the next selected day.

Feature Added: November 2015

Feature Updated:8.7

ClickDimensions Version Needed:7.0

The Date Timer is used in Campaign Automations to tell the automation towait until a specific date before continuing for the individual participant (the Lead or Contact in the Campaign Automation). Timers can be added to the canvas individually, or they can be included within Series. To learn more about Series and Timers, read this article.

Goals

Learn how to add a Date Timer to a Campaign Automation

Learn how to set up a Date Timer's properties

Add the Date Timer to a Campaign Automation

To add a Date Timer to a Campaign Automation, click on the Timer icon in the sidebar and drag it onto the Campaign Automation Canvas.

Date Timer Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

Display Name(required): The display name is entered by default, however you can change the display name to anything you like.

Run(required): This is where you specify the settings for the Date timer. There are two ways you can specify when the automation will continue to run:

On: The "On" option will tell the automation to continue running on a specific date. In the date field below, select the date you want the automation to continue running. Youmust specify a date in the future.

Between: This option will give you the ability to specify a date rangetheautomation will continue to run for the participant. When you select "Between", two date fields will appear.Enter a date for each field. The first will specify when the automation can resume running, and the second date will specify when the automation willno longer run for the participants that encounters this timer. Here are some general scenarios for when the automation will run with this timer:

If the participant encounters this timer before the specified date range, the participant will wait until the first date specified. Once it is the first date, the automation will resume running for the participant.

If the participant encounters the timerduring the specified date range, the automation will run for the participant.

You will also be able to check Restrict to specific days and/or hours to specify the days of the week and time of day the automation will continue to run on the dates specified above. For example, this date timer would only run on weekdays during business hours between May 5 and May 25.

Time Zone: Selectthe timezone for the time(s) specified. Note the summary text under the date and time settings.The description will change based on the settings entered above. Double check the summary to make sure it matches what you intended. For example, the screenshot below shows settings that will allow the automation to continue to runbetweenMay 5-25 on weekdays between 9:00AM-5:00PM Eastern Time.

If date/time has passed: Here you may dictate how you would like participants to be handled if they arrive at this date step after the set date or date range has passed. You can choose to allow the participant to proceed immediately with the next step in the series, or stop the participant.

Note: The note field is an optional field for any details that need to be written about the timer.

Feature Added: November 2015

Feature Updated: 8.7

ClickDimensions Version Needed:7.0

The Campaign Response Action is used in Campaign Automations to create a Campaign Response within a specified CRM Campaign record. Campaign Responses allow you to record replies you get from potential customers to a specific marketing campaign to make sure your team can act on the responses. You can measure the success of specific campaign activities based on their response rates. ClickDimensions offers a Campaign Response action in the ClickDimensions Form builder, Survey builder, and Subscription Management Page builder -- but the Campaign Response action within the Campaign Automation builder offers some more exciting features! Actions can be added to the canvas individually, or they can be included within Series. To add the Campaign Response action, drag and drop it on the canvas. Click the node to edit the properties.

All of the following fields (except Display Name and Notes) willbe mapped to the new Campaign Response record created because of this action:

Display Name (required):The display name is entered by default, however you can change the display name to anything you like.

Campaign (required): This is the CRM Campaign that the Campaign Response will be associated with.

Assign to Participant's Owner:Check this box if you want to assign the Campaign Response record to the user who owns the lead or contact record of the participant.

Assign to User (required):Use the lookup field to select a user to assign to the Campaign Response record.

Subject (required):This is the subject of the Campaign Response.

Description:This is the description of the Campaign Response.

Response Code: By default, this will be set to 'Interested', but this can be changed to indicate 'Not Interested', 'Do Not Send Marketing Materials', or 'Error' instead.

Channel: This is the marketing channel you can indicate to follow up with: Email, Phone, Fax, Letter, Appointment, and Others.

Priority: Select which priority suits this task. You can choose from high, normal, and low. High is automatically selected.

Promotion Code: If you would like to associate this Campaign Response with a promotion code, enter it here.

Close By: Choose to close this either on a specified date and time, or in a certain specified time frame.

Time Zone: This is the time zone for the details selected in the 'Close By' setting above.

Outsourced Vendor: This allows you to access a lookup field to Contact or Account records to associate an outsourced vendor you may wish to associate with this Campaign Response.

Note: Use this area to annotate any other details internally you may wish to include about this action step within your Campaign Automation.

To view these Campaign Responses, locate your CRM Campaign under the CRM Marketing menu, open the CRM Campaign record, and choose Campaign Responses from the Campaign record's associated menu.

This is where you can see each posted Campaign Response related to the CRM Campaign.

Open the Campaign Response records to see the details.

Feature Added: October 2016

Feature Updated: 8.7

ClickDimensions Version Need:7.0

The Send SMS action is used in Campaign Automations to sendan SMS (text) message to an individual Lead or Contact that is a participant within a campaign automation. Actions can be added to the canvas individually, or they can be included withina Series. To learn more about series and actions, read this article.

Goals

Learn how to add a Send SMS Action to a Campaign Automation

Learn how to set up a Send SMS Action's properties

Add the Action to a Campaign Automation

To add a Send SMS Action to a Campaign Automation, click on the Action icon in the sidebar and drag in onto the Campaign Automation Canvas.

Action Properties

Once the action has been added to the canvas, click on it and you will see the right panel change to show the properties of this action.

opt-in subscription method

The properties for the Send SMS action is very similar to a standard SMS. Here are the fields to enter:

Display Name (required): The display name is entered by default, however you can also change the display name to anything you like. Subject (required): This is the subject of the text message. This generally won't be seen by too many service providers. This is mostly for your convenience in CRM. Message (required): Place the content of your text message here. This is what the contact/lead will receive.

Subscription List: (this field is only visible if you are on the ) This field is used to specify the Subscription List that this particular text message will be related to. Subscription Lists help manage opt-ins and opt-outs, so selecting the appropriate Subscription List will ensure that only your recipients who opted-in to this subscription list will receive the message.

Campaign: The Text Message record that will be created in CRM can be associated to a CRM Campaign if this field is populated. Text Message Owner (required): Here you can choose between "Same as participant's owner" or "Same owner for all". If "Same as participant's owner is chosen", the text message record created will be owned by the same CRM User that owns the contact/lead running through this action. If "Same owner for all" is chosen, you will need to choose which User and all the text messages created from this action will be owned by the same User regardless of who owns the contact/lead. A lookup field will appear if you choose this option, choose an User from this field. Note:A note is an optional field for any details that need to be written about the action.

A text message record will be created in CRM and will be sent out to that participant.

Feature Added: 8.4.0

Feature Updated: 9.2

ClickDimensions Version Needed:7.0

If you would like to review information about which devices and email clients your readers are viewing your ClickDimensions emails on, access these statistics from the Email Statistics menu under the Email Clients tab.

Dynamics 365

CRM 2011

Where can I find the Email Clients tab?

Open the Email Send record under the Sent view, then click Email Statistics from the ribbon.

Where can I find the Email Clients tab?

Open the Email Send record under the Sent view > click Email Statistics from the top menu bar.

Click the Email Clients tab to view the statistics.

What data is included in the Email Clients tab?

You will see a breakdown between the top clients your readers used to view the ClickDimensions email, including the breakdown of readers who accessed the email via a desktop email client or a mobile device. You will also see a list of the top clients used to open the email for the first time.

Unique opens: The number of people who have opened the email at least once. Opens here do not include inferred opens. (Inferred opens are when the recipient does not download imagesincluding the tracking pixelbut they do click or unsubscribe.)

Feature Added: 8.1.0

Feature Updated: 8.5.0

ClickDimensions Version Needed: 8.1.0

Below are some restrictions to keep in mind when using FreeMarker code to dynamically reference CRM fields.

Test Emails

Most FreeMarker code will not populate in an email that's been sent via the Test button. This is normal. This is because there is no specific recipient (Account, Contact or Lead) associated with the test email that is sent (clicks and opens are not tracked either on Test emails for this reason). ClickDimensions processes emails sent using the Test button in a different way than emails sent using the Send button or by another means of executing an Email Send, read more about Test emails here.

Quick Send

Relationships

1. FreeMarker can only pull data from the recipients Lead/Contact/Account record and from records of entities that this Lead/Contact/Account has an N:1 relationship with.

You can think of it this way: if the recipients Lead/Contact/Account record can have more than one related record of a given entity (a 1:N or N:N relationship), the FreeMarker has no way to determine which of those potentially multiple related records to pull from.

2. FreeMarker can only reach one level beyond the recipients Lead/Contact/Account record.

For example, you can pull data from the recipients Contacts related Owning User record, but you cannot go further and pull from a record that is related to this Owning User.

NOTE: FreeMarker references to fields from the Email Send record are restricted to fields that are on the record itself. Data from entities linked to the Email Send via lookup field, such as the associated CRM Campaign, are not accessible.

3. FreeMarker cannot pull from multiple lookup fields that reference the same entity within a single template, even if the lookup fields point to different records.

For example, you can pull from the recipients Lead/Contact/Account records Owning User record, but you could not in the same template pull from another different User record that is also related to that Lead/Contact/Account.

Making Child Record Data Accessible to Dynamic Content

As mentioned above, data from child records that the recipient Lead/Contact/Account record has a 1:N or N:N relationship with cannot be directly accessed via Freemarker, but there is a workaround (described here ) that allows for that data to be referenced. The basic idea is to use custom fields and workflows to take data from the FreeMarker-inaccessible child records and place this data onto a FreeMarker-accessible Lead/Contact/Account record.

For example, create two custom "Upcoming Appointment" fields on the Contact entity and then set up a workflow that runs on the creation of an Appointment record and updates the associated Contacts "Upcoming Appointment 1" or "Upcoming Appointment 2" field as appropriate. Once this is set up, you can pull data from the Contacts "Upcoming Appointment" fields just like you would any other field on the Contact record.

Look-up Fields

Data from a record connected to the recipient via a Lookup field, such as a Contact's parent Account, can be referenced in an email via FreeMarker, but the FreeMarker will need to be modified in order to reference any data other than the connected record's name.

${Recipient.contact.parentcustomerid[0]!""}, the out-of-the-box FreeMarker for the Contact's Company Name field, will let you reference the name of a Contact's parent Account's name, but nothing beyond that. To reference additional data from the Account record, the FreeMarker will need to be expanded to include the name of the entity connected through the Lookup field as well as the name of the field that should be referenced.

For example, ${Recipient.contact.parentcustomerid.account.emailaddress1[0]!""} will let you reference the value in the Email field on the Account record linked to the recipient Contact via the Company Name (parentcustomerid) field.

The FreeMarker for referencing parent Account fields is provided in the same Personalization menu as FreeMarker for the Contact record's fields (they are listed alphabetically after all of the fields on the Contact itself), but FreeMarker for any data accessed through other Lookup fields will need to be created manually.

Combining Look-up and Additional Fields

When a template includes freemarker that references a lookup field as well as freemarker that reaches through that same lookup field, this creates an ambiguous situation that the freemarker engine cannot resolve and will cause the Email Send to fail with a render error: "Only elements with no child elements can be processed as text."

This can be easily worked around by adding ?children before the [0] at the end of the freemarker interpolation that directly targets the lookup field (i.e. the shorter interpolation that does not reach through).

To illustrate, when your template contains these kinds of interpolations it will fail with an error:

Reaches Through: ${Recipient.contact.new_division_id.new_division_entity.new_division_name[0]!""}

Does Not Reach Through: ${Recipient.contact.new_division_id[0]!""}

To prevent the error, add ?children as shown below.

Reaches Through: ${Recipient.contact.new_division_id.new_division_entity.new_division_name[0]!""}

Does Not Reach Through: ${Recipient.contact.new_division_id?children[0]!""}

For a more in depth discussion on Freemarker syntax, click here.

Quick Sends & Opportunities

When you choose to send a email from an Opportunity record, ClickDimensions will automatically connect the Opportunity record to the Email Send using CRM's Connections. This allows you to use FreeMarker to pull values from fields on the Opportunity record with this format:${Recipient.opportunity.fieldname[0]!""}

If there is a lookup field on the Opportunity, you can get the value of the lookup field itself, but you will not be able to reference any other information from the connected record.

Feature Added: Original

Feature Updated: 6.7.0

ClickDimensions Version Needed: 6.7.0

DMARC is an email authentication technology that builds on DKIM and SPF. While DKIM and SPF are used to prevent spoofing (among other things), DMARC takes it a step further by providing instructions to email receivers about what to do with the email if it doesnt pass authentication.

There are many elements that a mail server or filter will consider when deciding the risk or spam level of an emailincluding the presence of a passing SPF and DKIM. DMARC is different though as its absence will not impact deliverability; it's more of a voluntary email authentication. DMARC is mainly used for anti-phishing or anti-fraud and can protect a brand reputation. It will prevent phishing emails spoofed for your brand from being delivered to a customer's inbox.

NOTEif you currently have DMARC set up or plan to in the future, please open a Support ticket to have your ClickDimensions account configured to work with DMARC.

How does DMARC work?

A DMARC record is created for an email sending domain. Its a TXT DNS record which can be configured in many ways to determine how relaxed/strict it should be, how subdomains should behave, where reporting should go, and what type of policy you want to declare.

There are 3 policies or levels that a DMARC policy can have.

None Instructs the receiver not to do anything in particular with the email if it fails DMARC but allows them to view reporting for all emails sent with their domain.

Quarantine Instructs the receiver to deliver the email to the spam/junk folder if DMARC fails.

Reject Instructs the receiver to reject or bounce the email back if it fails DMARC.

An email server/ISP/spam filter will not base their decision solely on DMARC. Emails will still be put through the normal anti-spam checks and algorithms even if DMARC passes. And email servers/filters are not required to honor the DMARC policy, but most will.

What is required for DMARC to pass?

There are 2 factors to consider when configuring email to work with DMARC. The following information describes a scenario where DMARC is set to the default mode of relaxed.

SPF and/or DKIM

DMARC is built on the existing SPF and DKIM email authentication technologies.

DMARC will work with one or both.

SPF or DKIM needs to be present for the email AND needs to pass.

Alignment

The From domain (Display From) will need to match on the organizational domain for either the Mail From (SPF) or the DKIM Signature (DKIM).

For example, if you send from [email protected], the domain for SPF or DKIM will need to be a subdomain (market.tomatogardens.com) or match exactly (tomatogardens.com).

For DMARC to pass, the email message must . . .

Pass SPF authentication on the Mail From and have alignment with the Display From domain and Mail From domain.

OR

Pass DKIM authentication and have alignment with the DKIM domain and the Mail From domain.

How does ClickDimensions configure email to work with DMARC?

ClickDimensions will configure an account to work with DMARC by configuring the DKIM signature to align with the DMARC policy. For more information about this process, please see our DKIM Signatures article.

Below is an example of how the domains would look configured for DMARC using DKIM, where DMARC is set to the default mode of relaxed. The organizational domain has been bolded to show how it is aligned.

From Email (Display From)

[email protected]

Mail From

email.clickdimensions.com

DKIM Signature

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; s=gears; d=market.tomatogardens.com; h=Date:From:To:Message-ID:Subject:MIME-Version:Content-Type:List-Unsubscribe; bh=FE2Ra3JJOD3+/d5W/4au03QqBPQXjXV1Gt22xYxFoz8=; b=d/hLwvA

DMARC record

_dmarc.tomatogardens.com TXT v=DMARC1; p=quarantine; pct=100;

There are exceptions to this if DMARC is set up as strict for DKIM or both SPF and DKIM. Please work with the Email Deliverability team to ensure your account is set up correctly.

What happens if the email is not configured to work with DMARC?

If the sender has DMARC set up but doesnt have the account configured correctly to work with DMARC, the symptoms vary by how the DMARC policy is set.

If the policy (p=) is set to quarantine, we will see a large volume of email delivered to the spam or junk folder and opens/clicks will decrease dramatically.

If the policy (p=) is set to reject, we usually see about a 40 50% bounce rate. The bounces returned will reference a DMARC policy or DMARC failure.

If the policy (p=) is set to none, technically there should be no impact but in practice we have seen some volume of email being flagged as spam or other undesired behavior.

ClickDimensions employs industry-standard best practices to ensure the highest level of deliverability for its customers, and that includes the use of DKIM Signing.

DKIM is one of the factors that inbox providers and spam filters consider when deciding what to do with an email. DKIM signing allows for an email to be associated with a sending domain by the inclusion of an encrypted signature in the email's header. This signature corresponds to a key in the sending domain's DNS.

What does DKIM accomplish?

DKIM provides a way to verify the sender of the email. The sender in this case does not have to match the From information, it's more about the server responsible for sending the email.

DKIM provides a way to verify that a portion of the message body and/or email headers were not changed in transit.

ClickDimensions automatically provides DKIM signing support for all email sent by our customers through our service as the default set up. We sign all outbound emails with DKIM using either email.clickdimensions.com or emaileu.clickdimensions.com.

Example of a standard DKIM signature

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; s=gears; d=emaileu.clickdimensions.com; h=Date:From:To:Message-ID:Subject:MIME-Version:Content-Type:List-Unsubscribe; bh=FE2Ra3JJOD3+/d5W/4au03QqBPQXjXV1Gt22xYxFoz8=; b=d/hLwvA

For more information on DKIM Signatures, see DKIM.org and Wikipedia.

Custom DKIM Signing

Even though ClickDimensions provides DKIM automatically, we also offer custom DKIM signing. So instead of our default domain (email.clickdimensions.com) being used in the signature, we can sign the emails using your (sub)domain.

For example, if you used the following From information . . .

From: Tomato Gardens <[email protected]>

. . . then your custom DKIM Signature may look like this.

DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; s=gears; d=market.tomatogardens.com; h=Date:From:To:Message-ID:Subject:MIME-Version:Content-Type:List-Unsubscribe; bh=FE2Ra3JJOD3+/d5W/4au03QqBPQXjXV1Gt22xYxFoz8=; b=d/hLwvA

Why would you consider customizing your DKIM signature?

The number one reason is that you're using DMARC. For DMARC to pass, either the SPF needs to pass and be aligned to the From address, or the DKIM needs to pass and be aligned to the From address. DKIM will pass with the default set up but it will lack the alignment needed.

Another reason may be for security and whitelisting reasons. If you or your recipients wish to whitelist the ClickDimensions email traffic specific to that sender, a unique identifier in the headers is needed and the DKIM domain can serve this purpose.

How can you customize a DKIM signature?

To begin the process, please open a support ticket asking for custom DKIM. The ticket will be escalated to the Deliverability team which handles email configuration tickets. They will need the following information from you.

Domain(s) used in the From Address.

If you use more than one From Address, please provide all of the domains and designate which one is the default or most used domain.

A Subdomain not currently in use and something unique to ClickDimensions for the DKIM signature.

This subdomain will only be visible in the email headers (i.e. it will not be visible to the normal email recipient).

The subdomain can be anything that makes sense for your organization. For example, an organization named Tomato Gardens could use any of the following subdomains.

cd.tomatogardens.com

emails.tomatogardens.com

market.tomatogardens.com

e.tomatogardens.com

A Subdomain for the email CNAME if one is not already set up.

Once the domains are designated, the Deliverability Team will supply the DNS records that need to be set up on DNS under the customers domain.

When the DNS records are created, the records will be verified. At this point everything needed for the account configuration is complete.

The server changes will be made during the weekly change window (Thursday evening EST).

Once the server changes are complete there are a few tests that we run on the ClickDimensions side. After which we will request a window to apply the changes to the account when therearen'tbulk sends scheduled.

Once the changes are applied to the account, we will ask that they are tested.

What DNS records are required for the custom DKIM set up?

On the domainSPF and DKIM

On the subdomainSPF, DKIM, MX

Why are Subdomain and MX records required?

There are a few pieces of key data that ClickDimensions can receive back from the recipient or recipients server that we need to receive directly and process to be compliantunsubscribes, bounces, and spam complaints.

The subdomain and MX requirements for the DKIM customization are specifically related to spam complaints. Spam complaints are processed via Feedback Loops, and the Feedback Loops can be based on IP or domain. The domain-based Feedback Loops use the domain in the DKIM signature (d=) to send the complaints via email. Therefore, ClickDimensions needs to route those complaints back via MX records on the domain in the DKIM signature. We cannot place MX records on a companys organizational domain (such as tomatogardens.com) as that would disrupt company email.

Will the subdomain be visible to the end recipient?

No. The end recipient will see the From Name and/or From Email that you declare in the Email Send Record. The subdomain will only be visible in the email headers (and DNS) and the average recipient will not read the email headers.

Do I have to change the From Email Address to use the subdomain?

No. The subdomain will only be used in the headers. For example, if the subdomain is market.tomatogardens.com, the email will use From: [email protected].

The only exception to this rule is if a customer has strict DMARC set up for both SPF and DKIM.

Can my company provide the selector or key?

No. We use a standard selector of gears and provide the public key to you for the DNS record.

Does ClickDimensions use 1024 or 2048-bit keys?

We use 1024-bit keys.

Does ClickDimensions support custom DKIM using CNAME records?

We currently do not support custom DKIM using CNAME records.

Are there any other customizations available?

Yes. We can also customize the Return-path domain to use the same subdomain used in a custom DKIM signature. The process for the customer and the DNS records required are the same as the custom DKIM process.

How does a customer initiate an account configuration for custom DKIM or the return-path?

Open a Support ticket, explain what is needed and ask for the ticket to be escalated to the Deliverability team.

There is one place you can go to see all tracking summary, email and web, on an individual Contact or Lead in the same place.

Dynamics 365

CRM 2011

First change the form that you are looking at to ClickDimensions. (If you do not see this, proceed to the next step as you have an older version of ClickDimensions.)

NOTE: You can also add this Profile button to other forms that you use if you would like. To do that see this article.

Open the Lead or Contact's Related Menu and click Profile.

This screen will appear:

You can see we can pull in pictures and information from common social networking sites such as Facebook, Twitter, YouTube, Flickr and more. All of this is matched via the email address in the Email Address 1 field. We can pull in direct links to their social pages (underneath their picture) as well as showing their location, job title, score, work history, and direct links to their social sites. This information is automatically requested when the person submits a ClickDimensions Form.

NOTE: ClickDimensions utilizes a service named FullContact in order to populate social data in CRM. The data that is populated into CRM is pulled from FullContact's social database rather than directly from social media sites. FullContact periodically updates their database; it is not updated in real time. A number of factors determine whether or not FullContact is able to retrieve social data corresponding to a particular email address, such asa low social presence, high privacy settings, or the terms of service of certain networks. Other factors include the quality of the email address, age of the individual, country of residence, and whether or not the email address is for personal use or a business address.In some cases, there may be no social data available for a contact based on these factors.

In the bottom left isPosted Web Form Fields. This is a list of every field this person has filled out in a form. It shows the field they filled [Label], what they placed in the field [Value] and the name of the form [Form].

In the bottom right is theTracking Summarywhich displays:

Email activity

Emails sent to the Contact, as well as relevant Delivers and Clicks are recorded here.

Web activity

All visits to your site are recorded here.

Submitted Forms.

Form submissions are recorded here.

All of these are clickable which will give you more detail on each activity.

Not Connecting? Connections are made based on the email address. If the information isn't coming in, you can manually connect someone bycopying their page link and then place it in the LinkedIn field. You'll have to add the LinkedIn field to the View in the Information area of Contacts and Leads. This will bring in the LinkedIn icon to the social area. There are also fields for Twitter and Facebook. Adding these manually will not bring in any images or work experience.

First change the form that you are looking at to ClickDimensions. (If you do not see this, proceed to the next step as you have an older version of ClickDimensions.)

NOTE: You can also add this Profile button to other forms that you use if you would like. To do that see this article.

Click on a Contact or Lead record and then on the left under Common select Profile.

You can see we can pull in pictures and information from common social networking sites such as Facebook, Twitter, YouTube, Flickr and more. All of this is matchedvia the email address in the Email Address 1 field. We can pull in direct links to their social pages (underneath their picture) as well as showing their location, job title, score, work history, and direct links to their social sites. This information is automatically requested when the person submits a ClickDimensions Form.

NOTE: ClickDimensions utilizes a service named FullContact in order to populate social data in CRM. The data that is populated into CRM is pulled from FullContact's social database rather than directly from social media sites. FullContact periodically updates their database; it is not updated in real time. A number of factors determine whether or not FullContact is able to retrieve social data corresponding to a particular email address, such asa low social presence, high privacy settings, or the terms of service of certain networks. Other factors include the quality of the email address, age of the individual, country of residence, and whether or not the email address is for personal use or a business address.In some cases, there may be no social data available for a contact based on these factors.

In the bottom left is Posted Web Form Fields. This is a list of every field this person has filled out in a form. It shows the field they filled [Label], what they placed in the field [Value] and the name of the form [Form].

In the bottom right is the Tracking Summary which includes all Email activity, all Web activity, and all filled Forms. Email activities are listed as the name of the email, Delivers, and Clicks. Web activity is listed as Visits. Forms are listed as the name of the Form. All of these are clickable which will give you more detail on each activity.

Profile View in Contact/Lead

You can also customize your Lead and Contact records to show this directly in their main record.

In order to see this view, you'll need to customize the Contact and Lead forms. The first way that we will explain will just add the top half of the profile page (the social part), below we will explain how to add the entire profile area including the Tracking Summary and the Posted Fields. Add an iframe with the url https://mscrmapp.clickdimensions.com/profile/social?accountkey= and then your Account Key. You can find your Account Key in your Tracking Script. (Navigate to Settings > ClickDimensions > ClickDimensions Settings and click Tracking Script.)

In the iframe settings make sure to check the "Pass record object-type code and unique identifier as parameters" box and uncheck the "Restrict cross-frame scripting, where supported" box.

Results:

To add the entire profile area to the form follow these steps:

Open the customize form window and click to select the left navigation area and then open the properties of the Profile and copy the External URL there.

Then create an iframe where you want it to display, and set the URL to the one you just copied. Checkthe "Pass record object-type code and unique identifier as parameters" box anduncheckthe "Restrict cross-frame scripting, where supported" box:

Not Connecting?

Connections are made based on the email address. If the information isn't coming in, you can manually connect someone bycopying their page link and then place it in the LinkedIn field. You'll have to add the LinkedIn field to the View in the Information area of Contacts and Leads. This will bring in the LinkedIn icon to the social area. There are also fields for Twitter and Facebook. Adding these manually will not bring in any images or work experience.

Feature Added: Original

Feature Updated:Original

ClickDimensions Version Need: Any