Concepts for campaign management


Note: This article applies to Genesys Cloud for Salesforce.

Several key concepts are helpful for understanding campaign management in Genesys Cloud for Salesforce.

Campaign

A Salesforce campaign is a set of business activities around a business initiative. For example, a Salesforce campaign includes all activities surrounding a trade show, such as money budgeted for the trade show, the leads generated from the trade show, and the leads converted to customers.

A Genesys Cloud campaign is an outbound dialing operation designed to make calls to members of a contact list. After the integration syncs between Genesys Cloud and Salesforce, the Genesys Cloud campaign then becomes a subset of the Salesforce campaign. For example, a Salesforce campaign includes all activities surrounding a trade show and a Genesys Cloud campaign automates the dialing of the leads gathered from the trade show. 

In Salesforce, you associate a campaign with a separate campaign setting that you can use for one or more campaigns. In Genesys Cloud, a campaign includes settings specific to that particular outbound dialing campaign. To see campaigns in Genesys Cloud, go to Admin > Campaign Management.

For campaign management in Genesys Cloud for Salesforce, you create a campaign in Salesforce with data that the integration syncs from Genesys Cloud. You can monitor the Genesys Cloud campaign in Salesforce. At the end of the campaign, Genesys Cloud reconciles data on campaign and campaign member records in Salesforce. 

Campaign setting

A campaign setting, a term specific to Genesys Cloud for Salesforce, is particular group of settings that live in Salesforce. A campaign setting binds a Genesys Cloud campaign to a Salesforce campaign and controls how a Genesys Cloud campaign runs in Salesforce. 

A campaign setting includes items such as dialing mode, queue, script, and DNC list applied to the Genesys Cloud campaign in Salesforce. You can also configure a list of campaign members to sort numerically or alphabetically in ascending order. 

In Salesforce, you can associate a campaign setting with one or more Salesforce campaigns. Conversely, in Genesys Cloud, you configure settings under each campaign; you cannot share these settings across campaigns in Genesys Cloud. To see settings under campaigns in Genesys Cloud, go to Admin > Campaign Management and click a campaign name.

Warning: Do not change campaign settings in Genesys Cloud. Otherwise, campaigns in Salesforce will not behave as expected.

For campaign management in Genesys Cloud for Salesforce, you create a campaign setting in Salesforce and associate the setting with one or more Salesforce campaigns. These campaigns can be new or campaigns that exist in Salesforce. The integration pulls data, such as queue names, from your Genesys Cloud organization to populate the options on a campaign setting.

Campaign member

A campaign member, a term specific to Salesforce, is a lead or contact that you add to a particular Salesforce campaign. During a Genesys Cloud campaign in Salesforce, agents call these campaign members.

In Salesforce, you add campaign members individually or collectively as a list to a campaign. In Genesys Cloud, you add a list of people to call for a campaign through a contact list

For campaign management in Genesys Cloud for Salesforce, you add or update members individually or collectively to a Salesforce campaign in Salesforce. You can control the order that the integration calls campaign members through a sort order value on campaign member records and sort list options on the campaign setting in Salesforce. 

Contact list

A contact list, a term specific to Genesys Cloud, is a list of individuals attached to a Genesys Cloud campaign that agents contact. You can use a contact list for one or more campaigns. 

In Salesforce, you add individual campaign members to a campaign or import a file listing campaign members. In Genesys Cloud, you create a list of contacts and add that list to a campaign. To see contact lists in Genesys Cloud, go to Admin > Campaign Management and click List Management.

For campaign management in Genesys Cloud for Salesforce, the integration creates a contact list from the campaign members on a Salesforce campaign in Salesforce. When the integration syncs data from Salesforce to Genesys Cloud, the integration pulls contact information (name, phone number, and time zone) about campaign members from a Salesforce campaign. The integration then uses this contact information to create a Genesys Cloud campaign and a contact list in Genesys Cloud. When you configure sorting on campaign settings and campaign member records in Salesforce, the integration orders the campaign members based on contact information in the contact list in Genesys Cloud. 

For more information, see About Campaign Management.

For more information about the integration, see About Genesys Cloud for Salesforce.