Submit a help ticket [1] You might be able to find what you are looking for by starting with our wiki index [2] with a tab devoted to each application within our suite of tools. Submit a ticket (below) and someone will contact you soon. Watch a short video [3] if you're curious about how tickets get you the best and quickest response. I am * I am an eComm Specialist I am a Licensed user or Super User (supported by an eComm Specialist) I am a Non-Licensed, System Employee Supported by eComm eComm Specialist * - Select -Advancement | Katie Theiler, Serwaa Adu-Tutu, Maddie TaylorAnschutz Medical Campus | Kelly MillerAnschutz Medical Campus | Kiley CarrollBoulder | Erin FrazierBoulder | Lissa CordovaBoulder | Nicole JanosiBoulder | Rainier LollyBoulder | Tom NeedyBoulder | Thomas SloanDenver | Emilia CovaultUCCS | Eric NissenUCCS | Kayla Boyer Campus * - Select -Advancement | Serwaa Adu-Tutu & Maddie TaylorAnschutz Medical Campus | Kelly Miller & Kiley CarrollBoulder | Strategic RelationsBoulder | Tom Needy & Thomas SloanDenver | Salesforce / Marketing Cloud / General QuestionsDenver | CventSystem | Lauren GalenaUCCS | Kayla Boyer & Eric Nissen CU ANSCHUTZ SERVICE REQUEST FORMS New User: If you are interested in learning more about the eComm program and would like to connect with an eComm specialist, please submit this form [4]. Current User: Please submit service requests through this form [5]. Other CU Anschutz Resources: eComm [6] Brand [7] Social Media [8] Media Relations [9] Our Team [10] Email or Event Requests New Email or Event Request If you are requesting to have an email sent or event launched that's new, submit the request via the build for me form(s) below. These request forms outline all the details we need to get started. Build an Email for me [11] Build an Event for me [12] Repeat Email or Event Request If you have worked with eComm before on an email or an event and have now have a similiar request, it can save time to clone and update. Rather than submitting one of the forms above intended for brand new requests, provide details below and someone will reach out to you soon. Deadline * Month MonthJunJulAug Day Day12345678910111213141516171819202122232425262728293031 Year Year2024 Please only select a deadline within 24-48 hours for urgent requests. We ask for two weeks to deliver to new audiences for Marketing Cloud communications and 3 days to approve a Cvent event. Tell us what you need help with: * - Select -Marketing CloudCventSalesforceGeneral / I don't know. What do you need help with in regard to Cvent? * - Select -Cvent ApprovalLogin Issue Add Finance Information (SpeedType, Account Code, Designation Code)Reporting, Parked Reports & Report UsersIntegrationAdd-Ons for PurchaseSomething else What do you need help with in regard to Marketing Cloud? * - Select -Audience (Report, Campaign, or Data Extension)Email Creation & TestingEmail Preferences & Business UnitsEinsteinFrom Information (Send Classification, Sender Profile, Delivery Profile)Journey Builder, Dynamic Content or Automation StudioRe-Subscribe ContactSubscription/Opt-In FormTroubleshooting/Login Issue/Contact Builder ErrorTracking & AnalyticsSomething Else What do you need help with in regard to Salesforce? * - Select -Audience (Report, Campaign, or Data Extension)Data | Duplicate Contacts, Incorrect/Missing Information, General QuestionsDelete Standard ContactsEmail Preferences & Business UnitsLogin IssueSubscription/Opt-In FormArchived Individual Email Result (IER)Something else Wiki Resources Cancel Scheduled Email [13] Fix Broken Link in Email Already Sent [14] With what browsers is Marketing Cloud compatible? [15] I can’t see the audience list I’m sending to. What should I do? [16] SENDING ISSUE | Unable to Send Email or Failed Send, Data Extension Error or Equal to 0 Why can't a user send an email from Marketing Cloud (or start a Data Extension or equal to 0)? [17] RECEIVING ISSUE | Someone Not Getting Message Why isn't someone getting my Marketing Cloud email? [18] My message ended up in a spam folder. How can I prevent this? [19] Unlock Account, Reset Password & Troubleshoot Multi-Factor Authentication eComm specialists have access to help manage a user's account [20] if they are struggling to login (by unlocking their account or resetting their password) or lost their multi-factor authentication method (by revoking their method or providing a temporary code). Unable to Access this Resource The message below is due to Cookies not being enabled in Chrome, a requirement for Marketing Cloud to operate. Learn how-to enable your cookies in Chrome [21]. Internal Server Error There are two different ways to get around the 'Internal Server Error': Refresh | Sometimes the page just doesn't load correctly the first time. Refresh the page to give Marketing Cloud a second chance to getit right. Switch Browsers | Safari & Marketing Cloud do not work together. Instead try a Chrome or FireFox browser. Login Issue New users know they can login to Marketing Cloud because they will receive login credentials and instructions. Your username will be comprised of your university email with -mc03 added before the @ symbol. For example, my username is: melanie.jones-mc03@cu.edu Unable to Close Pop-Up If your screen is too small for this pop-up, selecting Close might not seem to work. Try: zooming out | zoom out of the page by selecting into the magnifying glass in the URL bar >> negative (CTRL+- also works) close | close the pop-up window Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Einstein Overview [22] As of Oct. 2022, eComm users can request Einstein to be enabled. Provide the name of the Business Unit(s) you wish to have Einstein in to the spreadsheet [23] (along with some other details), then submit the ticket below. Einstein should be enabled within three business days and you will be notified via email. Note, Einstein is also a Salesforce add-on but it is not currently available for eComm. Wiki Resources How should I size my images? [24] If you must scroll to the right to view an email in an inbox, the images were not sized-down correctly before being uploaded to Marketing Cloud. How can I access CU and UCCS branded templates? [25] How do I send a test? [26] What should I look for in a successful test? [27] How do I design for mobile? [28] How can I ensure my email is accessible? [29] How do I use templates I've created to build an email? [30] Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Request New/Updated Audience Request to have an audience added to your account by submitting a ticket with the following details: Report or Data Extension? Your Business Unit Name | Found in the top-right corner when logged into Marketing Cloud Audience Description Commercial or Transactional? If Commercial, what Email Preference should be used? Create Audiences (eComm Specialists) Audience Creation [31] Salesforce Campaigns [32] Salesforce Report Templates [33] Marketing Cloud Data Extensions [34] Wiki Resources Request New From Information What are Send Classifications, Sender Profiles and Delivery Profiles [35]? Request to have this information added to your account by submitting a ticket with the following details: Your Business Unit Name | Found in the top-right corner when logged into Marketing Cloud From Name | CU Connections From Email | connections@cu.edu [36] Reply Name | CU Connections (will be the same as 'from name' if not provided) Reply Email | connections@cu.edu [36] (will be the same as 'from email' if not provided) Add New From Information (eComm Specialists) eComm specialists have access to add from information to Marketing Cloud [37] for users to select when sending. Wiki Resources Expand your Reach eComm can provide a simple subscription form [38] to promote in other communications or on a site to continually grow your audience. Submit Request Populate columns A-M [39] including the Campaign URL from Step 2 Submit a help ticket once complete and anticipate a 3-day turn-around. Create Subscription Campaign (eComm specialist) Launch & Test Wiki Resources Expand your Reach eComm can provide a simple subscription form [38] to promote in other communications or on a site to continually grow your audience. Submit Request Populate columns A-M [39] including the Campaign URL from Step 2 Submit a help ticket once complete and anticipate a 3-day turn-around. Create Subscription Campaign (eComm specialist) Launch & Test Wiki Resources Request New/Updated Audience Request to have an audience added to your account by submitting a ticket with the following details: Report or Data Extension? Your Business Unit Name | Found in the top-right corner when logged into Marketing Cloud Audience Description Commercial or Transactional? If Commercial, what Email Preference should be used? Create Audiences (eComm Specialists) Audience Creation [31] Salesforce Campaigns [32] Salesforce Report Templates [33] Marketing Cloud Data Extensions [34] Wiki Resources Request Contacts to Delete Create a Campaign with Campaign Members of the Contacts you wish to have deleted Provide the Campaign URL when submitting the ticket below. Note, only Contacts in your Campaign who also meet the criteria below will be deleted: They are Standard contacts (not Individual Contacts where data was not populated from a CU source system) They have not unsubscribed from any communications. We keep records for contacts who have unsubscribed so that we avoid adding them to a future email campaign that would violate CAN-SPAM. HIPAA/Med-Only Contacts Process for Managing HIPAA and Med-Only Contacts [40] Wiki Resources Individual Email Results (IERs) Individual Email Results (IERs) can be a powerful tool to better understand your audience and how they best engage with your communications. Learn more about what IERs are and how they can be leveraged. [41] Individual Email Results (IERs) live in Salesforce for 90 days before being exported and uploaded to the Snowflake database. If you need IERs that have already been archived, provide the Contact ID and/or Email ID when submitting a ticket below. Wiki Resources Request Subscriber Re-Activation (weekly process) Provide the Subscriber ID for the individual you wish to have re-activated to this spreadsheet [42] (along with some other details) and it will be completed by the following Monday. There is no need to submit the ticket below, unless the request is urgent. Learn About Subscribers Salesforce Contacts & Marketing Cloud Subscribers [43] Subscribers & Subscriber Status [44] Wiki Resources Where can I view tracking information for my email? [45] What is Intelligence Reports (formerly Datorama)? [46] How do I use Intelligence Reports (formerly Datorama) to analyze emails? [47] What is Einstein? [22] Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources All events must be approved by an eComm specialist [48] by using the Approval Work Flow in Cvent [49]. Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources USERS If your department's finance information is already added to Cvent, users and eComm specialists can select the correct finance information [50] when creating paid or fundraising events [51]. This ensures the money collected for your event can be transferred from a single CU account back to your department. ECOMM SPECIALISTS Only the System Admin Team can add new Finance Information to Cvent. Submit the ticket below including the correct number and provide a description, formatted like the following: SpeedType = 12345678 - Short Description/Title Fund 30, 31, 32, 33, and 34 speedtypes should never be used for Cvent events. Account Code = 123456 Short Description/Title Designation Code (replaced Allocation Fund # in Summer 2023) = D-1234567, Short Description/Title Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Users There is an automatic integration that occurs between Cvent and Salesforce [52]. By tracking registrants' event participation to Salesforce, we can better understand our constituents and how they engage with CU. Users can leverage this data to exlude registrants from reminders or target future messages [52]. eComm Specialists While the Cvent-Salesforce integration [53] is automatic, the eComm specialist may need to get involved. This might include sharing the Campaign (if the person who created the event isn't the same person sending the Marketing Cloud messages) and/or converting a Campaign to a Data Extension (only necessary if the included audience is a Data Extension). Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Users Reporting [54] | Cvent's event reporting allows you to view every detail of your registration data, emails , financials and more. Create summary views and track trends over time to gauge improvement. Cvent Portal [55] | Work with your eComm specialist to make Cvent Reports available to stakeholders via a secure login. These free licenses grant individuals access to specific Reports that can be viewed in real-time, filtered and exported as needed. eComm Specialists One of the eComm specialist’s roles in Cvent includes managing how stakeholders can access Cvent data in real-time, without a steep cost. Follow these steps to create Portal Users and Publish Reports to the Portal [56] for easy access. Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources ECOMM SPECIALISTS New users will receive login credentials and instructions via email. Users can reset their own password by selecting 'Forgot your login information?' under the green login button on the Cvent login page [57]. eComm Specialists can also reset passwords for users [58]. USERS Navigate to the eComm login page [59] (bookmark this page) Select Cvent (the option on the right) Login with: Account Code: UCCO003 Username: your university email Password: Select 'Forgot your login information?' under the green login button to set your password and log in for the first time. If you forget your password in the future, use the 'Forgot your login information?' link to reset it. Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Cvent Add-Ons for Purchase More robust components of Cvent [60] exist that are not included with a typical license. Since Cvent is already an approved vendor, you can contract directly with them to procure additional products, such as: OnArrival Premium [61] if you need day-of-event support CrowdCompass [62] for an event app Abstract Management to support an involved, multi-step submission form with built-in workflows Attendee Hub [63], a virtual event solution Premium Surveys [64] for more robust surveying After signing a contract, you'll need to submit the ticket below for increased access (a task Cvent Help & Support cannot do). Provide a copy of the signed contract and outline which add-ons should be available to which users. Finance Information to Add (select all) * SpeedType Account Code Designation Code Wiki Resources Opt a Constituent In or Out If a consituent can get an email from eComm, it's should be straightforward for them to manage their own email preferences via the footer. If they can't for some reason, users are often notified but they will have to pass the request (with documentation) along to their eComm specialist to make the edit. Learn more about who can take what actions to manage an individuals email preferences [65]. Update a Users Business Unit Access eComm specialists can request to have a user moved into different Business Units [66] as needed by commenting on the user's license record in Salesforce. Changes/New Email Preferences (Quarterly) Email Preferences [67]can be added or updated on a quarterly basis. Submit your requests to the system office [68] to be addressed during the following quarter. Changes to Business Units (One-Off Requests) As a reminder, starting July 1, 2023, eComm will no longer accept requests for adding/renaming/deleting business units through the quarterly process. If you have an exceptional circumstance that requires adding/renaming/deleting a business unit, please review the Changes to Business Units wiki [69]and submit your requests to the system office [70]. Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Opt a Constituent In or Out If a consituent can get an email from eComm, it's should be straightforward for them to manage their own email preferences via the footer. If they can't for some reason, users are often notified but they will have to pass the request (with documentation) along to their eComm specialist to make the edit. Learn more about who can take what actions to manage an individuals email preferences [65]. Update a Users Business Unit Access eComm specialists can request to have a user moved into different Business Units [66] as needed by commenting on the user's license record in Salesforce. Changes/New Email Preferences (Quarterly) Email Preferences [67] can be added or updated on a quarterly basis. Submit your requests to the system office [71] to be addressed during the following quarter. Changes to Business Units (One-Off Requests) As a reminder, starting July 1, 2023, eComm will no longer accept requests for adding/renaming/deleting business units through the quarterly process. If you have an exceptional circumstance that requires adding/renaming/deleting a business unit, please review the Changes to Business Units wiki [69] and submit your requests to the system office [70]. Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources Journey Builder Complete the Journey Planning Overview [72]. Review the linked Journey Planning Worksheet [73] (or complete in advance for faster delivery) which the requester is responsible for finalizing before work can begin. After submitting your ticket, you’ll be contacted by the system team to discuss your email journey idea and address any questions so you can provide full details in the Journey Planning Worksheet [73]. Dynamic Content Learn more about how dynamic content works in Marketing Cloud, examples at CU and steps to get started [74]. If you have a good case for dynamic content, populate all of the details in the next row of this spreadsheet [75]. Once complete, include it with a ticket submission below and someone will followup to arrange a meeting. Automation Studio Many communicators send recurring communications to the same audience. While that's a good thing, it can lead to a lot of repetitive manual work that can be streamlined with Automation Studio. Learn more about setting up your own automations to optimize scheduling recurring email sends [76]. Marketing Cloud senders are required to re-Start Data Extensions before each send to ensure the audience is up-to-date (and CAN-SPAM compliant). If an automation is configured to run all the Data Extensions in a Business Unit nightly, manually re-starting the Data Extensions before each send becomes obsolete. To make this move, eComm specialists can work with the System office to initially configure an automation in each Business Unit and learn to maintain. Learn how to get started with Automation Studio [77]. Wiki Resources Duplicate Contacts in Salesforce eComm specialists can submit a Data Change Request (DCR) [78] directly in Salesforce to have them merged. Inaccurate name, email, or address for a Contact in Salesforce If a contact has an Advance ID, do not submit a Data Change Request (DCR). Please refer to the Updating Contact Information in Salesforce [79] wiki for more details. If a contact does NOT have an Advance ID, eComm specialists can submit a Data Change Request (DCR) [78] in Salesforce to be addressed. Incorrect or blank preferred name Learn more about why a preferred name might be blank, the process for updating it, and guardrails that exist to ensure personalizing Marketing Cloud emails with preferred name doesn't flop. [80] Can't find what you're looking for? Continue submitting your ticket below. Wiki Resources New users know they can login to Salesforce [81] because they will receive login credentials and instructions. Your username and password will be the same username and password you use to login to your employee portal. Can't find what you're looking for? Continue submitting your ticket below. Attach a file(optional) Files must be less than 2 MB.Allowed file types: gif jpg png txt html pdf doc docx ppt pptx xls xlsx xml zip. Tell us more here * Name * Email *