What release do I need to be on to use campaigns?

Campaigns were first released in London and you must be entitled to the Employee Service Center to begin using campaigns.

How are Content Delivery and Content Automation related?

Content Delivery can be used independently of a campaign if you have a need to push out a single piece of content and there aren’t bundles or stages. While it has minor targeting and scheduling capabilities, Content Delivery should be only be used for foundational content or one-off messaging.

Content Automation (which is the technical term for campaigns), “automates” Content Delivery by allowing Campaign Managers to combine multiple pieces of content to create one cohesive communication experience (like a marketing campaign, which may combine web, mobile and email channels of communication). Also note that things like impressions (views) and click-throughs are tracked within a campaign but are not tracked when scheduled via Content Delivery.

How do you target users within a campaign?

You specify an audience, and you can further refine the audience for individual pieces of content within a campaign. This means if a specific piece of campaign content is only applicable to a smaller subset of the overall audience, such as managers, you can configure audience accordingly. To give an example, if your overall campaign audience is full-time employees, and you refine the audience for a piece of content to managers, the content would be visible to full-time employees who are also managers. Audiences can be created by re-using any existing user or HR criteria, by creating conditions off the user or HR profile tables, or by uploading a spreadsheet.

What types of content can be included in campaigns?

See this blog on campaigns for a bit more information and screenshots, but here is a list of the different content types that can be used in a campaign:

• Portal Content
• Mobile App Banner Content
• To-Do Content
• Notification Content
• Employee Forum Content

How can campaign bundles be triggered?

The following trigger type options are available:

• Immediate: triggers once a campaign is published and the start date is met
• Fixed date: triggers on a specified date and time and, for certain types of content (like portal content) is available during a window of time
• Dynamic: triggers on a dynamic date, such as employment start date
• To-Do Completion: triggers after a user completes a specific to-do
• Condition: triggers based on a specified condition (a trigger mechanism, such as a business rule will also be needed if a condition is specified)

How do we specify where campaign content appears on our portal?

Once one of the Content Delivery widgets is placed on your portal, you will specify the page and widget instance you want your content to appear in. Note that there is a relationship between the type of content you’ve created, and the widget it’s compatible to display in. For example, you wouldn’t be able to push Event content to a Welcome Banner widget. This is all detailed within the linked product documentation above. Tip: give your widget instances location-specific titles, such as “top banner” or “left banner.”

Do I need HTML knowledge to create campaign content?

No HTML knowledge is required to create campaign content. In the New York release, a new content type and accompanying widget were introduced (Styled Content) to allow customers to more easily create custom widgets with items such as buttons and gradients, all without code.

I just published a campaign. Why don’t I see the content immediately?

Behind the scenes, there are scheduled jobs that run to enable campaigns. For example, there is a scheduled job that runs to update the audience, and this is what initially adds the audience to the campaign target related list. There are also scheduled jobs that need to run to add non-portal content to a campaign, send email notifications, and more. You can see all scheduled jobs by navigating to System Definition > Scheduled Jobs and searching *content.

Can I edit a campaign after it’s published?

Yes, after a campaign is published, you will see the ability to edit. Any content not yet available to the audience suspends and you can add new bundles and content for matching audiences (as you can't add new users during the editing state). Note: while most aspects of a campaign can be changed, there are a few minor exceptions like the bundle trigger (immediate, fixed date, etc.). In addition, if you realize a portal piece of content has an error (like a typo in an announcement or banner), you can edit that content directly in Content Delivery without having to edit the campaign itself.

What kind of analytics are available with campaigns?

To turn tracking on for a campaign, you’ll first want to ensure you’ve activated the Content Analytics [com.sn_content_analytics] plugin. You’ll then see a checkbox that will allow you to enable tracking for your campaigns. For tracking profiles, you have the option to use a standard ServiceNow tracking profile, or with some additional set up and configuration, you may use a Google Analytics tracking profile. To be able to select a tracking profile, you’ll want to be sure it’s Active by navigating to Content Analytics > Set Up.

You will then see a Tracked Actions Related List within your published campaigns, with 17 tracked actions around impressions (views), click-throughs, event downloads and expands, and more.

In addition, you will see a ‘Content Analytics - Basics’ and ‘Campaign Overview’ dashboard with insights. There is also a paid, premium Performance Analytics Content Analytics plugin [com.snc.pa.premium.content_analytics] that offers two additional dashboards: ‘Content Analytics’ and ‘Campaign Analytics.’

What’s the difference between creating a campaign that appears on the mobile app versus a browser?

By default, any to-do content assigned as part of a campaign will appear on the mobile app and will result in a push notification. You also have the option to create and deliver mobile banner content within a campaign, as any standard portal content that would be delivered via your portal in a browser will not appear in the mobile app.

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Labels:

• Employee Service Center
• Multiple Versions