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Installed with Marketing Service Management

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Installed with Marketing Service Management

Several types of components are installed with the Marketing Service Management plugin.

Demo data is available with Marketing Service Management.

Tables installed with Marketing Service Management

Tables are added with activation of Marketing Service Management.

Table Description
Marketing Request

(sn_sm_marketing_request)

Stores marketing request records
Marketing Task

(sn_sm_marketing_task)

Stores marketing task records
Marketing Request Template

(sn_sm_marketing_request_template)

Stores the marketing request catalog records
Marketing Task Template

(sn_sm_marketing_task_template)

Stores the marketing task catalog records
Marketing Request Flow

(sn_sm_marketing_sf_request)

Stores the marketing requests state flow records
Marketing Request Task Flow

(sn_sm_marketing_sf_task)

Stores the marketing tasks state flow records

Roles installed with Marketing Service Management

Roles are added with activation of Marketing Service Management.

Role title [name] Description
sn_sm_marketing_admin Marketing Administrator role has full control over all Service Management data. Also administers Territories and Skills, as needed.
sn_sm_marketing_agent Marketing Agent role can accept or reject a task. It is the one who performs the work on the site.
sn_sm_marketing_approver_user Marketing Approver role allows users to approve orders/requests.
sn_sm_marketing_basic Marketing Basic role can read and create service orders and follow up on those they created.
sn_sm_marketing_dispatcher Marketing Dispatcher role schedules and assigns the tasks to agents. They can be searched (filtered by) the group they manage.
sn_sm_marketing_initiator Marketing Initiator is similar to sm_basic but is also used to grant UI access.
sn_sm_marketing_read Marketing Read role can only read and create service orders and follow up on those they created.

Business rules installed with Marketing Service Management

Business rules are added with activation of Marketing Service Management.

Business rule Table Condition Description
Marketing request
Assigned Marketing Request

[sn_sm_marketing_request]

Request is assigned. Automatically moves a marketing request from Ready to Assigned state.
Cancellation Marketing Request

[sn_sm_marketing_request]

Automatically executes when marketing request is cancelled.
Ready for work (approval off) Marketing Request

[sn_sm_marketing_request]

Approval is off and assigned_to field is not empty. Automatically moves a marketing request from Draft to Ready state.
Ready for work (approval on) Marketing Request

[sn_sm_marketing_request]

Approval is on and either a template is selected or assigned_to field is not empty. Automatically moves a marketing request from Approved to Ready state.
Start Work Marketing Request

[sn_sm_marketing_request]

Automatically moves a marketing request from Assigned to Work in Progress state.
Marketing task
Accept Marketing Task

[sn_sm_marketing_task]

Automatically moves a marketing task from Assigned to Accepted state
Assigned Marketing Task

[sn_sm_marketing_task]

Assigned_to field changes and is not empty Automatically moves a marketing task from Draft to Assigned state
Assigned Marketing Task

[sn_sm_marketing_task]

Assigned_to field is not empty Automatically moves a marketing task from Pending Assignment to Assigned state
Cancel Cleanup Marketing Task

[sn_sm_marketing_task]

State changes Executes when a marketing task is cancelled
Ready for Work Marketing Task

[sn_sm_marketing_task]

Marketing task has a template and a task is created for its parent request Automatically moves a marketing task from Draft to Pending Assignment state
Reassign Marketing Task

[sn_sm_marketing_task]

Assigned_to field changes and is not null and state is not assigned, accepted, or work in progress Automatically moves a marketing task to Assigned state
Start Work Marketing Task

[sn_sm_marketing_task]

Automatically moves a marketing task from Accepted to Work in Progress state

Email notifications installed with Marketing Service Management

Email notifications are added with activation of Marketing Service Management.

Name Table Event Description
Marketing Request created from email Marketing Request

(sn_sm_marketing_request)

mr.request.email.creation Inbound email should turned on in configuration
Marketing Request changed Marketing Request

(sn_sm_marketing_request)

mr.request.changed Create a notification rule in configuration on Request table
Marketing Task changed Marketing Request

(sn_sm_marketing_request)

mr.task.changed Create a notification rule in configuration on Task table

Events installed with Marketing Service Management

Events are added with activation of Marketing Service Management.

Event Table Fire Condition
mr.request.changed Marketing Request

(sn_sm_marketing_request)

When the state, assignee, assignment group, or work notes on a marketing request are changed.
mr.request.email.creation Marketing Request

(sn_sm_marketing_request)

When a request is marketing created via email.
mr.task.changed Marketing Task

[sn_sm_marketing_task]

When the state, assignee, assignment group, or work notes on marketing task are changed.
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