Setting up New Response Codes

A standard set of response codes is supplied with a standard installation. These can be captured against any communication, which is linked to a campaign. The standard response codes are Good, Bad, Indifferent, or None. When you schedule, for example, follow-up calls for a mail shot linked to a campaign, the response code can be completed at the end of the telephone call.

When all calls are completed, a new group can be created based on people who responded in a certain way. You can define new response codes for each campaign, or even for each Wave Activity within a campaign. Response Codes defined at the Wave Activity level apply to all communications linked to that Wave Activity. If no response codes have been defined at the Wave Activity level, then those defined at the Campaign level will apply to the associated communications. If you do not define any new response codes, the standard CRM response codes are available.

This section shows you how to create new response codes customized to a particular Wave Activity. If the set of data to be collected during a campaign wave activity is more complex, it is recommended Key Attribute Profiling and Outbound Call Handling are used to handle this. Response codes are suitable for a single expected outcome of a campaign wave activity. For example, for a Follow-up Call Wave Activity, the following response codes are required:

• A - Purchase within 3-6 months
• B - Purchase within 6-12 months
• C - Purchase decision >12 months
• D - No Interest

To set up a new Response Code:

1. Select the Marketing button.
2. Click on the hyperlink of the campaign in which you want to set up the Response Codes. Make sure you are viewing the "expanded" campaign page (click on the Show Wave Activities button if it is visible) and can see the Wave Activities in the Campaign.
3. Click on the hyperlink of the Wave Activity in which you want to set up the Response Codes. The Wave Activity Summary page is displayed.
4. Select the Response Setup button. The Maintain Lookup Selections page is displayed.

5. Add the code name (as it should appear to the user) in the Add Translation field, for example, 3-6 Months.
6. Add a short code for the Response Code, for example A36.
7. Select the Add button.
8. Continue adding the rest of the codes and translations.

9. When you have added all of the codes you need, select the Save button.

You can verify that the codes have been set up correctly by linking an existing communication to this Wave Activity. The list of responses you created should appear in the Response Type field list.

Note: that if you delete or change a response code in the middle of a campaign, any communications that are already linked to the old response code will remain linked to the old code. However, the next time a user links a code to a communication, they will only be able to select from the new list of codes.

Go to Campaign Management home page...

See Also:

Setting up a New Campaign

Tasks Involved in a Typical Campaign

Creating a Group

Carrying out an Internal Mail Merge

Key Attribute Profiling. Refer to the System Administrator Help.