3471125 - Email Not Sent From Campaign

Email is not triggered from Campaign to Employees maintained in Target Group.

1. Go to Navigation Menu and search for Target Groups Workcenter.
2. Open Target Group 123 (where 123 is the ID of the Target Group) or create a New Target Group using the 'Create Target Group' (+) button.
3. Add an Employee and a Member (for example, an Account) to the Target Group.
4. Ensure that the data is saved and the Target Group is Active.
5. Go to Navigation Menu and open Sales Campaign Workcenter.
6. Click on 'Create Campaign' (+) button.
7. Enter the Name of the Campaign and set the Schedule to 'Run Immediately' or pick a suitable Date and Time.
8. Under Build Campaign section, select a Target Group and toggle the 'Include Employees' button to True.
9. Select 'Send Email' Action and under Object Based Template, select Account and choose an Account Template.
10. Click on Save.
11. Set Status of the newly created Campaign to Active.

Notice that email is triggered only to the Member (Account) of Target Group and not to the Employee even though the 'Include Employees' option was checked during Campaign creation.

Only Account Object Based Template was added to the Campaign.

Email is triggered from Campaign based on the Object Based Template added in the Campaign. In order to trigger emails to Employees of Target Group, a Contact Object Based Template should be added. Contact Template is used for both Contact and Employee entities. This is the current expected behavior of the system.

Help Document- https://help.sap.com/docs/CX_NG_SALES/ea5ff8b9460a43cb8765a3c07d3421fe/dfd527bd2be3400197a07813469b6373.html?q=campaign&locale=en-US

Campaign, Object Based Template, Email, Target Group, Employee, Contact , KBA , CEC-CRM-CAM , Campaign for SAP Sales/Service Cloud , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , Problem

SAP Sales Cloud and SAP Service Cloud Version 2 all versions