Dynamic Merge Reports

In November 09, a Merge Report button has been added to the Dynamic Content section of the toolbox when editing HTML and text content. When you click this button, the Report Merge window opens where you can select a report to include in your content, edit its display properties, and set a default value to be used when no data is returned. You can also select a contact to use for filtering preview data for more accurate rendering on the content editor’s Preview tab.

By default, report merge applies a primary filter to the report in several situations to limit the output so that customers will see only their own information. For example, if the report lists contacts and their open incidents, customers will see only their own open incidents. Primary filters are automatically applied in the following cases.

• contacts.c_id—Primary filter for any marketing mailing (broadcast or transactional) and any survey invitation message. If merging a report on a web page, the contact must be recognized by click-through parameters or cookies. Important Duplicate messages sent to a single address is a common characteristic of spam. For this reason, we recommend that you select this check box only when necessary. When the check box is selected and you attempt to schedule or send a mailing, survey, or proof, and duplicate email addresses exist in your audience, a message warns you that your reputation as a bulk email sender may be adversely affected and impact your ability to send future communications. For information about protecting your reputation, refer to RightNow Best Practices: Email Deliverability available on the RightNow Customer Community at http://community.
  rightnow.com/customer/library/.
  
• incidents.i_id—Primary filter for any transactional mailing or survey that is sent using incident rules.
  
• opportunities.op_id—Primary filter for any transactional mailing or survey that is sent using opportunity rules.
  
• chats.chat_id—Primary filter for any transactional mailing or survey that is sent using chat rules.