GETTING STARTED WITH

INTERACTION STUDIO

Interaction Studio is the leading real-time personalization and interaction management solution, enabling companies
to transform the dream of 1-to-1 engagement, across channels, into reality.

Combining in-depth behavioral analytics and advanced machine learning with data from existing sources, Interaction Studio empowers
businesses to gain a comprehensive view of each one of their customers and prospects, and use that data to deliver maximally relevant,
individualized experiences during key moments of interaction throughout the customer journey.

COMMON USES OF INTERACTION STUDIO

Conduct in-depth behavioral tracking and affinity modeling

Unify data and create segments of visitors, customers, and accounts

Build and deploy cross-channel testing and personalization campaigns

Deliver automated, individualized product and content recommendations

Conduct detailed audience, catalog, segment, and campaign analysis

STEPS TO GETTING STARTED WITH INTERACTION STUDIO

In order to maximize implementation success and achieve rapid time to value, all new Interaction Studio (IS) customers must work with a
team from the Salesforce Customer Success Group (CSG) or one of our implementation partners. This team will lead the planning effort
for your deployment and ensure you go live as soon as possible. If you are uncertain about the status of your team, or have yet to select a
qualified partner, please reach out directly to your Salesforce Account Executive to assist. They will point you in the right direction.

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 STEP 1: DEPLOY THE WEB SDK
Description To begin using IS on your website, you simply need to
place a single JavaScript tag (aka, the IS Web SDK) in
the header of your website, web application, or within
your tag management solution. There are no other
technical requirements for getting started.
Responsibility While the IS team can assist and is available to answer
questions, adding the SDK to your website must be
completed by you, the customer – and usually by a
staff member who manages your
website or your IT department.
Timeframe Depending on your internal processes, adding the
JavaScript to your website is typically completed within
an hour. If you need to work around release schedules,
the process may require more time.
Key Questions • Who manages website operations at your
organization (to support deployment of the IS
Web SDK on the contracted site(s))?
• Are there release schedules that you must
adhere to?
• Are there processes others have to adhere to
when evaluating adding scripts to your website?
• Do you use a tag manager and plan on
deploying the tag through the tag manager?
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STEP 2: SITE MAPPING
Once the SDK has been placed on your website,
it’s important to be able to track contextual and
behavioral data in a meaningful way. Mapping website
pages and pertinent behavioral events is critical to
both understanding and engaging your customers on
a 1-to-1 level in real time.
You, as the customer, partner with your development
team, system integrator/agency, or Salesforce CSG to
create a data capture blueprint that supports your use
cases. The developer(s) then get to work using the
Evergage Launcher Chrome extension to map
the website.
Site mapping projects can vary in length based
on complexity. IS’s QuickStart implementation
package includes a specified number of hours for
solution setup.
• What is the primary purpose/function of
your website?
• What business context elements do you want
to capture?
• What are key points of interaction on your
website that indicate engagement?
• What use cases are you looking to execute?
• How can a user identify themselves on
your website?
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 STEP 3: CONFIGURE DATA INGESTION
(optional)
Description IS can receive data via ETL feeds and system
integrations. While external data is not required
to leverage the platform and realize value, many
customers choose to pass customer, transaction,
catalog, or external engagement data into IS directly
via a data feed or integration to enrich the information
captured natively by the IS platform.
Responsibility Your IT team or implementation partner is responsible
for setting up automated feed delivery in Interaction
Studio’s required format and/or system integrations.
From there, a business user can use IS’s configurable
UI to use that data in the solution.
Timeframe Configuring data feeds for ingestion is ultimately
dependent on the quality and cleanliness of the
client’s data. Once the data is in IS’s standard file
formatting specifications, it is quite easy to upload
via our ETL tool. The timeframe for completing
direct system-to-system integrations varies depending
on scope.
Key Questions • Do any of your use cases require offline or offsite
data to activate?
• Do your feeds match IS’s feed specs?
• How frequently can the data be delivered to IS?
• What third-party solutions do you want to
integrate directly with?
• Who in your IT organization is responsible for
setting up data integrations?
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STEP 4: OPEN-TIME EMAIL SETUP
(optional)
IS’s Open-Time Email Personalization functionality
can render personalized content in your emails at
the time your recipients open the message. There is
no integration needed to use this, but you do need
to insert your ESP’s user identifier variable into the
IS platform settings. Open-time content can match
the look and feel of your existing email template to
ensure a seamless user experience.
The customer provides the user ID being used by their
ESP to their implementation partner, confirming that
ID matches an ID picked up by IS. The customer’s
email development team can build out email item
templates themselves or work with their partner to
define how open-time recommendations will render
to ensure it matches existing email styling. These item
templates are built directly in the IS platform using
HTML.
Inputting the ID can be accomplished in minutes,
while setting up an email campaign can be
accomplished within a short development cycle.
• What user ID do you use to identify email
recipients in your ESP? Does IS have a way to
ingest that ID in other channels?
• What content do you want to personalize
at open time? (Most customers personalize
products, blog articles, or creative assets/offers).
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 STEP 5: FINALIZE USE CASES
Description Based on your company’s objectives, current
challenges, or overall vision/position, the next step
is to finalize your strategy for leveraging real-time
personalization & interaction management to deliver
personalized content and experiences across pertinent
channels. The IS QuickStart package includes
dedicated discovery workshopping, hosted by an
expert strategist and implementation practitioners
This is important groundwork you’ll revisit once your
solution is set up.
Responsibility The IS team of subject matter experts have defined
baseline playbooks for each vertical, and are
constantly expanding those playbooks as new ideas
are implemented, new integrations become available,
and new best practices emerge. Customers can
take pre-built templates and fit them to their most
impactful use cases.
Timeframe Playbooks make it easy to activate use cases right out
of the gate, but you will want to take some time to
think through your audience engagement strategies
and customer journeys.
Key Questions • What are your primary objectives?
• Are there specific parts of your customer
journey or experience that need improvement?
• What current problems are you trying to solve
with Interaction Studio?
• What are your most important engagement
channels?
• What are the primary KPIs that you are looking
to drive with IS? By how much are you looking
to improve them?
• What audiences are most critical to your
success, and how do you plan to personalize
their experience?
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STEP 6: BUILD & DEPLOY CAMPAIGNS
The IS Campaigns & Templates system allows
marketers and website managers to quickly launch
campaigns across channels, whether that’s tailoring
website pages for key segments, personalizing email
content at open time, selecting next-best-actions
or next-best-offers for individual customers, or
delivering personalized recommendations in real
time in any channel.
Development teams or implementation partners
can select from a list of pre-built Global Templates
or create their own. Once the template is published,
a business user can leverage it within a campaign by
completing the configurable inputs made available in
the template.
Templates can be ready quickly with small changes to
the existing Global Template, or your developers can
take some time to adjust them to provide additional
use-case-specific functionality. Once the template is
ready, business users can configure a campaign in just
a few clicks.
• What goals do you want to accomplish?
• Is there a particular problem area you’d like
to address?
• How would you like to communicate to
different audiences?
• What resources/assets do you have available
to assist?
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 STEP 7: TEST, ITERATE, AND OPTIMIZE

Description To ensure your campaigns are most effective, it’s best to A/B test them. The IS solution offers built-in A/B/N &
rules-based testing capabilities. A campaign statistics report is automatically generated for any IS-powered
campaign. Statistics update in true real time (<30ms) as individuals engage with the campaign, helping business
users have a real-time understanding of campaign performance. Using A/B testing in conjunction with IS’s
configurable segmentation tool and AI algorithms allows you to optimize your campaigns to drive truly impactful
segment-based and 1-to-1 experiences.

Responsibility Customers can easily monitor test results within the IS solution, which automatically calculates statistical
confidence and lift in real time, with configurable analytics and attribution inputs available on-screen.
Iterating on campaigns is easily accomplished through IS’s business-user-friendly, cross-channel campaign
configuration screens.

Timeframe A campaign’s effectiveness can usually be determined within a week or two, but the timeframe can vary depending
on industry, sample size, and use case.

Key Questions • How are your campaigns performing vs. their controls?

• What have we learned from existing campaigns?

• How can we improve an existing campaign?

• How is the campaign impacting your site’s various goals?

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 FREQUENTLY ASKED QUESTIONS

Q: What does the Interaction Studio Web SDK code actually do?
A: The IS Web SDK places a first-party cookie for all visitors and can collect deep implicit and explicit behavioral data for both known and
anonymous visitors. This first-party cookie ID persists across sessions, and customers can supplement this identifier with additional known
identifiers (like an email address or universal ID) to help with identity management and resolution.

Data collected by the IS Web SDK includes the number of visits, visit length, page/URL views, time on page, time spent viewing products/
content, revenue, orders/conversions, and customer-defined actions (such as clicks within a page). In addition to collecting and cataloging
deep contextual and user data,the SDK can also render personalized experiences directly client-side or pass decisions to the page via a
server-side campaign, all in real time (<30ms).

Q: What does the Interaction Studio Web SDK look like?

A: The Interaction Studio Web SDK is typically no more than a single line of JavaScript code as seen in the example below. Customers can
generate their unique JavaScript code by logging into the IS solution and navigating to: Web > JavaScript Integration.
Here’s an example of the code snippet:

<script type=”text/javascript” src=”//cdn.evgnet.com/beacon/youraccount/dataset/scripts/evergage.min.js”>

</script>

Q: Do I need a developer to set up Interaction Studio?

A: Developers on your team, from Salesforce CSG, or from your implementation partner will help in standing up the solution for your
organization and building out initial use cases. From there, business users have the control to build and test campaigns with multiple
experiences, as well as use integrations with other Salesforce or external solutions to activate across channels.

Q: Do we need to host anything on premise?

A: No. Interaction Studio is a cloud-based, software-as-a-service (Saas) solution.

Q: Is Interaction Studio GDPR and CCPA Compliant?

A: Yes. Interaction Studio is GDPR and CCPA compliant.

Q: Is Interaction Studio compatible with REACT or SPA (single-page architecture) frameworks?

A: Yes.

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