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Welcome to the Lionbridge App for Oracle Eloqua

1: Multilingual Marketing Lifecycle
2: How the Lionbridge App Helps You Manage Your Multilingual Marketing Lifecycle
3: Using this Guide
4: How to Contact Lionbridge Connector Support

4.1: Submitting a Support Ticket
4.2: Information to Include in a Support Ticket
4.3: Viewing and Updating Your Support Ticket in Zendesk
4.4: Signing Up for a Zendesk Account for Lionbridge Connectors
4.5: Getting a Zendesk Password if You Previously Emailed Lionbridge Connectors

Welcome to the Lionbridge App for Oracle Eloqua (App) version 2.1.1. The App is an Eloqua plug-in. It enables you to automate sending and retrieving assets from Oracle Eloqua for translation, which dramatically reduces the effort required to plan and execute successful multilingual campaigns.

1 - Multilingual Marketing Lifecycle

The multilingual marketing lifecycle is the broad process of selecting marketing content and campaign assets, sending them out for translation, and then receiving the translated content back from the translation provider.

This set of steps usually fits inside a larger, more general process called the content lifecycle, which is the process of creating, reviewing, editing, approving, and publishing content.

Together, this enhances your focus on key localization considerations, improves workflows, and keeps all content stakeholders involved. Combined, this creates your Global Content Marketing strategy, which is used to engage customers in every region you do business.

2 - How the Lionbridge App Helps You Manage Your Multilingual Marketing Lifecycle

The Lionbridge App for Oracle Eloqua (App) is a plug-in module for Eloqua. It provides a range of features and user interface enhancements in Oracle Eloqua that enable you to select, send, monitor, and retrieve content for translation into any language Oracle Eloqua supports.

These features automate the process, which dramatically reduces the effort and time required to export and re-import content that needs to be localized. This is very helpful when translating large volumes of content or ensuring that translated content is quickly re-imported to meet deadlines.

When you use the Lionbridge App, you manage your multilingual marketing lifecycle entirely from within Oracle Eloqua:

The Lionbridge App exports your content from Oracle Eloqua in XML format and delivers these content files to the Clay Tablet.
The Clay Tablet delivers your content to your translation providers, based on routing rules that your company chooses and the Lionbridge Connector Team implements.
When the translated content is ready, the Clay Tablet retrieves it from your translators and delivers it to the Lionbridge App.
The Lionbridge App automatically re-imports the content into the correct location in Oracle Eloqua.

You can then review, revise, reject, or approve the translated content as needed.

Note: Neither the Lionbridge App nor the Clay Tablet performs any translation. Similarly, the Lionbridge Connector Team does not provide any translation services. Your company chooses the translation provider that performs the translation.

3 - Using this Guide

Purpose of this guide

This guide describes how to use the Lionbridge App for Oracle Eloqua (App) to manage your translation lifecycle. It describes how to send out assets for translation and receive them back from translation.

Who should use this guide

This guide is intended for content editors, project, marketing, localization or translation managers, or others who are responsible for creating, editing, or approving assets for translation that reside in Oracle Eloqua. This guide is also useful for translation providers who receive content for translation from Oracle Eloqua, because it describes your company’s translation management process.

What your company setup should be

This document assumes that:

Your company already is using Oracle Eloqua.
The Lionbridge App has been registered, configured, and tested in your Oracle Eloqua environment.
The Lionbridge Connector Team has set up the Lionbridge CloudBroker for your company to use the Lionbridge App to send out content for translation from Oracle Eloqua.
The Lionbridge Connector Team has set up the Clay Tablet to send content to your translation providers.
Optional. Lionbridge is your company’s translation provider, and Freeway is already set up for your company.

What you should already know

This document assumes that:

You are familiar with the Lionbridge App’s configuration for Oracle Eloqua, and the reasons for choosing certain configuration options. This is important because your company’s configuration determines which features are available.
You have a strong working knowledge of Oracle Eloqua.
You are familiar with your company’s translation process and requirements.
You have valid user credentials to log into Oracle Eloqua.
You have the required permissions to access the Lionbridge App functionality described in this guide.

Note: Not all the features described in this guide may be available. Feature availability depends on both your company’s Lionbridge App setup and the roles to which you are assigned. If you cannot access functionality that you need, contact your company’s Oracle Eloqua administrator.

How this guide is organized

This guide contains the following chapters:

Chapter	Description
Welcome to the Lionbridge App for Oracle Eloqua	A brief description of the Lionbridge solution for Eloqua and how it fits into the translation lifecycle. It also includes information about this guide and Lionbridge Connector Team Support contact information.
Getting Started with the Lionbridge App for Oracle Eloqua	How to get started and an overview of the Lionbridge App interface.
Collecting Assets for Translation	How to collect Oracle Eloqua assets for translation.
Sending Assets for Translation	How to send out collected Oracle Eloqua assets for translation.
Monitoring Translation Status	How to monitor the translation status of assets and jobs that you sent out for translation, including archiving completed translation jobs.
Reviewing Translated Content	How to view and download translated assets.

How to find out more about the Lionbridge App for Oracle Eloqua

For information on setting up the Lionbridge App for Oracle Eloqua, read the Lionbridge App for Oracle Eloqua Setup Guide.

Documentation conventions

This guide uses the following conventions:

Convention	Description
Bold	Highlights screen elements such as buttons, menu items, and fields.
Courier	Highlights input, file names, and paths.
Italics	Highlights terms for emphasis, variables, or document titles.
>	Indicates a menu choice. For example, “Select Assets > Landing Pages.”

4 - How to Contact Lionbridge Connector Support

Email @: connectors@lionbridge.com

You can submit a support ticket either:

by email
from the Lionbridge Connector Zendesk page, using your web browser: https://connectors.zendesk.com/

4.1 - Submitting a Support Ticket

Do one of the following:
- Email connectors@lionbridge.com, and cc (carbon copy) anyone to include in the ticket correspondence.

Important: Include the information and attachments in your email that are listed in the sub-sections below.

Create a ticket in Zendesk:
- a. Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.
- b. Sign in to Zendesk.
  
  Note: If you do not have sign-in credentials yet, then click either Sign up or Get a password, and follow the onscreen instructions.
  
  Important: Include the information and attachments that are listed in the sub-sections below.
- c. Click Submit a request.
- d. In the CCs field, add anyone to include in the ticket correspondence.
Zendesk automatically creates a ticket and responds to everyone included in the cc field.

Everyone in the original cc receives updates unless they request to be removed from the ticket.

Important: Check your email spam folder (especially first-time Zendesk users) as sometimes email notifications from Zendesk are marked as spam.

When the issue is resolved, Lionbridge closes the ticket.

4.2 - Information to Include in a Support Ticket

client name
CMS or content system name and version
Connector or App version installed
name of job for which the issue occurs
date of job submission
detailed description of the issue
any error text–copy and paste, if applicable

Files to attach to the support ticket:

CMS log files for the date the issue occurred
Connector or App log files for the date the issue occurred
screen capture of the issue

4.3 - Viewing and Updating Your Support Ticket in Zendesk

Important: You must log into Zendesk to view your support tickets there.

Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.
Enter your credentials, and click Sign in.

Note: If you do not have sign-in credentials yet, then click either Sign up or Get a password, and follow the onscreen instructions.

After signing in, click My activities to view the tickets you opened or where you are cc’d.
To update tickets, you can reply or attach files.

For more information, refer to “Submitting and tracking support requests” in Zendesk’s Help Center guide for end-users, at: https://support.zendesk.com/hc/en-us/articles/203664386-Help-Center-guide-for-agents-and-end-users.

Important: Zendesk refers to a support ticket as a support request. These terms are interchangeable.

4.4 - Signing Up for a Zendesk Account for Lionbridge Connectors

You can create a new Zendesk account for Lionbridge Connectors.

Note: If you have previously emailed Lionbridge Connectors Support at connectors@lionbridge.com to create a support ticket, you can get a password for your email account. For detailed instructions, see “How to Get a Password if You Have Previously Emailed Lionbridge Connectors.”

Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.
Click Sign up link.

The Sign up page opens.

Enter your name and email address, and select I’m not a robot check box.
Click Sign up.

The Sign-up complete page opens. You will receive a verification email shortly with a verification link that enables you to sign in. If you do not receive an email within a few minutes, please check your junk or spam folder.
Click the link in the verification email to create a password and sign into Zendesk.

4.5 - Getting a Zendesk Password if You Previously Emailed Lionbridge Connectors

If you have previously emailed Lionbridge Connectors Support at connectors@lionbridge.com to create a support ticket, you can get a password for your email account.

To get a password:

Open the Lionbridge Connector Zendesk page in your browser: https://connectors.zendesk.com.
Click the Get a password link.

The Please set me up with a new password page opens.

Enter the email address from which you emailed Lionbridge Connectors Support (connectors@lionbridge.com).
Click Submit.

Zendesk sends you an email with instructions for creating your password.
Follow the instructions in the email from Zendesk to create your password.

You can now sign in to Zendesk to create, view and update your support tickets.