Primary Use Case: Content & Channel Outreach

Background Overview

Efficient marketing automation relies on multi-channel content collaboration. PowerX CRM supports template management, content reuse, and channel scheduling to help operations teams maintain brand consistency while achieving multi-language, multi-region outreach. This primary use case focuses on "Content & Channel Outreach" to cover email, social media, SMS, and other channel operations.

Objectives & Value

• Template Reuse: Unified content assets to reduce production costs.
• Multi-language Management: Support translation, proofreading, and multi-region publishing.
• Channel Scheduling: Automatic scheduling and publishing per channel rules.
• Compliance Logging: Full audit trail for approval, publishing, and review.
• Data Loop: Collect interaction data from all channels for optimization.

Participating Roles

• Content Team: Writes templates and manages assets.
• Marketing Operations: Schedules, publishes, and monitors effects.
• Compliance Team: Reviews content for brand and regulatory compliance.
• System Agent: Schedules channels, collects data, and pushes alerts.

Primary Scenario User Story

As a marketing content operations, I want to uniformly manage multi-channel content publishing in CRM, so that I can maintain brand consistency and improve outreach efficiency.

Sub-scenarios Detailed

Sub-scenario A: Template Management & Multi-language Versions

• Roles & Triggers: Marketing staff create email templates and reuse dynamic content blocks; system auto-manages multi-language versions.
• Main Process:
  1. Create master template in content library with configurable variables and dynamic blocks.
  2. System auto-generates multi-language copies supporting translation workflow and review.
  3. After template passes compliance approval, publish to marketing campaigns.
  4. Template updates remind to sync related campaigns.
• Success Criteria: Centralized template management; synchronized multi-language versions; timely approval.
• Exception & Risk Control: Unapproved templates forbidden to publish; version conflict alerts; sensitive word detection.
• Indicators: Template reuse rate, translation cycle, approval pass rate.

Sub-scenario B: Social Media Scheduling & Data Collection

• Roles & Triggers: After social media plan scheduling, system auto-publishes per platform rules and collects interaction data.
• Main Process:
  1. Select target platforms (LinkedIn, Weibo, etc.), set publish time and content.
  2. System checks character count, images, topics per platform rules.
  3. Auto-publish at scheduled time; record exposure, interaction, click data.
  4. Data written back to campaign dashboard for analysis and optimization.
• Success Criteria: Accurate scheduling; successful publishing; complete data.
• Exception & Risk Control: Platform API exception auto-retry; sensitive topic alerts; permission control.
• Indicators: Publish success rate, interaction rate, scheduling conflict rate.

Sub-scenario C: Unified SMS/Push Outreach

• Roles & Triggers: SMS/push and other channels uniformly called by automation engine ensuring rhythm and content consistency.
• Main Process:
  1. Configure SMS/push nodes in journey specifying template and variables.
  2. System calls SMS gateway or push service to send messages.
  3. Record delivery, click, unsubscribe status; associate with user profile.
  4. Control frequency to avoid multiple messages to same user in short time.
• Success Criteria: High send success rate; controlled frequency; compliant unsubscribe.
• Exception & Risk Control: Gateway failure auto-switch to backup channel; real-time unsubscribe list sync; message content review.
• Indicators: Delivery rate, click rate, unsubscribe rate, frequency violations.

Sub-scenario D: Content Approval & Publishing Tracking

• Roles & Triggers: After content material approval, system updates brand asset library and retains audit trail.
• Main Process:
  1. Content submitted for approval; compliance team annotates online.
  2. After approval, auto-update asset library status and record approval chain.
  3. After publishing, generate audit log with publisher, time, and channels.
  4. Non-compliant content can be one-click withdrawn with notification to responsible person.
• Success Criteria: Smooth approval process; complete audit records; effective withdrawal mechanism.
• Exception & Risk Control: Approval timeout escalation; duplicate approval merge; asset library version control.
• Indicators: Approval time, rejection rate, withdrawal response time.

Scenario-level Test Cases

Test Preparation: Enable content template library, multi-language management, social media scheduling, SMS gateway, approval workflow, and audit logs. Prepare 1 Chinese/English template each, 2 social media accounts, and 1 set of primary/backup SMS vendors.

Use Case A-1: Template Multi-language Sync (Positive)

• Preconditions: Master template includes dynamic variable ; translation workflow configured.
• Steps:
  1. Create Chinese template and submit translation task.
  2. Review and publish.
• Expected Results:
  • English and Japanese copies auto-generated and enter translation task list.
  • After approval, copy status is "Available" with version number consistent with master.
  • Template update prompts sync modifications to copies.

Use Case B-1: Social Media Scheduling Execution (Positive)

• Preconditions: Plan to publish content on LinkedIn and Weibo; rule checking enabled.
• Steps:
  1. Set scheduled publish time.
  2. Wait for execution and check logs.
• Expected Results:
  • System checks character count and topic format meet requirements.
  • Auto-publish at scheduled time; record exposure and interaction data written back to CRM.
  • If platform fails, trigger retry and alert.

Use Case C-1: SMS Frequency Control (Positive)

• Preconditions: Same user SMS frequency limit is 3 messages/24 hours.
• Steps:
  1. Send 3 campaign SMS to same user.
  2. Attempt to send 4th.
• Expected Results:
  • First 3 sent successfully with delivery/click status recorded.
  • 4th blocked with提示"exceeds frequency limit".
  • System suggests using other channels.

Use Case D-1: Content Approval & Tracking (Positive)

• Preconditions: Content requires compliance team approval; audit enabled.
• Steps:
  1. Submit content for approval.
  2. Compliance annotates and approves.
• Expected Results:
  • Approval flow shows annotations; after approval, content status becomes "Publishable".
  • After publishing, generate audit log recording publisher/time/channel.
  • Can query complete history by content ID.

Use Case D-2: Non-compliant Content Withdrawal (Negative)

• Preconditions: Published content found containing prohibited words.
• Steps:
  1. Compliance clicks "one-click withdrawal".
• Expected Results:
  • Content immediately withdrawn from all channels; notify operations responsible person.
  • Generate remediation task and review report template.

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Related Resources

Business Domain: Marketing Automation

• Lead Nurturing - Journey design, content delivery, and human intervention
• Campaign Orchestration & Management - Visual campaign design, budget control, and real-time monitoring
• Lead Scoring & Assignment - Scoring models, distribution rules, and fairness analysis
• Testing & Conversion Optimization - A/B testing, funnel analysis, and best practice promotion

Other CRM Business Domains

• Customer Management - Customer lifecycle, segmentation, and lead management
• Membership & Loyalty - Member tiers, points, and engagement
• Sales Process - Opportunity management, quoting, and sales activities
• Customer Success - Case management, service delivery, and renewal operations
• Analytics & Revenue Intelligence - Sales forecasting, customer value analysis, and performance settlement
• Admin & Integration - Access control, workflow automation, and system integration

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