Social Automation & SCS
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Social Automation & SCS
Social Automation is designed to process social media content
Automation achieved
Perform workflow
Identify content of
interest
What is Social Automation
CONDITION(S) ACTION(S) RULE
Social Data Flow
Topic Profiles and Managed Accounts harvest posts from the Social Web
Social Hub Rules may be used to automate workflow
Using Managed Accounts, it is possible to publish to Facebook or Twitter from Social Studio or Salesforce
Social Hub
Topic Profile
Managed Account
Data Source
Post Content & Metadata
Metadata e.g. Post Labels, Status, or User Assignment
Reply to Social
Service Cloud
Social Studio Social Web Social Web
Incoming Post
Overview Social Data Flow
Social Networks Marketing Cloud Service Cloud
Listening Automation (Social Hub)
Manual Engagement
(Social Studio)
Apex Standard Objects
Agent-Facing UI
Connectors Publisher
Single Platform
No matter which tool you are using, you are always working with the same social content
For example, when responding to a post from Service or Sales Cloud, the response will be visible in Social Studio as well
Service Cloud
Sales Cloud
Radian6 buddy media Social Data Platform
Social Web
Social Data Pipe
SSO API
Users Social Accounts
Topic Profiles
Automation Rules
Settings & Preferences
Marketing Cloud
Social Studio
Use Cases
Sample Uses
IDENTIFY TWITTER INFLUENCERS Prioritize engagement with influential Twitter accounts
Conditions − Follower Count − Verified status − Author bio
Actions − Apply author label − Assign priority status high
ENFORCE SLA IN SOCIAL STUDIO Make sure your response times are in keeping with your service level agreement
Conditions − Actions have/have not
occurred since post was assigned/created
− Post was assigned more than X minutes ago
Actions − Assign post to manager − Alert manager by email
SEND POSTS TO SERVICE/SALES CLOUD Create Cases or Leads from social posts and respond to posts directly from Service Cloud/Sales Cloud via SCS Actions − Send to Salesforce (SCS)
VOLUME SPIKE ALERTS Set email alerts on the basis of a percentage change in volume or on reaching a specified volume Actions − Apply threshold alert − Set up by Professional
Services is recommended
Sample Uses
FIND & DELETE FACEBOOK PROFANITY Delete any offensive content from your Facebook page Condition − Content/Content library
contains match
Action − Delete from Facebook
TRANSLATE POSTS Translate foreign language posts to English, French, or Spanish; translated text is attached to post as a note Condition − Language is not English Actions − Translate post (works for
any language supported by Bing)
− Customer must have Bing credentials
CATEGORIZE POSTS Categorize posts on the basis of keyword matching, e.g. issue types or products mentioned Condition − Content/Content library
contains match
Action − Apply post label
REDUCE NOISE Remove noise from your feed, such as retweets, posts with hyperlinks, posts containing specific words Conditions − Retweet status is retweet − Post contains hyperlink − Content/Content library
contains match
Actions − Apply post label − Mark as spam
Why? Social and Support Struggle with Disconnected Tools
Customer Service Social Service Teams
Unable to view social conversations
Multiple solutions, teams, and metrics
Incomplete customer view
Inundated with social posts Disconnected systems with poor metrics Generic customer conversations
Tying Social to CRM Improves Internal & Customer Outcomes Three Key Benefits to Social CRM
Stronger ROI and Business Case
Greater Operational Efficiency
Improved Customer Experience
What Social in the Customer Success Platform Really Means Key Features of Social in Service Cloud and Associated Business Impact
Feature
Social Customer
Service Other
Providers
Business Impact
Create social case in Service Cloud ✔ ✔ Provide visibility of any issues on social to anyone engaging with the customer
Reply to social from Service Cloud ✔ ? Enable agents to reply from social or move to other channels as needed
Show unified cross-channel interaction history ✔ ? Provide holistic interaction history to best inform how to engage with the customer
Customizable CRM and third party data ✔ ? Ensure comprehensive view of the customer, including third party data sources
Post-to-case association logic ✔ ? Avoid case duplication that degrades reporting accuracy
Expose social metadata on cases ✔ ? Use social metadata (influencer, topic, sentiment) to route and prioritize cases
Leverage cross-channel knowledge base ✔ ? Improve service levels and streamline Knowledge Base maintenance efforts
Link of social persona to contact in CRM ✔ ? Enables sales / marketing to leverage data gathered in service interactions
Close social case in Service Cloud ✔ ? Ensure accurate reporting and interaction history for future reference
Customizable SLA monitoring / alerts ✔ ? Drive awareness and escalations to ensure SLAs are met
Social reporting (volumes, time to reply, etc.) ✔ ✔ Track social team workloads and adherence to SLA objectives
Social in customizable cross-channel reporting ✔ ? Show social case workloads and processing speed relative to other channels
Full Twitter content available at no extra charge ✔ ? Injecting Tweets from a 3rd party app into SFDC requires Premium Twitter contract
Related Documents
