Social Engagement

1. Introduction to Microsoft Social Engagement
Presented By: Neville Foyn

2. Why social
engagement?
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01
According to a Microsoft provided statistic:
53% of people
Expect a social media response in less than an hour,
72% of people
When it is a complaint
-Why is this important?-

3. What is Microsoft
Social Engagement?
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Social Listening & Social Engagement
• Provides tracking of social media
• Information Analysis
• Drill down to specific posts
• Enhances that functionality by now allowing the user to reach out and
respond to users
• Manage posts as tasks with Queues and allocation to users as well as Case &
Lead integration to Microsoft Dynamics CRM
Tracking:
• Facebook, Twitter, Linkedin, Youtube, Instagram & Custom Sources

4. Social Engagement
Modules
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1. Search
• Create Category
• Add Search Topics
• Keywords
• Inclusions
• Exclusions

5. Social Engagement
Modules
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2. Analytics
Takes the results of your search setup and presents it in a reporting format
with the ability to apply additional filters and drill down on the data to specific
posts, then reply to the posts directly in the application

6. Social Engagement
Modules
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3. Social Centre
Create "Streams" of posts to be looked at and followed up on (Queue’s)
Allocate to specific people to follow up on
Convert directly into a lead or case for follow-up or workflow in CRM

7. Social Engagement
Modules
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4. Activity maps
• Buzz map
• Sentiment map

8. Social Engagement
Modules
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5. Social Selling
Uses machine learning to recommend posts to look at and share, there are
some parameters that can be defined to get it started

9. Social Engagement
Modules
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6. Message Centre
Trigger an email when certain criteria occurs such as a post meeting specific
criteria or a volume of a certain

10. Social Engagement
Modules
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Create as record in CRM
Specific posts can be created as records in CRM, for example a lead or case

11. page
010
Social Engagement
Getting Started
• 10 000 posts free limit, starts accumulating from search setup
• Fast Start
• Portal.Microsoft.com
• Social Engagement
• Setup Social Profiles
• Setup Search Criteria
• Wait for posts to build up

12. page
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Questions?