Social CRM revamp and migrating to new social accounts

Social CRM revamp and migrating to new social accounts

Dear All,

We have revamped the social CRM to give you a better, intutive, and organized platform. Some of our new users may be already using the new UI and referring to the help documents for the same. However, its time to extend a uniform experience for all the users, as such, we will be migrating the old Social Accounts to the new version. 

This migration will take place in batches and we will begin the process next week starting with the US region. 

Here are the list of changes that you will see in the new UI. 
Brands Settings
Earlier, the social platforms - Twitter and Facebook, were displayed as separate tabs in the social setup page (Setup > Channels > Social), where you added the organization's social handles individually. 

Now, we have grouped them under one umbrella called "Brand Settings". Based on your subscribed edition you can create multiple brands and add your organizations Twitter and FB accounts under single brand. Creating multiple brands can be useful, if your organization uses separate social handles to promote different products or services. 

Admin Settings or Social Permissions
Earlier, you had to manage the social permissions of a user from the Setup > Users and Control > Security Control. 

Now, you can add the CRM profiles from the setup page by clicking the Admin settings tab (Setup > Channels > Social). The social permission is divided into three parts: social admin, social tab, and social profiles. You must individually add the profiles to each section depending on who in your organization manages the social media activities. 

Social tab
Earlier, Compose, Filter, Keyword tracking, Custom streams, Activity streams, and the CRM Setup were displayed in the Social tab. The interactions were categorized as Pings and Streams for each section: Open deals, Leads/Contacts, Unknown, and Customers.

Now the Social tab is categorized into four components: Dashboard, Monitor, Posts, and Activity log. 
In Dashboard, the Conversations and Messages are displayed under the respective tabs. Under conversation, you can view the posts, comments, mentions/direct mentions, likes, tweets, replies to the tweets etc. Under messages, you can see the private messages from customers on Twitter and Facebook.

In Monitor, you can create a view for a type of interaction of Twitter or Facebook and add it as a column. For example, you add a column for the Timelines under Twitter and view the related details, similarly you can create a view for page mentions under Facebook. This will give you a holistic view of all the details related to the timeline and mentions in one place. 

In Post, you can see the posts made by the customers for both the social channels. You can compose a post from this tab and choose the brand under which it should be posted, if your company hosts multiple brands. 

In Activity Log you can view the recent activities that were performed from the social tab. The posts are displayed in chronological order with the most recent post at the top. You can view:
  • Publishing Status on Facebook
  • Publishing Tweets
  • Replying to Tweets
  • Posting Comments
  • Replying to direct messages on Twitter and messages on Facebook.
Filtering conversations and messages
Earlier, the filter icon was displayed in the Social tab where you could filter and view the interactions in a particular network. 

Now, under Dashboards in the Social tab, you can filter the conversations and messages using three types of filters:
  • Network Filter - You can filter the posts based on the network. Posts from either Facebook and Twitter will be displayed.
  • Brand Filter - If you have more than one brand, you can use this filter to view posts from a particular brand. Brand filter is available for monitor, posts and dashboards.
  • Module Filter - You can filter to view the posts from Leads, Contacts, Accounts, Open or closed deals. You can view the posts from both standard and custom modules.
Regards,
Anumita Gupta