Salesforce - Social Media Integration
Social Studio Automate:
Social Studio Automate augments your existing social platform functionality with the power of automation. It’s a rules-based and web-based software engine designed to process and sort social media content. With custom conditions and selectable actions, you can process, augment, sort, and direct incoming social media content for follow-up. You can manage content for individuals and teams across locations, brands or departments, all in a common interface with full planning and scheduling capabilities.
You can apply automated formulas for handling posts based on preset criteria. Each rule is composed of IF triggers, called conditions, with THEN outcomes, called actions, based on a filtered pool of posts, called a data source.
Rule creation starts with the data source and adds rules to apply conditions and actions.
You can automate the management of posts flowing through Social Studio, including both the creation of cases and leads in the Salesforce Service Cloud. Use Social Studio Automate along with Social Studio to reduce the manual handling of social media content.
Create rules to perform these actions:
- Process and sort social media content from multiple sources
- Find positive sentiment and automatically route them to your marketing as potential testimonials or for a personalized response
- Find all negative sentiments and route them to your customer service department for resolution
- Automatically populate a Salesforce Service Cloud case queue with negative sentiment posts
- Gather posts as sales prospects for your sales team
Data flows in from a managed social account or a topic profile data source and is sorted, classified, or processed based on predefined rules.
You can read more detail in the below trailhead link
https://help.salesforce.com/s/articleView?id=sf.mc_sh_common_use_cases.htm&type=5
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