Social Hub Conditions, Actions, and Configurations Thilo Reinartz, Senior Marketing Consultant Contents OverviewWhat is Social Hub4 Social Data Flow5 Single Platform6 Use CasesSample Use Cases8 - 9 ToolsContent Libraries11Notifications12 Threshold Alerts13 Analyzer Scoring14 Classifiers15 Data Sources 17 Realtime Data Sources 18 Recent & Triggered Data Sources 19 Scheduled Data Sources 20 Historical Data Sources 21 Rules 23 Rule Design24 Priority Groups25 ConditionsIdentifying Content 27 Advanced Query Tool 28 Conditions Actions ResourcesContact Support 45 Resources Pro-tip Click on the Salesforce logo anywhere in the presentation to return to this slide. Only works in presentation mode or when converted to PDF. Social Hub Overview What is Social Hub Social Hub is a rules engine designed to process social media content Automation achieved Perform workflow Identify content of interest 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 e.g. Post Labels, Status, or User Assignment Reply to Social Service Cloud Social Studio Social Web Incoming Post 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 UsersSocial AccountsTopic 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 bySEND 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 Setalerts 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 Tools Content Libraries A way to search for many keywords in a single Condition Each library may contain up to 1,000 search terms Each search term may contain up to 5 words May apply proximity to multi-word search terms Use wildcard search (*) to broaden your query Wildcard search can not be used within multiword search terms With the exception and #, special characters are not supported Notifications Createtemplates with associated distribution lists Distribution list limited to 255 characters Limit of 360templates per tenant Use dynamic content in subject line and body ofDynamic content is specific to the social post that triggers thenotificationyour product doesnt work as advertised. I want my money back!Notification Subject: You have received a message from {author} Message: Please review the following message from {author} {content} {author} has {followers} followers.Received Subject: You have received a message from WillBlurb Message: Please review the following message from your product doesnt work as advertised. I want my money back! WillBlurb has 4 followers. Threshold Alerts Trigger threshold-basedalerts to pre-defined distribution list Put key stakeholders onalert 24/7 for potential crisis management Pinpoint spikes in posts on your properties or monitored keywords Set threshold criteria flexibly as absolute number or % change Customize thesubject and sender display so messages can be quickly recognized Please Note Threshold alerts cannot currently be configured via the Social Studio user interface Threshold alerts require setup via API Professional Services are available to set up and configure threshold alerts API-only Analyzer Scoring Analyzers may be used to score posts that are being sent to Salesforce Score may be used to in Salesforce workflow For example, create cases for posts with 110 points or more Note that the score may only be used in Salesforce Analyzers may contain up to ten conditions Each condition is assigned a point value The point score will be adjusted according to the assigned values (see example on the right) for each condition an incoming post matches Final score between -25 and 120 points Contains match in Content Library First Person Language 10 points Is a retweet -15 points Hyperlink exists in content -10 points Author Label is Employee -100 points Contains Match in Content Library Foul Language 10 points Incoming Post Starting Value = 100 points Classifiers Classifiers use natural language processing to classify social media posts Once trained, a Classifiers classification categories may be used as a Condition in a Social Hub rule Sample use case: Scholastic Aptitude Test With sat as a keyword in a Topic Profile, how do you distinguish between on-topic posts and noise? Sat may be used to refer to the Scholastic Aptitude Test, the past tense of to sit, or Saturday Once trained, the classifier is able to distinguish between the three uses of sat, allowing you to zero in on the conversations of interest SAT Scholastic Aptitude Test Past tense of verb to sit Abbreviation of Saturday Rules SATSitSaturday CLASSIFIER CLASSIFICATION CATEGORIES SOCIAL HUB POST LABELS Incoming Post Data Sources Defining the Feed Data Sources Data Sources define what social content Social Hub Rules are applied to Data Sources may contain Topic Profiles (broad listening) or Managed Accounts (owned and authenticated social properties) A Data Source may contain up to 50 Managed Accounts and up to 5 Topic Profiles Data Sources also define other aspects of how social posts are treated Time frame: when is a post looked at Limit keyword groups (Topic Profiles only) Limit media types (Topic Profiles only) Limit extended media types (Managed Accounts only) Realtime Data Sources Realtime Data Sources allow associated Social Hub Rules to act on social media posts as they are harvested Recent & Triggered Data Sources Recent Data Sources look at a moving window of time, from up to 72 hours ago to a few minutes ago Triggered Data Sources look for workflow updates to social posts up to 30 days old Recent and triggered Data Sources may be used in combination with Realtime Data Sources Permits layering of Social Hub rules Action of an individual user could be trigger Action of a Realtime Social Hub Rule could be trigger Scheduled Data Sources This type of Data Source permits associated Rules to fire on a fixed weekly schedule Historical Data Sources This type of Data Source allows running Social Hub Rules on social media posts that were published during a user specified period Between two dates Between two dates at a specific time each day Rules Automating Workflow Rules Social Hub Rules automate social Marketing Cloud workflow Rules consist of Conditions and Actions Condition if this Identify the desired subset of social data Action then that Perform Workflow Questions to consider: Which Conditions require an Action? What Action(s) is/are required? Rule Design What content should Social Hub identify? Which posts are you looking for and what attributes do they share? E.g. keywords of interest, Twitter follower count, or language There may be multiple categories Once identified, what should be done with posts of interest? Consider the Following Brand mention Twitter follower count is greater than 10,000 CONDITION(S) Attach source label Influencer Set engagement to Recommend Follow-up Assign to user XYZ ACTION(S) Assign all posts from individuals with a high follower count to an agent for review RULE Priority Groups To ensure that Social Hub Rules run in a specific order, use priority groups Priority Groups provide gating logic Social Hub tests incoming posts against Rules until it finds a match Social Hub then tests posts against Rules in the next Priority Group After prioritized rules have run, unprioritized rules run All Rules in a Priority Group must share a Data Source Conditions Identifying Posts of Interest Identifying Content Conditions are the user-defined criteria that a post must meet for a Social Hub Rule to fire Secondary Conditions define how the condition is applied (e.g. is/is not, is greater than/is equal/is less than) Tertiary Conditions are typically user defined keywords How Conditions work together is defined by operators (and/or/parentheses) Greyed out Conditions are unavailable in conjunction with realtime Data Sources Maximum of 10 Conditions per Rule Advanced Query Tool The operators that govern the interactions between Conditions may be changed by clicking on the Advanced Query Tool Conditions are identified as C1 to C10 Acceptable operators are and, or, as well as parentheses Clicking the Validate button ensures that the logic of the order of operations is sound Changing the Default Logic Conditions CONDITIONDESCRIPTIONREALTIME RECEN T ASSIGNMENTIdentifies posts that have been assigned to a specified user in the clients Radian6 environment. Search options are: Is Is not x AUTHORIdentifies posts published by a specified social handle. Search options are: Is Is not Starts with Contains Does not contain xx AUTHOR BIOPermits a keyword search of Twitter bios. Search options are: Contains string Doesnt contain string Contains phrase Doesnt contain phrase Starts with string Doesnt start with string Contains string (case sensitive) Doesnt contain string (case sensitive) Contains phrase (case sensitive) Doesnt contain phrase (case sensitive) Starts with string (case sensitive) Doesnt start with string (case sensitive) xx Conditions CONDITIONDESCRIPTIONREALTIME RECEN T AUTHOR LABELIdentifies posts with a specified author label. Search options are: Is Is not xx CLASSIFIEDIdentifies posts that match specified classifier categories. The set-up and training of a Classifier is a prerequisite for using this condition. Search options are: Is Is not xx CONTENTIdentifies posts that contain specific words or phrases. Keywords may be searched in the following manner: Contains string Doesnt contain string Contains phrase Doesnt contain phrase Starts with string Doesnt start with string Contains string (case sensitive) Doesnt contain string (case sensitive) Contains phrase (case sensitive) Doesnt contain phrase (case sensitive) Starts with string (case sensitive) Doesnt start with string (case sensitive) xx String based searches return a sequence of letters. E.g. the string red is a match for the words red, reduced and Fredericton. Phrase based searches return words in isolation. E.g. the phrase red is a match for the word red, but not reduced or Fredericton. Use wildcards (*) to easily broaden searches. Note that wildcards may not be used within multiword search terms. foo* sensitivity will match only foo sensitivity foo* will match foo, foot, food, etc PLEASE NOTE Conditions CONDITIONDESCRIPTIONREALTIME RECEN T CONTENT LIBRARYIdentifies posts that match search terms contained in a Content Library. This is a means of looking for many search terms in a single Condition. Setting up a Content Library is a prerequisite for using this Condition. Use wildcards (*) to broaden searches (see note above). and # to and hashtags. Search options are: Contains match in Does not contain match in xx HYPERLINKIdentifies posts that contain hyperlinks. Search options are: Exists in content Does not exist in content xx LANGUAGEIdentifies posts that match one of the languages listed in the dropdown menu. Search options are: Is Is not xx MEDIA PROVIDERIdentifies posts that match one of the media providers listed in the dropdown menu. Search options are: Is Is not xx Conditions CONDITIONDESCRIPTIONREALTIME RECEN T MEDIA TYPEIdentifies posts that match one of the media types listed in the dropdown menu. Search options are: Is Is not Secondary search options are: Blogs Facebook Forum Forum Replies Images Mainstream News MySpace Twitter Videos xx NOTEIdentifies posts whose notes contain user specified phrases. Search options are: Contains Doesnt contain x POST LABELIdentifies posts to which a user specified post label has been attached. Search options are: Is Is not x Conditions CONDITIONDESCRIPTIONREALTIME RECEN T POST PARENTIdentifies posts that do or do not have parent posts. Search options are: Exists Does not exist xx POST SENT TO SALESFORCE.COM Identifies posts that have been sent to Salesforce. Search options are: As case As contact As lead As post x POST TITLEIdentifies posts whose titles contain user specified keywords. Search options are: Is Is not Contains Does not contain Starts with xx PRIORITYIdentifies posts whose priority levels (low, medium, high) match the search criteria. Search options are: Is greater than Is less than Is equal to x Conditions CONDITIONDESCRIPTIONREALTIME RECEN T PUBLISH DATEIdentifies posts according to their publication time. Options are: Is greater than Is less than Secondary options are: 1 minute ago 2 minutes ago 3 minutes ago 4minutes ago 5 minutes ago 10 minutes ago 15 minutes ago 20 minutes ago 25 minutes ago 30 minutes ago xx Conditions CONDITIONDESCRIPTIONREALTIME RECEN T RADIAN6 CLASSIFICATION Identifies posts that match or do not match one of the specified classification categories. Search options are: Is Is not Secondary search options are: Company/Stakeholder mention Company outreach Customer case Customer lead Legal/Can not respond Legal financial Product/Service Complaints Product/Service Compliments Product inquiry Product review Recommendation or referral Sales lead Unclassified x Conditions CONDITIONDESCRIPTIONREALTIME RECEN T REGIONUses Radian6 region analysis to identify posts that are from or not from a specified country. Search options are: Is Is not xx RETWEET STATUSIdentifies posts that are retweets or posts that are not retweets. Search options are: Is a retweet Is not a retweet xx SENTIMENTIdentifies posts that meet specified sentiment criteria. Search options are: Is greater than Is less than Is equal to Secondary search options are: Positive Neutral Negative xx SOURCE LABELIdentifies posts with a specified source label. Search options are: Is Is not xx Conditions CONDITIONDESCRIPTIONREALTIME RECEN T SOURCE URLSearches posts for the source URL. Search options are: Starts with Contains xx SPAM RATINGIdentifies posts that match the specified spam rating. Search options are: Is spam Is not spam xx STATUSIdentifies posts that match a specified engagement status. Search options are: Is Is not Secondary search options are: New Content, not reviewed Reviewed, determining best response Recommend follow up Commented, awaiting reply Commented, closed Referred Resolved, no further action required Reviewed, closed, no further engagement required x Conditions CONDITIONDESCRIPTIONREALTIME RECEN T TOPIC PROFILEIdentifies posts that were ingested via a specified Topic Profile. Only Topic Profiles that are part of the Data Source may be selected. Search options are: Is Is not xx TWITTER FOLLOWERS Identifies tweets from handles with specified follower counts. Search options are: Is less than Is greater than xx TWITTER SOURCEIdentifies posts that were published using a specified publication tool. Search options are: Is Is not Starts with Contains xx USER ACTIONSIdentifies posts based on whether user actions have occurred. Search options are: User actions have occurred User actions have not occurred Secondary search options are: Since created Since last assigned x Conditions CONDITIONDESCRIPTIONREALTIME RECEN T USER ASSIGNMENT DATE Identifies posts that match the specified user assignment criteria. Search options are: Occurred more than Occurred less than Secondary search options are: 5 minutes ago 10 minutes ago 15 minutes ago 30 minutes ago 1 hour ago 1.5 hours ago 2 hours ago 5 hours ago 8 hours ago 16 hours ago 24 hours ago x VERIFIED STATUSIdentifies whether or not a post comes from a verified Twitter account. Search options are: Is verified Is not verified xx Actions Performing Workflow Actions ACTIONDESCRIPTIONMARKETING CLOUD*SERVICE CLOUD ADD AUTHOR LABELAdds a meta-data label viewable by internal users which is specific to the posts author (e.g. Twitter handle, Facebook account) x ADD NOTEAttaches a note to the social post viewable by all internal users that can see that social post. x ADD POST LABELAdds a meta-data label/post label to the post which is only viewable by internal users. xx ADD SOURCE LABELAdds a meta-data label viewable by internal users which is Source specific. In the case of Twitter this relates to a handle. In the case of blogs it relates to the website. xx APPLY THRESHOLD ALERT Trigger threshold-basedalerts to a user defined distribution list. Only possible via Social Hub. Set up via API (requires Professional Services). x ASSIGNMENTAssigns a post to any user in the clients Radian6 environment.x DELETE FROM FACEBOOK This action will delete natively from managed account Facebook Pages any posts, unpublished posts, comments, and replies that match the specified conditions. Once deleted, posts cannot be recovered. Only possible via Social Hub. x *Please note, Marketing Cloud refers to the suite of social media products, including: Social Studio, Social Hub, Social Account Manager, and Radian6 Analysis Dashboard Actions ACTIONDESCRIPTIONMARKETING CLOUDSERVICE CLOUD DETECT LANGUAGEIdentifies the language of a post.x REMOVE AUTHOR LABEL Removes a specified author label from posts.x REMOVE POST LABELRemoves a specified post label from posts.x REMOVE SOURCE LABEL Removes a specified source label from posts.x SCORE POSTApply an analyzer score to your post for prioritization in Service or Sales Cloudx SCORE SENTIMENTThis action automatically determines and sets the sentiment of the postx SENDSends a user specified stockto a predetermined distribution list. Select from anythat has been saved under theNotifications Tab in Social Hub. Social Hub only. x SEND TO SALESFORCE (SCS) Creates objects in the clients Salesforce.com Organization. Select from the following options: Create case Create lead x Social Studio Macro creation is planned for the April release. In the meantime, the Social API can be used to create a Lead Macro. APEX customization will be required to autocreate leads in SCS. PLEASE NOTE Actions ACTIONDESCRIPTIONMARKETING CLOUDSERVICE CLOUD SET PRIORITYSets the priority of a post. Options are: Low Medium High xx SET RADIAN6 CLASSIFICATION Sets the posts engagement type. Options are: Company/Stakeholder mention Company outreach Customer case Customer lead Legal/Can not respond Legal financial Product/Service Complaints Product/Service Compliments Product inquiry Product review Recommendation or referral Sales lead Unclassified x SET SENTIMENTAssigns a user specified sentiment value to a post. Options are: Positive Somewhat Positive Neutral Somewhat Negative Negative x Resources Helpful Links and Contacts Contact Customer Support Methods WEB TWITTER PHONEFind Support and Training resources on the Help and Training PortalHelp and Training Portal Ping us on Twitter Call us at our support team at To ensure timely service, please refer to the Best Practices for Contacting Customer Support Knowledge Article. Here you will find a list of items to include when submitting a case to Salesforce Marketing Cloud Customer Support.Best Practices for Contacting Customer Support Resources LINKDESCRIPTION Help & Training PortalSearchable Database of Help & Training Resources Social HubCollection of Documentation and Knowledge Articles Getting Started With Social StudioCollection of Social Studio Resources Social Studio User GuideWeb-based user guide Social Studio Mobile User GuideWeb-based user guide Social Studio MacrosWeb-based user guide Connecting Social AccountsWeb-based user guide Engage in Social StudioWeb-based user guide Analyze in Social StudioWeb-based user guide Topic ProfilesWeb-based user guide Resources LINKDESCRIPTION Radian6 Analysis Dashboard Quick StartCollection of Analysis Dashboard Resources Radian6 Topic Profile User GuideDownloadable PDF Radian6 Topic Profiles and KeywordsTraining Video Radian6 Topic Profile Optimization User GuideDownloadable PDF Radian6 Analysis Dashboard User GuideDownloadable PDF Radian6 Analysis DashboardTraining Video Radian6 Reporting User GuideDownloadable PDF Radian6 User RolesKnowledge Article thank y u