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User’s Guide
Microsoft Social Engagement 2015 Update 1
Version 2.0
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This document is provided "as-is". Information and views expressed in this document, including
URL and other Internet Web site references, may change without notice.
Some examples depicted herein are provided for illustration only and are fictitious. No real
association or connection is intended or should be inferred.
This document does not provide you with any legal rights to any intellectual property in any
Microsoft product. You may copy and use this document for your internal, reference purposes.
The videos and eBooks might be in English only. Also, if you click the links, you may be
redirected to a U.S. website whose content is in English.
© 2015 Microsoft. All rights reserved.
Microsoft, Excel, Internet Explorer, Microsoft Dynamics, Office 365, SharePoint, and Windows
are trademarks of the Microsoft group of companies. All other trademarks are property of their
respective owners.
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Contents
Get connected to the social conversation using Microsoft Social Engagement ............................. 5
What's new in Microsoft Social Engagement 2015 Update 1 ...................................................... 6
Get started with Social Engagement ............................................................................................ 8
Set your preferences for the user interface ........................................................................... 13
Get help with Social Engagement ........................................................................................... 15
Videos & eBooks ..................................................................................................................... 16
Administer Microsoft Social Engagement .................................................................................. 17
Integrate Social Engagement with Office 365 ........................................................................ 18
Set up Microsoft Social Engagement ...................................................................................... 24
Configure solution defaults .................................................................................................... 27
Understand user roles ............................................................................................................ 31
Assign permissions and user roles .......................................................................................... 33
Create and manage location groups ....................................................................................... 34
Integrate Social Engagement with Dynamics CRM ................................................................. 37
Connect Social Engagement to other domains ...................................................................... 38
Set up searches to listen to social media conversations ........................................................... 40
Create or delete a search topic .............................................................................................. 42
Add rules to a search topic ..................................................................................................... 46
Refine your search rules ......................................................................................................... 54
Manage the quality of your search results ............................................................................. 56
Organize topics in categories .................................................................................................. 60
Manage your post quota ........................................................................................................ 62
Analyze social data using widgets .............................................................................................. 65
Get relevant data using filters ................................................................................................ 68
Perform visual filtering on widgets ......................................................................................... 75
Understand widgets on the Overview page ........................................................................... 76
Find out what people are talking about ................................................................................. 80
Understand the public perception using sentiment analysis ................................................. 83
See the locations for the posts ............................................................................................... 86
Analyze the sources for the posts .......................................................................................... 92
Engage on social networks ......................................................................................................... 96
Manage social profiles ............................................................................................................ 96
Keep track of live data streams with Social Center .............................................................. 104
Drive business objectives using posts................................................................................... 107
Stay up-to-date with alerts ...................................................................................................... 112
View, create, change, or delete an alert .............................................................................. 112
Activate or deactivate an alert ............................................................................................. 115
Set a trend alert's sensitivity ................................................................................................ 115
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Work with posts ....................................................................................................................... 117
Data retention in Social Engagement ...................................................................................... 121
Accessibility for Microsoft Social Engagement ........................................................................ 122
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Get connected to the social conversation using Microsoft Social Engagement
There’s a good chance that your customers and stakeholders are talking about your company,
your products, or your services somewhere on Facebook, Twitter, YouTube, blogs – or anywhere
on the worldwide web. With Microsoft Social Engagement you can now stay on top of what
people are saying on social media about your products or services, so that you can respond
quickly and effectively address the issues with your products or services.
Microsoft Social Engagement collects data from social media websites and presents it to you in
easy-to-consume charts and graphs that you can use to spot emerging trends in people’s
comments, whether they’re positive, negative, or neutral. You can even drill down into the data
and find out who’s mentioning your company, products, or services, where they posted the
comment, and what they said. Armed with these insights, you can pinpoint what you’re doing
right, and address potential issues before bigger problems arise.
Before you start using Microsoft Social Engagement:
Read the latest Microsoft Social Engagement 2015 Update 1 Readme to know any late breaking changes to this release.
Read What's new in Microsoft Social Engagement 2015 Update 1 to know the list of features added or updated in this release.
Download the Social Engagement Translation Guide to know which languages Microsoft Social Engagement is translated into, which languages you can search on, and which languages are supported by sentiment analysis.
As a next step, you can review information about the features in Microsoft Social Engagement.
Get started with Social Engagement: Find important information to get around in Social Engagement and how to set user preferences. Administrators get help to set up Social Engagement for their organization.
Administer Microsoft Social Engagement: If you’re an Administrator, review this information to get your users set up quickly with the appropriate permissions. Learn how you can integrate Social Engagement with other services like Dynamics CRM or Microsoft Dynamics Marketing
Set up searches to listen to social media conversations: Capturing the right data for your business is a crucial step for the successful analysis of social media data. Follow the topics in this section to set up searches, refine their quality and organize them according to your needs. Find out more about keeping your post quota in a healthy shape.
Analyze social data using widgets: This section helps you to view the different areas to analyze the search results. See which filters are available to form a data set and how you can apply them to the various widgets.
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Engage on social networks: Interact with other users on social media and keep the conversations flowing. Create streams to follow the conversations that matter the most to you and reply to posts directly from within Social Engagement. Find out how you can connect a social profile with Social Engagement and share it with other users of the solution.
Stay up-to-date with alerts: Stay on top of what’s happening on the social web. Set up alerts that are sent directly to your inbox and know the details without any delay if something important happens.
Work with posts: Find out what people say about your topics on social media and take the appropriate actions. Learn what information is provided alongside with the contents of a post.
To quickly access help topics when working with Social Engagement, choose the question mark
and select Help.
See Also What's new in Microsoft Social Engagement 2015 Update 1
Get started with Social Engagement
Administer Microsoft Social Engagement
What's new in Microsoft Social Engagement 2015 Update 1 Welcome to Microsoft Social Engagement. Here's a list of features we added to Microsoft Social
Engagement 2015 Update 1.
If you’re new to Social Engagement, see Get started with Social Engagement.
Listen, analyze, and engage on social posts With the redesigned user interface, which puts the information up front, it’s easier than ever to
navigate and find the posts that matter to you, so you can analyze and take action on them. You
can now find the posts that matter to you, analyze them, and take action on those posts in a
single application. To reflect the addition of Social Center functionality, the product name has
changed to Microsoft Social Engagement.
Stay connected with your audience using Social Center Engage with your audience on Facebook and Twitter, directly from within Social Engagement.
With Social Center, you can create and share user-based streams to follow conversations and
collaborate when working with posts. Assign posts to other users and add custom labels to a
Tip
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post. You can also authenticate social profiles and reply to posts or direct messages in real time.
More information: Keep track of live data streams with Social Center
Analyze social data with widgets Clickable areas on widgets let you visually add or remove filters for quick and interactive
analysis. Additionally, you can now access posts from every page in Analytics, providing a
convenient way to read the actual contents. More information: Analyze social data using widgets.
Identify significant phrases in social posts Content analytics are key to understanding what people are talking about on social media.
We’re introducing the new Conversations page in Analytics to provide deep insights into the
content of the social conversations. We extract important phrases from all social posts in your
data set, not just a sample, to provide a clear view into what’s on the minds of your customers
and stakeholders on social media. More information: Find out what people are talking about.
Use filters across different areas Use powerful filters to slice and dice your data and use it in different areas of Social
Engagement. Newly added filters (such as the label filter and post types filter) put even more
power in your hands to define the data you want to see. More information: Get relevant data
using filters.
Set up search topics using multiple rules Search topics provide a more intuitive creation process, providing different types of search
rules. You can add Facebook pages and Twitter handles directly to a search topic, allowing more
consolidated search topics and analysis. Additionally, you can create and manage custom
categories to organize search topics according to your requirements. You can now check the
quota for all your search topics, single categories, or single search topics of your solution. The
quota feedback calculation on the estimated number of results now takes the selected sources
and search languages into account. More information: Set up searches to listen to social media
conversations.
Choose from two color themes You can display the user interface for the Analytics areas, Social Center, and Search setup in
either a light or a dark color theme. More information: Set your preferences for the user interface.
Explore Social Engagement with more multimedia content There’s more multimedia content added regularly to help you understand different aspects of
Social Engagement. To find a list of available videos and eBooks, see Videos & eBooks.
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See Also Get started with Social Engagement
Videos & eBooks
Get started with Social Engagement This topic introduces common user-interface elements and useful tips to work efficiently with
Microsoft Social Engagement. You'll get a basic understanding of the application’s logic and
conceptual approaches to help you get started working with the various features and areas.
Prerequisites To provide you the best experience with Social Engagement, we recommend keep your browser
updated to the latest version.
Supported browsers
At least Internet Explorer 10
Latest version of Google Chrome
Latest version of Mozilla Firefox
Latest version of Apple Safari
Supported mobile devices
Windows Phone 8.1 devices with Internet Explorer mobile
Apple iPad and iPhone running at least iOS 7 with Apple Safari browser
Tablets and phones running at least Android 4.2 with Google Chrome Mobile browser
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Sign in to Social Engagement
To access Social Engagement, you must have an Office 365 subscription and be assigned
as a Social Engagement user by your Office 365 administrator. This means that your
organization also needs to have a license for Social Engagement.
Sign in to your Office 365 portal and choose Social Engagement in your list of services.
Enter (or bookmark) the URL for your Social Engagement solution in your browser. If you aren't already signed in to Office 365, you'll be asked to enter your Office 365 user name and password. If your credentials are accepted, you'll be forwarded to Social Engagement.
Navigate the application’s main areas Use the bar at the top of the page to navigate between all of the different areas of Social
Engagement. The exact selection of pages available depends on the set of permissions that your
system administrator assigned.
The navigation controls are as follows:
App launcher: Quickly navigate to your Office 365 portal and select from your available services.
Open default page: Start a fresh analysis on Analytics > Overview and reset all active filters.
Navigation: Choose this icon to see the application areas and quickly switch to the area that you are looking for.
Sign out: Sign out from Social Engagement and your Office 365 user account.
User options: Get one-click access to the My Preferences area, and see further information about Social Engagement.
Help options: See context-sensitive help topics for the area you’re working in and quickly access the Social Engagement forums and support contacts.
Application areas: The main areas to work in Social Engagement.
Search Setup: Create and edit search topics, defining the posts that Social Engagement acquires. Get an overview on your solution’s data acquisition status and its progress
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towards the post quota. Maintain lists of blocked content to optimize the quality of your data. More information: Set up searches to listen to social media conversations
Analytics: See widgets showing the data in your solution. Switch between different pages in Analytics to see more detailed information about the areas that matter the most to you. Add filters to slice and dice your data according to your business requirements. More information: Analyze social data using widgets
Social Center: Create and manage real-time streams of posts that match a selected data set. Depending on your user role and license type, you can share streams with other users of your solution. More information: Keep track of live data streams with Social Center
Message Center: Create and manage alerts to get the most recent posts or significant changes delivered to via email to the specified recipients. More information: Stay up-to-
date with alerts
Social Profiles: Manage social profiles that you own or that were shared with you to engage with your audience directly in Social Engagement. More information: Manage
social profiles
Settings: All users can define how the application displays for them. Administrators can manage user roles, set system-wide settings, and configure many more options. More information: Set up Microsoft Social Engagement
Help: Visit the Microsoft Social Engagement Help Center (opens a new website) to see the latest help topics. More information: Get help with Social Engagement
Get around in the Analytics area In most cases, the first thing you’ll see when you sign in to Social Engagement is the Analytics
area. By default, you’re looking at a data set that contains all posts gathered by all search topics
in the specified time frame.
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All pages in the Analytics area share the following structure:
Analysis focus: Define what data your current analysis focuses on and select a search topic, a category of search topics, or all search topics. You can switch between the different options at any time to narrow or extend your data set.
Filter section: Add or edit filters to slice and dice your data set according to your needs. At a glance, see which filters are applied to your current data set and quickly edit or remove them.
More options: Quickly create an alert from the Analytics area.
Time frame: Choose the dates you want to analyze your data. You can select a custom date or predefined values.
Data summary: See the number of posts and the trend of your current data set.
Page navigation: Navigate between the different pages of the Analytics area. Each page provides a more detailed view on key aspects of your data.
Overview: See at a glance what’s happening in your selected data set before you drill down into the more detailed pages. More information: Understand widgets on the
Overview page
Conversations: Find out which phrases are driving the social conversations in your data set. See more detailed analysis about trending phrases and dive into the posts that mention them. More information: Find out what people are talking about
Sentiment: See the public perception of the posts towards a search topic. Find out which phrases get mentioned in a positive or negative context and track your sentiment index over time. More information: Understand the public perception using sentiment
analysis
Location: Gain insights about the geographical location of authors and posts and learn more about where the social conversations are most active. More information: See the
locations for the posts
Sources: Find out which sources are most actively used in your data set. See detailed analysis and drill down into the details of source-specific analysis. More information: Analyze the sources for the posts
Dynamic widgets: This area of the page contains widgets that display only when certain criteria is present. For example, a map on the Location Insights widget shows if you select filters that may include posts with location data. Whenever you change your data set by editing filters or changing the analysis focus, the widgets may refresh with the updated data, may disappear if the display conditions are no longer met, or may appear if the display conditions apply. More information: Analyze social data using widgets
Static widgets: The widgets on this area of the page are constantly displayed. Whenever you change your data set by editing filters or changing the analysis focus, the widgets refresh with the updated data. More information: Analyze social data using widgets
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Post list: Expand this area to see the most recent posts that match your current data set. Update your data set or your time frame or load more posts to dive deeper into the contents. Take action and engage with your audience directly from within the application.
Get around in the settings area Administer your Microsoft Social Engagement solution and set the options for your solution and
its users. To set up your solution and get your users started quickly, see Set up Microsoft Social
Engagement.
Page navigation: Navigate between the different pages of the settings area. Each page enables you to set options that apply system-wide, or to individual users only. Depending on your user role, you may not see all pages in the area.
a. My Preferences: Define how the application displays for you. The values are initially set by an Administrator but you can change the defaults according to your requirements. More information: Set your preferences for the user interface
b. Solution Defaults: Administrators can set system-wide defaults that apply to all new users and newly created search topics. More information: Configure solution defaults
c. User Management: Administrators define permissions and roles for the users of their solution. More information: Understand user roles
d. Location Groups: Define groups of countries/regions that you can use as filters to narrow your data set. More information: Create and manage location groups
e. Allowed Domains: Set the options for the domains that are connected to your solution and can request its data. More information: Connect Social Engagement to other domains
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Page caption: Read a quick summary about the page’s purpose and what you can do on the page.
Settings options: Set the values on the settings pages according to your requirements.
Privacy notices Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
Microsoft Social Engagement stores customer search configurations and data curations in
tenant-separated databases (customer data). The customer data is then cached on the server
side in an internal application, to allow common retrieval indexing for the sole purpose of
maximizing solution performance.
Access to index cached data (customer data) is handled exclusively by the internal application,
and does not allow users to access or modify index cached data interactively in the internal
application. After a subscription license agreement is terminated, customer index cached data is
removed after a period of 180 days, according to our data retention policies.
See Also Configure solution defaults
Set up searches to listen to social media conversations
Set your preferences for the user interface When Administrators set up Microsoft Social Engagement, they define default values that apply
to all users of the same solution. However, you can override the Administrator’s defaults to
display the user interface according to your requirements. For your Social Engagement profile,
you can select the following:
Screen language
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Default time frame for your analysis
Preferred color theme
Date and time format
Number format
Edit or reset your user preferences
1. On the nav bar, choose the Settings icon > My Preferences.
--OR--
Navigate to Settings > My Preferences.
2. On My Preferences, choose Set your Preferences.
3. In the drop-down menus and dialog boxes, set your options.
4. To reset the values, choose Reset to Defaults at the bottom of the page.
Option What you can do
Screen language Choose the language that the application will
be displayed in.
Date and time format Set the default date and time format for charts
and graphs in the dialog box.
Theme Choose between a light and a dark color theme
for your user interface.
Number format Choose from a predefined set of option to
display numbers on the user interface.
Default time frame Set the default time frame to present data in
your charts and graphs for analysis. You can
change the time frame at any time.
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See Also
Get started with Social Engagement
Configure solution defaults
Get help with Social Engagement We have multiple ways to help you get started with Microsoft Social Engagement.
Videos and eBooks: Take a look at the Videos & eBooks to learn more about Social Engagement.
First things first: Find help for relevant tasks for your user role when you sign in the first time.
To see the tasks after your first sign-in, go to the Analytics area and choose the question
mark in the nav bar and select First things first.
User’s Guide: Download a PDF file to keep help contents handy in a single file.
Access help topics
Social Engagement redirects you to context-sensitive help topics associated with the page you’re
working with when you access help through the nav bar.
1. On the nav bar, choose the question mark icon .
2. In the drop-down menu, select Help.
See Also
Get started with Social Engagement
Set up searches to listen to social media conversations
Set up Microsoft Social Engagement
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Videos & eBooks
Check back regularly on our YouTube channel to view the latest videos about Microsoft
Social Engagement. More information: Microsoft Social Engagement YouTube channel
Get started
Analytics Deep Dive (4:25)
Understanding Sentiment (3:50)
Managing Alerts (3:23)
Setting Up Search Topics (3:33)
Tuning Search Topics (5:38)
Managing Users and Settings (3:15)
Understanding Quotas (1:41)
Identifying Influencers (2:32)
Working with Posts (2:07)
eBook: Introducing Social Engagement
eBook: Microsoft Social Engagement for CRM
eBook: Set Up a Social Engagement Search for Your Product
Sales boosts from social engagement
Spring ’14 Sales Scenarios (3:16)
eBook: Microsoft Social Engagement for CRM
eBook: Social is for Closers
Marketing boosts from social engagement
Spring ’14 Marketing Scenarios (5:31)
Tip
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eBook: Increase your impact with Microsoft Dynamics Marketing
eBook: Introducing Social Engagement
eBook: Microsoft Social Engagement for CRM
eBook: Your Brand Sux - See how you can enhance your marketing efforts and brand
management through social engagement.
eBook: Social is for Closers - Learn how social engagement can help you find new
opportunities.
Customer care boosts from social engagement
Customer Care Scenarios (5:31)
eBook: Your Brand Sux - See how social engagement helps you better manage your
customers.
Administer Microsoft Social Engagement Setting up the solution for your users is crucial for the effective usage of Microsoft Social
Engagement. To learn more about the main tasks for administering your solution, review the
topics listed here.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Manage your subscriptions in Office 365 Get to know how you can give users access to Social Engagement and how you can add user
licenses and post quota to your subscription. More information: Integrate Social Engagement with
Office 365
Understand user roles in Social Engagement There are two types of user roles in Social Engagement: Configuration roles and Interaction
roles. Assign users of your solution the appropriate roles for analyzing data and engaging
publicly on social media. More information: Understand user roles
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Set solution defaults for other users To get your users started quickly with Social Engagement, define default values for their search
configuration and the look and feel of the application. More information: Configure solution
defaults
Set up searches Defining relevant search topics is one of the most important concepts when using Social
Engagement. Learn how you gather relevant posts, refine your search topics, and make sure you
stay within the post quota. More information: Set up searches to listen to social media conversations
Create and manage location groups Social Engagement comes with a predefined set of location groups. To maintain your own set of
location groups for your solution, you can create custom location groups. More information: Create and manage location groups
Integrate Social Engagement with Dynamics CRM Display charts and lists from Social Engagement in other applications. Currently, you can add
Social Insights to Microsoft Dynamics CRM 2015 and Microsoft Dynamics Marketing. More
information: Integrate Social Engagement with Dynamics CRM
See Also Integrate Social Engagement with Office 365
Integrate Social Engagement with Dynamics CRM
Get connected to the social conversation using Microsoft Social Engagement
Integrate Social Engagement with Office 365 Using Microsoft Office 365, you can manage Microsoft Social Engagement user licenses and
other services.
This section is intended for Microsoft Social Engagement administrators interested in
exploring Office 365 services and how to integrate it with Microsoft Dynamics CRM or to
connect Social Engagement to other domains.
Note
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Prepare your organization
Before you can use Social Engagement, you need to create an Office 365 tenant for your
organization.
1. Sign up on Office 365.
2. Follow the wizard to create your organization and your administrator account.
3. Optionally, select the number of users that you plan to provide access for.
4. Optionally, select add-ons to enhance your post quota.
5. Complete the purchase process to start provisioning Social Engagement.
It takes a few minutes to complete the provisioning process before you can access Social
Engagement. You’ll receive an email when it’s set up. In the meantime, consider
creating users or assigning licenses to users. If you don’t find a shortcut in the Office 365
nav bar to Social Engagement, verify that a Social Engagement license is assigned to you.
We recommend that you share your Microsoft Social Engagement solution URL with your users
and ask them to save it as a bookmark.
If you’re looking for Social Engagement, the URL contains your organization’s appID and will look
like this: https://listening.microsoft.com/app/<appID>.
For step-by-step instructions on adding a service to an existing Office 365 subscription, see Buy
or try subscriptions for your organization.
Access Social Engagement from the Office 365 admin center
Manage your provisioned Social Engagement online services by signing in to the Office 365
admin center.
1. In the browser of your choice, open https://portal.office.com.
2. Sign in with your Social Engagement account, for example, [email protected].
For more information and to learn about key administration features, see About the Office 365
admin center - Admin Help.
Note
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Purchase licenses or add other O365 plans
You can purchase and add licenses and other plans to your subscription any time. You must be a
global or billing administrator for your company’s account to purchase licenses or add other
Office 365 plans to your subscription in Office 365 admin portal.
1. In the Office 365 admin center, click purchase services.
2. Select the Microsoft Social Engagement add-on or user licenses you want to purchase and click the Add button.
3. Customize your order by choosing the number of licenses you’d like to order. You have optional add-ons to select from before you check out. Once you have the number of licenses you want, choose check out.
4. Follow the checkout procedure to confirm your purchase. More information: Microsoft
Dynamics CRM pricing and licensing
Invite users
Enable a user by assigning a license to the user.
You must be your company’s Office 365 administrator to perform this task.
1. In the Office 365 admin portal, choose users and groups > active users and select the user.
2. In Assign Licenses, select the Microsoft Social Engagement check box.
3. Choose the Save button. More information: Assign or remove licenses.
Create users
While managing your subscription to Social Engagement through the Microsoft Online Services
environment using the Office 365 admin portal, you need to create a user account for every user
who requires access to Social Engagement. To learn more about how to view, modify, and
delete subscriptions in Office 365, see Manage a subscription.
Note
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For step-by-step instructions about how to assign user licenses in Office 365, see Assign a license
to a user.
Assign licenses
You must assign a license to each user account before users can access the online
service. You can do so either when creating the user account or at the later stage.
Irrespective of the type of license assigned to a user, as an administrator you can always
modify the user’s rights to use certain features. More information: Assign permissions and
user roles.
Microsoft Social Engagement offers two types of licenses for the users:
Microsoft Social Engagement Professional license
Microsoft Social Engagement Enterprise license
Enterprise license provides users with additional functionality compared to Professional
licenses. The following table lists the significant differences between the two licenses.
Your Social Engagement instance can have a combination of Professional and Enterprise
users and you can remove or switch existing licenses based on your changing business
requirements.
Feature
group
Feature Professional
license
Enterprise
license
Comments
Social Center Social Center
and available
streams
Limited to two owned streams per users.
No limits on the number of streams a user can own.
Able to share streams.
Stream addition is
regulated by the
specific user roles.
More information: Understand user roles
Stream share No. Can only
receive shared
streams.
Yes. Unlimited
stream sharing.
Stream sharing is
regulated by the
specific user roles.
More information: Understand user roles
Note
Important
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Feature
group
Feature Professional
license
Enterprise
license
Comments
Tag post with
labels
Yes Yes Tagging is regulated by
specific user roles.
Depending on the user
role, the user can
define the labels
himself, or use the
defined labels to assign
it to posts. Every post
can have only one
label.
More information: Work with posts
Assign post to
another user
No. Can only
filter post by
assignee.
Yes. Can assign
posts to both
Professional and
Enterprise
license users.
Social Profiles Yes Yes Professional and
Enterprise license users
are able to setup and
authenticate social
profiles
(Facebook/Twitter)
depending on their
user role.
More information: Manage social profiles
Reply Yes Yes Depends on Understand
user roles.
Private
messages
Yes Yes Users are able to view
and search for private
messages on the social
profiles that have been
authenticated and
allowed for acquisition
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Feature
group
Feature Professional
license
Enterprise
license
Comments
by the owner.
Remove or switch licenses
To get the maximum benefits of your Social Engagement instance, you might consider upgrading
or downgrading user licenses based on your changing business requirements. When you create
an Office 365 user account, you normally assign a license to that user so that they can use certain
features.
Since the Enterprises license offers more features, downgrading an Enterprise user to a
Professional user can have consequences with the user potentially losing more assets
than in an upgrade scenario.
Before you can change the license assigned to a user, you must remove the assigned license,
delete the related user account in Social Engagement, and create a new account for the user.
Removing the license of a user from Social Engagement deletes all related custom settings,
alerts, and any owned or shared streams. In addition, users having shared streams from the
deleted user will lose those streams as well. Deleted custom settings can’t be restored. Search
topics owned by a removed user will persist. You must be your company’s Office 365
administrator to remove a user license.
1. In the Office 365 admin portal, choose users and groups > active users and select a user.
2. In Assign Licenses, clear the Microsoft Social Engagement check box.
3. Choose the Save button.
You can also delete users on the Office 365 admin portal. When you remove a user from
your subscription, the license assigned to that user automatically becomes available to
be assigned to a different user. If you want the user to still have access to other
applications that you manage through Office 365, for example Microsoft Exchange
Online or Microsoft SharePoint, don't delete the user. Instead, simply remove the Social
Engagement license you've assigned to the user.
Note
Note
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Check your Office 365 service health
You can quickly get real-time status of all your Office 365 services.
1. Sign in to your Office 365 admin center.
2. Select service health, and then choose planned maintenance to see if any events are planned for your subscription.
Privacy notice
Microsoft Social Engagement uses session cookies to allow users to move from page to page
without having to sign in again on each page. At the user’s direction, we may use cookies to
store credentials to facilitate authentication for future sessions.
Session cookies are essential to operate Microsoft Social Engagement; there is no option to opt
out of these cookies. However, sign-in cookies are stored only at the user’s request.
If you designate a Microsoft partner (for example, by trying or purchasing Microsoft Social
Engagement in response to a partner request or quote, or by designating a partner to assist in
the use or administration of Social Engagement), Microsoft will make your information available
to the partner as you direct.
See Also
Get started with Social Engagement
Assign permissions and user roles
Integrate Social Engagement with Dynamics CRM
Connect Social Engagement to other domains
Set up Microsoft Social Engagement This topic explains what the Administrator for your organization does to set up Microsoft Social
Engagement.
Set solution defaults
You need to set up Microsoft Social Engagement to enable your users to work with Social
Engagement data. Begin by setting the system defaults. You need to be a Social Engagement
Administrator to perform this task.
1. Navigate to Settings > Solution Defaults.
2. In Solution Defaults, set your options.
25
Option What you can do
Name Edit the name of your solution.
Screen language Set the default language for the user interface.
Default time frame Define the default time frame for your users’
analysis.
Date and time format Set the default date and time format. To edit
the current values, choose Edit.
Number format Select the number format from a predefined
set of options to display numbers on the user
interface.
Search languages Set languages for your search. The search
topics will look for posts in the languages you
choose. Choose the Add button, select the
language, and then choose Save button.
Search setup filters Select the sources and languages that are
selected by default for new keyword search
rules in your search topics. Select the filters,
and then choose Apply.
Status Labels Define labels that users can assign to posts. To
add a new label, choose the Add Status Label
button and then choose Apply. More
information: Configure solution defaults
The default values apply to all users for your organization. However, users can override
the default settings for their account by editing them in Settings > My PREFERENCES. .
Set up your first search topic and add rules
After setting up your system defaults, define your first search topic to have data available to
analyze. Think about what topics are relevant to your users. The number of queries for a topic
isn’t limited, and you can edit your rules any time.
Note
26
1. Navigate to Search setup.
2. In the SEARCH TOPICS pane, choose Add search topic icon .
3. Name your search topic and assign a category.
4. Under RULES, choose Add rule icon .
5. Select the rule type you want to add and configure the rule.
6. In the rule pane, choose CONTINUE to see an approximate number of posts you can expect from this rule. If the rule is within your post quota, you’ll be allowed to save it. Otherwise, a message will appear indicating that you exceeded the quota.
7. Optionally, repeat from step 4 until you have added all required rules for this search topic.
8. In the SEARCH TOPIC SETTINGS area, choose SAVE icon to save the search topic and start data acquisition.
You can create an unlimited number of search topics to meet your requirements for
Microsoft Social Engagement. However, make sure that you stay within your post quota
to keep data acquisition up and running. More information: Set up searches to listen to
social media conversations
Privacy notices
Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
Note
27
Microsoft Social Engagement stores customer search configurations and data curations in
tenant-separated databases (customer data). The customer data is then cached on the server
side in an internal application, to allow common retrieval indexing for the sole purpose of
maximizing solution performance.
Access to index cached data (customer data) is handled exclusively by the internal application,
and does not allow users to access or modify index cached data interactively in the internal
application. After a subscription license agreement is terminated, customer index cached data is
removed after a period of 180 days, according to our data retention policies.
See Also
Administer Microsoft Social Engagement
Configure solution defaults
Set up searches to listen to social media conversations
Assign permissions and user roles
Configure solution defaults Define system settings that apply to the whole organization, like solution name, search topic
parameters, labels for social center, or a custom link to a privacy statement. Set default, values
like date and time format, default screen language, or color theme for your Microsoft Social
Engagement solution, enabling your users to start efficiently.
You need to be a Social Engagement Administrator to perform this task.
If you aren’t an Administrator, you can only override the default values for how Microsoft Social
Engagement is displayed for you in My Preferences. More information: Edit your user preferences
Edit the solution name
Your solution name is used for reference in various areas of the application, for example on the
nav bar, or while generating alerts and notification emails, or exporting the content.
1. Navigate to Settings > Solution Defaults.
2. Enter the new name for your solution in the Name text box, and then choose Apply.
Edit the default date and time format
You can use the available date and time format or customize it. All charts and analysis will
display the selected date and time format.
Note
28
1. Navigate to Settings > Solution Defaults.
2. Choose Edit in the Date and time format section.
3. Update your settings, preview the result, and choose Confirm to save your changes.
Edit the default screen language
You can set the default language of the user interface for all users of your solution.
1. Navigate to Settings > Solution Defaults.
2. Select the screen language from the Screen Language drop-down list.
3. Choose Apply to save your changes.
Add or remove search languages
You can select the languages you want to have available when you set up or edit a keyword
search rule in a search topic.
1. Navigate to Settings > Solution Defaults.
2. Under Search languages, choose Add icon and select the languages you want.
Tip The more search languages you add, the more posts your keyword search rules
may find. For more information on the supported languages, see the Microsoft
Social Engagement Translation Guide.
1. Navigate to Settings > Solution Defaults.
2. Under Search languages, choose Delete next to the language that you want to remove.
Caution Removing search languages may have the following impact on existing search
Add search languages
Remove search languages
29
topics and rules:
Search rule gets updated: The removed search language is removed from search rules with multiple active search languages.
Search rule gets deleted: If the search rule consists only of the removed search language, the rule is removed from the search topic.
Search topic gets deleted: This occurs if the search topic consists only of search rules in the removed language.
Define defaults for new search topics
If you’re an Administrator, you can define defaults for new search topics. Select the sources and
languages that are selected by default for new search topics. Users that create new search
topics can either use your provided defaults for their search topics or override your settings
when they set up search topics.
1. Navigate to Settings > Solution Defaults.
2. Under Search setup filters, select the sources and languages that you want to provide as default values for new search topics.
3. Choose Apply.
Link to a custom privacy statement
As an Administrator, you can decide about the privacy statement for your users and its linked
URL for your Social Engagement solution.
1. Choose Show link to privacy statement.
2. Enter the URL of the privacy statement in the input field URL to show in this Social Engagement solution.
3. Optionally, to verify that the entered URL works, choose Test URL.
4. Choose Save URL to save your changes.
Show the link to the privacy statement
30
1. Choose Don’t show link to privacy statement.
2. Choose Apply to save your changes.
Manage labels for posts
Define labels to classify posts. Labels are a quick and easy way to assign a status to a post and
allow you to add visual markers for a post.
Users must have a Social Engagement Enterprise User License and at least a Responder
Engagement Role to assign labels to posts.
1. Navigate to Settings > Solution Defaults.
2. Under Status Labels, choose Add Status label icon .
3. Select a color from the Color drop-down list; add a description for your label in the Description text box, and then choose Apply to save the label.
Tip
To discard changes when editing status labels, choose Reset at the bottom of the page.
To change an existing label, edit the color or the description in the labels list and choose
Apply to save your changes.
To remove a status label, choose Delete next to the label description, and confirm
your deletion.
You can re-arrange the order of the labels by using the chevron controls on the right of
the label description.
See Also
Set up searches to listen to social media conversations
Get started with Social Engagement
Set your preferences for the user interface
Hide the link to the privacy statement
Note
31
Understand user roles You can assign roles with appropriate permissions for the users of your Microsoft Social
Engagement solution. Every user can be assigned two sets of roles, configuration roles and
interaction roles. This provides administrators with the flexibility to manage the user roles and
permissions and give users the functionality they need.
To assign and edit user roles, go to Settings > User Management.
Settings page is visible to Administrators only.
Every invited user should be assigned the two types of roles. The configuration role defines
permissions to set up search topics and to configure the application. The interaction role defines
the permissions to collaborate with other users of the solution and to engage on social media
from within the application. An Administrator needs to confirm the automatically assigned
Analyst and Reader role to an invited user, or update the user role. Microsoft Social Engagement
User roles set in Microsoft Dynamics CRM don’t apply to Social Engagement. You’ll need
to set roles in both Social Engagement and in CRM. A user can have a different role in
each application.
If there are Newly invited (Analyst/Reader) users in the solution, Administrators will
receive a notification when accessing the Settings area.
Configuration user roles
The following table shows the Analyst, Power Analyst, and Administrator configuration roles and
their permissions.
Permissions Analyst Power Analyst Administrator
View all analysis Yes Yes Yes
Edit sentiment value for
posts
Yes Yes Yes
Delete posts No Yes Yes
Exclude/Delete authors No Yes Yes
Create and edit search
topics
No Can only edit
owned search
topics.
Yes
Note
Important
32
Permissions Analyst Power Analyst Administrator
Create and edit location
groups
No Can only edit
owned location
groups.
Yes
Manage user roles No No Yes
Exclude sources and
terms
No No Yes
Create and manage
alerts
Yes Yes Yes
Set solution defaults No No Yes
Interaction user roles
To enable users to interact with a post from within Social Engagement, administrators can assign
the appropriate interaction roles. Typically, a user with a Manager role defines streams and
shares them with other users. Readers just want to keep track of the conversations and posts
assigned to them, while Responders tend to take action on a post.
Permissions Reader Responder Manager
View streams Yes Yes Yes
Manage social profiles No Yes Yes
Edit labels on posts No Yes Yes
Edit post assignments No Yes Yes
Manage streams No No Yes
Engage on a post No Yes Yes
See Also
Administer Microsoft Social Engagement
Integrate Social Engagement with Office 365
33
Assign permissions and user roles
Assign permissions and user roles Manage user permissions by assigning user roles for newly licensed users and editing user roles
for existing users. Learn how to contact licensed users by email in Microsoft Social Engagement.
You must be a Social Engagement Administrator to perform these tasks.
Assign a role to a new user
1. Navigate to Settings > User Management.
2. In the User list, select Newly invited (Analyst) from the drop-down menu and choose the Edit button.
--OR--
In the notification under the nav bar, choose Invited users.
3. Optionally, select multiple users at once to perform bulk update.
4. In the Assign New Role dialog box, select the user roles from the drop-down menu.
5. To confirm your assignment, choose the Save button.
Change a role for a user
1. Navigate to Settings > User Management.
2. In the User list, select the list entry you want to edit and choose Edit button.
3. In the Edit User Role dialog box, select the user role from the drop-down menu.
4. Choose Save button.
The specified user will receive an email with the updated user roles and permissions.
Bulk editing user roles is limited to newly invited users.
Note
Note
34
Send email to users
Use your email client to send email to Microsoft Social Engagement users. You don’t need to
research a user’s email address. The email opens with the recipient’s address already filled in.
1. Navigate to Settings > User Management.
2. Identify the user you want to contact and choose the Email button beside the user’s name.
Privacy notice
Microsoft Social Engagement uses session cookies to allow users to move from page to page
without having to sign in again on each page. At the user’s direction, we may use cookies to
store credentials to facilitate authentication for future sessions.
Session cookies are essential to operate Microsoft Social Engagement; there is no option to opt
out of these cookies. However, sign-in cookies are stored only at the user’s request.
See Also
Administer Microsoft Social Engagement
Understand user roles
Integrate Social Engagement with Office 365
Create and manage location groups Add location groups as filters to narrow the data set on locations that are most relevant in your
context. Location groups are subsets of the available countries/regions for location analysis in
Microsoft Social Engagement. You can create custom location groups or use the predefined
ones.
35
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Find available location groups
To give you a set of location groups to start out with, predefined location groups are automatically created.
To see the list of locations groups, navigate to Settings > Location Groups.
When adding a filter for Locations in Analytics, start typing the name of an existing location group and select it from the list.
Create a custom location group
Create a custom location group that you can use as a filter for alerts and analysis. You need to
be a Social Engagement Administrator or Power Analyst to perform this task.
1. Navigate to Settings > Location Groups.
2. Choose Add a location group icon .
3. Provide a name for the location group.
4. In the input field, start typing the name of the location you want to add to this location group until it shows up in the list. Choose the name of the location to add it to the location group.
5. Repeat step 4 until you have added all required locations.
6. Choose the Save button.
To add a larger set of locations, you can add existing location groups to a custom
location group.
Edit a custom location group
You can add or remove locations from a custom location group at any point in time.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Note
Tip
Note
36
1. Navigate to Settings > Location Groups.
2. In the list of location groups, select the location group you want to edit.
3. Add or remove locations until the configuration suits your requirements.
4. Choose the Save button to confirm your selection.
Administrators can edit all custom location groups. Power Analysts can only edit custom
location groups they own.
Delete a custom location group
You can delete custom location groups that are no longer required. Predefined location groups
can’t be deleted. You need to be a Social Engagement Administrator or Power Analyst to
perform this task.
1. Navigate to Settings > Location Groups.
2. In the list of location groups, select the location group and choose Delete button.
3. In the overlay, review the information and confirm your deletion.
Administrators can delete all custom location groups. Power Analysts can only delete
custom location groups they own. Location groups are deleted irreversibly but you can
recreate them if required.
Alerts that have the deleted location group in the filter will be automatically set to
inactive and alert owners will be notified by email. Alerts won’t reactivate if you
recreate a location group with the same name.
See Also
Administer Microsoft Social Engagement
See the locations for the posts
Get relevant data using filters
Note
Note
37
Integrate Social Engagement with Dynamics CRM Integrating Social Insights from Microsoft Social Engagement with Microsoft Dynamics CRM
Online, Microsoft Dynamics CRM 2015, or Microsoft Dynamics Marketing helps businesses
analyze social media data to spot emerging trends in people’s comments, whether they’re
positive, negative, or neutral. You can drill down into the data and see exactly what they said. By
consolidating the details from Dynamics CRM or Dynamics Marketing, you can find out what
you’re doing right, and address potential issues before bigger problems arise.
Connect with Microsoft Dynamics CRM Online
Review the buzz or the sentiment for your searches directly in Microsoft Dynamics CRM Online
by connecting your CRM Online instance with a Social Engagement solution.
You need to have a System Administrator security role or equivalent permissions in CRM
Online.
As an administrator, you configure the connection to Social Engagement and add the Social
Insights controls to the entity forms and system dashboards. Once you have connected CRM
Online to Social Engagement, you can use the Social Insights controls on CRM forms and
dashboard editors to specify what social data you want to see and in what form you want this
data presented. More information: Connect to Microsoft Social Engagement
Set up search topics from within CRM
Search topics are usually created by Administrators or Power Analysts directly in the
settings of Social Engagement. However, to get up and running quickly, users with
Administrator or Power Analyst user roles in Social Engagement can set up searches
from within CRM.
To have the full set of options for creating a search topic available, it’s recommended that you
work directly within Social Engagement. More information: Set up your own searches for Social
Engagement, Maintain your Social Engagement search terms
Add Social Engagement visuals to CRM
CRM Online users can add Social Engagement charts and visuals to dashboards, or they can add
them to account, contact, or competitor forms. You can also add Social Engagement charts and
visuals to other entity type forms. More information: Add Social Engagement visuals to a dashboard
or account
Download the eBook: Microsoft Social Engagement for CRM
Note
Note
38
Connect with Microsoft Dynamics Marketing
Connect Microsoft Social Engagement with Microsoft Dynamics Marketing to monitor social
media reactions from inside your marketing solution. With an integrated solution, you'll be able
to place Social Engagement widgets on your home page and side dock to get a global view. Or,
you can place widgets on your company or campaign maintain pages to keep an eye on social-
media reactions to specific marketing initiatives. More information: Connect to Microsoft Social
Engagement
Troubleshoot sign-in problems
Having trouble signing in to Social Engagement or another CRM Online service? Read
Troubleshoot sign-in problems for available resolutions.
See Also
Get started with Social Engagement
Administer Microsoft Social Engagement
Assign permissions and user roles
Videos & eBooks
ebook:Microsoft Social Engagement for CRM
Connect Social Engagement to other domains Enable communication between Microsoft Social Engagement and other compatible
applications (such as Microsoft Dynamics CRM) by adding domains to a list that are allowed to
make requests for your Social Engagement data. You can remove domains from the list to
disallow communications.
39
To add or remove domains, or to connect Social Engagement to another application,
you must be a Social Engagement Administrator.
You can enter the following values in your list of allowed domains:
Full domain names: This enables communication between the specified domain and your Social Engagement solution, for example, app.contoso.com
Domain names with wildcards: This enables communication between all subdomains of the entered domain and your Social Engagement solution, for example, *.contoso.com
Host names: This enables communication between a custom host name and your Social Engagement solution, for example, http://hostname
You can add an unlimited number of domains to the list.
Add a domain
1. Navigate to Settings > Allowed Domains.
2. Type the domain name in the Add domain text box, and then choose the Add button.
Remove a domain
1. Navigate to Settings > Allowed Domains.
2. Locate the domain that you want to remove, choose the Delete button, and confirm the deletion.
Add the solution URL to the configuration page
On the bottom of the Allowed Domains page, you’ll find the Solution URL.
Copy the solution URL and paste it in the configuration page of the application that you want to
connect to Social Engagement.
Note
40
Make sure to add the domain or host name of the application you plan to connect to
Social Engagement to your list of allowed domains.
See Also
Administer Microsoft Social Engagement
Get started with Social Engagement
Get connected to the social conversation using Microsoft Social Engagement
Set up searches to listen to social media conversations Listen to conversations on social media around your brand, business, products, and competitors.
The first step to successfully engaging with your customers and others in social media is setting
up your search topics to ensure you’re capturing the right conversations. Once you’ve captured
these conversations, you can fine-tune your searches, analyze your data, and drill into the
information that matters most.
At least one active search topic is required to acquire social data. If you don’t see any
data in Analytics, make sure your search topics are properly configured.
Walkthrough: Create, refine and analyze a search topic
Step Description Related help topics
Create a search topic and assign
a category to logically structure
your searches.
Create or delete a search topic
--AND--
Organize topics in categories
Add rules to your search topic
to define which data is
gathered on public social
media. You can create
Keywords rules, Twitter rules,
Facebook pages rules, and
Private messages rules.
Add rules to a search topic
Validate your search topic to
preview results and get an
estimate of how this affects
Add rules to a search topic
Note
Important
41
Step Description Related help topics
your solution’s post quota.
Start analyzing your results
once the search topic has
gathered the first data.
Analyze social data using widgets
Optimize your search topics
constantly to make sure you’re
only gathering relevant posts.
Manage the quality of your search
results
--AND--
Refine your search rules
Available sources for search topics Microsoft Social Engagement covers a set of sources where public posts were published or
direct messages sent. Currently, the following sources are available for your search rules and
you can’t add custom sources:
Blogs: Full coverage of blog posts on Tumblr.com and broad coverage of blog posts from WordPress.
Twitter: Full coverage of public Tweets on Twitter. You can also gather direct messages if you choose to add a social profile and explicitly allow the acquisition of private messages.
Facebook: Posts and comments on Facebook pages without age restriction or geographical restriction that are added to your Facebook page rules. You can also gather private messages for Facebook pages if you choose to add a social profile and explicitly allow the acquisition of private messages.
Microsoft Social Engagement relied on Facebook’s Graph API to return keyword
search results from public Facebook posts. Facebook ended support for the usage of
this API by end of April 2015. Keyword search rules that contain Facebook as a
source can’t be supported anymore. For already acquired public Facebook posts
through existing keyword rules, you can preserve the data acquired before May 1,
2015 by keeping the Facebook source check box selected. If you want to remove the
already acquired posts from your database, clear the check box for the Facebook
source in the keyword rule and save the changes to the search topic.
Videos: Video posts published on YouTube.
Important
42
News: News posts from news publishers. This source can find posts in English, French, German, Spanish, and Portuguese.
Available languages for search rules Microsoft Social Engagement offers a broad set of languages where search rules can look for
matching posts. However, sentiment analysis is available for a subset of the search languages.
For more details about the language coverage, download and review the Translation Guide.
Access search topics To access the search topics of your organization’s solution, navigate to Search Setup.
You can sort the search topics alphabetically, by the number of posts, or by category.
Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
See Also Create or delete a search topic
Add rules to a search topic
Create or delete a search topic It’s important to start with a clear idea of what kind of online information you want to listen to.
Set up new search topics and add at least one rule to each of them to find out what your
Tip
43
audience is discussing in their public social media posts. You can also edit search topics you’ve
created or delete them if they are no longer relevant.
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
Create a search topic
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
1. Navigate to Search setup.
2. In the CATEGORIES pane of the Summary page, select a category for your search topic.
Optionally, you can create a new category.
3. In the SEARCH TOPICS pane, choose Add Search Topic icon .
The New Search topic page appears.
4. Provide a name for your search topic in the Name text box and verify the category of your topic.
Note You can add search topic names with up to 35 characters.
5. Under RULES, choose the Add Rule button.
The ADD RULE page appears with the rule options - Keywords rule, Facebook pages
rule, Twitter rule and Private messages rule.
6. Choose the rule type you want to create and provide the required information.
For a keywords rule, define the keywords for your search. You can add inclusions, exclusions, and select search languages or sources.
For a Facebook pages rule, select the Facebook page you want to track.
For Twitter rules, define the Twitter users and post types you want to gather.
For a private messages rule, select the social profile whose private messages you want to track. More information: Add rules to a search topic
Tip
Note
44
7. Choose Continue to estimate the number of results and see a preview of posts matching this rule.
8. Optionally, add another search rule to your topic.
9. In the SEARCH TOPICS pane, choose the Save button to store the search topic and start the data acquisition.
The search topic names are only for your reference, they aren’t included in the actual
search. Search topic names are like titles for your search topics so that you can quickly
relate to and use or reuse them.
Edit a search topic
To ensure you find relevant posts and be current with the business requirements, you can
change your search topics and the associated rules at any time. We strongly recommend
updating the rules in a search topic from time to time to make sure you’re gathering only
relevant information.
Administrators can edit every search topic in the solution, while Power Analysts can only
edit the search topics they own.
1. Navigate to Search setup.
2. In the list of search topics, find the topic you want to edit and select the list entry.
3. In the list of rules, select the rule you want to edit.
4. Validate the updated rule and choose Save button to update the search topic.
Delete a search topic
As an Administrator, you can delete search topics at any time. Power Analysts can only
delete search topics they own.
Note
Note
Important
45
1. Navigate to Search setup.
2. In the list of search topics, choose the Delete button beside the topic you want to delete, and confirm the deletion.
Deleting a search topic has the following effects:
Data acquisition for the deleted topic stops immediately.
An automated email notification is sent to the user who created the search topic.
The search topic is no longer visible on the user interface.
Alerts and streams based on this topic are deactivated.
Privacy notices
Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
Microsoft Social Engagement stores customer search configurations and data curations in
tenant-separated databases (customer data). The customer data is then cached on the server
side in an internal application, to allow common retrieval indexing for the sole purpose of
maximizing solution performance.
Access to index cached data (customer data) is handled exclusively by the internal application,
and does not allow users to access or modify index cached data interactively in the internal
application. After a subscription license agreement is terminated, customer index cached data is
removed after a period of 180 days, according to our data retention policies.
Important
46
For every new or changed search topic configuration we run an initial estimation with Bing
Social to assess the amount of posts we will acquire with your provided search topic
configuration. For this purpose your keywords, inclusions, exclusions, and applied language
filters will be submitted to Bing Social.
See Also
Set up searches to listen to social media conversations
Add rules to a search topic
Add rules to a search topic Search topics consist of one or more rules and define the data that's available for your analysis.
You can add an unlimited number of rules to a search topic. Each rule selects posts that will be
available for the analysis of the data set. You can update your search topics any time and add
more rules or change existing ones.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
The following table shows you what rules you can create depending on what you want to
accomplish.
If you want to Create a
Gather posts based on a query of keywords,
inclusions, and exclusions.
Keywords rule
Gather all posts on or from a specific Facebook
page.
Facebook pages rule
Capture mentions, replies, tweets or retweets
from a Twitter account.
Twitter rule
Get the private messages that were sent to a
social profile that is authenticated in Microsoft
Social Engagement.
Private messages rule
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
Note
Tip
47
Add a rule to a search topic
To enable searches and to collect posts, add one or more rules to a search topic.
Your keywords, inclusions, and exclusions aren’t allowed to extend over 128 characters.
You can add up to 15 keywords and inclusions per search rule, and up to 25 exclusions
per search rule.
Adding a rule usually leads to more posts resulting from your searches. The increased
number of posts will count against your post quota. You'll need to validate every search
topic you changed before you can save it. It's recommended that you review the results
of a new or updated search topic in a timely manner to ensure it collects relevant data
and complies with your quota limits. More information: Manage your post quota
1. Navigate to Search setup.
2. In the list of search topics, select the search topic to add a rule to.
3. Choose the Add rule button.
The ADD RULE page appears.
4. Select the rule type you want to add.
5. Define the values as required for the new rule. .
6. Choose Continue in the ADD RULE pane to add the rule to the search topic.
Important The solution checks the quota availability for the new rule, and prompts you
accordingly. If your quota can’t accommodate the new rule, you can’t save it.
7. In the search topic pane, choose the Save button to activate your search topic, or add another rule to your topic. More information: download the eBook.
Add a keywords rule
Create rules from keywords, inclusions, and exclusions and define the sources and languages
you want the rule to search on. This is the common way to define a rule in a search topic and
usually results in a significant amount of posts.
Important
48
1. Navigate to Search Setup.
2. Choose the search topic you want to add the rule to. Optionally, you can create a new search topic.
3. Under RULES, choose Add new rule button.
The ADD RULE page appears.
4. Choose Keywords rule.
5. Enter the keywords; select the inclusions, exclusions, and the filters that you want to use when searching for posts.
6. Choose Continue in the ADD RULE pane to add the rule to the search topic.
Important The solution checks the quota availability for the new rule, and prompts you
accordingly. If your quota can’t accommodate the new rule, you can’t save it.
7. In the search topic pane, choose the Save button to activate your rule.
Add keywords to search for
Keywords define the words and phrases to listen for. Keywords are exact but not case-sensitive.
We recommend that you include variations of the keywords. For example, if you put “phone”
and the term that appears in a post is “phones,” your result won’t be selected by the search
rule, and won’t show up in your analysis. For each keyword, the comma serves the function of
“OR.” If you have added more than one search term, your search rule looks to find at least one
of the listed terms. Also, think about adding acronyms and common contractions. It’s important
to review keywords regularly. If your keywords yield too many results, think about narrowing
the search rule by adding inclusions and exclusions or reducing the number of keywords. More
information: Refine your search rules
Note that sentiment analysis in Social Engagement is target-specific. A post’s sentiment value
always refers to the keywords of a search rule only. For example, if you’re looking for sentiment
values about your brand, make sure to add your brand name as keywords.
For example, let’s assume you want to listen to posts about a product, manufactured by
Contoso. You could add the keywords to a search rule like this: Product name, #prodname,
Name of the product. All posts that mention one of these keywords will result from the search
rule.
Add inclusions to a keywords rule
Narrow down your search so you get a much higher quality selection of posts and results. Think
of inclusions as the word “AND.” Your search will be filtered so that posts are selected only if
49
they contain at least one of the keywords AND at least one of the inclusions. Inclusions aren’t
case-sensitive.
When listening to posts about a product, you want to make sure the posts relate to a product in
the manufacturer’s portfolio. Consider adding different spellings of the brand or company name
to find posts that mention Contoso’s product. For example, you could add something like this to
the inclusions: #contoso, Contoso, @contoso. All posts that mention one of the keywords and
one of the inclusions are now found by this search rule.
When you set up your search rule, you can choose from the following options to decide how
close a keyword and an inclusion must appear in a post:
Sentence: Keywords and inclusions must appear in the same sentence.
Paragraph: Keywords and inclusions must appear in the same paragraph.
Post: Keywords and inclusions must appear in the same post.
We recommend starting with the default option (paragraph). If your search topic yields too
many irrelevant results, try narrowing it to the proximity in a sentence. Note that this may also
remove relevant posts because all combinations of inclusions and keywords outside of a
sentence will no longer be picked up by the keywords rule.
Inclusions are an efficient way to reduce the number of posts resulting from your search, and
are a great way to make sure you stay within your quota.
Exclude terms from a keywords rule
Sometimes a specific word or phrase can overwhelm your results with irrelevant posts. With
exclusions, you can narrow down your searches and improve your results. Enter the words to
exclude, separated by commas, and your searches will ignore posts containing these terms.
Exclusions aren’t case-sensitive. For every term you add to the exclusions, your search will be
filtered so that posts won’t be selected if they match one of the keywords but contain any of the
added exclusion in the same post. Think of exclusions as the term “AND NOT.”
For example, let’s assume you’re not interested in discounts or offers around Contoso’s product.
To avoid results that contain either “discounts” or “offers,” add the terms to the search rule’s
exclusions. All posts that mention at least one of the exclusions in the same post as a keyword
will no longer result from this rule.
To exclude multiple terms from appearing with a keyword, the exclusions must be added to the
same search rule. If one rule searches for "Contoso" while excluding "discounts" and another
rule searches for "Contoso" while excluding "offers", the search topic will select all posts
mentioning "Contoso" that don’t contain both "discounts" and "offers". Whereas if a query
searches for "Contoso" while excluding "discounts, offers," it excludes all posts mentioning
"Contoso" that don’t contain either "discounts" or "offers".
50
You can exclude terms from all active search rules at once by adding a term to the list of
blocked content. More information: Manage the quality of your search results
Exclusions are an efficient way to reduce the number of posts resulting from your search, and a
great way to make sure you stay within your post quota. Choose your exclusions carefully to
avoid missing relevant posts.
Handle special characters in keywords, inclusions, and exclusions
Exact searches are critical to successful social listening. Special characters are often used in
brand or product names in the form of connectors. Social Engagement interprets the special
characters +, &, /, and - as separate entities in a search rule.
For example: Searching for the term “City Power & Light” will result in posts that mention this
term in all combinations of whitespaces. Posts that contain either of the following terms (not
case-sensitive) will be picked up by the search:
City Power & Light (whitespaces before and after the special character)
City Power& Light (whitespace after the special character)
City Power &Light (whitespace before the special character)
City Power&Light (no whitespaces before and after the special character)
Additional special characters for Twitter
Authors on Twitter regularly use #hashtags, $stocktweets or @mentions. Use the special
characters for Twitter if you want to search explicitly for #hashtags, $stocktweets, or
@mentions. Social Engagement interprets those terms as unique entities when added to a
search rule.
For example, searching for the term #contoso will only find results that contain the exact match
of the hashtag.
Limitations on topic names, keywords, inclusions, and exclusions
Although you can create an unlimited number of search queries per search topic, there is a limit
on the length and number of terms.
Maximum length, in characters, of search topic names: 35.
Maximum length, in characters, per keyword, inclusion, and exclusion: 128.
Maximum number of keywords per search rule: 15.
Maximum number of inclusions per search rule: 15.
Maximum number of exclusions per search rule: 25.
Tip
51
Add a Facebook pages rule
Keep track of all conversations that happen on a Facebook page. Usually, you follow
conversations on a Facebook page in full context and don’t look at specific posts only. By adding
a Facebook page to a search topic, you make sure that all posts on a Facebook page (such as
posts from the audience or comments from the page admin) are captured for further processing
in Social Engagement.
1. Navigate to Search setup.
2. Choose the search topic you want to add the rule to. Optionally, you can create a new search topic.
3. Under RULES, choose the Add new rule button.
The ADD RULE page appears.
4. Choose Facebook pages rule.
5. In the input field, enter a Facebook page URL or search for a Facebook page with a keyword.
6. In the list of results, choose the Facebook page to add.
-- OR --
Select a Facebook page from the social profiles that you added.
7. Select the message types you want to add to this rule.
8. Choose Continue in the ADD RULE pane to add the rule to the search topic.
Important The solution checks the quota availability for the new rule, and prompts you
accordingly. If your quota can’t accommodate the new rule, you can’t save it.
9. In the search topic pane, choose the Save button to activate your rule.
Add a Twitter rule
Follow conversations on Twitter and add a Twitter rule to see tweets, mentions, replies, or
retweets in a search topic.
52
1. Navigate to Search setup.
2. Choose the search topic you want to add the rule to. Optionally, you can create a new search topic.
3. Under RULES, choose the Add new rule button.
The ADD RULE page appears.
4. Choose Twitter rule.
5. In the search field, enter the Twitter @username you want to track.
If you don’t have a Twitter profile added to your social profiles, you need to sign in to
Twitter first to perform searches on Twitter.
6. In the list of results, choose the Twitter profile to add.
-- OR --
Select a Twitter profile from already added social profiles. More information: Manage
social profiles.
7. Select the message types you want to add to this rule.
8. Choose Continue in the ADD RULE pane to add the rule to the search topic.
Important The solution checks the quota availability for the new rule, and prompts you
accordingly. If your quota can’t accommodate the new rule, you can’t save it.
9. In the search topic pane, choose the Save button to activate your rule.
Add a private messages rule
To see the details of private messages that Social Engagement users sent or received on an
added social profile, create a private message rule in a search topic. You can create a private
message rule for every social profile if the owner of the social profile allows the data acquisition
of private messages.
Adding a private message rule will make all private messages that were sent to the
selected profile visible in your organization’s Social Engagement solution. All users of
the solution will be able to see the private messages and their replies, if they are sent
through Social Engagement.
Important
53
1. Navigate to Search setup.
2. Choose the search topic you want to add the rule to. Optionally, you can create a new search topic.
3. Under RULES, choose the Add new rule button.
The ADD RULE page appears.
4. Choose Private messages rule.
5. Select the social profile for which you want the private messages to be available in Analytics. Keep in mind that you can only choose from social profiles whose owner explicitly allowed the data acquisition for private messages.
6. Choose Continue in the ADD RULE pane to add the rule to the search topic.
Important The solution checks the quota availability for the new rule, and prompts you
accordingly. If your quota can’t accommodate the new rule, you can’t save it.
7. In the search topic pane, choose the Save button to activate your rule.
Privacy notices
Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
Microsoft Social Engagement stores customer search configurations and data curations in
tenant-separated databases (customer data). The customer data is then cached on the server
side in an internal application, to allow common retrieval indexing for the sole purpose of
maximizing solution performance.
54
Access to index cached data (customer data) is handled exclusively by the internal application,
and does not allow users to access or modify index cached data interactively in the internal
application. After a subscription license agreement is terminated, customer index cached data is
removed after a period of 180 days, according to our data retention policies.
For every new or changed search topic configuration we run an initial estimation with Bing
Social to assess the amount of posts we will acquire with your provided search topic
configuration. For this purpose your keywords, inclusions, exclusions, and applied language
filters will be submitted to Bing Social.
See Also
Set up searches to listen to social media conversations
Create or delete a search topic
Manage your post quota
Get started with Social Engagement
Refine your search rules Analyze your results and optimize your search queries regularly to make sure you get the most
relevant data. Your searches may return posts that are irrelevant in the context you are looking
for. For example, if you want to search for the Microsoft Windows operating system and have
“Windows” as your search keyword, you are likely to find results about house windows. In this
case, consider adding inclusions like “OS” or similar terms to make sure you’re searching for the
operating system.
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
Terms and sources change. New abbreviations may gain popularity, or news about your topic
will be defined in a different way with different words. A recommended approach is to read
carefully through new and important posts to identify emerging topics or changes in wording.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Tip
Note
55
1. Navigate to Search Setup.
2. In the list of search topics, find the topic you want to refine and select the list entry.
3. Review your keywords, inclusions, and exclusions. Add synonyms, alternative spellings, typos, abbreviations, and the singular or plural forms of your terms.
4. Choose the Save button to save your edits and the updated search topic.
Using the updated rules, Social Engagement starts searching for posts immediately after you
saved the changed search topic. You’ll see the first results from the updated rules after a few
minutes, when you set the analysis time frame to Today in Analytics. To see the newly acquired
posts, open the Posts view.
Once you have updated a search topic, existing posts that matched the former
configuration will persist in the database but your analytics will adapt to the updated
configuration. It may take a few hours to reflect the changes in the existing data.
In addition to refining your search rules, you can block the data acquisition for certain terms or
domains by adding items to Blocked Content. More information: Manage the quality of your search
results
Privacy notice
Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
See Also
Add rules to a search topic
Note
56
Create or delete a search topic
Set up searches to listen to social media conversations
Manage the quality of your search results You can perform quality management over the entire application by blocking irrelevant posts
and sources.
As an Administrator or a Power Analyst, you can add terms to the list of blocked content
to delete the matching posts in your analysis, or block entire domains from the data
acquisition and delete already acquired posts from these domains. Posts that are
deleted from your solution are deducted from your monthly post quota.
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
Block domains from your sources
To improve the quality of your organization’s data, you can block URLs that aren’t required. You
can add URLs and partial URLs to a blocked sources list that will be excluded from data
acquisition and analysis. Posts that were already acquired from a source on your blocked list are
deleted from the database 4 hours after you added the domain to the list. In the meantime,
posts from this source are hidden.
For example, you find multiple posts from a specific blog with irrelevant content or spam.
Instead of deleting every post manually from your analysis, you can add the blog URL to the
blocked sources list. Even if future posts on that blog match your keywords, they won’t show up
in your analysis.
When you're not interested in posts from a specific domain, add the domain to the list of
blocked domains.
You must remove a source from the blocked list to start the data acquisition for that
source again.
View blocked domains
Every user can review the list of blocked domains to find out which URLs are blocked from data
acquisition.
Note
Tip
Important
57
1. Navigate to Search Setup > Blocked Content.
2. Review the list in the DOMAINS pane.
Block a domain from your searches
When you’re not interested in posts from a specific domain, add the domain to the list of
blocked sources.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
When you add a domain to the list of blocked domains, posts from this domain will be
hidden in Analytics for 4 hours and get deleted irreversibly afterwards.
1. Navigate to Search setup > Blocked Content.
2. In the DOMAINS pane, enter the domain or partial domain in the field.
3. Choose Add icon .
Blocking a top-level domain also excludes all of its subdomains. For example, if you
exclude contoso.com, the subdomain shop.contoso.com is also excluded.
Blocking domains can have a severe impact on the data you already acquired. Whenever
you add a domain to the list of blocked content, all posts found on the blocked domain,
including subdomains, will be removed from your database after a grace period of 4
hours.
Remove a domain from the list of blocked sources
Reactivate the data acquisition from a blocked source by removing the domain from the list.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Note
Important
Warning
Note
58
1. Navigate to Search setup > Blocked Content.
2. Identify the source you want to remove from the list and re-enable for data acquisition and choose Delete icon .
3. In the confirmation message, choose CONFIRM.
4. The data acquisition for the selected domain will restart.
Block keywords and terms from your searches
Exclude a specific term (word or phrase) by adding it to the blocked content list. Terms on the
blocked content list delete matching posts from the database. Because terms on the blocked
content list act as a global exclusion, it’s a very efficient way to improve the quality of your data.
However, be cautious of unintentionally deleting relevant posts.
Posts that don't show up in Analytics because of your blocked content settings don't count
towards your post quota.
For example, if you’re listening to multiple search topics about cars, but don’t want to see any
posts that mention the keyword “insurance,” you can add this term to the blocked content list.
This deletes all posts that mention “insurance” and posts that contain this term are no longer
acquired by your search topics.
View excluded keywords
Every user can review the list of blocked content to find out which words or phrases are blocked
from data acquisition.
1. Navigate to Search setup > Blocked Content.
2. Review the list of excluded keywords below the text input field.
Block keywords from your search results
Acting as global exclusions, keywords and phrases you add to the list of blocked content will be
deleted from your analysis and already acquired posts are removed from the database.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task.
Note
59
When you add a keyword to the list of blocked keywords, posts matching this keyword
will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.
1. Navigate to Search setup > Blocked Content.
2. Type the term in the input field.
3. Choose Add icon .
Remove a keyword from blocked content
Remove a global exclusion and restart the data acquisition for posts matching this keyword by
removing a keyword from the blocked content list.
You need to be a Social Engagement Administrator or Power Analyst to perform this
task. Data acquisition restarts after removing a keyword from the list of blocked
content. Posts aren’t acquired retroactively.
1. Navigate to Search Setup > Blocked Content.
2. Identify the list entry you want to remove from the blocked content and choose Delete icon .
3. In the confirmation message, choose CONFIRM.
Manage the data acquisition volume
Optimize your search topics regularly. Review the rules to make sure that only relevant data is selected. Validate your rules before saving the search topic to get an impression of how many posts you’re expecting for the configuration you provided.
Maintain a list of blocked sources to delete matching posts and avoid any posts appearing in your results from the listed domains. When you add a source to the list of blocked sources, posts from this source will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.
Maintain a list of blocked terms to delete matching posts and avoid any posts appearing in your results that match the listed terms. When you add a term to the list of blocked terms, posts matching this term will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.
Important
Note
60
Exclude authors who publish irrelevant posts that match one of your search topics.
Get additional post quota. Ask your Office 365 admin to add more posts to your solution’s quota in the Office 365 admin center.
Privacy notice
Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
See Also
Set up searches to listen to social media conversations
Refine your search rules
Organize topics in categories Categories allow you to structure and group search topics the way it makes most sense to you.
While categories have no impact on the posts that result from your search topics, they help
greatly to organize your searches.
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
Required user roles
To create and manage a new category, you must have at least the Power Analyst user role in
Analytics. To manage default categories owned by another user, you must have an
Administrator user role in Analytics.
Note
61
To assign a search topic to a category, or change the category for a search topic, you must either
be the owner of the search topic or have an Administrator user role in Analytics.
Create a category
To see the category in Analytics, make sure at least one search topic has this category assigned.
1. Navigate to Search setup.
2. In the CATEGORIES pane, choose the Add category button .
3. Provide a name for the new category in the text box displayed.
4. Choose Add category.
Rename a category
To re-use existing categories and customize them for your needs, you can rename categories
without impact on the data acquisition.
1. Navigate to Search setup.
2. In the CATEGORIES pane, select the category you want to edit.
3. Choose the More actions button and then choose Rename button .
4. Update the name for the category in the text box displayed.
5. Choose Rename.
Delete a category
Before you delete a category, make sure that no search topics have this category assigned
anymore. If you own the search topics or are an Administrator, you can re-assign the search
topics to a different category before you delete it.
Deleting an empty category has no impact on the actual search results.
1. Navigate to Search setup.
2. In the CATEGORIES pane, select the category you want to delete.
62
3. Choose the More actions button and then choose the Delete button .
4. Confirm your deletion.
See Also
Set up searches to listen to social media conversations
Create or delete a search topic
Understand user roles
Manage your post quota Keep track of the number of posts that result from your search topics towards your solution's
post quota. Your solution is priced based on the number of posts you can acquire per month.
This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations
If you’re expected to exceed the post quota of the current month, you’ll get a
notification email. When you exceed your post quota, data acquisition will be stopped
for any of the following reasons:
You still exceed your post quota after 48 hours from the time the notification was sent.
Your solution passes the temporarily granted additional post quota.
For example, if your monthly post quota is 10,000 posts, your grace period starts when you
receive a notification that your solution will probably exceed your quota limits. Data acquisition
will be stopped automatically after 48 hours if you have exceeded your post quota by then, or as
soon as your solution gathered more than 50,000 posts before the 48 hours have passed.
To see your state of your current post quota, navigate to Search Setup.
The quota period is one calendar month:
Start: First day of a month, 00:00 AM.
End: Last day of a month, 11:59 PM.
Get the post quota status
To get a quick overview on the post quota for all your search topics, for single categories, or for
single search topics, navigate to Search Setup > Summary. For more detailed quota information,
drill down into the categories and search topics to see the quota usage of these items.
Note
Important
63
If your solution tends to exceed the quota, all users with an Administrator role will get an email
notification. You have the following options to take action:
Optimize your search topics regularly. Review the search topics to make sure that only relevant data is selected. Previewing a search topic before saving it is a great help to get an impression of how many posts we're expecting for the configuration you provided.
Maintain a list of blocked contents to avoid any posts appearing in your results from the listed domains or matching the listed keywords.
Exclude authors who publish irrelevant posts that match one of your search queries.
Proceed carefully when excluding an author or blocking contents. Posts matching items
on the list of blocked contents will be deleted irreversibly after 4 hours. More
information: Manage the quality of your search results.
Quota status Appears What you should do
Within quota When the calculated
expectations are still within
your monthly limits.
No action is required.
Expected to exceed quota If your solution is expected to
reach your monthly quota
before the current month ends.
Monitor your post quota
closely. Alternatively, increase
the post quota or edit or
remove search topics or
Facebook pages.
Quota exceeded If your solution acquired more
posts than your post quota
allows.
Take immediate action by
adding post quota. Your
solution will continue to
acquire posts until you either
surpass the granted grace
period, or until you reach the
additionally granted post
quota.
Acquisition stopped When Administrators were
informed and the solution
exceeded your post quota
without any action taken. The
solution’s acquisition was
Increase the post quota to
restart your acquisition
immediately or wait until the
first day of the next month to
Caution
64
Quota status Appears What you should do
stopped automatically. restart the acquisition.
Your Office 365 admin can upgrade your subscription and purchase additional post quotas for
your solution at any time in the Office 365 admin center. More information: Microsoft Dynamics
CRM pricing and licensing
Keep the post quota healthy
Keeping the post quota healthy is crucial to make sure the data acquisition isn’t interrupted and
you don’t miss any relevant information.
Impact of exceeding limits
All Microsoft Social Engagement Administrators receive email notifications about the monthly
post quota. To reduce the number of posts found by your solution, you can narrow your search
topics by removing rules that you don’t need any more. More information: Manage the quality of
your search results
If no action is taken, exceeding the post quota will get your solution blocked from data
acquisition until the end of the month. No more posts are acquired, even if they match your
search topics. You can purchase additional post quota at any time to unblock your solution
immediately.
Note that Social Engagement doesn’t gather posts retrospectively. Any missed post
won’t appear in your solution if you update your post quota after the acquisition has
stopped.
Understand estimations
On the Summary page in the Search Setup area, you’ll find quota information for all active
search topics. The following values are provided for each search topic and all categories that
contain a search topic:
Number of posts: The total number of posts that were acquired during the current calendar month.
Monthly expectation: The calculated number of posts that Social Engagement is expecting until the end of the calendar month.
When you set up a search topic, you can validate the rules to estimate how their volume affects
your post quota. The rule validation provides the number of posts that would match your query
within a month, based on the post volume of the past month. Additionally, if you have Twitter
selected as a source, you’ll find a preview of the most recent Tweets matching your keywords
rule.
Important
65
Peaks and trending terms can’t be estimated. For example, if you set up a search topic in
advance for a conference that you plan to establish a hashtag for, the estimates can be
far off. Be aware that the post volume will rise significantly when the conference starts
and thus impact your post quota.
Privacy notice
For every new or changed search topic configuration we run an initial estimation with Bing
Social to assess the amount of posts we will acquire with your provided search topic
configuration. For this purpose your keywords, inclusions, exclusions, and applied language
filters will be submitted to Bing Social.
See Also
Set up searches to listen to social media conversations
Manage the quality of your search results
Refine your search rules
Analyze social data using widgets Use widgets to visualize your organization’s data analytics. The easy to understand, visual
metrics displayed on these widgets show you what your customers or prospects are saying
about your product and services. Identify any issues or appreciations mentioned about your
products or services on social media sources. Using this analysis, you can also understand how
your team is working towards the social strategies set for your organization.
This topic is part of a walkthrough on how you can set up searches and get started with
analyzing the resulting data. More information: Set up searches to listen to social media
conversations
The Analytics area helps you to analyze social data and displays widgets based on the posts
resulting from your search topics. Widgets then display the analysis in easy to understand
formats such as bar charts, simple curves, or percentages. You can further filter the displayed
data to perform more detailed and focused analysis. More information: Get relevant data using
filters.
Microsoft Social Engagement widgets provide you with drill-down functionalities to narrow your
data set. Choose a data point to get a more granular view on the data. More information: Get
relevant data using filters
Caution
Tip
66
If no posts are available for your organization, widgets display no metrics and an error message.
Microsoft Social Engagement supports two types of widgets - Static and Dynamic.
Microsoft Social Engagement supports the analytics pages - Overview, Conversations, Sentiment, Locations and Sources.
Use Analytics widgets to:
See the top conversations across different sources, top phrases, and the languages used. More information: Find out what people are talking about
Understand the positive, negative, and neutral sentiment values for your products and services. More information: Understand the public perception using sentiment analysis
Check the locations and location groups from where the posts are coming from, and the volume they’re bringing in. More information: See the locations for the posts
See the top sources, volume of posts on each source, and the sentiments they’re bringing in. More information: Analyze the sources for the posts
Widgets support intuitive tool tips that provide information about the displayed metrics.
To view these tool tips, hover over the widget using the mouse or tap on the widget
metric.
Define the data set to display on widgets Widgets take the information from your data set that you define by selecting a search topic or
category by using the filters. These filters include the locations, keywords, sentiment values, and
so on, that you select based on your business requirements. More information: Get relevant data
using filters.
Every user of your organization’s social engagement solution can create data sets.
However, only Administrators and power analysts can create new search topics.
View the trend values Many of the Analytics widgets support display of trend values. The trend value metric gives you
a quick grasp over the trends for the posts across different social dimensions. Trend values are
displayed for top sources; top languages, top authors, top sources by sentiment, top
conversations, top locations, and top cities. The trend icon will be upward, downward, or
straight – to indicate rising, falling, or steady trend values, respectively.
Important
Tip
Note
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If not enough historical data is available for a trend value to display, the trend icon is
grayed out.
When you select a time frame in the filter section, the average number of posts in the last five
similar time frames is compared with the number of posts in the current time frame. Trend
value is then calculated based on the difference. For example, if you select last week as the time
frame for a widget’s display, posts for five weeks prior to last week are compared to the last
week to calculate the trend value.
Static widgets and dynamic widgets The following table explains static and dynamic widgets.
Feature Static Widgets Dynamic Widgets
Availability on the UI page Consistently displayed. Displayed upon certain
conditions. These conditions
depend on the analytics page
and the selected data set.
Note If the current data set
doesn’t match the
conditions for the
dynamic widgets, you’ll
see the following error
message “There is no
data available in this
section for your data
set.”
Support filters from analytics
page
Yes Yes
Available on all of the
Analytics pages
Yes Yes
Required permissions for
applying filters
Every user can apply the
filters – not a role based
permission.
Every user can apply the filters–
not a role based permission.
Note
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1. A widget could be a static widget on an analytics page, and dynamic on the other page. The display and type of a widget depends upon the selected analytics page and the priority of the widget on the selected social dimension.
2. If no data is available in the selected data set, static widgets will show an error message.
See Also Perform visual filtering on widgets
Understand widgets on the Overview page
Get relevant data using filters Using filters, you can slice and dice your data to narrow your analysis to the extent it provides
the most relevant view of the data. Imagine a steady stream of data where your search topics
define which posts are selected and available for analysis. Filters let you narrow your view of the
data to a more restricted data set. If you navigate the application by drilling down into the data,
filters are applied and removed automatically.
Set a baseline for your analysis with a data set
Data sets are an important concept in Microsoft Social Engagement, defining the actual set of
posts that your current analysis focuses on. Data sets are used in Analytics, Alerts, and Social
Center to allow you the most flexibility for your views on the data.
You can create a data set by providing parameters for your analysis focus and the filters.
1. Analysis focus: In the drop-down menu on the left side of the filter section, select All Search Topics, a category of search topics, or a single search topic. This defines which search topics you’re interested in.
2. Active filters: In the filter section, set all required filters. You can apply multiple filters to narrow your data set.
Note
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Drill down into data and apply filters from widgets
Microsoft Social Engagement widgets provide you with drill-down functionalities to narrow your
data set. Choose a data point to get a more granular view on the data.
When you navigate the application by drilling down, it redirects you to corresponding pages and
updates filters in the filter section. For example, if you choose a data point in a Sources History
widget (which spans over more than one day) on Analytics > Sources, the widgets on the
Sources page updates with the filter applied for the source you selected and your time frame
updates to the time frame of the selected data point.
There are many more entry points to drill down into your data. Choose the data points to use
the drill-down functionality. More information: Perform visual filtering on widgets
Currently supported filters
You can edit or remove filters from your analysis at any time and the charts, lists, and key
performance indicators (KPIs) will adapt to your selection. Filters you defined persist on the
different pages of Analytics and adapt if you drill down into more detailed analysis.
Expand the filters to see the options available for each filter.
Tip
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The following filters are available.
Filter What you can do How this affects your data
set
Keywords Add keywords that must appear
in posts to make them available
for analysis. You can add entire
phrases or single terms. If you
add a comma-separated list of
phrases or terms, the commas
are treated as a Boolean OR
connector and thus will add
multiple keywords filters.
Common characters are
accepted, as well as the special
characters @, #, and $.
Your analysis narrows your
results to posts that contain
the keywords you’ve entered
in your keyword filter.
Sources Select which sources are active in
your current analysis.
Your analysis shows results
from the selected sources
only.
Languages Choose from the list of active
search languages to focus your
analysis on one or more
languages.
Your analysis shows results
from the languages you
selected in your filter.
Sentiment Filter your posts by sentiment
value. Select from positive,
negative, and neutral.
You can select from positive,
negative, neutral and
unknown. Unknown
sentiments are posts in
languages that aren’t
supported by the sentiment
calculation.
Sentiment status Select between system-rated
sentiment values and manually
edited sentiment values.
Distinguish if a sentiment value
was calculated by the sentiment
algorithm or if it was edited by a
user. Confirming or changing a
sentiment value for a post is
Limit your data set to see
only posts with the selected
sentiment status.
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Filter What you can do How this affects your data
set
considered a manual edit. Find
posts that have a specific label
assigned.
Reach Microsoft Social Engagement
takes an author’s Klout score into
account to determine the
potential size of an author’s
influence, based on data that the
Klout service gathers from
various social media networks.
Social Engagement maps the
author’s Klout score to reach
values, which allow segmentation
of authors’ reaches for Twitter.
Choose a value from 1 to 5,
where 1 is the lowest reach and 5
is the highest reach.
Reach 1: Klout score 0 to 9
Reach 2: Klout score 10 to 19
Reach 3: Klout score 20 to 39
Reach 4: Klout score 40 to 49
Reach 5: Klout score 50 to 99
Your analysis narrows your
results to posts coming from
authors with the reach you
defined in your filter.
Location To filter your data for posts from
specific locations, add locations
or location groups to this filter.
To see the list of available
locations, start typing the first
letters in the input field.
Your analysis narrows your
results to posts that contain
location data and where the
location data corresponds
with the filter you added.
Location type Choose the type of location data
you want to include in your
current data set. Select post
location, author location, or
both.
Analyze posts that have been
published in a certain country
or region (post location) or by
authors from a certain
country or region (author
location). If you select both
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Filter What you can do How this affects your data
set
location types in the filter
and a post contains both
types, it will account for the
post location over the author
location. If only one location
type is selected, the same
post will show up in either
selection.
Authors Filter posts by author names.
Any author name is available for
filtering, if at least one post was
published by the author. Start
typing the author name in the
input field to see suggested
author names from your
solution’s database.
Choose the button at the top
right to expand the widget to full
view mode and see more details
about the 100 most active
authors and their posts such as
location, trend, language,
volume, and the time of the most
recent post.. You can also delete
an author from there if you have
a Power Analyst or Administrator
Configuration role.
Caution You cannot retrieve the
deleted author’s posts.
They will be permanently
deleted from the
database.
When you filter by author,
only posts from the selected
authors remain in your data
set and widgets’ display.
When you delete an author,
the selected author and all
the posts for this author get
deleted permanently, you
cannot retrieve them. There
will be no further acquisition
of posts for this author.
Post type Select from Post, Reply, Share, or
Private message.
Post: Single posts that were
published as status updates.
Share: All posts in your data
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Filter What you can do How this affects your data
set
set that are shares on
Facebook or retweets on
Twitter.
Reply: Posts that are
referencing a parent post.
Private message: All posts
that are direct messages sent
to a social profile.
Additionally, the acquisition
of private messages must be
allowed in the social profile
and a private messages rule is
set up to capture them.
Contributor Choose to see posts from
Facebook pages that were either
published by the owner of a
Facebook page, or from other
people posting on this Facebook
page.
Narrow your data set to see
which posts are coming from
the owner of a Facebook
page or the audience of this
Facebook page.
Assignee You can enter any user that is
assigned a role in Microsoft
Social Engagement. Start typing a
name to see suggestions.
Narrow your data set to see
only posts that are assigned
to the selected user.
Labels Find posts that have a specific
label assigned. Any label that an
Administrator defined in Settings
> Solution Defaults is available as
a filter dimension.
Narrow your data set to see
only posts that are assigned
to the selected user.
Avoid conflicting filter combinations
There are cases where filter options are available, but if selected in combination, the data set
would result in zero posts, because the filters are conflicting. You find a notification next to the
affected filters that informs you if a specific combination is required, or if it a combination isn’t
possible due to a conflict.
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For example, the reach filter is only available for the News and Twitter sources. Therefore,
selecting exclusively the Videos source won’t work if you have a Reach filter selected.
Add, edit, or remove a filter
Customize your data set with filters. Add filters to your analysis by navigating the application
with drill down or by adding filters to the filter section.
1. Choose a data point on a widget to drill down and apply the corresponding filters. More information: Perform visual filtering on widgets
--OR--
Below the nav bar, in the filter section, choose the filter icon .
2. Expand the filters you want to add.
3. Select your options and choose Apply button.
1. Below the nav bar, in the filter section, choose the filter icon .
--OR--
Select an active filter in the filter section.
2. Adjust your options and choose Apply button.
1. Choose Remove all filters to remove all active filters.
--OR--
Select an active filter in the filter section to open the filter details.
2. Next to the active filter, choose the Remove button or clear the selection in the filter details.
Edit the analysis time frame
Choose the start date and end date for the analysis of your data set.
Add a filter
Edit a filter
Remove a filter
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1. In the Analytics area, choose Change time frame in the top right corner.
2. Choose Today, Last week, or Last month as the time frame, or define a Custom time frame.
See Also
Analyze social data using widgets
Perform visual filtering on widgets
Stay up-to-date with alerts
Keep track of live data streams with Social Center
Perform visual filtering on widgets In addition to viewing the analytics displayed for the current data set, you can efficiently work
with widgets by applying filters to see the data that matters most to you. .
Add filters to perform focused analysis on Analytics pages
To narrow the data set information and view focused analysis, use the filters supported on each
analytics page.
Active filters apply to all widgets on the page. You can apply filters either from the drop-down
menu in the filer section or by drilling down into a display element on the widget itself (visual
filter).
To identify the visual filter enabled area, hover over the mouse or tap on the display area of the
widget. For the areas that support visual filtering, the cursor changes to a hand pointer. Choose
the data point to apply the filter.
When you apply a new filter, all of the widgets on the selected analytics page get
refreshed and update the displayed data as appropriate to the new filter. More
information: Get relevant data using filters
Visual filtering for text-based widgets
Text type widgets are the widgets that display metrics for data such as phrases. To apply visual
filters on these widgets, choose any phrase displayed on the widget. The selected phrase will be
added to the phrases filter and the page recalculates based on the selected filters.
Important
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The newly added phrase won’t replace the existing filters but will be added to the
current list of phrases.
For Example: A user chooses the phrase “Contoso,” and it’s added to the keyword filter and the
widget is reloaded. Now, another user chooses the phrase, “Dynamics,” in the reloaded widget.
“Dynamics” will be added to the phrases filter without removing the previously added phrase.
Visual filtering for list-based widgets
List-based widgets are those that display the metrics in volumes and in rows, such as for
languages and sources. To apply visual filters for these widgets, click or tap anywhere in the row
for a given metric, and the selected area, time, or dimension gets added to the filter.
Any other dimension values already present in the filter are removed. Only the current
filter values are used and the appropriate metrics are displayed.
See Also
Analyze social data using widgets
Understand widgets on the Overview page
Understand widgets on the Overview page View the key widgets on the Overview page. The widgets on this page provide information
about the volume of posts, sources and location where these posts are coming from, topics
discussed, languages used, and the details of influencing authors.
Navigate to this page from Analytics > Overview.
Overview is the default landing page when you access the Analytics area or when you
choose Microsoft Social Engagement in the nav bar.
Important
Note
Note
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Static widgets on the Overview page
Widget name What it displays Metrics
Volume Volume of posts for a selected
time frame.
Options: Today, Last week, last
month, or custom time frame.
Volume of posts
Average volume of posts
Details of any unavailable data for the selected time frame
Search Topics Top five categories or search
topics, based on the volume of
the posts.
Volume of posts
Relative volume within the current data set
Trend options: All search topics, topics, categories
Languages The list of five most found
languages based on the volume
of posts.
Note If the set languages are
fewer than five, the
available number of
languages will be
displayed in the order
of their volume of
posts.
Top five languages by name
Volume of posts using these
Percentage of posts volume when compared with the total volume of the posts in the current data set
Tip To view the
percentage, hover
over the graph
displayed for each
language.
Trend
Authors Normal view of this widget
displays the top five authors
and the sources, based on the
volume of their posts.
Tip
Choose the Full view button
at the top right to expand the
Metrics in normal view
Author name and profile picture (if available)
Source from where the author has posted
Trend value for the authors
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Widget name What it displays Metrics
widget to Full view mode.
Full view mode displays
additional details about the 100
most active authors and their
posts. Full view also displays a
Delete button that you can
use to delete a selected author
and the author’s posts. You
must have the Power Analyst
or Administrator user role to
delete an author.
Caution Once you delete an
author, none of the
author’s previous posts
will be available in the
solution’s database any
more, they will be
permanently deleted.
No new posts from this
author will be acquired
in the future.
Metrics in Full view
Author name and profile picture (if available)
Source
Number of posts
Trend
Sentiment
Reach
Location
Language
Time when the latest post was posted
Delete button
Sources Top five sources, based on the
volume of the posts.
Top sources icons
Volume of posts
Percentage of volume as compared with the total volume in the current data sets
Trend
Phrases Most often mentioned phrases,
based on the posts of your
current data set.
Volume of posts
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Dynamic widgets on the Overview page
Widget name What it displays Metrics Display conditions
Sentiment Sentiment index based on
the type of sentiment -
positive, negative or
neutral.
Note You can manually
change the
sentiment values in
case you think any
posts are
incorrectly
analyzed for the
sentiment index.
More information: Understand the
public perception
using sentiment
analysis
Sentiment index
Volume
Trend
The current filter is a search topic, not All Search Topics or a category.
The rules in the current topic contain at least one of the available sentiment languages.
Post Types Volume of posts on
Facebook pages, separated
by page and by authors.
Volume of posts
Volume of comments
The selected search topic or category contains at least one Facebook pages rule.
See Also
Analyze social data using widgets
Find out what people are talking about
Understand the public perception using sentiment analysis
See the locations for the posts
Analyze the sources for the posts
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Find out what people are talking about View detailed content analytics on the Conversations page. Using the Conversations page, you
can understand data like the most used phrases, their volume, sources these conversations are
coming from, and sentiment involved.
Navigate to this page from Analytics > Conversations.
Static widgets on the Conversations page
Widget name What it displays Metrics
Phrases The top phrases by
volume/trend and sentiment. Volume of posts containing a
phrase
Phrases History Top phrases by volume over
time.
Top phrases
Phrases history by volume
Trending Phrases Significant phrases in the
current data set - as compared
to the significant phrases in
the previous five time frames.
Volume of posts containing a phrase
Trend
Sources Top five sources based on the
volume of posts.
Volume
Percentage of volume as compared with the total volume of posts in the data set
Trend
Phrases on <Top Source> Significant phrases on top
source (when compared to all
sources), based on the volume
of the phrases on the source.
In case only one source is
filtered, the volume of phrases
will be displayed based on the
volume in the current time
frame.
Note The widget title takes
Post volume in the current time frame
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Widget name What it displays Metrics
the name of the top
source into account.
For example: If Twitter
is the top source for
the current data set,
the widget title will be
Phrases on Twitter.
Languages Top five languages based on
volume of posts that used
these languages.
Note If the set languages
are fewer than five,
the available number
of languages will be
displayed in the order
of their volume of
posts.
Name of the language
Post volume
Percentage of volume as compared with the total languages spoken
Tip To view the
percentage, hover
over the graph
displayed for each
language.
Trend
Dynamic widgets on the Conversations page
Widget name What it displays Metrics Display conditions
Sentiment Sentiment index and
sentiment values -
positive, negative or
neutral.
Sentiment score
Volume
Trend
The current filter
is a search topic, not
All Search Topics or a
category.
The rules in the
current search topic
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Widget name What it displays Metrics Display conditions
contain at least one of
the available
sentiment languages.
Location Insights Markers for posts that
contain location
information.
Tip You can zoom in
or perform visual
filtering on this
map.
Volume of posts from different locations
The rules in the current topic contain at least one of the sources that support location information.
Twitter Hashtags List of the Twitter
hashtags that were
found most often in the
posts of your current
data set.
Hashtag
Volume of posts containing the hashtag
Trend value for the hashtag
Your current data set contains Twitter posts that provide hashtags in the post contents.
Twitter Mentions List of the mentioned
Twitter accounts that
were found most often
in the posts of your
current data set.
Author name
Volume of posts mentioning this author.
Trend value for the number of mentions of this author.
Your current data set contains Twitter posts that mention an author in the post contents.
See Also
Analyze social data using widgets
Understand widgets on the Overview page
Understand the public perception using sentiment analysis
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Understand the public perception using sentiment analysis View and understand the sentiments in the social chat related to your search topics. Using the
Sentiment page, Microsoft Social Engagement calculates the sentiment value of social posts
with natural-language processing techniques. From the details displayed on this page, you can
understand the positive, negative, or neutral sentiments and also the volume and the sources
they come from.
Navigate to this page from Analytics > Sentiments.
See the perception of a post and its sentiment value
Each post that results from your defined search queries is processed by the sentiment algorithm
in the original language and annotated with a calculated sentiment value. Sentiment values are
provided for the following languages:
English
Spanish
German
Portuguese
French
Italian
The sentiment value results in a positive, negative, neutral, or unknown sentiment for a post.
Occasionally, the algorithm identifies positive and negative parts of a sentence and still rates the
post as neutral. This happens because the amount of a post’s text identified as positive or
negative cancel each other out. A post is also classified as neutral if there are no positive or
negative statements detected in it. Unknown sentiment value indicates that the post’s language
isn’t supported by the sentiment algorithm. Note that the sentiment algorithm isn’t a self-
learning system, even if you can edit any post’s sentiment value in the post list.
The sentiment values from posts with positive or negative sentiment that match your defined
filters are normalized and result in the sentiment index for your search topic. For more
information on the supported languages, see Microsoft Social Engagement Translation Guide.
See the normalized perception of a data set and its sentiment index
The sentiment index represents the general perception of the active search topic. It indicates
the ratio of positive and negative posts over all posts that match your filters. Neutral posts
aren’t taken into account.
Sentiment values are calculated in relation to the keywords that define a search topic. That’s
why you need to provide context for the calculations by defining the focus of your analysis as
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the target for sentiment. In analytics, you need to focus on a search topic to provide a target for
the sentiment index.
For example, you maintain two search topics: “Your Brand” and “Your Competitor.” A blog post
mentions your brand and your competitor. The author writes a negative statement about your
competitor and a positive statement about your brand. If your target for sentiment calculation is
your brand, the sentiment value of the post is positive. If your target for sentiment calculation is
your competitor, the sentiment value of the post is negative.
The sentiment index is normalized to a value between -10 and 10. All your active filters and
parameters are taken into account to define the data set that the sentiment index is calculated
for.
A sentiment index of 10 means that there are no negative posts in your data set.
A sentiment index of 0 means that there is an equal amount of positive and negative posts in your data set.
A sentiment index of -10 means that there are no positive posts in your data set.
You can calculate the sentiment index with the following formula:
Sentiment index = (Positive posts – Negative posts)/(Positive posts + Negative posts) * 10
You’ll find the change in trend next to the sentiment index. Social Engagement compares the
sentiment index of the five previous time frames to the current value of the sentiment index in
your time frame.
Static widgets on the Sentiments page
Sentiment calculations only work if you select a search topic because sentiment values
are always related to a certain keyword. Select a search topic from the drop-down menu
in the top left corner of the filter section.
Name of the widget What it displays Metrics
Sentiment History Sentiment changes over
different time lines, sentiment
index associated with these
and the sentiment index for
previous period
Positive
Negative
Steady
Sentiment Coverage Sentiment coverage values for System-rated sentiment
Important
85
Name of the widget What it displays Metrics
the current sentiments
displayed on the widgets
Edited sentiment
Unknown data, if a post’s language doesn’t support sentiment calculation
Sentiment Distribution of posts by its
sentiment type
Index for positive, negative or neutral sentiments
Trend
Sources by Sentiment Top five sources and the
sentiment index for the
sources
Sentiment index on the scale of +10 to -10 scale.
Trend.
Negative Phrases Top phrases from posts with
negative sentiment values
Phrases by volume
Sentiment index
Positive Phrases Top phrases from posts with
positive sentiment values
Phrases by volume
Sentiment index
Dynamic widgets on the Sentiments page
Name of the
widget
What it displays Metrics Display conditions
Location Insights Volume and trend
displayed on a map
Note You can zoom in
and perform
visual filtering on
this map.
Volume of posts from different locations
Sentiment index for the posts on these locations
The rules in the
current topic contains
at least one of the
sources that support
location information
and the authors
shared the location
information.
Top Fans List of authors who
published the most posts
with a negative
sentiment value.
Source
Author name
Volume of posts with positive
Your data set contains
posts with positive
sentiment value.
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Name of the
widget
What it displays Metrics Display conditions
sentiment value.
Top Critics List of authors who
published the most posts
with a positive sentiment
value.
Source
Author name
Volume of posts with negative sentiment value.
Your data set contains
posts with negative
sentiment value.
See Also
Analyze social data using widgets
See the locations for the posts
See the locations for the posts View the analysis for the geographical location information contained in the posts or in the
authors’ profiles. Using the Locations page, you can view details such as top locations, top
languages, and top location groups.
Navigate to this page from Analytics > Locations.
Types of location data
In Social Engagement, two types of location data are available:
Author location: Location data that is shared by a user via a profile (for example, on a user’s Twitter profile page). Consider this as an approximate value because the geographical coordinates are calculated by the system. If no post location is provided by the user, the author location is taken into account where available.
Post location: Location data that determines on which geographical point (latitude/longitude) a post was published. This can differ greatly between posts from the same author, depending on the applied settings when publishing the post. This is an exact value because geographical coordinates are provided with the post.
Both types of location data are available under the Location Type filter when performing
analysis. More information: Get relevant data using filters
For some locations, for example the United States, you can choose between two ways of
grouping the visualized data. To see how many posts with location data are available in each
subregion, apply a filter for post location and select SUBREGIONS. To see the posts with precise
geographical information (post location data) on the map, select POSTS.
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Some posts may have both post and author location. In such cases, that post is counted
for the post location metric (and not counted for author location metric).
Static widgets on the Locations page
Name of the widget What it displays Metrics
Locations Insights Markers for posts that
contain location information.
For your reference, a legend
for the available push pins is
provided on the map.
Single post in a specific
location
Multiple posts at the same
location
Clusters of posts with location
data in the same area
Tip You can zoom in and
perform visual
filtering on this map.
Volume
Sentiment
Buzz
Location Coverage Percentage of posts and
authors based on their
location details
Post location
Author location
No location data
available
Phrases by Country/Region Top phrases coming from the
five countries/regions with
the most posts
Name of the
country/region
Most mentioned phrases
in a country/region
Cities Top five cities based on the
volume of the posts
Name of the city
Volume of posts
Note
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Name of the widget What it displays Metrics
Note Visual filtering isn’t
supported on this
widget.
Trend
Languages Top five languages based on
volume of posts that used
these languages.
Note If the set languages
are fewer than five,
the available number
of languages will be
displayed in the order
of their volume of
posts.
Name of the Language
Volume of posts
Percentage of post
volume when compared
with the total volume of
the posts in the current
data set
Tip To view the
percentage, hover
over the graph
displayed for each
language.
Trend
Locations Top five countries/regions,
based on the volume of posts
Name of the
country/region
Volume of posts
Trend
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Dynamic widgets on the Locations page
Name of the
widget
What it displays Metrics Display conditions
Location Groups Top five location
groups
Note If fewer than
five location
groups are
available, the
available
location
groups are
listed based on
the volume of
posts.
Location group
name
Volume of posts
Trend
Displays only if
the location
groups contain
the
countries/regio
ns of the post
location or
author location
of your current
data set. More
information: Create and
manage location
groups
Sentiment Sentiment index based
on the type of
sentiment - positive,
negative or neutral
Note You can
manually
change the
sentiment
values in case
you think any
posts are
incorrectly
analyzed for
the sentiment
index. More
information: Understand the
public
perception using
sentiment
Sentiment index
on the
scale of -10 to
+10
Volume
Trend
The current
filter is a search
topic, not All
Search Topics
or a category.
The rules in the
current search
topic contain at
least one of the
six sentiment
languages.
90
Name of the
widget
What it displays Metrics Display conditions
analysis
Sentiment by
Country/Region
Sentiment index by
country/region and
trend of the sentiment
index
Names of the top five countries/regions based on the post volume
Sentiment index on the scale of – 10 to +10
Trend of the sentiment index
The current
filter is a search
topic, not All
Search Topics
or a category.
The rules in the current search topic contain at least one of the six sentiment languages.
Authors Normal view of this
widget displays the top
five authors and the
sources, based on the
volume of their posts.
Tip Choose the Full view
button at the top
right to expand the
widget to Full view
mode.
Full view mode
displays additional
details about the 100
most active authors
and their posts. Full
view also displays a
Delete button that
you can use to delete a
selected author and
the author’s posts. You
must have the Power
Analyst or
Administrator user
Metrics in Normal view
Author name and profile picture (if available)
Source from where the author has posted
Trend value for the authors
Metrics in Full view
Author name and profile picture (if available)
Source
Number of posts
Trend
Sentiment
Reach
Location
Language
Time when the
Your current data set contains at least one unique author.
91
Name of the
widget
What it displays Metrics Display conditions
role to delete an
author.
Caution Once you
delete an
author, none
of the author’s
previous posts
will be
available in the
solution’s
database any
more, they will
be
permanently
deleted. No
new posts
from this
author will be
acquired in the
future.
latest post was posted
Delete button
Sources that provide location data
A subset of the available sources that provide location data.
Author location Post location
Twitter Yes* Yes*
News Yes No
Facebook No No
Blogs No No
92
Author location Post location
Videos No No
*Authors need to share the information.
See Also
Analyze social data using widgets
Understand the public perception using sentiment analysis
Analyze the sources for the posts
Analyze the sources for the posts Understand which top social media sources are found most often in your search topics. Using
the Sources page, you can view analytics such as top sources, top languages and the sentiment
values involved with the posts on these sources.
Navigate to this page from Analytics > Sources.
Static widgets on the Sources page
Widget name What it displays Metrics
Sources History Volume history for posts from
the different sources in the
selected time frame.
Posts volume
Activities Type of posts based on the
volume.
Percentage of common posts
Percentage of comments and replies
Percentage of retweets and shares
Phrases by Sources Top phrases for the top five
sources based on the volume.
Source icon
Phrases
Languages The list of five most spoken Top five languages based on the volume of posts using
93
Widget name What it displays Metrics
languages based on the
volume of posts using these.
Note If the set languages
are less than five, the
available number of
languages will be
displayed in the order
of their volume of
posts.
these
Percentage of posts volume when compared with the total volume of the posts in the current data set
Tip To view the
percentage, hover
over the graph
displayed for each
language.
Trend
Volume Change by Source Change in post volume for the
top five sources, whether
increasing or decreasing as
compared to previous periods.
Name of the source
Volume change
Trend
Sources Top sources in your data set by
post volume.
Source icon
Post volume
Trend
Dynamic widgets on the Sources page
Widget name What it displays Metrics Display conditions
Sources by
Sentiment
Top five sources along
with their sentiment
index.
Note If five sources
Names of the
top five sources
by volume
Trend of the
sentiment index
The current analysis focus is a search topic, not All Search Topics or a
94
Widget name What it displays Metrics Display conditions
aren’t available,
the available
number of
sources are
displayed, based
on their volume.
category.
The rules in the
current search topic
contain at least one
of the available
sentiment
languages.
Location Insights Markers for posts that
contain location
information.
Tip You can zoom in
to details on and
also perform
visual filtering on
the map.
Volume of posts in different locations
The rules in the current topic should contain at least one of the sources that support location information.
Authors by Source Top five sources based on
the number of unique
authors.
Total number of unique authors
Percentage of the number of authors per source
Top five sources
Number of unique authors per source
Trend
Your current data set contains at least one unique author.
Authors Normal view of this
widget displays the top
five authors and the
sources, based on the
volume of their posts.
Tip Choose the Full view
Metrics in Normal view
Author name and profile picture (if available)
Source from where the author has posted
Your current data set contains at least one unique author.
95
Widget name What it displays Metrics Display conditions
button at the top right
to expand the widget to
Full view mode.
Full view mode displays
additional details about
the 100 most active
authors and their posts.
Full view also displays a
Delete button that you
can use to delete a
selected author and the
author’s posts. You must
have the Power Analyst
or Administrator user role
to delete an author.
Caution Once you delete
an author, none
of the author’s
previous posts will
be available in the
solution’s
database any
more, they will be
permanently
deleted. No new
posts from this
author will be
acquired in the
future.
Trend value for the authors
Metrics in Full view
Author name and profile picture (if available)
Source
Number of posts
Trend
Sentiment
Reach
Location
Language
Time when the latest post was posted
Delete button
See Also
Analyze social data using widgets
See the locations for the posts
96
Engage on social networks Microsoft Social Engagement offers several features that enable you to interact with other users
on the social web and allow you to engage with customers, fans, or critics.
You have several options to keep a conversation going in Social Engagement.
Before you can interact with posts in Social Engagement, make sure the following
prerequisites are met:
1. You have at least a Responder role in Microsoft Social Engagement. More information: Understand user roles
2. You own at least one social profile or have it shared with you. More information: Manage
social profiles.
Visit the Social Center to see your streams – a steady flow of recent posts, based on the underlying data set.
Choose Posts on the right side of any analytics page to see the latest posts that match the data set of your current analysis.
For more information about streams in the Social Center, see Keep track of live data streams with
Social Center.
For additional help about the actions you can take on any post list in Social Engagement, see
Drive business objectives using posts.
See Also Keep track of live data streams with Social Center
Drive business objectives using posts
Manage social profiles
Manage social profiles Social profiles are the profiles on social networks which you authenticated with Microsoft Social
Engagement. You use them to interact with posts on your behalf from within the application.
These profiles represent your organization/business on social media.
Using these social profiles you can reply, comment, like a post, mark things as favorites, or share
any appropriate messages on social media. Currently, you can authenticate Facebook profiles,
Facebook pages and Twitter profiles for use from within Social Engagement.
Important
97
Private messages from your social profiles are only stored in the database, if you explicitly allow
the data acquisition. No posts are posted on your profiles, unless you decide to take action on a
post within Social Engagement.
All social profiles are user-specific. You can only interact on posts with profiles that you either own or with profiles that are shared with you. You must have an Interaction role of Responder or Manager to work with social profiles in Social Engagement.
Ensure that you have the right credentials before you attempt to add any social profile or claim ownership for an existing profile.
You can own social profiles by adding them to the solution. You can share the owned profiles with other users, and stop sharing them or delete them when not required.
You can delete the profiles that you own and also those with multiple owners. If a profile is shared with you, you can post on social media by using this profile but you can’t remove it from Social Engagement.
There can be multiple owners for a social profile. Every owner will have the same level of access privileges.
View and access your social profiles
To add, edit, share or remove a social profile, navigate to Social Profiles. You will see the
following details, as applicable for you.
1. Owned profiles: profiles that you added to Social Engagement. These can be the profiles set up for your organization or personal profiles. You can share these profiles with other Social Engagement users, stop sharing this profile at any point of time, remove your ownership for this profile, and also delete them when not required. Social profiles can have multiple owners. More information: Share a social profile, Delete a social profile
As an owner, you can delete a profile with multiple owners. Ensure that you do not
delete any such profiles that are in use.
2. Shared profiles: profiles owned by other Social Engagement users, but shared with you. You can publish on social media using these profiles, but cannot share these with any other users or delete them. If needed, you can claim the ownership for these profiles, and then can share these. More information: Claim ownership for a social profile
Important
Caution
98
3. Profiles without owners: profiles that were added to Social Engagement but currently do not have any owners. You can’t use these profiles for posting on social media. To use the profiles without owners, at least one Social Engagement user should claim the ownership. More information: Claim ownership for a social profile
Add a social profile for Twitter or Facebook
Common browsers block pop-ups by default. You should explicitly show pop-ups in your
browser for the domain of your Social Engagement application to ensure the
authentication dialog from Twitter or Facebook loads properly, without which, you
won’t be able to add or re-authorize social profiles.
Adding social profiles in Social Engagement is an important step if you want to react on a post
directly from within the application. You can engage with your audience through social profiles
that you own or that got shared with you. By default, adding a social profile doesn’t acquire any
data at all. You must explicitly allow the data acquisition on the social profile to gather private
messages or direct messages.
1. Navigate to Social Profiles.
2. Choose the Add social profile icon .
3. In the list, choose Facebook page and choose Add.
4. In the authentication dialog box, enter the user name and password for the Facebook profile you want to enable in Social Engagement.
5. Upon successful authentication, you can select from the list of Facebook pages that the authenticated user administers. After adding the Facebook page, you can find it on the Social Profiles page, under Owned profiles. More information: Data retention in Social
Engagement
6. Optionally, you can allow Power Analysts and Administrators to create rules for the direct messages from this social profile in a search topic.
1. Navigate to Social Profiles.
Tip
Add a Facebook page to your social profiles
Add a Facebook user profile to your social profiles
99
2. Choose the Add social profile icon .
3. In the list, choose Facebook user and choose Add.
4. In the authentication dialog box that pops up, enter the user name and password for the Twitter profile you want to enable in Social Engagement.
5. Upon successful authentication, you can find the profile on the Social Profiles page, under Owned profiles.
1. Navigate to Social Profiles.
2. Choose the Add social profile icon .
3. In the list, choose Twitter Account and choose Add.
4. In the authentication dialog box, enter the user name and password for a Facebook user who is an administrator of the Facebook page that you want to enable in Social Engagement.
5. Upon successful authentication, you’ll find the profile on the Social Profiles page, under Owned profiles.
6. Optionally, you can allow Power Analysts and Administrators to create rules for the direct messages from this social profile in a search topic. More information: Data
retention in Social Engagement
Allow data acquisition for private messages of a social profile
As the owner of a social profile, you can decide whether private messages can get acquired and
made available to other users of your organization’s solution.
It’s important to understand that this is a two-step process. If you allow the data acquisition of
private messages, those messages don’t automatically get acquired. To analyze or interact with
private messages, a Power Analyst or an Administrator needs to add a Private messages rule for
this social profile when setting up a search topic. More information: Add rules to a search topic
Enable other users to work with your social profile
To enable other users of your organization’s solution to post on behalf of a social profile you
own, you can share it with them. Once you shared a social profile, other users can select the
social profile when interacting with a post.
You must have an Interaction role of Responder or Manager to add social profiles in Microsoft
Social Engagement and own a social profile to share it.
Add a Twitter profile
100
Ensure that you share the profiles with users who have the user role of a Manager or
Responder and are authorized to view or access the social profile feature.
1. Navigate to Social Profiles.
2. In the list of Owned Profiles, select the social profile you want to share.
3. In the profile details, choose Add.
4. Start typing the name of the user you want to share the profile with and select it from the list.
To share the profile with all users in your organization who have access to Social
Engagement, select the Shared with all users check box.
5. Confirm your selection.
By sharing a social profile, you enable other users to post on the behalf of the social
profile to social networks. Choose your sharing options wisely to avoid unwanted posts
on social networks.
When selecting Shared with all users, all users with a Responder or Manager interaction
role will be able to use the social profile for publishing actions (reply/comment,
share/retweet, like/favorite) within Microsoft Social Engagement. Every user with a
Responder or Manager role will be able to post on behalf of the shared profile to social
networks.
1. Navigate to Social Profiles.
2. In the list of Owned Profiles, select the social profile you want to stop sharing.
3. In the profile details, clear the check boxes of the users you want to revoke access from that social profile.
4. Confirm your selection.
Important
Share a social profile
Important
Stop sharing a social profile
101
Delete a social profile
You can delete a social profile that you own. You can also delete a social profile that has
multiple owners. Ensure that you do not delete any profiles that are in use by other
Microsoft Social Engagement users.
1. Navigate to Social Profiles.
2. In the list of Owned Profiles/Profiles without owners, find the social profile you want to delete.
3. Choose DELETE and confirm your action.
In case you allowed the data acquisition for private messages, all acquired private messages are
hidden for all users but persist in the database. More information: Data retention in Social
Engagement
Claim ownership for a social profile
1. Navigate to Social Profiles.
2. In the list of Shared Profiles/Profiles without owners, select the social profile you want to claim ownership for.
3. Enter the required credentials in the pop-up window to own it.
Authentication tokens for social profiles
Social Engagement creates access tokens for any Facebook profile, Facebook page, or Twitter
profile that you add to your solution. These tokens are created based on the login credentials
that you use to authenticate these profiles while adding them to Social Engagement. Based on
the business needs, these tokens are shared with the other Social Engagement users to facilitate
seamless interaction on social media and provide business continuance. Tokens ensure security
of the login credentials when the same profile is used or owned by multiple Social Engagement
users.
Caution
102
Tokens for the Social Engagement Twitter app interaction do not expire; Facebook tokens expire
on certain conditions. More information: Facebook access tokens, Facebook login permissions, Twitter access tokens
Other factors that affect token validity:
When you change the login credentials for the profiles you added to the Social Engagement.
If you revoke permissions directly from Twitter or Facebook, indicating that you do not want the Social Engagement solution to work with this social profile anymore.
Social profile
type
Valid Valid, Your token
invalid
Invalid No Owner
Twitter Profile Valid Oauth
token
At least one valid
token in Social
Engagement but
the token of the
current user is
invalid. No
ownership rights
for this user.
No valid Oauth
token anymore,
but has at least
one Social
Engagement
owner.
No Social
Engagement user
assigned as owner.
Facebook User Valid Oauth
token
At least one valid
token in Social
Engagement but
the token of the
current user is
invalid. No
ownership rights
for this user.
No valid Oauth
token anymore,
but has at least
one Social
Engagement
owner.
No Social
Engagement user
assigned as owner.
Facebook Page At least one
valid Oauth
token
At least one valid
token in Social
Engagement but
the token of the
current user is
invalid. No
ownership rights
for this user.
No valid Oauth
token anymore,
but has at least
one Social
Engagement
owner.
No Social
Engagement user
assigned as owner.
103
Check the health state of your social profiles
It may happen that an access token for a social profile you created for Social Engagement
becomes invalid. If the token isn’t valid, it’s no longer possible to use the social profile related to
this token to comment, share, or reply to a post. It is important to have a periodical health check
for your social profiles so that you can address any possible issues and keep them available for
reacting quickly on a post.
1. Navigate to Social Profiles.
2. Choose the Check Tokens button .
The solution verifies the tokens for all the social profiles listed for you and provides the
health status of the tokens displayed as status buttons next to the social profiles that
are not valid.
Health Status Icon displayed Action you can perform
Valid, but not your
token
Tool tip: Your token is
invalid.
You can reauthorize this account or
delete it.
Invalid
Tool tip: The account
isn’t valid. If the user
has a token, it also
isn’t valid.
Reauthorize the social profile if you
are the owner, or claim
ownership/contact one of the
owners if this profile is shared with
you.
No owner. Invalid
without any owner
Tool tip: The account
isn’t valid.
If you want to use this account,
claim ownership.
104
See Also
Engage on social networks
Set up searches to listen to social media conversations
Drive business objectives using posts
Keep track of live data streams with Social Center Social media runs at a fast pace. To keep up and collaborate efficiently, your personal streams
come in handy. Manage your personal streams, share them with other users and stay informed
in real-time on new and updated posts.
The Social Center feature is user-specific, meaning that every user sees the owned
streams and streams shared with this user. Depending on your interaction role, you can
create or edit streams, or interact with posts from your streams.
To access your streams, navigate to the Social Center.
Configure and share a stream
Create new streams or share streams you own to enable the seamless collaboration within
teams of your organization. Each stream is based on a data set that you can define when
configuring a stream.
Working with streams undergoes some feature limitations if you have Microsoft
Dynamics CRM Online Professional user license. More information: Integrate Social
Engagement with Office 365
Keep in mind that streams are user-specific. In addition to the default Inbox stream, which
shows all posts that are assigned to you, you’ll only see streams that you created or that were
shared with you.
The default stream Inbox checks all search topics for posts that are assigned to you. In other
words, an Assignee filter with the value of the currently logged in user is applied to all search
topics. Posts that match this filter show in the stream.
You must have a Manager interaction role assigned to add, share and remove streams.
More information: Understand user roles
Note
Note
Note
105
1. Navigate to the Social Center.
2. Scroll to the rightmost stream and choose the Add Stream button .
3. Provide a name for your stream.
4. Optionally, choose a color and adjust your sorting options.
5. Optionally, select users from your organization you want to share this stream with under Sharing.
6. Define the data set to show in this stream. More information: Get relevant data using
filters
7. Choose the Save button .
1. Navigate to the Social Center.
2. Scroll to the stream you want to share.
3. In the stream header area, choose the More options button and select settings button .
4. Under Sharing, choose the Add Users button .
5. Select users from your organization you want to share this stream with and choose Add.
6. Choose the Save button .
Users you share the stream will always see the data how you configured it. If you
change the data set for a shared stream, the displayed data will also change for the
users the stream is shared with.
When selecting Shared with all users, all users in your organization will see this stream
on their Social Center page.
Since there is no way of hiding a stream, we recommend using this option with restraint.
Once you shared a stream, there’s a fair chance that other users will interact with its posts. Your
stream will update if a post was changed (e.g. a label assigned, a reply sent) by another user
directly in your client.
Add a stream
Share a stream
Note
Important
106
1. Navigate to the Social Center.
2. Scroll to the stream you want to edit.
3. In the stream header area, choose the More options button and select the settings button .
4. Edit your stream according to your requirements.
5. Choose the Save button .
1. Navigate to the Social Center.
2. Scroll to the stream you want to delete.
3. In the stream header area, choose the More options button and select the settings button .
4. Choose the Delete button .
5. Confirm your deletion.
You can only delete streams you own. If you delete a stream you shared with other
users, keep in mind that it will get deleted for them too. Before actually deleting the
stream, make sure your co-workers are aware of your plans.
Define the data set to show in your stream
Get the posts that matter most to you and build data sets to keep track of. Similar to the
filtering the data in Analytics, streams make use of filters to surface the most relevant posts to
you. You can create your own streams to keep an eye on filter combinations that matter to you.
1. Select a search topic, or a single category, or All Search Topics, depending on what you want to include in your stream.
2. Define the filters you want to apply to the selected search topics. More information: Get
relevant data using filters
Edit a stream
Delete a stream
Caution
107
3. Choose the Save button in the header area of the stream configuration.
4. Close the stream configuration to see recent posts in the stream.
Editing the data set of a stream that you shared with other users has a direct impact on
the data they see in their shared streams. Your changes are reflected when you save
your changes and other users connected to the same stream are notified that the
configuration changed.
See Also
Engage on social networks
Get relevant data using filters
Manage social profiles
Drive business objectives using posts Staying in touch with customers, prospects, and other stakeholders through social media
channels is a key factor for business success. Take action on posts that you find with Microsoft
Social Engagement. Share, like, or comment on Facebook posts or retweet, favorite, or reply to
Twitter posts to stay in touch and engage with your audience.
Prerequisites
Before you can start to engage with your audience, the following prerequisites must be met:
1. You must have an Interaction user role of Responder or Manager to publicly post on social networks from within Microsoft Social Engagement. More information: Understand user roles
2. You own at least one social profile or have it shared with you for the social networks you want to interact on. More information: Manage social profiles
3. There’s already social data available in your Social Engagement solution that you can either access through the Posts area in Analytics or through streams in the Social Center. More information: Engage on social networks
If you don’t own any social profile, Twitter posts provide the option to use Web Intents.
You need to sign in to Twitter to post with your profile.
You’ll get notified when another user has changed the same post that you’re working
on.
Important
Tip
108
For example, if another user already replied to a post, your planned reply may no longer
be required.
Engage on a post in Social Engagement
Microsoft Social Engagement enables you to react on social data that you gathered. In no time,
you can answer questions, share information, or socialize with your audience on social
networks.
The following table shows what Social Engagement lets you do depending on where you want to
interact.
Twitter Facebook
Let users know that you
appreciate a post they wrote
Favorite Like
Spread an interesting post
among your audience
Retweet Share
Engage in a conversation on an
interesting post
Reply Comment
Conduct a private conversation Send direct message Send private message
1. Navigate to Social Center.
--OR--
Choose POSTS on the right side, when working in Analytics pages.
2. Select the post you want to interact with.
3. At the bottom of the post, choose Comment / Reply.
4. In the header of the text input field, select the social profile you want to post with.
5. Enter your message in the text input field.
6. Choose Comment / Reply to publish the message on behalf of the selected social profile.
Comment or reply to a post
109
1. Navigate to Social Center.
--OR--
Choose POSTS on the right side when working in Analytics pages.
2. Select the post you want to interact with.
3. At the bottom of the post, choose Favorite / Like.
4. In the text field, select the social profile you want to favorite or like with.
Optionally, you can perform the same action with multiple social profiles at once.
5. Choose Confirm.
1. Navigate to Social Center.
--OR--
Choose POSTS on the right side, when working in Analytics pages.
2. Select the post you want to interact with.
3. At the bottom of the post, choose Retweet / Share.
4. In the text field, select the social profile you want to retweet or share with.
Optionally, you can perform the same action with multiple social profiles at once.
5. Enter your message in the text field.
6. Choose Retweet / Share.
You can only retweet posts form public Twitter profiles. If a Twitter profile is protected,
you may still be able to read its posts if you’re a confirmed follower but you won’t be
able to retweet.
See the publish history of a post in Social Engagement
Communicate in a common voice and find out if another user has already taken action on a post
that you plan to interact with.
Whenever a user takes action on a post by replying, sharing or marking it as a favorite within the
Social Engagement application, this action is visible to other users to avoid unwanted
Favorite or like a post
Retweet or share a post
Note
110
duplications. For example, if somebody on your team has already replied to a question, your
planned answer may no longer be required.
To see the publish history on a post in Social Engagement, two prerequisites apply:
1. The post you plan to interact with has been acquired by one of the search topics.
2. Earlier interactions on this post were performed from within Social Engagement.
If a publish history is available, you’ll find the buttons for Reply/Comment , Share/Retweet ,
and Like/Favorite appended with an asterisk icon when working in the post list in
Analytics or in a stream.
Select the type of publish action you want to perform on this post to load the publish history
and see the number of related actions taken within Social Engagement. Once the publish history
is loaded on the post you’re working on, the appended icons change to a numeric value,
indication the number of actions of this type taken within Social Engagement.
If your user role doesn’t allow you to publish posts from within Social Engagement, you
can still use Twitter Intents to interact on a post. However, actions performed through
Twitter Intents or any other application that allows you to publish posts on your behalf,
aren’t captured by the publish history in Social Engagement.
If another user changes a value on a post you are working on, you’ll get notified on the
user interface that the post was refreshed and you’ll see the most recent version. Make
sure your planned action still makes sense when you try to perform the action.
Engage in private conversations from within Social Engagement
Quickly respond to a private conversation though one of your social profiles, directly from within
Social Engagement. You can allow the data acquisition of your private messages to enable other
users of your organization’s solution to see the full context of the conversations.
If the data acquisition for private conversation from a social profile is allowed, and a
search topic contains a private messages rule for the same social profile, all direct
messages are visible to other users of the same Social Engagement solution. More
information: Data retention in Social Engagement.
Note
Tip
Important
111
1. Navigate to Social Center.
--OR--
Choose POSTS on the right side when working in Analytics pages.
2. Select a direct message that was found by your search topics.
3. At the bottom of the post, choose Direct Message.
4. Enter your message in the text field. Twitter limits its messages to 140 characters.
5. Choose Send Direct Message to post on behalf of the selected social profile.
You can only reply to a direct message with the social profile that received the message.
More information: About Direct Messages
1. Navigate to Social Center.
--OR--
Choose POSTS on the right side when working in Analytics pages.
2. Select a private message that was found by your search topics.
3. At the bottom of the post, choose Private Message.
4. Enter your message in the text input field.
5. Choose Send Private Message to post on behalf of the selected social profile.
You can only reply to a private message with the social profile that received the
message to a single recipient. Group conversations aren’t supported with private
messages.
Send a direct message on Twitter
Important
Send a direct message on Facebook
Note
112
See Also
Engage on social networks
Work with posts
Manage social profiles
Stay up-to-date with alerts Create email notifications that are automatically sent to a group of recipients if a post or a
change in trend matches your filters. Alerts are user-specific and every user role can create
them. Manage your existing alerts in the Message Center. You can choose from two alert types:
Post alert: You’ll receive an email notification if any new posts match the selected filters. A summary of important posts are delivered directly to your email account. With this option you can stay up-to-date on the topics that matter most to you.
Trend alert: You’ll receive an email notification if the volume of posts for any sources exceeds the statistical expectation. Trend alert notifies you only if there are significant changes in post volumes that match the filters you defined for an alert.
The alert configuration of alerts that you create is visible only to you. Other recipients of the
alert that you added to the alert configuration won’t be able to see or edit your alert
configuration. More information: View, create, change, or delete an alert.
See Also View, create, change, or delete an alert
Activate or deactivate an alert
Create and manage location groups
Get relevant data using filters
View, create, change, or delete an alert Manage the alerts you own to stay up-to-date on the topics that matter most to you by
receiving email notifications if new posts are found or significant changes in post volume occur.
View the list of your alerts
To review the alerts you created, navigate to Message Center.
The information that you’ll see about each alert is explained in the following table.
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List entry / Icon What it means
Alert icon Indicates whether the alert is enabled or
paused. A grey icon means the alert is
currently set to inactive. An orange icon means
that the alert is currently active.
Alert name Name you provided while setting up the alert.
Alert type Type of alert that you’ve set up.
Delete icon Delete an existing alert from the list if you
don’t need it any more.
Create a new alert
The easiest way to create an alert is directly from within your analysis. Filters and parameters
that you defined for the current view will be filled in for you. You can create an alert from every
section on Analytics. You can also navigate to the Message Center and create an alert.
1. Navigate to the Message Center.
2. In the ALERTS pane, choose the add icon .
3. In the alert configuration dialog box, define a name (up to 128 characters) for your alert.
4. Select the status of your alert. If you want to get notified right away, choose Active. If you prepare the alert for a specific event in the future and plan to activate it later, choose Inactive.
5. Select the alert type to create:
Post Alert to receive an alert if a post matches your filters.
Trend Alert to receive an email notification if the post volume exceeds the statistical expectation for your filters.
6. For trend alerts, select the sensitivity of your alert by selecting from the options. More information: Set a trend alert's sensitivity
For post alerts, select the No duplicates check box if you don’t want to be informed if
the same content appears on multiple sources.
7. Optionally, add more recipients for your alert by entering their email addresses in the
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Recipients field.
8. Choose Save.
9. Optionally, add or edit the data set (search topic and active filters) for your alert under Data Sources. More information: Get relevant data using filters
You can’t change the alert type after creating a new alert. However, you can always edit
and update the data set, recipients, and name for an existing alert.
Change or delete an alert
You can edit any alerts that you created in the Message Center. Any changes in the alert
configuration are reflected immediately.
1. Navigate to the Message Center.
2. Select the alert you want to edit.
3. In the ALERT DETAILS pane, edit the values you want to change.
4. To save your changes, choose SAVE.
You can delete all alerts that you created in the Message Center.
1. Navigate to the Message Center.
2. In the ALERTS pane, find the alert you want to delete and choose the delete icon .
3. Confirm the deletion.
Recipients that you’ve added to your alert will no longer receive this alert.
See Also
Stay up-to-date with alerts
Get relevant data using filters
Activate or deactivate an alert
Note
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Activate or deactivate an alert Manage the delivery status of your alerts to ensure you stay up-to-date on the things that
matter the most to you.
Activate an alert
You can activate an inactive alert at any time.
1. Navigate to the Message Center.
2. Choose the alert you want to activate to open the alert details.
3. In the Status drop-down list, choose Active.
4. Choose Save to apply your changes.
Deactivate an alert
You can stop receiving an alert while keeping the configuration in place by deactivating it.
1. Navigate to the Message Center.
2. Choose the alert you want to deactivate to open the alert details.
3. In the Status drop-down list, choose Inactive.
4. Choose Save to apply your changes.
See Also
Stay up-to-date with alerts
View, create, change, or delete an alert
Set a trend alert's sensitivity
Create and manage location groups
Set a trend alert's sensitivity After you create a trend alert, you may find you’re receiving too many (or too few) notifications,
so you can adjust the sensitivity to more precisely trigger the level of alerts to suit your needs.
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Sensitivity options
Trend alert triggers are based on the number of posts and the average number of posts from the
past five similar time frames. The average number of posts has a standard deviation. Sensitivity
defines how many times the standard deviation is stacked on top of the average number of
posts to trigger an alert.
When you create a trend alert, you can select from five sensitivity settings.
Sensitivity Condition to trigger a trend alert
Very low Triggers if the buzz exceeds the average
number of posts by at least 4 times the
standard deviation on top of the average
number of posts.
Low Triggers if the buzz exceeds the average
number of posts by at least 2.5 times the
standard deviation on top of the average
number of posts.
Balanced Triggers if the buzz exceeds the average
number of posts by at least 1.66 times the
standard deviation on top of the average
number of posts.
High Triggers if the buzz exceeds the average
number of posts by at least 1.25 times the
standard deviation on top of the average
number of posts.
Very high Triggers if the buzz exceeds the average
number of posts by at least the standard
deviation on top of the average number of
posts.
See Also
Stay up-to-date with alerts
View, create, change, or delete an alert
Activate or deactivate an alert
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Work with posts Wherever you work in Microsoft Social Engagement, your analysis is usually based on the posts
in your data set. It’s important to understand what customers and prospects are talking about,
so it’s critical to know about the actual contents of the posts.
Access posts in Analytics and Social Center To show the post list, choose Posts on the right side of any Analytics page.
Or navigate to Social Center to access your streams. Choose the stream you want to work with.
If you select a post in your streams, you can expand the contents (if applicable) to read the post.
On the left side of the post list, you find the posts and the main actions to work with posts. If
you select a post in the post list, the right side displays the single post pane, providing a full view
on the contents with all available actions.
The posts view shows you the source icon, the author name, an excerpt from the post, the
author’s reach or influence, the publication date, and the sentiment value of the post. For each
post, you can review and edit the sentiment value. If your user role is Power Analyst or
Administrator, you can remove posts from the database.
If you remove a post, there’s no way to restore it.
Posts in the post list within Analytics don’t get updated automatically. You need to
refresh the page to see the latest updates.
You’ll get notified when another user changed a value of the same post that you’re
working on.
For example, if another user already changed a sentiment value, your planned update
may no longer be required.
Benefit from the features of Social Center to get real-time updates for your personal streams on
a single page.
You can read posts that resulted from your searches directly in the application from the Posts
view.
To access the contents of the latest posts that match your data set in Analytics, choose Posts on
the right side of the page.
To quickly see new posts that match a pre-defined data set, set up a stream in the Social Center.
Fresh and updated posts are automatically pushed to your client, to make sure you’re always on
top of the information. More information: Keep track of live data streams with Social Center.
Important
Tip
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There are some feature limitations if you’re working with streams and you have a
Microsoft Dynamics CRM Online Professional license. Read more: Integrate Social
Engagement with Office 365.
Parts of a post On the left side of a post, you’ll find the icon of the post’s source, the profile picture (if
available), and the name of the post’s author.
In the center of the post list, you’ll find the title and content of a post. Select a post to see its
details. Choose the expand icon next to the post’s content excerpt to expand the post and
read its content.
You’ll find additional metadata and controls for the posts:
Sentiment value: See which sentiment value the application calculated for a post. You can manually update a sentiment value by selecting a different value from the drop-down menu. Fragments of a post that were rated positive are highlighted in green and negative fragments are highlighted in red.
Remove post: Deletes the post from your solution’s database.
Reach: This indicates the potential size of an author’s network and connections on Twitter. The higher the number of an author’s reach, the more likely that this is an influential author. More information: Get relevant data using filters.
Date and time of publication: The date and time when the post was published by the author. Redirects you to the original URL where the post was found. This allows you to see the post in the context of the site or social network it originates from.
Post location: The geographical location information (latitude/longitude) that a user shared when publishing the post (if available). More information: See the locations for the posts
Author location: The geographical information that a user shared on a profile (if available). For example, this can be the location of a Twitter user as it’s been entered on the user’s profile page. More information: See the locations for the posts
Delete posts You may find posts in your data set that were matching one of your search topics but are
irrelevant in your context. It’s easy to remove those posts. Reduce unwanted noise by deleting
posts from your solution’s database. Once a post is deleted, it can’t be restored and it will no
longer count against your solution’s monthly post quota.
You must have at least a Power Analyst Analytics role to perform this task.
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You can’t undo this action and Support can’t restore deleted posts.
1. Choose Posts on the right side of any Analytics page to see the posts list.
2. Select the post you want to delete.
3. Select REMOVE and confirm your selection.
1. Navigate to Social Center.
2. Choose your stream and a post within it.
3. Select the post to expand the contents.
4. Select REMOVE and confirm your selection.
Change a post’s sentiment value in Analytics and Social Center In some cases the sentiment algorithm annotates a post’s sentiment differently from your
perception of the tone. Adjust the sentiment value of posts if you disagree with a system-rated
sentiment value. Confirm the system-rated sentiment value if you agree with it.
To display the controls, make sure you select a search topic from the analysis focus
drop-down list to provide a target for the sentiment analysis. More information: Understand the public perception using sentiment analysis
1. Choose Posts on the right side of any Analytics page to see the posts list.
--OR--
Browse to the post in your stream.
Important
Delete posts in Analytics
Delete posts in streams
Tip
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2. Select the post to you want to edit and expand the contents.
3. Choose the smiley face to see the sentiment value selection.
4. Edit or confirm the sentiment value of the post.
Either editing or confirming a sentiment value will treat the post’s sentiment value as
manually edited in the Data Coverage widget in Analytics > Sentiment.
Add a label to a post in Analytics or Social Center Outline workflows and track the status of a post by attaching a label to the post. Administrators
define the labels to choose from in Settings > Solution Defaults.
For more information, see Configure solution defaults.
You must have at least a Responder interaction role to perform this task.
1. Choose Posts on the right side of any Analytics page to see the posts list.
--OR--
Browse to the post in your stream.
2. Select the posts you want to add or change a label.
3. Choose SET LABEL and select the label from the list.
You can change the label of a post at any time by overriding the existing label.
To remove a label from a post, choose SET LABEL and choose CLEAR LABEL.
Assign a post to another user in Analytics Bring a post to a specific user’s attention and surface it in the user’s Inbox stream. Every user of
your Microsoft Social Engagement solution can have posts assigned. You must have at least a
Responder interaction role to perform this task.
Note
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1. Choose Posts on the right side of any Analytics page to see the posts list.
--OR--
Browse to the post in your stream.
2. Select the post you want to assign or reassign.
3. Choose ASSIGN TO and select the user from the list.
Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of
customers and is comprised of the following social capability components within the software
application:
Social Media Monitoring – ability to listen to and monitor publicly available social
communications across public and managed networks administered by third parties.
Social Analytics – ability to identify, compute, and project queries related to publicly available
documents and posts.
Please note that Microsoft Social Engagement may enable access to third-party services, such
as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from
Social Engagement. Your use of such services, and any information you provide to them, is
governed by their service-specific privacy statements. You are encouraged to review these other
privacy statements. You are also encouraged to review the Microsoft Online Services Terms.
See Also Drive business objectives using posts
Analyze social data using widgets
Keep track of live data streams with Social Center
Data retention in Social Engagement Get to know which user data gets stored when you work with Microsoft Social Engagement and
how long this data persists.
Whenever data is stored in Microsoft Social Engagement, either in the form of acquired posts or
user settings, it is stored in a database. While posts end up in a central data store, all other data
is stored in a solution-specific database.
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Storage of private messages and direct messages as regular posts Given the fact that at least one user has added a social profile to an organization’s Social
Engagement solution and the acquisition is allowed for private messages of this social profile.
A user with permissions to work with search topics can create rules that acquire the
private messages and similar posts that are found through public searches. When a
private message is stored in the database, it’s visible to every user who can access Social
Engagement in the same organization.
Data retention when deleting a social profile Given that a solution acquired private messages and a social profile is removed by its owner, all
private messages from this profile are hidden in the user interface immediately after the
removal of the social profile.
However, the direct messages persist in the central database unless the solution is de-
provisioned or the posts become older than two years (730 days).
Data retention when deleting a private message Given that a solution acquired private messages from a social profile and the owner of the social
profile deletes one of these messages. The deleted private message won’t show on the user
interface anymore.
Data retention upon deleting an organization or de-provisioning an organization If the global administrator decides to de-provision the Social Engagement solution for an
organization, all related data such as posts, search topics, direct messages, and user
permissions, are deleted 180 days after the organization’s subscription is canceled.
See Also Manage social profiles
Understand user roles
Work with posts
Accessibility for Microsoft Social Engagement Microsoft is committed to making its products and services easier for everyone to use.
Note
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For more information about features, products, and services that make Microsoft products
more accessible for all users, open Control Panel, choose Ease of access, and then choose Ease
of access Center.
The Microsoft Social Engagement application supports zooming on the user interface to 200% of
the original screen size and works with the High Contrast settings in either your browser or
operating system.
For accessibility information for specific browsers, visit the following websites:
Internet Explorer 10 accessibility
Firefox accessibility features
Safari accessibility features
Google Chrome accessibility features
See Also Get connected to the social conversation using Microsoft Social Engagement