Social Studio is a product under the Salesforce Marketing Cloud that offer effective social media marketing solutions. Social media users are always talking about things they want. These social mentions are truly sales leads. Social Studio helps you to listen to what’s being said about your brand on social platforms, as well as follow the traffic on your owned social channels,Use that intelligence to plan your campaigns and publish and engaging content.
In the previous blogs of Marketing Cloud Social Studio Series, we discussed about the capabilities of Social Studio and Publish component. This resource will help you to dig into details of component Engage.
What is Engage?
Engage is used to monitor the content that has been posted to social accounts using Publish or with matching topic profiles. Using Engage, you can see what others are replying to, commenting on, and sharing with other social network members. Posts in Engage can be responded to, marked for other engagement actions, and assigned to others on the team to follow up.
Engage uses tabs, which can contain one or more columns. A column can have one or more social accounts or topic profiles. The social accounts and topic profiles can exist in multiple columns or can be contained within the same tab.
You can have a limited number of 30 tabs.We can click and drag the tab title to rearrange tabs into a new order. A tab can contain unlimited number of columns where more columns can be added, renamed, removed, rearranged, and filtered.
Engage uses Real Time Collaboration so you can see who else is viewing and engaging with the same posts avoiding duplication of post engagement.
The Engage module displays engagement activity from social accounts and topic profiles. Organized in tabs, important post information appears in columns by social accounts or topic profiles. You can engage with a post through Quick Action Icons without having to click into the post inspector.Every 30 seconds the entire column updates with the latest information.
When a post is selected in the column,a post inspector appears showing specifics of a post.Posts and Twitter Direct Messages with images appear in the column and in the post inspector.
Tabs play a key role in engagement and are sets of columns containing social accounts. The columns can be customized to create different views of data to meet a variety of use cases and filtering options.
Refer to numbered items below for more information:
Use the Create Post icon to create a post.
Use the vertical lines icon to create a new tab.
The total number of items in the column.
Twitter Author Influencer Score. A 0 to 100 score on how much an authority the author is and can be trusted. The score appears under the post and in the post inspector for Twitter posts.
Facebook @mention page link. Click the link, either in the Engage column or in the post preview area of the post inspector, to open a new browser tab or window to that page on Facebook.
Post sentiment. Shows the sentiment, if specified, of the post as Positive, Neutral (hidden by default), or Negative.
- Image/Video in Post
Click to preview a video or animated gif to review in a lightbox view. Multiple images added to a Facebook post that was created on Facebook can be viewed in an Engage column.
Author Labels help classify posts into categories
- Click to add a new tab that appears along the bottom.
Multiple images attached to a Twitter post. Up to four images can be attached to a Twitter post. Some Facebook posts may appear with multiple images which were created outside of Social Studio.
- Click to view the image at a larger size.
- Use when hovering the mouse over a post to quickly perform an action for a post, depending on the social network. These same actions are possible for the post in the Post Inspector.
- Click to update the column.
A bar across the top of the button decreases as 30 seconds expires to automatically refresh the contents.
Click to set a date range filter for the column.
Click to open filtering and column management options.
Indicator that shows a quick filter has been applied.
Submit feedback for the Social Studio app, and not a request for Technical Support, to Salesforce on Social Studio, review notifications, find relevant help pages and view your user profile.
- Post Inspector shows additional information on the post.
- A Column displays posts from social accounts attached to a workspace that can be arranged and filtered in a custom order. Columns can be added for one or more social accounts or topic profiles, different statuses, or by post labels.
The post that appears in the Post Inspector is highlighted with a blue line. Changing the post status to one of the following changes the post to all gray:
- Commented, closed
- Resolved, no further action required
- Reviewed, closed, no engagement required
The quick actions to engage a post vary based on the social network. They appear as you hover over the post in an Engage column.
- Reply to the post.
- Like the post.
- Delete the post.
- Hide the post.
- Reply to the post.
- Retweet the post.
- Quote the tweet.
- Direct Message the tweet.
- Add the tweet as favourite.
- Hide the tweet.
Instagram Post and Comment
- Reply to the post.
- Hide the post.
- Delete the post.
Use these tasks to manage your columns in Social Studio Engage. Columns can be configured to track posts from your social accounts and topic profiles.
Access column settings
You can add, choose what social accounts or topic profiles appear in the column, filter, rename or remove a column. You can also edit a topic profile from within the column.
Add a column
You can add an Engage column of one or more social accounts or one or more topic profiles. A tab can have up to 30 columns. Columns can contain one or more social accounts or one or more topic profiles but not a mix of the two. Google+ or Pinterest accounts are not supported.
Topic profiles must be added by the workspace admin to the workspace before it can be used in a column. If you do not see the proper topic profile, contact your workspace administrator.
Apply a quick filter to the column
Select either 1 Day Ago, 7 Days Ago, or a Custom range. The date range is applied to the column and posts within the range are displayed.Click the reset link to remove the date range and display all the posts.
Edit the social accounts or topic profile in a column
Change the social accounts or topic profile that appears in an existing column.
Filter a column
Apply the filtering option and apply. As options are entered, the column is automatically sorted by the filters selected.
Remove a column
You can remove a column if the social accounts or topic profiles in the column are not being tracked or you don’t need to track them.
You can use the Post Inspector, in Engage to view the specifics of a post in a column. Post information is dependent on the social network and what engagement actions you can perform. Tabs within the Post Inspector are used to organize the information, depending on whether the posts are parts of a conversation.
Post Inspector Tabs
Info – View the full preview of the post with a text message, attached images or video, post author, their account or twitter handle, and time and date of the post.Author panel shows information about the post’s author and the author labels applied.
Macros – Macros enable more efficient workflow by using one Macro button to apply a variety of custom actions to multiple posts at the same time. Macros save time and provide a more uniform approach to how a team engages with posts.
Activity – View and add notes either created by you and other users or system generated. Enter the note in Add a note for a new note. The new one appears on top of the previous notes with the elapsed time or date the note was entered.
Conversation – View where the selected post exists if it is a part of a conversation to provide additional context.
In coming blogs of this series,we will go deep into other components and functionalities of social studio. Stay tuned for the next blog on Topic Profiles and Macros.
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