Social Studio June Release Preview

Tom Hasselman

Sr Product Marketing Manager – Social Products

thasselman@salesforce.com

@TomHasselman

June Release Highlights

Listening & Analysis

Shareable Dashboards

Customer Service Workflow Metrics

Additional Data Filters In Workbenches

Journey Screen in Command Center

Publishing

Twitter & LinkedIn Rich Media

Web Analytics Date Variables

Shared Content Labels

Engage

Reply & DM with Rich Media on Twitter

View Twitter DM History

Sentiment and Influence Score in Engage

Facebook Multi-Photo Display

New Features to Power Your Social Listening, Publishing, and Engagement

Automation & Mobile

Build Threshold Alerts

Create Post Labels to Identify @Mentions

Drafts & Shared Content for Mobile

Analyze

Availability and Notes: Generally Available

Share Social Insights & KPI’s With Other Users

• Build a dashboard once and share it with your entire team

• Changes made to any shared dashboard, are automatically updated for everyone

• Click here for more information

Dashboard Sharing

Reduce ramp up time by sharing specific dashboards with other users

Availability and Notes: Generally Available

Understand Social Customer Service Performance

• Assignment (which employee has been assigned a post) - Click here

• Classification (customer care, lead, legal) – Click here

• Status (reviewed, closed, commented, awaiting reply – Click here

Engagement Drilldown in Workbenches

Gain insight into how your Community or Care teams are engaging with customers. Easily build workbenches to display workflow metrics like:

Dive even deeper into the data to better understand qualitative assessment of customer satisfaction through trending data by:• Sentiment – Click here

• Language – Click here

• Region – Click here

• Share of Voice – Click here

Availability and Notes: Generally Available

Change Filters on the Fly

• Media Type • Keyword Groups • Languages • Regions • Post Labels and more

Workbench Dataset Filtering

Analyzing data sets but you need to apply or remove filters for comparative analysis? Workbench data filtering gives users the flexibility to change parameters quickly. (Click here)

Users can filter by:

Availability and Notes: Generally Available. Limit of 50,000 posts per user per day applies when exporting Twitter content

Export More Data

• Export post data for a topic profile or social account directly from the dataset card

• Export 500K posts at a time • Export summary data from dataset cards to help

recreate visualizations and make changes

Export Posts and Summary Cards

We have extended data exporting capabilities to Workbenches. Click here

Now users can:

Publish

Availability and Notes: Generally Available. Share Content and Duplicate Content are currently disabled for Multi-Photo Tweets

Create Highly Engaging Multi-Photo Tweets

• Create Tweets with up to four images for highly engaging creative content (click here)

• Publish 1-4 photos, 1 animated gif, or 1 Twitter video for full creative control of your Twitter campaigns

• Add 2-4 photos, each photo can be up to 3MB in size (click here)

• Rearrange, edit and view each individual photo to ensure content is ideal prior to publishing

Twitter Multi Photo

Availability and Notes: Generally Available. There is an org-setting that enables users to disable new scraper if required

Improved Scraping and Data Capture for Link Attachments

• We’ve upgraded our backend support for links and are now able to scrape even more pages with confidence and accuracy for posts with link attachments (click here)

• Users are now able to scrape social media links and javascript based websites

Link Scraper Enhancements

Availability and Notes: Generally Available, .PDF publishing is not currently available. Image must be above 200px in width

Make a Lasting Impression on LinkedIn

• Create highly engaging rich media posts on LinkedIn Company pages for complete brand management in Social Studio (click here)

• Attach a single .jpeg or .png image to LinkedIn posts that are under 10mb files (click here)

Publish Rich Media on LinkedIn

Availability and Notes: Generally Available

Track and Organize Shared Assets

• Create shared content and tag it with the appropriate campaign category label

• Filterable or viewable by anyone with access to that particular piece of content

• Click here

Shared Content Labels

Availability and Notes: Generally Available,

Customize Even More of Your Social Ties to Web Analytics

• Create precise web analytics profiles

• Format dates such as the following are now possible:

Web Analytics Date Enhancements Format character

Description Example of the returned values

d Day of the month without leading zeros

1 to 31

D Day of the month, 2 digits with leading zeros

01 to 31

m Numeric representation of a month, without leading zeros

1 to 12

M Numeric representation of a month, with leading zeros

01 to 12

y A two digit representation of a year

82 or 03

Y A full numeric representation of a year, 4 digits

1982 or 2003

h 24-hour format of an hour without leading zeros

0 through 23

H 24-hour format of an hour with leading zeros

00 through 23

g 12-hour format of an hour without leading zeros

1 through 12

G 12-hour format of an hour with leading zeros

01 through 12

i Minutes with leading zeros 00 to 59

• d-m-Y = 3-12-2015

• DMY H.i.s = 03122015 09.22.38

• M/D/y h:i:s = 03/12/15 09.22:38

Availability and Notes: Generally Available,

Collaborate Even More Effectively

• View a complete picture of your scheduled and draft content in a single view.

• Drafts with a “schedule date” appear on the calendar and are available to view, plan, and instantly publish as needed in-line with your scheduled content.

• Click here

Drafts on Calendar

Engage

Availability and Notes: Generally Available on Twitter only

Private DM replies only allow 1 image

Choose between either images, or “include Private Message Link”

Deliver a Rich Customer Experience

• Select and upload up to 4 images (.jpeg, .jpg, .gif) or 1 animated .gif (click here)

• Reply on Twitter via public and private channels (click here)

Reply and Direct message on Twitter with rich media

A picture is worth 1,000 words. Now you can leverage images to respond and engage with your Social customers and community. Upload images from your computer, and use them as part of your engagement workflow

Availability and Notes: Generally Available, Provides a 7 day rolling view of direct message conversations

Understand Past Conversations with Customers/Prospects

• View Direct Message threading (click here) • Quickly understand where you left off • Respond with confidence, by understanding the

conversation you’re getting back into

Twitter Direct Message View

Context in a conversation is paramount to a positive customer experience. Now, you can click on a Direct message, and view the last 7 days of direct messages with your customer. Social Studio is making it easier to:

Availability and Notes: Generally Available. Influence score currently support Twitter

Gain Insight & Context When Engaging with Customers

• Influencer score out of 100 to understand customer impacts (click here and here).

• Score is based on reach and post frequency • Positive or negative sentiment at the post level to help

prioritize response or assignment (click here).

Influence Score & Sentiment at the Post Level

Better understand and prioritize posts based on customer and post level information. New sentiment rating and influence data now displayed in posts.

Availability and Notes: Generally Available

Enriching Your Posts

• View and click on Facebook @mentions to easily get to the person being talked about

• View multiple images from within the post • (click here and here)

Facebook @mentions, and multi-photo display

Now you can view and click on Facebook users mentioned within your posts. Any photos that are embedded in a post will be displayed so you can see content in it’s entirety

Automation & Admin

Availability and Notes: Generally Available

Automate Even More Workflow

• Build threshold alerts through Social Automation interface (click here)

• Filter out noise by identifying and labeling posts that only include @mentions (click here)

Alerts Interface and @mention condition

Availability and Notes: Generally Available

Increase Efficiency

• Export all of your Topic Profile data (click here)

• Improved user creation, modification, and deletion via inspector

• New Password Requirements (12 non-admin; 15 admin) – click here

• Embed.ly opt-out (click here)

Export Topic Profiles and Improved User Management

Mobile

Availability and Notes: Generally Available iOS & Android

Create Quote Tweet available for iOS only

Enriching Posts in Mobile

• View and click on Facebook @mentions to easily get to the user being discussed (click here)

• Publish and view Twitter multi-images right from your device (click here)

• Save and view drafts in your calendar when scheduling posts (click here)

• Reply with a quote tweet (click here)

Facebook @mentions, Multi-Photos & Quote Tweet

Availability and Notes: Generally Available

Expand Publish Capabilities for Android

• Schedule, edit, and delete all of your draft posts from a single location (click here)

• Select any content that is shared within your workspace to publish to your community

• Understand the engagement rate of all of your shared content and see which social networks the content has been published to the most

Drafts & Shared Content for Android

Command Center

Display Email Performance for Everyone to SeeEmail Screen for Marketing Command Center

Monitor and analyze the performance of your email campaigns from within your Command Center

• Select from the list of email jobs that you would like to monitor

• View up to 4 email campaigns at once

• View key metrics to understand the overall performance of your campaigns, including #emails sent, delivered, opened, clicked and unsubscribed

Availability and Notes: Generally Available, requires Email Studio license from Marketing Cloud

Availability and Notes: Generally Available, requires Journey Builder license from Marketing Cloud

Display Journey Performance for Everyone to See

• Select from multiple customer from a pick list, and display them as visuals in the

• Exhibit total entries that are in your journey • See how goal attributions are performing

Journey Screen for Marketing Command Center

Now you can display your customer Journeys right along side Email Screen, Customer Care Screen, and Social Screens in the Marketing Command Center

thank y u