Welcome to Social Engagement What's new in Social Engagement Social Engagement Update 2015

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1 Table of Contents Welcome to Social Engagement What's new in Social Engagement Social Engagement Update 2016 Social Engagement Update 2015 Business scenarios and use cases Sales scenarios Marketing scenarios Service scenarios Get started with Social Engagement Social Engagement training videos Sign in to Social Engagement Set your preferences for the user interface Get help with Social Engagement Stay up to date with alerts Optimize browser settings for Social Engagement Administer Social Engagement Manage global settings Manage licenses for Social Engagement Understand user roles Assign permissions and user roles Route posts by using automation rules Enable a partner as a delegated admin Work with Office 365 Groups in Social Engagement Set up searches to listen to social media conversations Find out what's covered by sources Create or delete a search topic Add rules to a search topic Acquire data from Facebook pages Refine your search rules to find relevant content

2 Manage the quality of your search results Create or delete custom sources Group search topics into categories Manage your post quota Analyze social data Use filters to see relevant data Get to know your filters Perform visual filtering on widgets Explore more options with your data set Understand widgets on the Overview page Gain insights from public conversations Understand public perception by using sentiment analysis See the locations where posts originated Analyze the sources of posts Define activity maps to view real-time data Engage on social networks Manage social profiles Manage access tokens Check the health of your social profiles Keep track of live data streams with Social Center Publish and react to posts Get the Social Engagement content pack for Power BI Work with posts View posts and conversations in Social Engagement Get details about specific authors Work with tags Manage author tags Manage connections in Social Engagement Integrate Social Engagement with Dynamics 365 Stream data from Social Engagement to Azure Event Hubs Link posts from Social Engagement to Dynamics 365 Connect Social Engagement to other domains

3 Empower your salespeople with the Social Selling Assistant Install Dynamics Social Selling Assistant Configure Social Engagement for the Social Selling Assistant Personalize the Social Selling Assistant Work with the Social Selling Assistant Additional information Data retention in Social Engagement Social Engagement FAQ Accessibility for Social Engagement Social Engagement Privacy Notices

4 Connect with customers. Empower your organization. Create real results. 1/24/ min to read Edit Online The speed at which we do business, and the number of channels we're using to do it, are both rapidly increasing. Employees and customers have a wide array of choices when it comes to communicating, and social media channels are key components of the customer journey as customers connect with your brand, your employees, and each other. Social media is no longer relegated to a select few in the marketing department. Empower a broader set of employees and connect with customers by using Social Engagement, part of Dynamics 365. Social Engagement puts social media at the fingertips of your sales teams, customer service agents, and everyone across the organization. Service agents can meet customers on the channel of their choice on social media or through more traditional service channels to solve problems effectively. Sales teams can gather intelligence, source new leads, and build credibility through social selling. Marketers can measure and manage brand reputation. Employees in any role can leverage social insights to better understand the voice of the customer. You can harness the power of social media to go beyond likes or shares to create real, measurable business results. Success stories See how some of our customers are using Social Engagement to address their use cases. UK banking disrupted: Metro Bank reinvents customer service with Microsoft transforming customer service and social insights. The RIGI Bahn moves closer to its guests with the help of Social Engagement social engagement and marketing. Bremont accelerates customer service with Social Engagement customer service and engagement. 5 tips to help your business weather changes in the financial services industry digital transformation and customer engagement. The Liebherr Group harnesses social media to stay ahead with Microsoft Dynamics CRM and Social

5 Engagement brand reputation and social sentiment. Marston's delivers personalized service in real time with Dynamics 365 merging social data with customer data for personalized experiences and marketing. Pricing information Social Engagement is included with the Dynamics 365 Plan, Customer Engagement Plan, and Customer Engagement Application (Sales, Customer Service, Field Service, and Project Service Automation) subscriptions. So, everyone across the organization can benefit from its capabilities. For more information about pricing and licensing for Dynamics 365, visit Dynamics 365 pricing. Note that Social Engagement pricing is based on a monthly post quota. Learn more about how to buy post quota add-on subscriptions for your organization. Getting started Setting up Social Engagement doesn't take long. The following topics will help you get started quickly. Get started with Social Engagement: Find important information to help you get around in Social Engagement. Administer 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 365. Set up searches to listen to social media conversations: Capturing the right data for your business is a crucial step for successfully analyzing social media data. Set up searches and refine the quality of the results they give you, organize searches to meet your needs, and maintain an optimal post quota. Analyze social data by using widgets: Visualize data in different areas to analyze your search results. See which filters are available to form a data set and how you can apply them to various widgets. Engage on social networks: Interact with other users on social media and keep the conversations flowing. Create streams to follow the conversations that matter 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 to be sent directly to your inbox, and find out right away when something important happens. Business scenarios The business scenarios that Social Engagement helps address lead to many different implementation scenarios. We've compiled overviews for three of the core business scenarios: sales, marketing, and service. Sales: Social selling - grow your network and boost sales Service: Address customer service scenarios on social media with Social Engagement Marketing: Manage your brand and reputation on social media Product updates We frequently release updates to introduce new capabilities, improve existing features, and fix various issues. Have a look at what's new in Social Engagement to learn about the latest changes. Read the latest Social Engagement readme for any late-breaking changes to this release.

6 Download the Social Engagement translation guide for a list of languages Social Engagement is translated into, which languages you can search on, and which languages support sentiment analysis. Videos and e-books Check out the videos and e-books page for the full collection of published content. Subscribe to the Dynamics 365 YouTube channel and be the first to know when a new video is published. Community contributions Have a look at these additional assets that are waiting for you. Nick Fratello's video: Social Engagement customer care demonstration Jesper Osgaard's Microsoft Lystavlen covers many Microsoft products and services. Be sure to bookmark his blog. See also Social Engagement FAQ Get connected to the social conversation by using Social Engagement

7 What's new in Social Engagement 1/24/ min to read Edit Online Welcome to Social Engagement. Here's a list of features we added recently. If you're new to Social Engagement, see Get started with Social Engagement. For a detailed list of improvements and bug fixes for the latest release, see our blog. For important, late-breaking information and a list of known issues, see the Social Engagement Readme. Social Engagement 2018 Update 1.1 Improved accessibility across all interfaces With this update, Social Engagement is more accessible for all users. These changes include support for keyboard navigation, screen reader support, and overall improvements to the user experience. New capabilities for all users: You can choose to represent the data from widgets in Social Engagement in a chart or a data table. You can choose to render the charts with a fill pattern or solid colors. When selecting the fill patterns, data on maps will be represented in different shapes and not rely exclusively on color. You can navigate the maps in Social Engagement with a keyboard by selecting a tab to reach the first data point on a map. In activity maps, you can choose between a visual map and a data table. The map allows navigation by keyboard in cardinal directions. You will experience improved navigation for post lists and post details To learn more, see our dedicated documentation on accessibility for Microsoft Social Engagement. Administrators now enabled to remove alert recipients With an administrator configuration role in Social Engagement, you can now remove recipients from alerts that were configured by other users. You can search for a specific address and then remove the recipient from all alerts that send to that address. Additionally, you can export a list of alerts this recipient receives. Changes for author information from Facebook pages Starting February 6, 2018, Facebook updates its API to pull data for Facebook pages. From that date, author information for Facebook posts will only be available for pages that have been added as a social profile to your Social Engagement solution. The content of posts and comments, as well as enrichments such as sentiment, will continue to be available for posts and comments without author information. We recommend you add page access tokens for every Facebook page before this change on February 6. Read more about the experience for Facebook Pages in Social Engagement. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.11 Support for Twitter's extended tweet length With this update, Social Engagement supports the new tweet length that was recently released by Twitter. When tweeting, you'll benefit from the increased 280-character limit. Temporarily, tweets with Japanese, Korean, and

8 Chinese characters will not be accurately reflected in the character limit. If your tweet is too long, you will receive an error message and you can shorten it. By early 2018, we plan to update our service to use the new Twitter logic for any language and character set. New table and pattern view for charts in Social Engagement A new table view on all existing charts in Social Engagement is now available. This means that every user can decide whether they want to explore the data represented as charts or as tables. You can either turn on the table view on single charts or you can enable the table view globally for your user profile in Settings > User Preferences under Chart data representation mode. Additionally, we're introducing a new style for charts with colored areas. You can choose to render the charts with a fill pattern or a solid color. To switch between fill pattern and solid color, go to Settings > User Preferences and update the Chart filling mode. Redesigned activity map and pause functionality We're introducing new pause functionality to the activity map feature. This enables you to choose whether you want to get live updates on the map, or not. When turned off, posts will stop updating automatically and you can view and explore a snapshot in more detail. New posts will appear again when live updates are turned on and new posts are available. In addition to that, the activity map has received a couple of visual updates, such as bigger dots on the map and updated visuals in the activity map header. New field in the JSON payload for Azure Event Hubs: post.profile.uri Social Engagement includes a feature that allows users to send posts to Azure Event Hubs using Automation Rules. As part of evolving functionality, Social Engagement is updating the JSON payload by replacing the post.profile.id field with a new post.profile.uri field. Moving forward, post.profile.uri will also include a source-based identifier as part of the field value (for example: mse-tw://# ). Please make sure you follow the timeline outlined in this blog post to avoid breaking your apps and intermittent data loss. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.10 Updated user experience for activity maps To make activity maps more accessible to everyone, we introduced shapes as an additional way to display information on maps. Sentiment values and the age of posts are now expressed in colors and shapes. Update to alert s Alert s now provide a link to the Analytics area in the Social Engagement app, where you can see the posts that match the data set that triggered the alert. Post content is no longer delivered as part of the message. These links now also reflect changed alert configurations and deleted alerts. New video training on Microsoft Virtual Academy Learn how to build search topics and navigate Social Engagement to get the most out of it. Plus, examine different strategies for managing your social presence. Explore the social engagement circle and social strategy, and look at brand reputation and social business opportunities. Look at post consumption and analytics, configure automation options, and much more. Learn more in the Microsoft Social Engagement course on MVA. New social post packs for Microsoft Social Engagement

9 In addition to the 10,000 monthly post package for Microsoft Social Engagement, new packages with 100,000 and 1,000,000 monthly posts are now available as part of the Microsoft Products and Services Agreement (MPSA). The MPSA is a transactional licensing agreement for commercial, government, and academic organizations that have 250 or more users or devices. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.9 User experience cleanup for Search Setup and Settings Settings and Search Setup now follow common patterns in how you confirm web forms. It's clearer where to change the name of a search topic category or a search topic in the second panel instead of the overview panel. Quota information is now shown in the first panel to make sure all users have immediate access to it on any device. Post list improved for easy access to post details To simplify how you open the details view of a post, we added a small header to each post that identifies the type of post it is and provides an Open control that you use to see post details. As before, you can't open the details view for posts listed in the threads section of post details those posts don't show the Open control. Post details improved to distinguish a child post from its parent post Whenever you open a post that has a parent post, you can switch to that parent post by selecting the content. Based on feedback, and to further improve keyboard navigation, we now show headings for each section by using an expand/collapse control. When selected, it will expand or collapse that part of the post details view. Twitter data use license requirements Your use of Twitter data in the Microsoft Social Engagement product is subject to the Twitter Terms of Services (ToS). We recommend you review these terms carefully, as failure to observe these terms can result in a loss of access to Twitter data in Social Engagement. For easy reference, a link to the Twitter ToS is included in the footer of every page in the Social Engagement service. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.8 Social Engagement extends listening and engagement capabilities to LinkedIn Organization Pages you administer, so you can interact with your company's audience and analyze the data from your pages directly in Social Engagement. Listening and engagement on LinkedIn Organization Pages Social Engagement now lets you search for all posts and comments on your own LinkedIn Organization Pages, also known as LinkedIn Company Pages. You can add any LinkedIn Organization Pages you administer as social profiles in Social Engagement. After a page admin has added the page and shared it with other users, they can like posts and reply to posts and comments on behalf of the LinkedIn Organization Page from within Social Engagement. More information: Add a LinkedIn Page rule Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.7 Listening and engagement on YouTube

10 Get in touch with your audience on YouTube directly from within Social Engagement. Users with at least a Responder interaction role can now rate and reply to videos and comments on YouTube. You'll need to add a social profile for YouTube under Settings > Social Profiles, or get a YouTube profile shared with you before you can interact in this source. Additionally, Social Engagement extended the listening capabilities and is now capable of acquiring video posts and comments on YouTube channels. Any user with permission to create search rules can create YouTube rules under any search topic and add YouTube channels to gather posts and comments. More information: Add a YouTube rule Keyword-based searches on the video source continue to reside under the keywords rule and now also contain comments for actively discussed video posts. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.6 Improved base model for sentiment analysis To improve and refine the base sentiment model, we've modified the machine learning process and added training data. You don't have to do anything to benefit from these improvements. If you activated adaptive learning for your organization, all the edits you've made to sentiment values will automatically be applied to the improved base model. Improved load-balancing for data acquisition Performance and reliability are key to providing a stable data acquisition pipeline that can handle massive amounts of data all day, every day. Emerging trends or events often generate a significant number of posts on social media. To make the data acquisition service even more reliable and stable, we've improved the way the system handles these varying volumes of data. Service and product improvements For a detailed list of improvements and bug fixes for the latest release, see our blog. Social Engagement 2017 Update 1.5 Service and product improvements We've addressed service and product improvements with this release. For changes we've made to the user experience, please see this detailed blog post. Additionally, we've continued our ongoing investment to make Social Engagement more accessible. With the current release, the Social Selling Assistant within Social Engagement supports keyboard navigation and screen readers on mobile and desktop devices. Social Engagement 2017 Update 1.4 Engagement Analytics with Power BI We've added an Engagement Analytics report to our recently introduced Power BI content pack for Social Engagement. Along with the previously released Engagement Performance and Team Performance reports, the Engagement Analytics report gives you more insights about your engagement on social media by using metrics based on location, sentiment, tags, and authors. The data model is also enhanced to include these additional dimensions, giving you more power to explore and analyze your Social Engagement data. More information: Get the Microsoft Social Engagement content pack for Power BI Improved usability in Social Selling Assistant

11 The Social Selling Assistant user experience got its first polishing pass, and now the Done button appears next to the other actions at the bottom of the card. We aligned the forms in Social Selling Assistant configuration and the Social Engagement Settings page User Preferences with industry standards. Now when those forms are edited, the Save and Cancel buttons appear at the bottom of the input form. Additionally, the main navigation contains a direct link to the Post view in Analytics, filtered for private messages, so you can get to your customers' messages in a single click. More information: Work with the Social Selling Assistant Social Engagement 2017 Update 1.3 Power BI content pack for Social Engagement Social Engagement introduces the Power BI content pack to get insights about your engagement and team performance on social media. This content pack is designed specifically for community managers, providing performance metrics for engagement actions taken from within Social Engagement. Track metrics, such as the number of actions taken and average response times, and get visibility into the performance of each member of your team. Power BI automatically creates the dashboard and generates reports that give you a great starting point for exploring and analyzing your Social Engagement data. More information: Get the Social Engagement content pack for Power BI Conversation view for private messages and Twitter replies Starting with this update, Social Engagement shows you any conversation that involves private messages (on Facebook or Twitter) or Twitter replies between a customer and one of your social profiles. The back and forth conversation between two authors shows the latest post at the top along with the two authors, including the one who belongs to your team and answered as your social profile. This view also shows all the team members who answered as that social profile. More information: See the conversations with an author Social Engagement 2017 Update 1.2 Get insights with the Social Selling Assistant The Social Engagement Social Selling Assistant introduces Get Insights, a new recommendation type you can use to get recommendations for posts about your customers, competitors, and other topics of interest so you can stay on top of the latest developments. More information: Personalize the Social Selling Assistant, Empower your salespeople with the Social Selling Assistant Engagement history contains user information The engagement action history now shows the name and profile picture of the Social Engagement user who performed the action in Social Engagement. More information: Publish and react to posts Social Engagement 2017 Update 1.1 Sell more with the Social Selling Assistant Social Engagement introduces the Social Selling Assistant to empower your salespeople to sell more by using social media. With this application, your salespeople get personalized, smart recommendations for posts to share on their social networks to increase their social presence, gain trust from their followers, and generate more leads. You can access the Social Selling Assistant from within Social Engagement and install it from Microsoft AppSource

12 into your Microsoft Dynamics 365 for Sales application. The AppSource app adds a new dashboard that contains the Social Selling Assistant. Salespeople can access this dashboard from the Dynamics 365 web client, and from Dynamics 365 for tablets. Dynamics 365 for phones is currently not supported. More information: Empower your salespeople with the Social Selling Assistant User interface now available in Japanese and Chinese (traditional) Social Engagement introduces the user interface in Japanese and Chinese (traditional) languages. You can change the language of your user interface under Settings > Personal Settings > Your Preferences. The localization of the user interface also includes the respective calendars for Japanese and Chinese (traditional) languages. Share a post to LinkedIn With this release, you can add your personal LinkedIn account as a social profile and share any public post in Social Engagement to your professional network on LinkedIn. Your LinkedIn social profile will be available for the post action Post Link. When you share to LinkedIn, you can choose between two visibility options: show the post to everyone on LinkedIn or to your network only. This post action is available across all Social Engagement services, including the newly released Social Selling Assistant. To start sharing, go to Settings > Social Profiles, select Add Profile, select LinkedIn Profile, and then follow the steps. More information: Manage social profiles See also Get started with Social Engagement E-books and videos

13 Microsoft Social Engagement 2016 Updates 12/15/ min to read Edit Online Microsoft Social Engagement 2016 Update 1.12 Tag authors with custom tags You can now tag any author with custom tags and filter by these tags. This means you can now segment authors in any of our apps by using filtering. For example, create a stream for posts from your group of "brand advocates", or use Analytics to see how the tone of "industry leads" authors changed. To tag an author, open the author details view (now available for any source), and then click the Add button. This is similar to how you tag posts. You can see author tags in post details, and in posts list as icons. Note that it will take some time for these changes to author tags to appear in all posts. New posts from authors will get author tags directly when the posts are acquired. Author details for Twitter authors will continue to show additional details. More information: Get details on specific authors Increase engagement by using Disqus Microsoft Social Engagement introduces Disqus as an additional data source. Disqus is used by millions of websites, including blogs and news sites, to allow comments and discussions by users on relevant topics. Disqus is available as a self-service source in Microsoft Social Engagement and allows users to gather relevant data by defining keyword search topics. Secure your integration of Microsoft Dynamics 365 with Social Engagement To ensure that only the Dynamics 365 domains you own can make requests to your data in Social Engagement, you now need to explicitly add your Microsoft Dynamics 365 domains as allowed domains in Microsoft Social Engagement. If you are a Dynamics 365 administrator, you can do this by going to Settings > Allowed Domains. Add only your owned Microsoft Dynamics 365 domains as allowed domains to enable communication with Dynamics 365. NOTE With Microsoft Social Engagement 2016 Update 1.12, all *.dynamics.com domains are no longer allowed to communicate with Dynamics 365 by default. Microsoft Social Engagement 2016 Update 1.11 Dynamics 365 update We recently launched the new Dynamics 365 suite of applications. As part of this, you will now see the new Dynamics 365 brand name referenced throughout the Microsoft Social Engagement application. Previous references to Dynamics CRM are now replaced with Dynamics 365. Note that this does not affect any of your existing connections or integration functionality with Dynamics CRM instances. New Stats panel for automation rules For better visibility into the execution of your automation rules, we've added a new Stats panel. You can now see execution statistics for the last seven days to ensure the rules are working within your expectations. The panel shows the volume of posts the rules were executed on, organized by the specific actions that were taken. You can see stats across all your rules or for a specific rule. Display Office 365 profile photos in Social Engagement

14 Identifying users is now easier with the ability to see their profile photos in Microsoft Social Engagement. We acquire user profile photos from Office 365 and display them everywhere in Microsoft Social Engagement a user profile photo is shown, including on the top navigation bar and other places like the assignee on a social post, or the users a social profile is shared with. We've added a quick link to help you upload or edit your profile photo. To find this quick link, go to your Office 365 profile page from the Microsoft Social Engagement navigation bar, or to Your Preferences in Personal Settings. NOTE Photos uploaded in Office 365 may not show up right away in Microsoft Social Engagement, and you may need to refresh your browser or sign in again to see them. Updated discovery of Dynamics 365 (online) instances to work across all of our data center locations When you add a Dynamics 365 connection in Microsoft Social Engagement, you no longer need to manually select the data center location of your Dynamics 365 (online) instance. The new Check Instances button will automatically search and display all of your Dynamics 365 (online) instances across all data center locations. You can then select the specific instance to connect Microsoft Social Engagement to. Display linked images and videos in tweets in Social Engagement Images and videos that are uploaded on Twitter and linked in tweets through t.co links are now shown in Microsoft Social Engagement, in the details of a post in the post lists. This update improves the workflow by letting users see linked images and videos right away, without leaving Microsoft Social Engagement. Microsoft Social Engagement 2016 Update 1.10 Reddit as a new source We've added Reddit as a new source in Microsoft Social Engagement. Set up or edit keyword rules, and then choose Reddit as an additional search channel. You'll see Reddit posts and comments in a threaded view, and in the analytics widgets you already use. Reddit doesn't contain any location information. Share posts within Microsoft Social Engagement through a link As you work with posts, you can now generate internal links to easily share posts with other Social Engagement users in your organization. To generate a link for a post, click the Copy Internal URL button in the post details. Refresh Dynamics 365 connections to update entity metadata We recently introduced the ability to update metadata in Social Engagement by refreshing a Dynamics 365 connection. We've now extended this to also refresh Dynamics 365 entity metadata on the Dynamics 365 connection. When you refresh a connection, you'll be notified if any Dynamics 365 entities or entity attributes are no longer available, and then they'll be automatically removed from the Dynamics 365 connection. Microsoft Social Engagement 2016 Update 1.9 New listening languages You can now search four new languages in Social Engagement. Bosnian, Croatian, Serbian, and Slovenian are now available for keyword search rules, analytics filters, filter sets, and global settings for search languages and search topic defaults. Active posts in Analytics When working with posts in Analytics, you'll now see that the posts you've recently opened are highlighted. When

15 you use the up and down arrows in the top right corner of the post details view, the post list will adjust to the position of the post you re looking at. This also happens in streams when you're navigating through post details. When you're ready to go back to the post list, the last post you have opened will be at the top of your post list. Refresh Dynamics 365 connection metadata We're introducing a Refresh button to manually refresh Dynamics 365 metadata in Social Engagement. When you create a Dynamics 365 connection, Social Engagement retrieves and stores the metadata, such as Dynamics 365 version, entities, and entity properties. Any changes to the Dynamics 365 instance that result in changes to the metadata are not automatically updated in Social Engagement. Use the Refresh button to trigger an update of the metadata and keep your Dynamics 365 connection information in Social Engagement up to date. For your reference, the Last Updated On date on the Dynamics 365 connection shows when the Dynamics 365 metadata in Social Engagement was last updated. Microsoft Social Engagement 2016 Update 1.8 Simplified editing for keyword-based search rules We have improved the workflow to enter keywords, inclusions, and exclusions for keyword-based search rules in search setup. Words you enter will be displayed as individual items, which allows easier deletion and editing of search rules as well as better readability. Entering a comma or pressing the Enter key will transform the keyword into an easily-removable item. Every separated item acts as an OR operator, which was formerly represented as a comma (,). To work with this feature, go to Search Setup, and then create a new Keywords rule or edit and existing one. Set a Label action for automation rules Automation rules now let you set a label on posts based on the defined filter criteria. This allows you to automatically triage incoming social posts by setting appropriate labels on them. To work with this feature, go to Settings > Automation Rules, and then create a new rule or edit an existing one. More information: Set a label Manage search topic ownership We introduced the ability to change the owner of a search topic, so you can ensure every search topic is owned by the appropriate user in your organization. Users with the Power Analyst role can only edit owned search topics. This means you can empower these users by giving them ownership of search topics they manage. You must be an Administrator to change search topic owners. For reference, see the Understand user roles help topic. To change the owner of a search topic, go to that search topic in Search Setup, and then edit the owner. More information: Understand user roles, Create or delete a search topic Include or exclude groups from the Assignee filter We have extended the filtering capability for the Assignee filter by letting you specify whether to include Office 365 Groups for Dynamics 365. When you filter on a post assigned to a user, you can now specify whether you want to include posts assigned to any groups that the user is a member of. Previously we included posts assigned to groups a user is a member of along with posts directly assigned to that user. More information: Assignee Multiple search rule creation for Instagram, custom sources, and private messages To quickly create search topics with several rules, you can now create multiple rules for Instagram accounts, custom sources, and private messages at the same time. You'll be able to create multiple rules at once for those source types, similar to Twitter profiles and Facebook pages. The selected profiles will be saved as individual rules under the selected search topic. To work with this feature, go to Search Setup, create a new Instagram, custom sources, or private messages rule,

16 and then add multiple rules. More information: Add rules to a search topic Improved UI for filters Filters are now easier to view and use. When you open the filter editor, you'll see that active filters are now bold, collapsed. and show the number of active filters, so you can easily see all of your filters. We also reduced the need to manually scroll when you open filter dimensions. In Analytics you can now conveniently view and open a specific active filter by clicking it at the top of the Analytics page. Microsoft Social Engagement 2016 Update 1.7 Introducing Instagram as a new source in Social Engagement Instagram is now available as a source in Social Engagement, adding a way to engage on highly-relevant pictures and short videos from millions of posts published every day. To gather posts that mention a specific hashtag, you can create keyword search rules for #hashtags on Instagram to find public posts on Instagram that contain that hashtag. To follow all posts of important Instagram accounts (for example, a competitor s brand account), you can set up Instagram account rules to gather all posts from a specific Instagram account. To acquire data from Instagram, you'll need to add at least one Instagram profile to your social profiles in Social Engagement, and then allow data acquisition for that profile. More information: Add a keywords rule, Add an Instagram rule, Manage access tokens Link to Dynamics 365 is now available for Professional licenses We re excited to announce that all customers using Dynamics 365 in combination with Social Engagement can now create Dynamics 365 entities from a post in Social Engagement. Users with a Professional license can now link a post to Dynamics 365 and trigger a workflow in Dynamics 365. While users with a Microsoft Social Engagement Professional license now can create new records in Dynamics 365 from single posts, the automated record creation using automation rules continues to be available for Enterprise licenses only. More information: Link posts from Social Engagement to Dynamics 365, Integrate Social Engagement with Office 365 New and faster acquisition of posts from Facebook pages Social Engagement has significantly improved the data freshness of posts and comments from Facebook pages. To start using the new data acquisition, you need to add at least one Facebook acquisition profile to the social profiles in Social Engagement. Authenticated Facebook acquisition profiles generate a User Access token on Facebook. Tokens authenticated for data acquisition usually have a lifetime of about 60 days, due to Facebook's requirements. Administrators and profile owners will receive notifications when a profile is about to expire. More information: Manage social profiles, Manage access tokens, Check the health state of your social profiles Multi-creation of search rules and filtering on search To improve the experience when you set up new search rules, Social Engagement now lets you set up multiple Twitter search rules and Facebook pages rules at one time. Create a new Twitter or Facebook rule, and then search for the Facebook pages or Twitter profiles you want to add under the current search topic. To quickly find search topics or search rules that contain a specific word or phrase, you can now apply a filter in the Category and Search Topics pane. Start typing the string that you're looking for and see all topics or rules matching what you type. Additionally, you can filter for languages and sources in the search topic configuration and search for custom sources on the custom sources tab. More information: Add rules to a search topic, Add a Twitter rule, Add a Facebook pages rule Manage custom tags

17 Some tags may become obsolete over time, or you might want to rename them. Maintain your custom tags and let your users work with relevant items. Administrators can now rename custom tags and delete them if they aren t needed anymore. More information: Work with tags Review the quality of auto tags Having insights about the quality and history of the learning models for auto tags and intentions helps you efficiently manage and optimize the auto tags feature. In Settings, on the Auto Tags page, you'll now find information about the quality of the machine learning model for each auto tag. More information: Work with tags Include or exclude the Label filter You can now build streams in Social Center that cover a variety of workflows by using the updated Label filter. The label filter now lets you choose if you want the see posts that have the selected label assigned, or if you want to explicitly see posts that don t have the selected label assigned. For example, you could work with labels like Closed or Case resolved and filter out those labels in a stream that shows posts assigned to a group of users, so they work on the posts that still require action. More information: Get to know supported filters, Use filters to see relevant data Automatically assign posts to a user or a group by using automation rules Further extending the capabilities for automated triage of newly-found posts, automation rules now provide the Assign-to action. Based on the filters you define, posts are automatically assigned to a user or a group. For example, you can assign posts with purchase intentions to your sales team for follow-up. Or, you can assign posts with negative sentiment that mention your company s service or product to your customer service team. To quickly check the number of posts that are processed by an automation rule, Social Engagement now shows how many posts might match your filters. When you define the filters, you'll see how many posts previously matched the selected filters in your default time frame, so you can see if that s within your expectations. Additionally, the actions for each automation rule are now displayed in a list so you can easily edit them. More information: Route posts using automation rules Direct messages and private messages now support up to 10,000 characters Direct messages on Twitter and private messages on Facebook now support up to 10,000 characters per message and let you write longer replies to your audience. You'll be notified if you're about to reach the character limit. More information: Engage in private conversations Details for Twitter posts now show threads for replies and retweets To help you better understand the impact or the context of a post, the detailed view of a Twitter post now shows replies and retweets as separate threads. Replies are now related to the posts they reply to, rather than being treated as individual posts. More information: Drive business objectives using posts New options to handle posts that no longer match a stream s data set In Social Center, streams now let you choose how to handle posts that no longer match a stream's data set. You can either let the stream automatically hide these posts, or you can choose to be notified in the stream before a post is hidden. Not only does this let you work more efficiently when you triage posts, it also lets you work with posts faster. More information: Keep track of live data streams with Social Center, Configure a stream

18 Updated Help & Training Center As tons of great features were added to Social Engagement in recent releases, we expanded the footprint of our help content. To get you to the right information quickly, we refined the Social Engagement Help & Training Center page. Check back regularly we keep refreshing the content as new features are released. More information: Microsoft Social Engagement Help & Training Microsoft Social Engagement 2016 Update 1.6 Work more efficiently in streams and post lists Increase your productivity and work smoothly with posts. Streams and post lists now let you quickly skip to the next post as you review post details. Click the Previous/Next arrows to quickly move between posts. And Social Engagement now buffers all actions you apply to a post, saving you valuable time by queuing actions rather than having to complete every action before you can apply the next one. Introducing smart data sets Customers now have the convenience of working with smart data sets data sets that only display applicable filters. Smart data sets ensure that customers will always configure valid data sets. A notification will appear if you're using a filter that is not supported by an interaction area. More information: Get relevant data using filters Microsoft Social Engagement 2016 Update 1.5 Introducing auto tags and adaptive learning on tags You can now enable adaptive learning on your custom tags by adding them to your list of auto tags. Social Engagement applies adaptive machine learning on these tags to predict tags for new incoming posts. This allows the system to learn from users' edits on tags and the tagging of posts Custom tags use text analytics and Azure machine learning techniques to learn patterns from posts manually tagged by users. As more labeled data becomes available, the service can continually learn and improve quality. Labeled data includes tags that are added by the user manually, tags that are added by the system and confirmed by the user, or tags that are added by the system and removed by the user. New, incoming (unlabeled) posts can be scored automatically by the service and analyzed throughout Social Engagement. Auto scoring quality can be monitored in the corresponding Settings page. The feature will be rolled out gradually for a smooth transition. No action is required on your part. You'll find the new page in Settings > Global Settings > Auto Tags when the feature is available. More information: Work with tags Introducing Chinese and Japanese sentiment detection Social Engagement now includes sentiment calculation for Chinese and Japanese in addition to the already available languages. Understand at a glance how the perception of your audience is toward the terms you search for. For more information about the languages that Social Engagement is translated into and sentiment analysis, see Microsoft Social Engagement Translation Guide, Adaptive learning based on changes to organization s sentiment values. Extended source coverage: Blogs We have extended the current coverage of the Blogs source. The extended source is automatically included if you set up a new search topic with a keyword rule. To avoid an unintentional surpassing of your monthly post quota, your existing search topics will continue to acquire posts with the previous source coverage. If you want to update existing search topics to include the extended coverage of the Blogs source, you can edit your existing keyword search rules, for example by adding a comma (,) and save the edited rule.

19 More information: Set up searches to listen to social media conversations Open linked social posts with the interactive experience in Dynamics 365 Dynamics 365 recently introduced the new interactive service hubthat offers a different user experience from the web client. For Dynamics 365 entities that are enabled for interactive experience, we now automatically take you to the interactive service hub when you open a record on a social post that is linked to Dynamics 365. Dynamics 365 entities not enabled for interactive experience will continue to be opened in the web client. Engage with social profiles The social profiles page is redesigned in preparation for future functionality changes. You can easily add tokens to interact with posts and view the health state of your tokens. More information: Manage access tokens Fewer pop-ups when linking posts to Dynamics 365 (online) The authentication mechanism has changed for linking a social post to Dynamics 365 from client-side to serverside. With this change you will no longer see authentication pop-ups when linking a post or viewing a linked post in Social Engagement. However, you may still see pop-ups when you link or view a post if you have a Dynamics 365 instance that is older than the Dynamics 365 Online 2016 update, is located in the North America 2 datacenter, or is on-premises. The feature will be rolled out gradually for a smooth transition. No action is required on your part. To learn more about this feature, see Link posts from Social Engagement to Dynamics 365 Microsoft Social Engagement 2016 Update 1.4 Introducing custom tags With our last release, we introduced intention tags a set of predefined tags that are automatically added to posts based on author intent. We're extending the capabilities of the tags feature with custom tags. In addition to intention tags, you can now manually add one or more custom tags to posts. Custom tags allow you to freely choose the tag names and the posts you want to add them to. Tags come in very handy when you want to provide additional context to posts, highlight important announcements, build triage queues, and enable a more detailed structuring of your data set. You can also filter posts by custom tags to narrow your analysis, or define streams based on them. The Tags widget was also updated to reflect the number of posts with custom tags. Check it out on Analytics > Conversations and understand at a glance how the tags are distributed in your data set. More information: Work with posts New source: Forums Forums are digital discussion boards on the Internet where people discuss all kinds of topics. Understanding your audience requires listening to what is on their minds. Great ideas often arise from lively discussions, and forums give you a great way to reach them and find out what people think about topics that matter to your business. Find out what customers are saying on a variety of public Internet forums. Social Engagement offers forums as a new source so you can better understand the topics and issues you come across in forum discussions. Keyword searches on forums can help you gather relevant posts for your search topics. To start using this new source, either set up a new search topic or edit an existing search topic and include Forums in the source of your keyword rule. Some forums provide location data, so their posts can show as part of the Location Insights widget, or on an activity map. Check out your location data on Analytics > Locations to find out where the authors of the forum posts are located. More information: Set up searches to listen to social media conversations

20 Stream social data to Microsoft Azure Event Hubs Using Azure Event Hubs a highly scalable publish-subscribe event ingestor that handles millions of events per second you can transform and store social data for further processing. Specify an automation rule in Social Engagement and stream all posts that match this rule as events to a connected event hub. Once you have the data in the event hub, you can access it from any application that you connect to your event hub. When Social Engagement sends a social post as an event to Azure Event Hubs, a JSON payload is submitted to the connected event hub. Along with the default properties of the post, you can define custom key-value pairs to add when you set up the automation rule for a given data set to create custom analytics scenarios and advanced reporting capabilities. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs React to a public conversation with a private message Conversations on Twitter usually start on public timelines of individual users. Especially with support requests, additional information is often required (for example a billing number, or a real name confirmation). This additional information usually isn t intended for the public and needs to be shared in a private way. Social Engagement now lets you add a link to start a private conversation to any public reply on Twitter. This lets you turn any public conversation into a private one, without losing the context. More information: Drive business objectives using posts Microsoft Social Engagement 2016 Update 1.3 Understand an author's intent using intention analysis To help increase team efficiency for sales and service organizations, Social Engagement automatically detects intentions in English social posts on Facebook and Twitter. Intention tags are applied to acquired posts and are analyzed by a machine-learning based algorithm to detect author s intentions. Posts that are picked up by a search topic are scored against the algorithm and if applicable, marked with the intentions identified. In addition to the automated tagging, you can manually add tags or remove tags from posts. More information: Work with tags To analyze the intentions in the user interface, we introduced the Intentions widget. It displays a distribution of the intention tags in your current data set. The metrics include the total number of posts with intention tags, the number of posts per intention tag, and the trend per intention tag. Analyzing the intentions over a data set gives you quick insights into what's on the top of your audience's mind. At a glance, you can find out if there are more purchase intents after you launched a marketing campaign and get an additional indicator of its success. Or, you can see if there are major issues bubbling up due to an increased volume of posts with support requests or complaints. More information: Gain insights from public conversations Route posts using automation rules Automatically link posts matching your filter criteria to Dynamics 365 entities such as cases and leads. Combine this with intention analysis and you can setup an automated triage process. For example, customer issues on social media can be automatically identified and routed to your service department as cases. More information: Route posts using automation rules Sentiment analysis for the Arabic language The updated sentiment algorithm provides you with the capability to perform sentiment analysis for posts in Arabic. Additionally, post content in Arabic, Hebrew, or Urdu now displays with a right-to-left alignment in the post list and in post details. More information: Microsoft Social Engagement Translation Guide, Adaptive learning based on changes to organization s sentiment values Share a link from a post found in Social Engagement When you find a post in Social Engagement, be it on a stream in Social Center, or in the post list in Analytics, you can share this post to your peers with a few clicks. Simply click the Post Link button and add some text to your

21 post. Choose the social profile to post to, and you re done. Give it a try. More information: Drive business objectives using posts Improvements to Link-to-Dynamics 365 user experience We introduced improvements when requesting information from the Dynamics 365 discovery service and updated the error messages when there's an issue with the connection to Dynamics 365. Authentication requests are now handled more smoothly when you link a post from Social Engagement to Dynamics 365 (on-premises). Microsoft Social Engagement 2016 Update 1.2 Add photos when replying to a post A picture tells more than a thousand words. When you reply to a post on Twitter or Facebook from within Social Engagement, you can now add photos to your replies. More information: Drive business objectives using posts View details about Twitter profiles in Social Engagement Social profiles are vital for the success of your social strategy. To give you a quick way to update, add, or share profiles, we moved them to their own page in the Settings area. More information: Manage social profiles Search Setup available on all devices We ve added support for all devices to the Search Setup area. You can now not only check how your search topics are configured and what type of rules they contain, but also create searches or edit them while you re on the go. For more information about how to set up searches, see Set up searches to listen to social media conversations. Tweaks to user experience When you review the organization of your search topics in the category list, the search rules in a search topic are now represented with the corresponding icons. Additionally, we refined the post list layout. The post list in Analytics and the wide view of streams now separate information about the author from the post's content for improved readability. New and improved functionality on widgets The Sources widget now comes with a full-screen view to show the entire list of sources and their number of posts. The Sources History widget now comes with improved highlighting of data points, so you can easily see the values of the data. Authors by Source not only shows the five most active sources, but also summarizes how many authors posted in the other sources. New videos added We ve added the following new videos to the collection: 3 intelligent ways to engage your customers in Microsoft Social Engagement 2016 (3:00) and New features in Microsoft Social Engagement 2016 (4:19). Check back regularly for new multimedia assets that help you to get up to speed quickly with Social Engagement. Have a look at the updated Videos & ebooks page for a collection of all published multimedia content. Microsoft Social Engagement 2016 Update 1.1 Add custom sources from public RSS and Atom feeds Extend the coverage of your data sources by adding custom sources in Social Engagement. Custom sources offer a way to get additional data from your favorite public RSS and Atom feeds. Broaden your sources while efficiently keeping track of all of your feeds. You can create search topic rules and filters to gain further insight into all your sources. More information: Create or delete custom sources View details about Twitter profiles in Social Engagement Microsoft Social Engagement offers a built-in experience to find details about Twitter profiles. Learn about the author s interests and who they re interacting with. At a glance, see what media and hashtags the author posted in the past 30 days. Quickly spot the relation of your social profiles with the author and start following directly from

22 within Social Engagement. Get an idea of what s on the author s mind with a chronological list of their latest tweets. You can get to the author details by clicking the author details button in the author widget, or by clicking the profile picture in the Social Center and Analytics post list. Learn about author interests and their backgrounds through author lookup to keep track of people who impact your social feed. More information: Access author details Collaborate with Office 365 Groups in Social Engagement Help get groups collaborating in your organization. In addition to working with individual users in Social Engagement, you can now work with Office 365 Groups. Assign posts to groups to make entire teams aware of them. Share social profiles and streams with groups to make sure the right teams have access to the relevant profiles and data. Office 365 Groups can be created and managed from within the Office 365 admin center or Outlook, and Social Engagement synchronizes your organization s groups for convenient usage from within Social Engagement. More information: Work with Office 365 Groups in Social Engagement Add photos when publishing a post When authoring a fresh post from within Social Engagement, you can now add photos to your posts. Create visually-appealing posts on Twitter and Facebook pages when interacting with your audience. More information: Drive business objectives using posts Create records from social posts in Microsoft Dynamics 365 (on-premises) (IFD-enabled) Admins can now connect their organization's Social Engagement solution to a Microsoft Dynamics 365 (onpremises) instance. The new capabilities offer another level of operational efficiency to your sales, marketing, and service teams who are using the Social Engagement solution. More information: Link posts from Social Engagement to Dynamics 365, CRM Help & Training: Set up rules to automatically create or update records in CRM Microsoft Social Engagement 2016 Update 1 Turkish language is now supported Get in touch with your audience using Turkish language. The acquisition of social posts, the application interface, and sentiment calculation are now available for Turkish in addition to the already-available languages for the application interface and sentiment calculation. For more information about the languages that Social Engagement is translated into, see the Microsoft Social Engagement Translation Guide. Streams showing posts from the past 14 days To ensure streams show only the most recent information for more effective and relevant engagement, we have limited them to show only posts from the past 14 days. You can always see earlier posts in Analytics, which you can now get to directly from Social Center. More information: Explore more options with your data set Better language detection with Microsoft Translator Social Engagement now uses the Microsoft Translator (API) to provide better language detection for all available languages in collaboration with Bing. Posts that were found so far without a predefined language from data acquisition are analyzed and, if possible, are categorized into one of our 20 available languages. Publish tweets and posts to Facebook pages from Social Center Reach out proactively to your audience by composing new posts as an integrated experience for either Twitter or Facebook pages in Social Center. In addition to the reactive interactions, Social Engagement now lets you compose new tweets or posts to Facebook pages directly from Social Center. All you need is an authenticated social profile in Social Engagement to start reaching out to your audience immediately! More information: Drive business objectives using posts Filtering for posts linked to Dynamics 365 Social Engagement now allows filtering for posts that are either linked or not linked to Dynamics 365. Apply a filter for your data set and find linked posts quickly. Build streams and workflows to track the posts that require your attention. More information: Get to know your filters

23 Microsoft Social Engagement 2015 Updates 12/15/ min to read Edit Online Microsoft Social Engagement 2015 Update 1.2 Create records in Dynamics 365 from a post in Social Engagement Admins can now connect one or more Dynamics 365 (online) instance with their organization s Social Engagement solution to create social activities and records in Dynamics 365 from a post in Social Engagement. With these new capabilities, increase the efficiency of your sales, marketing, and service teams, by creating rules for automatic conversions of social activity to any system or custom record in Dynamics 365. You'll be able to create or update one or more records from a single social activity, and provide additional information to define conditions in the conversion rules. More information: Link posts from Social Engagement to Dynamics 365, Set up rules to automatically create or update records in CRM Adaptive learning for an organization s sentiment calculations The sentiment algorithm can now learn from edits to sentiment values. You can turn on the adaptive learning by going to Settings > Global Settings > Sentiment, and then turn it off at any time when you re satisfied with the quality level of your sentiment. You can also reset all edited sentiment values to the default base model for sentiment detection. The sentiment algorithm builds a dedicated model based on the users inputs for each organization individually. More information: Adaptive learning for your organization s sentiment value edits New sentiment and app languages introduced The application interface and sentiment calculation are now available for Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian, and Swedish besides the already available languages for the application interface and sentiment calculation. For more information about the languages that Social Engagement is translated into, see the Microsoft Social Engagement Translation Guide. Mobile-friendly settings and alerts The Settings and Alerts areas are updated to enrich the experience for mobile devices and tablets. More information: Get started with Social Engagement Social profiles moved to personal settings area You can now manage your social profiles by navigating to Settings > Personal Settings > Social Profiles. For more information on how to work with social profiles, see Manage social profiles Microsoft Social Engagement 2015 Update 1.1 Visualize posts in real-time with activity maps Create and manage activity maps to see real-time visualizations of posts with location information. Show this on a large screen and let your audience know where your topics are being discussed in the world. More information: Define activity maps to view real-time data Analyze posts with unified sentiment Sentiment values are no longer target specific, so you don t need to select a search topic to see sentiment values for the posts anymore. The sentiment value of a post is now determined regardless of the keywords that you chose while setting up your search topics. More information: Understand the public perception using Sentiment Analysis Administer Social Engagement with a redesigned Settings area All pages in the Settings area now adapt to the screen size of tablets. Additionally, Solution Defaults are now called Global Settings.

24 Download data to Excel Widgets in the Analytics area of Social Engagement now let you export data points to a downloadable Excel file. Along with the visualized data points, additional details regarding the configuration of the data set are shared. More information: Export data from widgets and lists Expand the Authors widget to full view You can now expand the Authors widget in the Analytics area to see, and work with, up to 100 records. You can remove authors in bulk from your solution s data acquisition and add quick filters to include several authors at once. More information: Understand widgets on the Overview page Provide delegated administration privileges to Microsoft cloud service providers Customers can now delegate the administration of their Social Engagement solution to a cloud service provider, without adding the service provider as a licensed user. More information: Enable a partner as a delegated admin Microsoft Social Engagement 2015 Update 1 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 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: Gain insights from public conversations. 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

25 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.

26 Social selling - grow your network and boost sales 12/15/ min to read Edit Online Buying decisions are often influenced by information found on the Internet and on social media. Salespeople can leverage social media for their sales processes, become thought leaders, and increase their social presence by participating in conversations about their products or services. This overview suggests ways you and your team can use Social Engagement to grow your network, find new leads, and boost sales. Stay on top of the conversation, and bring opportunities over to Dynamics 365 for further nurturing. Prerequisites You have a Social Engagement license assigned. Social Engagement is set up. Search topics are configured and data acquisition is up and running. You have the required user roles and permissions assigned in Social Engagement. Social selling: grow your network and influence Learn how to install, configure, and personalize the Social Selling Assistant to increase your presence on social media. 1. Configure Social Engagement for the Social Selling Assistant. 2. Add your social profiles to Social Engagement. 3. Personalize the Social Selling Assistant. 4. Grow your network by using the Social Selling Assistant. Sales efficiency: create leads in Dynamics 365 from social posts Save time and minimize repetitive activities. Create new records in Dynamics 365 directly from a post within Social Engagement. For example, you can create a lead and assign it to the right salesperson in Dynamics 365 so they can follow up with potential customers efficiently. 1. Get an overview of Dynamics 365 integration. 2. Set up the connection to Dynamics Set up record details for leads. 4. Create a lead from a post in Social Engagement.

27 Sales automation: leverage intelligence to automatically find leads Let Social Engagement work for you. Learn how automated intention analysis can help triage incoming posts. You can create new leads from purchase intentions automatically by using automation rules. More information: Route posts by using automation rules Social trend scout: set up trend alerts to learn about significant changes If you're gathering posts that mention your main competitor, you can set up a trend alert to stay on top of what the competitor is doing launching a new product, for example. Trend alerts are triggered when the number of newly found posts significantly exceeds the average number of posts. Create notifications that are automatically sent to a group of recipients when a post or a trending change matches your filters. You can set the sensitivity of a trend alert when you create it, or adjust it later. Social analytics: add widgets with social insights to entity forms in Dynamics 365 Dynamics 365 (online) users can add Social Engagement charts and visuals to dashboards or to account, contact, or competitor forms. More information: Dynamics 365 Help & Training: Add Social Engagement visuals to a dashboard or account See also Connect Dynamics 365 and Social Engagement Link posts from Social Engagement to Dynamics 365 Work with posts

28 Manage your brand and reputation on social media 12/15/ min to read Edit Online To successfully manage the reputation of your brand, it's essential to monitor the conversations about it on social media. Find out how the public perception of your brand is evolving and how you can actively engage with your customers. This overview provides a step-by-step description of how you and your team can use Social Engagement to monitor your brand reputation, review the performance of social media campaigns, engage with prospects, and find new leads for your sales team. Prerequisites You have a Social Engagement license assigned. Social Engagement is set up. Search topics are configured and data acquisition is up and running. To listen to conversations about your brand, it's important that you create a search topic that gathers relevant posts. You have the required user roles and permissions assigned in Social Engagement. Brand reputation To find out how a brand is perceived on social media, after you set up a search topic for it, Social Engagement provides sentiment analysis capabilities in the original language by using natural language processing and machine learning capabilities. 1. Get an overview of the posts that mention your brand on the Overview page in Analytics. 2. Go to Analytics > Sentiment to get insights into how people feel about your brand and find out who your brand advocates are. 3. See which topics are being discussed around your brand on the Conversation page in Analytics. Campaign performance Campaigns on social media often revolve around a specific term, for example a hashtag. If you set up a search topic for this term, Social Engagement helps you understand at a glance how your campaign is performing. 1. Get started analyzing the conversations about your campaign on the Conversation page in Analytics. 2. Create an activity map to see newly found posts on a map with location data in real time. 3. Review the sentiment of posts that mention your brand on the Sentiment page in Analytics.

29 Find leads for the sales team Identify potential leads on social media and let your sales team know about them. Social Engagement lets you create new leads in Dynamics 365 directly from a post within Social Engagement. 1. Use intention analysis to look for posts that express a purchase intent. 2. Link these posts to Dynamics 365 to create a new lead record. 3. Automate this workflow by using an automation rule for every post tagged with Purchase Intention. Share your content on social media Have you launched or refreshed a product or service? Let your marketing team share it with the world. Publish posts and engage with your communities on social media with Social Engagement. 1. Add social profiles and share them with your team. 2. Publish your news to social networks to spread the word about your products and services. 3. Work with Office 365 groups to share social profiles or streams with a larger team. Customer stories Port aims to proactively address issues with Social Engagement Marston's delivers personalized service in real time with Dynamics 365 See also Social Engagement overview Get started with Social Engagement Manage connections in Social Engagement Engage on social networks

30 Address customer service scenarios on social media with Social Engagement 1/24/ min to read Edit Online Do you want to offer fast, powerful support to your customers on social channels? This overview suggests ways you and your team can use Social Engagement to address your customers' service requests on social media. Social Engagement lets you keep track of requests and adds intelligence on top of this tracking. You can answer customers directly in Social Engagement or link them to Dynamics 365 for further tracking. Prerequisites You (and any user you plan to work with) have a Social Engagement license assigned. Social Engagement is set up. Search topics are configured and data acquisition is up and running. You have the required user roles and permissions assigned in Social Engagement. Social customer care scenario overview The following steps describe an end-to-end configuration for social customer care. Review the steps and decide which are relevant for your customer care scenario. 1. Enable service reps to engage with customers via social media by adding and sharing social profiles and streams. 2. Before you start engaging with customers, you need to create a search topic with rules that gather all posts that address your organization's social profiles. For example, if you added a Twitter or Facebook page profile, make sure you allow the acquisition of private messages and create search rules that gather private messages and all post types for the profile. 3. Add tags, automatically and manually, and learn how automated intention analysis can help triage incoming posts. Let Social Engagement do some of your work for you. 4. Save time on repetitive tasks. Create new case records in Dynamics 365 directly from a post within Social Engagement. 5. Collaborate with your team and make sure they address the right customer issue with the intended priority. NOTE Some of these capabilities can be automated. More information: Route posts using automation rules

31 Manage social profiles to participate in conversations Learn how to add and share social profiles and streams in Social Center, how to keep them up and running, and how to enable users to post on behalf of your organization. 1. Add a new social profile. 2. Share a social profile. 3. Create and share a stream. 4. Keep social profiles up and running. Use intelligence to boost productivity Let Social Engagement work for you. Find out how you can add tags to important posts, automatically or manually, and learn how intention analysis can help triage incoming posts and how to automate this process. Define a new tag so you can add it to posts. Let the system learn from the tags you added and automate the tagging of posts. Get Social Engagement to find the intentions in posts to enable quick triage of large number of posts. For example, you can route support requests to your service reps. To further increase efficiency, you can automate the routing of posts by using automation rules. Create support cases in Dynamics 365 from social posts Save time and minimize repetitive activities. Social Engagement lets you create new records in Dynamics 365 directly from a post within Social Engagement. For example, you can create a case and assign it so the right service rep in Dynamics 365 so they review and solve the case efficiently. 1. Get an overview of the Dynamics 365 integration. 2. Set up the connection to Dynamics Set up record details for cases. 4. Create a case from a post in Social Engagement. Establish workflows and collaborate with other users Collaborate with your team and make sure they prioritize the right issues. 1. Assign posts to other users to distribute work across the team. 2. Share streams with other users so they can work on posts in near real time. 3. Add labels to posts to route them to specific streams. NOTE Social Engagement leverages Office 365 Groups to enable collaboration with groups of people. More information: Work with Office 365 Groups in Social Engagement Customer stories UK banking disrupted: Metro Bank reinvents customer service with Microsoft

32 5 tips to help your business weather changes in the financial services industry See also Connect Dynamics 365 and Social Engagement Link posts from Social Engagement to Dynamics 365 Work with posts

33 Get started with Social Engagement 12/15/ min to read Edit Online 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 start to work with the various features and areas. Prerequisites To provide you the best experience with Social Engagement, it's a good idea to keep your browser updated to the latest version. Supported browsers At least Internet Explorer 11 Latest version of Google Chrome Latest version of Mozilla Firefox Latest version of Apple Safari Supported mobile devices Windows Phone 8 and 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 Sign in to Social Engagement NOTE To use Social Engagement, you must have an Office 365 subscription and be set up 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 then click 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. More information: Sign in to Social Engagement Navigate the application s main areas Use the bar at the top of the page to move between all of the different areas of Social Engagement. Pages that you see depend on the permissions that your system administrator assigned to you.

34 The navigation controls are as follows: App launcher: Quickly go 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: Click this button to see the application areas and quickly switch to the area that you are looking for. Sign out/change Profile: You can change your profile by clicking the View Office 365 profile option or 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 that apply to 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 of your solution s data acquisition status and its progress 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 that show 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 needs. More information: Analyze social data using widgets Private Messages: Find all private messages in the solution with a single click. This is not an application but a shortcut to a view on the post list with the filter for private messages enabled. More information: View posts and conversations in Social Engagement Social Center: Create and manage real-time streams of posts that match a selected data set. Depending

35 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 Activity Maps: Create and manage activity maps to see real-time visualizations of posts with location information. Show this on a large screen and let your audience know where in the world your topics are discussed. More information: Define activity maps to view real-time data Social Selling: Work with the Social Selling Assistant directly from within Social Engagement and get recommendations on relevant and shareable content that really matters to you. More information: Empower your salespeople with the Social Selling Assistant Message Center: Create and manage alerts to get the most recent posts or significant changes delivered by to the specified recipients. More information: Stay up to date with alerts 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: Administer 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 that all search topics gathered in the specified time frame. All pages in the Analytics area share the following structure: Analysis focus: Define the data that 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 the filters that are applied to your current data set, and quickly edit or remove them. More options: Use the current filters to work with the same data set in another area of Social Engagement. More information: Explore more options with your data set

36 Time frame: Select the dates for which 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: Move between the different pages of the Analytics area. Each page provides a more detailed view of important 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 phrases that 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 toward a search topic. Find phrases that 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 social conversations are most active. More information: See the locations for the posts Sources: Find sources that are used most 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 when certain criteria are present. For example, a map on the Location Insights widget shows when you select filters that may include posts with location data. When 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 in this area of the page are always there. When 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 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. More information: View posts and conversations in Social Engagement 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.

37 Page navigation: Move between the different pages of the settings area. Each page lets you 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. 1. Personal Settings: Define how the application displays for you. The values are initially set by an administrator, but you can change the defaults according to your needs. More information: Set your preferences for the user interface 2. Global Settings: Administrators can set system-wide defaults that apply to all new users and newly-created search topics. More information: Manage global settings 3. 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 4. User Management: Administrators define permissions and roles for the users of their solution. More information: Understand user roles 5. Connections: Administrators can connect Social Engagement with Dynamics 365 to create new records in the connected Dynamics 365 instances, or stream posts as events to Azure Event Hubs. More information: Manage connections in Social Engagement, Set up the connection between Dynamics 365 and Social Engagement, Stream data from Social Engagement to Microsoft Azure Event Hubs 6. Automation Rules: Create rules that automatically perform actions on a specified data set. More information: Route posts using automation rules Settings options: Set the values on the settings pages according to your needs. More information: Administer Microsoft Social Engagement Privacy notices Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content

38 and your IP address, may be shared with those services. 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 Manage global settings Set up searches to listen to social media conversations

39 Sign in to Social Engagement 12/15/ min to read Edit Online To sign in to Social Engagement, you'll need to be assigned a user license. Your organization's Office 365 administrator assigns user licenses when setting up Social Engagement. For more information about assigning licenses to users, see Manage user licenses. Sign in to Social Engagement from the Office 365 admin center Sign in to the Social Engagement online service from the Office 365 Admin Center. 1. In your browser, open 2. Sign in with your Social Engagement credentials, for example, user@contoso.onmicrosoft.com. 3. From the Office 365 app launcher, click Social Engagement. You'll be redirected to your organization's Social Engagement solution. For more information and to learn about important administration features, see About the Office 365 admin center - Admin Help. TIP If you don t see a shortcut to Social Engagement on the Office 365 nav bar, verify that a Social Engagement license is assigned to you. Sign in to Social Engagement by using the app URL We recommend saving the URL for your Social Engagement solution to your browser's favorites, and getting to know the app URL. You'll need this URL each time you want to sign in to Social Engagement. If you re looking for Social Engagement, the URL includes your organization s appid, and will look like this: See Also Get started with Social Engagement Manage licenses for Social Engagement Analyze social data using widgets

40 Set your preferences for the user interface 12/15/ min to read Edit Online 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 Default time frame in Analytics Preferred color theme Date and time format Number format Chart format Edit your user preferences 1. On the nav bar, click the Settings button > My Preferences. --OR-- Navigate to Settings > Personal Settings. 2. On Your Preferences, in the drop-down menus and dialog boxes, set your options. 3. Click Save to apply your changes. OPTION Profile Photo WHAT YOU CAN DO Click Edit to navigate to your Office 365 account and upload the photo that you want to use as your profile photo. The new photo will replace the default profile photo and will be visible in various areas of Social Engagement where the user activity is involved. Note that changes to your Office 365 account may take time to synchronize. You can also change your profile by clicking the View Office 365 profile option on the top navigation bar. Screen language Choose the language that the application will be displayed in. The available languages for Social Engagement are listed in the Translation Guide download. Date and time format Theme Number format Set the default date and time format for charts and graphs in the dialog box. Choose between a light and a dark color theme for your user interface. Choose from a predefined set of option to display numbers on the user interface.

41 OPTION WHAT YOU CAN DO Default time frame Chart format Set the default time frame to present data in your charts and graphs for analysis. You can change the time frame at any time. You can choose between Chart and Table view. Choose if you want to see the data points represented as charts or as tables with fields for individual data points. Additionally, you can choose to render widgets with filling patterns or solid colors, depending on your preferences. See Also See Also Get started with Social Engagement Manage global settings

42 Get help with Social Engagement 12/15/ min to read Edit Online We have several ways to help you get started with Microsoft Social Engagement: Videos and ebooks: Take a look at 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, click the Help button on the nav bar, and then select First things first. Find help topics Social Engagement redirects you to context-sensitive help topics that provide guidance for the page you re working with when you open help. 1. On the nav bar, click the Help button. 2. In the drop-down list, select Help. See Also Get started with Social Engagement Set up searches to listen to social media conversations Administer Microsoft Social Engagement

43 Stay up to date with alerts 1/24/ min to read Edit Online You can create notifications to automatically send to a group of recipients when triggered. Alerts are userspecific, and every user role can create them. There are two types of alerts, which are based on filters and search topics: Post alert: An notification is delivered to all specified addresses within a few hours if any new posts match the selected filters. A summary is delivered to your account. Trend alert: An notification is delivered to all specified addresses within a few hours if the volume of posts for any source exceeds the statistical expectation. A trend alert notifies you only if there are significant changes in post volumes that match the filters that you defined for an alert. Configure and manage your alerts in the Message Center. Your alerts configuration is visible only to you. Recipients of the alert won't be able to see or edit your alert configuration. However, an admin can remove addresses from all alerts they are mapped to. Alert s contain a link to the data set that matches the posts that triggered the alert. Choose this link to open and review the content in Social Engagement. View your alerts list To review your alerts, go to Message Center > Alert Configuration. The information that you'll see about each alert is explained in the following table. LIST ENTRY / SYMBOL Alert symbol Alert name Alert type Delete button WHAT IT MEANS Indicates whether the alert is enabled or paused. A gray symbol means that the alert is inactive. An orange symbol means that the alert is active. Name you provided while setting up the alert. Type of alert you set up. Delete an existing alert from the list if you no longer need it. Create an alert A simple way to create an alert is directly from 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 in Analytics. You can also go to the Message Center and create an alert. More information: Explore more options with your data set

44 1. Go to Message Center > Alert Configuration. 2. In the Alerts pane, click the Add button. 3. In the alert configuration dialog box, enter a name (up to 128 characters) for your alert. 4. Select the status of your alert. If you want to be notified right away, select Active. If you prepare the alert for a specific event in the future and plan to activate it later, select Inactive. 5. Select the alert type to create: Post Alert to receive an alert if a post matches your filters. For post alerts, select the No duplicates check box if you don't want to be informed when the same content appears in multiple sources. Trend Alert to receive an alert if the post volume exceeds the statistical expectation for your filters. For trend alerts, select the sensitivity of your alert by selecting from the options. 6. Or, edit the data set or add more recipients for your alert. 7. Click Save. Change or delete an alert You can edit or delete any alerts that you created in the Message Center. Any changes in the alert configuration are applied immediately. TIP You can't change the alert type after you create a new alert. However, you can always edit and update the data set, recipients, and name for an existing alert. You can set an alert status to inactive, or you can reactivate an inactive alert at any time. Recipients of an inactive or deleted alert will no longer receive the notification from this alert. If the alert configuration gets updated after an alert was sent, all links in the alert will match the updated configuration. Change an alert 1. Go to Message Center > Alert Configuration. 2. Select the alert that you want to edit. 3. In the Alert Details pane, edit the values that you want to change. 4. To save your changes, click Save. Delete an alert 1. Go to Message Center > Alert Configuration. 2. In the Alerts pane, find the alert that you want to delete, and then click the Delete button. 3. Confirm the deletion. NOTE If an alert has been deleted, links in the alert will redirect to Analytics > Overview with your default time frame selected.

45 Manage alert recipients as administrator In an administrator role, you can look up addresses and remove them from alerts that were configured by other users in your organization. You can also export the list of alerts that go to a specific address. 1. Go to Message Center > Manage Recipients. 2. Enter the address you want to search for. 3. Select Remove recipient to remove the address from the matching alerts. Optionally, you can select Export to download a list of the alerts that contain this recipient. Set a trend alert's sensitivity After you create a trend alert, you may find that you receive too many (or too few) notifications. You can adjust the sensitivity to trigger the level of alerts more precisely. 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 work with a trend alert, you can select from five sensitivity settings: SENSITIVITY CONDITION TO TRIGGER A TREND ALERT Very low Low Balanced High Very high Post volume > (4 the standard deviation) + average number of posts. Post volume > (2.5 the standard deviation) + average number of posts. Post volume > (1.66 the standard deviation) + average number of posts. Post volume > (1.25 the standard deviation) + average number of posts. Post volume > standard deviation + average number of posts. See also Get started with Social Engagement Use filters to see relevant data Explore more options with your data set

46 Optimize browser settings for Social Engagement 12/15/ min to read Edit Online In our everyday lives, we use our favorite browsers to work with web applications and surf the Internet. Some browser settings can impact the user experience for a few features in Microsoft Social Engagement. This topic discusses recommended browser settings for a smooth experience. Manage pop-up blockers To link posts to Dynamics 365, add social profiles, engage on social posts, and create certain types of search rules, your browser needs to open new windows automatically. This may trigger your browser s pop-up blocker. TIP We recommend that you add the URL of your Social Engagement solution to the list of trusted sites and allow pop-ups. Many browsers allow you to choose how new tabs or pages open by default when a pop-up is encountered. Some of the features may not work if your browser is set to open pop-ups in a new tab. TIP We recommend that you configure your browser to open pop-ups in a new window. Refer to the links below for more information about how to manage pop-up blockers in the most-used browsers. Microsoft Edge: Block pop-ups in Microsoft Edge Internet Explorer 11: Change security and privacy settings for Internet Explorer Google Chrome: Block or allow pop-ups in Chrome Mozilla Firefox: Pop-up blocker settings, exceptions, and troubleshooting Apple Safari: Stop pop-up ads in Safari Work InPrivate or go incognito You can often avoid issues with session cookies by using your preferred browser in private mode. This lets you establish a fresh session to the sites and application you log on to without interfering with cookies from other sessions. Microsoft Edge: Browse InPrivate in Microsoft Edge Internet Explorer 11: Change security and privacy settings for Internet Explorer Google Chrome: Browse in private with incognito mode Mozilla Firefox: Private Browsing - Use Firefox without saving history Apple Safari: Safari 9 (El Capitan): Use Private Browsing windows See Also Link posts from Social Engagement to Dynamics 365

47 Manage social profiles Drive business objectives using posts Add rules to a search topic

48 Administer Microsoft Social Engagement 12/15/ min to read Edit Online 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. NOTE You need to have an Administrator configuration role in Social Engagement to perform the tasks below. Configure global settings for other users Outcome: Prepare the system to get your users started quickly and efficiently. Set the default values for all users including the default search configuration and the look and feel of the application. More information: Manage Global settings Set up searches to gather relevant data Outcome: Get from no data (or bad data) to good data. Defining good 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 Optionally, you can extend the coverage of the data sources by adding RSS feeds as custom sources. More information: Create or delete custom sources Integrate Social Engagement with other applications Outcome: Build workflows between Social Engagement and Dynamics 365 and export data to other thirdparty applications using Azure Event Hubs. When establishing the first connection, make sure to add the target application's URL to the Allowed Domains settings page in Social Engagement. More information: Connect Social Engagement to other domains Microsoft Social Engagement lets admins connect to and share social data with other applications, such as Microsoft Dynamics 365 or Azure services. To work with social data in other applications, you can connect them on the Connections page in the Social Engagement Settings area. More information: Manage connections in Social Engagement Add social profiles to engage in conversations Outcome: Enable your team to answer and interact in the name of your organization. Set up social profiles to interact with other users on the social web and to engage with customers, fans, or critics. You can share these with other users, or use them to acquire data from specific sources. More information: Manage social profiles Work with machine learning features Outcome: Let the algorithms adapt to you organization's use cases. Benefit from intelligence features to

49 identify relevant posts and authors more efficient. Some tagging and sentiment capabilities in Social Engagement are based on algorithms that learn from your inputs. To reset and review your organization's sentiment model, see Adaptive learning based on changes to organization s sentiment values. To configure the automated tagging of posts, see Work with tags. Manage licenses and users Outcome: Enable your team to access Microsoft Social Engagement and work on sales, customer care, or marketing scenarios. 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 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 See Also Integrate Social Engagement with Office 365 Integrate Social Engagement with Dynamics 365 Get connected to the social conversation using Microsoft Social Engagement

50 Manage global settings 12/15/ min to read Edit Online Define system settings that apply to the entire organization, like solution name, search topic parameters, location groups, 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, letting your users start efficiently with your organizational requirements. NOTE 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 Settings > Personal Settings > Your 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 when generating alerts and notification s, or exporting the content. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Default Preferences. 3. Enter the new name for your solution in the Name text box, and then click Save. Edit the default screen language You can set the default language of the user interface for all users of your solution. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Default Preferences. 3. Select the screen language from the Screen language drop-down list. 4. Click Save to apply your changes. Edit the default time frame Set the default time frame for the Analytics area. Any time you go to Analytics, you ll see the data for the selected default time frame. Choose from these options: Today: Posts that were found on the current calendar day. Last Week: Posts that were found in the past 7 calendar days. Last Month: Posts that were found in the past 30 calendar days. 1. Go to Settings > Global Settings.

51 2. In the Global Settings pane, click Default Preferences. 3. Select the time frame from the Default time frame drop-down list. 4. Click Save to apply your changes. Edit the default date and time format You can use the available date and time format or customize it. All charts and analysis will show the selected date and time format. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Default Preferences. 3. Select the date format from the Date format section. 4. Click Save to apply your changes. Edit the number format Choose the number format that meets your requirements. All charts and analysis will show the selected number format. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Default Preferences. 3. Select the preferred number format in the Number format drop-down list. 4. Click Save to apply 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. Add search languages 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Search Languages. TIP The more search languages you add, the more posts your keyword search rules may find. For more information on the supported languages, download the Microsoft Social Engagement Translation Guide. 3. In the Search Languages pane, select the check boxes for the languages you want to enable in Search Setup. 4. Click Save to apply your changes. Remove search languages 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Search Languages. 3. In the Search Languages pane, clear the check boxes for the languages you want to disable in Search Setup.

52 C a u t i o n Removing search languages may affect existing search topics and rules as follows: 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. 4. Click Save to apply your changes. 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. Go to Settings > Global Settings. 2. In the Global Settings pane, click Search Setup Defaults. 3. Under Search Setup Defaults, select the sources and languages that you want to provide as default values for new search topics. 4. Click Save to apply your changes. Link to a custom privacy statement As an administrator, you can decide whether to show or hide the link to a privacy statement for your Social Engagement solution. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Privacy. 3. Select the Show link to privacy statement check box. Or, if you want to hide the link, clear the Show link to privacy statement check box. 4. Enter the URL of the privacy statement in the URL input field. 5. Click Save to apply your changes. TIP You may need to go to another page or refresh the application in your browser to see the updated link. Turn adaptive learning on The calculation of sentiment values for posts can learn from your users edits to sentiment values. As an administrator, you can choose if you want to enable adaptive learning for your organization. More information: Adaptive learning for your organization s sentiment value edits Manage labels for posts Define labels to classify posts. Labels are a quick and easy way to assign a status to a post, and let you add visual

53 markers for a post. NOTE Users must have a Social Engagement Enterprise User License and at least a Responder Engagement Role to assign labels to posts. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Labels. 3. In the Labels pane, click Add Label. 4. Select a color from the Color drop-down list, add a description for your label in the Description text box, and then click Save to apply your changes to the label. TIP You can use the chevron controls next to the label description to rearrange the order of the labels. To change an existing label, edit the color or the description in the labels list, and then click Save to apply your changes. To remove a status label, click Delete next to the label description, and then confirm your deletion. Create and manage location groups Add location groups as quick filters to narrow the data set for locations that are most relevant in your context. Location groups are subsets of available countries/regions for location analysis in Microsoft Social Engagement. You can create custom location groups or use the predefined ones. Find available location groups To give you a set of location groups to start with, predefined location groups are automatically created. To see the list of locations groups, go to Settings > Global Settings > Location Groups. Create a custom location group Create a custom location group to use as a filter for alerts and analysis. You need to be a Social Engagement Administrator or Power Analyst to perform this task. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Location Groups. 3. In the Location Groups pane, click the Add button. 4. In the Group Details pane, enter a name for the location group. 5. 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. 6. Repeat step 4 until you have added all required locations. 7. Click Save to create the location group.

54 TIP 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 time. NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task. Administrators can edit all custom location groups. Power Analysts can only edit custom location groups they own. 1. Go to Settings > Global Settings. 2. In the Global Settings pane, click Location Groups. 3. In the list of location groups, select the location group you want to edit. 4. In the Group Details pane, add or remove locations until the configuration meets your requirements. 5. Click the Save button to confirm your edits. 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. Go to Settings > Global Settings. 2. In the Global Settings pane, click Location Groups. 3. In the list of location groups, select the location group, and then click Delete. 4. In the overlay notification, review the information, and then click OK to confirm your deletion. NOTE 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 re-create them if required. Alerts that have the deleted location group in the filter will automatically be set to inactive, and alert owners will be notified by . Alerts won t reactivate if you re-create a location group with the same name. Promote custom tags to auto tags Add custom tags to your auto tags list. You can add up to five custom tags to your list. Custom tags added to this list will be promoted to auto tags and will be automatically added to posts. More information: Tag posts with intention tags and custom tags See Also Set up searches to listen to social media conversations Get started with Social Engagement Set your preferences for the user interface

55 Manage licenses for Social Engagement 12/15/ min to read Edit Online Using the Office 365 admin center, you can manage Microsoft Social Engagement user licenses and other services. This topic provides information about the steps to give users access to Microsoft Social Engagement. You must be your organization's Office 365 administrator to perform the following tasks. Prepare your organization For step-by-step instructions on adding a service to an existing Office 365 subscription, see Office help: Manage a subscription. As a Dynamics 365 customer, review Microsoft Dynamics 365 pricing and licensing if the organization is eligible for Microsoft Social Engagement user licenses. If your school or work organization doesn't have an Office 365 subscription yet, you need to create an Office 365 tenant for your organization. Sign up for a new organization on Office Sign up on Office 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-ins 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 start using Social Engagement. You'll receive an with the details to access your Social Engagement instance when it's set up. You are now ready to sign in and set up Social Engagement. Assign a license to a user Enable users to work with Social Engagement by assigning Social Engagement licenses to them. As an administrator you can always modify the user's permissions to use certain features. 1. In the Office 365 Admin center, select Users > Active Users, and then select the user. 2. In the Product licenses tab, select Edit. 3. Set the toggle for Dynamics 365 Customer Engagement Plan or Microsoft Social Engagement to On. 4. Select Save to confirm your change and update the user's product licenses. Remove a license from a user When you create an Office 365 user account, you normally assign a license to users so that they can use certain features. When you remove the assigned license from a user in your subscription, the license assigned to that user automatically becomes available for assignment to a different user. If you want the user to still have access to

56 other applications that you manage through Office 365, for example Microsoft Exchange Online or SharePoint, don't delete the user. Instead, remove the Social Engagement license you've assigned to the user. Removing a user's license from Social Engagement deletes all related custom settings, alerts, and any owned or shared streams. Deleted custom settings can't be restored. Search topics owned by a removed user will remain. 1. In the Office 365 Admin center, select Users > Active Users, and then select the user. 2. In the Product licenses tab, select Edit. 3. Set the toggle for Dynamics 365 Customer Engagement Plan or Microsoft Social Engagement to Off. 4. Select Save to confirm your change and update the user's product licenses. Purchase licenses or add other Office 365 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. More information: Microsoft Dynamics 365 pricing and licensing Purchase additional licenses 1. In the Office 365 Admin Center, select Billing > Purchase Services. 2. Select the Microsoft Social Engagement add-in or user licenses you want to purchase, and then select Change license quantity. Customize your order by choosing the number of licenses you'd like to order. 3. Follow the checkout procedure to confirm your purchase. Privacy notices 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. By enabling Social Engagement to connect to Azure Event Hubs, you will allow social data to be streamed to event hubs using automation rules. Azure Event Hubs stores the social data streamed from Social Engagement for a pre-configured period of time and any application that can listen to the event hub will be able to access, store and/or process this data. Note that the social data sent from Social Engagement includes information regarding the social post (author and text) as well as enriched information such as Language, Location, Sentiment, Tags, etc. For complete information on the content of a social post sent to event hubs, please see the JSON schema definition. See Also Get started with Social Engagement Assign permissions and user roles Integrate Social Engagement with Dynamics 365 Connect Social Engagement to other domains

57 Understand user roles 12/20/ min to read Edit Online Administrators can assign roles with appropriate permissions for your Microsoft Social Engagement solution users. Every user can be assigned two sets of roles: configuration roles and interaction roles. This gives administrators flexibility to manage user roles and permissions, and give users the functionality they need. Every invited user should be assigned both types of roles. An administrator needs to confirm the automatically-assigned Analyst and Reader role for an invited user, or update the user role. To assign and edit user roles, go to Settings > User Management. IMPORTANT User roles set in Dynamics 365 don t apply to Social Engagement. You ll need to set roles in both Social Engagement and in Dynamics 365. A user can have a different role in each solution. 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 configuration role defines permissions to set up search topics and to configure the application. 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 Yes Yes Yes Delete posts No Yes Yes Exclude/delete authors No Yes Yes Create and edit search topics No Yes. Can only edit search topics created by himself Yes Create and manage categories No Can only edit owned categories Yes Manage custom sources No No Yes Create and edit location groups No Can only edit owned location groups Yes Manage user roles No No Yes

58 PERMISSIONS ANALYST POWER ANALYST ADMINISTRATOR Exclude sources and terms No No Yes Set up and view connections to other apps No No Yes Create and manage alerts Yes Yes Yes Define global settings No No Yes Create and edit activity maps Yes Yes Yes Manage automation rules No No Yes Promote custom tags to auto tags, rename custom tags, delete custom tags No No Yes Edit search topic owners No No Yes Interaction user roles The interaction role defines permissions to collaborate with other solution users and to engage on social media from within the solution. To let users interact with a post from 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 React on a post No Yes Yes Publish a new post No Yes Yes Create a record from a social post Unlink a post from a Dynamics 365 record No Yes Yes No No Yes

59 PERMISSIONS READER RESPONDER MANAGER View record details Yes Yes Yes View automation rules Yes Yes Yes Create custom tags No Yes Yes Edit tags on posts (confirm tags, add tags, remove tags) Yes Yes Yes Create new author tags No Yes Yes Add existing author tags, change or remove author tags Yes Yes Yes See Also See Also Administer Microsoft Social Engagement Integrate Social Engagement with Office 365 Assign permissions and user roles

60 Assign permissions and user roles 12/15/ min to read Edit Online 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 in Microsoft Social Engagement. NOTE 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 Users pane, select Newly invited (Analyst/Responder) from the Configuration role drop-down menu. 3. Select the check boxes for the users you want to assign a role to and click the Edit button. 4. In the Edit User Role pane, select the user roles from the drop-down menus. 5. To confirm your assignment, click Save. Change a role for a user 1. Navigate to Settings > User Management. 2. In the Users pane, select the list entry you want to edit. 3. In the Edit User Role dialog box, select the user role from the drop-down menus. 4. Click Save. TIP You can use the Search for users input field to find licensed users of your Social Engagement solution. Additionally, you can filter for users with a specific role by choosing a role in the Configuration role or Interaction role drop-down list. NOTE The specified user will receive an with the updated user roles and permissions. Bulk editing user roles is limited to newly invited users. Users that are listed as Delegated Administrator always have Administrator and Manager user roles in Social Engagement. A lock icon next to the user s name indicates that you can t change the permissions. More information: Enable a partner as a delegated admin, Understand user roles Send to users Use your client to send to Microsoft Social Engagement users. You don t need to research a user s address. The opens with the recipient s address already filled in.

61 1. Navigate to Settings > User Management. 2. Identify the user you want to contact and click the button in the Users list. 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

62 Route posts using automation rules 1/25/ min to read Edit Online Do you ever feel overwhelmed by how much noise you need to cut through on social media to find posts that are relevant to you? Using automation rules, you don t need to go through every post manually to create new cases, leads, or events. Let automation rules take care of the routing process. Automation rules can assign posts to users or groups, create new records in Dynamics 365, or create events in Azure Event Hubs, if newly-found posts match the filters for your automation rule. Prerequisites Your organization owns Microsoft Social Engagement Enterprise licenses. More information: Microsoft Dynamics pricing and licensing, Manage licenses for Social Engagement You have a Manager or Administrator user role in Social Engagement to manage automation rules. All user roles can see how automation rules are configured. More information: Understand user roles Social Engagement is connected to a Dynamics 365 (online) Update 2016 (or later) instance. More information: Connect Dynamics 365 and Social Engagement All users, regardless of user role and license type, can see the automation rules that were defined. All users open the same data set in Analytics. Elements of an automation rule For each automation rule, there are several navigation elements and values to define. The following screenshot shows more about what an automation rule consists of. 1. Button to create new automation rules. 2. Switch to receive notification if an action fails. 3. List of automation rules and their status for a quick overview. 4. Actions configured for the automation rule. 5. Button to delete the automation rule.

63 6. Name of the selected automation rule. 7. Filters that trigger this automation rule. For an active rule, every newly-found post matching these filters will be handled by this rule. More information: Use filters to see relevant data 8. View the data set in Analytics. 9. Button to add new actions to the automation rule. 10. Actions that are taken on newly-found posts matching the defined filters. 11. Summary of actions taken on posts in the past 7 days. When no rule is selected, you'll see the aggregated numbers across all automation rules. For example, If two rules stream data to the same event hub, you will see an aggregated value for that event hub. Only the data for rules with active actions show in the chart. If an action that was removed or disabled is added or enabled again, the stats panel will show any data available for that action in the past 7 days, if it was active anytime during that period. Available actions for automation rules The following section explains more about the available actions for automation rules. TIP Social Engagement can send administrators a failure notification if an action in an automation rule fails. Administrators can turn this feature on if they want to receive these notifications. To receive notifications, go to Settings > Automation Rules, and then set Send failure notification to ON. For troubleshooting information when receiving failure notifications, see Troubleshoot issues with failing actions. Create a link to Dynamics 365 from a social post Automatically link posts to Dynamics 365 to create records from social posts. To use this feature, make sure there s an active connection to a Dynamics 365 instance. Also ensure that the Dynamics 365 rule framework is correctly configured to process the Social Activity entities created when a post is linked to Dynamics 365. More information: Create a Dynamics 365 record from a social post, Link posts from Social Engagement to Dynamics 365, CRM Help & Training: Set up rules to automatically create or update records in CRM Assign posts to a user or a group in Social Engagement Automatically assign posts that match your defined filters to a user or a group in Social Engagement. For example, you can assign every post with a purchase intention to your sales team to follow up on. More information: Work with posts Set a label Automation rules provide a Set Label action. Based on the filters you define, a label can be set on posts automatically. For example, you can set a Review immediately label on posts from your top influencers so that your community management team can follow up with high priority. More information: Create, edit, or delete an automation rule Stream posts to Microsoft Azure Event Hubs Automatically stream posts as events as JSON payloads to Azure Event Hubs. You must have a connection to an event hub set up to see this action. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs Troubleshoot issues with failing actions

64 When you receive failure notifications, there are a few common issues and simple solutions to them. Often, the issues are related to connection problems to other services, or sudden spikes in volume of posts. Link to Dynamics 365 action fails Possible causes Either the connection to Dynamics 365 is no longer active or valid, or there are too many posts queued and Dynamics 365 throttles the creation of new records. After several failed retires, the posts are dropped from the queue, and a failure notification is sent. More information: How Social Engagement handles conflicting automation rules Address the issue 1. Review the Dynamics 365 connection that was used in the failing automation rule. Make sure the provided connection details are still active. More information: Connect Dynamics 365 and Social Engagement 2. Open the automation rule and review its estimated number of matching posts. Keep in mind that these estimations might change quickly if trends on social channels change, unexpected events occur, or search topics or filters are updated. Keep the number of linked posts reasonable. Creating hundreds of leads or cases per day is a rather uncommon scenario. Recover missed posts You can manually link missed posts to Dynamics 365 from the Analytics area in Social Engagement. 1. Open the automation rule with the failed Link to Dynamics 365 actions and click View in Analytics to see the posts that match your defined filters. 2. Set a custom timeframe for the period you want to review for missed posts. 3. Click the filter icon and add a Link to Dynamics 365 filter. Set its value to Not linked to a Dynamics 365 record. All posts that remain in your data set were missed by the automation rule and weren't linked to a Dynamics 365 instanceand you can manually link them. 4. Open the post list and click Link to Dynamics 365 to create records for the missed posts in Dynamics 365. More information: Create a Dynamics 365 record from a social post Stream to Event Hubs action fails Possible causes Commonly, the failure is caused by a broken connection between the Azure Event Hubs and Social Engagement. An event hub might have been renamed, or its keys have changed and thus the connection string for that event hub is no longer valid. Address the issue 1. Find the name of the event hub connection to review in the failure notification. 2. In the Microsoft Azure portal, open the connection details for that event hub. 3. In Social Engagement, go to Settings > Global Settings > Connections > Azure Event Hubs. Check the connection string and the name of the event hub and make sure they match exactly. More information: Work with events from Social Engagement in Azure Event Hubs Identify missed psots Event hubs are built to handle high volumes of events in real time. Although you can t manually send posts to

65 an event hub from Social Engagement, you can quickly find how many posts were missed. 1. Open the automation rule with the Stream to Event Hubs actions and click View in Analytics to see the posts that match your defined filters. 2. Set a custom timeframe for the time period you want to review for missed posts. This shows the number of posts that should show as individual events in the event hub. 3. Compare the number of posts resulting in step 2 with the actual results showing in the event hub. Create, edit, or delete an automation rule Automation rules are visible to all users of Social Engagement, but only users with Manager or Administrator roles can manage them. More information: Understand user roles IMPORTANT To link posts to Dynamics 365 using automation rules, make sure the Dynamics 365 instance you select is upgraded to at least Dynamics 365 (online) Update Automation rules aren't supported for Dynamics 365 (on-premises). To link a post manually to Dynamics 365 (on-premises), see Connect Dynamics 365 and Social Engagement. Create an automation rule 1. Go to Settings > Automation Rules. 2. In the Automation Rules pane, click Add new rule. 3. In the Create Rule pane, provide a Name for your new rule. 4. In the Status drop-down list, select if the new rule should be Active or Inactive. 5. In the Filters section, click Change to define the data set that newly-found posts need to match to trigger the rule's actions. More information: Use filters to see relevant data NOTE To get an idea of the volume of posts your actions may be executed on, you ll see the number of posts that matched your selected filters in your default time frame. 6. In the Actions section, click Add to add an action to the rule. Set the values for Link to Dynamics 365 to link the matching posts to a Dynamics 365 instance with the defined entity parameter. Make sure that you set up both the rule framework in Dynamics 365 and the connection to Dynamics 365 in Social Engagement. More information: Link posts from Social Engagement to Dynamics 365, CRM Help & Training: Set up rules to automatically create or update records in CRM Set the values for Stream to Event Hubs to create JSON events from matching posts in the selected event hub. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs, JSON reference for events from Social Engagement Set the values for Assign to information: Work with posts Set the values for Set label set. 7. Set the Active switch to ON to activate your automation rule. to assign matching posts to the specified user or group. More to automatically label incoming social posts that match your data

66 8. Click Save to apply your configuration. NOTE Automation rules start processing posts that match the defined filters as soon as the rule is activated and saved. However, the rule won t process any posts that were found before the automation rule was created, or while it was inactive. If you deactivate an existing automation rule, it will restart to process the newly-found posts after you reactivate the rule. If your administrator sets Send failure notifications to on, all administrators will receive an if an action failed, so you can quickly take action. Edit an automation rule 1. Go to Settings > Automation Rules. 2. In the Automation Rules pane, click the rule you want to edit. 3. In the Edit Rule pane, update the values. 4. Click Save to apply your configuration. Delete an automation rule 1. Go to Settings > Automation Rules. 2. In the Automation Rules pane, click the rule you want to delete. 3. Click Delete rule. 4. Confirm your deletion. Quickly create an automation rule while working in Social Engagement When working with data sets in Social Engagement, you may want a data set to persist, to quickly create an automation rule based on it. You quickly create automation rules when working with your data in Analytics, or from a stream in Social Center. Click More options with current filters to create an automation rule from your current data set. More information: Explore more options with your data set How Social Engagement handles conflicting automation rules A newly-found post can match the filters of more than one automation rule. If there's more than one matching rule, Social Engagement will execute the actions from the rule that was added most recently. C a u t i o n If a post matches the filters for multiple automation rules, only the last created (the newest) automation rule will process the post. You can create up to 1 link per second in the same Dynamics 365 instance. If more than 1 post per second matches your active automation rules, Social Engagement will continue trying to create the link every minute, for a maximum of 10 minutes. If Dynamics 365's queue is still blocked after 10 re-tries, the post gets dropped eventually. See Also Administer Microsoft Social Engagement Stream data from Social Engagement to Microsoft Azure Event Hubs Link posts from Social Engagement to Dynamics 365 Explore more options with your data set

67 Enable a partner as a delegated admin 12/15/ min to read Edit Online Microsoft Social Engagement puts powerful social tools in the hands of your sales, marketing, and service teams helping them to gain insight into how people feel about your business and to proactively connect on social media with customers, fans, and critics. For system admins As an admin for your organization, you can create or edit users, manage user licenses, set up search topics, and configure streams and social profiles, among other things. You can delegate this role to an authorized partner of Microsoft. When you authorize a partner to take on this role, the partner is referred to as a delegated admin. More information: Partners: Add or delete a delegated admin For partners Your client must authorize you as a delegated administrator before you can start administering a client's account. To get client approval, you first send them an offer for delegated administration, which you can include with a trial invitation or purchase offer. You can also offer delegated administration to your client at a later time. More information: Partners: Offer delegated administration NOTE Delegated admins will have their location set to the customer organization s location. All maps in Microsoft Social Engagement will be shown from the customer organization s defined location. See Also Administer Microsoft Social Engagement Manage social profiles Keep track of live data streams with Social Center

68 Work with Office 365 Groups in Social Engagement 1/24/ min to read Edit Online Office 365 Groups are shared workspaces where group members can collaborate and quickly get stuff done. To collaborate with a group of users in Microsoft Social Engagement you can share social profiles and streams, or assign posts to groups. You can create and manage groups in Outlook or Office 365 Admin Center. Groups are automatically synced to Social Engagement, but you cannot change them from within Social Engagement. Work with groups TIP Groups may take a few minutes to sync when you create or edit them before you can work with them in Social Engagement. When you add or remove users from an Office 365 Group, any posts assigned to the group and streams or social profiles shared with the group will become automatically available to the newly-added users, and no longer available to the removed users. To learn more about the ways to create an Office 365 Group, see Create and navigate a group. To learn more about managing groups in the Office 365 Admin Center, see View, create, and delete groups in the Office 365 admin center. To learn more about groups in Office 365, see Find help about groups in Office 365. See Also Get started with Social Engagement Work with posts Keep track of live data streams with Social Center

69 Set up searches to listen to social media conversations 12/15/ min to read Edit Online Listen to conversations on social media around your brand, business, products, and competitors. The first step to successfully engaging with your customers and others on social media is setting up your search topics to be sure you re capturing the right conversations. After you ve captured these conversations, you can fine-tune your searches, analyze your data, and drill into the information that matters most. IMPORTANT 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 correctly configured. It will take some time before you see the first posts in Analytics after you create a new search topic. Remember to set the time frame in Analytics to Today, so you'll be able to see results from a newly-created search topic. 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. Add rules to a search topic Validate your search topic to preview results and get an estimate of how this affects your solution s post quota. Add rules to a search topic Start analyzing your results after the search topic has gathered the first data. Analyze social data using widgets Optimize your search topics constantly to make sure you re gathering only relevant posts. Manage the quality of your search results and Refine your search rules

70 Access search topics To access the search topics in your organization s solution, go to Search Setup. TIP You can filter search topics and category names in the search box in Search Setup, or filter on languages and sources when you create a search topic, and in custom sources. You can also sort search topics alphabetically, by the number of posts, or by category. 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. Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. 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

71 Find out what's covered by sources 1/16/ min to read Edit Online Social Engagement provides a number of sources so you can keep track of conversations on your social media. Social Engagement covers multiple sources where you can track public posts, and publish messages and replies. All sources can be filtered in Analytics for an up-close look at your data. Find out what is covered by using the following available sources. Blogs Create keyword rules for full coverage for blog posts from Tumblr, broad coverage of blog posts from WordPress, and for blog posts from a third aggregated blog source, including a variety of blogs that range from blog aggregators like Blogger.com to small single-site blogs. If you want to update existing search topics to include the extended coverage of the blogs source, you can edit your existing keyword search rules. Custom sources Get full coverage of public RSS or Atom feeds added in your custom source groups. Gather all posts from a previously created group of custom sources by creating a custom source rule. You can also create a keyword rule to filter by keywords. Disqus Posts and comments published on Disqus are available for keyword searches. Facebook Monitor 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 add a social profile and explicitly allow the acquisition of private messages. NOTE Facebook groups, unpublished page posts (formerly known as dark posts), ads, and status updates are not available for monitoring or engagement at this time. Starting February 6th 2018, author information for Facebook posts is only available if you add a Facebook page profile for every page you own and keep their interaction tokens valid. To add a Facebook page rule, see Add a Facebook pages rule. To add a private messages rule for Facebook pages, see Add a private messages rule. Forums Keyword rules for forums are available to give you broad coverage of forum posts and comments. Instagram After you add an Instagram account to a social profile in Social Engagement, you need to allow the data acquisition for that profile. After you allow the data acquisition, you can configure search topics that contain Instagram as a source. You can create a keyword search rule for #hashtags to receive posts from Instagram, and you can set up

72 Instagram account rules to gather all posts and comments on a specific Instagram account. NOTE Instagram is a listening source only. You will not be able to engage on Instagram from within Social Engagement. #Hashtags are mandatory to search Instagram accounts by using keyword rules. More information: Manage social profiles To add an Instagram rule, see Add an Instagram rule. LinkedIn Create LinkedIn page rules to gather posts and comments on your own LinkedIn Organization Pages, also known as LinkedIn Company Pages. After a page admin has added the social profile and shared it with other users, they can like posts and reply to posts and comments on behalf of the LinkedIn Organization Page from within Social Engagement. News Create keyword rules for news posts from news publishers. This source can find posts in English, French, German, Spanish, and Portuguese. News posts are available for search topic rules. Reddit Posts and comments published on Reddit are available for keyword searches. Twitter Gain full coverage of public tweets on Twitter by creating a search topic with a Twitter profile rule or a keyword rule. You can also gather direct messages if you add a social profile and explicitly allow the acquisition of private messages. To add a Twitter rule, see Add a Twitter rule. To add a private messages rule, see Add a private messages rule. Videos Video posts and comments published on YouTube that mention a configured search term and match the configured search languages are available for keyword searches. Video posts and comments on specific YouTube channels are available in YouTube rules. Please keep in mind that videos often get a lot of comments, which can cause you to exceed your monthly post quota. Privacy notice Microsoft Social Engagement uses Microsoft Cognitive Services to detect the language of the content in private messages from Twitter and Facebook pages. To detect the language, only the title and content of private messages are sent to Microsoft Cognitive Services. The title and content of private messages are not stored in Microsoft Cognitive Services. Review the privacy statement for Microsoft Cognitive Services here: See also Set up searches to listen to social media conversations Refine your search rules to find relevant content

73 Create or delete a search topic 11/8/ min to read Edit Online 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 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. TIP 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 NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task. More information: Understand user roles 1. Go to Search Setup. 2. In the Search Topics pane, click Add Search Topic to open the New Search topic page. 3. 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 that contain up to 35 characters. 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 you can quickly relate to and use or reuse them. 4. If you want another user to be the owner of this search topic, click Edit Owner next the search topic owner and enter the user name in the search box or click the name in the list below. 5. Under Rules, click Add Rule to open the Add Rule page. 6. Select the rule type you want to create, and then provide the required information. More information: Find out what's covered by sources 7. Click Continue to estimate the number of results and see a preview of posts matching this rule. 8. Add another search rule to your topic (optional). 9. In the Search Topics pane, click Save to store the search topic and start the data acquisition.

74 NOTE It will take some time for the first posts to be acquired for your newly-created topic. The delay also depends on how much volume your topic in general has. For example, a topic with high volume will give you results faster than a topic with lower volume. Make sure to check in Analytics and set your time frame to Today if you have set up a new topic and are expecting posts. Edit a search topic To help you find relevant posts and be up to date 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. NOTE Administrators can edit every search topic in the solution, while Power Analysts can only edit the search topics they own. 1. Go to Search Setup. 2. In the list of search topics, click the topic you want to edit. 3. In the list of rules, click the rule you want to edit. 4. Validate the updated rule, and then click Save to update the search topic. Manage ownership of a search topic Administrators in your organization can change the owner of a search topic to ensure every search topic is owned by the appropriate user. Users with the Power Analyst role are only allowed to edit owned search topics, but Administrators can empower these users by giving them ownership of search topics they manage, or create a search topic on behalf of other users. 1. Go to Search Setup. 2. In the list of search topics, click the topic you want to edit. 3. In the search topic settings pane, click Edit Owner next the search topic owner. NOTE You must have an Administrator role to edit the owner of a search topic. 4. Enter the user name in the search box or click the name in the list below it. 5. Click Save to update the search topic. Delete a search topic IMPORTANT As an Administrator, you can delete search topics at any time. Power Analysts can only delete search topics they own. 1. Go to Search Setup.

75 2. In the list of search topics, click the Delete button by the topic you want to delete, and then confirm the deletion. NOTE Deleting a search topic has the following effects: Data acquisition for the deleted topic stops immediately. An automated notification is sent to the user who created the search topic. The search topic is no longer visible in the user interface. Alerts and streams based on this topic are deactivated. The quota will remain the same even if the search topic has been deleted. You need to add the keywords contained in a deleted topic to the Block Content so your deleted search topics will no longer affect the quota. More information: Manage your post quota Privacy notices Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. 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. For every new or changed search topic configuration we run an initial estimation with third-party social content providers 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 third-party social content providers. See Also Set up searches to listen to social media conversations Add rules to a search topic

76 Add rules to a search topic 12/15/ min to read Edit Online Search topics define the data that's available for your analysis. You can add an unlimited number of search 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 at any time, and add more rules or change existing ones. Social Engagement supports the following search rules. You need to be a Social Engagement Administrator or Power Analyst to create or modify search topics. Keywords rule Facebook pages rule Twitter rule Instagram rule : Gather posts based on a query that consists of keywords, inclusions, and exclusions. : Gather all public posts and comments from a specific Facebook page. : Capture mentions, replies, tweets, or retweets from a Twitter account. : Gather posts and comments from Instagram accounts. Private messages rule : Get private messages that were sent to a Twitter profile or Facebook page that has been authenticated in Social Engagement and allows private message acquisition. Custom sources rule YouTube rule : Gather posts from public RSS feeds in your custom source groups. : Gather video posts and comments from YouTube channels. LinkedIn page rule: Gather posts from LinkedIn Organization Pages. TIP This topic is part of a walkthrough about how to set up searches. More information: Set up searches to listen to social media conversations Add a rule to a search topic To enable searches and collect posts, add one or more rules to a search topic. IMPORTANT Your keywords, inclusions, and exclusions can each extend up to 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 that you changed before you can save it. It's a good idea to frequently review the results of a new or updated search topic to confirm that it collects relevant data and complies with your quota limits. More information: Manage your post quota

77 Add a new rule 1. Go to Search Setup. 2. In the list of search topics, select the search topic to add a rule to. 3. Click Add rule ( ) to open the Add Rule pane. 4. Select the rule type that you want to add. 5. Define the values as required for the new rule. 6. Click 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, click Save ( ) to activate your search topic, or click Add to add another rule to your topic. More information: Download the e-book Add a keywords rule Create rules from keywords, inclusions, and exclusions and define the sources and languages that you want the rule to search on. This is the most common way to define a rule in a search topic, and it usually results in a large number of posts. Add a new keywords rule 1. Go to Search Setup. 2. Select the search topic that you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click Keywords rule. 5. Enter the keywords; select the inclusions, exclusions, and the filters that you want to use when searching for posts. 6. Select 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, click Save ( ) to activate your rule. Add keywords to search for Keywords define the terms and phrases to listen for. Keywords are exact, but not case-sensitive. We recommend that you include variations of keywords. For example, if your keyword is phone and the term that appears in a post is phones, your result won't be selected by the search rule and the result won't show up in your analysis. For each keyword, the comma serves as an OR. If you add more than one search term, your search rule looks for at least one of the listed terms. To increase the likelihood of getting the results you want, think about adding acronyms and common contractions.

78 It's important to review keywords regularly. If your keywords yield too many results, consider narrowing the search rule by adding inclusions and exclusions, or reducing the number of keywords. More information: Refine your search rules For example, let's assume that you want to listen to posts about a product that Contoso manufactures. 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 your search by adding inclusions so that you get a much higher quality selection of posts. Think of inclusions as the word AND. Your search will be filtered so that posts are selected only if 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 that posts relate to a product in the manufacturer's portfolio. Consider adding different spellings of the brand or company name. For example, to find posts that mention Contoso's product you might add something like this to the inclusions: #contoso, All posts that mention one of the keywords and one of the inclusions will now be 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. It's a good idea to start with the default option (Paragraph). If your search topic yields too many irrelevant results, narrow it by selecting the Sentence option. 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 a great way to reduce the number of posts resulting from your search and 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 your searches and improve your results. Enter the terms you want to exclude and separate them by commas, and your searches will ignore posts that contain those terms. Exclusions aren't case-sensitive. For every term that you add to the exclusions, your search will be filtered so that no post will be selected if it matches one of the keywords but contains any of your exclusions. Think of exclusions as the words AND NOT. For example, let's assume that you're not interested in discounts or offers around Contoso's product. To avoid results that contain either discounts or offers, add those 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 be included in the results from this rule. To exclude multiple terms, 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 only exclude all posts mentioning Contoso that contain both discounts and offers. If the rule searches for Contoso while excluding discounts, offers, the search topic will exclude all posts mentioning Contoso that contain either discounts or offers, which is what you want.

79 TIP You can exclude terms from all active search rules in one step by adding a term to the list of blocked content. More information: Manage the quality of your search results Exclusions are a great way to reduce the number of posts that result from your search and make sure you stay within your post quota. However, you should 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 with all combinations of white space. Posts that contain any of the following terms (not case-sensitive) will be picked up by the search: City Power & Light (white space before and after the special character) City Power& Light (white space after the special character) City Power &Light (white space before the special character) City Power&Light (no white space before or after the special character) Additional special characters Authors on Twitter and Instagram regularly use #hashtags Twitter authors also will use $stocktweets. Use those special characters if you want to search explicitly for #hashtags, $stocktweets, Social Engagement interprets those terms as unique entities when they're 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 rules per search topic, there are limits on the length and number of terms: Maximum length, in characters, of search topic names: 35 Maximum length, in characters, per keyword, inclusion, or 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 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 only at specific posts. If you add a Facebook page to a search topic, you can make sure that all posts on the Facebook page (such as posts from the audience and the page, or comments from the page and the audience) are captured for further processing in Social Engagement. Add a new Facebook pages rule 1. Go to Search Setup. 2. Select the search topic that you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page.

80 4. Click 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, select the Facebook page to add. or Select a Facebook page from the social profiles that you added. NOTE You can also add multiple Facebook profiles or pages to a rule in one step by clicking Add ( ) next to each page. 7. Click Continue in the Add Rule pane to add the rule to the search topic. 8. In the search topic pane, click Save ( ) 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. Add a new Twitter rule 1. Go to Search Setup. 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click Twitter rule. 5. In the search field, enter the that 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, select the Twitter profile to add. or Select a Twitter profile from social profiles that have already been added. More information: Manage social profiles NOTE You can also add multiple Twitter profiles to a rule in one step by clicking Add ( ) next to each profile. 7. Select the message types that you want to add to this rule. 8. Click Continue in the Add Rule pane to add the rule to the search topic. 9. In the search topic pane, click Save ( ) to activate your rule. Add an Instagram rule Create rules to gather posts from Instagram accounts. 1. Go to Search Setup.

81 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click Instagram rule. 5. In the search field, enter the that you want to track. NOTE You can also add multiple Instagram accounts to a rule in one step by clicking Add ( ) next to each profile. 6. Click Continue in the Add Rule pane to add the rule to the search topic. Add a private messages rule To see the details of private messages that Social Engagement users send or receive on an added social profile, create a private messages rule in a search topic. You can create a private messages rule for every social profile if the owner of the social profile allows the data acquisition of private messages. IMPORTANT If you add a private messages rule, all private messages (except where the message is an image only) that were sent to the selected profile are 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. When you add a new private messages rule, all private messages from the past 14 days get acquired by Social Engagement and thus count toward your monthly post quota. Add a new private messages rule 1. Go to Search Setup. 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click 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 owners explicitly allowed data acquisition for private messages. You can also add multiple social profiles to a private messages rule in one step by clicking Add ( ) next to each profile. NOTE If the system can't identify a language in a private message, or if an identified language isn't supported by Social Engagement, these private messages will be mapped to the first selected search language in Global Settings > Search Languages. You can't change the identified language of a post. Text content is critical for language recognition. Private messages that contain an image only don't get acquired by Social Engagement. 6. Click Continue in the Add Rule pane to add the rule to the search topic. 7. In the search topic pane, click Save ( ) to activate your rule. Add a custom sources rule Create rules to gather posts from custom sources. You can also create keyword rules that match keywords in

82 custom source posts. More information: Add a keywords rule Add a new custom sources rule 1. Go to Search Setup. 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click Custom sources rule in the Add Rule pane to add the rule to the search topic. 5. In the list of results, select a custom source group, and then click Continue. NOTE You can also add multiple custom sources to a custom sources rule in one step by clicking Add ( profile. ) next to each 6. In the search topic pane, click Save ( ) to activate your rule. Add a YouTube rule Gather video posts and comments from YouTube channels. NOTE After adding a new YouTube rule, it might take several hours until the first videos and comments are acquired. The data acquisition of comments is focused on videos that have had user activity in the last month. 1. Go to Search Setup. 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, click Add new rule ( ) to open the Add Rule page. 4. Click YouTube rule. 5. In the search field, enter the YouTube channel name that you want to track or select a YouTube profile from the list. NOTE You can also add multiple YouTube channels to a rule in one step by clicking Add ( ) next to each channel. 6. Click Continue in the Add Rule pane to add the rule to the search topic. Add a LinkedIn page rule Gather posts and comments from LinkedIn Organization Pages that you administer. 1. Go to Search Setup. 2. Select the search topic you want to add the rule to, or create a new search topic. 3. Under Rules, select Add new rule ( ) to open the Add Rule page. 4. Select LinkedIn page rule.

83 5. Select the LinkedIn Organization Pages you want to keep track of, and then select Add to add them to the search rule. NOTE You need to have organization pages added to your social profiles to add them to a rule. 6. Select Continue in the Add Rule pane to add the rule to the search topic. 7. In the Search Topic pane, select Save to apply the changes and start data acquisition. Privacy notices Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. 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. For every new or changed search topic configuration we run an initial estimation with third-party social content providers 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 third-party social content providers. Microsoft Social Engagement uses Microsoft Cognitive Services to detect the language of the content in private messages from Twitter and Facebook pages. To detect the language, only the title and content of private messages are sent to Microsoft Cognitive Services. The title and content of private messages are not stored in Microsoft Cognitive Services. Review the privacy statement for Microsoft Cognitive Services here: 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

84 Acquire data from Facebook pages 1/24/ min to read Edit Online On Feb 6, 2018, Facebook changes its API and by default, author information is no longer shared. You can still get author information for posts on Facebook pages you own. This article describes how you can continue to receive author information for your Facebook pages. How does it work prior to February 6, 2018? Currently all you need is an active acquisition token on a social profile for a Facebook user to create search rules for Facebook pages and acquire data from Facebook, including information about the author of the posts. How will it work starting February 6, 2018? Your solution still needs an active Facebook user token to acquire any data from Facebook. In addition, you ll also need an active Facebook page access token to pull the author information for posts on that page. All posts on pages that you haven t added to Social Engagement will appear without author information starting February 6, However, the content of all posts and comments as well as enrichments, such as sentiment, are continuing to be available. TIP We recommend you add the tokens for Facebook pages prior to the change on February 6, That way, every post on those pages is acquired with author information when the switch happens. You ll also need to reauthenticate the tokens regularly. How do I continue to get author information? 1. A page admin needs to allow interactions for Facebook pages by authenticating a social profile for every page your organization owns. Only one admin needs to authenticate the profile to enable all users of the solution to see the author information.

85 2. Make sure at least one social profile for a Facebook user is added to your solution to keep the data acquisition running. 3. Make sure that all these profiles stay valid by reauthenticating them regularly. There's no notification sent when the token expires. Learn how to add a Facebook page profile. What happens when I don t own a page or don t allow interactions? Whenever a post is acquired from a specific Facebook page and there is no valid interaction token available for that page, this post will not have author information. The author will show as Unknown author. There is no way to retrieve this information later.

86 What s the reason for this change? Starting February 6, 2018, Social Engagement can't provide information about the author because Facebook has changed its APIs. In the Social Engagement user interface, these authors will be labelled as Unknown author. Author information for Facebook posts will only be available for Facebook pages that you administer and provide a page access token to Social Engagement. Example case: Contoso Current setup Let s assume the organization Contoso currently uses Social Engagement for tracking of their main competitor and to engage with their customers through social channels. For this they setup search rules for three Facebook pages: Contoso Fabrikam Proseware To enable data acquisition, two members of their social team added Facebook acquisition tokens with their personal Facebook users. For their own Contoso page, the team added a social profile for the page itself, so they can publish posts or comments on their page and receive private messages. They currently get all posts and comments for all three pages with full author information. After the change Because the team can t allow interactions for pages they don t own, and they already have an interaction token for their owned page, the team didn t need to change anything. Once the changes go live in early February, assuming all tokens stay valid, this is how Facebook data will be acquired: All posts acquired from the Fabrikam and Proseware Facebook pages will have no author information and show Unknown author.

87 All posts acquired from the Contoso Facebook page will have author information. See also Get started with Social Engagement Set up searches Engage on social networks

88 Refine your search rules to find relevant content 12/15/ min to read Edit Online 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 OS or similar terms to make sure you re searching for the operating system. TIP 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. NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task. 1. Go 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. Click Save to apply your edits and the updated search topic. Using the updated rules, Social Engagement starts searching for posts immediately after you save 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. NOTE When you have updated a search topic, existing posts that matched the former configuration will remain 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

89 Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. You are encouraged to review these other privacy statements. You are also encouraged to review the Microsoft Online Services Terms. See Also Add a search query to a topic Create or delete a search topic Set up searches to listen to social media conversations

90 Manage the quality of your search results 11/8/ min to read Edit Online You can perform quality management over the entire application by blocking irrelevant posts and sources. NOTE 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. Deleted posts are deducted from your monthly post quota. TIP 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 four hours after you add 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. IMPORTANT You must remove a source from the blocked list to restart the data acquisition for that source. View blocked domains Every user can review the list of blocked domains to find out which URLs are blocked from data acquisition. 1. Go 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. NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task.

91 IMPORTANT When you add a domain to the list of blocked domains, posts from this domain will be hidden in Analytics for four hours and be irreversibly deleted afterward. 1. Go to Search setup > Blocked Content. 2. In the DOMAINS pane, enter the domain or partial domain in the field. 3. Click the Add button. WARNING 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. When 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 four 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. NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task. 1. Go to Search setup > Blocked Content. 2. Find the source you want to remove from the list and re-enable for data acquisition, and then click the Delete button. 3. In the confirmation message, click 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 cause matching posts to be deleted 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 toward 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. Go to Search setup > Blocked Content.

92 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 removed from the database. NOTE You need to be a Social Engagement Administrator or Power Analyst to perform this task. IMPORTANT When you add a keyword to the list of blocked keywords, posts matching this keyword will be hidden in Analytics for four hours and be irreversibly deleted afterward. 1. Go to Search setup > Blocked Content. 2. Type the term in the input field. 3. Click the Add button. 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. NOTE 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. Go to Search Setup > Blocked Content. 2. Identify the list entry you want to remove from the blocked content, and then click the Delete button. 3. In the confirmation message, click 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 idea 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 four hours and be irreversibly deleted afterward. 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 four hours and be irreversibly deleted afterward. 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

93 Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. 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

94 Create or delete custom sources 11/8/ min to read Edit Online Extend the coverage of your data sources by adding public RSS feeds in Microsoft Social Engagement. Custom sources offer a way to receive additional data from your favorite RSS and Atom feeds. Broaden your sources while efficiently keeping track of all of your feeds. Administrators can also define Search Setup defaults. More information: Manage global settings NOTE You need to be a Social Engagement Administrator to perform this task. More information: Understand user roles Create custom sources TIP You need to create a group and add feeds before adding custom sources in Search Setup but you can have one custom source per group. 1. Go to Search Setup > Custom Sources. 2. In the Custom Sources pane, click Add a custom source. 3. Enter the name of the group and initials to uniquely identify your sources. NOTE It is important to create distinct initials so you can differentiate your custom sources when analyzing your data. The initials will appear anywhere your custom sources are displayed. 4. Enter your RSS or Atom feed and click the Add button to validate and add a source. Example of feed URL: 5. Click Save. Edit custom sources 1. Go to Search Setup > Custom Sources. 2. In the custom sources pane, click the custom source group you want to edit. 3. Remove sources from the group by clicking the Remove button. You can also change the name of the group or the initials. 4. Click Save. Delete groups of custom sources 1. Go to Search Setup > Custom Sources.

95 2. In the list of custom sources, click the Delete button by the custom sources group you want to delete, and confirm the deletion. IMPORTANT Deleting a custom source has the following effects: Data acquisition for the deleted custom source stops immediately. The custom source is no longer visible in the user interface. Search topics, rules, alerts and streams based exclusively on this custom source are deactivated. See Also Set up searches to listen to social media conversations Create or delete a search topic Add rules to a search topic

96 Group search topics into categories 11/8/ min to read Edit Online You can use categories to structure and group search topics in ways that make the most sense to you. Although categories have no impact on the posts that result from your search topics, they help greatly to organize your searches. NOTE 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 that another user owns, you must have an Administrator user role in Analytics. 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. More information: Manage ownership of a search topic Create a category To see the category in Analytics, make sure that at least one search topic has this category assigned. 1. Go to Search setup. 2. In the Categories pane, click the Add category button. 3. Provide a name for the new category in the text box. 4. Click 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. Go to Search setup. 2. In the Categories pane, select the category that you want to edit. 3. Click the More actions button, and then click the Rename button. 4. Update the name for the category in the text box. 5. Click Rename. Delete a category Before you delete a category, make sure that no search topics have this category assigned. If you own the search topics or are an Administrator, you can reassign the search topics to a different category before you delete it. Deleting an empty category has no impact on the search results.

97 1. Go to Search setup. 2. In the Categories pane, select the category that you want to delete. 3. Click the More actions button, and then click 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

98 Manage your post quota 1/25/ min to read Edit Online Keep track of the number of posts that result from your search topics and count toward your solution's post quota. Your solution is priced based on the number of posts you can acquire per month. NOTE 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 IMPORTANT If you're expected to exceed the post quota for the current month, you'll get a notification . When you exceed your post quota, data acquisition will be stopped for either of the following reasons: You still exceed your post quota after a grace period of 48 hours from the time the notification was sent. Your solution passes the additional post quota granted for the grace period, which is five times your monthly allocated 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 the state of your current post quota, go to Search Setup. The quota period is one calendar month: Get the post quota status C a u t i o n Start: First day of a month, 00:00 AM. End: Last day of a month, 11:59 PM. To get a quick overview of the post quota for all your search topics, for single categories or for single search topics, go 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. If your solution tends to exceed the quota, all users with an Administrator role will get an 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 content to avoid any posts appearing in your results from the domains in the list or matching any blocked 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

99 contents will be deleted irreversibly after four 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 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 stopped automatically. Increase the post quota to restart your acquisition immediately, or wait until the first day of the next month to 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 365 pricing and licensing Keep the post quota healthy Keeping the post quota healthy is crucial to make sure data acquisition isn't interrupted and you don't miss any relevant information. Impact of exceeding limits All Microsoft Social Engagement Administrators receive 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. IMPORTANT Note that Social Engagement doesn't gather posts retrospectively. Any post that you missed won't appear in your solution if you update your post quota after the acquisition has stopped. Understand estimations

100 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: C a u t i o n Monthly post quota: The initial amount of posts that can be acquired each month. Current number of posts: The total number of posts (including hidden and visible posts) that were acquired during the current calendar month. Expected number of posts: The calculated number of posts that Social Engagement is expecting until the end of the calendar month, based on the number of current posts. 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. 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, which will affect your post quota. Deleting a search topic will stop the acquisition of posts for this topic, but will not recover your quota meaning you will see no difference in the number of current posts. If you want to recover your quota, you will have to add the keywords of a deleted topic to the list of blocked content. Buy additional quota When you run out of post quota and data acquisition has stopped, your organization's admin can buy add-on subscriptions for addtional post quota. Three types of quota add-on subscriptions are available. They are billed on a monthly basis. The price per post drops with the size of the add-on subscription. Microsoft Social Engagement Additional 10,000 posts (no minimum): 10,000 posts per month. Microsoft Social Engagement Additional 10,000 posts (10-unit minimum): 100,000 posts per month. Microsoft Social Engagement Additional 10,000 posts (100-unit minimum): 1,000,000 posts per month. Learn more about pricing and licensing for Dynamics 365. To buy add-on subscriptions for Social Engagement An Office 365 admin can buy additional post quota from the Office 365 admin center. You will only see the Social Engagement add-on subscriptions if your Dynamics 365 plan includes Social Engagement. Trials aren't eligible for Social Engagement. For more information, see Pricing and licensing for Dynamics 365.

101 1. Go to and sign in as a global administrator or billing administrator. 2. Select Admin to open the Office 365 admin center. 3. Go to Billing, and then select Purchase services. 4. Scroll down to the Add-on subscription section and look for the Microsoft Social Engagement Additional 10k posts add-on subscriptions. 5. Click Buy now, and then complete the billing process. NOTE It can take a few minutes to complete the provisioning process and make the additional post quota available for your organization after you complete the purchase. Privacy notice For every new or changed search topic configuration we run an initial estimation with third-party social content providers 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 third-party social content providers. See Also Set up searches to listen to social media conversations Manage the quality of your search results Refine your search rules

102 Analyze social data using widgets 12/15/ min to read Edit Online Use widgets to visualize your organization s data analytics. The easy-to-understand, visual metrics that are displayed on these widgets show you what your customers or prospects are saying about your product and services. Identify any issues or compliments that are mentioned about your products or services on social media sources. Using this analysis, you can also understand how your team is working toward the social strategies of your organization. TIP This topic is part of a walkthrough about 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 that result 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 functionality to narrow your data set. Click a data point to get a more detailed view of the data. NOTE 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 following analytics pages: Overview, Conversations, Sentiment, Locations, and Sources. Use Analytics widgets to: See the top conversations across different sources, top phrases, and the languages that are used. More information: Find out what people are saying over conversations 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 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

103 TIP Widgets support intuitive tooltips that provide information about the displayed metrics. To view these tooltips, point to the widget by using the mouse or tap 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. NOTE 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 Analytics widgets support the display of Trend values. The trend value metric gives you a quick grasp of 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 symbol will be upward, downward, or straight to indicate rising, falling, or steady trend values, respectively. NOTE If not enough historical data is available for a trend value to display, the trend symbol is grayed out. When you select a time frame in the filter section, the average number of posts in the past is compared with the number of posts in the current time frame. The trend value is then calculated based on the difference. SELECTED TIME FRAME NUMBER OF PAST SIMILAR TIME FRAMES TO CALCULATE TREND 1 day or less 5 2 days to 7 days 3 8 days or more 1 For example, if you select last week (seven days) as the time frame for a widget s display, posts for three 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.

104 FEATURE STATIC WIDGETS DYNAMIC WIDGETS 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 A widget could be a static widget on an analytics page and dynamic on another 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. If no data is available in the selected data set, static widgets will show an error message. Export data from widgets and lists To create your own visualizations or further process the data, you can export data points from widgets and lists to an Excel workbook. To export data from a widget, click the Download the data into Excel button resulting Excel file in your browser s specified downloads folder. See Also Perform visual filtering on widgets Understand widgets on the Overview page. You ll find the To export data from a list, select the check boxes of the entries that you want to export, and then click Export in the list header. The exported Excel file contains two sheets: Information sheet: Lists the current configuration at the point in time when you exported the data. Data sheet: Contains the data points and the metrics that are used on the exported data.

105 Use filters to see relevant data 12/15/ min to read Edit Online You can use filters to slice and dice your data to narrow your analysis to the most relevant view of the data. Imagine a steady stream of data where your search topics define the posts that are selected and available for analysis. Filters can 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 set of posts that your current analysis focuses on. Data sets are used in Analytics, Alerts, and Social Center to give you the most flexibility for your views of 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 list on the left side of the filter section, select All Search Topics, a category of search topics, or a single search topic. This defines the search topics that 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. Drill down into data and apply filters from widgets Microsoft Social Engagement widgets provide you with drill-down functionality to narrow your data set. You can select a data point to get a more detailed view on the data. When you work through the application by drilling down, it redirects you to corresponding pages, and updates filters in the filter section. For example, if you select a data point in a Sources History widget (which spans more than one day) on Analytics > Sources, the widget on the Sources page applies the filter for the source that you selected, and your time frame updates to the time frame of the selected data point.

106 NOTE You can switch between pages in the Analytics area (for example Sources, Sentiments, Locations), and the applied filters will stay in place. If you go to a different area of Social Engagement by using the nav bar (for example from Analytics to Social Center or Settings), all filters will be reset. To keep your data set available in other applications, use the More options with the current filters button information: Explore more options with your data set. More There are many more entry points to drill down into your data. Click the data points to use the drill-down functionality. More information: Perform visual filtering on widgets For the list of available filters, see Get to know your filters. Avoid conflicting filter combinations In some cases, filter options are available, but selecting them results in a data set with zero posts because the filters are conflicting. You ll see a notification next to the affected filters if a specific combination is required, or if a combination isn t possible due to a conflict. For example, the Reach filter is only available for News and Twitter sources. In this case, selecting exclusively the Videos source won t work if you have a Reach filter selected. Also, some filters will not be displayed for certain areas because they are not applicable. NOTE The Sentiment status, Assignee, Labels, Link to Dynamics 365, and Custom Tags filters do not display for alerts, activity maps, or automation rules. Add, edit, or remove a filter Customize your data set with filters. Add filters to your analysis by drilling down or by adding filters to the filter section. Add a filter 1. Select 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, click the Filter button. 2. Expand the filters that you want to add. 3. Select your options, and then click the Apply button. Edit a filter 1. Below the nav bar, in the filter section, click the Filter button. --OR-- Select an active filter in the filter section. 2. Adjust your options, and then click the Apply button. Remove a filter 1. Click Remove all filters to remove all active filters. --OR--

107 Select an active filter in the filter section to open the filter details. 2. Next to the active filter, click 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. 1. In the Analytics area, select Change time frame. 2. Select 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 Get to know your filters

108 Get to know your filters 12/20/ min to read Edit Online 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 that you define remain on the different pages of Analytics and adapt if select specific data points to drill down into more detailed analysis. Different filters are available for different interaction areas. Click the Filter button to expand and see options that are available for each filter. NOTE You'll only see available filters when you configure your data sets. Some filters aren't available in an area because they're based on metadata that you change after the post has been acquired, either manually or through workflows. More information: Avoid conflicting filter combinations 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 Boolean OR connectors and will add multiple keyword filters. Common characters are accepted, in addition to the special #, and $. Your analysis narrows your results to posts that contain the keywords that you've entered in your keyword filter. Sources Select the provided sources or custom sources that are active in your current analysis. Your analysis shows results from the sources that you selected in your filter. More information: Find out what's covered by sources 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 that you selected in your filter. Sentiment Filter your posts by sentiment value. You can select positive, negative, or neutral. Sentiment status Select between system-rated and manually edited sentiment values. Distinguish whether a sentiment value was calculated by the sentiment algorithm or edited by a user. Confirming or changing a sentiment value for a post is considered to be a manual edit. You can limit your data set to see only posts that have the selected sentiment status. Reach Social Engagement takes an author s network size into account to determine the potential size of an author's influence. Social Engagement maps the author's potential influence to reach values that 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.

109 Your analysis narrows your results to posts that come from authors who have the reach that 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. You can add filters to the level of countries/regions. Filtering at the city level is not supported. Your analysis narrows your results to posts that contain location data, where the location data corresponds to the filter that you added. Location type Choose the type of location data that you want to include in your current data set. 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). Select post location, author location, or both. If you select both 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. NOTE Some posts might have no location assigned if a location wasn't shared by the author. Author tags Filter posts by author tags. Author tags are a convenient way to quickly create groups of authors to see what they are discussing. Authors Filter posts by author names. Any author name is available for filtering if the author published at least one post. Start typing the author name to see suggested author names from your solution's database. When you filter by author, only posts from the selected authors remain in your data set and widgets display. Post type Select from Post, Reply, Share, or Private message to narrow your data set to see the results for the selected post types. Post: Single posts that were published as status updates. Reply: Posts that reference a parent post (reply on Twitter, comment on Facebook). Share: All posts in your data set that are shares on Facebook or retweets on Twitter. 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 must be set up to capture them.more information: Add a private messages rule Contributor Narrow your data set to show posts that are coming from either the owner or audience of a Facebook page. You can 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.

110 Assignee The assignee filter narrows your data set to show only posts that are assigned to the selected user or group. You can enter any user or group that is assigned a post in Social Engagement. Start typing a name to see suggestions. You can also specify whether you want to include posts assigned to any groups that the Assignee is a member of. Labels Narrow your data set to see only posts that are assigned the selected labels. You can also exclude labels when you apply the labels filter to find posts that don't have a specific label. Any label that an administrator defined in Settings > Global Settings > Labels is available as a filter value. Link to Dynamics 365 Find posts that either are or aren't linked to a Dynamics 365 record. Post Tags and Intentions Find posts that match one of the available intention tags or custom tags. More information: Tag posts with intention tags and custom tags See also Use filters to see relevant data Perform visual filtering on widgets

111 Perform visual filtering on widgets 10/31/ min to read Edit Online In addition to viewing the analytics 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 list in the filter section or by drilling down to a display element on the widget (visual filter). To identify the visual filter-enabled area, hover over or click the widget s display area. For the areas that support visual filtering, the cursor changes to a hand pointer. Click the data point to apply the filter. IMPORTANT When you apply a new filter, all of the widgets on the selected Analytics page get refreshed and update the displayed data as appropriate for the new filter. More information: Get relevant data using filters Visual filtering for text-based widgets Text type widgets display metrics for data such as phrases. To apply visual filters on these widgets, click any phrase displayed on the widget. The selected phrase is added to the phrases filter and the page recalculates based on the selected filters. IMPORTANT The newly-added phrase won t replace the existing filters but will be added to the current list of phrases. For example: A user clicks the phrase Contoso, and it s added to the keyword filter and the widget is reloaded. Now, the user clicks 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 display metrics in volumes and in rows, such as for languages and sources. To apply visual filters for these widgets, click anywhere in the row for a given metric, and the selected area, time, or dimension gets added to the filter. NOTE 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

112 Explore more options with your data set 12/15/ min to read Edit Online Your search topics usually gather more data than you want to analyze at a given moment. When narrowing the data for the most relevant posts in Microsoft Social Engagement, data sets are often key to an accurate and detailed analysis. More information: Set a baseline for your analysis with a data set In some areas of Social Engagement, you can copy a given data set over to a different area to save time. For example, you can have a stream in Social Center that shows an overwhelming amount of posts. You decide to analyze those posts in the Analytics area to drill down into the information using the filtering functionality. You find a set of important posts and choose to get informed of any similar new posts. By passing your data set over to the Message Center, you can create an alert with a single click. The following table shows the areas in Social Engagement between which you can pass a data set. AREA CREATE STREAM VIEW/OPEN IN ANALYTICS CREATE ALERT CREATE ACTIVITY MAP CREATE AUTOMATION RULE Social Center -- Yes Yes Yes Yes Analytics No -- Yes Yes Yes Activity Maps No Yes No -- No Automation rules No Yes No No -- To pass a data set to a different application area 1. Click the More options with current filters button. Analytics: In the filter section, below the nav bar. Social Center: In a stream s header. Activity Maps: In the filter section, next to the KPIs. Automation Rules: In the list of automation rules and in the rule details pane. 2. You can choose from the following options, depending on the area you work in: Create activity map. More information: Define activity maps to view real-time data Create alert. More information: Stay up to date with alerts Create stream. More information: Keep track of live data streams with Social Center View/Open in Analytics. More information: Analyze social data using widgets Create an automation rule. More information: Route posts using automation rules

113 NOTE If you use the nav bar to switch to a different area of the application, your filters are reset. To persist the filters, pass your data set to a different area per the instructions and availability above. See Also Analyze social data using widgets Get relevant data using filters Perform visual filtering on widgets

114 Understand widgets on the Overview page 12/15/ min to read Edit Online See key widgets on the Overview page. The widgets on this page provide information about the volume of posts, sources, and locations where these posts are coming from, topics discussed, languages used, and the details of influencing authors. Go to this page from Analytics > Overview. NOTE Overview is the default landing page when you go to the Analytics area, or when you choose Microsoft Social Engagement on the nav bar. 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. - 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 - Trend

115 WIDGET NAME WHAT IT DISPLAYS METRICS Authors Sources Phrases The normal view of this widget shows the top five authors and the sources, based on the volume of their posts. Click the Full view button to expand the widget to Full view mode. Full view mode shows additional details about the 100 most active authors and their posts. Full view also has a Delete button you can use to delete a selected author and the author s posts. You must have a Power Analyst or Administrator user role to delete an author. To add a filter for multiple authors at once, select the check boxes on the left side of the list for all authors that you want to include. Then click INCLUDE in the list header. To remove an author from the authors filter, select the check boxes on the left side of the list for all authors that you want to remove from the filter. Then click EXCLUDE in the list header. The Sources widget shows the number of posts in the most active sources, and summarizes how many posts were found in other sources. Click the Full view button at the top right to expand the widget to Full view mode. Most often mentioned phrases, based on the posts of your current data set. 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 latest post was posted - Author details for Twitter More information: Get details on specific authors - Delete button - Top sources icons - Volume of posts - Percentage of volume as compared with the total volume in the current data sets - Trend - Volume of posts C a u t i o n When you delete an author, none of the author s previous posts will be available in the solution s database; they are permanently deleted. No new posts from this author will be acquired in the future. Dynamic widgets on the Overview page WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS

116 WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Sentiment Sentiment index based on the type of sentiment: positive, negative, or neutral. You can manually change the sentiment values if 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. Categories by Sentiment Find out about the sentiment index for all posts with sentiment value in your categories. Click the Full view button to expand the widget to the Full view mode. Metrics in normal view - Sentiment index - Trend of sentiment index - Sorted by the number of posts per category Metrics in Full view - Your data set contains at least one post with a positive or negative sentiment value. - Categories - Sentiment index - Sentiment change - Number of positive posts - Number of negative posts - Number of neutral posts Topics by Sentiment Find out about the sentiment index for all posts with sentiment value in your search topics. Click the Full view button to expand the widget to the Full view mode. Metrics in normal view - Volume of posts - Trend of sentiment index - Sorted by the number of posts per search topic Metrics in Full view - Your data set contains at least one post with a positive or negative sentiment value. - The analysis focus is set to a category. - Search topics - Sentiment index - Sentiment change - Number of positive posts - Number of negative posts - Number of neutral posts Sentiment Sentiment index based on the type of sentiment: positive, negative, or neutral. - Sentiment index - Volume - Trend - Your data set contains at least one post with a positive or negative sentiment value. See Also See Also Analyze social data using widgets Find out what people are saying over conversations Understand the public perception using sentiment analysis

117 See the locations for the posts Analyze the sources for the posts

118 Gain insights from public conversations 11/8/ min to read Edit Online 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. Go 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 Sources Phrases on <Top Source> Languages Significant phrases in the current data set, as compared to the significant phrases in the previous five time frames. Top five sources based on the volume of posts. Significant phrases on the top source (when compared to all sources), based on the volume of the phrases on the source. If only one source is filtered, the volume of phrases shown is based on the volume in the current time frame. The top five languages based on the volume of posts that used these languages. - Volume of posts containing a phrase - Trend - Volume - Percentage of volume as compared with the total volume of posts in the data set - Trend - Post volume in the current time frame - Name of the language - Post volume - Percentage of volume as compared to all posts in your data set - Trend Dynamic widgets on the Conversations page WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS

119 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 contain at least one of the available sentiment languages. Location Insights Markers for posts that include location information. - 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. Intention Tags Distribution of the intention tags in your current data set. More information: Work with tags - Total number of posts with intention tags - Number of posts per intention tag - Trend per intention tag - At least one post in your data set contains an intention tag. Tags Distribution of custom tags in your current data set. The Full view mode offers the top 100 tags. Intention tags are not included in the Tags widget. They are only displayed in the Intention tags widget. - Total number of posts with custom tags - Number of posts per custom tag - Trend per custom tag - At least one post in your data set contains a custom tag. Sentiment Sentiment index based on the type of sentiment: positive, negative or neutral. - Sentiment index - Volume - Trend - Your data set contains at least one post with positive or negative sentiment value.

120 WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Authors The normal view of this widget showss the top five authors and the sources, based on the volume of their posts. Click Full view at the top right to expand the widget to Full view mode. Full view mode shows additional details about the 100 most-active authors and their posts. Full view mode also has 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. To add a filter for multiple authors at the same time, select the check boxes on the left side of the list for all authors that you want to include. Then click Include in the list header. 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 latest post was posted - Delete button - Twitter Hashtags and Twitter Mentions widgets don t display. You can hide them by applying a Source filter for other sources than Twitter. To remove an author from the authors filter, select the check boxes on the left side of the list for all authors that you want to remove from the filter. Then click Exclude in the list header. C a u t i o n Once you delete an author, the author s previous posts are no longer available in the solution s database. The posts are permanently deleted. No new posts from this author will be acquired in the future. See Also Analyze social data using widgets Understand widgets on the Overview page Understand the public perception using sentiment analysis

121 Understand the public perception using sentiment analysis 12/15/ min to read Edit Online View and understand the sentiments in the social chat related to the posts that are found by your search topics. Using the Sentiments page, Microsoft Social Engagement calculates the sentiment value of social posts with natural-language processing and machine learning 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 searches is processed by the sentiment algorithm in the original language and annotated with a calculated sentiment value. For more information on the supported languages, you can download the Microsoft Social Engagement Translation Guide. 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. 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. See the normalized perception of a data set and its sentiment index 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 previous time frames to the current value of the sentiment index in your time frame. More information: View the trend values Static widgets on the Sentiments page NAME OF THE WIDGET WHAT IT DISPLAYS METRICS

122 NAME OF THE WIDGET WHAT IT DISPLAYS METRICS Sentiment History Sentiment Coverage Sentiment Sources by Sentiment Negative Phrases Positive Phrases Sentiment changes over different time lines, sentiment index associated with these and the sentiment index for previous period Sentiment coverage values for the current sentiments displayed on the widgets Sentiment index based on the type of sentiment - positive, negative, or neutral. Top five sources and the sentiment index for the sources Top phrases from posts with negative sentiment values Top phrases from posts with positive sentiment values - Positive - Negative - Steady - System-rated sentiment - Edited sentiment - Unknown data, if a post s language doesn t support sentiment calculation - Index for positive, negative or neutral sentiments - Volume - Trend - Sentiment index on the scale of +10 to -10 scale. - Trend. - Phrases by volume - Sentiment index - 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 - 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 positive sentiment value. - Source - Author name - Volume of posts with positive sentiment value. Your data set contains posts with positive sentiment value. Top Critics List of authors who published the most posts with a negative sentiment value. - Source - Author name - Volume of posts with negative sentiment value. Your data set contains posts with negative sentiment value.

123 NAME OF THE WIDGET WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Authors The normal view of this widget displays the top five authors and the sources, based on the volume of their posts. Click the Full view button at the top right to expand the widget to Full view mode. 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 Your data set doesn t contain posts with positive or negative sentiment value. You can hide them by applying a Sentiment filter for neutral sentiment. 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. - Author name and profile picture (if available) - Source - Number of posts - Trend - Sentiment - Reach - Location - Language - Time when the latest post was posted - Author details for Twitter To add a filter for multiple authors at once, select the check boxes on the left side of the list for all authors that you want to include. Then click Include in the list header. More information: See author details - Delete button To remove an author from the authors filter, select the check boxes on the left side of the list for all authors that you want to remove from the filter. Then click Exclude in the list header. C a u t i o n 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. See Also Analyze social data using widgets See the locations for the posts Adaptive learning based on changes to organization s sentiment values

124 Adaptive learning based on changes to organization s sentiment values 12/15/ min to read Edit Online Microsoft Social Engagement now uses adaptive learning to gain information about your edits and confirmations on sentiment values. With adaptive learning, every edit on the sentiment value of posts contributes to the way that sentiments are determined for your organization. To manage adaptive learning in Social Engagement, you need to be a Social Engagement Administrator. Every user role in Social Engagement is able to edit the sentiment value of a post. More information: Understand user roles IMPORTANT Edited and confirmed sentiment values only apply to your organization database. Edits and confirmations performed on other organizations databases have no impact on how the sentiment is determined for your organization. Activate or deactivate machine learning for your organization By default, machine learning is active for your organization, but you can turn it off at any time. 1. Navigate to Settings > Global Settings. 2. In the list, click Sentiment. 3. On the Sentiment pane, clear the Adaptive learning check box. 4. Click Save. Your organization s sentiment analysis no longer learns from your users edits. To turn machine learning on, select the Adaptive learning check box and click Save sentiment analysis will now be able to learn from your users edits. Reset your organization s sentiment analysis. Your organization s If you aren t happy with the results of the sentiment analysis, you can always reset your organization s sentiment analysis to the system default. This will discard all previously made edits and confirmations to sentiment values, and restart the learning from the system default. You need to be a Social Engagement Administrator to perform this task. 1. Navigate to Settings > Global Settings. 2. In the list, click Sentiment. 3. On the Sentiment pane, click Reset. NOTE If you restart the learning for the sentiment analysis, you ll find the date of the restart at the bottom of the page when you go to Global Settings > Sentiment.

125 C a u t i o n There s no way of undoing this reset. Use this functionality careful to avoid accidental loss of all your users edits and confirmation to sentiment values. TIP If you compare several months of Sentiment KPI, make sure that you account for the matured sentiment calculation when comparing the findings. See Also Manage global settings Understand the public perception using sentiment analysis

126 See the locations for the posts 12/15/ min to read Edit Online View the analysis for geographical location information contained in posts or in authors profiles. Using the Location page, you can view details such as top locations, top languages, and top location groups. Go to this page from Analytics > Location. Types of location data In Social Engagement, two types of location data are available: Author location: Location data that is shared by a user through a profile (for example, on a user s Twitter profile page). Consider this 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 from 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 posts with precise geographical information (post location data) on the map, select POSTS. NOTE Some posts may have both post and author location. In these cases, that post is counted for the post location metric (and not counted for author location metric). Sources that provide location data A subset of the available sources that provide location data. Authors need to share their information to see location for sources. AUTHOR LOCATION POST LOCATION Twitter Yes Yes News Yes No Facebook No No Blogs No No

127 AUTHOR LOCATION POST LOCATION Videos No No Forums Yes No Instagram No Yes Static widgets on the Location page NAME OF THE WIDGET WHAT IT DISPLAYS METRICS Location Insights Location Coverage Phrases by Country/Region Cities Languages Locations 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 Percentage of posts and authors based on their location details. Top phrases coming from the five countries/regions with the most posts. Top five cities based on the volume of the posts. Top five languages based on the volume of posts that used these languages. Top five countries/regions, based on the volume of posts. - Volume - Sentiment - Buzz - Post location - Author location - No location data available - Name of the country/region - Most mentioned phrases in a country/region - Name of the city - Volume of posts - Trend - Name of the language - Volume of posts - Percentage of post volume when compared with the total volume of posts in the current data set - Trend - Name of the country/region - Volume of posts - Trend Dynamic widgets on the Location page NAME OF THE WIDGET WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS

128 NAME OF THE WIDGET WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Location Groups Top five location groups. - Location group name Volume of posts - Trend Displays only if the location groups include the country/region of the post location or author location of your current data set. Sentiment Sentiment index based on the type of sentiment: positive, negative, or neutral. 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 on the scale of -10 to 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. Sentiment by Country/Region Sentiment index by country/region and trend of the sentiment index. - Names of the top five countries/regions based on post volume - Sentiment index on the scale of 10 to 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.

129 NAME OF THE WIDGET WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Authors The normal view of this widget displays the top five authors and the sources, based on the volume of their posts. Click the Full view button to expand the widget to Full view mode. Full view mode shows additional details about the 100 most active authors and their posts. Full view also includes 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. To add a filter for multiple authors at once, select the check boxes on the left side of the list for all authors that you want to include. Then click Include in the list header. 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 latest post was posted - Author details for Twitter More information: See author details - Delete button Your data set doesn t contain posts with positive or negative sentiment value. You can hide them by applying a Sentiment filter for neutral sentiment. To remove an author from the Authors filter, select the check boxes on the left side of the list for all authors that you want to remove from the filter. Then click Exclude in the list header. Sentiment Sentiment index based on the type of sentiment: positive, negative, or neutral. - Sentiment index - Volume - Trend Your data set contains at least one post with a positive or negative sentiment value. C a u t i o n After you delete an author, none of the author s previous posts will be available in the solution s database anymore; they will be permanently deleted. No new posts from this author will be acquired in the future. See Also Analyze social data using widgets Understand the public perception using sentiment analysis Analyze the sources for the posts

130 Analyze the sources for the posts 11/8/ min to read Edit Online 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. Go 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. - Post 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 Languages Volume Change by Source Sources Top phrases for the top five sources based on the volume. The list of five most spoken languages based on the volume of posts using these. If the set languages are fewer than five, the available number of languages will be displayed in the order of their volume of posts. Change in post volume for the top five sources, whether increasing or decreasing as compared to previous periods. The Sources widget shows the number of posts in the most active sources, and summarizes how many posts were found in other sources. Click the Full view button at the top right to expand the widget to Full view mode. - Source icon - Phrases - Top five languages based on the volume of posts using these - Percentage of posts volume when compared with the total volume of the posts in the current data set To view the percentage, hover over the graph displayed for each language. - Trend - Name of the source - Volume change - Trend - Source icon - Post volume - Trend Dynamic widgets on the Sources page WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS

131 WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Sources by Sentiment Top five sources along with their sentiment index. - 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 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. - 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 Authors by Source not only shows the most active sources, but also summarizes how many authors posted in the other sources. - 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.

132 WIDGET NAME WHAT IT DISPLAYS METRICS DISPLAY CONDITIONS Authors The normal view of this widget displays the top five authors and the sources, based on the volume of their posts. Click the Full view button at the top right to expand the widget to Full view mode. 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 Your data set doesn t contain posts with positive or negative sentiment value. You can hide them by applying a Sentiment filter for neutral sentiment. 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. - Author name and profile picture (if available) - Source - Number of posts - Trend - Sentiment - Reach - Location - Language - Time when the latest post was posted - Author details for Twitter To add a filter for multiple authors at the same time, select the check box on the left side of the list for each author that you want to include. Then click Include in the list header. More information: Get details on specific authors - Delete button To remove an author from the authors filter, select the check box on the left side of the list for each author that you want to remove from the filter. Then click Exclude in the list header. C a u t i o n Once you delete an author, none of the author s previous posts will be available in the solution s database; they will be permanently deleted. No new posts from this author will be acquired in the future. See Also Analyze social data using widgets See the locations for the posts

133 Define activity maps to view real-time data 12/15/ min to read Edit Online Using activity maps, you can view real-time posts by geographical location on an easy-to-understand map. You can further view these posts in Analytics to understand more details and associated metrics. IMPORTANT You can only visualize those posts on an activity map that have location data for posts or authors. More information: See the locations for the posts, Analyze the sources for the posts Role privileges Every user can create activity maps in Microsoft Social Engagement, regardless of user role or license type. Activity maps are saved and displayed separately for every user. You can only view the activity maps you create. Create an activity map 1. Go to Activity Maps. 2. On the Activity Maps pane, click the Add button. 3. Enter the details on the Activity Maps Details page. Name: Enter a name for the new activity map. Default time span: Select the default time span for which you want to view the posts for this activity map. You can change this value at any time, even when you view the map. Options: Past 30 minutes, Past hour, Past 12 hours, Past 24 hours. Default map type: Select the default type of the map that you want to view when you open this activity map. Buzz map: Displays the volume of posts in various locations. Sentiment map: Displays the sentiment values for the conversations, based on the location. Filters: Select the filters you want to create the activity map from. You can use All Search Topics or choose Change to select filters. More information: Get relevant data using filters IMPORTANT Make sure that your data set contains posts that the activity map can display. If you configure an activity map that has a data set that doesn't include location information (for example, if you filter only by Blogs, which don't support location data), the activity map won't display any data. 4. When you're done, click Save. TIP To edit an activity map, open the map details and repeat from step 3.

134 View an activity map IMPORTANT If you have not created any activity maps, no maps will be displayed for you. More information: Create an activity map 1. Go to Activity Maps. 2. From the list, select the activity map, and then click the globe button to see the default view of the selected activity map. 3. Single posts are repesented in smaller shapes than post clusters. An outline indicates how old a post or cluster is. New posts show a circle. The older the post, the smaller the outline. The Sentiment map additionally shows the colors and shapes for the corresponding sentiment values of the posts. 1. Click Posts on the right side of the map to view the list of posts for the map. TIP Choose any data point on the map to view the posts corresponding to that area. 2. Click Insights on the left side of the map to view the phrases for the trending conversations. NOTE Posts deleted or edited from any other area of Social Engagement will have applicable changes reflected in the map you are viewing in real time. For example, if you are viewing a sentiment map for a location that has a post with neutral sentiment value, and you or any other Social Engagement user edits this post s sentiment as positive from another application area, say Analytics. Then, the new positive sentiment value will be reflected for this post on the map. You will no longer see the sentiment value as neutral for this post. More information: Understand the public perception using sentiment analysis TIP Use the buttons in the lower-left corner of the map to zoom in or zoom out of the map. Sample activity map

135 View and understand sentiment values on an activity map 1. Go to Activity Maps. 2. From the list, select the activity map, and then click the globe button. 3. In the header area, click Sentiment map if sentiment map is not your default view. 4. Read the sentiment values on the activity map: green with upward-facing triangle for positive sentiment, red with downward-facing triangle for negative, and gray with a diamond shape for neutral sentiment. TIP In the header section, the sentiment map denotes the legend in detail. Select the appropriate button in the sentiment filter widget (next to the map legend) to filter the activity map for a specific sentiment value and view it. Click the green button to view only positive sentiment, the red button to view negative sentiment, and the gray button for neutral sentiment. You can select more than one value. When you select a specific sentiment value for example, Positive only posts with positive sentiment will be displayed on the map, and the positive sentiment button on the header shows 100%. All KPIs and charts will be filtered by the selection you make on the sentiment filter. When you select all three of the sentiment values, respective percentages for all the sentiments will be displayed. More information: Understand the public perception using sentiment analysis View and edit posts on an activity map 1. Go to Activity Maps. 2. From the list, select the activity map, and then click the globe button. 3. On the right side of the map, click Posts. 4. Select the post from the list, and then perform the required actions. More information: Work with posts Understand the posts peaks on an activity map

136 Activity maps display up to 5,000 posts at a time. If your data set contains more fresh posts per hour (or for the selected time span), and the total posts cross the peak value of 5,000, older posts automatically disappear from the map s display and you always see the latest ones. In this scenario, the header section of the activity map displays a clickable notification that provides the current visualization details. View conversation insights on an activity map Understand the top and trending phrases of the current conversations that you re interested in. Watch these further or work on these as required for your business. More information: Set up searches to listen to social media conversations, Get connected to the social conversation using Microsoft Social Engagement TIP Phrases are refreshed when you update the data set or add a new filter. 1. Go to Activity Maps. 2. From the list, select the activity map, and then click the globe button. 3. On the left side of the map, click Insights. 4. View the trending phrases from the Phrases widget. More information: Find out what people are talking about Filter a specific area of an activity map Filter a specific area of your activity map to have a focused view and perform any required actions. 1. Go to Activity Maps. 2. From the list, select the activity map, and then click the globe button. 3. In the header area, click the Area filter button. 4. Use the rectangular selector to focus on a specific area of the map. 5. View the real-time data for this area, and perform any required actions. NOTE You can zoom in on this area by clicking the magnifier button. 6. When you re done, click the area filter button again to disable it, or click at the top of the selector. View an activity map s data in other areas of Social Engagement View the data set selected for an activity map in other areas of Social Engagement to further understand the details and arrive at any required metrics. Click the More options with current filters button in the header of an activity map. More information: Open a data set in other areas of Social Engagement Delete an activity map If you don't want to use an activity map anymore, you can delete it from your list.

137 IMPORTANT Deleting a activity map doesn t affect your post quota because you only delete the maps/visualization, but not the posts themselves. More information: Work with posts 1. Go to Activity Maps. 2. Select the activity map, and then click the Delete button. 3. Confirm the deletion. View an activity map on a large screen View an activity map on a large screen, in full-screen mode. You can display this large screen at prominent places as appropriate for your business to demonstrate the trends about your products, brand, or organization. NOTE You can display an activity map on a large screen without a need for any user interaction for 30 days. After 30 days, you need to sign in again. 1. Go to Activity Maps. 2. From the list, select the activity map to view, and then click the globe button. 3. On the lower right side of the map, click the Open the activity map in full screen button. NOTE You can hide the header for a better view of the map. Click the Collapse header button to hide. To exit full screen, press escape or click the Exit full screen mode button. See Also Get relevant data using filters Get started with Social Engagement Analyze social data using widgets Keep track of live data streams with Social Center

138 Engage on social networks 12/15/ min to read Edit Online Microsoft Social Engagement offers features that you can use to interact with other users on the social web and to engage with customers, fans, or critics. IMPORTANT Before you can interact with posts in Social Engagement, be sure to meet the following prerequisites: 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. Click Posts on the right side of any analytics page to see the latest posts that match the data set of your current analysis. NOTE When you open the details of a post in a post list, you can use the Next post and Previous post buttons to move between the posts in the list. 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 that 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

139 Manage social profiles 12/15/ min to read Edit Online Social profiles are the profiles on social networks that you authenticate by using Microsoft Social Engagement. These profiles represent your organization or business on social media. You use them to interact with posts on your behalf from within the application. To publish or react to posts, you need active social profiles in Social Engagement. To add, edit, share, or remove a social profile, go to Settings > Social Profiles. Data acquisition and acquisition of private messages from your social profiles require access tokens, and you need to explicitly allow data acquisition before you can view or interact with any posts. No posts are published on your profiles unless you decide to take action on a post within Social Engagement. IMPORTANT All social profiles are user-specific. You can interact only by using owned profiles or profiles that are shared with you. You must have an interaction role of Responder or Manager to work with social profiles in Social Engagement. A social profile can have multiple owners. Every owner has the same level of access privileges to the social profile. Make sure you have the correct credentials before you attempt to add a social profile or claim ownership for an existing profile. Types of social profiles you can manage Social Engagement lets you publish or react to posts with social profiles for a subset of the sources that are available when setting up searches. Currently, you can add the following social profiles: Twitter user: Publish new posts and interact with posts on Twitter. Optionally, you can allow data acquisition for direct messages sent to this profile to allow other users create search rules that acquire gather these direct messages. Facebook user: Interact with posts on Facebook with a Facebook user profile. Facebook Page: Interact with posts on Facebook with a Facebook Page profile. To add this type of profile, you need to have admin permissions to create posts as the Page, or to send messages as the page. Get in touch with the admin of the Facebook Page to adjust these settings. More information: Facebook Help Center: Page Roles Instagram account: Interact with posts on Instagram. At least one active social profile for Instagram is required to gather data from Instagram feeds. LinkedIn user: Interact with posts on LinkedIn with a LinkedIn member profile. LinkedIn Organization Page: Reply to and like posts on LinkedIn Organization Pages with a LinkedIn organization page profile. To add this type of profile, you need to be an Organization Page Administrator on the LinkedIn page. At least one active social profile for LinkedIn Organization Pages is required to gather data from LinkedIn Organization Pages. YouTube user: Interact with posts on YouTube with a YouTube user profile.

140 With a Responder or Manager user role, you can add, share, and delete social profiles you own. To learn more about social profiles for data acquisition, see Manage access tokens. Ownership status of social profiles Settings > Social Profiles lists the different types of ownership for a social profile and lets you check the health state of your social profiles and access tokens. Owned profiles: Profiles that you added to Social Engagement. These can be personal profiles or profiles that you set up and manage for your organization. Social profiles can have multiple owners. C a u t i o n If you are an owner of a profile that has multiple owners, you can delete the profile. Always be careful not to delete any profiles that are in use. Shared profiles: Profiles that are owned by other Social Engagement users, but shared with you. You can post on social media by using these profiles, but you won't be able to manage them unless you successfully claim ownership of them. Profiles without owners: Profiles that were added to Social Engagement but currently don't have owners. You can t use these profiles for posting on social media. At least one Social Engagement user needs to claim ownership of these profiles for them to be available. Add a social profile Adding social profiles in Social Engagement is an important step if you want to react to a post directly from within the application. You can engage with your audience through social profiles that you own or that are shared with you. Additionally, for some social profiles, you can explicitly allow data acquisition, so the system can gather private messages or direct messages. TIP Common browsers block pop-ups by default. You should explicitly allow your browser to show pop-ups in the domain for your Social Engagement application. This ensures that the authentication dialog boxes load properly. If it doesn't, you won t be able to add or reauthorize social profiles. Add a social profile to Social Engagement Before you can work with a social profile, or use its token for data acquisition, the owner of a social profile needs to add it to Social Engagement. 1. Go to Settings > Social Profiles. 2. Select Add profile ( ). 3. In the list, select the type of social profile you want to add. 4. In the authentication dialog box, sign in with your credentials and authorize Social Engagement. When you add a social profile for a page you administer, a list will show with all the pages that you can add. Find the pages you want to add, select the Add symbol ( ) and select Save to confirm your selection. You can now reply and like on behalf of the organization page, but you can t write new posts. Optionally, you can share this social profile with other users in Social Engagement. Share a social profile with other users

141 To let other users of your organization post on behalf of a social profile that you own, you can share it with them. After you share a social profile, other users can select the social profile when interacting with a post. You can also share a social profile with an Office 365 group. By sharing a social profile, you let other users post on behalf of the social profile to social networks. Choose your sharing options wisely to avoid unwanted posts on social networks. Share a social profile 1. Go to Settings > Social Profiles. 2. In the list of Owned Profiles, select the social profile that you want to share. The profile details pane opens. 3. In the profile details pane, under Sharing / Owners, select Add. 4. Start typing the name of the user or group you want to share the profile with, and then select it from the list. C a u t i o n When you select Shared with all users, all users with a Responder or Manager interaction role will be able to use the social profile for publishing actions (such as replying, commenting, sharing, retweeting, and liking) within Microsoft Social Engagement. 5. Click the Add button to confirm your selection. 6. Select the Save symbol at the bottom of the profile details pane to apply your changes. Stop sharing a social profile 1. Go to Settings > Social Profiles. 2. In the list of Owned Profiles, select the social profile that you want to stop sharing. 3. In the profile details pane, under Sharing / Owners, select the Remove symbol for each user or group you want to stop sharing with. 4. Select the Save symbol at the bottom of the profile details pane to apply your changes. Delete a social profile You can delete a social profile that you own. You can also delete a social profile that has multiple owners. Always be careful not to delete any profiles that are in use by other Social Engagement users. If a profile is shared with you, you can post on social media by using this profile, but you can t remove it. 1. Go to Settings > Social Profiles. 2. In the list of Owned Profiles, select the social profile that you want to delete. 3. In the profile details pane, select the Delete ( ) symbol. 4. Click Confirm to delete the profile. NOTE If you allowed 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 of a social profile If you know the credentials to a social profile, you can claim ownership for it. It's handy, for example, when

142 the original owner of a shared profile is removed from the organization and someone else will take ownership for it. Once you successfully claimed ownership, you can start managing the social profile. 1. Go to Settings > Social Profiles. 2. In the Shared Profiles or Profiles without owners list, select the social profile that you want to claim ownership of. 3. In the profile details pane, select the Reauthenticate your token ( ) symbol. 4. To claim ownership, enter the required credentials in the dialog box. NOTE While adding or reauthenticating a social profile for Facebook data acquisition, Social Engagement might encounter an error due to rate limits on our Facebook connector app. Please wait about 15 minutes before trying to add or reauthenticate your profile. Acquisition token status of social profiles Profiles for acquisition: Facebook, Twitter, and Instagram require at least one valid access token to acquire data. More information: Manage access tokens Profiles for private messages acquisition: You can acquire private messages from your Facebook pages and Twitter accounts if you have at least one valid access token. More information: Manage access tokens Privacy notice Microsoft Social Engagement uses Microsoft Cognitive Services to detect the language of the content in private messages from Twitter and Facebook pages. To detect the language, only the title and content of private messages are sent to Microsoft Cognitive Services. The title and content of private messages are not stored in Microsoft Cognitive Services. Review the privacy statement for Microsoft Cognitive Services here: See also Engage on social networks Check the health state of your social profiles Manage access tokens Set up searches to listen to social media conversations

143 Manage access tokens 1/16/ min to read Edit Online Microsoft Social Engagement requires you to provide access tokens in order to acquire data and interact with posts for social profiles. Facebook profiles, Facebook pages, Twitter profiles, and YouTube accounts require access tokens before you can acquire and interact with posts. Instagram accounts require access tokens to acquire posts. Access tokens enable data acquisition and can be easily supplied by logging into your social media account. Acquisition tokens will not post anything to personal Facebook, Twitter, or Instagram accounts. We advise users to add at least two different tokens to Social Engagement. Adding more tokens can guarantee a faster data acquisition and reduce the risk of data acquisition stopping due to expired access tokens. Before adding a user token, make sure you have the appropriate user roles to add a social profile. More information: Manage social profiles NOTE Providing an access token is mandatory; not providing one will prevent Microsoft Social Engagement from acquiring private messages from Facebook pages and Twitter. The access tokens received from users are stored and encrypted in a secure database. The data acquired with tokens is not shared with any other Microsoft Social Engagement solutions. The following table shows the tokens you need to add for your social profiles. Type of social profile Facebook profile Type of token Acquisition token: Acquire public data from Facebook pages Interaction token: Publish and reply to posts on Facebook pages Facebook page Instagram account Twitter profile YouTube account Interaction token: Acquire private messages from Facebook pages, publish and reply to posts, and acquire author information for posts and comments. Acquisition token: Acquire public data from Instagram. Interaction token: Acquire private messages from a Twitter profile, and publish and reply to posts. Interaction token: Comment and rate video posts and reply to comments on YouTube. Tokens for data acquisition Adding tokens for data acquisition allows you to acquire posts from Instagram and Facebook. It s important to understand that acquiring is a two-step process. After you add tokens and allow the data acquisition, you will not automatically start seeing posts. A power analyst or administrator needs to add a search rule for the added social profile when they set up a search topic in order to start analyzing posts from Facebook and Instagram. After users add a social profile and allowed data acquisition, they can also monitor Facebook pages and Instagram accounts they do not own. More information: Add rules to a search topic

144 Add a Facebook acquisition token and allow data acquisition You need Facebook acquisition profiles to acquire data from Facebook pages. You need to authenticate access tokens by logging into your account and allowing data acquisition to acquire public posts from a Facebook page. NOTE Provided tokens will expire after 60 days. Microsoft Social Engagement will notify you to reauthenticate your Facebook profile through s sent from socialengagement@microsoft.com and through notifications in Social Engagement. IMPORTANT While adding or reauthenticating a social profile for Facebook data acquisition, Social Engagement might encounter an error due to rate limits on our Facebook connector app. Please wait about 15 minutes before trying to add or reauthenticate your profile. 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile, and then in the Facebook page/profile details panel, select Reauthenticate your token under Allow data acquisition, and enter your log-in credentials. 3. Under Use for search acquisition, select the drop-down arrow next to the search acquisition symbol and select the checkbox next to Allow to acquire data from Facebook pages. The token will become active after you select the check box. 4. Select Save. Add an Instagram token and allow data acquisition 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile (Instagram account) and in the Instagram account details panel, select Reauthenticate your token and enter your log-in credentials. 3. Under Use for search acquisition, select the drop-down arrow next to the search acquisition symbol and select the check box next to Allow to acquire data from Instagram. The token will become active after you select the check box. 4. Select Save. Tokens for interactions with posts Adding tokens for interactions with posts allows you to acquire private messages from Facebook pages and Twitter, as well as publish and reply to posts. Additionally, you'll need an active Facebook page interaction token to be able to pull author information for Facebook pages you own. An interaction token is needed for every Facebook page separately. If no interaction token is provided, post and comments from users on the Facebook page will surface in Social Engagement without author information. You can check your token health states to make sure your tokens aren't expired. More information: Check the health state of your social profiles NOTE View your social profiles page to add a token. If you don't see the social profile in question, you can add a social profile and add tokens directly. Add a Facebook user token to interact with posts

145 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile, and then in the Facebook user details panel, under Allow Interactions, select Reauthenticate your token and enter your log-in credentials. 3. Select Save. Add a Facebook page token and allow data acquisition for private messages 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile, and in the Facebook page details panel, select Reauthenticate your token and enter your credentials. 3. Under Acquisition of private messages, select the drop-down arrow next to the private messages symbol, and then select the check box next to Allow to acquire privates messages to and from your Facebook account. The token will become active after you select the check box. 4. Select Save. Add a Twitter token and allow data acquisition for private messages 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile, and then in the Twitter profile details panel, select Reauthenticate your token under Allow interactions, then enter your credentials. Under Acquisition of Private Messages, select the drop-down arrow next to the private messages symbol and select the check box next to Allow to acquire private messages to and from your Twitter account. The token will become active after you select the check box. 3. Select Save. Reauthenticate a token Expired tokens must be reauthenticated to continue data acquisition and interactions with posts. You can also check the health state of your tokens in your lists of social profiles. More information: Check the health state of your social profiles 1. Select the appropriate social profile and select Reauthenticate your token. 2. Enter the appropriate credentials. Delete tokens Please note that social profiles require at least one valid token to continue acquiring private messages. 1. Go to Settings > Social Profiles. 2. Select the appropriate social profile, and in the social profile panel select the Delete your token button next to the token you want to delete. 3. Select Save. Privacy notice Microsoft Social Engagement uses Microsoft Cognitive Services to detect the language of the content in private messages from Twitter and Facebook pages. To detect the language, only the title and content of private messages are sent to Microsoft Cognitive Services. The title and content of private messages are not stored in Microsoft Cognitive Services. Review the privacy statement for Microsoft Cognitive Services here:

146 See Also See Also Engage on social networks Set up searches to listen to social media conversations Manage social profiles

147 Check the health state of your social profiles 1/24/ min to read Edit Online Microsoft Social Engagement provides health state checks for tokens, social profiles, acquisitions, and interactions so you can make sure your accounts are always active. Checking health states is important so you don't miss out on any posts because of expired tokens. Social Engagement will notify you through and in the application when your critical acquisition tokens are about to expire. More information: Manage access tokens socialengagement@microsoft.com will send notifications for the following scenarios: Your token has been active for 30 days and will expire soon. Reauthenticate your token or add an additional token. Your token has been active for 45 days and will expire soon. Reauthenticate your token or add an additional token. Your acquisition health state has switched from green to yellow. Only one token is currently valid. Your acquisition health state has switched from yellow to red. No tokens are currently valid and all data will be lost if no tokens are authenticated. IMPORTANT While adding or reauthenticating a social profile for Facebook data acquisition, Social Engagement might encounter an error due to rate limits on our Facebook connector app. Please wait about 15 minutes before trying to add or reauthenticate your profile. Social profile ownership To claim ownership of an account, go to Settings > Social Profiles. More information: Manage social profiles Health State Symbol Action you can perform Valid No symbol displayed No action needed. Tokens are valid. Valid, but your token is not valid Re-authorize this account or delete it. The account isn t valid; if the user has a token, it also isn t valid No owner; invalid without any owner Re-authorize the social profile if you are the owner, or claim ownership or contact one of the owners if this profile is shared with you. Claim ownership if you want to use this account. To claim ownership of an account, go to Settings > Social Profiles. More information: Manage social profiles Acquisition symbols

148 The symbols below indicate whether your search acquisition or private message acquisition is valid. You can find these symbols under the Acquisitions column in your lists of owned profiles and profiles without owners. NOTE These symbols will be dimmed if acquisition is inactive. Symbol Condition Acquisition is allowed but no search rule has been set up. Acquisition is allowed and a search rule is in use. Acquisition of private messages has been allowed and a private message rule is in use. Acquisition token status overview Social Engagement displays symbols to let you know if social profile data acquisition and private messages are running. State Symbol Condition Running Allowed Expired At least one token is valid and used for acquisition. The social profile allows acquisition but no search rule has been added. The social profile token is expired. You need to re-authenticate your token. More information: Re-authenticate a token See Also Manage social profiles Manage access tokens

149 Keep track of live data streams with Social Center 12/15/ min to read Edit Online Social media runs at a fast pace. To keep up and collaborate efficiently, your personal streams come in handy. Manage your streams, share them with other users, and stay informed in real time on new and updated posts. New posts are posts that were recently picked up by a search topic and processed to appear in a solution. Fresh posts are posts whose metadata has been changed recently (for example, a label was added or a post received a reply). Streams use filters to define the data set and surface the most relevant posts. To see your streams, go to Social Center. Streams in Social Center are user-specific, meaning that every user sees only streams they own or that are shared with them. Depending on your interaction role, you can create, edit, share, or delete streams, or interact with posts from your streams. More information: Understand user roles, Drive business objectives using posts Streams show posts from the last 14 days. To review older posts that match a stream's filters, click Open earlier posts in Analytics at the bottom of the stream. This opens the same data set with an extended time frame in Analytics. Or you can change the time frame for the posts to display however you want. More information: Open a data set in other areas of Social Engagement NOTE If you have a Social Engagement Professional user license, you can have up to two streams in Social Center. Streams shared with you and streams you own both count toward that limit. More information: Integrate Social Engagement with Office 365 Configure a stream Create new streams to keep track of the posts that are most important to you. Each stream is based on a data set you define when you configure the stream. See in real time how new posts are coming in, and then work with these posts directly from your streams. For example, you can create a stream called Inbox that checks all search topics for posts that are assigned to you. In other words, an Assignee filter with the value of the currently signed-in user is applied to all search topics. Posts that match this filter show up in the stream. Configure a stream 1. Go to Social Center. 2. Scroll to the stream on the far right side, and then click the Add Stream button. 3. Provide a name for your stream. 4. You can also choose how you want the stream to handle posts that no longer match the defined data set: Click Automatically hide posts if you want to work with an up-to-date stream. When a post is

150 updated so it doesn't match the stream s data set anymore, it will disappear without any notification. Click Notify me when hiding posts if you want to get a heads up if a post no longer matches your data set and is about to be hidden from the stream. 5. Choose a color and adjust your sorting options. (Optional) 6. Select users from your organization you want to share this stream with under Sharing. (Optional) 7. In the Filters section, define the data set to show in this stream. More information: Use filters to see relevant data 8. Click the Save button. Share a stream Share streams you own to enable seamless collaboration within your organization s teams. Users or groups you share the stream with will always see the data the way you have 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. Share a stream you own 1. Go to Social Center. 2. Scroll to the stream you want to share. 3. In the stream header area, click More options, and then click settings. 4. Under Sharing, click the Add button. 5. In the Share dialog box, choose User or Group in the Type drop-down list. For more information about groups, see Work with Office 365 Groups in Social Engagement. 6. Select users or groups from your organization you want to share this stream with, and then click Add. 7. Click the Save button. IMPORTANT When you select Shared with all users, all users in your organization will see this stream on their Social Center page. Because there is no way to hide a stream, we recommend that you use this option with restraint. Edit a stream Update the configuration of a stream if you want to refine the data to be shown in the stream, or change its settings. Edit a stream you own 1. Go to Social Center. 2. Find the stream you want to edit. 3. In the stream header area, click More options, and then click settings. 4. Edit your stream according to your requirements. 5. Click the Save button.

151 IMPORTANT Editing the data set of a stream that you share with other users directly affects 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. Delete a stream You might want to delete a stream from Social Center, for example a stream that was useful for a certain event but you no longer need. If you delete a stream you share with other users, keep in mind that it will be deleted for them too. Before deleting the stream, make sure your co-workers are aware of your plans. Delete a stream you own 1. Go to Social Center. 2. Find the stream you want to delete. 3. In the stream header area, click More options, and then click settings. 4. Click the Delete button. 5. Confirm your deletion. Next Steps Assign posts to others, add labels, tag them, or edit sentiment values. More information: Work with posts Publish new posts or reply to posts directly from within the application. More information: Drive business objectives using posts See also Engage on social networks Get relevant data using filters Work with posts Drive business objectives using posts

152 Publish and react to posts 12/15/ min to read Edit Online Staying in touch with customers, prospects, and other stakeholders through social media channels is a key factor in business success. Take action on posts that you find with Microsoft Social Engagement. Share, like, or comment on Facebook posts, or retweet, like, or reply to Twitter posts to stay in touch with and engage with your audience. Start a conversation by writing new posts from within Social Engagement. Prerequisites Before you start to engage with your audience, make sure you meet the following prerequisites: 1. You have an Interaction user role of Responder or Manager, which allows you to publicly post on social networks from Social Engagement. 2. You own at least one social profile or have it shared with you for the social networks that you want to interact on. 3. Social data is already available in your Social Engagement solution. You can find it in the Posts area in Analytics, or through streams in the Social Center. TIP If you don t own any social profiles, Twitter posts provide the option to use Web Intents. You must sign in to Twitter to post with your profile. Engage on a post in Social Engagement Social Engagement lets you proactively engage on social media or react to social data that you gather. In no time, you can compose a post, 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 you appreciate a post they wrote Like Like as Facebook page Share a post with your audience Retweet Share Reply to a conversation Reply Comment Engage in private conversations Send direct message Send private message

153 TWITTER FACEBOOK Post a link to another post Post link Post link Start a new conversation Publish Publish NOTE If you apply several actions on posts in the same post list, the system queues all planned actions so that you can seamlessly proceed with your work. If a queued action fails, you ll get notified directly in the application. If you switch to a different area in Social Engagement while some actions are still in the queue, the application warns you before interrupting the actions. Posts that you send from Social Engagement are not picked up automatically by your search topics. Create a Twitter rule to track all tweets from a specific author (in this case your social profile), or a Facebook page rule to capture all posts from a specific Facebook page. Let users know you appreciate a post they wrote When you find a post in Social Engagement you appreciate, show it's author your support and like it. You can easily do this directly from within Social Engagement. Like a post 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select the post you want to interact with. 3. At the bottom of the post, click Like. NOTE On Facebook, you can only like posts with a Facebook page profile. 4. Select the check box for the social profile that you want to like this post with. 5. Click Confirm. Share a post with your audience Some posts you find may be relevant to your audience, too. To spread the word, retweet or share them with a few clicks directly from within Social Engagement. Retweet or share a post 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select the post you want to interact with. 3. At the bottom of the post, click Retweet or Share.

154 NOTE You can retweet posts only from public Twitter profiles. If a Twitter profile is protected, you might still be able to read its posts if you re a confirmed follower, but you won t be able to retweet. 4. Select the check box for the social profile that you want to share this post with. 5. Type your message in the text field. 6. Click Retweet or Share. Reply to a conversation Reply to questions, requests, and feedback on Twitter and on Facebook pages directly from within Social Engagement. Conversations on Twitter usually start with public posts. Especially with support requests, additional information is often required (for example a billing number, or a real name confirmation). This additional information usually isn t intended for the public and needs to be shared in a private way. Social Engagement lets you add a link to start a private conversation to any public reply on Twitter. This lets you turn any public conversation into a private one, without losing the context. Comment or reply to a post 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select the post you want to interact with. 3. At the bottom of the post, click Comment or Reply. 4. In the header of the text box, select the social profile that you want to post with. 5. Type your message in the text box. 6. Optionally, you can add a photo to the reply. Photos need to be in.png,.jpg, or.gif format. Maximum file sizes apply, depending on which social network you want to post to. 7. To publish the message on behalf of the selected social profile, click Comment or Reply. You'll see a star symbol added to the Comment/Reply symbol ( to this post from within Social Engagement. Add a link to send a private message from a public conversation on Twitter 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select the Twitter post that you want to interact with. 3. At the bottom of the post, click Reply. 4. In the header of the text field, select the social profile that you want to post with. 5. Type your message in the text field. ) if another user has already replied

155 6. Select the Add Send a private message link check box. A link to reply to this conversation in a private message is added to your reply. 7. To publish the message on behalf of the selected social profile, click Reply. To learn more about the how Twitter guides users from public to private conversations, see Twitter Help: Public to private conversation. Post a link to another post Share a link to a public post along with your own comments as a new post directly from within Social Engagement. Create a new post with a link to a post found in Social Engagement 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select the post you want to interact with. 3. At the bottom of the post, click the Post Link button. 4. Select the check box for the social profile that you want to send this post with. NOTE When you share to LinkedIn, you can choose between two visibility options: Either share the post with everyone on LinkedIn or only with your network. You can't share the URL of a Facebook comment on Facebook, and we'll hide the social profiles for Facebook when you try to post a link to a Facebook comment. 5. Optionally, type additional text in the text field. 6. Click Post. Publish a new post Start the conversation with your audience and publish new posts directly from within Social Engagement. You must have at least one owned or shared social profile to see the Publish button. Compose a new post in Social Center 1. Go to Social Center. 2. To show the compose form, click Publish. TIP If you want to publish the same content with a different social profile, in the Publish pane, click Include the content from the previous post. This prepares the same post for your convenience so you can easily edit it for your targeted audience. 3. Select the message type for this post. 4. Select the check box for the social profile that you want to send this post with. 5. In the text entry field, type the text for the post.

156 6. Optionally, you can add a photo to the post. Photos need to be in.png,.jpg, or.gif format. Maximum file sizes apply, depending on which social network you want to post to. More information: Add media to posts 7. To publish the post on the corresponding social network, click Send. Engage in private conversations Quickly respond to a private conversation through one of your social profiles directly from Social Engagement. You can allow the data acquisition of your private messages so that other users of your organization s solution can see the full context of the conversations. If 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 Send a direct message on Twitter from Social Engagement 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select a direct message that your search topics found. 3. At the bottom of the post, click Direct Message. IMPORTANT You can reply to a direct message only with the social profile that received the message. More information: About Direct Messages 4. Type your message in the text field. Microsoft Social Engagement limits direct messages to 10,000 characters. When you get close to the character limit, Social Engagement will show a counter so you can see if you need to revise your message to fit within the maximum character limit. 5. To post on behalf of the selected social profile, click Send Direct Message. Send a direct message on Facebook from Social Engagement 1. Go to Social Center. --OR-- When you're working in Analytics pages, click Posts. 2. Select a private message that your search topics found. 3. At the bottom of the post, click Private Message. NOTE When you reply to a private message, you can reply to a single recipient only with the social profile that received the private message. Group conversations aren t supported in private messages. 4. Type your message in the text entry field. Microsoft Social Engagement limits direct messages to 10,000 characters. When you get close to the character limit, Social Engagement will show a counter so you can optimize the length of your content. 5. Click Send Private Message to post on behalf of the selected social profile.

157 Add media to posts Social Engagement lets you add a single photo to posts while publishing from within the application. Supported file types: png jpg gif Depending on the social network that media is posted to, different limitations in file sizes apply. Read more about the maximum file size on Twitter. Read more about the maximum file size on Facebook. NOTE When you use a large file, it can take a long time to upload. Also, timeouts can happen when the upload takes too long due to limited bandwidth. If this happens, try resizing the image to reduce the file size, or try again with more bandwidth. See Also Engage on social networks Work with posts Manage social profiles

158 Get the Microsoft Social Engagement content pack for Power BI 12/15/ min to read Edit Online Engaging on social media by responding to posts is a core capability of Microsoft Social Engagement. With this Power BI content pack, you can now get insights on how your organization, and your teams are engaging with KPIs such as volume of interactions and average response times. This content pack is for organizations using Social Engagement and can only be accessed via Power BI. You can use this content pack with both the free and the pro versions of Power BI. Use this content pack as a starting point on Power BI to create your own reports and dashboards that best meet your needs. Getting Started Connect to Social Engagement from Power BI with the content pack for Microsoft Social Engagement. NOTE Administrator or Manager permissions and access to Social Engagement's solution ID are required to connect. For more information about the solution ID, see Troubleshooting. How to connect 1. Go to Power BI and select Get Data at the bottom of the left navigation pane. 2. In the Services box, select Get. 3. Search for Social Engagement, select the content pack from the results, and then click Get it now.

159 4. Provide the Solution ID (not the full URL) of the Social Engagement instance you want to connect to, choose the time frame you want to import and click Next. For more information how to find the Solution ID, see Troubleshooting. IMPORTANT Choose an appropriate time frame based on the interaction data volume in your Social Engagement solution to avoid potentially long loading times. We recommend keeping the total number of posts with actions imported into Power BI under 100, For Authentication method, select oauth2 and then click Sign in.

160 The first time you connect, Power BI may prompt you to allow read-only access to your account. Select Grant to begin the import process. The import process can take a few minutes depending on the volume of data in your solution and will gather data for social posts that users of Social Engagement interacted with. 6. After Power BI imports the data you will see a new dashboard, report, and dataset in the left navigation pane. New items are marked with a yellow asterisk *:

161 7. Select the Social Engagement Performance dashboard. It may take a while initially to show the data. Once your data is imported you can see the default dashboard that Power BI creates to display your data. You can modify this dashboard to display your data in any way you want.

162 What's next? Try asking a question in the Q & A box at the top of the dashboard. Change the tiles in the dashboard. Select a tile to open the underlying report. While your dataset will be scheduled to refreshed daily, you can change the refresh schedule or try refreshing it on demand using Refresh Now. See also: Get started with Power BI Get Data for Power BI What's included At the core of this content pack is the term 'Action'. We describe Action as a single, specific interaction with a given social post. For example, assigning a post to a user or retweeting a tweet, etc. Depending on the type of action, related information is shown. It s critical to understand that only actions taken in Social Engagement are part of this dataset. To get you started quickly, the content pack includes a dashboard based on three reports: Engagement Performance: Get insights on how your organization is engaging on social media with KPIs on actions and response times. Team Performance: Get insights on how teams and individuals in your organization are engaging on social media with KPIs on actions and response times. Engagement Analytics: Analyze your organization s engagement on social media with KPIs based on location, authors, tags and sentiment. Action types Contains the various types of actions that can be performed on social posts in Social Engagement. Internal: Actions that are directed at an internal audience.

163 Assign Link to Dynamics 365 Label External: Actions that are directed at an external (public) audience. Share Like Reply Private message NOTE This content pack contains only a subset of the available actions in Social Engagement. Actions The Actions table provides the core details about the individual actions taken on posts. Post ID: ID of the post the action was taken on. User ID: ID of the user who took the action. Action Value: Result or addressee of the action. For example: For Assign actions, this is the name of the user or user group. For Reply, this is the social profile used for the reply. Action Value Group: Adds an additional layer of information regarding the Action Value. For example: For Assign actions, this describes if the action value is a user or a group. For Reply actions, this is the corresponding source. Action Value ID: ID of the entity that was addressed by the action. Action Date: Time stamp for the action. First Response Time: Duration between Publication Date and Action Date. Action modes The Action Modes table contains information about the origin of actions. Manual: Actions that were taken manually, in the Social Engagement or Social Selling Assistant user interface. Auto: Actions that were taken by the system for example by processing automation rules, or by unassigning posts when a user is deleted in Social Engagement. The table below maps out the possible combination of values for Action Type Group, Action Type, Action Value and Action Value Group fields: ACTION TYPE GROUP ACTION TYPE ACTION VALUE ACTION VALUE GROUP Internal Assign User name or User Group name User or User Group Internal Label Label name Label

164 ACTION TYPE GROUP ACTION TYPE ACTION VALUE ACTION VALUE GROUP Internal Link to Dynamics 365 Instance name Instance type (Online or Onpremises) External Reply Social profile in Social Engagement that was used. External Like Social profile in Social Engagement that was used. External Share Social profile in Social Engagement that was used in: Source (Twitter, YouTube or Facebook) Source (Twitter, YouTube or Facebook ) Source (Twitter, Facebook, and LinkedIn) - Retweet on Twitter - Share As on Facebook - Post Link for Twitter, Facebook and LinkedIn External Private messages Social profile in Social Engagement that was used. Source (Twitter or Facebook) Authors Contains the authors of all posts in the data set. If available, it also contains the author location. More information: See the locations for the posts Dynamics 365 connections Contains the Dynamics 365 connections that posts were linked to using the Link to Dynamics 365 action and the instance type (online or on-premises). Labels Contains the labels that posts were labelled with using the Label action. Since users can change these values, it is a snapshot of the labels assigned to the posts at the time of the data refresh. Posts Contains the acquisition date, publication date, meta data such as sentiment, reach, and location of all the posts that have at least oneaction performed in the timeframe imported in the Power BI data set. Users The User table contains information about all users in the connected Social Engagement solution. Active users A subset of the Users table containing users and groups that have at least one action associated with them. Assignee A subset of the Users table containing users or groups that were assigned posts. Since users can change these values, it is a snapshot of the assignments at the time of the data refresh. Search topics Contains the name of all search topics in the Social Engagement solution. Search topic categories Contains the name of all search topic categories in the Social Engagement solution. Social profiles

165 Contains all social profiles in the Social Engagement solution. Solution Contains the information used for reference in the Reports pages along with the total number of posts in the selected import time frame. Only posts with an action associated are imported to Power BI. Sources Contains all available sources in the Social Engagement solution from which the data was imported. Tags Contains all available tags in the Social Engagement solution from which the data was imported. Since users can change these values, it is a snapshot of the tags assigned to the posts at the time of the data refresh. Troubleshooting If data is not showing up in Power BI, check to make sure that you are using the correct Solution ID and that you have the required permissions to view the data. If you are not already an admin in Social Engagement, please contact your administrator to make sure you have rights to view the collected data. The Solution ID of your Social Engagement solution can be found in the Solution URL. The Solution URL can be found in the browser s address bar after signing in to and opening Social Engagement from the app switcher. The Solution URL is also shown on alerts or other notifications you receive from Social Engagement. For example: 1 is the Solution ID in the Solution URL See Also Engage on social networks Publish and react to posts View posts and conversations in Social Engagement Work with posts

166 Work with posts 12/15/ min to read Edit Online 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. 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. Sentiment calculations can improve based on the users edits to sentiment values if the Administrator enabled adaptive learning. More information: Adaptive learning based on changes to organization s sentiment values 1. Click Posts on the right side of any Analytics page to see the posts list. --OR-- Go to the post in your stream. 2. Select the post you want to edit and expand the contents. 3. Click the smiley face to see the sentiment value selection. 4. Edit or confirm the sentiment value of the post. NOTE Editing or confirming a sentiment value will treat the post s sentiment value as manually-edited in the Data Coverage widget in Analytics > Sentiment. TIP You can confirm or edit the sentiment value of several posts at the same time when viewing them from a stream or in the post list in Analytics. To confirm or edit the sentiment value, select the check box on the left side of each post that you want to edit, and then click Edit 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. You can also filter by labels in Analytics to find posts with specific labels or exclude posts with specific labels. Administrators define the labels to choose from in Settings > Global Settings > Labels. More information: Manage global settings NOTE You must have at least a Responder interaction role to perform this task. 1. Click Posts on the right side of any Analytics page to see the posts list.

167 --OR-- Go to the post in your stream. 2. Select the posts for which you want to add or change a label. 3. Click Set Label, and then select the label from the list. TIP You can change the label of a post at any time by overriding the existing label. To remove a label from a post, click Set Label and then click Clear Label. Assign a post to other users in Analytics and Social Center 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. Additionally, you can assign posts to a group. You must have at least a Responder interaction role to perform this task. 1. Click Posts on the right side of any Analytics page to see the posts list. --OR-- Go to the post in your stream. 2. Select the post you want to assign or reassign. 3. Click Assign this post. 4. In the set assignee menu, select User or Group in the All user type drop-down list. 5. Start typing and select the user or a group from the list. TIP To see the posts assigned to a user or a group, apply an Assignee filter. More information: Get to know your filters For more information about groups, see Work with Office 365 Groups in Social Engagement. Add or remove tags Social engagement allows intention tags and custom tags to be added to posts. Intention tags are predefined tags that are automatically added once a post is acquired. Custom tags are different from intention tags because they are not predefined and need to be manually added. Custom tags can't be automatically added to posts unless they are promoted to auto tags. More information: Tag posts with intention tags and custom tags 1. Click Posts on the right side of any Analytics page to see the posts list. --OR-- 2. Go to Social Center to see your streams. 3. Click a post to see post details, and next to the custom tags symbol, click Add. Start typing to enter the tag that you want to add, and then click Confirm. 4. To remove tags, click remove next to the tag you want to remove. Delete posts

168 You may find posts in your data set that match 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. NOTE You can t undo this action, and Support can t restore deleted posts. Deleting a post also deletes associated data like notes, sentiment edits, user assignments, labels, or information about linked Dynamics 365 records assigned to a post. Please be aware that tweets which are deleted on Twitter will also be deleted in Microsoft Social Engagement to meet the expectation and intent of users. The information if a tweet was deleted on Twitter and in Microsoft Social Engagement will not be disclosed. You must have at least a Power Analyst Analytics role to perform this task. Delete posts in Analytics 1. Click Posts on the right side of any Analytics page to see the posts list. 2. Select the post you want to delete. 3. Click Remove, and then confirm your selection. Delete posts in streams 1. Go to Social Center. 2. Choose your stream and a post in it. 3. Click the post to expand the contents. 4. Click Remove and then confirm your selection. Link a post from Social Engagement to Dynamics 365 Microsoft Social Engagement allows users to create a link from a post in Social Engagement to an entity in a Dynamics 365 instance. When you link a post in Social Engagement to a Dynamics 365 instance, it creates a social activity. Your administrator can define rules to process this social activity in your Dynamics 365 instance. More information: Create a new Dynamics 365 record from a social post Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of customers and comprises 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. When establishing these connections, certain data, such as the search query used to retrieve the Social Content and your IP address, may be shared with those services. 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

169 Keep track of live data streams with Social Center

170 View posts and conversations in Social Engagement 1/25/ min to read Edit Online Microsoft Social Engagement provides two ways to access the list of posts that match a given data set. You can either work with the post list or with a stream, depending on your requirements and preferences. Access posts in Analytics and Social Center To show the post list, select Posts on the right side of any Analytics page or Activity map. Posts in the post list within Analytics don't get updated automatically. You need to refresh the page to see the latest updates. However, you'll get notified when another user changes a value of the same post that you're working on. For example, if another user already changed a sentiment value, your planned update might no longer be required. You can also go to Social Center to access your streams and 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. To quickly see new posts that match a predefined data set, set up a stream in 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 In the post list, you find the posts and the main actions to work with posts. More information: Engage on social networks, Work with posts Select Open on a post to see the single post pane showing the post's details, a full view of the contents with all available actions. You can also select the post content to bring up post details. The details of a post are displayed depending on the interactions from within Social Engagement. By default, posts show the single post pane, which focuses on displaying a post and its threads. The single post pane gives you access to all the content of a post and (if available) also the parent post. If there are direct interactions between an author and one of the social profiles in Social Engagement, you'll find the conversation view, which is optimized to show interactions between customers and your owned social profiles. The posts in a post list that open a conversation view include: Any private message. A Twitter reply, if that reply involves one of the social profiles in your tenant.

171 NOTE This can include all social profiles, not just the ones shared to the current user. More information: See the conversations with an author Any other post in the post list will open the single post pane with post details. For example, if a Twitter reply involves authors who aren't social profiles in your tenant, they appear in the single post pane. More information: See the publish history of a post in Social Engagement See threads of replies and retweets on Twitter When you view the details of a post, all Twitter replies reference the tweet the post refers to. Every Twitter reply has a parent post, which you can interact with depending on whether that tweet was acquired through your search topics. Social Engagement supports two types of threads for a tweet: replies and retweets. For Twitter replies, you see the thread of all replies acquired in Social Engagement that reply to the parent post. Replies to replies or entire conversations aren't covered in the threads. For retweets, you see the thread of all retweets of a parent tweet. See the engagement action history of a post in Social Engagement Communicate consistently and find out whether another user has already taken action on a post that you plan to interact with. When a user takes a publish action on a post in the Social Engagement application, this action is visible to other users as the publish history. The publish history contains the social profile along with the users who posted by using this social profile, and the time stamp, type, and published content of the action. This helps avoid unwanted duplications. For example, if somebody on your team has already replied to a question, your planned answer might no longer be necessary. To see the publish history on a post in Social Engagement, two prerequisites apply: The post you plan to interact with has been acquired by one of the search topics. Earlier interactions on this post were performed in Social Engagement. To see posts that have engagement action history, look for posts that have a number appended to the action button. If another user changes a value on a post you're working on, you'll be notified through 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 it. To build custom Power BI reports about how efficiently your team engages on social media, see Get the Power BI content pack for Microsoft Social Engagement. See the conversations with an author When you engage in a private conversation or reply on Twitter by using a social profile in Social Engagement, these posts allow you to see the full conversation.

172 1. Addressee of the conversation. In many cases, this is a customer requesting information or help. 2. Owned social profiles that participate in the conversation. Team members who used the social profile to interact with an author are listed below the profile. 3. Type of posts that are part of this conversation. 4. Time stamp of the interaction. To show you and your team all sent messages, the conversation view even shows you messages sent from Social Engagement that haven't yet been acquired. Example: Say you and your colleague currently respond to customer queries on social media. When you open a conversation with a customer and answer from within Social Engagement, your colleague sees the message you just sent regardless of how quickly Social Engagement acquires this post through configured searches. As soon as that post is acquired by one of your searches, you can access the details for the post. In the conversation view, you can't perform any action on an individual post such as assigning, labeling, or tagging it. To get access to those actions, you open the single post pane for the individual post and perform your action in the post details.

173 NOTE The amount of information depends on the number of posts you have loaded in the conversation view. To increase the number, scroll to the bottom of the view where you can load additional posts. Publish actions taken before mid-march 2017 are indicated with an appended star symbol. Parts of a post On the left side of a post, you'll find a symbol that indicates 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. Select the Expand button 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 list. 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. Copy internal URL ( ): Generates an internal link to this post in Social Engagement. Copy this URL to your clipboard and share it with other users of Social Engagement to point them to a specific post. Reach: This indicates the potential size of an author's network and connections on Twitter or the influence of a news source. 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 lets you see the post in the context of the site or social network it originated 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 might be the location of a Twitter user as it was entered in the user's Twitter profile. More information: See the locations for the posts Author details: The details about a user's Twitter profile. The author name, username, profile picture, location, website, and bio are provided if the author has been active in the last 30 days. More information: Get details on specific authors See also Keep track of live data streams with Social Center Engage on social networks Work with posts

174 Get details on specific authors 1/25/ min to read Edit Online Microsoft Social Engagement offers access to author details on Twitter profiles. Users can get quick insights into an author's profile on social media. Learn about their interests and topics, to keep track of people who impact your social feed. Access author details in Analytics and Social Center To see author details in posts, click Posts on the right side of any analytics page. Or go to Social Center to access your streams, and tap on the Twitter author profile picture in a post. To go back to your stream feed, click Back to. To see author details in the Authors widget, go to Analytics, and in the author widget, select the view author details button.. More information: Analyze social data using widgets NOTE On mobile devices, tap the author profile picture, or tap a post twice, and tap the author profile picture to view the author profile. Depending on your screen size, you will see additional information in the list. Author details The author name, user name, profile picture, location, website, and bio is displayed at the top of the panel if it is provided by the author. (The author must have been active in the last 30 days.) The following list includes the details that are provided.

175 1. Reach: The influencer score of the author. 2. Followers: For number of followers the author has (Twitter authors only). 3. Following: The number of Twitter accounts the author is following (Twitter authors only). 4. Tweets: The number of tweets on the author s Twitter account (Twitter authors only). 5. Relationships: Select Load Relationships to find connected social profiles between you and the author. You can also select Follow to start following the author, if you are not yet following them (Twitter authors only). IMPORTANT A social profile for Twitter needs to be configured in order for the relationship widget to load. A rate limit on how often you can check the relationships applies. For more details, see Twitter: API rate limits 6. Posts: Lists all of the author's posts. Select Load more to see older posts. NOTE Posts are an external service provided by Twitter. Privacy notice To enable Engagement and Analytics scenarios, in some cases Microsoft Social Engagement connects to the third-party services Twitter and Facebook for the retrieval of Social Content. When establishing these connections, certain data, such as your IP address, may be shared with those services.

176 See Also See Also Get connected to the social conversation using Microsoft Social Engagement Analyze social data using widgets

177 Work with tags 12/15/ min to read Edit Online Intention tags and custom tags are two ways Social Engagement allows you to prioritize and filter your posts. When authors publish posts on social media, they usually have a messaging purpose in mind. The larger the number of posts, the more work intensive and time consuming it gets to read through all of these posts and identify those relevant for your business for example, to find out if authors are asking a question that you want to answer, or if they are complaining about a service that you want to follow up on. In Social Engagement, once a post is acquired from a search topic, we take some of the workload off your desk. Acquired posts are analyzed by the machine-learning based algorithm to detect authors intentions or you can add your own custom tags and later promote them to auto tags. How intention analysis works Intention analysis is applied to posts when they are picked up by a search topic. Posts are scored against the algorithm and, if applicable, marked with the intentions identified. A post can have multiple intention tags, but more commonly there s just one. The following intention tags are used by Social Engagement. Intention tag Purchase Complaint Information request Support request What the author expresses Interest in buying a product or service Frustration about a product or service A need for additional information about a service or product A need for help and support in using a service or product NOTE Intention analysis is available for Social Engagement posts found on Twitter and Facebook in the English language. Intention tags are predefined in Microsoft Social Engagement. The machine learning service makes predictions on whether posts relate to one of the supported intention tags. We recommend that you remove or add intention tags from posts if they aren t accurate to improve machine learning. Add custom tags Social Engagement lets you add one or more custom tags to posts. You can then filter posts to match specific

178 custom tags. Custom tags are different from intention tags because they are not predefined tags and they are not automatically added once a post is acquired. NOTE Only Managers and Responders can create a new custom tag, but any user role can add or remove tags on posts. More information: Understand user roles 1. Select Posts on the right side of any Analytics page to see the posts list. --OR-- Go to Social Center to see your streams. 2. Select a post, and then next to the custom tags symbol, select Add. Start typing to enter the custom tag that you want to add, and then press Enter to select the tag or create a new one. 3. Select Confirm. NOTE The maximum amount of custom tags you can add per post is 20 tags. To add more tags, you must first remove other tags. Promote custom tags to auto tags Enable adaptive learning on your custom tags by adding them to your list of auto tags. Social Engagement applies adaptive learning on auto tags to predict tags for new incoming posts. The system learns from posts when the user makes edits and actions on tags. Auto tags use text analytics and Azure Machine Learning techniques to learn patterns from posts that are manually tagged by the user, tags that are added by the system and confirmed by the user, or tags that are added by the system and removed by the user. To improve your workflows and increase efficiency, you can leverage auto tagged posts in Social Engagement as alerts, streams, activity maps, and automation rules. NOTE Only Administrators can promote custom tags to auto tags. More information: Understand user roles Add a custom tag to your auto tags list 1. Go to Settings > Global Settings 2. In the Global Settings pane, select Auto Tags. 3. Under Auto Tags, select Add tag NOTE You can maintain up to five auto tags simultaneously. 4. In the Add Auto Tag pane, enter a tag to search and select existing custom tags to be turned into auto tags. If you don't have any custom tags created yet, refer to the Add custom tags section. 5. Select Save to apply your changes. 6. In your list of custom tags, select the tag, and then in the Tag Details pane, set Auto tagging to On.

179 --OR-- In your list of custom tags, set Auto tagging to On next to the custom tag title. NOTE It may take up to six hours for posts to start being automatically tagged. Remove auto tags 1. Go to Settings > Global Settings. 2. In the Global Settings pane, select Auto Tags. 3. In the Auto Tags panel, select Remove, and then select Confirm. Removed tags will remain visible on previous posts, but auto scoring will stop for incoming posts. Improve accuracy of sytem-rated tags To further improve the underlying machine learning model for auto tags and intention tags, you can confirm and remove system-rated. Removing a system-rated tag from a post lets the model know that it was added wrongly while confirming a tag indicates the model was adding it correctly. Remove a system-rated tag 1. Select an auto tag or intention tag in the Post Tags and Intentions filter to create a data set that contains the tagged posts you want to review. 2. Select a post. 3. Next to the tags symbol, select Remove this tag. The system-rated tag gets removed from the post and the machine learning model will take this removal into account for future assignement of system-rated tags. Confirm a system-rated tag 1. Select an auto tag or intention tag in the Post Tags and Intentions filter to create a data set that contains the tagged posts you want to review. 2. Select a post. 3. Next to the tags symbol, select Confirm this auto tag. A stars symbol indicates that this system-rated tag was manually confirmed and the machine learning model will take this confirmation into account for future assignement of system-rated tags. Review the quality of a tagging model You can check the quality of your auto tags at any time to ensure a high quality model. It's important to understand that quality varies over time and you should turn auto tagging on only after your quality is acceptable. To achieve acceptable quality, Social Engagement recommends that you have at least 50 posts

180 tagged first. To check the quality of your auto tags, select the tag name in the list. In the Tag Details pane, you can see the quality, quality history, and tagged posts history of that auto tag. Quality: The quality indicates whether the score of your selected tags exceeds or doesn't meet the minimum quality requirements. Quality History: The quality history chart shows the quality of the auto tag from the past 30 days. Tagged posts history: The Tagged posts history chart shows how many posts have been automatically tagged and how many have been manually edited since turning auto tagging on. Manage your tags Delete tags 1. Go to Settings > Global Settings. 2. In the Global Settings pane, select Custom Tags. 3. In the Custom Tags pane, next to the tag name, select Delete, and then select Confirm. Rename tags 1. Go to Settings > Global Settings. 2. In the Global Settings pane, select Custom Tags. 3. In the Custom Tags pane, select Edit next to the tag name, and then start typing in the edit box. 4. Select Confirm Find posts with tags To quickly find posts with tags use the Post Tags and Intentions filter to configure a data set. See Also Manage global settings Work with posts

181 Manage author tags 1/25/ min to read Edit Online Author tags let you add tags to authors to group and classify them. For example, you can tag influencers, competitors, or fans. When authors are tagged, you can quickly find them using filters and you can get a heads-up when new posts from these authors are found by setting up alerts. Every user can add or remove author tags when working with an author's details. You need to have an interaction role of Responder or Manager to create new author tags. TIP To review all authors that have a certain tag added, go to Social Engagement > Analytics > Overview and apply an Author Tags filter. You ll find the 100 most active authors with this tag in the Authors widget when you expand it to the full view. Add or create author tags

182 Tag authors for quicker filtering options and to classify groups of authors. 1. In Social Engagement, open the Author Details for the author you want to tag. 2. Next to Author Tags, select Add author tags. 3. Enter the name of the tag you want to add. If it s already available, you can select it from the list. 4. Select Confirm to apply the author tag. Remove author tags If a tag is no longer accurate, you can remove it from the author. 1. In Social Engagement, open the Author Details for the author you want to remove tags from. 2. Next to the tag you want to remove, select Remove this tag. 3. Select Confirm to remove the tag. Change author tags To edit the author tags that were assigned to an author, you can either add more author tags (up to 20 per author), or remove those which don t match anymore. Export author tags data If you want to extract the author tags that were added to a specific author, you can copy the labels of the tags and paste it into a document. See also User roles and permissions Work with tags Use filters

183 Manage connections in Social Engagement 12/15/ min to read Edit Online Microsoft Social Engagement lets admins connect to and share social data with other applications. To work with social data in other applications, you can connect them on the Connections page in the Social Engagement Settings area. The type of connection you create depends on the application you want to connect to. Connect to Azure Event Hubs and stream posts that match a data set as events from Social Engagement to an event hub. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs Connect to Dynamics 365 to create new Dynamics 365 records from posts found in Social Engagement. More information: Link posts from Social Engagement to Dynamics 365 Manage a list of domains that allow applications to connect with and request data from your Social Engagement solution. More information: Connect Social Engagement to other domains To display Social Engagement widgets in Dynamics 365, you need to connect Dynamics 365 to Social Engagement. For Dynamics 365 to be able to connect to Social Engagement, its domain must be allowed in Social Engagement. More information: Integrate Microsoft Social Engagement with Dynamics 365 If you want to import Social Engagement data to Dynamics 365 for Customer Insights, you can add Social Engagement as a data source. More information: Add Microsoft Social Engagement as a data source See also Administer Microsoft Social Engagement

184 Integrate Microsoft Social Engagement with Dynamics /15/ min to read Edit Online For social Dynamics 365 scenarios, you can integrate Microsoft Social Engagement with the Dynamics product family. Integrating Social Insights from Social Engagement with Dynamics 365 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 people said. By consolidating the details from Dynamics 365 or Dynamics Marketing, you can find out what you re doing right, and address potential issues before bigger problems arise. When you look for detailed analysis of your data, usually, you work directly in Social Engagement. Connect with Microsoft Dynamics 365 (online) Review the buzz or the sentiment for your searches directly in Dynamics 365 (online) by connecting your Dynamics 365 (online) instance with a Social Engagement solution. NOTE You need to have a System Administrator security role or equivalent permissions in Dynamics 365 (online). As an administrator, you configure the connection to Social Engagement and add the Social Insights controls to the entity forms and system dashboards. After you have connected Dynamics 365 (online) to Social Engagement, you can use the Social Insights controls on Dynamics 365 forms and dashboard editors to specify the social data that you want to see and in the form in which you want this data presented. More information: TechNet: Connect to Microsoft Social Engagement Set up search topics from within Dynamics 365 NOTE 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 Dynamics 365. To have the full set of options for creating a search topic available, it s a good idea to work directly in Social Engagement. More information: CRM Help & Training: Set up your own searches for Social Engagement, Marketing Help & Training: Maintain your Social Engagement search terms Add Social Engagement visuals to Dynamics 365 Dynamics 365 (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.

185 More information: CRM Help & Training: Add Social Engagement visuals to a dashboard or account Download the ebook: Microsoft Social Engagement for CRM 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: Marketing Help & Training: Connect to Microsoft Social Engagement Troubleshoot sign-in problems Having trouble signing in to Social Engagement or another Dynamics 365 (online) service? Read CRM Help & Training: Troubleshoot sign-in problems for available resolutions. See Also Get started with Social Engagement Administer Microsoft Social Engagement Assign permissions and user roles ebook: Microsoft Social Engagement for CRM

186 Stream data from Social Engagement to Microsoft Azure Event Hubs 12/15/ min to read Edit Online Start building out your custom metrics or analysis based on the posts found by Microsoft Social Engagement. Using Microsoft Azure Event Hubs a highly scalable publish-subscribe event ingestor that can intake millions of events per second you can transform and store social data for further processing. Specify an automation rule in Social Engagement and stream all posts that match a data set as events to a connected event hub. Once you have the data ingested into the event hub, you can access the data from any application that you connected to your event hub. In Social Engagement, go to Settings > Connections to connect your Social Engagement solution to Azure Event Hubs. Prerequisites to stream posts to Azure Event Hubs To stream posts to Azure Event Hubs, the following prerequisites must be met: You have access to an existing event hub, and you also have its connection string with Send rights. For more information about how to create an Azure Event Hubs and how to get the connection string, see Microsoft Azure: Get started with Event Hubs. You have a Social Engagement Enterprise license assigned to your Office 365 user account. Although Administrators with Professional licenses can configure the connection to an event hub, you ll need an Enterprise license to create automation rules that stream data to a connected event hub. More information: Integrate Social Engagement with Office 365 You have an Administrator role in Social Engagement. More information: Understand user roles Connect Social Engagement to Azure Event Hubs Social Engagement allows you to connect to multiple event hubs. Before you can start to stream posts to Azure Event Hubs, you need to enable the connection and acknowledge that you agree data can be sent to a third-party application. More information: Privacy Notice Connect to Azure Event Hubs 1. In Social Engagement, go to Settings > Connections. 2. In the Connections pane, select Microsoft Azure Event Hubs from the list. 3. When adding your first Azure Event Hubs connection, you will be shown a disclaimer. Read the disclaimer carefully, and then click Continue to proceed setting up the connection. More information: Privacy Notice 4. In the Connect to Azure Event Hubs pane, enter an Event hub name and the Connection string for the event hub you want to connect. Please make sure the connection string contains the namespace name ;EntityPath={eventhubname} when you paste it to Social Engagement. For more information about where to find the connection string, see Microsoft Azure: Create an Event Hubs namespace and an event hub using the Azure portal. 5. Click Save.

187 TIP For an end-to-end example, see Work with events from Social Engagement in Azure Event Hubs. Social Engagement as a data source in Customer Insights Dynamics 365 for Customer Insights includes a connector to add Social Engagement as a data source. This connector creates and manages the connection between Social Engagement and Azure Event Hubs. For more information about the connector, see Add Microsoft Social Engagement as a data source Disable or re-enable a connection to Azure Event Hubs Disable a connection if you want to pause the stream of posts to the connected event hubs. Re-enable the connection to start the stream again. Posts that were acquired while the connection to an event hub was disabled will not be processed retroactively. IMPORTANT Before you disable a connection, make sure no active automation rule is configured to stream posts to an event hub. We ll inform you with an error message if you try to disable a connection that is used in active automation rules. More information: Route posts using automation rules Disable a connection 1. In Social Engagement, go to Settings > Connections. 2. In the Connections pane, select Microsoft Azure Event Hubs from the list. 3. Select the connection you want to disable and set Enable connection to Off. 4. Click Save. Re-enable a disabled connection 1. In Social Engagement, go to Settings > Connections. 2. In the Connections pane, select Microsoft Azure Event Hubs from the list. 3. Select the connection you want to re-enable and set Enable connection to On. 4. Click Save. Choose the data to stream to event hubs using automation rules Once you established the connection to Azure Event Hubs, you need to select which data is passed on to your event hub. To do this, go to Settings > Automation Rules, and then create a new automation rule. Select the search topics and filters you want to apply to your data set. Then, select the Stream to Event Hubs check box. In the Azure Event Hubs drop-down list, select the event hub to stream social posts to. For detailed information and procedures about how to set up automation rules, see Route posts using automation rules.

188 TIP If you find a data set that you want to use in an automation rule while working with the application, click the More options with the current filters button. This populates the filters of the automation rule with the currently-active filters for you. For more information about the areas of Social Engagement that provide this feature, see Explore more options with your data set. When Social Engagement sends a social post as an event to an Azure Event Hubs, a JSON payload is sent to the connected event hub. Along with the default properties of the post, you can define custom key-value pairs to add when you set up the automation rule for a given data set. These additional properties will show in the metadata section of the JSON payload. More information: JSON reference for events from Social Engagement To work with the events that Social Engagement streams to an event hub, you have several options to define the processing and use the data. For an example about how to create a Power BI dashboard by using Azure Stream Analytics queries, see Work with events from Social Engagement in Azure Event Hubs, Step 4: Create an Azure Stream Analytics job. Privacy notice By enabling Social Engagement to connect to Azure Event Hubs, you will allow social data to be streamed to event hubs using automation rules. Azure Event Hubs stores the social data streamed from Social Engagement for a pre-configured period of time and any application that can listen to the event hub will be able to access, store and/or process this data. Note that the social data sent from Social Engagement includes information regarding the social post (author and text) as well as enriched information such as Language, Location, Sentiment, Tags, etc. For complete information on the content of a social post sent to event hubs, please see the JSON schema definition. See Also Manage connections in Social Engagement Work with events from Social Engagement in Azure Event Hubs Administer Microsoft Social Engagement JSON reference for events from Social Engagement

189 Work with events from Social Engagement in Azure Event Hubs 12/15/ min to read Edit Online Microsoft Social Engagement lets you stream posts to Azure Event Hubs and empowers you with data, so unleash your creativity! The options that Azure Event Hubs offer are huge. Benefit from a simple data format and highly performant cloud services to work with your data with endless possibilities. Build your own apps, connect your data with other data sources, and step into big data analysis. To get you started, we ve provided some inspiration to build a real-time Power BI Dashboard where we ll stream posts from Microsoft Social Engagement to Azure Event Hubs. By using the power of Azure Stream Analytics we can consolidate the information and push it to Power BI to analyze our data in real time. Azure Stream Analytics provides the capabilities to combine the data from a variety of sources, where Azure Event Hubs is one of them. It can send the data to another event hub, a SQL database, or to Power BI. Power BI lets you build your own business intelligence based on the data sources you are connected to. All connections listed in the scenario below are supported by default with the services. No need to customize get started right away! For the following scenario, we assume that you have access to Power BI and an Azure subscription (including Azure Service Bus, Azure Event Hubs, and Azure Stream Analytics), and have admin permissions to work through the steps. If you want to know more about the functionality of these services, please refer to the following links: Service Bus documentation Event Hubs documentation Stream Analytics documentation Get started with Power BI Analyze social posts in real time with Power BI Learn more about the power and flexibility of the integration with Azure Event Hubs, connecting Microsoft services across the board. In this lightweight example, we ll connect a data set of social posts to Power BI to perform realtime analysis. Make sure that you have access to the required services with the right privileges (usually admin permissions). STEP DESCRIPTION STEP Create the event hub you will stream data to. Step 1: Create an event hub You can skip this step if you already have an event hub to work with. Establish the connection between Microsoft Social Engagement and Azure Event Hubs. Define the data set that gets streamed as events to Azure Event Hubs. Step 2: Connect Social Engagement to the event hub Step 3: Create an automation rule to select the posts that get streamed to the event hub

190 STEP DESCRIPTION STEP Create an Azure Stream Analytics job and write the query to further process your data. Step 4: Create an Azure Stream Analytics job Send the data to a Power BI dashboard. Step 5: Create a dashboard in Power BI Step 1: Create an event hub 1. Create a new namespace in Service Bus. Select Type: Messaging, and then choose the other values to your preference. You can also use an existing Service Bus namespace. 2. Create a new event hub in the namespace. 3. To get the connection string, click Connection Information in the Event Hub view in Azure Portal. If it s a new setup, you need to configure the Shared Access Signature (SAS) Policies first. a. Create a new SAS policy under shared access policies. Give it a name, add a rule named SendRule with Send rights, and then click Save. b. Copy the Connection String for SendRule; we ll need it again in the next step. Step 2: Connect Social Engagement to the event hub Now that the event hub is ready to receive data, you need to connect Social Engagement to your event hub using the Connection String provided for your event hub in the Azure Portal. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs

191 Step 3: Create an automation rule to select the posts that get streamed to the event hub In Social Engagement, create an automation rule that streams events to your event hub. Make sure the filters are defined according to your requirements so you get the posts that you are looking for. More information: Route posts using automation rules, Get relevant data using filters 1. In Social Engagement, go to Settings > Automation Rules, and then create an automation rule that streams events to your event hub. 2. In Azure Portal, check the dashboard of the event hub and verify that the events from Social Engagement appear. Depending on the selected data set, it may take a while for new posts to get published on social media and pushed to the event hub. Step 4: Create an Azure Stream Analytics job Let's go ahead and connect the event hub and Azure Stream Analytics. 1. In the Azure Portal, create a new Azure Stream Analytics job. 2. Name the job, and then choose the Region and the Regional Monitoring Storage Account. 3. Go to Stream Analytics Job details and define the input source as Data Stream > Event Hub. Provide an alias for your input and choose the namespace created in Step 1. For Event Hub Policy name, select RootManagedSharedAccessKey. Make a note of your input alias; you ll need it later.

192 4. Keep the Serialization settings to JSON and UTF8. 5. Add an output sink for Stream Analytics. For our scenario, select Power BI. Provide an alias for your output and make a note of it; we ll need it later. When you select Power BI, you need to authorize your account, or create a new subscription. TIP Sign in to the Office 365 portal and open Power BI first to establish a fresh session with Power BI before you choose it as the output sink. 6. Now for the tricky part: We need to tell the Stream Analytics job what data it should look for and what it should pass on to Power BI. This is done with a SQL statement, which selects the events that match certain conditions (the selectors). The resulting data gets pushed to the connected service (in this case Power BI), to store the events generated by Stream Analytics. Refer to our examples below or develop your own Stream Analytics SQL statement to query the data on the event hub and aggregate the data set you want to push to the output sink. More information: MSDN: Stream Analytics Query Language Reference TIP Windows Dev Center hosts the Service Bus Explorer a tool to manage Azure Service Bus components. More information: Service Bus Explorer Download Connect with Service Bus Explorer to your Azure Service Bus namespace. In the Azure Portal, go to Service Bus > [namespace] > Connection Information. Copy the connection string from your SAS key for RootManagedSharedAccessKey to connect to your namespace. In Service Bus Explorer, expand the event hub you connected to Social Engagement. Right-click the $Default consumer group, and then click Create Consumer Group Listener. Start the listener, and then review the JSON payload in the Event Text field of the Events tab. More information: JSON reference for events from Social Engagement a. Example 1: In this simple Hello World example, we count all new posts over time and push them every 30 seconds to the output sink. SELECT count (*) AS count, System.TimeStamp AS Time INTO [your-output-sink-alias] FROM [your-stream-input-alias] GROUP BY TumblingWindow(second,30) b. Example 2: In this example, we select unique publishers and their country/region information. The results will get pushed to the output sink every 30 seconds.

193 WITH current_window AS ( SELECT post.profile.profilelocation.admindistrict, post.profile.profilelocation.countryregion, count (*) AS count FROM [your-stream-input-alias] GROUP BY post.profile.profilelocation.admindistrict, post.profile.profilelocation.countryregion, TumblingWindow (second,30) ) SELECT *, System.Timestamp AS Time INTO [your-output-sink-alias] FROM current_window Step 5: Create a dashboard in Power BI Let s close the loop. Since our goal is to create a real-time dashboard in Power BI, we need to make sure it receives data from Stream Analytics. When we defined the output sink, we authorized Power BI with the Stream Analytics job. A data set in Power BI was already created. Go to Power BI and select the data set you defined in step 4.5. The name of the data set matches the name of your Stream Analytics output sink. In Power BI, create a new visualization. 1. For the example 1, in step 4, it s a line chart. Values: count Axis: time 2. For the example 2, in step 4, we can select a map to visualize the data. Location: countryregion or admindisctrict Values: count There are almost unlimited options to combine data from Social Engagement with data from other applications or the Internet. The following picture shows you a Power BI dashboard that correlates weather data with the different types of intentions from Social Engagement's machine-learning based intention analysis.

194 Privacy notice By enabling Social Engagement to connect to Azure Event Hubs, you will allow social data to be streamed to event hubs using automation rules. Azure Event Hubs stores the social data streamed from Social Engagement for a preconfigured period of time and any application that can listen to the event hub will be able to access, store and/or process this data. Note that the social data sent from Social Engagement includes information regarding the social post (author and text) as well as enriched information such as Language, Location, Sentiment, Tags, etc. For complete information on the content of a social post sent to event hubs, please see the JSON schema definition. See Also Stream data from Social Engagement to Microsoft Azure Event Hubs JSON reference for events from Social Engagement Manage connections in Social Engagement Administer Microsoft Social Engagement

195 JSON reference for events from Social Engagement 1/24/ min to read Edit Online This topic applies to version 2.1 of the JSON payload for social posts streamed to Azure Event Hubs from Microsoft Social Engagement. Latest version of the payload: Version 2.1 NOTE New objects and properties can get added to the payload without increasing the version number. For more information about getting a connection between Social Engagement and Azure Event Hubs up and running, see Stream data from Social Engagement to Microsoft Azure Event Hubs. Overview When Social Engagement streams events to Azure Event Hubs, a JSON payload is generated. A single social post in Social Engagement is a single event in the event hub. The JSON payload contains information about a single social post that matches the defined filters and action on the automation rules that generated the payload. Additional properties that you define in your automation rules are part of the metadata object. The main content is part of the post object. metadata object elements Use this table to get a quick link to metadata object properties. JSON ELEMENT DESCRIPTION Metadata JSON payload objects metadata.matchedrules metadata.matchedrules.id metadata.matchedrules.name metadata.properties metadata.properties.key metadata.properties.value metadata.properties.matchedrule JSON object describing the metadata for the payload sent to Azure Event Hubs. Array of automation rules that matched this post. ID of the automation rule that triggered the creation of this JSON payload. Name of the automation rule that triggered the creation of this JSON payload. Array of key-value pairs defined in the additional properties of the "Stream to Event Hubs" action in an automation rule. Key of a key-value pair provided in additional properties of an automation rule. Value of a key-value pair provided in additional properties of an automation rule. ID of the automation rule that contains the additional properties

196 Back to top metadata sample payload { "metadata": { "matchedrules": [ { "id": 12345, "name": "Support Requests" }, { "id": 54321, "name": "Company News" } ], "properties": [ { "key": "customkey_1", "value": "Some custom value.", "matchedrule": }, { "key": "customkey_2", "value": "Some other custom value.", "matchedrule": } ] } Back to top post object elements Use this table to get a quick link to post object properties. JSON ELEMENT post.id post.contenttype post.posttype post.uri post.title post.acquisitiondate post.modificationdate post.publicationdate post.profile DESCRIPTION The unique post ID in the Social Engagement solution database. The type of content in a post. The type of the post in its conversational context. The post's URI a backlink to the post's original URI. The title as delivered from a post's meta information. Timestamp when the post was acquired in Social Engagement (in ISO 8601 format). Timestamp when the post was last updated in Social Engagement (in ISO 8601 format). Timestamp when the post was published on the source (in ISO 8601 format). JSON object describing the social profile of the post's author.

197 JSON ELEMENT post.source post.content post.language post.abstracttext post.score post.referencedpost post.sentiment post.tags post.externalid post.postlocation post.fullcontentlength post.origin post.matchingsearchtopics post.externalcategories post.contributors post.media post.externaltopics post.contributorsummary DESCRIPTION JSON object describing on which source a post was found. JSON object describing the content of a post. JSON object describing the language of a post. Short excerpt of the post. JSON object describing the source specific score of the post or score of the author at the time the post was published. Information about the post that this post is a reply to, or a share of. JSON object describing the sentiment of a post. Array of JSON objects representing tags on a post that were added through Social Engagement. ID of the post on the source. JSON object describing the location on which a post was published. Length in characters of a post's text content. JSON object describing the origin of a content. For example: Facebook page on which the post was published. Array of JSON objects describing the list of search topics a post matches. Array of categories as delivered by the data provider. Array of names of those who contributed to the post as provided by the data provider. Array of JSON objects describing the media in a post. Array of topics in this post as defined by the data provider. Short description about the contributor for this post as delivered by external providers. Back to top post sample payload Sa m p l e T w i t t e r r e p l y This is a sample post payload for a Twitter reply acquired through Social Engagement. We've made up some values to anonymize the sample. "post": { "id": " ", "contenttype": "POST",

198 "contenttype": "POST", "posttype": "reply", "uri": " "publicationdate": " T12:34: ", "acquisitiondate": " T12:34: ", "modificationdate": " T12:34: ", "profile": { "name": "Display "id": "mse-tw://# ", "uri": "mse-tw://# ", "profileicon": " "externalhandle": "chosenusername", "displayname": "Display Name", "externalid": " " }, "source": { "name": "Microblogs", "id": "18", "param": "Twitter" }, "content": { "text": "Main text content of the tweet." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Main text content of the tweet.", "score": { "normalscore": 3, "providerscore": 29.0, "provider": "KLOUT" }, "referencedpost": { "profile": { "displayname": "Referenced Display Name", "id": " " }, "externalid": " ", }, "sentiment": { "polarity": "negative", "value": }, "tags": [ { "probability": , "type": "system", "tag": { "name": "Information request", "id": "2473", "parentid": "2470" } } ], "externalid": "12345ab54321", "fullcontentlength": 137, "matchingsearchtopics": [ { "id": " ", "name": "Contoso search topic", "parentid": " " } ], } } Back to top

199 Sa m p l e T w i t t e r r e t w e e t This is a sample post payload for a Twitter retweet acquired through Social Engagement. We've made up some values to anonymize the sample. "post": { "id": " ", "contenttype": "POST", "posttype": "share", "uri": " "publicationdate": " T12:34:56-07:00", "acquisitiondate": " T12:34:56-07:00", "modificationdate": " T12:34:56-07:00", "profile": { "name": "Display "id": "mse-tw://# ", "uri": "mse-tw://# ", "profileicon": " "externalhandle": "chosenusername", "displayname": "Display Name", "externalid": " " }, "source": { "name": "Microblogs", "id": "18", "param": "Twitter" }, "content": { "text": "Main text of the tweet." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Main text of the tweet.", "score": { "normalscore": 4, "providerscore": 46.0, "provider": "KLOUT" }, "referencedpost": { "profile": { "name": "Display Name of retweeted "profileicon": " "externalhandle": "anotherchosenusername", "displayname": "Display Name of retweeted profile" }, "externalid": " " }, "sentiment": { "polarity": "negative", "value": }, "tags": [ { "probability": , "type": "system", "tag": { "name": "Information request", "id": "2473", "parentid": "2470" } } ], "externalid": "12345ab54321", "fullcontentlength": 139, "matchingsearchtopics": [ { "name": "Contoso search topic",

200 "name": "Contoso search topic", "id": "12345", "parentid": "54321" } ] } } Back to top Sam ple Fac ebook r eply This is a sample post payload for a Facebook reply acquired through Social Engagement. We've made up some values to anonymize the sample. "post": { "id": " ", "contenttype": "POST", "posttype": "reply", "uri": " "publicationdate": " T12:34:56-07:00", "acquisitiondate": " T12:34:56-07:00", "modificationdate": " T12:34:56-07:00", "profile": { "name": "Name of the profile", "id": "mse-fb://# ", "uri": "mse-fb://# ", "profileicon": " "externalid": " " }, "source": { "name": "Facebook Posts", "id": "16", "param": "Facebook" }, "content": { "text": "Text as provided for the reply. This is usually a text that contains several sentences. This example highlights the difference between post.content and post.abstracttext." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Text as provided for the reply. This is usually a", "referencedpost": { "externalid": " " }, "sentiment": { "polarity": "neutral", "value": }, "externalid": " ", "fullcontentlength": 227, "origin": { "id": "12345", "externalid": " " }, "matchingsearchtopics": [ { "name": "Contoso search topic", "id": "12345", "parentid": "54321" } ] } }

201 Back to top Sam ple video post This is a sample post payload for a video post acquired through Social Engagement. We've made up some values to anonymize the sample. "post": { "id": " ", "contenttype": "VIDEO", "posttype": "post", "uri": " "title": "Title of the video", "publicationdate": " T12:34:56-07:00", "acquisitiondate": " T12:34:56-07:00", "modificationdate": " T12:34:56-07:00", "profile": { "name": "Name of the profile", "id": "mse-vd://#uufserfszzt-sder", "uri": "mse-vd://#uufserfszzt-sder", "externalid": "98765abc4321" }, "source": { "name": "Youtube Videos", "id": "19", "param": "YoutubeVideos" }, "content": { "text": "Text description as provided for the video. This is usually a text that contains several sentences. This example highlights the difference between post.content and post.abstracttext." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Text description as provided for the video. This is usually a", "embeddedmedia": " "media": [ { "type": "VIDEO", "embedurl": " } ], "sentiment": { "polarity": "neutral", "value": }, "fullcontentlength": 358, "matchingsearchtopics": [ { "name": "Contoso search topic", "id": "12345", "parentid": "54321" } ] } } Back to top Sam ple blog post This is a sample post payload for a blog post acquired through Social Engagement. We've made up some values to anonymize the sample.

202 "post": { "id": " ", "contenttype": "POST", "posttype": "post", "uri": " "title": "Heading of this blog", "acquisitiondate": " T12:34: ", "modificationdate": " T12:34: ", "publicationdate": " T12:34: ", "profile": { "name": "Name of the profile", "id": "mse-bl://contoso-blog.tumblr.com# ", "uri": "mse-bl://contoso-blog.tumblr.com# ", "externalid": " " }, "source": { "name": "Blogs", "id": "14", "param": "Blogs" }, "content": { "text": "Main text content of the blog post. This is usually a text that contains several sentences. This example highlights the difference between post.content.text and post.abstracttext." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Main text content of the blog post. This is usually a text that", "sentiment": { "polarity": "positive", "value": }, "externalid":" abcd ", "fullcontentlength": 119, "matchingsearchtopics": [ { "id": " ", "name": "Contoso search topic", "parentid": " " } ] } } Back to top Sa m p l e fo r u m p o st This is a sample post payload for a forum post acquired through Social Engagement. We've made up some values to anonymize the sample.

203 "post": { "id": " ", "contenttype": "POST", "posttype": "reply", "uri": " "publicationdate": " T12:34: ", "acquisitiondate": " T12:34: ", "modificationdate": " T12:34: ", "profile": { "name": "Name of the profile", "id": "mse-bd://forumdomain.tld#someuser", "uri": "mse-bd://forumdomain.tld#someuser", "displayname": "Name of the profile", "externalhandle": "Name of the profile", "externalid": " " }, "source": { "name": "Board", "id": "15", "param": "Board" }, "content": { "text": "Main text content of the forum post." }, "language": { "name": "English", "code": "en" }, "abstracttext": "Abstract text of the forum post.", "referencedpost": { "externalid":" abcd ", }, "sentiment": { "polarity": "positive", "value": }, "externalid":" abcd ", "fullcontentlength": 398, "origin": { "externalid":"123ab321", "name":"title of the forum", }, "matchingsearchtopics": [ { "id": " ", "name": "Contoso search topic", "parentid": " " } ], } } Back to top Metadata JSON payload objects Read up on the fields currently supported in the metadata JSON payload. metadata.matchedrules Array describing the automation rules that match this post. Property Value Type: object Parent: metadata

204 Sample: metadata sample payload Back to top metadata.matchedrules.id ID of the automation rule that triggered the creation of this JSON payload. Property Value Type: number (integer) Parent: metadata.matchedrules Sample: metadata sample payload metadata.matchedrules.name Name of the automation rule that triggered the creation of this JSON payload. Property Value Type: string Parent: metadata.matchedrules Sample: metadata sample payload metadata.properties Array of key-value pairs defined in the additional properties of the "Stream to Event Hubs" action in an automation rule. Property Value Type: object Parent: metadata Sample: metadata sample payload Back to top metadata.properties.key Key of a key-value pair provided in additional properties of an automation rule. Property Value Type: number (integer) Parent: metadata.properties Sample: metadata sample payload metadata.properties.value Value of a key-value pair provided in additional properties of an automation rule. Property Value Type: string Parent: metadata.properties Sample: metadata sample payload metadata.properties.matchedrule ID of the automation rule that contains the additional properties. Property Value Type: string Parent: metadata.properties Sample: metadata sample payload Post JSON payload objects Read up on the fields currently supported in the post JSON payload.

205 post.id The unique post ID in the Social Engagement solution database. Property Value Type: number (integer) Parent: post Sample: post sample payload Back to top post.contenttype The type of content in a post. Property Value Type: enum Property Values: POST: The main content is text. IMAGE: The main content is a picture. VIDEO: The main content is a video. LINK: The main content is a hyperlink. Parent: post Sample: post sample payload Back to top post.posttype The type of post in its conversational context. Property Value Type: enum Property Values: post: An original post, that other posts are related to. Think of the start of a conversation. reply: A reply or a comment to an original post. share: A share or retweet of an original post. privatemessage: A private conversation between two (or more) profiles. Parent: post Sample: post sample payload Back to top post.uri A backlink to the post's original URI. NOTE The URI of news posts can't be used to link back to the original article. Property Value Type: string

206 Parent: post Sample: post sample payload Back to top post.title The title as delivered from a post's meta information. NOTE Not all posts have a title. Property Value Type: string Parent: post Sample: post sample payload Back to top post.acquisitiondate Timestamp when the post was acquired in Social Engagement (in ISO 8601 format). Property Value Type: date-time Parent: post Sample: post sample payload Back to top post.modificationdate Timestamp when the post was last updated in Social Engagement (in ISO 8601 format). Property Value Type: date-time Parent: post Sample: post sample payload Back to top post.publicationdate Timestamp when the post was published on the source (in ISO 8601 format). Property Value Type: date-time Parent: post Sample: post sample payload Back to top post.profile JSON object describing the social profile of the post's author. In the Social Engagement user interface, this is referred to as an "author". More information: Find out what people are talking about, See author details Property Value Type: object

207 JSON ELEMENT post.profile.id post.profile.uri post.profile.profileicon post.profile.profilelocation post.profile.externalhandle post.profile.displayname post.profile.externalid post.profile.name DESCRIPTION Unique URI of the profile in the Social Engagement solution database. Unique URI of the profile in the Social Engagement solution database. URI to public profile picture. JSON object describing the author's location information as specified by the author. Alias or handle of a profile. Display name of a profile as provided on the source. ID of the profile on the source. Name for the profile in the Social Engagement user interface. Parent: post Sample: "profile": { "name": "Display "id": "mse-tw://# ", "uri": "mse-tw://# ", "profileicon": " "profilelocation": { "locality": "Boston", "admindistrict": "Massachusetts", "countryregion": "United States", "coordinates": { "latitude": , "longitude": }, "quadkey": " " }, "displayname": "Display Name ", "externalid": " " }, Back to top post.profile.id Unique URI of the profile in the Social Engagement solution database. Property Value Type: string Parent: post.profile Sample: post.profile

208 NOTE post.profile.uri will replace post.profile.id in June You can find more details in this blog post. Please update your apps using this field. post.profile.uri Unique URI of the profile in the Social Engagement solution database. Property Value Type: string Parent: post.profile Sample: post.profile post.profile.profileicon URI to public profile picture. Property Value Type: string Parent: post.profile Sample: post.profile post.profile.profilelocation JSON object describing the author's location information as specified by the author. For some sources, profile owners can provide their location information. This is shown in the user interface as author location, as opposed to the post location, which specifies from where the post was published. For the post location, see post.postlocation Property Value Type: object JSON ELEMENT post.profile.profilelocation.locality post.profile.profilelocation.admindistrict post.profile.profilelocation.countryregion post.profile.profilelocation.coordinates post.profile.profilelocation.coordinates.latitude post.profile.profilelocation.coordinates.longitude post.profile.profilelocation.quadkey DESCRIPTION Represents the name of a city. Represents the name of an administrative division, for example a federal state or a province. Represents the name of a country or region. JSON object describing the coordinates of a social profile with latitude and longitude. Geographic latitude. Geographic longitude. Quadtree key of a location, or quadkey for short. Identifies a single tile at a particular level of detail on a map. Parent: post.profile Sample:

209 "profilelocation": { "locality": "Boston", "admindistrict": "Massachusetts", "countryregion": "United States", "coordinates": { "latitude": , "longitude": }, "quadkey": " " }, p o st.p r o fi l e.p r o fi l e L o c a t i o n.l o c a l i t y Represents the name of a city. Property Value Type: string Parent: post.profile Sample: post.profile.profilelocation p o st.p r o fi l e.p r o fi l e L o c a t i o n.a d m i n D i st r i c t Represents the name of an administrative division, for example a federal state or a province. Property Value Type: string Parent: post.profile Sample: post.profile.profilelocation p o st.p r o fi l e.p r o fi l e L o c a t i o n.c o u n t r y R e g i o n Represents the name of a country or region. Property Value Type: string Parent: post.profile Sample: post.profile.profilelocation p o st.p r o fi l e.p r o fi l e L o c a t i o n.c o o r d i n a t e s JSON object describing the coordinates of a social profile with latitude and longitude. Sample: "coordinates": { "latitude": , "longitude": }, p o s t.p ro f i l e.p ro f i l e L o c a t i o n.c o o rd i n a t e s.l a t i t u d e Geographic latitude. Property Value Type: number (floating point) Parent: post.profile.profilelocation.coordinates Sample: post.profile.profilelocation.coordinates p o s t.p ro f i l e.p ro f i l e L o c a t i o n.c o o rd i n a t e s.l o n g i t u d e Geographic longitude. Property Value Type: number (floating point) Parent: post.profile.profilelocation.coordinates Sample: post.profile.profilelocation.coordinates

210 post.pr ofile.pr ofileloc at ion.qu adkey Quadtree key of a location, or quadkey for short. Identifies a single tile at a particular level of detail on a map. More information: MSDN: Bing Maps Tile System Property Value Type: string Parent: post.profile.profilelocation Sample: post.profile.profilelocation post.profile.externalhandle Alias or handle of a profile. Property Value Type: string Parent: post.profile Sample: post.profile post.profile.displayname Display name of a profile as provided on the source. Property Value Type: string Parent: post.profile Sample: post.profile post.profile.externalid ID of the profile on the source. Property Value Type: string Parent: post.profile Sample: post.profile post.profile.name Representation in Social Engagement for the name for the profile. Property Value Type: string Parent: post.profile Sample: post.profile post.source JSON object describing on which source a post was found. Sample: "source": { "name": "Microblogs", "id": "18", "param": "Twitter" } Back to top post.source.id Represents the internal ID of the source that a post was found on. Property Value Type: string

211 Parent: post.source Sample: post.source Back to top post.source.name Represents the name of the source that a post was found on. Property Value Type: string Parent: post.source Sample: post.source Back to top post.source.param Describes on which source a post was found. Property Value Type: enum The sources availablility extends over time. For an up-to-date list, check back often and follow the release announcements. Parent: post.source Sample: post.source Back to top post.content JSON object describing the text content of a post. Property Value Type: object Parent: post Sample: { } post { "content": { "text": "Lorem ispum dolor sit amet...", "metatext": "Lorem, dolor, amet", } } Back to top post.content.text Text content of the post. Property Value Type: string Parent: post.content Sample: post.content post.content.metatext Meta text of the post. Property Value Type: string

212 Parent: post.content Sample: post.content post.language JSON object describing the language of a post. Property Value Type: object JSON ELEMENT post.language.name post.language.code DESCRIPTION The localized language name in the locale chosen in Global Settings. Language code (in ISO format) for the post. Parent: post Sample: { } post { "language": { "name": "Finnish", "code": "fi", } } Back to top post.language.name The localized language name in the locale chosen in Global Settings. Property Value Type: string Parent: post.language Sample: post.language post.language.code Language code (in ISO format) for the post. Property Value Type: string Parent: post.language Sample: post.language post.abstracttext Short excerpt of the post. Property Value Type: string Parent: post Sample: post sample payload Back to top post.score

213 JSON object describing the source-specific score of the post or score of the author at the time the post was published. Property Value Type: object Parent: post Sample: "score": { "normalscore": 3, "providerscore": 29.0, "provider": "KLOUT" } Back to top post.score.normalscore Normalized score, from 1 (lowest) to 5 (highest). Property Value Type: number (integer) Parent: post.score Sample: post.score post.score.providerscore Non-normalized score as given by the score provider. Property Value Type: number (floating point) Parent: post.score Sample: post.score post.score.provider Scoring service the score is provided from. Parent: post.score Sample: post.score post.referencedpost Information about the post that this post is a reply to, or a share of. referencedpost has the same structure as the parent post, although only a subset of its fields contain data. Property Value Type: object Parent: post Sample:

214 { } post { "referencedpost": { "id": " ", "externalid": "654321", "profile": { "id": "123456", "name": "Microsoft" } } } Back to top post.sentiment JSON object describing the sentiment of a post. Property Value Type: object Parent: post Sample: "sentiment": { "polarity": "negative", "value": } Back to top post.sentiment.polarity Sentiment value of a post. More information: Adaptive learning based on changes to organization s sentiment values, Understand the public perception using sentiment analysis Property Value Type: enum Property Values: Positive: Post has a positive sentiment value. Negative: Post has a negative sentiment value. Neutral: Post has neither a positive nor a negative sentiment value. Parent: post.sentiment Sample: post.sentiment post.sentiment.value Sentiment value as a decimal value between -1 and 1. Property Value Type: number Parent: post.sentiment Sample: post.sentiment post.tags Array of JSON objects representing tags on a post that were added through Social Engagement. Property Value Type: object

215 JSON ELEMENT post.tags.probability post.tags.type post.tags.tag post.tags.tag.id post.tags.tag.name post.tags.tag.parentid DESCRIPTION Probability provided by the machine learning model with which a system tag applies to a post. Describes how the tag was assigned to a post. JSON object describing the tag. Internal ID of the tag. Name of the tag. Intention tags are localized in the locale chosen in Global Settings. ID of the group containing the tag. Parent: post Sample: "tags": [ { "probability": , "type": "system", "tag": { "id": "12345", "name": "Support request", "parentid": "54321" }, {...} ] Back to top post.tags.probability Probability provided by the machine learning model with which a system tag applies to a post. Property Value Type: number Parent: post.tags Sample: post.tags post.tags.type Describes how the tag was assigned to a post. NOTE Since automation rules pick up the posts before users can manually confirm or add tags to posts, this property usually has the value "system". Property Value Type: enum Property Values: system: Social Engagement added the tag to the post. user: A user manually added the tag to the post. confirmed: A user confirmed a tag that was added by Social Engagement. Parent: post.tags

216 Sample: post.tags post.tags.tag JSON object describing the tag. Property Value Type: object Parent: post.tags Sample: "tag": { "id": "12345", "name": "Support request", "parentid": "54321" }, post.t ags.t ag.id Internal ID of the tag. Property Value Type: string Parent: post.tags.tag Sample: post.tags.tag p o st.t a g s.t a g.n a m e Name of the tag. Intention tags are localized in the locale chosen in Global Settings. More information: Understand an author's intent using intention analysis Property Value Type: string Parent: post.tags.tag Sample: post.tags.tag p o st.t a g s.t a g.p a r e n t Id ID of the group containing the tag. Property Value Type: string Parent: post.tags.tag Sample: post.tags.tag post.externalid ID of the post on the source. Property Value Type: string Parent: post Sample: post sample payload Back to top post.postlocation JSON object describing the location from which a post was published. Property Value Type: object

217 JSON ELEMENT post.postlocation.locality post.postlocation.admindistrict post.postlocation.countryregion post.postlocation.coordinates post.postlocation.coordinates.latitude post.postlocation.coordinates.longitude post.postlocation.quadkey DESCRIPTION Represents the name of a city. Represents the name of an administrative division, for example a federal state or a province. Represents the name of a country or region. JSON object describing the coordinates of a post as defined by the author with latitude and longitude. Geographic latitude. Geographic longitude. Quadtree key of a location, or quadkey for short. Identifies a single tile at a particular level of detail on a map. Parent: post Sample: "postlocation": { "admindistrict": "Massachusetts", "countryregion": "United States", "coordinates": { "latitude": , "longitude": }, "quadkey": " " }, Back to top post.postlocation.locality Represents the name of a city. Property Value Type: string Parent: post.postlocation Sample: post.postlocation post.postlocation.admindistrict Represents the name of an administrative division, for example a federal state or a province. Property Value Type: string Parent: post.postlocation Sample: post.postlocation post.postlocation.countryregion Represents the name of a country or region. Property Value Type: string Parent: post.postlocation

218 Sample: post.postlocation post.postlocation.coordinates JSON object describing the coordinates of a post as defined by the author with latitude and longitude. Property Value Type: object Parent: post.postlocation Sample: "coordinates": { "latitude": , "longitude": }, p o st.p o st L o c a t i o n.c o o r d i n a t e s.l a t i t u d e Geographic latitude. Property Value Type: number (floating point) Parent: post.profile.profilelocation.coordinates Sample: post.postlocation.coordinates p o st.p o st L o c a t i o n.c o o r d i n a t e s.l o n g i t u d e Geographic longitude. Property Value Type: number (floating point) Parent: post.postlocation.coordinates Sample: post.postlocation.coordinates post.postlocation.quadkey Quadtree key of a location, or quadkey for short. Identifies a single tile at a particular level of detail on a map. More information: MSDN: Bing Maps Tile System Property Value Type: string Parent: post.postlocation Sample: post.postlocation Back to top post.fullcontentlength Length in characters of the text-only content in a post. Property Value Type: number (integer) Parent: post Sample: post sample payload Back to top post.origin JSON object describing the origin of the post on the source. This is different from the post.source object. For example: A specific Facebook page on the Facebook source. Property Value Type: object

219 Parent: post Sample: "origin": { "id": "12345", "externalid": "54321", "name": "Microsoft Facebook Page", }, Back to top post.origin.id ID of the internal representation in Social Engagement for the origin of a post. Property Value Type: string Parent: post.origin Sample: post.origin post.origin.externalid ID of the origin for the original source of a post. Property Value Type: string Parent: post.origin Sample: post.origin post.origin.name Name of the origin of the post on the source. Property Value Type: string Parent: post.origin Sample: post.origin post.matchingsearchtopics Array of JSON objects describing the list of search topics a post matches. Property Value Type: object Parent: post Sample: {...}] "matchingsearchtopics": [{ "name": "Contoso Brand Mentions", "id": "12345", "parentid": "54321", }, Back to top post.matchingsearchtopics.name Name of the search topic as defined in Social Engagement. More information: Set up searches to listen to social media conversations Property Value Type: string

220 Parent: post.matchingsearchtopics Sample: post.matchingsearchtopics post.matchingsearchtopics.id ID of the search topic. Property Value Type: string Parent: post.matchingsearchtopics Sample: post.matchingsearchtopics post.matchingsearchtopics.parentid ID of the search topics's category. Property Value Type: string Parent: post.matchingsearchtopics Sample: post.matchingsearchtopics post.externalcategories Array of categories as delivered by external providers. NOTE This property is only available for News posts. Property Value Type: array of strings Parent: post Sample: post sample payload Back to top post.contributors Array of names of those who contributed to the post as provided by the data provider. NOTE This property is only available for News posts. Property Value Type: array of strings Parent: post Sample: post sample payload Back to top post.media Array of JSON objects describing the media in a post. Property Value Type: objects

221 JSON ELEMENT post.media.type post.media.embedurl DESCRIPTION The type of media content. URL embedding the media file. Parent: post Sample: "media": { "type": "VIDEO", "embedurl": " }, Back to top post.media.type The type of media content. Property Value Type: enum Property Values: POST: The main media content is text. IMAGE: The main media content is a picture. VIDEO: The main media content is a video. LINK: The main media content is a hyperlink. Parent: post.media Sample: post.media post.media.embedurl URL embedding the media file. Property Value Type: string Parent: post.media Sample: post.media post.externaltopics Array of topics in this post as delivered by external providers. Property Value Type: array of strings Parent: post Sample: post sample payload Back to top post.contributorsummary Short description about the contributor for this post as delivered by external providers. Property Value Type: string Parent: post

222 Sample: post sample payload Back to top See Also Manage connections in Social Engagement Stream data from Social Engagement to Microsoft Azure Event Hubs Work with events from social posts in Azure Event Hubs

223 Link posts from Social Engagement to Dynamics /15/ min to read Edit Online Microsoft Social Engagement provides a platform for capturing public posts from social media. You link posts in Social Engagement to a Dynamics 365 instance and turn them into new records in Dynamics 365. When you link a post from Social Engagement to a Dynamics 365 instance, a Social Activity record is created in Dynamics 365. Dynamics 365 can turn these social activities into other types of Dynamics 365 records, for example into a lead, an opportunity, or a case. Steps for linking posts from Social Engagement to Dynamics First, set up the feature to link social posts to a Dynamics 365 instance as social activities. As a Social Engagement Administrator, you need to connect Social Engagement with Dynamics 365. More information: Connect Dynamics 365 and Social Engagement 2. Next, you can define the attributes for the Dynamics 365 entities that you want to display in Social Engagement. More information: Create a new Dynamics 365 record from a social post 3. As a system administrator or customizer in Dynamics 365, you can configure rules to handle newly created social activities by using the Automatic Record Creation and Update Rules feature in Dynamics 365. More information: Configure Record Creation and Update Rule in Dynamics 365 to process Social Actity entities from Social Engagement 4. When everything is set up, your users can start to link social posts to create or update Dynamics 365 records. More information: Create a new Dynamics 365 record from a social post 5. Optionally, you can configure automation rules in Social Engagement to create new Dynamics 365 records for posts that match a specified data set. More information: Route posts using automation rules 6. Understand how to delete or disable a connection between Dynamics 365 and Social Engagement, and understand how this might affect existing linkages or linking newly acquired social posts. More information: Manage the connection between Dynamics 365 and Social Engagement Privacy notice By enabling Microsoft Social Engagement to connect to Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules. Dynamics 365 stores the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Dynamics 365 user with the required permission to access Dynamics 365 records will be able to access and/or process this data. Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Dynamics 365, please see the payload properties topic.

224 See also See also Administer Microsoft Social Engagement Set up the connection between Dynamics 365 and Social Engagement Create a new Dynamics 365 record from a social post

225 Connect Dynamics 365 and Social Engagement 12/15/ min to read Edit Online Set up the connection between Dynamics 365 and Social Engagement so you can link social posts to Dynamics 365. Linking posts to Dynamics 365 lets you create Dynamics 365 records from social posts that were found in Social Engagement by using the Automatic Record Creation and Update Rules feature in Dynamics 365. Prerequisites to establish a connection with Dynamics 365 The following prerequisites apply to both Dynamics 365 (online) and Dynamics 365 (on-premises). Prerequisites specific to Dynamics 365 (online) or Microsoft Dynamics 365 are listed later in this topic. You have a license assigned for both Dynamics 365 and Microsoft Social Engagement. You have a System Administrator security role in Dynamics 365. Contact your system administrator if you need an upgrade to your licensed products or an update to your permissions. You have an Administrator user role in Social Engagement. To find out your user role in Social Engagement, go to Settings > Personal Settings > Your Preferences. Your browser is likely to block any pop-up windows opened by Social Engagement when authenticating to Dynamics 365, Twitter, or Facebook. Learn more about the recommended browser settings to manage authentication pop-up windows. Additional prerequisites to connect with Dynamics 365 (online) Your Dynamics 365 (online) instance is upgraded to Dynamics CRM Online 2015 Update 1 or a later release. Your Dynamics 365 instance is ready to receive social data. More information: TechNet: Control social data Additional prerequisites to connect with Dynamics 365 (on-premises) (IFD-enabled) You have upgraded to at least Microsoft Dynamics 365 (on-premises) and the deployment is IFD-enabled. Your Dynamics 365 (on-premises) instance is an Internet-facing deployment (IFD) with a public IP address. More information: TechNet: Configure IFD for Microsoft Dynamics CRM Enable OAuth support by following the post-installation and configuration guidelines for Microsoft Dynamics CRM. Register your Social Engagement solution so that it can connect to and authenticate with the Dynamics 365 server, and access the web services. Each solution that you want to connect with Dynamics 365 (onpremises) (IFD-enabled) should be registered as a RedirectUri. Use the following command to register with the desktop client: Add-AdfsClient -Name MSE -ClientId e8ab36af-d4be-4833-a38b-4d6cf1cfd525 id>/crm/oauthredirect ", " -Description "OAuth 2.0 client for MSE". More information: TechNet: Walkthrough: Register a CRM app with Active Directory Establish a connection between Social Engagement and Dynamics

226 365 To connect Dynamics 365 (online) and Social Engagement, both services must be part of the same organization's Office 365 subscription. If you have licenses assigned to both Dynamics 365 (online) and Social Engagement, you'll find both products in the Office 365 app launcher. More information: Meet the Office 365 app launcher Connect Social Engagement and Dynamics In Social Engagement, go to Settings > Connections > Microsoft Dynamics Click Add connection. 3. Select the Connection type from the drop-down list. 4. Provide the connection information for your Dynamics 365 (online) instance. Dynamics 365 (online) Select Dynamics 365 (online) and then click Check Instances to automatically discover all available Dynamics 365 (online) instances in your Office 365 tenant. Select the Dynamics 365 (online) instance you want to connect to from the list of discovered Dynamics 365 (online) instances for the selected location. For more information about the discovery process, see Discover the URL for your organization using the Web API. Based on the selected Dynamics 365 (online) instance, the value in the Name field changes. You can update the Dynamics 365 (online) name if required. For Dynamics 365 (on-premises) Select Dynamics 365 (On-Premises) and add the details of your Dynamics 365 instance and enter a unique name for the connection.

227 5. Click Next. 6. If the connection was successful, the Dynamics 365 Instance pane opens and shows you the details about the connected instance. 7. You can set the Set as default control to ON to have this instance selected by default when creating new links to Dynamics 365 records from social posts. 8. If you changed a value in the Dynamics 365 Instance pane, click Save to apply your changes. The connected Dynamics 365 (online) instance is now listed in the main pane when you go to Settings > Connections > Microsoft Dymanics Dynamics 365. Next steps Now that you've connected Dynamics 365 and Social Engagement, you can define entity details in Social Engagement to specify information for the Social Activity entity that is created when you link a post to Dynamics 365. When you are satisfied with the configuration of the entities, configure the Record Creation Rules in Dynamics 365 to automatically create Dynamics 365 records from Social Activity entities. Privacy notice By enabling Microsoft Social Engagement to connect to Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules. Dynamics 365 stores the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Dynamics 365 user with the required permission to access Dynamics 365 records will be able to access and/or process this data. Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Dynamics 365, please see the payload properties topic. See also Link posts from Social Engagement to Dynamics 365 Create a Dynamics 365 record from a social post Manage the connection between Dynamics 365 and Social Engagement Administer Microsoft Social Engagement

228 Manage the connection between Dynamics 365 and Social Engagement 12/15/ min to read Edit Online Understand how to change the settings for your connections between Dynamics 365 and Social Engagement, and the consequences of doing so. You must already have a working connection between Social Engagement and Dynamics 365 established and you need to be have an Administrator role in Social Engagement to perform the following tasks. The link between a Social Engagement post and Dynamics 365 record can be broken when: The associated Dynamics 365 instance has been disabled or deleted in Social Engagement. The associated Dynamics 365 instance is experiencing downtime, or has expired. The Dynamics 365 instance is enabled, but the Dynamics 365 record has been disassociated from the social activity, or has been deleted in Dynamics 365, or, in Social Engagement the linked Dynamics 365 record has been unlinked from the Social Engagement post. Edit an established connection After you connect a Dynamics 365 (online) instance to Social Engagement, it will show in the list on Settings > Connections > Microsoft Dynamics 365. Click the row associated with the connection to open the Dynamics 365 Instance pane.

229 Name: Shows the name of this connection to identify the instance quickly when creating a social activity in Dynamics 365. The display name corresponds with your organization name in Office 365, unless a Social Engagement administrator changes the name while setting up the connection. Dynamics 365 Instance: URL for your Dynamics 365 instance. Organization language: See the organizational language of your Dynamics 365 instance. Connected on: Shows the date and time when the connection between Dynamics 365 and Social Engagement was established. Set as default: Lets you choose to have an instance selected by default when creating new links to Dynamics 365 records from social posts. Enable instance: Lets you choose to temporarily disable the creation of new links to Dynamics 365 records from social posts. Refresh: Lets you update the metadata of all Dynamics 365 entities associated with that Dynamics 365 connection in Social Engagement. Make the necessary changes to the metadata and then click Save to apply the changes. Change the default Dynamics 365 instance to use in Social Engagement If your organization maintains multiple Dynamics 365 instances, you can connect Social Engagement to more than one instance. In this case, you can set the instance as a default connection that will be used most often to create new records in Dynamics 365. Users can choose a different instance when creating a new Dynamics 365 record. 1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics In the Microsoft Dynamics 365 Connections pane, select the instance you want to set as the default. 3. In the Dynamics 365 Instance pane, set the Set as default option to ON. 4. Click Save to apply your changes.

230 Results of deleting a connection You can delete already-established connections between a Social Engagement post and Dynamics 365 record at any time if you don t want to create new records in the connected Dynamics 365 instance anymore. If you maintain more than one connected Dynamics 365 instance, you can delete one connection and still use the other connections. If you delete a specific connection, all posts that had links pointing to that Dynamics 365 instance will have that link removed. Those posts will look like any other posts without an active link to Dynamics 365 and can be linked to any other enabled Dynamics 365 instance. More information: Connect Dynamics Dynamics 365 (online) and Social Engagement No new Dynamics 365 records can be created after deleting a connection to a Dynamics 365 instance, unless a connection is re-established. NOTE Removing a link from a Social Engagement post will not affect the Dynamics 365 record or social activity at all. Delete an existing connection You can delete connections if you don't want to create new records in a Dynamics 365 instance anymore. NOTE You can't delete a connection if there are active automation rules that link posts to the connected Dynamics 365. You will first need to deactivate or delete all automation rules using that connection. 1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics Find the connected instance in the list of Microsoft Dynamics 365 Connections. 3. Click the Delete this connection to Dynamics 365 button. 4. Confirm your deletion. Results of disabling a connection You can delete already-established connections between a Social Engagement post and Dynamics 365 record at any time if you no longer want to create new records in the connected Dynamics 365 instance. If you maintain more than one connected Dynamics 365 instance, you can disable one connection and still use the other connection. If you maintain one single connected Dynamics 365 instance, you can disable it but you won t be able to create new external links from Social Engagement. Posts linked to that instance s disabled connection will persist, but details about the Dynamics 365 record won t be available. You can enable the instance to continue to create external links to the Dynamics 365 instance and see the updated record details. More information: Set up the connection between Dynamics 365 and Social Engagement The following table summarizes the impact on a Social Engagement post when the status of an associated Dynamics 365 instance changes.

231 STATUS OF ASSOCIATED DYNAMICS 365 INSTANCE IN SOCIAL ENGAGEMENT IMPACT IF DYNAMICS 365 RECORD IS LINKED WITH A SOCIAL ENGAGEMENT POST IMPACT IF DYNAMICS 365 RECORD IS NOT LINKED WITH A SOCIAL ENGAGEMENT POST Deleted Disabled - The Social Engagement post is available to be linked again. - If the Social Engagement post is relinked to another instance and the previously deleted Dynamics 365 instance is re-associated win Social Engagement, don t search for the original links and do not change the established link. - If the Social Engagement post is not re-linked and the deleted Dynamics 365 instance is re-associated, establish the original link (provided Dynamics 365 social activity is available). - The Social Engagement post retains the link and shows an error message because the link will fail to load. - The Dynamics 365 instance in Social Engagement is marked as disabled. - In Social Engagement, a user can unlink the post to make it available to link with another valid Dynamics 365 instance. - The Dynamics 365 instance is marked as disabled and is not available in the list of instances when creating a Dynamics 365 link. - Social Engagement is available for linking to any enabled instance selected by the user. Same as above. Downtime Same as above. Same as above. Expired - The Social Engagement post retains the link and shows an error message because the link will fail to load. - The Dynamics 365 instance is marked as disabled. - In Social Engagement, a user can unlink the post to make it available for linking to another valid Dynamics 365 instance. Same as above. The following table summarizes the impact on a Social Engagement post when the status of an associated Dynamics 365 record changes. STATUS OF ASSOCIATED DYNAMICS 365 RECORD IMPACT IF DYNAMICS 365 RECORD IS LINKED WITH A SOCIAL ENGAGEMENT POST IMPACT IF DYNAMICS 365 RECORD IS NOT LINKED WITH A SOCIAL ENGAGEMENT POST In Dynamics 365, the Dynamics 365 record has been dissociated from the social activity. In Dynamics 365, the Dynamics 365 record has been deleted. In Dynamics 365, the social activity has been deleted, but the linked record is available. - The linkage with the Social Engagement post is broken. - The associated Social Engagement post is available for linking again. Same as above. Same as above. N/A N/A N/A

232 STATUS OF ASSOCIATED DYNAMICS 365 RECORD IMPACT IF DYNAMICS 365 RECORD IS LINKED WITH A SOCIAL ENGAGEMENT POST IMPACT IF DYNAMICS 365 RECORD IS NOT LINKED WITH A SOCIAL ENGAGEMENT POST In Social Engagement, the linked Dynamics 365 record has been unlinked from the Social Engagement post. More information: Remove a linked Dynamics 365 record from a post The Social Engagement post is available for linking again. N/A Disable an existing connection If you don t want new records created in a Dynamics 365 instance temporarily, without deleting the connection, you can also disable the connection to an instance. NOTE You can't disable a connection if there are active automation rules that link posts to the connected Dynamics 365. You will first need to deactivate or delete all automation rules using that connection. 1. In Microsoft Social Engagement, go to Settings > Connections > Microsoft Dynamics Find the connected instance in the list of Microsoft Dynamics 365 Connections. 3. Set the Enable instance option to OFF. 4. Click Save to apply your changes. NOTE If your Dynamics 365 instance has expired or is in maintenance, details for linked Dynamics 365 records won t be shown in Social Engagement. Privacy Notice By enabling Microsoft Social Engagement to connect to Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules. Dynamics 365 stores the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Dynamics 365 user with the required permission to access Dynamics 365 records will be able to access and/or process this data. Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Dynamics 365, please see the payload properties topic. See Also Link posts from Social Engagement to Dynamics 365 Connect Dynamics 365 and Social Engagement Create a Dynamics 365 record from a social post Administer Microsoft Social Engagement

233 Configure Automatic Record Creation and Update Rules in Dynamics 365 to process Social Actity entities from Social Engagement 1/25/ min to read Edit Online To automatically create an entity record (such as a Case or a Lead) from a Social Activity record in Dynamics 365, an administrator or customizer must configure Automatic Record Creation and Update Rules in Dynamics 365. In Social Engagement, when users link a post to Dynamics 365, a Social Activity record is created in the connected Dynamics 365 instance. The entity type the user creates in Social Engagement (Case, Lead, and so on) is passed on as part of the JSON Payload to the social activity in Dynamics 365. IMPORTANT Without Automatic Record Creation and Update Rules, the Social Activity record created in Dynamics 365 by Social Engagement does not automatically result in a corresponding Dynamics 365 entity record (such as a Case or Lead record). Create a rule to automatically turn social actitivites into Lead or Case records 1. Sign in to Dynamics 365 with your system administrator or customizer credentials. 2. Go to Settings > Business Management > Automatic Record Creation and Update Rules.

234 3. Select New to create a new rule. 4. Provide a Name for the rule. 5. Set the Source Type to Social Activity. 6. Click Save to create the record. 7. Under Channel Properties, select Additional Properties. 8. Select the Search button, and then select New. 9. In the new dialog box, provide a Name for the Channel Property Group. For Source Type, select Social Activity. 10. Select Save. 11. Select Add Channel Property record in the newly created Channel Property Group. Enter

235 userpreferredtargetentity for the name, and set the Data Type to Single Line of Text. It's important that you match the name as documented in the JSON payload. Now that the Channel Property is in place, you create the actual update rules. 12. Select Save, and then close the dialog boxes. 13. In Record Creation and Update Rule, select Add Record Creation and Update Rule Item record. 14. In the new dialog box that opens, provide a Name for the rule and then select Save to create the rule. 15. Under Condition, choose Select, and scroll to the bottom of the drop-down list to find Channel Properties under Local Values. Then, select userpreferredtargetentity Equals lead. NOTE The value for userpreferredentity must exactly match the value in the JSON payload. This value is the Dynamics 365 entity type name that can be different from the name in the Dynamics 365 user interface. For example, the entity type name for Case is incident.

236 16. Under Action, select Add Step, and then select Create Record. Set the value to Lead.

237 17. Click Save & Close to finalize the rule. 18. Verify that the rules were created, and then select Activate to activate the rule. Social Activity entities created from Social Engagement will now automatically create the configured record type in Dynamics 365.

238 TIP To create a Case record, repeat the steps above but select userpreferredtargetentity Equals incident, and under Action, set the Create Record value to Case. See also Set up the connection to link posts from Social Engagement to Dynamics 365 Link posts from Social Engagement to Dynamics 365 Set up rules to automatically create or update records in Dynamics 365

239 Create a Dynamics 365 record from a social post 12/15/ min to read Edit Online Send a post found with Microsoft Social Engagement to your Dynamics 365 instance to create a record. For example, you can automatically convert posts to cases for customer service, or to leads for your sales team. When you create a social activity, if the author of the post doesn t have a social profile in Dynamics 365, the system creates a social profile and contact record, and then links the social profile with the contact record. When a record is created in Dynamics 365, you can see the details about this record in Social Engagement. Learn about the prerequisites to establish a connection with Dynamics 365 on how to configure your online and on-premises Dynamics 365 instance to connect with Social Engagement. Specify record details You can define the information to show in Dynamics 365 record details when a record in Dynamics 365 is created from a social post. Depending on your selection, Dynamics 365 fields shows the information about the connected instance and selected entity. To familiarize yourself with the social activity record type or the Dynamics 365 record creation and update rules feature, see MSDN: SocialActivity entity messages and methods, CRM Help & Training: Set up rules to automatically create or update records in CRM. Define the fields of a Dynamics 365 entity that you want to display in Dynamics 365 Record Details in Social Engagement when a record of the same entity is created from a post. Add the fields you want to see in the Dynamics 365 Record Details when you define the entity details in Social Engagement. NOTE Only the custom entities in Dynamics 365 which are in relationship with the Social Activity entity are visible in Social Engagement. For more information, see TechNet: Create and edit entity relationships. Define or edit fields for record details 1. In Social Engagement, go to Settings > Connections > Microsoft Dynamics In the Microsoft Dynamics 365 Connections pane, select the Dynamics 365 instance that you want to define entity details for. 3. In the Dynamics 365 Instance pane, select the record type under Record details. 4. In the Entity Details pane, select the Dynamics 365 fields to show in the Dynamics 365 Record Details form for the selected entity. Or click Add to add more fields. 5. Reorder the fields using the up arrow or down arrow or remove fields using the Remove button.

240 IMPORTANT You can't remove an entity if there are active automation rules using that entity. You will first need to deactivate or delete all automation rules using that entity. More information: Route posts using automation rules 6. To apply your changes, in the Dynamics 365 Instance pane, click Save. Convert a social engagement post to a social activity 1. In Social Engagement, click Posts on any Analytics page to see the posts list. --OR-- Go to Microsoft Social Engagement > Social Center to see your streams. 2. Go to the post you want to convert to a social activity record in Dynamics 365, and then click Link to Dynamics Select from the available instances, and then select the record type you want to create from the Entity drop-down list. The Entity drop-down list shows only those entities that are configured in the Dynamics 365 Instance panel in the Dynamics 365 Record Details section. If a single entity is configured with an instance, it will be selected by default.

241 4. Add any additional information, up to 250 characters, related to the record in Notes, and then click Create. The post now displays a Linked button is linked to. along with the name of the Dynamics 365 (online) instance it TIP To automatically create records in Dynamics 365 (online) from social posts that match a specific data set, you can create automation rules. More information: Route posts using automation rules If the linked Dynamics 365 (online) instance has Social Engagement system settings set to disabled, the link creation fails and shows this error message: "Dynamics 365 can t receive social data from Social Engagement". Contact your Dynamics 365 (online) administrator to review the Disable Social Engagement system settings. More information: TechNet: Control social data If Dynamics 365 (online) allows incoming social activities, but no rules are configured to create Dynamics 365 (online) entities out of them, the linking operation does succeed. However, opening link details in Social Engagement will provide details about the social activiy only. Contact your Dynamics 365 (online) administrator if this happens. More information: CRM Help & Training: Set up rules to automatically create or update records in CRM Configure Dynamics 365 to automatically create records from linked posts By default, Dynamics 365 creates a Social Activity entity when a post is linked from Social Engagement. In Dynamics 365, you can convert this entity to a different record type. To automate the process, you can set up Automatic Record Creation Rules in Dynamics 365 to automatically create records from incoming social activities. To learn more about the social activity record type or the Dynamics 365 record creation and update rules feature, see MSDN: SocialActivity entity messages and methods, CRM Help & Training: Set up rules to automatically create or update records in CRM. Understand the data sent to Dynamics 365 when you create a social activity When you create a social activity, Social Engagement sends the social payload as a JSON object to the Additional Parameters field of a social activity. The payload can be used as channel properties that define conditions for rules, and for setting properties of the record you're creating or updating. More information: CRM Help & Training: Set up rules to automatically create or update records in CRM The payload contains the

242 most important fields required by Dynamics 365 to consume tweets and Facebook posts. These fields contain information about the post that was sent: author, content, URI to the original post, URI to the post in Social Engagement, and some additional post metadata. Based on the post s source, the content of the payload may change. Social Activity in Dynamics 365 has an Additional Parameters field that receives the social payload as JSON from Social Engagement. To learn more about how to set up channel properties in Dynamics 365 to work with Additional Parameters from Social Engagement, see CRM Help & Training: Set up rules to automatically create or update records in CRM. The JSON payload of this feature is described in the following table. PROPERTY ACTIVITYADDITIONALPARAM S DESCRIPTION SOURCE RESTRICTIONS postmessagetype N/A Type of post N/A 0: Public post 1: Private post community N/A Type of community N/A 1: Facebook 2: Twitter 0: Other sentimentvalue N/A Sentiment value of the post N/A 1: positive sentiment 0: neutral sentiment -1: negative sentiment null: unknown sentiment posturl N/A The URL of the post N/A description N/A Content of the post N/A Up to 2000 characters of the written content. subject N/A Post title if available. Otherwise, it's the first 200 characters of the post content. postedon N/A Date when the post was published by the author N/A N/A activityaddtionalparams Additional parameters of the social actvity N/A

243 PROPERTY ACTIVITYADDITIONALPARAM S DESCRIPTION SOURCE RESTRICTIONS N/A targetentityname Name of the entity that gets created in Dynamics 365. When linking a post to Dynamics 365, this is always set to socialactivity. N/A userpreferredtargetentity Preferred entity as defined by the user in the Entity drop-down list of a linked post's Record Details in Social Engagement. This doesn t necessarily match the type of record created in Dynamics 365 due to rules defined in Dynamics 365. N/A socialhandle Alias or user name of the author on the source. N/A profilename Alias or user name of the author on the source. N/A N/A N/A N/A N/A profilelink URL to the author s profile. Available for Facebook and Twitter N/A fullname The author s name. N/A N/A community 1: Facebook N/A 2: Twitter 0: Other N/A influencescore Reach score of the author in a range from The higher the number, the more influential the author. N/A retweetedby_displayname Name of the author who retweeted the post. N/A retweetedby_externalid External ID of the author who retweeted the post. N/A retweetedby_screenname Name of the author who retweeted the post. N/A isretweet Determines whether the post is a retweet or not. N/A Available only if the post is a retweet Available only if the post is a retweet Available only if the post is a retweet Available only if the post is a retweet true: retweet false: not a retweet

244 PROPERTY ACTIVITYADDITIONALPARAM S DESCRIPTION SOURCE RESTRICTIONS N/A MSEbacklinkPost URI to access the post in Social Engagement. N/A Notes Additional information added by the creator of the social activity as free form text in Social Engagement. N/A N/A Sample payload A typical JSON payload sent to Dynamics 365 is given here. { "postmessagetype": 0, "community": 2, "sentimentvalue": 1, "posturl": " "description": "Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididu...", "subject": "Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididu...", "postedon": " T08:15:30-05:00", "activityadditionalparams": { "targetentityname": "socialactivity", "userpreferredtargetentity": "incident", "socialhandle": "Contoso", "profilename": "Contoso", "profilelink": " "fullname": "Contoso", "community": 2, "influencescore": 41.0, "notes": "The customer requested a technician to call back as quickly as possible.", "isretweet": false, "MSEbacklinkPost": " } } View record details for a linked post in Social Engagement If a post is linked to a social activity in Dynamics 365, you can open its associated record in Dynamics 365 Record Details. NOTE Only the custom entities in Dynamics 365 which are in relationship with the Social Activity entity are visible in Social Engagement. For more information, see TechNet: Create and edit entity relationships. Open a Dynamics 365 record from within Social Engagement 1. In Social Engagement, click Posts on the right side of any Analytics page to see the posts list. --OR-- Go to Microsoft Social Engagement > Social Center to see your streams. 2. Select the post, and then click Link to Dynamics 365. The Dynamics 365 Record Details dialog box shows all details for the associated Dynamics 365 record.

245 Open a linked record in Dynamics In Social Engagement, click Posts on any Analytics page to see the posts list. --OR-- Go to Microsoft Social Engagement > Social Center to see your streams. 2. Select the post you want to open the associated record for, and then click Link to Dynamics In the Dynamics 365 Record Details, click Open Record to see the record in Dynamics 365. Dynamics 365 entities that are enabled for interactive experience open in the interactive service hub when you open a record on a social post that is linked to Dynamics 365. Dynamics 365 entities not enabled for interactive experience will continue open in the web client. More information: CRM Help & Training: User's guide for the new interactive service hub NOTE If there are no rules, or no active rules, or the social activity doesn't meet the defined conditions, no target Dynamics 365 record is created and the Open Record option opens the social activity in Dynamics 365. When the target Dynamics 365 record is created, the Open Record option opens the target record.

246 Remove a linked Dynamics 365 record from a post You can remove a linked Dynamics 365 record from a post. Note that removing a linked Dynamics 365 record from a post also removes any attached notes. Consider removing a linked Dynamics 365 record from a post when the link is no longer valid, is incorrect, or when you are considering creating a new entity record from the same post. NOTE Removing a link does not affect the linked record in Dynamics 365, but only breaks the link between the Social Engagement post and Dynamics 365 record. Once removed there is no way to re-establish the link between the same Social Engagement post and same Dynamics 365 record. 1. In Social Engagement, click Posts on the right side of any Analytics page to see the posts list. --OR-- Go to Microsoft Social Engagement > Social Center to see your streams. 2. Select the post you want to open the associated record for, and then click Link to Dynamics In the Dynamics 365 Record Details, click Remove. Privacy Notice By enabling Microsoft Social Engagement to connect to Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules. Dynamics 365 stores the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Dynamics 365 user with the required permission to access Dynamics 365 records will be able to access and/or process this data. Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Dynamics 365, please see the payload properties topic. See Also Set up the connection between Dynamics 365 and Social Engagement

247 Link posts from Social Engagement to Dynamics 365 Administer Microsoft Social Engagement

248 Connect Social Engagement to other domains 12/15/ min to read Edit Online Enable communication between Microsoft Social Engagement and other compatible applications (such as Dynamics 365) by adding domains that are allowed to make requests for your Social Engagement data to a list. You can remove domains from the list to disallow communications. 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, IMPORTANT Make sure to remove trailing slashes from the domain name. Add a domain 1. Go to Settings > Connections > Allowed Domains. 2. Type the domain name in the input field, and then click the Add button. Remove a domain 1. Go to Settings > Connections >Allowed Domains. 2. Locate the domain you want to remove, click the Delete button, and then confirm the deletion. Add the solution URL to the configuration page In the Solution URL pane of the Allowed Domains page, you ll find the URL to connect to this instance of Social Engagement. Copy the solution URL and paste it into the configuration page of the application that you want to connect to Social Engagement.

249 NOTE 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. To make sure only the domains you own can make requests to your data, we recommend you add your organization s domain to the list of allowed domains. When a specific domain is added to the list of allowed domains, *.dynamics.com is automatically removed from the allowed domains. See Also Administer Microsoft Social Engagement Get started with Social Engagement Get connected to the social conversation

250 Empower your salespeople with the Social Selling Assistant 12/15/ min to read Edit Online Meet Microsoft Dynamics 365 for Sales - Social Selling Assistant Buying decisions are often influenced by information found on the Internet and increasingly on social media. Salespeople can sell more by leveraging social media. To do this, they must be thought leaders and increase their social presence by participating in discussions around their products or services. Microsoft Dynamics 365 for Sales - Social Selling Assistant empowers salespeople to sell more by gaining trust, growing their network and getting connected on social media. A few minutes per day is all you need to keep the conversations going and grow your network. Wherever you work, regardless of the device, you ll always have the relevant information right at your fingertips. Harnessing the power of the machine learning, the Social Selling Assistant provides smart and personalized recommendations for shareable content based on social data gathered with Microsoft Social Engagement. Can t wait to try it out? Make sure have a system administrator or customizer security role in Dynamics 365 and take the fast-track to set up and configure the Social Selling Assistant. Quick start guide 1. Install the Social Selling Assistant. Go to AppSource and Get the Social Selling Assistant. More information: TechNet: Install the Social Selling Assistant 2. Add your organization's Dynamics 365 URL to the list of Allowed Domains in Social Engagement. More information: Connect Social Engagement to other domains 3. In Dynamics 365, go to Sales > Dashboards and select the Social Selling Assistant dashboard. 4. Configure Microsoft Social Engagement to identify content owned by your business. Additionally, you can share social profiles with other users and configure tags that promote a certain post to users of the Social Selling Assistant. More information: Configure Social Engagement for the Social Selling Assistant 5. Personalize the Social Selling Assistant by choosing the search topics that are relevant for you and by adding social profiles. Optionally, share your owned profiles to enable other users in your organization to post on your behalf. More information: Personalize the Social Selling Assitant for indiviual users 6. Share exciting content and use your personal Social Selling Assistant to grow your social media presence. More information: Work with the Social Selling Assistant

251 See Also See Also TechNet: Extend Dynamics 365 with integration and solutions Get connected to the social conversation by using Microsoft Social Engagement Set up searches to listen to social media conversations Engage on social networks

252 Install Microsoft Dynamics Social Selling Assistant 12/15/ min to read Edit Online Enabling the Social Selling Assistant for users of Microsoft Dynamics 365 is a two-step process. First, a Microsoft Dynamics 365 admin needs to install the Social Selling Assistant in Dynamics 365 and connect it with Microsoft Social Engagement. More information: TechNet: Install the Social Selling Assistant NOTE You need to add the URL of your organization's Dynamics 365 instance to the list of Allowed Domains in Microsoft Social Engagement to see the data in Dynamics 365. More information: Connect Social Engagement to other domains Next, a Social Engagement admin refines the configuration in Social Engagement to enable the best possible experience when users are working with the Social Selling Assistant. More information: Configure Social Engagement for the Social Selling Assistant See Also TechNet: Extend Dynamics 365 with integration and solutions Increase your influence using the Social Selling Assistant Personalize the Social Selling Assistant for individual users Set up searches to listen to social media conversations Work with the Social Selling Assistant

253 Configure Social Engagement for the Social Selling Assistant 1/25/ min to read Edit Online Before you invite users to work with Social Selling Assistant, we recommend that an administrator configure Microsoft Social Engagement, so users get the most out of the recommendation experience. The personalized content feeds are based on the configuration in the connected Microsoft Social Engagement solution. Users can choose from the available search topics and social profiles to personalize their Social Selling Assistant settings.in the personalization process, users get to choose the search topics to get insights and recommendations for sharing. Also, they can add their own social profiles or view shared profiles for sharing the recommendations. After a system administrator installs the Social Selling Assistant in Microsoft Dynamics 365, an administrator in Social Engagement can optimize its configuration. Start by flagging search topics that gather posts which are owned by your organization or create a special tag to promote certain posts to users in Social Selling Assistant. Finally, you can share social profiles with other users to allow them post on their behalf. Flag social profiles in search rules as owned If you configured a search rule for posts from social profiles owned by your organization, you can flag them accordingly. This enables the recommendation model to clearly distinguish between content from profiles your organization owns and content owned by others, and process it accordingly. Flag owned profiles 1. In Social Engagement, go to Search Setup. 2. Select the search topic you want to update. 3. Select the search rule that contains the social profiles or create a new rule.

254 4. In the social profiles list, set Owned to Yes if your organization owns the profile. TIP As an ongoing process to ease maintenance, consider setting the Owned flag when new search topics and/or search rules are created in your organization. Share social profiles with other users Users of the Social Selling Assistant can either add their own social profiles or choose from shared profiles to share recommended content. To add a social profile or to share a social profile you own with other users, see Manage social profiles. Configure a custom tag to promote posts Enable your organization to amplify specific messages on social media. Build on the functionality of the Social Selling Assistant by manually promoting such messages to your salespeople by adding a specific tag to a post in Social Engagement. Specify a promotion tag 1. As an administrator in Social Engagement, go to Settings > Custom Tags. 2. Select the tag you want to use to promote posts. 3. Set the Social Selling Assistant setting to On. More information: Work with tags All posts that have the one or more of these tags will be promoted automatically to Social Selling Assistant. To promote a specific post to Social Selling Assistant, apply any of the tags that you marked here to that post. More information: Promote a post to the Social Selling Assistant

255 See Also See Also Increase your influence using the Social Selling Assistant Personalize the Social Selling Assistant for individual users Set up searches to listen to social media conversations Work with the Social Selling Assistant TechNet: Extend Dynamics 365 with integration and solutions

256 Personalize the Social Selling Assistant 1/25/ min to read Edit Online When using the Social Selling Assistant for the first time, users will get recommendations for all available search topics in Social Engagement. To personalize the experience, we recommend each user select specific topics that are of interest to them. Additionally, users must add their social profiles to be able to share content recommendations on their networks. Access the Social Selling Assistant dashboard To access the Social Selling Assistant in Microsoft Dynamics 365, go to Sales > Dashboards and select the Social Selling Assistant dashboard. If you don't see the Social Selling Assistant dashboard, contact your Microsoft Dynamics 365 administrator. More information: TechNet: Install the Social Selling Assistant Personalize the Social Selling Assistant When you open the Social Selling Assistant for the first time, you can personalize how you experience it. We currently offer two types of recommendations: one for sharing content and one for getting insights. Select which search topics you find relevant and choose whether you want to get insights about a group of search topics. Additionally, you add social profiles to share the recommended content. Configure your personal experience 1. Open the Social Selling Assistant. 2. In the personalization wizard, click Personalize. 3. Click Share Content, select the search topics that are relevant for you, and click Save to apply your changes.

257 4. Click Get Insights and manage the topics you want insights for. For example, you might create a new insight group for your business partners and add search topics relating to your partners to get insights so you can stay on top of what your partners are saying on social media. Click Save to apply your changes.

258 By default, Social Engagement creates Insight Groups for Customers, Competitors, and My brands. You can edit ( ), or remove ( ) them, and create ( ) additional insight groups. 5. If you have a responder or manager interaction role, click Social Profiles to add profiles you own. You can add profiles from LinkedIn Twitter, Facebook or Instagram to share content directly from the Social Selling Assistant. If your administrator shared a social profile with you, you can select it from the list. To add a social profile or to share a social profile you own with other users, see Manage social profiles. NOTE If you ve set the dark theme in Social Engagement, the Social Selling Assistant will inherit this setting. See also Increase your influence using the Social Selling Assistant Work with the Social Selling Assistant Configure Social Engagement for the Social Selling Assistant

259 Work with the Social Selling Assistant 1/25/ min to read Edit Online After personalizing the Social Selling Assistant for your individual use-case, you can start using it to discover and share posts that are of interest for your audience Share posts from your personalized feed When you work with the feed of your Social Selling Assistant, keep in mind that some actions also influence the underlying recommendation algorithm. The more inputs you provide to the system, the more it can learn and the more relevant posts it can recommend. Share is the main action for recommendations based on Share Content personalization settings. It lets you choose from your social profiles and to share the link to the selected post. More information: Publish and react to posts View is the main action for recommendations based on Get Insights personalization settings. It opens the details of the post and shows additional information. More information: Publish and react to posts Clicking Done indicates that you don't plan any further actions on this post. It will be removed from the post list in the Social Selling Assistant. Click More actions ( ) for more options to work with this post.

260 Clicking Not interested indicates to the algorithm that the recommended content wasn t relevant for you. This sends a signal to the recommendation model to improve it over time. You can click Copy to clipboard ( ) if you want to work with the source of the post. For example, you can create a new task in Microsoft Dynamics 365 if you plan to follow up on a post later. You can Retweet on Twitter. By default, posts are sorted by recommendation type. To change to a chronological order, click Sort ( ). To get the latest recommendations, click Refresh ( were present in the list prior to refreshing. To change your personalization settings, click Personalize ( ). Recommendation types Promote a post to the Social Selling Assistant ). New recommendations may or may not contain posts that There are four types of recommendations in the Social Selling Assistant. Posts in the assistant s feed can match more than one type. By default, posts are ordered as below. Promoted: Users in Microsoft Social Engagement with appropriate employee roles (i.e. a community manager) can promote posts in the Social Selling assistant by tagging them in Social Engagement. Think of it as a carefully selected Editor s pick. If a promoted post matches both Share Content and Insights, it will be shown for Share Content. Otherwise, it will be shown for Insights. Owned: Posts from profiles that your organization owns. Keep an eye for newsworthy announcements and help spreading the word. This recommendation type is currently not available for Insights. Trending: Popular posts matching the selected search topics. Usually, these are posts that are shared more often than others. Recommended: This is where the magic happens. A personalized machine learning algorithm looks at which posts you share and which you aren t interested in. It will adapt over time and refine its recommendations based on your personal usage patterns. Labels and colored borders indicate why a post shows in the list. When titled Insight: <Insight Group Name>, cards have blue borders, and the post originates from your personalization settings for Get Insights. Cards titled Share Content with yellow borders are based on the selected search topics for Shared Content. When a tag is configured to promote a post in the Social Selling Assistant, you can add this tag to any post you'd like to promote in the Social Selling Assistant.