A solid overview of the Salesforce Social Automation and Social Customer Service (SCS) solution including use cases and benefits.

1. Social Automation & SCS

2. ​ Social Automation is designed to process social media content
Automation
achieved
Perform
workflow
Identify
content of
interest
What is Social Automation
CONDITION(S) ACTION(S) RULE

3. Social Data Flow
Topic Profiles and Managed Accounts harvest posts from the
Social Web
Social Hub Rules may be used to automate workflow
Using Managed Accounts, it is possible to publish to
Facebook or Twitter from Social Studio or Salesforce
Social Hub
Topic Profile
Managed
Account
Data
Source
Post
Content &
Metadata
Metadata
e.g. Post Labels, Status, or
User Assignment
Reply
to Social
Service
Cloud
Social
StudioSocial Web Social Web
Incoming
Post

4. Overview
Social Data Flow
Social Networks Marketing Cloud Service Cloud
Listening
Automation
(Social Hub)
Manual
Engagement
(Social Studio)
Apex
Standard
Objects
Agent-Facing UI
ConnectorsPublisher

5. Single Platform
​ No matter which tool you are using, you are
always working with the same social content
​ For example, when responding to a post from
Service or Sales Cloud, the response will be
visible in Social Studio as well
Service
Cloud
Sales
Cloud
Radian6 buddy media
Social Data Platform
Social Web
Social Data
Pipe
SSO API
Users Social
Accounts
Topic
Profiles
Automation
Rules
Settings &
Preferences
Marketing
Cloud
Social
Studio

6. Use Cases

7. Sample Uses
IDENTIFY TWITTER
INFLUENCERS
Prioritize engagement with
influential Twitter accounts
Conditions
− Follower Count
− Verified status
− Author bio
Actions
− Apply author label
− Assign priority status high
ENFORCE SLA IN
SOCIAL STUDIO
Make sure your response
times are in keeping with
your service level
agreement
Conditions
− Actions have/have not
occurred since post was
assigned/created
− Post was assigned more
than X minutes ago
Actions
− Assign post to manager
− Alert manager by email
SEND POSTS TO
SERVICE/SALES CLOUD
Create Cases or Leads from
social posts and respond to
posts directly from Service
Cloud/Sales Cloud via SCS
Actions
− Send to Salesforce (SCS)
VOLUME SPIKE ALERTS
Set email alerts on the basis
of a percentage change in
volume or on reaching a
specified volume
Actions
− Apply threshold alert
− Set up by Professional
Services is recommended

8. Sample Uses
FIND & DELETE
FACEBOOK PROFANITY
Delete any offensive
content from your
Facebook page
Condition
− Content/Content library
contains match
Action
− Delete from Facebook
TRANSLATE POSTS
Translate foreign language
posts to English, French, or
Spanish; translated text is
attached to post as a note
Condition
− Language is not English
Actions
− Translate post (works for
any language supported
by Bing)
− Customer must have Bing
credentials
CATEGORIZE POSTS
Categorize posts on the
basis of keyword matching,
e.g. issue types or products
mentioned
Condition
− Content/Content library
contains match
Action
− Apply post label
REDUCE NOISE
Remove noise from your
feed, such as retweets,
posts with hyperlinks, posts
containing specific words
Conditions
− Retweet status is retweet
− Post contains hyperlink
− Content/Content library
contains match
Actions
− Apply post label
− Mark as spam

9. Why? Social and Support Struggle with Disconnected Tools
Customer ServiceSocial Service Teams
Unable to view social conversations
Multiple solutions, teams, and
metrics
Incomplete customer view
Inundated with social posts
Disconnected systems with poor metrics
Generic customer conversations

10. Tying Social to CRM Improves Internal & Customer Outcomes
Three Key Benefits to Social CRM
Stronger ROI and
Business Case
Greater Operational
Efficiency
Improved Customer
Experience

11. What Social in the Customer Success Platform Really Means
​ Key Features of Social in Service Cloud and Associated Business Impact
Feature
Social
Customer
Service
Other
Providers Business Impact
Create social case in Service Cloud ✔ ✔ Provide visibility of any issues on social to anyone engaging with the customer
Reply to social from Service Cloud ✔ ? Enable agents to reply from social or move to other channels as needed
Show unified cross-channel interaction history ✔ ? Provide holistic interaction history to best inform how to engage with the customer
Customizable CRM and third party data ✔ ? Ensure comprehensive view of the customer, including third party data sources
Post-to-case association logic ✔ ? Avoid case duplication that degrades reporting accuracy
Expose social metadata on cases ✔ ? Use social metadata (influencer, topic, sentiment) to route and prioritize cases
Leverage cross-channel knowledge base ✔ ? Improve service levels and streamline Knowledge Base maintenance efforts
Link of social persona to contact in CRM ✔ ? Enables sales / marketing to leverage data gathered in service interactions
Close social case in Service Cloud ✔ ? Ensure accurate reporting and interaction history for future reference
Customizable SLA monitoring / alerts ✔ ? Drive awareness and escalations to ensure SLAs are met
Social reporting (volumes, time to reply, etc.) ✔ ✔ Track social team workloads and adherence to SLA objectives
Social in customizable cross-channel reporting ✔ ? Show social case workloads and processing speed relative to other channels
Full Twitter content available at no extra charge ✔ ? Injecting Tweets from a 3rd party app into SFDC requires Premium Twitter contract