Social Hub
Conditions, Actions, and Configurations
Thilo Reinartz, Senior Marketing Consultant
Contents
Overview
Use Cases
Tools
What is Social Hub
4
Social Data Flow
Single Platform
Sample Use Cases
Data
Sources
Data Sources
17
5
Realtime Data
Sources
18
6
Recent & Triggered
Data Sources
19
Scheduled Data
Sources
20
Historical Data
Sources
21
8-9
Content Libraries
11
Email Notifications
12
Threshold Alerts
13
Analyzer Scoring
14
Classifiers
15
Rules
Rules
23
Rule Design
24
Priority Groups
25
Conditions
Identifying
Content
27
Advanced
Query Tool
28
Conditions
29 - 39
Actions
Actions
41 - 43
Resources
Contact
Support
45
Resources
Pro-tip
Click on the Salesforce logo
anywhere in the presentation to
return to this slide. Only works in
presentation mode or when
converted to PDF.
46 - 47
Social Hub
Overview
What is Social Hub
Social Hub is a rules engine designed to process social media content
CONDITION(S)
ACTION(S)
RULE
Identify content
of interest
Perform
workflow
Automation
achieved
Social Data Flow
Managed
Account
Incoming
Post
Data
Source
Post
Content &
Metadata
Service
Cloud
Reply
to Social
Social Hub
Topic Profile
Social Web
Metadata
e.g. Post Labels, Status, or
User Assignment
Social
Studio
Social Web
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
Single Platform
Service
Cloud
Sales
Cloud
Marketing
Cloud
Social Data
Pipe
Radian6 buddy media
Social Data Platform
Social Studio
SSO
Users
Social Accounts
Social Web
Topic
Profiles
No matter which tool you are using, you
are always working with the same social
content
API
Automation
Rules
Settings &
Preferences
For example, when responding to a post
from Service or Sales Cloud, the response
will be visible in Social Studio as well
Use Cases
Sample Uses
IDENTIFY TWITTER
INFLUENCERS
ENFORCE SLA IN
SOCIAL STUDIO
Prioritize engagement with
influential Twitter accounts
Make sure your response
times are in keeping with
your service level agreement
Conditions
− Follower Count
− Verified status
− Author bio
Actions
− Apply author label
− Assign priority status high
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
VOLUME SPIKE
ALERTS
Create Cases or Leads from
social posts and respond to
posts directly from Service
Cloud/Sales Cloud via SCS
Set email alerts on the basis
of a percentage change in
volume or on reaching a
specified volume
Actions
− Send to Salesforce (SCS)
Actions
− Apply threshold alert
− Set up by Professional
Services is recommended
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
CATEGORIZE POSTS
REDUCE NOISE
Translate foreign language
posts to English, French, or
Spanish; translated text is
attached to post as a note
Categorize posts on the
basis of keyword matching,
e.g. issue types or products
mentioned
Remove noise from your
feed, such as retweets, posts
with hyperlinks, posts
containing specific words
Condition
− Language is not English
Condition
− Content/Content library
contains match
Conditions
− Retweet status is retweet
− Post contains hyperlink
− Content/Content library
contains match
Actions
− Translate post (works for
any language supported
by Bing)
− Customer must have Bing
credentials
Action
− Apply post label
Actions
− Apply post label
− Mark as spam
Tools
Content Libraries
A way to search for many keywords in a single
Condition
•
Each library may contain up to 1,000 search terms
•
Each search term may contain up to 5 words
•
May apply proximity to multi-word search terms
Use wildcard search (*) to broaden your query
•
Wildcard search can not be used within multiword
search terms
With the exception of @ and #, special characters are
not supported
Email Notifications
Create email templates with associated
distribution lists
•
Distribution list limited to 255 characters
•
Limit of 360 email templates per tenant
Use dynamic content in subject line and body
of email
•
Dynamic content is specific to the social post
that triggers the email notification
Tweet by @WillBlurb
Email Notification
Email Received
@Customerservice your product doesn’t
work as advertised. I want my money back!
Subject:
You have received a message from {author}
Subject:
You have received a message from WillBlurb
Message:
Please review the following message from
{author}
Message:
Please review the following message from
WillBlurb
{content}
@Customerservice your product doesn’t work as
advertised. I want my money back!
{author} has {followers} followers.
WillBlurb has 4 followers.
Threshold Alerts
API-only
Trigger threshold-based email alerts to pre-defined
distribution list
•
Put key stakeholders on email alert 24/7 for potential crisis
management
•
Pinpoint spikes in posts on your properties or monitored
keywords
•
Set threshold criteria flexibly as absolute number or %
change
•
Customize the email subject and sender display so
messages can be quickly recognized
Please Note
•
Threshold alerts cannot currently be configured via the
Social Studio user interface
•
Threshold alerts require setup via API
•
Professional Services are available to set up and configure
threshold alerts
Analyzer Scoring
Analyzers may be used to score posts that are
being sent to Salesforce
•
Score may be used to in Salesforce workflow
•
For example, create cases for posts with 110
points or more
•
Note that the score may only be used in
Salesforce
Analyzers may contain up to ten conditions
•
Each condition is assigned a point value
•
The point score will be adjusted according to the
assigned values (see example on the right) for
each condition an incoming post matches
Incoming Post Starting Value = 100 points
Contains Match in Content Library Foul Language
10 points
Author Label is Employee
-100 points
Hyperlink exists in content
-10 points
Is a retweet
-15 points
Contains match in Content Library First Person Language
10 points
Final score between -25 and 120 points
Classifiers
Classifiers use natural language processing to
classify social media posts
Once trained, a Classifier’s classification categories
may be used as a Condition in a Social Hub rule
Sample use case: Scholastic Aptitude Test
•
With sat as a keyword in a Topic Profile, how do you
distinguish between on-topic posts and noise?
•
Sat may be used to refer to the Scholastic Aptitude
Test, the past tense of to sit, or Saturday
•
Once trained, the classifier is able to distinguish
between the three uses of sat, allowing you to zero in
on the conversations of interest
Incoming Post
SAT
CLASSIFIER
CLASSIFICATION
CATEGORIES
Scholastic
Aptitude Test
Abbreviation
of Saturday
Rules
SOCIAL HUB
POST LABELS
Past tense of
verb to sit
SAT
Sit
Saturday
Data Sources
Defining the Feed
Data Sources
Data Sources define what social content Social Hub Rules
are applied to
Data Sources may contain Topic Profiles (broad listening)
or Managed Accounts (owned and authenticated social
properties)
•
A Data Source may contain up to 50 Managed Accounts
and up to 5 Topic Profiles
Data Sources also define other aspects of how social
posts are treated
•
Time frame: when is a post looked at
•
Limit keyword groups (Topic Profiles only)
•
Limit media types (Topic Profiles only)
•
Limit extended media types (Managed Accounts only)
Realtime Data Sources
Realtime Data Sources allow associated
Social Hub Rules to act on social media
posts as they are harvested
Recent & Triggered Data Sources
Recent Data Sources look at a moving window of time, from
up to 72 hours ago to a few minutes ago
Triggered Data Sources look for workflow updates to social
posts up to 30 days old
Recent and triggered Data Sources may be used in
combination with Realtime Data Sources
•
Permits layering of Social Hub rules
•
Action of an individual user could be trigger
•
Action of a Realtime Social Hub Rule could be trigger
Scheduled Data Sources
This type of Data Source permits associated
Rules to fire on a fixed weekly schedule
Historical Data Sources
This type of Data Source allows running Social Hub Rules on
social media posts that were published during a user
specified period
•
Between two dates
•
Between two dates at a specific time each day
Rules
Automating Workflow
Rules
Social Hub Rules automate social Marketing Cloud
workflow
Rules consist of Conditions and Actions
Condition  if this
•
Identify the desired subset of social data
Action  then that
•
Perform Workflow
Questions to consider:
•
Which Conditions require an Action?
•
What Action(s) is/are required?
Rule Design
Consider the Following
What content should Social Hub
identify?
Which posts are you looking for and
what attributes do they share?
•
E.g. keywords of interest, Twitter
follower count, or language
•
There may be multiple categories
Once identified, what should be done
with posts of interest?
CONDITION(S)
• Brand mention
• Twitter follower
count is greater
than 10,000
ACTION(S)
• Attach source
label “Influencer”
• Set engagement to
“Recommend
Follow-up”
• Assign to user
“XYZ”
RULE
• Assign all posts
from individuals
with a high
follower count to
an agent for
review
Priority Groups
To ensure that Social Hub Rules run in a specific order,
use priority groups
Priority Groups provide gating logic
•
Social Hub tests incoming posts against Rules until it
finds a match
•
Social Hub then tests posts against Rules in the next
Priority Group
•
After prioritized rules have run, unprioritized rules run
All Rules in a Priority Group must share a Data Source
Conditions
Identifying Posts of Interest
Identifying Content
Conditions are the user-defined criteria that a post must
meet for a Social Hub Rule to fire
•
Secondary Conditions define how the condition is applied
(e.g. is/is not, is greater than/is equal/is less than)
•
Tertiary Conditions are typically user defined keywords
•
How Conditions work together is defined by operators
(and/or/parentheses)
•
Greyed out Conditions are unavailable in conjunction with
realtime Data Sources
Maximum of 10 Conditions per Rule
Advanced Query Tool
Changing the Default Logic
The operators that govern the interactions
between Conditions may be changed by
clicking on the Advanced Query Tool
Conditions are identified as C1 to C10
Acceptable operators are and, or, as well as
parentheses
Clicking the Validate button ensures that the
logic of the order of operations is sound
Conditions
REALTIME
RECEN
T
CONDITION
DESCRIPTION
ASSIGNMENT
Identifies posts that have been assigned to a specified user in the client’s Radian6 environment. Search
options are:
• Is
• Is not
AUTHOR
Identifies posts published by a specified social handle. Search options are:
• Is
• Is not
• Starts with
• Contains
• Does not contain
x
x
AUTHOR BIO
Permits a keyword search of Twitter bios. Search options are:
• Contains string
• Doesn’t contain string
• Contains phrase
• Doesn’t contain phrase
• Starts with string
• Doesn’t start with string
• Contains string (case sensitive)
• Doesn’t contain string (case sensitive)
• Contains phrase (case sensitive)
• Doesn’t contain phrase (case sensitive)
• Starts with string (case sensitive)
• Doesn’t start with string (case sensitive)
x
x
x
Conditions
REALTIME
RECEN
T
Identifies posts with a specified author label. Search options are:
•
Is
•
Is not
x
x
CLASSIFIED
Identifies posts that match specified classifier categories. The set-up and training of a Classifier is a
prerequisite for using this condition. Search options are:
•
Is
•
Is not
x
x
CONTENT
Identifies posts that contain specific words or phrases. Keywords may be searched in the following
x
x
manner:
• Contains string
PLEASE NOTE
• Doesn’t contain string
• String based searches return a sequence of letters. E.g. the
• Contains phrase
string red is a match for the words red, reduced and
• Doesn’t contain phrase
Fredericton.
• Starts with string
• Phrase based searches return words in isolation. E.g. the
• Doesn’t start with string
phrase red is a match for the word red, but not reduced or
Fredericton.
• Contains string (case sensitive)
•
Use wildcards (*) to easily broaden searches. Note that
• Doesn’t contain string (case sensitive)
wildcards may not be used within multiword search terms.
• Contains phrase (case sensitive)
• “foo* sensitivity” will match only “foo sensitivity”
• Doesn’t contain phrase (case sensitive)
• “foo*” will match “foo”, “foot”, “food”, etc
• Starts with string (case sensitive)
• Doesn’t start with string (case sensitive)
CONDITION
DESCRIPTION
AUTHOR LABEL
Conditions
REALTIME
RECEN
T
Identifies posts that match search terms contained in a Content Library. This is a means of looking for
many search terms in a single Condition. Setting up a Content Library is a prerequisite for using this
Condition. Use wildcards (*) to broaden searches (see note above). Use @ and # to track @mentions
and hashtags. Search options are:
• Contains match in
• Does not contain match in
x
x
HYPERLINK
Identifies posts that contain hyperlinks. Search options are:
• Exists in content
• Does not exist in content
x
x
LANGUAGE
Identifies posts that match one of the languages listed in the dropdown menu. Search options are:
• Is
• Is not
x
x
MEDIA PROVIDER
Identifies posts that match one of the media providers listed in the dropdown menu. Search options are:
• Is
• Is not
x
x
CONDITION
DESCRIPTION
CONTENT LIBRARY
Conditions
CONDITION
DESCRIPTION
MEDIA TYPE
Identifies posts that match one of the media types listed in the dropdown menu. Search options are:
• Is
• Is not
REALTIME
RECEN
T
x
x
Secondary search options are:
• Blogs
• Facebook
• Forum
• Forum Replies
• Images
• Mainstream News
• MySpace
• Twitter
• Videos
NOTE
Identifies posts whose notes contain user specified phrases. Search options are:
• Contains
• Doesn’t contain
x
POST LABEL
Identifies posts to which a user specified post label has been attached. Search options are:
• Is
• Is not
x
Conditions
CONDITION
DESCRIPTION
POST PARENT
Identifies posts that do or do not have parent posts. Search options are:
• Exists
• Does not exist
POST SENT TO
SALESFORCE.COM
Identifies posts that have been sent to Salesforce. Search options are:
• As case
• As contact
• As lead
• As post
POST TITLE
Identifies posts whose titles contain user specified keywords. Search options are:
• Is
• Is not
• Contains
• Does not contain
• Starts with
PRIORITY
Identifies posts whose priority levels (low, medium, high) match the search criteria. Search options are:
• Is greater than
• Is less than
• Is equal to
REALTIME
RECEN
T
x
x
x
x
x
x
Conditions
CONDITION
DESCRIPTION
PUBLISH DATE
Identifies posts according to their publication time. Options are:
• Is greater than
• Is less than
Secondary options are:
• 1 minute ago
• 2 minutes ago
• 3 minutes ago
• 4minutes ago
• 5 minutes ago
• 10 minutes ago
• 15 minutes ago
• 20 minutes ago
• 25 minutes ago
• 30 minutes ago
REALTIME
RECEN
T
x
x
Conditions
CONDITION
DESCRIPTION
RADIAN6
CLASSIFICATION
Identifies posts that match or do not match one of the specified classification categories. Search options
are:
• Is
• Is not
Secondary search options are:
• Company/Stakeholder mention
• Company outreach
• Customer case
• Customer lead
• Legal/Can not respond
• Legal financial
• Product/Service Complaints
• Product/Service Compliments
• Product inquiry
• Product review
• Recommendation or referral
• Sales lead
• Unclassified
REALTIME
RECEN
T
x
Conditions
REALTIME
RECEN
T
Uses Radian6 region analysis to identify posts that are from or not from a specified country. Search
options are:
• Is
• Is not
x
x
RETWEET STATUS
Identifies posts that are retweets or posts that are not retweets. Search options are:
• Is a retweet
• Is not a retweet
x
x
SENTIMENT
Identifies posts that meet specified sentiment criteria. Search options are:
• Is greater than
• Is less than
• Is equal to
x
x
x
x
CONDITION
DESCRIPTION
REGION
Secondary search options are:
• Positive
• Neutral
• Negative
SOURCE LABEL
Identifies posts with a specified source label. Search options are:
• Is
• Is not
Conditions
REALTIME
RECEN
T
Searches posts for the source URL. Search options are:
• Starts with
• Contains
x
x
SPAM RATING
Identifies posts that match the specified spam rating. Search options are:
• Is spam
• Is not spam
x
x
STATUS
Identifies posts that match a specified engagement status. Search options are:
• Is
• Is not
CONDITION
DESCRIPTION
SOURCE URL
Secondary search options are:
• New Content, not reviewed
• Reviewed, determining best response
• Recommend follow up
• Commented, awaiting reply
• Commented, closed
• Referred
• Resolved, no further action required
• Reviewed, closed, no further engagement required
x
Conditions
REALTIME
RECEN
T
Identifies posts that were ingested via a specified Topic Profile. Only Topic Profiles that are part of the
Data Source may be selected. Search options are:
• Is
• Is not
x
x
TWITTER
FOLLOWERS
Identifies tweets from handles with specified follower counts. Search options are:
• Is less than
• Is greater than
x
x
TWITTER SOURCE
Identifies posts that were published using a specified publication tool. Search options are:
• Is
• Is not
• Starts with
• Contains
x
x
USER ACTIONS
Identifies posts based on whether user actions have occurred. Search options are:
• User actions have occurred
• User actions have not occurred
CONDITION
DESCRIPTION
TOPIC PROFILE
Secondary search options are:
• Since created
• Since last assigned
x
Conditions
CONDITION
DESCRIPTION
USER ASSIGNMENT
DATE
Identifies posts that match the specified user assignment criteria. Search options are:
• Occurred more than
• Occurred less than
REALTIME
RECEN
T
x
Secondary search options are:
• 5 minutes ago
• 10 minutes ago
• 15 minutes ago
• 30 minutes ago
• 1 hour ago
• 1.5 hours ago
• 2 hours ago
• 5 hours ago
• 8 hours ago
• 16 hours ago
• 24 hours ago
VERIFIED STATUS
Identifies whether or not a post comes from a verified Twitter account. Search options are:
• Is verified
• Is not verified
x
x
Actions
Performing Workflow
Actions
ACTION
DESCRIPTION
ADD AUTHOR LABEL
Adds a meta-data label viewable by internal users which is specific to the post’s
author (e.g. Twitter handle, Facebook account)
x
ADD NOTE
Attaches a note to the social post viewable by all internal users that can see that
social post.
x
ADD POST LABEL
Adds a meta-data label/post label to the post which is only viewable by internal
users.
x
x
ADD SOURCE LABEL
Adds a meta-data label viewable by internal users which is Source specific. In the
case of Twitter this relates to a handle. In the case of blogs it relates to the website.
x
x
APPLY THRESHOLD
ALERT
Trigger threshold-based email alerts to a user defined distribution list. Only possible
via Social Hub. Set up via API (requires Professional Services).
x
ASSIGNMENT
Assigns a post to any user in the client’s Radian6 environment.
x
DELETE FROM
FACEBOOK
This action will delete natively from managed account Facebook Pages any posts,
unpublished posts, comments, and replies that match the specified conditions.
Once deleted, posts cannot be recovered. Only possible via Social Hub.
x
* Please note, Marketing Cloud refers to the suite of social media products, including:
Social Studio, Social Hub, Social Account Manager, and Radian6 Analysis Dashboard
MARKETING CLOUD*
SERVICE CLOUD
Actions
ACTION
DESCRIPTION
MARKETING CLOUD
DETECT LANGUAGE
Identifies the language of a post.
x
REMOVE AUTHOR
LABEL
Removes a specified author label from posts.
x
REMOVE POST LABEL
Removes a specified post label from posts.
x
REMOVE SOURCE
LABEL
Removes a specified source label from posts.
x
SCORE POST
Apply an analyzer score to your post for prioritization in Service or Sales Cloud
SCORE SENTIMENT
This action automatically determines and sets the sentiment of the post
x
SEND EMAIL
Sends a user specified stock email to a predetermined distribution list. Select from
any email that has been saved under the Email Notifications Tab in Social Hub.
Social Hub only.
x
SEND TO
SALESFORCE (SCS)
Creates objects in the client’s Salesforce.com Organization. Select from the
following options:
PLEASE NOTE
• Create case
• Social Studio Macro creation is planned for the April release. In the
• Create lead
•
meantime, the Social API can be used to create a Lead Macro.
APEX customization will be required to autocreate leads in SCS.
SERVICE CLOUD
x
x
Actions
ACTION
DESCRIPTION
MARKETING CLOUD
SERVICE CLOUD
SET PRIORITY
Sets the priority of a post. Options are:
• Low
• Medium
• High
x
x
SET RADIAN6
CLASSIFICATION
Sets the post’s engagement type. Options are:
• Company/Stakeholder mention
• Company outreach
• Customer case
• Customer lead
• Legal/Can not respond
• Legal financial
• Product/Service Complaints
• Product/Service Compliments
• Product inquiry
• Product review
• Recommendation or referral
• Sales lead
• Unclassified
x
SET SENTIMENT
Assigns a user specified sentiment value to a post. Options are:
• Positive
• Somewhat Positive
• Neutral
• Somewhat Negative
• Negative
x
Resources
Helpful Links and Contacts
Contact Customer Support
Methods
WEB
Find Support and Training resources on the Help and Training Portal
To ensure timely service,
please refer to the Best
TWITTER
Ping us on Twitter @mcloudsupport
Practices for Contacting
Customer Support Knowledge
Article. Here you will find a list
of items to include when
EMAIL
Email our support team at marketingcloudsupport@salesforce.com
submitting a case to
Salesforce Marketing Cloud
Customer Support.
PHONE
Call us at 1-888-672-3426
Resources
LINK
DESCRIPTION
Help & Training Portal
Searchable Database of Help & Training Resources
Social Hub
Collection of Documentation and Knowledge Articles
Getting Started With Social Studio
Collection of Social Studio Resources
Social Studio User Guide
Web-based user guide
Social Studio Mobile User Guide
Web-based user guide
Social Studio Macros
Web-based user guide
Connecting Social Accounts
Web-based user guide
Engage in Social Studio
Web-based user guide
Analyze in Social Studio
Web-based user guide
Topic Profiles
Web-based user guide
Resources
LINK
DESCRIPTION
Radian6 Analysis Dashboard Quick Start
Collection of Analysis Dashboard Resources
Radian6 Topic Profile User Guide
Downloadable PDF
Radian6 Topic Profiles and Keywords
Training Video
Radian6 Topic Profile Optimization User Guide
Downloadable PDF
Radian6 Analysis Dashboard User Guide
Downloadable PDF
Radian6 Analysis Dashboard
Training Video
Radian6 Reporting User Guide
Downloadable PDF
Radian6 User Roles
Knowledge Article
thank y u