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Social Networking > About Oracle Social Engagement and Monitoring

About Oracle Social Engagement and Monitoring

Oracle Social Engagement and Monitoring is a separate application that monitors social media sites for comments about your company, to help you to respond appropriately to such comments. When an Oracle Social Engagement and Monitoring user detects a comment that contains an issue or complaint that needs to be addressed through a service request in Oracle CRM On Demand, the user can send details of the comment directly from Oracle Social Engagement and Monitoring to Oracle CRM On Demand, by clicking Send to CRMOD. When Oracle CRM On Demand receives the information, the following happens:

• Oracle CRM On Demand creates a social media record for the issue that includes a URL to the post, the name of the post's author, and the name of the social community where the post is located.
• Oracle CRM On Demand creates a social profile record (if one does not already exist) for the author of the post. If possible, Oracle CRM On Demand associates the social profile to an existing contact in Oracle CRM On Demand.
• Oracle CRM On Demand creates a service request record and an activity record to resolve the issue.

A customer service representative can then follow up on the service request and resolve the issue.

To enable the service request features, your company administrator must add the Oracle Social Engagement and Monitoring fields to the service request page layout for your role. For more information on the specific social media fields, see Service Request Fields. For more information on how to add fields to a page, see Customizing Static Page Layouts.

Related Topics

See the following topics for related information about social media and social profiles:

• Social Media
• Social Profiles