4Working With Social Media Screens and Views
Working With Social Media Screens and Views
This chapter provides an overview of using Oracle Social Engagement and Monitoring with Siebel Service. It includes the following topics:
Example of Sending a Social Media Post from Oracle Social Engagement and Monitoring to Siebel Service
Oracle Social Engagement and Monitoring allows you to define searches and review social media posts over a given period. When a post is identified as a potential service issue, a community manager can select the individual post and forward it to Siebel Service through a Send-to-Siebel operation.
Viewing Social Media Posts and Sending Posts to Siebel Service
Use the following task to view and send social media posts to Siebel Service.
To view social media posts and send a post to Siebel Service
In Oracle Social Engagement and Monitoring, navigate to the Streams screen.
The Streams screen displays multiple social media channels in an inbox format, which allows you to filter by channel or message.
Select a message to view a detailed view.
Click the Tools button, and select Send to Siebel from the menu.
After the social media post has been sent to Siebel Service, a service request number is returned to Oracle Social Media Engagement and Monitoring to confirm the creation of the service request.
Viewing Social Media Posts in Siebel Service
Use the following task to view social media posts in Siebel Service.
To view the social media post in Siebel Service
In Siebel Service, navigate to Service Requests, then All Service Requests.
In the All Service Request view, query on the service request number that was sent to Oracle Social Media Engagement and Monitoring.
Click the SR # link and view the service request in the Service Request detail view.
The Service Request detail view includes a link to the original post in Oracle Social Engagement and Monitoring. Click the link to return to Oracle Social Engagement and Monitoring where you can re-engage with the customer.
Example of Adding Details to the Siebel CRM Social Profile View
The Social Profile view provides a framework and data model for storing social profiles and related social profile attributes for a Siebel contact. It provides a more comprehensive view of each contact incorporating data from social media channels. You can do the following:
Store an unlimited number of named social media accounts and profiles for each contact in the Individual Contacts view.
Store detailed profile and attribute data, such as interests, likes, followers, friends, tweets, retweets, and the location of each social media account.
Adding Details to the Siebel CRM Social Profile View
Use the following task to adding details to the Siebel CRM Social Profile view.
To view and add contact details in the Social Profiles view
In Siebel CRM, navigate to the Contacts screen, then click the Social Profile view tab.
Select a social profile.
The Social Profile Attributes view appears.
In the Social Profile Attributes view, add attributes, such as a Twitter profile, a user’s number of followers, a Facebook profile, the number of Likes, and so on to the Social profile.