10Social Experience

Social Experience

About Social Experience

Oracle RightNow Social Experience (Social Experience) is your organization’s gateway to providing exceptional service on the social cloud.

A set of complementary features, each representing a different, powerful way of interacting with customers using social media, comprise Social Experience. While each component serves a distinct purpose, they can be used together to create a wide-ranging social web presence. By engaging with your customers using leading social channels or providing a targeted social channel of your own, you can foster dynamic customer relationships, deliver powerful support offerings, and build brand loyalty.

To make the most effective use of social media, be sure to review each feature and consider its benefits to your service initiatives. Together, the major components summarized here provide a comprehensive solution for organizations looking to expand and solidify their social media presence.

Communities—The Communities feature of Social Experience is not available to new Oracle Service Cloud customers beginning with the August 2015 release. If you are an existing customer using Social Experience communities, refer to Communities in the May 2015 documentation.

Channels—An extensive variety of methods by which your staff can communicate with your customers. Channels refer to all of the available sources of social messaging, incoming incidents, and outgoing responses that are monitored and processed by Service Cloud. In addition to traditional sources such as Service and Outreach mailboxes, chat, and the Ask a Question page, channels support leading social media such as Facebook, Twitter, YouTube, and RSS feeds. Refer to Channels: Overview.

Social Monitor—With Oracle RightNow Social Monitor Cloud Service (Social Monitor), you can monitor and participate in conversations on the social web. You can also interact with your customers by searching leading social media services, create incidents in Oracle Service Cloud, and include social media in your Oracle RightNow Outreach Cloud Service and Oracle RightNow Feedback Cloud Service messages. You can improve customer experiences by identifying trends in customer issues and opinions, and proactively communicate with customers through social channels using incidents. Refer to Social Monitor: Overview.

Self Service for Facebook—Oracle RightNow Self Service for Facebook Cloud Service is a social web solution you can use to embed a set of Oracle Service Cloud service features directly on your organization’s Facebook page. As a result, your organization can deliver a consistent experience to customers and fans on Facebook while maintaining a unified view of customer interactions across channels. Refer to Self Service for Facebook: Overview.

Communities

About Communities

The Communities feature of Social Experience is not available to new Oracle Service Cloud customers beginning with the August 2015 release.

If you are an existing customer using Social Experience communities, refer to Communities in the May 2015 documentation.

Channels

Channels: Overview

Channels are the forms of communication by which your staff members listen and respond to your customers.

In Oracle Service Cloud, channels refer to all of the available sources of social messaging, incoming incidents, and outgoing responses that are monitored and processed by your site. Channels are helpful for routing new incidents to the agent desktop using the Incident.Channel field as a rule condition in business rules. See About Business Rules Management.

Oracle Service Cloud supports a broad range of channels that fall into two main categories:

  • Standard channels—Traditional channels through which incidents are created and responded to. These include CSS Email (email submitted to a Service mailbox), MA Email (email submitted to an Outreach mailbox), Phone, Fax, Post, CSS Web (Ask a Question), MA Web (created by a campaign or advanced survey), Chat, and Email (responses sent to customers by email). Standard channels are most commonly used to reference incident thread sources that are configured in Oracle Service Cloud and Oracle RightNow Outreach Cloud Service, such as mailboxes, chat sessions, and campaign flow actions. See Responding to incidents.

  • Social channels—Channels used by the Social Monitor Cloud Service (also known as the social monitor) to search the social web for comments, opinions, and issues related to your organization and its products. These channels include a variety of social media such as Facebook, Twitter, YouTube, and RSS feeds. Social channels are most commonly used when performing cloud searches and to indicate the sources of incident thread entries. See Understanding social channels.

You can edit the name of each channel to suit your business needs. However, the default names are appropriate for most implementations.

Understanding social channels

Social channels are used with the social monitor to search the social web for posts and comments related to your organization and its products.

These channels include a variety of social media such as Facebook, Twitter, YouTube, and RSS feeds. While many social channels feature default channels that can be used to monitor public feeds, Oracle Service Cloud supports additional functions based on the services each social media source provides.

  • Custom channels are used to define and extend the range of sources that your organization can monitor. For example, if your organization maintains a Facebook page, you can create a custom channel to focus your cloud searches on the posts and comments on that page. Custom channels can be created for Facebook and RSS feeds using the Channels editor.

  • Channel accounts enable your staff members to monitor and respond to incidents from your organization’s social media accounts. A channel account is a shared credential that allows designated staff accounts to perform service functions through a single social media account that requires login and password authentication. In this way, you can provide agents with the access they need to assist customers while maintaining the confidentiality of your social media account logins. Because channel accounts can be associated with specific staff members and groups, they can be used to govern access to different custom channels from the same social media site. This is helpful if, for example, your product teams maintain separate Twitter accounts for different purposes. Channel accounts can be created for Facebook and Twitter using the Channel Accounts editor.

  • Channel types can be used with Facebook, Twitter, and YouTube to associate social monitor incidents with contacts based on their social media user names. See Storing social media user names.

Note: Because most social media services are external to Oracle Service Cloud, it is important to consider potential security risks and take the appropriate precautions associated with third-party login information, customer data, and application code. See channel accounts.

Edit a channel name

You can edit the name of any channel to suit your specific business needs or preferences.

To edit the name of a social channel the social monitor must be enabled. To enable the social monitor, contact your Oracle account manager.
Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channels. The Channels tree displays on the left side of the content pane listing all of the channel types.

  3. Click the down arrow (Expand All) at the top of the Channels tree to display all channels grouped by channel type, then select the channel you want to edit. The channel’s settings display on the Channels editor on the right side of the content pane.

  4. Type a new name for the channel in the Name field.

  5. Click Save to save your changes.

Adding Facebook channels

You can add custom Facebook channels to focus your social cloud searches on your organization’s Facebook pages.

Facebook is a social media network on which users can post personal profile information, submit status updates, exchange messages, and participate in groups and events. Fan pages are public web pages on Facebook that you can use to share your organization and its products and services. Facebook does not support searches of its public feed. You can only search Facebook fan pages. By adding a custom Facebook channel, you can perform cloud searches of the posts on your organization’s Facebook fan page. See Add a cloud search.

If you want your staff to be able to interact with customers on Facebook, you can also define a channel account to permit specific staff members to monitor your Facebook pages and send responses. When agents reply to Facebook posts, their replies appear to come from the fan page and not from individual personas. Refer to Respond to a Facebook post.

Note: Because each Facebook fan page is associated with a specific Facebook account, each custom Facebook channel can have only one channel account per fan page. For this reason, Facebook account credentials are configured on the Channels editor and the Channel Accounts editor is used to specify which staff accounts have access.

You can also configure Oracle Service Cloud to store Facebook user IDs in contact records. Refer to Storing social media user names.

Add a custom Facebook channel

Configure Facebook account credentials for one of your organization’s Facebook fan pages so that it can be monitored with cloud searches.

The social monitor must be enabled in order to use custom channels with your application. To enable the social monitor, contact your Oracle account manager.
Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channels. The Channels tree displays on the left side of the content pane listing all of the channel types.

  3. Click Facebook in the Channels tree.

  4. Click New. The Channels editor is displayed on the content pane.

  5. Type a name for the custom channel in the Name field.

  6. Click Grant Access. If you are not already logged in to Facebook in Internet Explorer, the Facebook Login window displays. Enter the credentials for the Facebook account associated with the page you want to monitor, then click Log In.

    Note: If you are using a Facebook account other than the one used to administer the page, the person who administers the Facebook page must add your account as an admin for the page through Facebook.
    The profile name and image of the authenticated account is displayed on the Channels editor and a message informs you that you have been granted access.

  7. Click OK on the granted access message to close it.

  8. Enter the field information on the Channels editor described in the following table.

    Table Facebook Channels Editor

    Field Description

    Fan Page

    Click to select the fan page that you want to monitor. Available options include all pages administered by the Facebook account you are using. To enter a different fan page ID, select Advanced: Custom Fan Page ID. If you do not want to indicate a specific fan page at this time, select None.

    When you select an existing page, its fan page ID is automatically populated in the Fan Page ID field.

    *Fan Page ID

    Type the Facebook page ID.

    This field is editable only when you select Advanced: Custom Fan Page ID from the Fan Page menu. To manually obtain a Facebook page ID, navigate to your organization’s fan page in Facebook. The Facebook page ID is the 15-digit number visible near the end of the URL in the browser address bar.

    Private Messaging Permissions These options define how private messages received by this account will be processed by Oracle Service Cloud.

    Monitor

    Select to allow staff members to monitor the account’s private messages. Private messages will be reflected on the Social Monitor dashboard and will appear in search results.

    Respond

    Select to allow staff members to send incident responses to a customer’s private messages using the channel account. Responses to a customer’s private message will default to a private message response, although the agent can specifically mark it as a public message. Private message conversations must be initiated by a customer.

    Automatically Create Incident

    Select to automatically create new incidents from all private messages received by the channel account.

    This check box is available only when the Monitor option is selected.

    Channel Options

    These options are used to manage monitoring of the channel.

    Disabled for Social Monitor

    Select to disable the channel, which will prevent staff members from using it.

    Enable Subscriptions

    Select to make the channel available for monitoring on a subscription basis. See Add a cloud search.

    Interface Label

    This section contains the names of all available interfaces, the languages they are implemented in, and the language-specific label of the channel. See clone.

    By default, the Label field is populated with the name you typed in the Name field. When using multiple-language interfaces, you must type the label in the Label field in the language of the interface.

  9. Click Save.

    Note: Once the channel is saved and has been used to perform cloud searches, the Search Manager button on the Channels editor ribbon will become active. This function provides access to a utility for managing cloud searches by channel. See Manage cloud searches for a channel.

Provide staff access to a Facebook channel

If you want your staff to be able to interact with customers on Facebook, you must configure a channel account to permit specific staff members to monitor and send responses on a custom Facebook channel.

The social monitor must be enabled in order to use channel accounts with your application. To enable the social monitor, contact your Oracle account manager.
Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channel Accounts. The Channel Accounts tree displays on the content pane.

  3. Click the arrow next to a Facebook custom channel to expand it and then click its contained channel account. The Channel Accounts editor is displayed

  4. Enter the field information for the Channel Accounts editor described in the following table.

    Table Facebook Channel Accounts Editor

    Field Description
    *Name Type a name for the Facebook channel account in this field. The default value is the Facebook custom channel name.
    Accounts Select a group check box to associate all staff members in the group with the channel account or expand the group to select staff members individually. To select all groups, select the Select All check box.

    You can also assign a staff member to a channel account from the Staff Accounts editor. See Grant channel account access to a staff account.

  5. Click Save.

Adding Twitter channel accounts

A Twitter channel account allows your agents to monitor and respond to Twitter messages using Oracle Service Cloud.

Twitter is a popular social media site on which users can post short messages (tweets) and follow similar posts from other users. Oracle Service Cloud provides a default Twitter channel that you can access through the social monitor to perform searches of Twitter’s public feed. In order to monitor the Twitter public feed, you must first create a Twitter channel account and then use it to enable the public Twitter feed for social monitoring.

Channel accounts also allow you to monitor and automatically create incidents from private messages sent to your organization’s Twitter accounts.

Access to Twitter channel accounts can be restricted to specific groups and accounts. For instance, your product teams may maintain separate Twitter accounts for different purposes. Channel accounts allow you to extend authentication to these different channels for different staff members or groups.

Tip: When you add a channel account, your agents can respond to Twitter messages publicly or privately from the agent desktop. However, because handling customer issues publicly can be problematic, you should always encourage your customers to communicate privately when resolving support issues through the Twitter channel. See Responding to Twitter posts.

You can also configure Oracle Service Cloud to store Twitter user names in contact records. See Storing social media user names.

Add a channel account for Twitter

If you want your staff to monitor and respond to public or private Twitter messages using one of your organization’s Twitter accounts, you must add a Twitter channel account.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channel Accounts. The Channel Accounts tree displays on the content pane.

  3. Click Twitter in the Channel Accounts tree, then click New. The Channels Accounts editor is displayed on the content pane.

  4. Enter the field information on the Channels Accounts editor described in the following table.

    Table Twitter Channels Accounts Editor

    Field Description

    *Name

    Type a name for the Twitter channel account in this field.

    @Mention Monitoring Enabled

    Select to allow staff members to perform cloud searches for mentions of this Twitter channel account in the Twitter public stream. Refer to Add a cloud search.

    Private Message Permissions

    The following permissions define how private messages received by this account will be processed by Oracle Service Cloud.

    A Twitter account can receive private (direct) messages from anyone when the Receive Direct Messages From Anyone setting in Twitter security and privacy settings is selected. Also, a Twitter account can reply to anyone that sends a private message. For more information, refer to Twitter.

    Monitor

    Select to allow staff members to monitor the account’s private messages. Private message search results will be displayed in the social monitor when you click the new Private Messages button on the ribbon. Refer to Monitor private messages from Twitter.

    Respond

    Select to allow staff members to send incident responses to private messages using this channel account. Refer to Responding to Twitter posts.

    Automatically Create Incident

    Select to automatically create new incidents from all private messages received by the channel account.

    This option is available only when the Monitor option is selected.

    Accounts

    Select a group check box to associate all staff members in the group with the channel account or expand the group to select staff members individually. To select all groups, select the Select All check box.

    You can also assign a staff member to a channel account from the Staff Accounts editor. See Grant channel account access to a staff account.

  5. Click Grant Access. The Twitter Authorization window displays.

  6. Enter the credentials for the Twitter account, then click Authorize App. A message informs you that you have been granted access.

  7. Click OK on the granted access message to close it.

  8. Click Save.

Enable the public Twitter channel for social monitoring

In order to monitor and respond to messages on the public Twitter feed, use the channel editor to associate a Twitter channel account and configure channel options.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channels. The Channels tree displays on the left side of the content pane listing all of the channel types.

  3. Double click Twitter in the Channels tree, then select the Twitter channel. The Twitter channel is displayed in the Channels editor on the content pane.

  4. Enter the field information on the Channels editor described in the following table.

    Table Twitter Channel Editor

    Field Description

    *Name

    Type a name for the channel in this field.

    When you move to another field, the Label field in the Interface Label section is populated with the name you typed in the Name field.

    Channel Account

    Click to select the channel account you want to use to authenticate cloud searches.

    You must select a channel account in order for the public Twitter channel to be available for monitoring.

    Disabled for Social Monitor

    Select to disable the channel, which will prevent staff members from using it.

    Interface Label

    This section contains the names of all available interfaces, the languages they are implemented in, and the language-specific label of the channel. Refer to clone.

    By default, the Label field is populated with the name you typed in the Name field. When using multiple-language interfaces, you must type the label in the Label field in the language of the interface.

    Note: Because Twitter channels do not support social monitor subscriptions, the Enable Subscriptions check box is inactive for this channel.

  5. Click Save.

Add a custom RSS channel

In addition to monitoring leading social media services, you can define custom RSS channels to monitor content posted in publicly accessible RSS feeds. Oracle Service Cloud supports feeds that conform to the RSS 2.0, ATOM, and RSS (RDF) 1.0/.90 standards.

With custom RSS channels, staff members can monitor RSS feeds (such as news headlines) for content. For example, if your organization releases a new product or service, you can search for your product or service using an RSS channel to see what the media are reporting. Because you are generally searching news headlines with RSS channels, it is not possible to respond to RSS feeds.
Note: RSS channels do not support channel accounts because agents cannot respond to customers through RSS.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channels. The Channels tree displays on the left side of the content pane listing all of the channel types.

  3. Click RSS in the Channels tree.

  4. Click New. The Channels editor is displayed on the content pane.

  5. Enter the field information on the Channels editor described in the following table.

    Table RSS Channel Editor

    Field Description

    *Name

    Type a name for the custom channel in this field.

    When you move to another field, the Label field in the Interface Label section is populated with the name you typed in the Name field.

    *URL

    Type the URL of the RSS feed. The URL must begin with http:// or https://.

    Oracle Service Cloud supports RSS 2.0, ATOM, and RSS (RDF) 1.0/.90 feeds.

    Validate

    Click to verify that the feed’s URL and format are valid. A message will appear next to the button indicating that the feed is valid or invalid.

    Disabled for Social Monitor

    Select to disable the channel, which will prevent staff members from using it.

    Enable Subscriptions

    Select to make the channel available for monitoring on a subscription basis. See Add a cloud search.

    Interface Label

    This section contains the names of all available interfaces, the languages they are implemented in, and the language-specific label of the channel. See clone.

    When using multiple-language interfaces, you must type the label in the Label field in the language of the interface.

  6. Click Save.

Using the YouTube channel

Oracle Service Cloud provides a default YouTube channel that you can access through the social monitor to perform searches of YouTube’s public feed.

YouTube is a popular social media site on which users can view and share videos. Because agents cannot respond to customers through YouTube, the default YouTube channel provided by Oracle Service Cloud does not support custom channels or channel accounts The channel is provided strictly for monitoring purposes so that you can see what YouTube users are saying about your products or services. Refer to Add a cloud search.

You can also configure Oracle Service Cloud to store YouTube user names in contact records. Refer to Storing social media user names.

Grant channel account access to a staff account

In order to respond to incidents created through a social channel, agents must first be granted access to a channel account configured for that channel. While you can grant channel account access to groups and agents through the Channel Accounts editor, you can also provide access to specific agents by editing their staff accounts.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Staff Accounts by Profile. The report opens on the content pane.

  3. Double-click the staff account that you want to grant channel account access to. The Staff Accounts editor opens.

  4. Click Channels. The Account Channels editor opens. The Channels section lists the default and custom social channels configured in Oracle Service Cloud and the number of associated channel accounts for which the staff account has been granted access.

  5. Click the channel that you want to provide access for. The Channel Accounts section displays any channel accounts that are currently associated with the staff account for the selected channel.

  6. Click Add. The Channel Accounts window opens, displaying all of the channel accounts associated with the channel you selected that are not restricted from or already associated to the staff account.

  7. Double-click the channel account you want to add. The Channel Accounts window closes and the channel is added to the Channel Accounts section on the Accounts Channel editor.

  8. To change the default channel account, select the radio button in the Default column of the desired default channel account.

    Note: The default channel account is the channel account that staff members will use when responding to incidents. However, if they have been granted access to more than one channel account, they will have the option to select another channel account at that time. Refer to Responding through social channels.

  9. Click Save.

Storing social media user names

When monitoring certain channel types, Oracle Service Cloud can store your customers’ social media identifier in their contact records which allows you to associate incoming social monitor incidents with contacts based on their social media accounts and helps agents identify where posts originate.

When an incident is created through Facebook, Twitter, or YouTube, Oracle Service Cloud searches all contacts for an instance of the associated social media identifier. If a matching identifier is located, the incident is automatically associated with the contact. If no matching identifier is found, a new contact containing the identifier is created for the incident.

  • When an incident is created through a Facebook channel, Oracle Service Cloud populates the Channel Usernames field in the contact record with the post author’s Facebook user ID.

  • When an incident is created through Twitter or YouTube, the Channel Usernames field is populated with the user name from the channel.

In addition to this automated process, contacts and staff members can be permitted to add and edit user names for each channel type, based on the visibility settings on the Channel Types editor and the configuration of the customer portal and agent workspace.

  • Contacts can add, edit, and view their Facebook, Twitter, and YouTube user names through the ChannelAllInput and ChannelAllDisplay widgets on the customer portal. Refer to Customer Portal Widgets.

  • Staff members can add and edit Facebook, Twitter, and YouTube user names for contacts from a custom contact workspace. Before staff members can add and edit social media user names, the Channel Usernames field must be added to the contact workspace. Refer to Quick Access toolbar.

Note: Channel types are not interface specific and cannot be deleted.

Edit a channel type

You can permit staff members and contacts to add and edit social media user names based on the channel type visibility settings.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Customizable Menus. The Customizable Menus tree opens on the content pane.

  3. Click the System Menus drop-down arrow, then click Channel Types. The Channel Types editor is displayed.

  4. To rename a channel:

    1. Click it in the Label column. The Interface Visibility section displays, showing the names of all available interfaces, the languages they are implemented in, and the language-specific label of the channel.

    2. Type the new name for the channel type. When you move to another field, the Label field in the Interface Visibility section is populated with the name you typed.

      Note: When using multiple-language interfaces, type the label in the Label field in the language of the interface.

  5. To remove channel type visibility for staff members and contacts, clear the Contact Visible check box next to the applicable channel type. This removes staff member visibility for the channel type in the Channel Usernames field on custom contact workspaces. In addition, visibility is removed from the applicable widget on the customer portal.

  6. To change the display sequence of channel types on the custom contact workspace and the customer portal, click the up or down arrow next to the Contact Visible column.

  7. Click Save.

Add or edit a social media user name for a contact

Agents can add, edit, and remove social media user names for a contact.

  • The Channel Usernames field must have been added to the custom contact workspace being used. See Edit a workspace.

  • The Contact Visible check box must be selected for the channel type. See Edit a channel type.

Procedure
  1. While editing a contact record, click Add or Edit in the Channel Usernames field. The Channel Types Usernames window opens.

  2. To add a social media user name:

    1. Click Add Username.

    2. Click Channel Type and select Facebook, Twitter, or YouTube.

    3. Type the contact’s user name in the Username column.

  3. To edit a social media user name, enter changes in the Username column.

    Caution:  Changing the social media user name may affect the system’s ability to accurately track open conversations with the user.

  4. To remove a social media user name, click Remove in the Action column.

  5. Click OK.

  6. Click Save.

Manage cloud searches for a channel

The Cloud Search Manager utility in the Channels editor allows you to disable searches that were entered incorrectly or are no longer needed and to view and manage the list of agents who have selected each search as a favorite.

The Search Manager button is active only when a cloud search has been added to the channel using the social monitor.

Procedure

  1. Click Configuration on the navigation pane.

  2. Expand Service, and then double-click Channels. The Channels tree displays on the left side of the content pane listing all of the channel types.

  3. Click a channel to display it on the Channels editor.

  4. Click Search Manager. The Cloud Searches section displays a list of cloud searches that have been added for the channel, including the search text and the number of instances that each search has been set as a favorite.

  5. Select a cloud search from the list to populate the Favorites panel with a list of all agents who have set that search as a favorite.

  6. To remove the search from an agent’s list of favorites, click Remove next to the agent name.

  7. To remove the search from all favorite lists, click Remove All.

  8. To hide a cloud search from all standard reports and remove it from all agent favorite lists, select Disabled next to the search.

    Caution: Removing cloud searches from all agent favorites and disabling a search cannot be undone. If you did either of these actions in error, close the Channels editor without saving your changes.

  9. Click Save to save your changes.

Social Monitor

Social Monitor: Overview

To extend great customer experiences across social media channels and protect your organization’s valued reputation, it is essential to employ a social media strategy that includes monitoring, and sometimes participating in, conversations in the social cloud.

With a growing portion of the world’s population now depending on social media like Twitter and Facebook for communicating with friends and colleagues, it has become crucial for organizations to monitor the dialogue about their products and services that is taking place on the social web. The power of customer perspectives multiplied through social channels can have a dramatic impact, be it harmful or helpful, on business revenue.

Using Oracle RightNow Social Monitor Cloud Service (also known as the social monitor), you can interact with your customers by searching social media services, create incidents in Oracle Service Cloud, and include social media in your Oracle RightNow Outreach Cloud Service and Oracle RightNow Feedback Cloud Service messages. You can improve customer experiences by identifying trends in customer issues and opinions, and proactively communicate with customers through social channels using incidents. Refer to Responding through social channels.

Note: The social media services described here are not provided by or affiliated with Oracle. To obtain support or information about terms and conditions for any of the services mentioned, contact the service provider.

Configure access to the social monitor

Before you can monitor the social cloud to search for information related to your organization, you need to configure your application to provide access to the tools used to manage cloud searches and respond to customer posts.

Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.

Procedure

  1. Add the Social Monitor navigation button and component to navigation sets. Refer to Add the Social Monitor component to a navigation set.

  2. Add social monitor permission to profiles. See Add social monitor permission to a profile.

  3. Add or update staff accounts to use profiles that include social monitor permission. See Add or edit a staff account.

Add the Social Monitor component to a navigation set

In order for staff members to monitor the social cloud, you must first add the Social Monitor component to one or more navigation sets.

Social monitoring must be enabled for your site. To enable social monitoring, contact your Oracle account manager.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Application Appearance, and then double-click Navigation Sets. The Navigation Sets explorer displays on the content pane.

  3. Double-click the navigation set that you want to add the Social Monitor component to. The navigation set opens on the Navigation Sets editor.

  4. On the upper portion of the right column on the content pane, select Social Monitor.

  5. On the left side of the content pane, click the plus sign next to Components > Service.

  6. Drag the Social Monitor component from the left column and drop it in the lower portion of the right column to add it to the Social Monitor navigation button.

  7. Click Save.

Add social monitor permission to a profile

Social monitoring is not fully available until social monitor permission has been added to one or more profiles.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles. The Profiles report displays on the content pane.

  3. Double-click the profile you want to add social monitor permission to. The Profiles editor displays on the content pane.

  4. If the Navigation Set field in the Interfaces section does not display the navigation set that you added the Social Monitor component to, click Search.

  5. Click Permissions.

  6. Click the Service tab.

  7. Select Select All in the Social Monitor section.

  8. Click Save.

Now, when staff members with this profile run any of the social monitoring reports, they can schedule cloud searches, ignore results, respond to posts, and manage favorites.
Before staff members can search the social cloud, you must update their staff account to use a profile containing social monitor permission. See Add or edit a staff account.

Monitoring the social cloud

To monitor the social cloud, you will add, execute, and analyze cloud searches for any of the available social channels.

As each new cloud search is added, it is listed on the content pane along with information about who added it, what social channel is searched, what text is searched for, the time it was last executed, and how many results have been returned. A search can also be designated as a favorite, which prevents it from being deleted and enables it to be scheduled on a recurring basis. Refer to subscriptions.

To view the results of a cloud search, simply click a total listed in the New Results or Total Results column. The content pane will display a report based on the social channel you chose when searching. Twitter, Facebook, and RSS searches can return a maximum of 100 new results per search instance, while YouTube searches are limited to 50 new results. Results returned over multiple searches are combined in the Total Results statistic.

Note: Social monitoring reports can also be accessed directly at Public Reports/Common/Social Monitor. Refer to About Analytics Explorers. For a complete list of social monitoring report names, locations, and descriptions, generate the View Report Descriptions report in the Report Management component and filter on Common/Social Monitor reports. Refer to Management Reports.

You can manage your favorite cloud searches and subscriptions, schedule cloud searches, ignore or respond to posts, and create incidents from posts. You can also append posts to existing incidents as note thread entries.

The social channels available for cloud searches are configured through the Channels editor. In addition, the Channels editor provides a utility for viewing and managing cloud searches that have been added for each channel. With the Cloud Search Manager, you can view and manage the list of agents who have selected each search as a favorite as well as remove searches that were entered incorrectly or are no longer needed.

Customizing social monitor configuration settings

There are certain configuration settings that impact social monitoring.

You should customize the following configuration settings to suit your organization’s social media strategy. See cross tab rollup.
  • The CLOUD_INCIDENT_REOPEN_DEADLINE configuration setting controls the timeframe in which a solved incident will reopen to allow a post to be appended to the incident thread.

  • The PURGE_CLOUD_RESULTS configuration setting controls when cloud search results that are not responded to, ignored, or added to an incident are automatically deleted from the system. The default value is seven days.

Access the social monitor

Use the social monitor to view and filter information related to you cloud monitoring results.

Procedure
  1. Click Social Monitor on the navigation pane.

  2. Double-click Social Monitor in the navigation list.

    Note: Search results do not display on the content pane until you perform a cloud search. Refer to Add a cloud search.
    The social monitor opens on the content pane.

    The docked filters at the top of the content pane are used to search for information that is displayed in the Social Monitor dashboard. The filters include start and end dates—in relative or absolute format—and whether responses to social incidents should be shown in the results.

    The Social Monitor dashboard results are divided into three sections.

    • Favorites—Contains a list of previous cloud searches. Each time you perform a new cloud search, it is automatically marked as a favorite and added to this section. Refer to subscriptions.

    • Subscriptions and Mentions—Contains a list of cloud searches that have been added on a subscription basis and mentions of Twitter channel accounts in customer tweets. Refer to Add a cloud search.

    • Private Messages—Contains messages received through Facebook and Twitter private messages. Refer to Respond to a Facebook post and Respond to a Twitter post.

    The following table describes the buttons on the social monitor ribbon.

    Table Social Monitor Ribbon

    Group/Button Description

    Actions

    Add

    Click to add a cloud search. Refer to Add a cloud search.

    Add Favorite

    Click to add the selected cloud search as a favorite. Refer to subscriptions.

    Remove Favorite

    Click to remove the selected cloud search as a favorite. Refer to subscriptions.

    Refresh

    Click to refresh the social monitor and update any rows that have been acted upon in the associated report.

    Cloud Search

    Execute

    Click to execute all selected cloud searches.

    The data in the New Results and Total Results columns may change as a result of this action.

    Get More Results

    Click to retrieve additional results based on your initial search. This button is disabled unless additional search results are available.

    View Results

    Click to view search results from the selected cloud search.

    If more than one cloud search is selected, this button is disabled as results can be viewed for only one search.

    View

    Favorites

    Click to list only the cloud searches that you have selected as favorites. Refer to subscriptions.

    All Searches

    Click to list all cloud searches. Refer to Add a cloud search.

    Topic Monitoring

    Cluster Results

    Click to cluster the selected cloud search results.

    If themes are specified, they are used during the clustering process. Refer to Topic monitoring for cloud searches.

    Edit Themes

    Click to edit the themes used in clustering. Refer to Edit a theme for clustering.

    Check Status

    Click to check the status of clustering. Refer to Cluster cloud search results.

    View Previous Results

    Click to open the Topic Monitoring for Cloud Results report, where you can view previous clustering results.

    Reset Clustering

    Click to recluster the cloud search results without using themes. Refer to Cluster cloud search results.

    Analyze

    Auto Filter

    Click to enable auto-filtering in the report. Auto-filtering provides column filtering after the report has been generated. Refer to Report Management.

    Sort

    Click to open the Sort window and select which output columns to sort by and the sort method. Refer to Report Management.

    Rollups

    Click to select rollup options and open the Rollups window. Refer to Report Management.

    Slice

    Click to select slice options and open the Slice window. Slicing groups data so you can view only the subset of records you are interested in. Refer to Report Management.

    Note: Cluster Results, Edit Themes, Check Status, and Reset Clustering require the Marketing daemon to be running before buttons are active on the ribbon.

Add a cloud search

The first step to monitoring the social cloud is to add cloud searches.

Using cloud searches you can search for posts mentioning your organization, products, services, or anything else related to your organization that you are interested in. You can also add subscriptions to monitor all content from an entire Facebook page or RSS feed, or select a Twitter channel account to monitor all tweets and public replies sent from your customers through Twitter.
Procedure
  1. Click Social Monitor on the navigation pane.

  2. Double-click Social Monitor in the navigation list. The social monitor displays on the content pane.

  3. Click Add. The Add Social Monitor window opens.

  4. Click Add New Cloud Search and select the social channel you want to search. The channel is added to the list of cloud searches.

    The following table describes information that displays for each cloud search in the list.

    Table Add Social Monitor Window—Cloud Search List

    Field Description

    Channel

    The name of the social channel that the cloud search will be performed on.

    Search Text

    The text that the social monitor will search the social channel for.

    Delete

    Click to remove the cloud search from the table.

  5. Type a search term, such as your organization name or product name, in the Search Text field.

    Note: With the exception of RSS feeds, all search terms are controlled by the social media service you are searching. Since RSS feeds do not have a search function, the feed content is retrieved and stored in the cloud_results table. The following three search rules apply when searching RSS data.
    • Exact match searching—When performing an exact match search, the first and last characters of the search string must be double quotes.

    • Multiple keyword searching—When performing a search with multiple search words, an OR operator is assumed. Do not use double quotes when performing a multiple keyword search.

    • Regular expression searching—Any search that is not an exact match search or multiple keyword search is treated as a regular expression search. This search feature is for advanced users only. Refer to Reference Information: Overview.

  6. To add a subscription for a custom Facebook or RSS channel, select Subscription.

    Note: Because subscriptions pull all available channel content every fifteen minutes, you cannot enter search text or a recurrence schedule for a subscription.

  7. To search for all tweets and public replies sent from your customers to your Twitter channel account, select Monitor @Mentions and select the channel account.

  8. To filter and return search results for a specific language, type the two-letter ISO-639-1 language code. English (en) is the default language code.

    Note: Language filters apply only to cloud searches for Twitter and YouTube.

  9. To filter and return Facebook search results for a specific language locale, type a five-letter locale code in the Language field. For example, the locale code for United States English is en_US. More information on locale codes can be found here.

    Tip: You can click Add New Cloud Search again and repeat these steps to add multiple searches before closing the Add Social Monitor window.

  10. Click OK. The Add Social Monitor window closes and the cloud search is added to the social monitor. Text searches are added to the Favorites section, while subscriptions are added to the Subscriptions section.

    Note: Your new search can now be accessed by other staff members when they click All Searches.

  11. Click a link in the New Results or Total Results column to open the search report. Results for searches you select are displayed on a separate content pane tab.

    Note: Depending on your search terms, searching the social cloud may take a few minutes. During this time, buttons on the ribbon are disabled.

    The appearance of cloud search results may vary based the channel you have selected. For example, while most search results are sorted by post date, clicking a Total Results link for a Facebook search will display results grouped by conversation, making it easier to follow comment threads from Facebook posts.

    Social profile attributes can also be viewed on a contact workspace by adding the Contact Social Profile report to the workspace. Refer to workspaceagent script.

  12. To add other helpful information to cloud results for Twitter and Facebook, such as additional social profile information about post authors or whether the user has a contact record or open incident, right-click the column headings, select Insert Hidden Column, and select the column you want to display.

    Tip: To view a more user-friendly social media display name than the user’s social media credentials, right-click a column heading, select Insert Hidden Column, and then select Display Name.

  13. To view a post in a web browser, click the Click To View link in the Post URL column.

  14. To view a user’s social media profile, click the user’s ID in the User Credentials column.

  15. To respond to a post, refer to Responding through social channels.

  16. To mark a post as read, select the post and click Mark Read.

  17. To remove a post from the search results, refer to Ignoring posts in search results.

  18. To create an incident from a post, select the post and click Create Incident.

    Tip: Once an incident has been created for a post, it can be assigned to a staff member from the cloud search report by selecting the post and clicking Assign. To send an incident response, refer to Responding through social channels.

  19. To exclude retweets from Twitter report search results, click Search, click Include Retweets and select No, and click Search.

  20. To filter the list of posts by the number of followers per social media user name, click Search, type a number in the Number of Friends/Followers field, and click Search.

Ignoring posts in search results

You can ignore search results returned by the social monitor that are not relevant to your purposes.

With the large number of new posts appearing in the social cloud each day, you want to ignore posts that do not apply and focus on the ones that do. This function is enabled by default and can be disabled by profile, giving you the option to reserve its use for your most reliable or experienced agents.

Note: The Social Monitor Daily Trend, Social Monitor Hourly Trend, and Social Monitor Monthly Trend reports (Common/Social Monitor/Trend) help you track ignored results by specific intervals. In addition, you can monitor how often specific agents are using the Ignore Results function with the Social Monitor Ignored Posts report (Common/Social Monitor/) and Social Monitor Ignored Post Trend report (Common/Social Monitor/Trend).
Ignore search results

Ignore search results returned by the social monitor.

Procedure
  1. From an open cloud search report, select the posting you want to remove from the search results list. To remove multiple postings, press Ctrl while selecting each posting.

  2. Click Ignore Result.

Remove Ignore Results permission by profile

Control which profiles should have permission to ignore social monitor search results.

Procedure
  1. Click Configuration on the navigation pane.

  2. Expand Staff Management, and then double-click Profiles.

  3. Double-click the profile you want to remove the permission from. The Profiles editor displays on the content pane.

  4. Click Permissions.

  5. Click the Service tab.

  6. Clear Ignore Results in the Social Monitor section.

  7. Click Save.

Now, when staff members with this profile run any of the social monitoring reports, they will no longer see the Ignore Results button on the ribbon.

Monitor private messages from Facebook

In addition to posting public messages on your custom Facebook channels (fan pages), Facebook users can send private messages that you view and respond to with social monitoring.

To set up Facebook channels to monitor private messages, see Adding Facebook channels.
A Facebook user can provide sensitive information related to an incident (such as account information) by transitioning to using a Facebook private message without leaving the Facebook channel. Incidents will be updated with both public and private customer replies, allowing agents to monitor the entire conversation in the incident response thread.
Procedure
  1. On the social monitor, click Favorites. The Private Messages section of the dashboard lists each channel account monitored, its status, and the number of new and total private messages retrieved.

  2. Click a link in the New or Total column next to a channel account to view its private messages. Search results for the channel account you select are displayed on a separate content pane tab.

  3. To respond to a private message, select the message from the search results list and click Respond. Refer to Respond to a Facebook post.

    Tip: You can configure each Facebook channel to automatically create incidents from all private messages it receives. Refer to Adding Facebook channels.

Monitor private messages from Twitter

With social monitoring, you can view and respond to private messages (or direct messages) sent by Twitter users directly to your organization’s Twitter account.

  • In order to receive private Twitter messages from anyone, you must select the Receive Direct Messages From Anyone setting in the security and privacy settings of your organizations’s Twitter accounts. Refer to Twitter.

  • In order for private Twitter messages to appear in the social monitor, you must enable private message permissions in the Twitter channel accounts. See Adding Twitter channel accounts.

Once you have enabled private message permissions in a Twitter channel account, the Dbstatus utility automatically checks for private messages every fifteen minutes and displays them on the social monitor. Private message search results function like other cloud search results—you can create incidents from them, append them to existing incidents, mark them read, or ignore them.
Procedure
  1. On the social monitor, click Favorites. The Private Messages section of the dashboard lists each channel account monitored, its status, and the number of new and total private messages retrieved.

  2. Click a link in the New or Total column next to a channel account to view its private messages. Search results for the channel account you select are displayed on a separate content pane tab.

  3. To respond to a private message, select the message from the search results list and click Respond. Refer to Responding to Twitter posts.

    Tip: You can configure each Twitter channel account to automatically create incidents from all private messages it receives. Refer to Adding Twitter channel accounts.

Managing favorites

Cloud search favorites provide easy access to cloud searches and subscriptions you want to keep track of.

When you add a cloud search, it is automatically marked as a favorite, indicated by a gold star when you view all searches. You can view cloud searches and subscriptions added by other staff members, but they are not marked as favorites unless you manually add them to your favorites. When you add someone else’s search as a favorite, a copy of the search is created and added to the end of your favorites list.

Although searches cannot be deleted from the social monitor, you can remove them from your favorites and hide them from view. To display only searches that are marked as favorites, simply click the Favorites button.

Note: You can use the Cloud Search Manager on the Channels editor to view and manage the list of agents who have selected each search as a favorite as well as remove searches and subscriptions that were entered incorrectly or are no longer needed. See Manage cloud searches for a channel.
Add a cloud search to favorites

Manually add a cloud search to your favorites list.

Procedure
  1. On the social monitor, click All Searches.

  2. Select a cloud search or subscription that is not marked as a favorite. To add multiple cloud searches as favorites, press Ctrl while selecting each search.

  3. Click Add Favorite.

Remove a cloud search from favorites

Manually remove a cloud search from your list of favorites.

Procedure
  1. Select a cloud search or subscription that is marked as a favorite. To remove multiple cloud searches from favorites, press the Ctrl key while selecting each search.

  2. Click Remove Favorite.

Topic monitoring for cloud searches

Clustering of cloud search results can help you to more quickly analyze large amounts of cloud search results and help you identify emerging issues.

Posts in the social cloud can often provide valuable business intelligence about issues experienced by large segments of your customer base. However, reviewing a large number of posts can be time-consuming and tedious. To make this easier, the social monitor provides a topic monitoring process called “clustering” that you can use to quickly analyze the results of large cloud searches and identify posts that contain similar themes.

A theme is comprised of a group of keywords used to identify and group related content items. In the social monitor, themes are automatically generated during the clustering process by processing cloud search results and identifying common keywords. If you want to add your own keywords for clustering, you can edit the themes generated by Oracle Service Cloud or you can create your own themes. During the clustering process, the themes you create manually are given greater emphasis than automatically generated themes.

Cluster cloud search results

Use the clustering process to help analyze cloud search results.

Procedure
  1. On the social monitor, select a search and click Cluster Results.

    Note: If any themes are specified in the Themes to Include section of the Edit Themes window, they will be used during the clustering process.

  2. To check the status of the clustering process while it is running, click Check Status. The Clustering Progress window opens.

    After clustering has finished, click OK.

  3. To view the Topic Monitoring for Cloud Results report, click View Previous Results. This report enables you to view clustering results from previous cloud searches, including theme information, result counts, and SmartSense ratings.

  4. To recluster the cloud search results without using themes, click Reset Clustering.

    Note: If the Topic Monitoring for Cloud Results report is open, you must close it and click View Previous Results again in order to see new or reset cluster results.

Edit a theme for clustering

You can edit keywords in existing themes used during the clustering process.

Procedure
  1. On the social monitor, select a search result row and click Edit Themes. The Edit Themes window opens.

    The Edit Themes window is divided into two sections. The Themes to Include section displays a list of themes that will be used in clustering. The Previously Suggested Themes section displays a list of themes that were created by Oracle Service Cloud during the clustering process.

    Suggested themes change each time cloud searches are clustered. However, you can manually edit a suggested theme or prevent it from being automatically modified by moving it to the Themes to Include section.

  2. Click Edit next to the theme you want to edit in the Themes to Include section. The Theme Editor opens.

  3. To edit a keyword, click Edit next to the keyword.

  4. To remove a keyword from the list, click Remove next to the keyword.

  5. To move a keyword up or down in the list, use the up or down arrow to the right of the keyword list.

    Note: When cloud search results are clustered, the keywords at the top of the list are given more consideration than the keywords at the bottom of the list.

  6. To cluster results upon saving your edits, select Cluster On Save.

  7. Click OK to save your edits.

Add a theme for clustering

Procedure
  1. On the social monitor, select a search result row and click Edit Themes. The Edit Themes window opens.

  2. Click Add in the Themes to Include section. The Theme Editor opens.

  3. Type a name for the theme in the Name field.

  4. In the Keyword field, type a keyword that you want associated with this theme and click Add. The keyword displays in the Keyword list.

    Note: Multiword keywords are not supported by the topic monitor. If multiple words are entered for a single keyword value, only the first word will be used. If the resulting outcome produces too many matches that are irrelevant to your search, try adding other keywords that relate to an appropriate subset of your topic. For example, adding the multiword phrase “customer experience” as a keyword will produce the same effect as adding the single keyword “customer,” and the word “experience” will be ignored. For a more accurate result set, add keywords “customer” and “experience” separately instead.

  5. To edit a keyword, click Edit next to the keyword.

  6. To remove a keyword from the list, click Remove next to the keyword.

  7. To move a keyword up or down in the list, use the up or down arrow to the right of the keyword.

    Note: When cloud search results are clustered, the keywords at the top of the list are considered more important than the keywords at the bottom of the list.

  8. To cluster results upon saving your theme, select Cluster On Save.

  9. Click OK to save your theme.

Responding through social channels

When monitoring social media, you can add posts from Facebook, and Twitter to new or existing incidents so they can be processed on the agent desktop.

In this way, you can document the customer interaction and provide the customer with assistance or follow-up contact. This is useful for helping customers who have a question, thanking customers for positive comments, or participating in a discussion about your products and services.

Note: You cannot respond to RSS feeds or YouTube posts through Oracle Service Cloud. However, you can create incidents from them, which can be helpful for other business purposes. To do so, simply right-click a post and select Create Incident. These incidents will be associated with a common generic contact (such as rss@rss.invalid).

When you create an incident from a social channel, the content of the post is added as a customer thread entry. By default, the incident’s subject field will contain the name of the channel and the leading text of the post, together exceeding no more than 240 characters. However, you can customize the subject field contents by editing the CLOUD_INC_SUBJECT_TEXT configuration setting. Refer to Site Configuration: Overview.

The method used to associate incoming social incidents with contacts varies by channel. Incidents created from Twitter and YouTube posts are associated with a contact based on social media user name, while incidents created from Facebook are associated based on Facebook user ID. If you create an incident for a Twitter or Facebook user who is not associated with a contact, and the system identifies one or more contacts whose display name is close to that of the user, you will be prompted to associate an existing contact or create a new one. If no matching contact is found, a new contact record is created and associated with the incident.

Note: Contact social media user names are stored in the sm_user.username field and can be displayed by adding the Channel Usernames field to a custom contact workspace.

The way you respond to social incidents also varies by channel. Oracle Service Cloud tracks each incident’s originating channel in the incidents.channel_id field and selects the same channel by default when you send a response. Each response is posted back to the contact using the unique messaging conventions of the originating media service. For example, when an agent responds to a Facebook or Twitter post and leaves the incident set to a non-Solved status, and the customer replies publicly through the same channel, the reply is automatically appended to the incident thread.

For more about responding in supported social media channels, refer to Respond to a Facebook post and Responding to Twitter posts.

Note: Because social media contacts often have no email address, before you can respond to them, you must customize your incident workspace to make the Email field on the Contacts tab non-required, either by modifying the field’s Required attribute or by creating a workspace rule to set the attribute based on incident channel. Refer to Quick Access toolbar.

Respond to a Facebook post

You can respond to incidents created from customer posts on your organization’s Facebook fan page.

Your staff profile permissions must be set to allow you to create incidents.
In Facebook, social conversations take the form of posts and comments on pages. When you respond to a post on your organization’s Facebook page, the response appears as a comment beneath the customer’s post. The post is attributed to the name of the Facebook page designated by the channel account, rather than the agent’s name. For information about configuring a channel account, refer to Adding Facebook channels.
Procedure
  1. Perform a cloud search on a custom Facebook channel and view your search results. Refer to Add a cloud search.

  2. From the open cloud search report, select the post you want to create an incident from in the search results list.

  3. Click Respond. A new incident opens on the content pane containing the details of the post.

    Note: The Respond and Create Incident buttons (both located on the ribbon) provide the same functionality. Clicking either of them results in a new incident opening on the content pane. Only one incident can be created from a post.

    If the contact’s social account user name is associated with previous cloud incidents, you will be prompted to select from a list of existing incidents or create a new incident. Alternately, you can append the post to the thread of an existing incident by clicking the Append Incident button and selecting an incident from the contact’s incident history or recent incidents that you have opened.

  4. Select Send On Save. The incident thread expands to reveal Facebook channel response options. The thread displays the name of the post’s originating channel and automatically selects the same channel for the response. The default channel account associated with the responding agent is also displayed.

    Note: When you reply to a private Facebook message, your reply will be sent as a private message unless you clear the Send Private check box. A private conversation must be initiated by the Facebook user.

  5. If your site has more than one Facebook channel account, click the Respond As drop-down menu in the header of the response thread.

    Note: If enabled, the Cc, Bcc, and Attach buttons and the email encryption fields will not display since you are bypassing email and responding directly to the Facebook post.

  6. Fill in any remaining details for the incident. Refer to Editing incidents.

  7. Click Save.

Responding to Twitter posts

You can respond to incidents created from public and private Twitter posts.

Twitter is among the world’s most popular social media, but its architecture is different than most other services. Twitter posts, called “tweets,” are short messages designed mainly for public, one-way communication to a group of followers. Tweets are posted publicly to Twitter’s vast global feed, where they can be accessed by anyone. In a sense, this function more closely resembles a public message board than a conventional messaging service. Because tweets are public and indirect, using Twitter as a channel for business communication presents a significant challenge. Although the social monitor can track customer replies to your messages and append them to an incident as an ongoing conversation, those back-and-forth communications can be read, reposted, and replied to by any other Twitter user. For this reason, using public tweets to resolve sensitive service issues can be risky.

To more successfully engage with customers using the Twitter channel, you should advise them to use Twitter’s private messaging feature, which is also supported by the social monitor. Private messaging is an alternate, direct messaging feature that makes interactions more secure by keeping them out of Twitter’s public feed.

Note: In order to receive private Twitter messages from anyone, you must select the Receive Direct Messages From Anyone setting in the security and privacy settings of your organizations’s Twitter accounts. Your Twitter accounts can respond privately to anyone that sends a private message.

Oracle Service Cloud can create incidents automatically from private Twitter messages when you select the Automatically Create Incident option in the Twitter channel accounts editor. Refer to Adding Twitter channel accounts.

Respond to a Twitter post

Procedure
  1. Perform a cloud search on a Twitter channel and view your search results. Refer to Add a cloud search.

  2. From the open cloud search report, select the post you want to create an incident from in the search results list.

  3. Click Respond. A new incident opens on the content pane containing the details of the post.

    Note: If your profile allows you to create incidents, the Respond and Create Incident buttons (both located on the ribbon) provide the same functionality. Clicking either of them results in a new incident opening on the content pane. Only one incident can be created from a post.

    If the contact’s Twitter account user name is associated with previous cloud incidents, you will be prompted to select from a list of existing incidents or create a new incident.

    Alternately, you can append the post to the thread of an existing incident by clicking Append Incident and selecting an incident from the contact’s incident history or recent incidents that you have opened.

    If your profile does not allow you to create incidents, the Create Incident button is disabled. Clicking Respond results in a warning message indicating that you do not have the permissions required to create incidents.

  4. Select Send on Save. The response thread header expands to reveal Twitter channel response options.

  5. If your site has more than one Twitter channel account, click the Respond As drop-down menu and select the account you want to respond from.

    Note: To ensure the best customer experiences, the channel account you respond from must include Private Message Response permissions. Refer to Add a channel account for Twitter.

    If the customer’s Twitter account is following your organization’s Twitter account, the Send Private check box will be visible and selected by default. You can clear this check box to post the message to the public feed. However, it’s a best practice to send messages privately whenever the option is available.

    If the customer’s account is not following your organization’s account, the Send Private check box will not be shown and all sent messages will be public.

  6. If your organization’s Twitter account is not yet following your customer’s Twitter account, click Follow.

    Note: Following the customer’s account will allow the customer to send private messages to your organization’s account.

  7. Type your response in the response thread. Remember to limit each response to 140 characters, the maximum number allowed by Twitter.

  8. Fill in any remaining details for the incident. Refer to Editing incidents.

  9. Click Save to send the response through Twitter.

Self Service for Facebook

Self Service for Facebook: Overview

Oracle RightNow Self Service for Facebook Cloud Service (Self Service for Facebook) is a special Facebook application served by Oracle Service Cloud that provides your customers with access to features from Oracle RightNow Cloud Service right from your organization’s Facebook page, in both its standard and mobile web interfaces.

Caution: The Communities feature of Social Experience is not available to new Oracle Service Cloud customers beginning with the August 2015 release. If you are an existing customer providing access to Social Experience communities directly from your organization’s Facebook page, refer to Self Service for Facebook in the May 2015 documentation.

Using Self Service for Facebook, customers can:

As needed, your agents can field and respond to Facebook incidents right from their agent desktop. In this way, your customers can receive the same exceptional support they receive from your other service channels without having to leave Facebook. As a result, your organization can deliver a consistent experience to customers and fans on Facebook while maintaining a unified view of customer interactions across all service channels.

Self service features in Facebook

Self Service for Facebook helps customers find the information they need by browsing or searching your knowledge base from the Facebook social networking site.

Once connected, the Find Answers tab displayed in Facebook presents the same answers that are visible in the answer search report defined for your customer portal. The report will also include results from your Virtual Assistant, if enabled.

The following figure shows the Self Service for Facebook application connected to a consumer products support site.
This figure is described in the text that precedes and follows it.

Similar to visiting the customer portal, customers can click an answer to view its contents, including guides, without leaving Facebook. They can also click the Ask a Question tab to submit questions to your Oracle Service Cloud. Incidents submitted in this manner are processed by your system just like incidents submitted through the customer portal, and can then be accessed by your staff using the agent desktop.

Self Service for Facebook will create or update contact records on your site as needed, regardless of your site’s pass-through authentication (PTA) settings. When customers attempt to use the Ask a Question feature for the first time, they will be prompted to log in to Facebook (if they haven’t already) and grant application access to basic account information. This data will be used to link their Facebook account to their contact record in Oracle Service Cloud. Facebook accounts will be associated with existing contacts that share the same email address (whether primary or alternate). In a case where no matching contact is found, a new contact will be created and automatically associated using the email address from the Facebook account. Agent responses to incidents submitted through Facebook are sent by email to that address.

When email address sharing is enabled in Oracle Service Cloud, Facebook account association is subject to a contact-matching process. Refer to Contacts: Overview.

Customers can also click the Your Support Account tab to view and update incidents from their recent support history.

Incidents created through Self Service for Facebook will be processed through whatever business rules and escalation paths you have configured for your site. If a SmartAssistant rule is active, suggested answers will be displayed when questions are submitted, just as they are in the customer portal. If you want to route these incidents through a distinct set of rule actions, you can do so by using “Incident.Channel equals Facebook” as a business rule condition. Refer to About Business Rules Management.

Note: In addition to responding to incidents submitted by Facebook users, your staff can proactively monitor and respond to Facebook wall posts using the social monitor. Although complementary, the social monitor is separate and distinct from the Self Service for Facebook application and is configured and managed separately in Oracle Service Cloud. Refer to cloud searchessubscriptions.

Configuring Self Service for Facebook

Self Service for Facebook is a component of your Oracle Service Cloud application that can be embedded in a Facebook fan page. To enable it on your site, you must configure its settings in both Facebook and Oracle Service Cloud.

Because Facebook often revises the development environment used to manage applications, the procedures for configuring Self Service for Facebook are subject to frequent changes. For current procedures, refer to Answer ID 4193 on our support site.

When working with social media, it is important to consider potential security risks and take the appropriate precautions associated with third-party login information, customer data, and application code. To maintain the integrity and security of your Self Service for Facebook application, refer to channel accounts.