Object documentationSocial Media User Data

 

Attributes associated with a social media user account.

 

You can capture social media user data, for example, from social media posts, by assigning social media users to accounts, groups, or contacts in SAP CRM. In a business-to-consumer scenario, this enables you to understand your customers better, based on their social media activities.

Prerequisites

To assign social media users to accounts, groups, or contacts, you must activate the business function Social Media Integration in Business Partner (CRM_SMI).

You have defined social media channels in Customizing for Customer Relationship Management, under Start of the navigation path Master Data Next navigation step Business Partner Next navigation step Define Social Media Channels and User Accounts End of the navigation path.

Data

Default Fields

  • User Account

    Name of the user’s account as defined in the social media platform.

  • Channel

    A social media platform, such as social network or microblog.

  • Profile URL

    URL of a user profile page in the social media platform. This profile is defined by the social media user and visible to other social media users.

  • E-Mail Address

Configurable Fields

  • Number of Contacts

    Contacts are people or organizations with which a social media user is linked in the social media platform. The number of contacts gives an indication of a users’s influence.

  • Influence Score

    The strength of a user’s influence in social media, determined by the user’s presence and the volume of reactions from other users.

  • User Name

    The user’s real name.

  • Gender

Features

  • Assignment of social media users to accounts, groups, and contacts, as follows:

    • In the WebClient UI, in the assignment block Social Media Users

    • In the interaction center, from within social media posts that are collected in the agent inbox (see Social Media)

  • Data exchange

    The assignment between social media users and accounts, groups, or contacts can be exchanged with non-SAP systems through the existing external interface for business partner data. Social media user data is not exchanged.

  • Update of social media user data

    You use program CRM_BUPA_SMI_UPDATE to update the social media user data in your database. This data is retrieved from the social media channels by means of APIs defined by the social media platforms. For more information about the program, see the program documentation in transaction SE38.

  • Authorization

    The authorization of business users to display, create, edit, and, in the case of the update program, delete social media users, is controlled by authorization object SMI_AUTH.