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Function documentationSocial Media

 

You can use the social media integration in the Interaction Center (IC) WebClient to retrieve posts from customer-defined social media channels, reply to posts, analyze post sentiment, and map social media users to accounts in SAP Customer Relationship Management (SAP CRM). This business function also enables you to trigger follow-up business actions, such as creating service requests in SAP CRM.

Prerequisites

  • You have run the report SCPR_ACTIVATE_SBCSETS using your desired client to cascade business configuration (BC) entries in the following BC sets from client 000:

    CRMV_ACT_CAT_ASS_SOC_SFWS_SMI_1

    CRMV_AUI_MAINCAT_SOC_SFWS_SMI_1

    CRMV_AUI_MAP_STA_SOC_SFWS_SMI_1

    To activate the BC sets, you must make the following settings:

    • Enter the BC set name.

    • Choose to cascade to the desired client.

    • Choose to ignore table delivery classes.

  • You have defined inbox profiles in Customizing for Customer Relationship Management, under Start of the navigation path Interaction Center WebClient Next navigation step Agent Inbox Next navigation step Define Inbox Profiles End of the navigation path.

  • You have defined a navigation bar profile in Customizing for Customer Relationship Management, under Start of the navigation path UI Framework Next navigation step Technical Role Definition Next navigation step Define Navigation Bar Profile End of the navigation path.

    Under Define Generic Outbound Plug Mappings, you must make the following settings:

    Object Type

    Object Action

    Use Target

    Target ID

    CRM_SMC

    Display

    True

    SMCOV

    CRM_SMC

    Edit

    True

    SMCOV

  • If you have created a new inbox profile or navigation bar profile, you must assign this to a new business role.

    You define business roles in Customizing for Customer Relationship Management, under Start of the navigation path UI Framework Next navigation step Business Roles Next navigation step Define Business Role End of the navigation path.

  • You have defined social media channels and user accounts in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Basic Settings Next navigation step Define Social Media Channels and User Accounts End of the navigation path.

    Note Note

    For each channel, you have created a class and implemented the defined methods based on the abstract class CL_SOC_CLIENT_ABSTRACT. For more information about this abstract class, see SAP Note 1832462.

    End of the note.
  • You have defined number ranges in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Basic Settings Next navigation step Define Number Ranges End of the navigation path.

  • You have scheduled the background job used to retrieve posts in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Basic Settings Next navigation step Schedule Background Job for Retrieving Social Media Posts End of the navigation path.

  • You have defined the duration for which social media data is stored for the retrieved posts with no follow-up actions in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Basic Settings Next navigation step Define Storage of Social Media Data for Legal Compliance End of the navigation path.

  • If you want to calculate post sentiment value, or categorize the retrieved posts, you have implemented text analysis in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Business Add-Ins Next navigation step BAdI: Text Analysis of Social Media Post End of the navigation path.

  • If you want to change the retrieved social media post data before it is saved in the database, you have implemented preprocessing social media posts before saving in Customizing for Customer Relationship Management, under Start of the navigation path Basic Functions Next navigation step Social Media Next navigation step Business Add-Ins Next navigation step BAdI: Preprocessing Social Media Posts Before Saving End of the navigation path.

Features

  • Retrieve posts from customer-defined social media channels using the agent inbox

    You can use the inbox item type for social media to define the required main categories, such as social media post, for the inbox search.

    In the inbox search, the following search attributes are available to refine the searches for social media posts:

    • Social media channel

    • Social media post type

    The following social media post types are available:

    • Inbound post

    • Inbound private message

    • Outbound post

    • Outbound private message

  • Analyze post sentiment

    You can calculate sentiment value for each social media post.

  • Categorize the retrieved posts

    You can categorize the retrieved posts based on text analysis.

  • Reply to post

    You can reply to post, publically, or privately. You can only reply to an inbound private message with a private message. You can define the template for sending a reply text. You can preview texts, and test the sending function. You can use the template in the reply UI.

  • Map social media users to accounts in SAP CRM

    Once the account has been confirmed and published in the context area, you can assign social media users to accounts by mapping the social media user to an account in the social media post UI.

    When you finish mapping, you can view information in the assignment block for social media user in the account overview. The next time the social media user posts, you can track the account in SAP CRM. If you have follow-up business actions with the user, you can track these in the interaction record.

  • Trigger follow-up business actions

    You can trigger follow-up business actions, such as creating service requests. For information about the available functions in the inbox result list, see Inbox Result List.

  • You can use the authorization object SMI_AUTH to control authorization for social media posts and social media user data. The possible actions that can be controlled are: display, create, change, and delete.

More Information

Social media posts can be accessed and processed using the inbox. For more information about the inbox, see Agent Inbox in the Interaction Center WebClient

For information about social media user, see Social Media User Data