Social Media Integration in Interaction Center 2
Legal Disclaimer
The use of information originating from social networks and other data sources must be checked in the individual case against the background of all applicable laws and regulations (such as data protection laws), and individual rules (such as the relevant data source rules). SAP does not accept any liability for the use of the application by its customers.
Use
Technical Name of Business Function |
|
Type of Business Function | Enterprise Business Function |
Available From | SAP enhancement package 3 SP04 for SAP CRM 7.0 |
Application Component |
|
Required Business Function |
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| Incompatible Business Function | Not relevant |
You can use this business function to retrieve social media posts with attachments from customer-defined social media channels, categorize the retrieved posts, and reply to posts accordingly. The business function allows you to expand social media channel coverage with less implementation efforts, and also enables you to trigger follow-up business actions, such as creating service requests in SAP CRM. SAP has enabled you to use social media to provide customer service and support. Using the business function Social Media Integration in Interaction Center 2, you can improve your service quality, and interact with your customers through social media more efficiently.
Integration
Additional social media functions are available with the business function Social Media Integration in Interaction Center 3 (CRM_SMI_INBOX_3
).
Prerequisites
Type of Component
Component
Required for the Following Features Only
Software Component
BBPCRM 713
You have activated the business function Social Media Integration in Interaction Center (
CRM_SMI_INBOX
)
Features
Retrieve social media posts with attachments
You should enhance the class you have created for each social media channel accordingly. For details, see SAP Note 1832462.
Define social media post categories
Once you have categorized the retrieved posts, you can assign the different groups of posts to the relevant user groups so that the posts can be processed efficiently. You can also track the follow-up actions efficiently with clear responsibility assignment.
View the conversation history in the reply UI
It is clearer for you to reply more accurately to a post with the conversation history in the reply UI.
Count reply texts
When you type a reply text, a counter shows how many characters you have already entered.
Consent management
Consent management of social media posts is migrated into foundation consent management framework of Social Intelligence.