Social Studio Product Update Partner Office Hours Dec 15, 2015

Luke Ball Senior Director of Product Management

@holidomelarry

Marketing

Sales

Customer Service

Legal

Enterprise Social

The State of Social Marketing Has Evolved

2006 Today

Agency Owns Social

PR Dept. Adopts Social

Marketing Adopts, and Social Care

emerges

Hub & Spoke

Dominant

Best in Class Brands Are Focused on Three Key Strategies  Social Plays a Strategic Role in a Customer Centric World

The Social Team Evolves

From Execution to Leading Strategy, Governance, &

Technology

Connecting Social to the Broader Business

Marketing, Sales, Service & Measurement

Ensuring Brand Relevance

Leverage Paid & New Content Forms In A Content

Rich World.

Listen Real-time insights from

the social web

Analyze Report on performance

and ROI

Engage Connect real time with

customers at scale

Publish Plan, collaborate and share content across

teams

Advertise

Connect social advertising with social

marketing

3RD PARTY APPLICATIONS

Key Product Themes

Delight the Social Marketer Connect Social Marketers

& Media Buyers Social in the Customer Journey

Deepen Social Customer Care Reinvent Data Intelligence

May ‘14 Jun ’14 Aug ’14 Nov ’14 Feb ’15 Apr ’15 Jun ’15 Aug ’15 Nov ‘15

Publish Launch Social Studio

Scheduling+ calendar

Content Apps

Mobile Calendar

Mass Account Publishing

Content Sharing

Mobile Approvals

LinkedIn

Mobile Analytics

Inline Image Editing

Publish Macros

Premium Apps

YouTube & Google+

Web Analytics

Salesforce Files App

RSS Feed App

Salesforce Login

Facebook Native Video

Instagram

Auto-applied Macros

Post Duplication

Twitter Cards

Paid Integration

Dark Posts

Pinterest

Boosting Beta

API launch

In-app Notifications

Engage Owned account engagement

Mobile engagement

Listening Stacks

Twitter Profiles

FB Conv. Threading

Inline Actions

Inline Images

Send to Salesforce

Unpublished Page Post

Keyword Group Filters

Inline Notes / Labels

Mobile Macros

Advanced Filters

LinkedIn

Real-time Collaboration

Filter by Date Range

Oldest Posts First

Instagram

Filter by Sentiment

Mobile Notifications

Author Labels

Engage Templates

Analyze Mobile Quick Search Social Listening Dashboard

Twitter Dashboard

Mobile Dashboards

Topic Profile Management

Zoom-in Analysis

Facebook + LinkedIn Dashboards

Source Group Mgmt

1-Day Date Range

Google+ Dashboard

Dashboard Filters

Social Studio for iPad

YouTube Dashboard

Multilingual Sentiment

CSV Summary Export

Publishing Cards

Instagram Dashboard

Workbenches Beta

New English Sentiment

Full Data Export

Facebook Page Listening

Care Moderation in Service Cloud

Quick Replies

Google+ and Weibo Broad Listening

More Feed Actions

Enhanced Send to SFDC Macros

Better UI for Twitter DMs

Point & click business rules

LinkedIn + Instagram pilot

Default response handles

GA

Key Features By Release Massive Payload of features in the past year

Publish

Engage

Analyze

Care

Uncover Insight From Social Listening Explore Workbenches in Analyze (BETA)

 More power and flexibility for users of all types: analysts, marketers and beyond. •  Slice and dice data by combining multiple

segmentation types: keyword groups, media types, sentiment, language, and region.

•  Compare your data side by side to surface trends, themes and relationships.

•  Inspect your analytics to understand post level conversations and take immediate action on posts.

Analyze: Two Different Users, Two Sets Of Needs, Two Tools

Empower Me!

•  Depth of value

•  Power, control

•  Proactive

•  Robust Topic Profiles

Just do it!

•  Fast time-to-value

•  Simple to learn, use

•  Reactive

•  Quick Search

Business User Data Analyst

Powerful Workbench Dashboards and Templates

Smarter Sentiment = Better Results New Sentiment Detection Engine

 Newly-implemented English sentiment engine for improved accuracy and future extensibility. •  Drive better decisions with improved accuracy.

•  Simplified interface with 3 states instead of 5.

•  Extensible framework for future sentiment enhancements.

•  Available “out of the box” for Social Studio Customers

•  Same Engine as recent Multilingual Sentiment release, powering another 10 languages

Understand Sentiment Across the Globe Sentiment Detection In 10 New Languages

 Social has no boundaries and neither should your sentiment analysis. •  Analyze key conversations about your brand around the

globe.

•  Sentiment detection now works out-of-the-box for:

 Availability and Notes •  GA for all Customers, in phased rollout

•  Available in Social Studio only

§  French §  Spanish §  Portuguese §  Italian §  German §  Dutch

§  Mandarin (traditional) §  Mandarin (simple) §  Japanese §  Korean

Maximize Reach Of Social Content Boost Posts in Social Studio with Social.com

 Extend social advertising into Publishing workflow and create Facebook advertising campaigns right from the Social Studio calendar.

 Quickly promote content within social studio interface without having to switch to more complicated tools. •  Easily manage campaigns when live using intuitive and

simple interface.

•  Track campaign performance.

•  Set controls to manage teams and spend

Unlock & Extend Social Data New Platform API, Documentation and Easy Setup

 Connect social to the rest of your business with the new Social Studio API •  Inject data into third party CRM apps

•  Enhance or automate listening reports

•  Create alternative visualizations and enhance internal sites / portals

•  Push social data to BI tools for side-by-side analysis with other business data

•  Build or connect an employee advocacy content network

•  Onboard and permission new Social Studio users from corporate tools automatically

//* API

Social Accounts, Topic Profiles, Posts, Authors, Users, Workspaces, Threshold Alerts, Calendar Notes, Macros, Labels, Clips *//

Leverage the Visual Web Pinterest Publishing and Analytics

 With over 10 M unique users; an average order size of $169; and commanding 20% of all social referral traffic, Pinterest has quickly become an important marketing tool. •  Manage Pinterest activity from same workspace as other

social channels. •  Publish posts and manage boards.

•  Access and share content across teams and brands.

•  Schedule Pins for a steady drip of content

•  Create preview and approval workflows prior to publishing

•  Analyze post and content performance.

Hit The Right Audience From One Handle Geo-target your Tweets

 Do you feel like you’re not able to fully leverage your brand name on Twitter because you can only reach one country per handle? •  Target a Tweet so that it only shows to users in

selected countries

•  Leverage Publish Macros to easily populate the right targets for a workspace

•  Access a Tweet’s targeting criteria in reports

 Availability and Notes •  Generally Available

•  Engagement Rate may be inflated when targeting to countries

Utilize Social Data In Other Apps Export Feed Reports in Analyze

 Build and download feed reports for use in other analytics apps and combine with other data and reports. •  Download posts in CSV format from all

dashboard types in Social Studio Analyze

•  Filter and tune results using filters on the dashboard

•  Handle large volumes of data with up to 100K posts per download.

•  Easy to use.

Track Your Publishing Performance Publishing Cards in Twitter & Facebook Dashboards

 Analyze your publishing effectively right alongside listening analysis for your Twitter and Facebook Dashboards. •  View your top posts by the amount of engagement

they have generated.

•  View total engagement posts have received over time.

•  Click any card to zoom in on sub-sets of data for deeper analysis.

  Availability and Notes

•  Generally Available

Stay Alert and Informed In-app Notifications on Web

 Stop relying on email updates to know when a post needs approval; be notified in-app so you can act immediately.

•  See a list of posts that need your approval

•  Know which posts you’ve already reviewed

•  Get notified right away when your post has been approved or rejected

•  Get confirmation when creating a new Social.com ad campaign.

•  Download your report the minute it is ready

Streamline Administration for New Users Engage Templates

 Build default layouts of Tabs and Columns so that your new team members don’t have to start from scratch. •  Create one or more tabs

•  Templates designated as defaults will automatically create tabs for all new users added to a workspace.

 Availability and Notes •  Generally Available.

•  Users may customize or delete default tabs. There is no method for locking tabs and preventing these customizations.

•  Templates available at workspace level only

 Identify and track users by adding an Author Labels to their profile, using free-form tags. Provide context for community management teams to understand at a glance with whom they’re dealing •  Add labels manually in Engage or via rules in Social Hub

•  Create Engage columns filtered by Author Label to triage messages from Influencers or VIP’s first

•  Ignore known trolls or detractors

•  Manage custom lists

 Availability and Notes •  GA for all Customers (Social Studio Desktop, not mobile)

•  Available for Twitter, Facebook, LinkedIn, and Instagram

•  Author Filtering does not work with other filters at this time, and can only be used by itself at this time. Not available in Analyze with this release

•  Author Labeling is a brand new feature and will be available only in Social Studio and Automation via Social Hub.

•  Twitter Source Tags will not be migrated in this release, but a migration will be made available to existing customers.

Prioritize Influencers and VIPs First  Author Labeling + Filtering

Do More On Mobile Social Studio for Android (BETA)

•  Social Studio brings the convenience and power of mobile to more customers with the all new Android Mobile app.

•  Monitor Social trends for your brand on the go.

•  Engage and respond securely on mobile

•  Manage workflow and approvals.

•  Perform quick searches on any topic.

Command Center

Bring The Visual Web To Life New “Top Images” Screen

 The new Top Images visualization lets you see popular images trending around your brand. •  View top 50 images around a specified time range

•  Control how images transition in and out of the screens

•  Tap or click on any image to open a lightbox view to see the post associated with the image

•  Easily hide any image you do not wish to have displayed

•  Availability and Notes •  Available to Base Themes only

•  View images for 1 topic profile, or 1 of your social accounts at a time (Twitter and Facebook)

•  Instagram images not available with this release

Monitor Social Care Team Performance New “Social Care” Screen •  Understand how many new cases your

organization has received vs. how many cases were closed.

•  Quickly identify which social channels have the most cases allowing you to prioritize resourcing

•  Get a quick view into the average response rates to your cases and enter a SLA as a benchmark.

•  See a feed of the closed case responses and who on your team closed them

•  View your top performers. See who on your team is closing the most cases and average response times

 Availability and Notes •  Available to base themes only.

•  SLA in the Social Care visualization is not taken from Service Cloud SLA entitlements.

Do More In Command Centers LinkedIn and Instagram Support

 Monitor and analyze the activity of LinkedIn and Instagram communities with additional network support.

•  View and triage posts from feed wall screen.

•  Surface the most relevant content from your community on the top images screen.

•  Display and monitor Service Cloud cases and team performance with the social are screen.

•  Generally available for all custom and base themes.

Demonstration

thank y u