user’s guide - gallery.technet.microsoft.coms new in microsoft social engagement 2015 update 1 ......

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User’s Guide

Microsoft Social Engagement 2015 Update 1

Version 2.0

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This document is provided "as-is". Information and views expressed in this document, including

URL and other Internet Web site references, may change without notice.

Some examples depicted herein are provided for illustration only and are fictitious. No real

association or connection is intended or should be inferred.

This document does not provide you with any legal rights to any intellectual property in any

Microsoft product. You may copy and use this document for your internal, reference purposes.

The videos and eBooks might be in English only. Also, if you click the links, you may be

redirected to a U.S. website whose content is in English.

© 2015 Microsoft. All rights reserved.

Microsoft, Excel, Internet Explorer, Microsoft Dynamics, Office 365, SharePoint, and Windows

are trademarks of the Microsoft group of companies. All other trademarks are property of their

respective owners.

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Contents

Get connected to the social conversation using Microsoft Social Engagement ............................. 6

What's new in Microsoft Social Engagement 2015 Update 1 ...................................................... 7

Get started with Social Engagement ............................................................................................ 9

Set your preferences for the user interface ........................................................................... 15

Get help with Social Engagement ........................................................................................... 17

Videos & eBooks ..................................................................................................................... 18

Administer Microsoft Social Engagement .................................................................................. 19

Integrate Social Engagement with Office 365 ........................................................................ 20

Set up Microsoft Social Engagement ...................................................................................... 27

Configure solution defaults .................................................................................................... 30

Understand user roles ............................................................................................................ 33

Assign permissions and user roles .......................................................................................... 35

Create and manage location groups ....................................................................................... 37

Integrate Social Engagement with Dynamics CRM ................................................................. 40

Connect Social Engagement to other domains ...................................................................... 41

Set up searches to listen to social media conversations ........................................................... 43

Create or delete a search topic .............................................................................................. 46

Add rules to a search topic ..................................................................................................... 49

Refine your search rules ......................................................................................................... 58

Manage the quality of your search results ............................................................................. 59

Organize topics in categories .................................................................................................. 64

Manage your post quota ........................................................................................................ 66

Analyze social data using widgets .............................................................................................. 69

Get relevant data using filters ................................................................................................ 72

Perform visual filtering on widgets ......................................................................................... 80

Understand widgets on the Overview page ........................................................................... 81

Find out what people are talking about ................................................................................. 85

Understand the public perception using sentiment analysis ................................................. 88

See the locations for the posts ............................................................................................... 91

Analyze the sources for the posts .......................................................................................... 98

Engage on social networks ....................................................................................................... 102

Manage social profiles .......................................................................................................... 103

Keep track of live data streams with Social Center .............................................................. 110

Drive business objectives using posts................................................................................... 114

Stay up-to-date with alerts ...................................................................................................... 119

View, create, change, or delete an alert .............................................................................. 119

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Activate or deactivate an alert ............................................................................................. 122

Set a trend alert's sensitivity ................................................................................................ 123

Work with posts ....................................................................................................................... 124

Data retention in Social Engagement ...................................................................................... 129

Accessibility for Microsoft Social Engagement ........................................................................ 130

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Get connected to the social conversation using Microsoft Social Engagement

There’s a good chance that your customers and stakeholders are talking about your company,

your products, or your services somewhere on Facebook, Twitter, YouTube, blogs – or anywhere

on the worldwide web. With Microsoft Social Engagement you can now stay on top of what

people are saying on social media about your products or services, so that you can respond

quickly and effectively address the issues with your products or services.

Microsoft Social Engagement collects data from social media websites and presents it to you in

easy-to-consume charts and graphs that you can use to spot emerging trends in people’s

comments, whether they’re positive, negative, or neutral. You can even drill down into the data

and find out who’s mentioning your company, products, or services, where they posted the

comment, and what they said. Armed with these insights, you can pinpoint what you’re doing

right, and address potential issues before bigger problems arise.

Before you start using Microsoft Social Engagement:

Read the latest Microsoft Social Engagement 2015 Update 1 Readme to know any late breaking changes to this release.

Read What's new in Microsoft Social Engagement 2015 Update 1 to know the list of features added or updated in this release.

Download the Social Engagement Translation Guide to know which languages Microsoft Social Engagement is translated into, which languages you can search on, and which languages are supported by sentiment analysis.

As a next step, you can review information about the features in Microsoft Social Engagement.

Get started with Social Engagement: Find important information to get around in Social Engagement and how to set user preferences. Administrators get help to set up Social Engagement for their organization.

Administer Microsoft Social Engagement: If you’re an Administrator, review this information to get your users set up quickly with the appropriate permissions. Learn how you can integrate Social Engagement with other services like Dynamics CRM or Microsoft Dynamics Marketing

Set up searches to listen to social media conversations: Capturing the right data for your business is a crucial step for the successful analysis of social media data. Follow the topics in this section to set up searches, refine their quality and organize them according to your needs. Find out more about keeping your post quota in a healthy shape.

http://go.microsoft.com/fwlink/p/?LinkId=393612

http://go.microsoft.com/fwlink/p/?LinkID=391086

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Analyze social data using widgets: This section helps you to view the different areas to analyze the search results. See which filters are available to form a data set and how you can apply them to the various widgets.

Engage on social networks: Interact with other users on social media and keep the conversations flowing. Create streams to follow the conversations that matter the most to you and reply to posts directly from within Social Engagement. Find out how you can connect a social profile with Social Engagement and share it with other users of the solution.

Stay up-to-date with alerts: Stay on top of what’s happening on the social web. Set up alerts that are sent directly to your inbox and know the details without any delay if something important happens.

Work with posts: Find out what people say about your topics on social media and take the appropriate actions. Learn what information is provided alongside with the contents of a post.

To quickly access help topics when working with Social Engagement, choose the question mark

and select Help.

See Also What's new in Microsoft Social Engagement 2015 Update 1

Get started with Social Engagement

Administer Microsoft Social Engagement

What's new in Microsoft Social Engagement 2015 Update 1 Welcome to Microsoft Social Engagement. Here's a list of features we added to Microsoft Social

Engagement 2015 Update 1.

If you’re new to Social Engagement, see Get started with Social Engagement.

Listen, analyze, and engage on social posts With the redesigned user interface, which puts the information up front, it’s easier than ever to

navigate and find the posts that matter to you, so you can analyze and take action on them. You

can now find the posts that matter to you, analyze them, and take action on those posts in a

single application. To reflect the addition of Social Center functionality, the product name has

changed to Microsoft Social Engagement.

Tip

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Stay connected with your audience using Social Center Engage with your audience on Facebook and Twitter, directly from within Social Engagement.

With Social Center, you can create and share user-based streams to follow conversations and

collaborate when working with posts. Assign posts to other users and add custom labels to a

post. You can also authenticate social profiles and reply to posts or direct messages in real time.

More information: Keep track of live data streams with Social Center

Analyze social data with widgets Clickable areas on widgets let you visually add or remove filters for quick and interactive

analysis. Additionally, you can now access posts from every page in Analytics, providing a

convenient way to read the actual contents. More information: Analyze social data using widgets.

Identify significant phrases in social posts Content analytics are key to understanding what people are talking about on social media.

We’re introducing the new Conversations page in Analytics to provide deep insights into the

content of the social conversations. We extract important phrases from all social posts in your

data set, not just a sample, to provide a clear view into what’s on the minds of your customers

and stakeholders on social media. More information: Find out what people are talking about.

Use filters across different areas Use powerful filters to slice and dice your data and use it in different areas of Social

Engagement. Newly added filters (such as the label filter and post types filter) put even more

power in your hands to define the data you want to see. More information: Get relevant data

using filters.

Set up search topics using multiple rules Search topics provide a more intuitive creation process, providing different types of search

rules. You can add Facebook pages and Twitter handles directly to a search topic, allowing more

consolidated search topics and analysis. Additionally, you can create and manage custom

categories to organize search topics according to your requirements. You can now check the

quota for all your search topics, single categories, or single search topics of your solution. The

quota feedback calculation on the estimated number of results now takes the selected sources

and search languages into account. More information: Set up searches to listen to social media

conversations.

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Choose from two color themes You can display the user interface for the Analytics areas, Social Center, and Search setup in

either a light or a dark color theme. More information: Set your preferences for the user interface.

Explore Social Engagement with more multimedia content There’s more multimedia content added regularly to help you understand different aspects of

Social Engagement. To find a list of available videos and eBooks, see Videos & eBooks.

See Also Get started with Social Engagement

Videos & eBooks

Get started with Social Engagement This topic introduces common user-interface elements and useful tips to work efficiently with

Microsoft Social Engagement. You'll get a basic understanding of the application’s logic and

conceptual approaches to help you get started working with the various features and areas.

Prerequisites To provide you the best experience with Social Engagement, we recommend keep your browser

updated to the latest version.

Supported browsers

At least Internet Explorer 10

Latest version of Google Chrome

Latest version of Mozilla Firefox

Latest version of Apple Safari

Supported mobile devices

Windows Phone 8.1 devices with Internet Explorer mobile

Apple iPad and iPhone running at least iOS 7 with Apple Safari browser

Tablets and phones running at least Android 4.2 with Google Chrome Mobile browser

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Sign in to Social Engagement

To access Social Engagement, you must have an Office 365 subscription and be assigned

as a Social Engagement user by your Office 365 administrator. This means that your

organization also needs to have a license for Social Engagement.

Sign in to your Office 365 portal and choose Social Engagement in your list of services.

Enter (or bookmark) the URL for your Social Engagement solution in your browser. If you aren't already signed in to Office 365, you'll be asked to enter your Office 365 user name and password. If your credentials are accepted, you'll be forwarded to Social Engagement.

Navigate the application’s main areas Use the bar at the top of the page to navigate between all of the different areas of Social

Engagement. The exact selection of pages available depends on the set of permissions that your

system administrator assigned.

The navigation controls are as follows:

App launcher: Quickly navigate to your Office 365 portal and select from your available services.

Open default page: Start a fresh analysis on Analytics > Overview and reset all active filters.

Navigation: Choose this icon to see the application areas and quickly switch to the area that you are looking for.

Sign out: Sign out from Social Engagement and your Office 365 user account.

User options: Get one-click access to the My Preferences area, and see further information about Social Engagement.

Help options: See context-sensitive help topics for the area you’re working in and quickly access the Social Engagement forums and support contacts.

Application areas: The main areas to work in Social Engagement.

Note

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Search Setup: Create and edit search topics, defining the posts that Social Engagement acquires. Get an overview on your solution’s data acquisition status and its progress towards the post quota. Maintain lists of blocked content to optimize the quality of your data. More information: Set up searches to listen to social media conversations

Analytics: See widgets showing the data in your solution. Switch between different pages in Analytics to see more detailed information about the areas that matter the most to you. Add filters to slice and dice your data according to your business requirements. More information: Analyze social data using widgets

Social Center: Create and manage real-time streams of posts that match a selected data set. Depending on your user role and license type, you can share streams with other users of your solution. More information: Keep track of live data streams with Social Center

Message Center: Create and manage alerts to get the most recent posts or significant changes delivered to via email to the specified recipients. More information: Stay up-to-

date with alerts

Social Profiles: Manage social profiles that you own or that were shared with you to engage with your audience directly in Social Engagement. More information: Manage

social profiles

Settings: All users can define how the application displays for them. Administrators can manage user roles, set system-wide settings, and configure many more options. More information: Set up Microsoft Social Engagement

Help: Visit the Microsoft Social Engagement Help Center (opens a new website) to see the latest help topics. More information: Get help with Social Engagement

Get around in the Analytics area In most cases, the first thing you’ll see when you sign in to Social Engagement is the Analytics

area. By default, you’re looking at a data set that contains all posts gathered by all search topics

in the specified time frame.

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All pages in the Analytics area share the following structure:

Analysis focus: Define what data your current analysis focuses on and select a search topic, a category of search topics, or all search topics. You can switch between the different options at any time to narrow or extend your data set.

Filter section: Add or edit filters to slice and dice your data set according to your needs. At a glance, see which filters are applied to your current data set and quickly edit or remove them.

More options: Quickly create an alert from the Analytics area.

Time frame: Choose the dates you want to analyze your data. You can select a custom date or predefined values.

Data summary: See the number of posts and the trend of your current data set.

Page navigation: Navigate between the different pages of the Analytics area. Each page provides a more detailed view on key aspects of your data.

Overview: See at a glance what’s happening in your selected data set before you drill down into the more detailed pages. More information: Understand widgets on the

Overview page

Conversations: Find out which phrases are driving the social conversations in your data set. See more detailed analysis about trending phrases and dive into the posts that mention them. More information: Find out what people are talking about

Sentiment: See the public perception of the posts towards a search topic. Find out which phrases get mentioned in a positive or negative context and track your sentiment index over time. More information: Understand the public perception using sentiment

analysis

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Location: Gain insights about the geographical location of authors and posts and learn more about where the social conversations are most active. More information: See the

locations for the posts

Sources: Find out which sources are most actively used in your data set. See detailed analysis and drill down into the details of source-specific analysis. More information: Analyze the sources for the posts

Dynamic widgets: This area of the page contains widgets that display only when certain criteria is present. For example, a map on the Location Insights widget shows if you select filters that may include posts with location data. Whenever you change your data set by editing filters or changing the analysis focus, the widgets may refresh with the updated data, may disappear if the display conditions are no longer met, or may appear if the display conditions apply. More information: Analyze social data using widgets

Static widgets: The widgets on this area of the page are constantly displayed. Whenever you change your data set by editing filters or changing the analysis focus, the widgets refresh with the updated data. More information: Analyze social data using widgets

Post list: Expand this area to see the most recent posts that match your current data set. Update your data set or your time frame or load more posts to dive deeper into the contents. Take action and engage with your audience directly from within the application.

Get around in the settings area Administer your Microsoft Social Engagement solution and set the options for your solution and

its users. To set up your solution and get your users started quickly, see Set up Microsoft Social

Engagement.

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Page navigation: Navigate between the different pages of the settings area. Each page enables you to set options that apply system-wide, or to individual users only. Depending on your user role, you may not see all pages in the area.

a. My Preferences: Define how the application displays for you. The values are initially set by an Administrator but you can change the defaults according to your requirements. More information: Set your preferences for the user interface

b. Solution Defaults: Administrators can set system-wide defaults that apply to all new users and newly created search topics. More information: Configure solution defaults

c. User Management: Administrators define permissions and roles for the users of their solution. More information: Understand user roles

d. Location Groups: Define groups of countries/regions that you can use as filters to narrow your data set. More information: Create and manage location groups

e. Allowed Domains: Set the options for the domains that are connected to your solution and can request its data. More information: Connect Social Engagement to other domains

Page caption: Read a quick summary about the page’s purpose and what you can do on the page.

Settings options: Set the values on the settings pages according to your requirements.

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Privacy notices Microsoft Social Engagement offers hosted online services available to a wide variety of

customers and is comprised of the following social capability components within the software

application:

Social Media Monitoring – ability to listen to and monitor publicly available social

communications across public and managed networks administered by third parties.

Social Analytics – ability to identify, compute, and project queries related to publicly available

documents and posts.

Please note that Microsoft Social Engagement may enable access to third-party services, such

as Twitter, Facebook, Tumblr, YouTube, and blogs whose privacy practices may differ from

Social Engagement. Your use of such services, and any information you provide to them, is

governed by their service-specific privacy statements. You are encouraged to review these other

privacy statements. You are also encouraged to review the Microsoft Online Services Terms.

Microsoft Social Engagement stores customer search configurations and data curations in

tenant-separated databases (customer data). The customer data is then cached on the server

side in an internal application, to allow common retrieval indexing for the sole purpose of

maximizing solution performance.

Access to index cached data (customer data) is handled exclusively by the internal application,

and does not allow users to access or modify index cached data interactively in the internal

application. After a subscription license agreement is terminated, customer index cached data is

removed after a period of 180 days, according to our data retention policies.

See Also Configure solution defaults

Set up searches to listen to social media conversations

Set your preferences for the user interface When Administrators set up Microsoft Social Engagement, they define default values that apply

to all users of the same solution. However, you can override the Administrator’s defaults to

display the user interface according to your requirements. For your Social Engagement profile,

you can select the following:

Screen language

Default time frame for your analysis

Preferred color theme

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Date and time format

Number format

Edit or reset your user preferences

1. On the nav bar, choose the Settings icon > My Preferences.

--OR--

Navigate to Settings > My Preferences.

2. On My Preferences, choose Set your Preferences.

3. In the drop-down menus and dialog boxes, set your options.

4. To reset the values, choose Reset to Defaults at the bottom of the page.

Option What you can do

Screen language Choose the language that the application will

be displayed in.

Date and time format Set the default date and time format for charts

and graphs in the dialog box.

Theme Choose between a light and a dark color theme

for your user interface.

Number format Choose from a predefined set of option to

display numbers on the user interface.

Default time frame Set the default time frame to present data in

your charts and graphs for analysis. You can

change the time frame at any time.

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See Also


Configure solution defaults

Get help with Social Engagement We have multiple ways to help you get started with Microsoft Social Engagement.

Videos and eBooks: Take a look at the Videos & eBooks to learn more about Social Engagement.

First things first: Find help for relevant tasks for your user role when you sign in the first time.

To see the tasks after your first sign-in, go to the Analytics area and choose the question

mark in the nav bar and select First things first.

User’s Guide: Download a PDF file to keep help contents handy in a single file.

Access help topics

Social Engagement redirects you to context-sensitive help topics associated with the page you’re

working with when you access help through the nav bar.

1. On the nav bar, choose the question mark icon .

2. In the drop-down menu, select Help.

See Also



Set up Microsoft Social Engagement


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Videos & eBooks

Check back regularly on our YouTube channel to view the latest videos about Microsoft

Social Engagement. More information: Microsoft Social Engagement YouTube channel

Get started

Analytics Deep Dive (4:25)

Understanding Sentiment (3:50)

Managing Alerts (3:23)

Setting Up Search Topics (3:33)

Tuning Search Topics (5:38)

Managing Users and Settings (3:15)

Understanding Quotas (1:41)

Identifying Influencers (2:32)

Working with Posts (2:07)

eBook: Introducing Social Engagement

eBook: Microsoft Social Engagement for CRM

eBook: Set Up a Social Engagement Search for Your Product

Sales boosts from social engagement

Spring ’14 Sales Scenarios (3:16)


eBook: Social is for Closers

Tip

















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Marketing boosts from social engagement

Spring ’14 Marketing Scenarios (5:31)

eBook: Increase your impact with Microsoft Dynamics Marketing

eBook: Introducing Social Engagement


eBook: Your Brand Sux - See how you can enhance your marketing efforts and brand

management through social engagement.

eBook: Social is for Closers - Learn how social engagement can help you find new

opportunities.

Customer care boosts from social engagement

Customer Care Scenarios (5:31)

eBook: Your Brand Sux - See how social engagement helps you better manage your

customers.

Administer Microsoft Social Engagement Setting up the solution for your users is crucial for the effective usage of Microsoft Social

Engagement. To learn more about the main tasks for administering your solution, review the

topics listed here.

You need to be a Social Engagement Administrator or Power Analyst to perform this

task.

Manage your subscriptions in Office 365 Get to know how you can give users access to Social Engagement and how you can add user

licenses and post quota to your subscription. More information: Integrate Social Engagement with

Office 365

Note









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Understand user roles in Social Engagement There are two types of user roles in Social Engagement: Configuration roles and Interaction

roles. Assign users of your solution the appropriate roles for analyzing data and engaging

publicly on social media. More information: Understand user roles

Set solution defaults for other users To get your users started quickly with Social Engagement, define default values for their search

configuration and the look and feel of the application. More information: Configure solution

defaults

Set up searches Defining relevant search topics is one of the most important concepts when using Social

Engagement. Learn how you gather relevant posts, refine your search topics, and make sure you

stay within the post quota. More information: Set up searches to listen to social media conversations

Create and manage location groups Social Engagement comes with a predefined set of location groups. To maintain your own set of

location groups for your solution, you can create custom location groups. More information: Create and manage location groups

Integrate Social Engagement with Dynamics CRM Display charts and lists from Social Engagement in other applications. Currently, you can add

Social Insights to Microsoft Dynamics CRM 2015 and Microsoft Dynamics Marketing. More

information: Integrate Social Engagement with Dynamics CRM

See Also Integrate Social Engagement with Office 365

Integrate Social Engagement with Dynamics CRM


Integrate Social Engagement with Office 365 Using Microsoft Office 365, you can manage Microsoft Social Engagement user licenses and

other services.

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This section is intended for Microsoft Social Engagement administrators interested in

exploring Office 365 services and how to integrate it with Microsoft Dynamics CRM or to

connect Social Engagement to other domains.

Prepare your organization

Before you can use Social Engagement, you need to create an Office 365 tenant for your

organization.

1. Sign up on Office 365.

2. Follow the wizard to create your organization and your administrator account.

3. Optionally, select the number of users that you plan to provide access for.

4. Optionally, select add-ons to enhance your post quota.

5. Complete the purchase process to start provisioning Social Engagement.

It takes a few minutes to complete the provisioning process before you can access Social

Engagement. You’ll receive an email when it’s set up. In the meantime, consider

creating users or assigning licenses to users. If you don’t find a shortcut in the Office 365

nav bar to Social Engagement, verify that a Social Engagement license is assigned to you.

We recommend that you share your Microsoft Social Engagement solution URL with your users

and ask them to save it as a bookmark.

If you’re looking for Social Engagement, the URL contains your organization’s appID and will look

like this: https://listening.microsoft.com/app/<appID>.

For step-by-step instructions on adding a service to an existing Office 365 subscription, see Buy

or try subscriptions for your organization.

Access Social Engagement from the Office 365 admin center

Manage your provisioned Social Engagement online services by signing in to the Office 365

admin center.

Note

Note




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1. In the browser of your choice, open https://portal.office.com.

2. Sign in with your Social Engagement account, for example, [email protected].

For more information and to learn about key administration features, see About the Office 365

admin center - Admin Help.

Purchase licenses or add other O365 plans

You can purchase and add licenses and other plans to your subscription any time. You must be a

global or billing administrator for your company’s account to purchase licenses or add other

Office 365 plans to your subscription in Office 365 admin portal.

1. In the Office 365 admin center, click purchase services.

2. Select the Microsoft Social Engagement add-on or user licenses you want to purchase and click the Add button.

3. Customize your order by choosing the number of licenses you’d like to order. You have optional add-ons to select from before you check out. Once you have the number of licenses you want, choose check out.

4. Follow the checkout procedure to confirm your purchase. More information: Microsoft

Dynamics CRM pricing and licensing

Invite users

Enable a user by assigning a license to the user.

You must be your company’s Office 365 administrator to perform this task.

1. In the Office 365 admin portal, choose users and groups > active users and select the user.

2. In Assign Licenses, select the Microsoft Social Engagement check box.

3. Choose the Save button. More information: Assign or remove licenses.

Note

http://go.microsoft.com/fwlink/p/

https://support.office.com/article/About-the-Office-365-admin-center-Admin-Help-58537702-d421-4d02-8141-e128e3703547

https://support.office.com/article/About-the-Office-365-admin-center-Admin-Help-58537702-d421-4d02-8141-e128e3703547





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Create users

While managing your subscription to Social Engagement through the Microsoft Online Services

environment using the Office 365 admin portal, you need to create a user account for every user

who requires access to Social Engagement. To learn more about how to view, modify, and

delete subscriptions in Office 365, see Manage a subscription.

For step-by-step instructions about how to assign user licenses in Office 365, see Assign a license

to a user.

Assign licenses

You must assign a license to each user account before users can access the online

service. You can do so either when creating the user account or at the later stage.

Irrespective of the type of license assigned to a user, as an administrator you can always

modify the user’s rights to use certain features. More information: Assign permissions and

user roles.

Microsoft Social Engagement offers two types of licenses for the users:

Microsoft Social Engagement Professional license

Microsoft Social Engagement Enterprise license

Enterprise license provides users with additional functionality compared to Professional

licenses. The following table lists the significant differences between the two licenses.

Your Social Engagement instance can have a combination of Professional and Enterprise

users and you can remove or switch existing licenses based on your changing business

requirements.

Feature

group

Feature Professional

license

Enterprise

license

Comments

Social Center Social Center

and available

streams

Limited to two owned streams per

No limits on the number of streams a user can

Stream addition is

regulated by the

specific user roles.

Note

Important




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Feature

group


license

Enterprise

license

Comments

users.

own.

Able to share streams.

More information: Understand user roles

Stream share No. Can only

receive shared

streams.

Yes. Unlimited

stream sharing.

Stream sharing is

regulated by the



Tag post with

labels

Yes Yes Tagging is regulated by


Depending on the user

role, the user can

define the labels

himself, or use the

defined labels to assign

it to posts. Every post

can have only one

label.

More information: Work with posts

Assign post to

another user

No. Can only

filter post by

assignee.

Yes. Can assign

posts to both

Professional and

Enterprise

license users.

Social Profiles Yes Yes Professional and

Enterprise license users

are able to setup and

authenticate social

profiles

(Facebook/Twitter)

depending on their

user role.

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Feature

group


license

Enterprise

license

Comments

More information: Manage social profiles

Reply Yes Yes Depends on Understand

user roles.

Private

messages

Yes Yes Users are able to view

and search for private

messages on the social

profiles that have been

authenticated and

allowed for acquisition

by the owner.

Remove or switch licenses

To get the maximum benefits of your Social Engagement instance, you might consider upgrading

or downgrading user licenses based on your changing business requirements. When you create

an Office 365 user account, you normally assign a license to that user so that they can use certain

features.

Since the Enterprises license offers more features, downgrading an Enterprise user to a

Professional user can have consequences with the user potentially losing more assets

than in an upgrade scenario.

Before you can change the license assigned to a user, you must remove the assigned license,

delete the related user account in Social Engagement, and create a new account for the user.

Removing the license of a user from Social Engagement deletes all related custom settings,

alerts, and any owned or shared streams. In addition, users having shared streams from the

deleted user will lose those streams as well. Deleted custom settings can’t be restored. Search

topics owned by a removed user will persist. You must be your company’s Office 365

administrator to remove a user license.

1. In the Office 365 admin portal, choose users and groups > active users and select a

Note





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user.

2. In Assign Licenses, clear the Microsoft Social Engagement check box.

3. Choose the Save button.

You can also delete users on the Office 365 admin portal. When you remove a user from

your subscription, the license assigned to that user automatically becomes available to

be assigned to a different user. If you want the user to still have access to other

applications that you manage through Office 365, for example Microsoft Exchange

Online or Microsoft SharePoint, don't delete the user. Instead, simply remove the Social

Engagement license you've assigned to the user.

Check your Office 365 service health

You can quickly get real-time status of all your Office 365 services.

1. Sign in to your Office 365 admin center.

2. Select service health, and then choose planned maintenance to see if any events are planned for your subscription.

Privacy notice

Microsoft Social Engagement uses session cookies to allow users to move from page to page

without having to sign in again on each page. At the user’s direction, we may use cookies to

store credentials to facilitate authentication for future sessions.

Session cookies are essential to operate Microsoft Social Engagement; there is no option to opt

out of these cookies. However, sign-in cookies are stored only at the user’s request.

If you designate a Microsoft partner (for example, by trying or purchasing Microsoft Social

Engagement in response to a partner request or quote, or by designating a partner to assist in

the use or administration of Social Engagement), Microsoft will make your information available

to the partner as you direct.

See Also


Assign permissions and user roles

Integrate Social Engagement with Dynamics CRM

Connect Social Engagement to other domains

Note


27

Set up Microsoft Social Engagement This topic explains what the Administrator for your organization does to set up Microsoft Social

Engagement.

Set solution defaults

You need to set up Microsoft Social Engagement to enable your users to work with Social

Engagement data. Begin by setting the system defaults. You need to be a Social Engagement

Administrator to perform this task.

1. Navigate to Settings > Solution Defaults.

2. In Solution Defaults, set your options.


Name Edit the name of your solution.

Screen language Set the default language for the user interface.

Default time frame Define the default time frame for your users’

analysis.

Date and time format Set the default date and time format. To edit

the current values, choose Edit.

Number format Select the number format from a predefined

set of options to display numbers on the user

interface.

Search languages Set languages for your search. The search

topics will look for posts in the languages you

choose. Choose the Add button, select the

language, and then choose Save button.

Search setup filters Select the sources and languages that are

selected by default for new keyword search

rules in your search topics. Select the filters,

and then choose Apply.

28


Status Labels Define labels that users can assign to posts. To

add a new label, choose the Add Status Label

button and then choose Apply. More

information: Configure solution defaults

The default values apply to all users for your organization. However, users can override

the default settings for their account by editing them in Settings > My PREFERENCES. .

Set up your first search topic and add rules

After setting up your system defaults, define your first search topic to have data available to

analyze. Think about what topics are relevant to your users. The number of queries for a topic

isn’t limited, and you can edit your rules any time.

1. Navigate to Search setup.

2. In the SEARCH TOPICS pane, choose Add search topic icon .

3. Name your search topic and assign a category.

4. Under RULES, choose Add rule icon .

5. Select the rule type you want to add and configure the rule.

6. In the rule pane, choose CONTINUE to see an approximate number of posts you can expect from this rule. If the rule is within your post quota, you’ll be allowed to save it. Otherwise, a message will appear indicating that you exceeded the quota.

7. Optionally, repeat from step 4 until you have added all required rules for this search topic.

8. In the SEARCH TOPIC SETTINGS area, choose SAVE icon to save the search topic and start data acquisition.

You can create an unlimited number of search topics to meet your requirements for

Microsoft Social Engagement. However, make sure that you stay within your post quota

Note

Note

29

to keep data acquisition up and running. More information: Set up searches to listen to

social media conversations

Privacy notices

Microsoft Social Engagement offers hosted online services available to a wide variety of


application:


















See Also


Configure solution defaults



30

Configure solution defaults Define system settings that apply to the whole organization, like solution name, search topic

parameters, labels for social center, or a custom link to a privacy statement. Set default, values

like date and time format, default screen language, or color theme for your Microsoft Social

Engagement solution, enabling your users to start efficiently.

You need to be a Social Engagement Administrator to perform this task.

If you aren’t an Administrator, you can only override the default values for how Microsoft Social

Engagement is displayed for you in My Preferences. More information: Edit your user preferences

Edit the solution name

Your solution name is used for reference in various areas of the application, for example on the

nav bar, or while generating alerts and notification emails, or exporting the content.


2. Enter the new name for your solution in the Name text box, and then choose Apply.

Edit the default date and time format

You can use the available date and time format or customize it. All charts and analysis will

display the selected date and time format.


2. Choose Edit in the Date and time format section.

3. Update your settings, preview the result, and choose Confirm to save your changes.

Edit the default screen language

You can set the default language of the user interface for all users of your solution.

Note

31


2. Select the screen language from the Screen Language drop-down list.

3. Choose Apply to save your changes.

Add or remove search languages

You can select the languages you want to have available when you set up or edit a keyword

search rule in a search topic.


2. Under Search languages, choose Add icon and select the languages you want.

Tip The more search languages you add, the more posts your keyword search rules

may find. For more information on the supported languages, see the Microsoft

Social Engagement Translation Guide.


2. Under Search languages, choose Delete next to the language that you want to remove.

Caution Removing search languages may have the following impact on existing search

topics and rules:

Search rule gets updated: The removed search language is removed from search rules with multiple active search languages.

Search rule gets deleted: If the search rule consists only of the removed search language, the rule is removed from the search topic.

Search topic gets deleted: This occurs if the search topic consists only of search rules in the removed language.

Add search languages

Remove search languages



32

Define defaults for new search topics

If you’re an Administrator, you can define defaults for new search topics. Select the sources and

languages that are selected by default for new search topics. Users that create new search

topics can either use your provided defaults for their search topics or override your settings

when they set up search topics.


2. Under Search setup filters, select the sources and languages that you want to provide as default values for new search topics.

3. Choose Apply.

Link to a custom privacy statement

As an Administrator, you can decide about the privacy statement for your users and its linked

URL for your Social Engagement solution.

1. Choose Show link to privacy statement.

2. Enter the URL of the privacy statement in the input field URL to show in this Social Engagement solution.

3. Optionally, to verify that the entered URL works, choose Test URL.

4. Choose Save URL to save your changes.

1. Choose Don’t show link to privacy statement.

2. Choose Apply to save your changes.

Manage labels for posts

Define labels to classify posts. Labels are a quick and easy way to assign a status to a post and

allow you to add visual markers for a post.

Show the link to the privacy statement

Hide the link to the privacy statement

33

Users must have a Social Engagement Enterprise User License and at least a Responder

Engagement Role to assign labels to posts.


2. Under Status Labels, choose Add Status label icon .

3. Select a color from the Color drop-down list; add a description for your label in the Description text box, and then choose Apply to save the label.

Tip

To discard changes when editing status labels, choose Reset at the bottom of the page.

To change an existing label, edit the color or the description in the labels list and choose

Apply to save your changes.

To remove a status label, choose Delete next to the label description, and confirm

your deletion.

You can re-arrange the order of the labels by using the chevron controls on the right of

the label description.

See Also



Set your preferences for the user interface

Understand user roles You can assign roles with appropriate permissions for the users of your Microsoft Social

Engagement solution. Every user can be assigned two sets of roles, configuration roles and

interaction roles. This provides administrators with the flexibility to manage the user roles and

permissions and give users the functionality they need.

To assign and edit user roles, go to Settings > User Management.

Settings page is visible to Administrators only.

Note

Note

34

Every invited user should be assigned the two types of roles. The configuration role defines

permissions to set up search topics and to configure the application. The interaction role defines

the permissions to collaborate with other users of the solution and to engage on social media

from within the application. An Administrator needs to confirm the automatically assigned

Analyst and Reader role to an invited user, or update the user role. Microsoft Social Engagement

User roles set in Microsoft Dynamics CRM don’t apply to Social Engagement. You’ll need

to set roles in both Social Engagement and in CRM. A user can have a different role in

each application.

If there are Newly invited (Analyst/Reader) users in the solution, Administrators will

receive a notification when accessing the Settings area.

Configuration user roles

The following table shows the Analyst, Power Analyst, and Administrator configuration roles and

their permissions.

Permissions Analyst Power Analyst Administrator

View all analysis Yes Yes Yes

Edit sentiment value for

posts

Yes Yes Yes

Delete posts No Yes Yes

Exclude/Delete authors No Yes Yes

Create and edit search

topics

No Can only edit

owned search

topics.

Yes

Create and edit location

groups

No Can only edit

owned location

groups.

Yes

Manage user roles No No Yes

Exclude sources and

terms

No No Yes

Important

35

Permissions Analyst Power Analyst Administrator

Create and manage

alerts

Yes Yes Yes

Set solution defaults No No Yes

Interaction user roles

To enable users to interact with a post from within Social Engagement, administrators can assign

the appropriate interaction roles. Typically, a user with a Manager role defines streams and

shares them with other users. Readers just want to keep track of the conversations and posts

assigned to them, while Responders tend to take action on a post.

Permissions Reader Responder Manager

View streams Yes Yes Yes

Manage social profiles No Yes Yes

Edit labels on posts No Yes Yes

Edit post assignments No Yes Yes

Manage streams No No Yes

Engage on a post No Yes Yes

See Also


Integrate Social Engagement with Office 365


Assign permissions and user roles Manage user permissions by assigning user roles for newly licensed users and editing user roles

for existing users. Learn how to contact licensed users by email in Microsoft Social Engagement.

36

You must be a Social Engagement Administrator to perform these tasks.

Assign a role to a new user

1. Navigate to Settings > User Management.

2. In the User list, select Newly invited (Analyst) from the drop-down menu and choose the Edit button.

--OR--

In the notification under the nav bar, choose Invited users.

3. Optionally, select multiple users at once to perform bulk update.

4. In the Assign New Role dialog box, select the user roles from the drop-down menu.

5. To confirm your assignment, choose the Save button.

Change a role for a user


2. In the User list, select the list entry you want to edit and choose Edit button.

3. In the Edit User Role dialog box, select the user role from the drop-down menu.

4. Choose Save button.

The specified user will receive an email with the updated user roles and permissions.

Bulk editing user roles is limited to newly invited users.

Send email to users

Use your email client to send email to Microsoft Social Engagement users. You don’t need to

research a user’s email address. The email opens with the recipient’s address already filled in.

Note

Note

37


2. Identify the user you want to contact and choose the Email button beside the user’s name.

Privacy notice

Microsoft Social Engagement uses session cookies to allow users to move from page to page

without having to sign in again on each page. At the user’s direction, we may use cookies to

store credentials to facilitate authentication for future sessions.

Session cookies are essential to operate Microsoft Social Engagement; there is no option to opt

out of these cookies. However, sign-in cookies are stored only at the user’s request.

See Also


Understand user roles

Integrate Social Engagement with Office 365

Create and manage location groups Add location groups as filters to narrow the data set on locations that are most relevant in your

context. Location groups are subsets of the available countries/regions for location analysis in

Microsoft Social Engagement. You can create custom location groups or use the predefined

ones.

38


task.

Find available location groups

To give you a set of location groups to start out with, predefined location groups are automatically created.

To see the list of locations groups, navigate to Settings > Location Groups.

When adding a filter for Locations in Analytics, start typing the name of an existing location group and select it from the list.

Create a custom location group

Create a custom location group that you can use as a filter for alerts and analysis. You need to

be a Social Engagement Administrator or Power Analyst to perform this task.

1. Navigate to Settings > Location Groups.

2. Choose Add a location group icon .

3. Provide a name for the location group.

4. In the input field, start typing the name of the location you want to add to this location group until it shows up in the list. Choose the name of the location to add it to the location group.

5. Repeat step 4 until you have added all required locations.

6. Choose the Save button.

To add a larger set of locations, you can add existing location groups to a custom

location group.

Edit a custom location group

You can add or remove locations from a custom location group at any point in time.

Note

Tip

Note

39


task.


2. In the list of location groups, select the location group you want to edit.

3. Add or remove locations until the configuration suits your requirements.

4. Choose the Save button to confirm your selection.

Administrators can edit all custom location groups. Power Analysts can only edit custom

location groups they own.

Delete a custom location group

You can delete custom location groups that are no longer required. Predefined location groups

can’t be deleted. You need to be a Social Engagement Administrator or Power Analyst to

perform this task.


2. In the list of location groups, select the location group and choose Delete button.

3. In the overlay, review the information and confirm your deletion.

Administrators can delete all custom location groups. Power Analysts can only delete

custom location groups they own. Location groups are deleted irreversibly but you can

recreate them if required.

Alerts that have the deleted location group in the filter will be automatically set to

inactive and alert owners will be notified by email. Alerts won’t reactivate if you

recreate a location group with the same name.

See Also


See the locations for the posts

Note

Note

40

Get relevant data using filters

Integrate Social Engagement with Dynamics CRM Integrating Social Insights from Microsoft Social Engagement with Microsoft Dynamics CRM

Online, Microsoft Dynamics CRM 2015, or Microsoft Dynamics Marketing helps businesses

analyze social media data to spot emerging trends in people’s comments, whether they’re

positive, negative, or neutral. You can drill down into the data and see exactly what they said. By

consolidating the details from Dynamics CRM or Dynamics Marketing, you can find out what

you’re doing right, and address potential issues before bigger problems arise.

Connect with Microsoft Dynamics CRM Online

Review the buzz or the sentiment for your searches directly in Microsoft Dynamics CRM Online

by connecting your CRM Online instance with a Social Engagement solution.

You need to have a System Administrator security role or equivalent permissions in CRM

Online.

As an administrator, you configure the connection to Social Engagement and add the Social

Insights controls to the entity forms and system dashboards. Once you have connected CRM

Online to Social Engagement, you can use the Social Insights controls on CRM forms and

dashboard editors to specify what social data you want to see and in what form you want this

data presented. More information: Connect to Microsoft Social Engagement

Set up search topics from within CRM

Search topics are usually created by Administrators or Power Analysts directly in the

settings of Social Engagement. However, to get up and running quickly, users with

Administrator or Power Analyst user roles in Social Engagement can set up searches

from within CRM.

To have the full set of options for creating a search topic available, it’s recommended that you

work directly within Social Engagement. More information: Set up your own searches for Social

Engagement, Maintain your Social Engagement search terms

Add Social Engagement visuals to CRM

CRM Online users can add Social Engagement charts and visuals to dashboards, or they can add

them to account, contact, or competitor forms. You can also add Social Engagement charts and

Note

Note






41

visuals to other entity type forms. More information: Add Social Engagement visuals to a dashboard

or account

Download the eBook: Microsoft Social Engagement for CRM

Connect with Microsoft Dynamics Marketing

Connect Microsoft Social Engagement with Microsoft Dynamics Marketing to monitor social

media reactions from inside your marketing solution. With an integrated solution, you'll be able

to place Social Engagement widgets on your home page and side dock to get a global view. Or,

you can place widgets on your company or campaign maintain pages to keep an eye on social-

media reactions to specific marketing initiatives. More information: Connect to Microsoft Social

Engagement

Troubleshoot sign-in problems

Having trouble signing in to Social Engagement or another CRM Online service? Read

Troubleshoot sign-in problems for available resolutions.

See Also




Videos & eBooks

ebook:Microsoft Social Engagement for CRM

Connect Social Engagement to other domains Enable communication between Microsoft Social Engagement and other compatible

applications (such as Microsoft Dynamics CRM) by adding domains to a list that are allowed to

make requests for your Social Engagement data. You can remove domains from the list to

disallow communications.








42

To add or remove domains, or to connect Social Engagement to another application,

you must be a Social Engagement Administrator.

You can enter the following values in your list of allowed domains:

Full domain names: This enables communication between the specified domain and your Social Engagement solution, for example, app.contoso.com

Domain names with wildcards: This enables communication between all subdomains of the entered domain and your Social Engagement solution, for example, *.contoso.com

Host names: This enables communication between a custom host name and your Social Engagement solution, for example, http://hostname

You can add an unlimited number of domains to the list.

Add a domain

1. Navigate to Settings > Allowed Domains.

2. Type the domain name in the Add domain text box, and then choose the Add button.

Remove a domain

1. Navigate to Settings > Allowed Domains.

2. Locate the domain that you want to remove, choose the Delete button, and confirm the deletion.

Add the solution URL to the configuration page

On the bottom of the Allowed Domains page, you’ll find the Solution URL.

Note

43

Copy the solution URL and paste it in the configuration page of the application that you want to

connect to Social Engagement.

Make sure to add the domain or host name of the application you plan to connect to

Social Engagement to your list of allowed domains.

See Also




Set up searches to listen to social media conversations Listen to conversations on social media around your brand, business, products, and competitors.

The first step to successfully engaging with your customers and others in social media is setting

up your search topics to ensure you’re capturing the right conversations. Once you’ve captured

these conversations, you can fine-tune your searches, analyze your data, and drill into the

information that matters most.

At least one active search topic is required to acquire social data. If you don’t see any

data in Analytics, make sure your search topics are properly configured.

Walkthrough: Create, refine and analyze a search topic

Step Description Related help topics

Create a search topic and assign

a category to logically structure

your searches.

Create or delete a search topic

--AND--

Organize topics in categories

Add rules to your search topic

to define which data is

gathered on public social

media. You can create

Keywords rules, Twitter rules,

Facebook pages rules, and

Add rules to a search topic

Note

Important

44

Step Description Related help topics

Private messages rules.

Validate your search topic to

preview results and get an

estimate of how this affects

your solution’s post quota.


Start analyzing your results

once the search topic has

gathered the first data.

Analyze social data using widgets

Optimize your search topics

constantly to make sure you’re

only gathering relevant posts.

Manage the quality of your search

results

--AND--

Refine your search rules

Available sources for search topics Microsoft Social Engagement covers a set of sources where public posts were published or

direct messages sent. Currently, the following sources are available for your search rules and

you can’t add custom sources:

Blogs: Full coverage of blog posts on Tumblr.com and broad coverage of blog posts from WordPress.

Twitter: Full coverage of public Tweets on Twitter. You can also gather direct messages if you choose to add a social profile and explicitly allow the acquisition of private messages.

Facebook: Posts and comments on Facebook pages without age restriction or geographical restriction that are added to your Facebook page rules. You can also gather private messages for Facebook pages if you choose to add a social profile and explicitly allow the acquisition of private messages.

Microsoft Social Engagement relied on Facebook’s Graph API to return keyword

search results from public Facebook posts. Facebook ended support for the usage of

this API by end of April 2015. Keyword search rules that contain Facebook as a

source can’t be supported anymore. For already acquired public Facebook posts

through existing keyword rules, you can preserve the data acquired before May 1,

2015 by keeping the Facebook source check box selected. If you want to remove the

Important

45

already acquired posts from your database, clear the check box for the Facebook

source in the keyword rule and save the changes to the search topic.

Videos: Video posts published on YouTube.

News: News posts from news publishers. This source can find posts in English, French, German, Spanish, and Portuguese.

Available languages for search rules Microsoft Social Engagement offers a broad set of languages where search rules can look for

matching posts. However, sentiment analysis is available for a subset of the search languages.

For more details about the language coverage, download and review the Translation Guide.

Access search topics To access the search topics of your organization’s solution, navigate to Search Setup.

You can sort the search topics alphabetically, by the number of posts, or by category.

Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of


application:










Tip


46

See Also Create or delete a search topic


Create or delete a search topic It’s important to start with a clear idea of what kind of online information you want to listen to.

Set up new search topics and add at least one rule to each of them to find out what your

audience is discussing in their public social media posts. You can also edit search topics you’ve

created or delete them if they are no longer relevant.

This topic is part of a walkthrough on how you can set up searches. More information: Set up searches to listen to social media conversations

Create a search topic


task.


2. In the CATEGORIES pane of the Summary page, select a category for your search topic.

Optionally, you can create a new category.

3. In the SEARCH TOPICS pane, choose Add Search Topic icon .

The New Search topic page appears.

4. Provide a name for your search topic in the Name text box and verify the category of your topic.

Note You can add search topic names with up to 35 characters.

5. Under RULES, choose the Add Rule button.

The ADD RULE page appears with the rule options - Keywords rule, Facebook pages

Tip

Note

47

rule, Twitter rule and Private messages rule.

6. Choose the rule type you want to create and provide the required information.

For a keywords rule, define the keywords for your search. You can add inclusions, exclusions, and select search languages or sources.

For a Facebook pages rule, select the Facebook page you want to track.

For Twitter rules, define the Twitter users and post types you want to gather.

For a private messages rule, select the social profile whose private messages you want to track. More information: Add rules to a search topic

7. Choose Continue to estimate the number of results and see a preview of posts matching this rule.

8. Optionally, add another search rule to your topic.

9. In the SEARCH TOPICS pane, choose the Save button to store the search topic and start the data acquisition.

The search topic names are only for your reference, they aren’t included in the actual

search. Search topic names are like titles for your search topics so that you can quickly

relate to and use or reuse them.

Edit a search topic

To ensure you find relevant posts and be current with the business requirements, you can

change your search topics and the associated rules at any time. We strongly recommend

updating the rules in a search topic from time to time to make sure you’re gathering only

relevant information.

Administrators can edit every search topic in the solution, while Power Analysts can only

edit the search topics they own.


2. In the list of search topics, find the topic you want to edit and select the list entry.

3. In the list of rules, select the rule you want to edit.

Note

Note

48

4. Validate the updated rule and choose Save button to update the search topic.

Delete a search topic

As an Administrator, you can delete search topics at any time. Power Analysts can only

delete search topics they own.


2. In the list of search topics, choose the Delete button beside the topic you want to delete, and confirm the deletion.

Deleting a search topic has the following effects:

Data acquisition for the deleted topic stops immediately.

An automated email notification is sent to the user who created the search topic.

The search topic is no longer visible on the user interface.

Alerts and streams based on this topic are deactivated.

Privacy notices



application:






Important

Important

49













For every new or changed search topic configuration we run an initial estimation with Bing

Social to assess the amount of posts we will acquire with your provided search topic

configuration. For this purpose your keywords, inclusions, exclusions, and applied language

filters will be submitted to Bing Social.

See Also



Add rules to a search topic Search topics consist of one or more rules and define the data that's available for your analysis.

You can add an unlimited number of rules to a search topic. Each rule selects posts that will be

available for the analysis of the data set. You can update your search topics any time and add

more rules or change existing ones.


task.

The following table shows you what rules you can create depending on what you want to

accomplish.

If you want to Create a

Gather posts based on a query of keywords,

inclusions, and exclusions.

Keywords rule

Note

50

If you want to Create a

Gather all posts on or from a specific Facebook

page.

Facebook pages rule

Capture mentions, replies, tweets or retweets

from a Twitter account.

Twitter rule

Get the private messages that were sent to a

social profile that is authenticated in Microsoft

Social Engagement.

Private messages rule


Add a rule to a search topic

To enable searches and to collect posts, add one or more rules to a search topic.

Your keywords, inclusions, and exclusions aren’t allowed to extend over 128 characters.

You can add up to 15 keywords and inclusions per search rule, and up to 25 exclusions

per search rule.

Adding a rule usually leads to more posts resulting from your searches. The increased

number of posts will count against your post quota. You'll need to validate every search

topic you changed before you can save it. It's recommended that you review the results

of a new or updated search topic in a timely manner to ensure it collects relevant data

and complies with your quota limits. More information: Manage your post quota


2. In the list of search topics, select the search topic to add a rule to.

3. Choose the Add rule button.

The ADD RULE page appears.

4. Select the rule type you want to add.

Tip

Important

51

5. Define the values as required for the new rule. .

6. Choose Continue in the ADD RULE pane to add the rule to the search topic.

Important The solution checks the quota availability for the new rule, and prompts you

accordingly. If your quota can’t accommodate the new rule, you can’t save it.

7. In the search topic pane, choose the Save button to activate your search topic, or add another rule to your topic. More information: download the eBook.

Add a keywords rule

Create rules from keywords, inclusions, and exclusions and define the sources and languages

you want the rule to search on. This is the common way to define a rule in a search topic and

usually results in a significant amount of posts.

1. Navigate to Search Setup.

2. Choose the search topic you want to add the rule to. Optionally, you can create a new search topic.

3. Under RULES, choose Add new rule button.


4. Choose Keywords rule.

5. Enter the keywords; select the inclusions, exclusions, and the filters that you want to use when searching for posts.




7. In the search topic pane, choose the Save button to activate your rule.


52

Add keywords to search for

Keywords define the words and phrases to listen for. Keywords are exact but not case-sensitive.

We recommend that you include variations of the keywords. For example, if you put “phone”

and the term that appears in a post is “phones,” your result won’t be selected by the search

rule, and won’t show up in your analysis. For each keyword, the comma serves the function of

“OR.” If you have added more than one search term, your search rule looks to find at least one

of the listed terms. Also, think about adding acronyms and common contractions. It’s important

to review keywords regularly. If your keywords yield too many results, think about narrowing

the search rule by adding inclusions and exclusions or reducing the number of keywords. More

information: Refine your search rules

Note that sentiment analysis in Social Engagement is target-specific. A post’s sentiment value

always refers to the keywords of a search rule only. For example, if you’re looking for sentiment

values about your brand, make sure to add your brand name as keywords.

For example, let’s assume you want to listen to posts about a product, manufactured by

Contoso. You could add the keywords to a search rule like this: Product name, #prodname,

Name of the product. All posts that mention one of these keywords will result from the search

rule.

Add inclusions to a keywords rule

Narrow down your search so you get a much higher quality selection of posts and results. Think

of inclusions as the word “AND.” Your search will be filtered so that posts are selected only if

they contain at least one of the keywords AND at least one of the inclusions. Inclusions aren’t

case-sensitive.

When listening to posts about a product, you want to make sure the posts relate to a product in

the manufacturer’s portfolio. Consider adding different spellings of the brand or company name

to find posts that mention Contoso’s product. For example, you could add something like this to

the inclusions: #contoso, Contoso, @contoso. All posts that mention one of the keywords and

one of the inclusions are now found by this search rule.

When you set up your search rule, you can choose from the following options to decide how

close a keyword and an inclusion must appear in a post:

Sentence: Keywords and inclusions must appear in the same sentence.

Paragraph: Keywords and inclusions must appear in the same paragraph.

Post: Keywords and inclusions must appear in the same post.

We recommend starting with the default option (paragraph). If your search topic yields too

many irrelevant results, try narrowing it to the proximity in a sentence. Note that this may also

remove relevant posts because all combinations of inclusions and keywords outside of a

sentence will no longer be picked up by the keywords rule.

53

Inclusions are an efficient way to reduce the number of posts resulting from your search, and

are a great way to make sure you stay within your quota.

Exclude terms from a keywords rule

Sometimes a specific word or phrase can overwhelm your results with irrelevant posts. With

exclusions, you can narrow down your searches and improve your results. Enter the words to

exclude, separated by commas, and your searches will ignore posts containing these terms.

Exclusions aren’t case-sensitive. For every term you add to the exclusions, your search will be

filtered so that posts won’t be selected if they match one of the keywords but contain any of the

added exclusion in the same post. Think of exclusions as the term “AND NOT.”

For example, let’s assume you’re not interested in discounts or offers around Contoso’s product.

To avoid results that contain either “discounts” or “offers,” add the terms to the search rule’s

exclusions. All posts that mention at least one of the exclusions in the same post as a keyword

will no longer result from this rule.

To exclude multiple terms from appearing with a keyword, the exclusions must be added to the

same search rule. If one rule searches for "Contoso" while excluding "discounts" and another

rule searches for "Contoso" while excluding "offers", the search topic will select all posts

mentioning "Contoso" that don’t contain both "discounts" and "offers". Whereas if a query

searches for "Contoso" while excluding "discounts, offers," it excludes all posts mentioning

"Contoso" that don’t contain either "discounts" or "offers".

You can exclude terms from all active search rules at once by adding a term to the list of

blocked content. More information: Manage the quality of your search results

Exclusions are an efficient way to reduce the number of posts resulting from your search, and a

great way to make sure you stay within your post quota. Choose your exclusions carefully to

avoid missing relevant posts.

Handle special characters in keywords, inclusions, and exclusions

Exact searches are critical to successful social listening. Special characters are often used in

brand or product names in the form of connectors. Social Engagement interprets the special

characters +, &, /, and - as separate entities in a search rule.

For example: Searching for the term “City Power & Light” will result in posts that mention this

term in all combinations of whitespaces. Posts that contain either of the following terms (not

case-sensitive) will be picked up by the search:

City Power & Light (whitespaces before and after the special character)

Tip

54

City Power& Light (whitespace after the special character)

City Power &Light (whitespace before the special character)

City Power&Light (no whitespaces before and after the special character)

Additional special characters for Twitter

Authors on Twitter regularly use #hashtags, $stocktweets or @mentions. Use the special

characters for Twitter if you want to search explicitly for #hashtags, $stocktweets, or

@mentions. Social Engagement interprets those terms as unique entities when added to a

search rule.

For example, searching for the term #contoso will only find results that contain the exact match

of the hashtag.

Limitations on topic names, keywords, inclusions, and exclusions

Although you can create an unlimited number of search queries per search topic, there is a limit

on the length and number of terms.

Maximum length, in characters, of search topic names: 35.

Maximum length, in characters, per keyword, inclusion, and exclusion: 128.

Maximum number of keywords per search rule: 15.

Maximum number of inclusions per search rule: 15.

Maximum number of exclusions per search rule: 25.

Add a Facebook pages rule

Keep track of all conversations that happen on a Facebook page. Usually, you follow

conversations on a Facebook page in full context and don’t look at specific posts only. By adding

a Facebook page to a search topic, you make sure that all posts on a Facebook page (such as

posts from the audience or comments from the page admin) are captured for further processing

in Social Engagement.



3. Under RULES, choose the Add new rule button.


55

4. Choose Facebook pages rule.

5. In the input field, enter a Facebook page URL or search for a Facebook page with a keyword.

6. In the list of results, choose the Facebook page to add.

-- OR --

Select a Facebook page from the social profiles that you added.

7. Select the message types you want to add to this rule.





Add a Twitter rule

Follow conversations on Twitter and add a Twitter rule to see tweets, mentions, replies, or

retweets in a search topic.





4. Choose Twitter rule.

5. In the search field, enter the Twitter @username you want to track.

If you don’t have a Twitter profile added to your social profiles, you need to sign in to

Twitter first to perform searches on Twitter.

6. In the list of results, choose the Twitter profile to add.

56

-- OR --

Select a Twitter profile from already added social profiles. More information: Manage

social profiles.

7. Select the message types you want to add to this rule.





Add a private messages rule

To see the details of private messages that Social Engagement users sent or received on an

added social profile, create a private message rule in a search topic. You can create a private

message rule for every social profile if the owner of the social profile allows the data acquisition

of private messages.

Adding a private message rule will make all private messages that were sent to the

selected profile visible in your organization’s Social Engagement solution. All users of

the solution will be able to see the private messages and their replies, if they are sent

through Social Engagement.





4. Choose Private messages rule.

5. Select the social profile for which you want the private messages to be available in Analytics. Keep in mind that you can only choose from social profiles whose owner explicitly allowed the data acquisition for private messages.


Important

57




Privacy notices



application:






















See Also



58

Manage your post quota


Refine your search rules Analyze your results and optimize your search queries regularly to make sure you get the most

relevant data. Your searches may return posts that are irrelevant in the context you are looking

for. For example, if you want to search for the Microsoft Windows operating system and have

“Windows” as your search keyword, you are likely to find results about house windows. In this

case, consider adding inclusions like “OS” or similar terms to make sure you’re searching for the

operating system.


Terms and sources change. New abbreviations may gain popularity, or news about your topic

will be defined in a different way with different words. A recommended approach is to read

carefully through new and important posts to identify emerging topics or changes in wording.


task.

1. Navigate to Search Setup.

2. In the list of search topics, find the topic you want to refine and select the list entry.

3. Review your keywords, inclusions, and exclusions. Add synonyms, alternative spellings, typos, abbreviations, and the singular or plural forms of your terms.

4. Choose the Save button to save your edits and the updated search topic.

Using the updated rules, Social Engagement starts searching for posts immediately after you

saved the changed search topic. You’ll see the first results from the updated rules after a few

Tip

Note

59

minutes, when you set the analysis time frame to Today in Analytics. To see the newly acquired

posts, open the Posts view.

Once you have updated a search topic, existing posts that matched the former

configuration will persist in the database but your analytics will adapt to the updated

configuration. It may take a few hours to reflect the changes in the existing data.

In addition to refining your search rules, you can block the data acquisition for certain terms or

domains by adding items to Blocked Content. More information: Manage the quality of your search

results

Privacy notice



application:










See Also




Manage the quality of your search results You can perform quality management over the entire application by blocking irrelevant posts

and sources.

Note

Note

60

As an Administrator or a Power Analyst, you can add terms to the list of blocked content

to delete the matching posts in your analysis, or block entire domains from the data

acquisition and delete already acquired posts from these domains. Posts that are

deleted from your solution are deducted from your monthly post quota.


Block domains from your sources

To improve the quality of your organization’s data, you can block URLs that aren’t required. You

can add URLs and partial URLs to a blocked sources list that will be excluded from data

acquisition and analysis. Posts that were already acquired from a source on your blocked list are

deleted from the database 4 hours after you added the domain to the list. In the meantime,

posts from this source are hidden.

For example, you find multiple posts from a specific blog with irrelevant content or spam.

Instead of deleting every post manually from your analysis, you can add the blog URL to the

blocked sources list. Even if future posts on that blog match your keywords, they won’t show up

in your analysis.

When you're not interested in posts from a specific domain, add the domain to the list of

blocked domains.

You must remove a source from the blocked list to start the data acquisition for that

source again.

View blocked domains

Every user can review the list of blocked domains to find out which URLs are blocked from data

acquisition.

1. Navigate to Search Setup > Blocked Content.

2. Review the list in the DOMAINS pane.

Tip

Important

61

Block a domain from your searches

When you’re not interested in posts from a specific domain, add the domain to the list of

blocked sources.


task.

When you add a domain to the list of blocked domains, posts from this domain will be

hidden in Analytics for 4 hours and get deleted irreversibly afterwards.

1. Navigate to Search setup > Blocked Content.

2. In the DOMAINS pane, enter the domain or partial domain in the field.

3. Choose Add icon .

Blocking a top-level domain also excludes all of its subdomains. For example, if you

exclude contoso.com, the subdomain shop.contoso.com is also excluded.

Blocking domains can have a severe impact on the data you already acquired. Whenever

you add a domain to the list of blocked content, all posts found on the blocked domain,

including subdomains, will be removed from your database after a grace period of 4

hours.

Remove a domain from the list of blocked sources

Reactivate the data acquisition from a blocked source by removing the domain from the list.


task.


2. Identify the source you want to remove from the list and re-enable for data acquisition

Note

Important

Warning

Note

62

and choose Delete icon .

3. In the confirmation message, choose CONFIRM.

4. The data acquisition for the selected domain will restart.

Block keywords and terms from your searches

Exclude a specific term (word or phrase) by adding it to the blocked content list. Terms on the

blocked content list delete matching posts from the database. Because terms on the blocked

content list act as a global exclusion, it’s a very efficient way to improve the quality of your data.

However, be cautious of unintentionally deleting relevant posts.

Posts that don't show up in Analytics because of your blocked content settings don't count

towards your post quota.

For example, if you’re listening to multiple search topics about cars, but don’t want to see any

posts that mention the keyword “insurance,” you can add this term to the blocked content list.

This deletes all posts that mention “insurance” and posts that contain this term are no longer

acquired by your search topics.

View excluded keywords

Every user can review the list of blocked content to find out which words or phrases are blocked

from data acquisition.


2. Review the list of excluded keywords below the text input field.

Block keywords from your search results

Acting as global exclusions, keywords and phrases you add to the list of blocked content will be

deleted from your analysis and already acquired posts are removed from the database.


task.

Note

Important

63

When you add a keyword to the list of blocked keywords, posts matching this keyword

will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.


2. Type the term in the input field.

3. Choose Add icon .

Remove a keyword from blocked content

Remove a global exclusion and restart the data acquisition for posts matching this keyword by

removing a keyword from the blocked content list.


task. Data acquisition restarts after removing a keyword from the list of blocked

content. Posts aren’t acquired retroactively.

1. Navigate to Search Setup > Blocked Content.

2. Identify the list entry you want to remove from the blocked content and choose Delete icon .

3. In the confirmation message, choose CONFIRM.

Manage the data acquisition volume

Optimize your search topics regularly. Review the rules to make sure that only relevant data is selected. Validate your rules before saving the search topic to get an impression of how many posts you’re expecting for the configuration you provided.

Maintain a list of blocked sources to delete matching posts and avoid any posts appearing in your results from the listed domains. When you add a source to the list of blocked sources, posts from this source will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.

Maintain a list of blocked terms to delete matching posts and avoid any posts appearing in your results that match the listed terms. When you add a term to the list of blocked terms, posts matching this term will be hidden in Analytics for 4 hours and get deleted irreversibly afterwards.

Note

64

Exclude authors who publish irrelevant posts that match one of your search topics.

Get additional post quota. Ask your Office 365 admin to add more posts to your solution’s quota in the Office 365 admin center.

Privacy notice



application:










See Also



Organize topics in categories Categories allow you to structure and group search topics the way it makes most sense to you.

While categories have no impact on the posts that result from your search topics, they help

greatly to organize your searches.


Required user roles

To create and manage a new category, you must have at least the Power Analyst user role in

Analytics. To manage default categories owned by another user, you must have an

Administrator user role in Analytics.

Note


65

To assign a search topic to a category, or change the category for a search topic, you must either

be the owner of the search topic or have an Administrator user role in Analytics.

Create a category

To see the category in Analytics, make sure at least one search topic has this category assigned.


2. In the CATEGORIES pane, choose the Add category button .

3. Provide a name for the new category in the text box displayed.

4. Choose Add category.

Rename a category

To re-use existing categories and customize them for your needs, you can rename categories

without impact on the data acquisition.


2. In the CATEGORIES pane, select the category you want to edit.

3. Choose the More actions button and then choose Rename button .

4. Update the name for the category in the text box displayed.

5. Choose Rename.

Delete a category

Before you delete a category, make sure that no search topics have this category assigned

anymore. If you own the search topics or are an Administrator, you can re-assign the search

topics to a different category before you delete it.

Deleting an empty category has no impact on the actual search results.


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2. In the CATEGORIES pane, select the category you want to delete.

3. Choose the More actions button and then choose the Delete button .

4. Confirm your deletion.

See Also




Manage your post quota Keep track of the number of posts that result from your search topics towards your solution's

post quota. Your solution is priced based on the number of posts you can acquire per month.


If you’re expected to exceed the post quota of the current month, you’ll get a

notification email. When you exceed your post quota, data acquisition will be stopped

for any of the following reasons:

You still exceed your post quota after 48 hours from the time the notification was sent.

Your solution passes the temporarily granted additional post quota.

For example, if your monthly post quota is 10,000 posts, your grace period starts when you

receive a notification that your solution will probably exceed your quota limits. Data acquisition

will be stopped automatically after 48 hours if you have exceeded your post quota by then, or as

soon as your solution gathered more than 50,000 posts before the 48 hours have passed.

To see your state of your current post quota, navigate to Search Setup.

The quota period is one calendar month:

Start: First day of a month, 00:00 AM.

End: Last day of a month, 11:59 PM.

Note

Important

67

Get the post quota status

To get a quick overview on the post quota for all your search topics, for single categories, or for

single search topics, navigate to Search Setup > Summary. For more detailed quota information,

drill down into the categories and search topics to see the quota usage of these items.

If your solution tends to exceed the quota, all users with an Administrator role will get an email

notification. You have the following options to take action:

Optimize your search topics regularly. Review the search topics to make sure that only relevant data is selected. Previewing a search topic before saving it is a great help to get an impression of how many posts we're expecting for the configuration you provided.

Maintain a list of blocked contents to avoid any posts appearing in your results from the listed domains or matching the listed keywords.

Exclude authors who publish irrelevant posts that match one of your search queries.

Proceed carefully when excluding an author or blocking contents. Posts matching items

on the list of blocked contents will be deleted irreversibly after 4 hours. More

information: Manage the quality of your search results.

Quota status Appears What you should do

Within quota When the calculated

expectations are still within

your monthly limits.

No action is required.

Expected to exceed quota If your solution is expected to

reach your monthly quota

before the current month ends.

Monitor your post quota

closely. Alternatively, increase

the post quota or edit or

remove search topics or

Facebook pages.

Quota exceeded If your solution acquired more

posts than your post quota

allows.

Take immediate action by

adding post quota. Your

solution will continue to

acquire posts until you either

surpass the granted grace

period, or until you reach the

additionally granted post

Caution

68

Quota status Appears What you should do

quota.

Acquisition stopped When Administrators were

informed and the solution

exceeded your post quota

without any action taken. The

solution’s acquisition was

stopped automatically.

Increase the post quota to

restart your acquisition

immediately or wait until the

first day of the next month to

restart the acquisition.

Your Office 365 admin can upgrade your subscription and purchase additional post quotas for

your solution at any time in the Office 365 admin center. More information: Microsoft Dynamics

CRM pricing and licensing

Keep the post quota healthy

Keeping the post quota healthy is crucial to make sure the data acquisition isn’t interrupted and

you don’t miss any relevant information.

Impact of exceeding limits

All Microsoft Social Engagement Administrators receive email notifications about the monthly

post quota. To reduce the number of posts found by your solution, you can narrow your search

topics by removing rules that you don’t need any more. More information: Manage the quality of

your search results

If no action is taken, exceeding the post quota will get your solution blocked from data

acquisition until the end of the month. No more posts are acquired, even if they match your

search topics. You can purchase additional post quota at any time to unblock your solution

immediately.

Note that Social Engagement doesn’t gather posts retrospectively. Any missed post

won’t appear in your solution if you update your post quota after the acquisition has

stopped.

Understand estimations

On the Summary page in the Search Setup area, you’ll find quota information for all active

search topics. The following values are provided for each search topic and all categories that

contain a search topic:

Important





69

Number of posts: The total number of posts that were acquired during the current calendar month.

Monthly expectation: The calculated number of posts that Social Engagement is expecting until the end of the calendar month.

When you set up a search topic, you can validate the rules to estimate how their volume affects

your post quota. The rule validation provides the number of posts that would match your query

within a month, based on the post volume of the past month. Additionally, if you have Twitter

selected as a source, you’ll find a preview of the most recent Tweets matching your keywords

rule.

Peaks and trending terms can’t be estimated. For example, if you set up a search topic in

advance for a conference that you plan to establish a hashtag for, the estimates can be

far off. Be aware that the post volume will rise significantly when the conference starts

and thus impact your post quota.

Privacy notice





See Also


Manage the quality of your search results


Analyze social data using widgets Use widgets to visualize your organization’s data analytics. The easy to understand, visual

metrics displayed on these widgets show you what your customers or prospects are saying

about your product and services. Identify any issues or appreciations mentioned about your

products or services on social media sources. Using this analysis, you can also understand how

your team is working towards the social strategies set for your organization.

Caution

Tip

70

This topic is part of a walkthrough on how you can set up searches and get started with

analyzing the resulting data. More information: Set up searches to listen to social media

conversations

The Analytics area helps you to analyze social data and displays widgets based on the posts

resulting from your search topics. Widgets then display the analysis in easy to understand

formats such as bar charts, simple curves, or percentages. You can further filter the displayed

data to perform more detailed and focused analysis. More information: Get relevant data using

filters.

Microsoft Social Engagement widgets provide you with drill-down functionalities to narrow your

data set. Choose a data point to get a more granular view on the data. More information: Get

relevant data using filters

If no posts are available for your organization, widgets display no metrics and an error message.

Microsoft Social Engagement supports two types of widgets - Static and Dynamic.

Microsoft Social Engagement supports the analytics pages - Overview, Conversations, Sentiment, Locations and Sources.

Use Analytics widgets to:

See the top conversations across different sources, top phrases, and the languages used. More information: Find out what people are talking about

Understand the positive, negative, and neutral sentiment values for your products and services. More information: Understand the public perception using sentiment analysis

Check the locations and location groups from where the posts are coming from, and the volume they’re bringing in. More information: See the locations for the posts

See the top sources, volume of posts on each source, and the sentiments they’re bringing in. More information: Analyze the sources for the posts

Widgets support intuitive tool tips that provide information about the displayed metrics.

To view these tool tips, hover over the widget using the mouse or tap on the widget

metric.

Important

Tip

71

Define the data set to display on widgets Widgets take the information from your data set that you define by selecting a search topic or

category by using the filters. These filters include the locations, keywords, sentiment values, and

so on, that you select based on your business requirements. More information: Get relevant data

using filters.

Every user of your organization’s social engagement solution can create data sets.

However, only Administrators and power analysts can create new search topics.

View the trend values Many of the Analytics widgets support display of trend values. The trend value metric gives you

a quick grasp over the trends for the posts across different social dimensions. Trend values are

displayed for top sources; top languages, top authors, top sources by sentiment, top

conversations, top locations, and top cities. The trend icon will be upward, downward, or

straight – to indicate rising, falling, or steady trend values, respectively.

If not enough historical data is available for a trend value to display, the trend icon is

grayed out.

When you select a time frame in the filter section, the average number of posts in the last five

similar time frames is compared with the number of posts in the current time frame. Trend

value is then calculated based on the difference. For example, if you select last week as the time

frame for a widget’s display, posts for five weeks prior to last week are compared to the last

week to calculate the trend value.

Static widgets and dynamic widgets The following table explains static and dynamic widgets.

Feature Static Widgets Dynamic Widgets

Availability on the UI page Consistently displayed. Displayed upon certain

conditions. These conditions

depend on the analytics page

and the selected data set.

Note If the current data set

Note

Note

72

Feature Static Widgets Dynamic Widgets

doesn’t match the

conditions for the

dynamic widgets, you’ll

see the following error

message “There is no

data available in this

section for your data

set.”

Support filters from analytics

page

Yes Yes

Available on all of the

Analytics pages

Yes Yes

Required permissions for

applying filters

Every user can apply the

filters – not a role based

permission.

Every user can apply the filters–

not a role based permission.

1. A widget could be a static widget on an analytics page, and dynamic on the other page. The display and type of a widget depends upon the selected analytics page and the priority of the widget on the selected social dimension.

2. If no data is available in the selected data set, static widgets will show an error message.

See Also Perform visual filtering on widgets

Understand widgets on the Overview page

Get relevant data using filters Using filters, you can slice and dice your data to narrow your analysis to the extent it provides

the most relevant view of the data. Imagine a steady stream of data where your search topics

define which posts are selected and available for analysis. Filters let you narrow your view of the

data to a more restricted data set. If you navigate the application by drilling down into the data,

filters are applied and removed automatically.

Note

73

Set a baseline for your analysis with a data set

Data sets are an important concept in Microsoft Social Engagement, defining the actual set of

posts that your current analysis focuses on. Data sets are used in Analytics, Alerts, and Social

Center to allow you the most flexibility for your views on the data.

You can create a data set by providing parameters for your analysis focus and the filters.

1. Analysis focus: In the drop-down menu on the left side of the filter section, select All Search Topics, a category of search topics, or a single search topic. This defines which search topics you’re interested in.

2. Active filters: In the filter section, set all required filters. You can apply multiple filters to narrow your data set.

Drill down into data and apply filters from widgets

Microsoft Social Engagement widgets provide you with drill-down functionalities to narrow your

data set. Choose a data point to get a more granular view on the data.

When you navigate the application by drilling down, it redirects you to corresponding pages and

updates filters in the filter section. For example, if you choose a data point in a Sources History

widget (which spans over more than one day) on Analytics > Sources, the widgets on the

Sources page updates with the filter applied for the source you selected and your time frame

updates to the time frame of the selected data point.

There are many more entry points to drill down into your data. Choose the data points to use

the drill-down functionality. More information: Perform visual filtering on widgets

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Currently supported filters

You can edit or remove filters from your analysis at any time and the charts, lists, and key

performance indicators (KPIs) will adapt to your selection. Filters you defined persist on the

different pages of Analytics and adapt if you drill down into more detailed analysis.

Expand the filters to see the options available for each filter.

The following filters are available.

Filter What you can do How this affects your data

set

Keywords Add keywords that must appear

in posts to make them available

for analysis. You can add entire

phrases or single terms. If you

add a comma-separated list of

phrases or terms, the commas

are treated as a Boolean OR

connector and thus will add

multiple keywords filters.

Common characters are

accepted, as well as the special

characters @, #, and $.

Your analysis narrows your

results to posts that contain

the keywords you’ve entered

in your keyword filter.

Sources Select which sources are active in

your current analysis.

Your analysis shows results

from the selected sources

only.

Languages Choose from the list of active

search languages to focus your

analysis on one or more

languages.

Your analysis shows results

from the languages you

selected in your filter.

Tip

75


set

Sentiment Filter your posts by sentiment

value. Select from positive,

negative, and neutral.

You can select from positive,

negative, neutral and

unknown. Unknown

sentiments are posts in

languages that aren’t

supported by the sentiment

calculation.

Sentiment status Select between system-rated

sentiment values and manually

edited sentiment values.

Distinguish if a sentiment value

was calculated by the sentiment

algorithm or if it was edited by a

user. Confirming or changing a

sentiment value for a post is

considered a manual edit. Find

posts that have a specific label

assigned.

Limit your data set to see

only posts with the selected

sentiment status.

Reach Microsoft Social Engagement

takes an author’s Klout score into

account to determine the

potential size of an author’s

influence, based on data that the

Klout service gathers from

various social media networks.

Social Engagement maps the

author’s Klout score to reach

values, which allow segmentation

of authors’ reaches for Twitter.

Choose a value from 1 to 5,

where 1 is the lowest reach and 5

is the highest reach.

Reach 1: Klout score 0 to 9


results to posts coming from

authors with the reach you

defined in your filter.

http://klout.com/corp/how-it-works

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set





Location To filter your data for posts from

specific locations, add locations

or location groups to this filter.

To see the list of available

locations, start typing the first

letters in the input field.


results to posts that contain

location data and where the

location data corresponds

with the filter you added.

Location type Choose the type of location data

you want to include in your

current data set. Select post

location, author location, or

both.

Analyze posts that have been

published in a certain country

or region (post location) or by

authors from a certain

country or region (author

location). If you select both

location types in the filter

and a post contains both

types, it will account for the

post location over the author

location. If only one location

type is selected, the same

post will show up in either

selection.

Authors Filter posts by author names.

Any author name is available for

filtering, if at least one post was

published by the author. Start

typing the author name in the

input field to see suggested

author names from your

solution’s database.

Choose the button at the top

When you filter by author,

only posts from the selected

authors remain in your data

set and widgets’ display.

When you delete an author,

the selected author and all

the posts for this author get

deleted permanently, you

cannot retrieve them. There

77


set

right to expand the widget to full

view mode and see more details

about the 100 most active

authors and their posts such as

location, trend, language,

volume, and the time of the most

recent post.. You can also delete

an author from there if you have

a Power Analyst or Administrator

Configuration role.

Caution You cannot retrieve the

deleted author’s posts.

They will be permanently

deleted from the

database.

will be no further acquisition

of posts for this author.

Post type Select from Post, Reply, Share, or

Private message.

Post: Single posts that were

published as status updates.

Share: All posts in your data

set that are shares on

Facebook or retweets on

Twitter.

Reply: Posts that are

referencing a parent post.

Private message: All posts

that are direct messages sent

to a social profile.

Additionally, the acquisition

of private messages must be

allowed in the social profile

and a private messages rule is

set up to capture them.

Contributor Choose to see posts from Narrow your data set to see

78


set

Facebook pages that were either

published by the owner of a

Facebook page, or from other

people posting on this Facebook

page.

which posts are coming from

the owner of a Facebook

page or the audience of this

Facebook page.

Assignee You can enter any user that is

assigned a role in Microsoft

Social Engagement. Start typing a

name to see suggestions.

Narrow your data set to see

only posts that are assigned

to the selected user.

Labels Find posts that have a specific

label assigned. Any label that an

Administrator defined in Settings

> Solution Defaults is available as

a filter dimension.

Narrow your data set to see

only posts that are assigned

to the selected user.

Avoid conflicting filter combinations

There are cases where filter options are available, but if selected in combination, the data set

would result in zero posts, because the filters are conflicting. You find a notification next to the

affected filters that informs you if a specific combination is required, or if it a combination isn’t

possible due to a conflict.

For example, the reach filter is only available for the News and Twitter sources. Therefore,

selecting exclusively the Videos source won’t work if you have a Reach filter selected.

Add, edit, or remove a filter

Customize your data set with filters. Add filters to your analysis by navigating the application

with drill down or by adding filters to the filter section.

1. Choose a data point on a widget to drill down and apply the corresponding filters. More information: Perform visual filtering on widgets

--OR--

Add a filter

79

Below the nav bar, in the filter section, choose the filter icon .

2. Expand the filters you want to add.

3. Select your options and choose Apply button.

1. Below the nav bar, in the filter section, choose the filter icon .

--OR--

Select an active filter in the filter section.

2. Adjust your options and choose Apply button.

1. Choose Remove all filters to remove all active filters.

--OR--

Select an active filter in the filter section to open the filter details.

2. Next to the active filter, choose the Remove button or clear the selection in the filter details.

Edit the analysis time frame

Choose the start date and end date for the analysis of your data set.

1. In the Analytics area, choose Change time frame in the top right corner.

2. Choose Today, Last week, or Last month as the time frame, or define a Custom time frame.

See Also


Perform visual filtering on widgets

Stay up-to-date with alerts

Edit a filter

Remove a filter

80

Keep track of live data streams with Social Center

Perform visual filtering on widgets In addition to viewing the analytics displayed for the current data set, you can efficiently work

with widgets by applying filters to see the data that matters most to you. .

Add filters to perform focused analysis on Analytics pages

To narrow the data set information and view focused analysis, use the filters supported on each

analytics page.

Active filters apply to all widgets on the page. You can apply filters either from the drop-down

menu in the filer section or by drilling down into a display element on the widget itself (visual

filter).

To identify the visual filter enabled area, hover over the mouse or tap on the display area of the

widget. For the areas that support visual filtering, the cursor changes to a hand pointer. Choose

the data point to apply the filter.

When you apply a new filter, all of the widgets on the selected analytics page get

refreshed and update the displayed data as appropriate to the new filter. More

information: Get relevant data using filters

Visual filtering for text-based widgets

Text type widgets are the widgets that display metrics for data such as phrases. To apply visual

filters on these widgets, choose any phrase displayed on the widget. The selected phrase will be

added to the phrases filter and the page recalculates based on the selected filters.

The newly added phrase won’t replace the existing filters but will be added to the

current list of phrases.

For Example: A user chooses the phrase “Contoso,” and it’s added to the keyword filter and the

widget is reloaded. Now, another user chooses the phrase, “Dynamics,” in the reloaded widget.

“Dynamics” will be added to the phrases filter without removing the previously added phrase.

Important

Important

81

Visual filtering for list-based widgets

List-based widgets are those that display the metrics in volumes and in rows, such as for

languages and sources. To apply visual filters for these widgets, click or tap anywhere in the row

for a given metric, and the selected area, time, or dimension gets added to the filter.

Any other dimension values already present in the filter are removed. Only the current

filter values are used and the appropriate metrics are displayed.

See Also



Understand widgets on the Overview page View the key widgets on the Overview page. The widgets on this page provide information

about the volume of posts, sources and location where these posts are coming from, topics

discussed, languages used, and the details of influencing authors.

Navigate to this page from Analytics > Overview.

Overview is the default landing page when you access the Analytics area or when you

choose Microsoft Social Engagement in the nav bar.

Note

Note

82

Static widgets on the Overview page

Widget name What it displays Metrics

Volume Volume of posts for a selected

time frame.

Options: Today, Last week, last

month, or custom time frame.

Volume of posts

Average volume of posts

Details of any unavailable data for the selected time frame

Search Topics Top five categories or search

topics, based on the volume of

the posts.

Volume of posts

Relative volume within the current data set

Trend options: All search topics, topics, categories

Languages The list of five most found

languages based on the volume

of posts.

Note If the set languages are

fewer than five, the

available number of

languages will be

displayed in the order

of their volume of

posts.

Top five languages by name

Volume of posts using these

Percentage of posts volume when compared with the total volume of the posts in the current data set

Tip To view the

percentage, hover

over the graph

displayed for each

language.

Trend

Authors Normal view of this widget

displays the top five authors

and the sources, based on the

volume of their posts.

Tip

Choose the Full view button

Metrics in normal view

Author name and profile picture (if available)

Source from where the author has posted

Trend value for the authors

83


at the top right to expand the

widget to Full view mode.

Full view mode displays

additional details about the 100

most active authors and their

posts. Full view also displays a

Delete button that you can

use to delete a selected author

and the author’s posts. You

must have the Power Analyst

or Administrator user role to

delete an author.

Caution Once you delete an

author, none of the

author’s previous posts

will be available in the

solution’s database any

more, they will be

permanently deleted.

No new posts from this

author will be acquired

in the future.

Metrics in Full view


Source

Number of posts

Trend

Sentiment

Reach

Location

Language

Time when the latest post was posted

Delete button

Sources Top five sources, based on the

volume of the posts.

Top sources icons

Volume of posts

Percentage of volume as compared with the total volume in the current data sets

Trend

Phrases Most often mentioned phrases,

based on the posts of your

current data set.

Volume of posts

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Dynamic widgets on the Overview page

Widget name What it displays Metrics Display conditions

Sentiment Sentiment index based on

the type of sentiment -

positive, negative or

neutral.

Note You can manually

change the

sentiment values in

case you think any

posts are

incorrectly

analyzed for the

sentiment index.

More information: Understand the

public perception

using sentiment

analysis

Sentiment index

Volume

Trend

The current filter is a search topic, not All Search Topics or a category.

The rules in the current topic contain at least one of the available sentiment languages.

Post Types Volume of posts on

Facebook pages, separated

by page and by authors.

Volume of posts

Volume of comments

The selected search topic or category contains at least one Facebook pages rule.

See Also


Find out what people are talking about

Understand the public perception using sentiment analysis


85

Analyze the sources for the posts

Find out what people are talking about View detailed content analytics on the Conversations page. Using the Conversations page, you

can understand data like the most used phrases, their volume, sources these conversations are

coming from, and sentiment involved.

Navigate to this page from Analytics > Conversations.

Static widgets on the Conversations page


Phrases The top phrases by

volume/trend and sentiment. Volume of posts containing a

phrase

Phrases History Top phrases by volume over

time.

Top phrases

Phrases history by volume

Trending Phrases Significant phrases in the

current data set - as compared

to the significant phrases in

the previous five time frames.

Volume of posts containing a phrase

Trend

Sources Top five sources based on the

volume of posts.

Volume

Percentage of volume as compared with the total volume of posts in the data set

Trend

Phrases on <Top Source> Significant phrases on top

source (when compared to all

sources), based on the volume

of the phrases on the source.

In case only one source is

filtered, the volume of phrases

will be displayed based on the

volume in the current time

Post volume in the current time frame

86


frame.

Note The widget title takes

the name of the top

source into account.

For example: If Twitter

is the top source for

the current data set,

the widget title will be

Phrases on Twitter.

Languages Top five languages based on

volume of posts that used

these languages.

Note If the set languages

are fewer than five,

the available number

of languages will be


of their volume of

posts.

Name of the language

Post volume

Percentage of volume as compared with the total languages spoken

Tip To view the

percentage, hover

over the graph

displayed for each

language.

Trend

Dynamic widgets on the Conversations page


Sentiment Sentiment index and

sentiment values -

Sentiment score The current filter

87


positive, negative or

neutral.

Volume

Trend

is a search topic, not

All Search Topics or a

category.

The rules in the

current search topic

contain at least one of

the available

sentiment languages.

Location Insights Markers for posts that

contain location

information.

Tip You can zoom in

or perform visual

filtering on this

map.

Volume of posts from different locations

The rules in the current topic contain at least one of the sources that support location information.

Twitter Hashtags List of the Twitter

hashtags that were

found most often in the

posts of your current

data set.

Hashtag

Volume of posts containing the hashtag

Trend value for the hashtag

Your current data set contains Twitter posts that provide hashtags in the post contents.

Twitter Mentions List of the mentioned

Twitter accounts that

were found most often

in the posts of your

current data set.

Author name

Volume of posts mentioning this author.

Trend value for the number of mentions of this author.

Your current data set contains Twitter posts that mention an author in the post contents.

88

See Also




Understand the public perception using sentiment analysis View and understand the sentiments in the social chat related to your search topics. Using the

Sentiment page, Microsoft Social Engagement calculates the sentiment value of social posts

with natural-language processing techniques. From the details displayed on this page, you can

understand the positive, negative, or neutral sentiments and also the volume and the sources

they come from.

Navigate to this page from Analytics > Sentiments.

See the perception of a post and its sentiment value

Each post that results from your defined search queries is processed by the sentiment algorithm

in the original language and annotated with a calculated sentiment value. Sentiment values are

provided for the following languages:

English

Spanish

German

Portuguese

French

Italian

The sentiment value results in a positive, negative, neutral, or unknown sentiment for a post.

Occasionally, the algorithm identifies positive and negative parts of a sentence and still rates the

post as neutral. This happens because the amount of a post’s text identified as positive or

negative cancel each other out. A post is also classified as neutral if there are no positive or

negative statements detected in it. Unknown sentiment value indicates that the post’s language

isn’t supported by the sentiment algorithm. Note that the sentiment algorithm isn’t a self-

learning system, even if you can edit any post’s sentiment value in the post list.

The sentiment values from posts with positive or negative sentiment that match your defined

filters are normalized and result in the sentiment index for your search topic. For more

information on the supported languages, see Microsoft Social Engagement Translation Guide.


89

See the normalized perception of a data set and its sentiment index

The sentiment index represents the general perception of the active search topic. It indicates

the ratio of positive and negative posts over all posts that match your filters. Neutral posts

aren’t taken into account.

Sentiment values are calculated in relation to the keywords that define a search topic. That’s

why you need to provide context for the calculations by defining the focus of your analysis as

the target for sentiment. In analytics, you need to focus on a search topic to provide a target for

the sentiment index.

For example, you maintain two search topics: “Your Brand” and “Your Competitor.” A blog post

mentions your brand and your competitor. The author writes a negative statement about your

competitor and a positive statement about your brand. If your target for sentiment calculation is

your brand, the sentiment value of the post is positive. If your target for sentiment calculation is

your competitor, the sentiment value of the post is negative.

The sentiment index is normalized to a value between -10 and 10. All your active filters and

parameters are taken into account to define the data set that the sentiment index is calculated

for.

A sentiment index of 10 means that there are no negative posts in your data set.

A sentiment index of 0 means that there is an equal amount of positive and negative posts in your data set.

A sentiment index of -10 means that there are no positive posts in your data set.

You can calculate the sentiment index with the following formula:

Sentiment index = (Positive posts – Negative posts)/(Positive posts + Negative posts) * 10

You’ll find the change in trend next to the sentiment index. Social Engagement compares the

sentiment index of the five previous time frames to the current value of the sentiment index in

your time frame.

Static widgets on the Sentiments page

Sentiment calculations only work if you select a search topic because sentiment values

are always related to a certain keyword. Select a search topic from the drop-down menu

in the top left corner of the filter section.

Important

90

Name of the widget What it displays Metrics

Sentiment History Sentiment changes over

different time lines, sentiment

index associated with these

and the sentiment index for

previous period

Positive

Negative

Steady

Sentiment Coverage Sentiment coverage values for

the current sentiments

displayed on the widgets

System-rated sentiment

Edited sentiment

Unknown data, if a post’s language doesn’t support sentiment calculation

Sentiment Distribution of posts by its

sentiment type

Index for positive, negative or neutral sentiments

Trend

Sources by Sentiment Top five sources and the

sentiment index for the

sources

Sentiment index on the scale of +10 to -10 scale.

Trend.

Negative Phrases Top phrases from posts with

negative sentiment values

Phrases by volume

Sentiment index

Positive Phrases Top phrases from posts with

positive sentiment values

Phrases by volume

Sentiment index

Dynamic widgets on the Sentiments page

Name of the

widget

What it displays Metrics Display conditions

Location Insights Volume and trend

displayed on a map

Volume of posts from different locations

The rules in the

current topic contains

at least one of the

91

Name of the

widget


Note You can zoom in

and perform

visual filtering on

this map.

Sentiment index for the posts on these locations

sources that support

location information

and the authors

shared the location

information.

Top Fans List of authors who

published the most posts

with a negative

sentiment value.

Source

Author name

Volume of posts with positive sentiment value.

Your data set contains

posts with positive

sentiment value.

Top Critics List of authors who

published the most posts

with a positive sentiment

value.

Source

Author name

Volume of posts with negative sentiment value.

Your data set contains

posts with negative

sentiment value.

See Also



See the locations for the posts View the analysis for the geographical location information contained in the posts or in the

authors’ profiles. Using the Locations page, you can view details such as top locations, top

languages, and top location groups.

Navigate to this page from Analytics > Locations.

Types of location data

In Social Engagement, two types of location data are available:

Author location: Location data that is shared by a user via a profile (for example, on a user’s Twitter profile page). Consider this as an approximate value because the geographical

92

coordinates are calculated by the system. If no post location is provided by the user, the author location is taken into account where available.

Post location: Location data that determines on which geographical point (latitude/longitude) a post was published. This can differ greatly between posts from the same author, depending on the applied settings when publishing the post. This is an exact value because geographical coordinates are provided with the post.

Both types of location data are available under the Location Type filter when performing

analysis. More information: Get relevant data using filters

For some locations, for example the United States, you can choose between two ways of

grouping the visualized data. To see how many posts with location data are available in each

subregion, apply a filter for post location and select SUBREGIONS. To see the posts with precise

geographical information (post location data) on the map, select POSTS.

Some posts may have both post and author location. In such cases, that post is counted

for the post location metric (and not counted for author location metric).

Static widgets on the Locations page


Locations Insights Markers for posts that

contain location information.

For your reference, a legend

for the available push pins is

provided on the map.

Single post in a specific

location

Multiple posts at the same

location

Clusters of posts with location

data in the same area

Tip You can zoom in and

perform visual

Volume

Sentiment

Buzz

Note

93


filtering on this map.

Location Coverage Percentage of posts and

authors based on their

location details

Post location

Author location

No location data

available

Phrases by Country/Region Top phrases coming from the

five countries/regions with

the most posts

Name of the

country/region

Most mentioned phrases

in a country/region

Cities Top five cities based on the

volume of the posts

Note Visual filtering isn’t

supported on this

widget.

Name of the city

Volume of posts

Trend

Languages Top five languages based on

volume of posts that used

these languages.


are fewer than five,

the available number

of languages will be


of their volume of

posts.

Name of the Language

Volume of posts

Percentage of post

volume when compared

with the total volume of

the posts in the current

data set

Tip To view the

percentage, hover

over the graph

displayed for each

language.

94


Trend

Locations Top five countries/regions,

based on the volume of posts

Name of the

country/region

Volume of posts

Trend

95

Dynamic widgets on the Locations page

Name of the

widget


Location Groups Top five location

groups

Note If fewer than

five location

groups are

available, the

available

location

groups are

listed based on

the volume of

posts.

Location group

name

Volume of posts

Trend

Displays only if

the location

groups contain

the

countries/regio

ns of the post

location or

author location

of your current

data set. More

information: Create and

manage location

groups

Sentiment Sentiment index based

on the type of

sentiment - positive,

negative or neutral

Note You can

manually

change the

sentiment

values in case

you think any

posts are

incorrectly

analyzed for

the sentiment

index. More

information: Understand the

public

perception using

Sentiment index

on the

scale of -10 to

+10

Volume

Trend

The current

filter is a search

topic, not All

Search Topics

or a category.

The rules in the

current search

topic contain at

least one of the

six sentiment

languages.

96

Name of the

widget


sentiment

analysis

Sentiment by

Country/Region

Sentiment index by

country/region and

trend of the sentiment

index

Names of the top five countries/regions based on the post volume

Sentiment index on the scale of – 10 to +10

Trend of the sentiment index

The current

filter is a search

topic, not All

Search Topics

or a category.

The rules in the current search topic contain at least one of the six sentiment languages.

Authors Normal view of this

widget displays the top

five authors and the

sources, based on the


Tip Choose the Full view

button at the top

right to expand the

widget to Full view

mode.

Full view mode

displays additional

details about the 100

most active authors

and their posts. Full

view also displays a

Delete button that

you can use to delete a

selected author and

the author’s posts. You

Metrics in Normal view






Source

Number of posts

Trend

Sentiment

Reach

Your current data set contains at least one unique author.

97

Name of the

widget


must have the Power

Analyst or

Administrator user

role to delete an

author.

Caution Once you

delete an

author, none

of the author’s

previous posts

will be

available in the

solution’s

database any

more, they will

be

permanently

deleted. No

new posts

from this

author will be

acquired in the

future.

Location

Language


Delete button

Sources that provide location data

A subset of the available sources that provide location data.

Author location Post location

Twitter Yes* Yes*

News Yes No

98

Author location Post location

Facebook No No

Blogs No No

Videos No No

*Authors need to share the information.

See Also



Analyze the sources for the posts

Analyze the sources for the posts Understand which top social media sources are found most often in your search topics. Using

the Sources page, you can view analytics such as top sources, top languages and the sentiment

values involved with the posts on these sources.

Navigate to this page from Analytics > Sources.

Static widgets on the Sources page


Sources History Volume history for posts from

the different sources in the

selected time frame.

Posts volume

Activities Type of posts based on the

volume.

Percentage of common posts

Percentage of comments and replies

Percentage of retweets and shares

99


Phrases by Sources Top phrases for the top five

sources based on the volume.

Source icon

Phrases

Languages The list of five most spoken

languages based on the

volume of posts using these.


are less than five, the

available number of

languages will be


of their volume of

posts.

Top five languages based on the volume of posts using these

Percentage of posts volume when compared with the total volume of the posts in the current data set

Tip To view the

percentage, hover

over the graph

displayed for each

language.

Trend

Volume Change by Source Change in post volume for the

top five sources, whether

increasing or decreasing as

compared to previous periods.

Name of the source

Volume change

Trend

Sources Top sources in your data set by

post volume.

Source icon

Post volume

Trend

Dynamic widgets on the Sources page

100


Sources by

Sentiment

Top five sources along

with their sentiment

index.

Note If five sources

aren’t available,

the available

number of

sources are

displayed, based

on their volume.

Names of the

top five sources

by volume

Trend of the

sentiment index

The current analysis focus is a search topic, not All Search Topics or a category.

The rules in the

current search topic

contain at least one

of the available

sentiment

languages.

Location Insights Markers for posts that

contain location

information.

Tip You can zoom in

to details on and

also perform

visual filtering on

the map.

Volume of posts in different locations

The rules in the current topic should contain at least one of the sources that support location information.

Authors by Source Top five sources based on

the number of unique

authors.

Total number of unique authors

Percentage of the number of authors per source

Top five sources

Number of unique authors per source

Trend


101


Authors Normal view of this

widget displays the top

five authors and the

sources, based on the


Tip Choose the Full view

button at the top right

to expand the widget to

Full view mode.

Full view mode displays

additional details about

the 100 most active

authors and their posts.

Full view also displays a

Delete button that you

can use to delete a

selected author and the

author’s posts. You must

have the Power Analyst

or Administrator user role

to delete an author.

Caution Once you delete

an author, none

of the author’s

previous posts will

be available in the

solution’s

database any

more, they will be

permanently

deleted. No new

posts from this

author will be

acquired in the

Metrics in Normal view






Source

Number of posts

Trend

Sentiment

Reach

Location

Language


Delete button


102


future.

See Also



Engage on social networks Microsoft Social Engagement offers several features that enable you to interact with other users

on the social web and allow you to engage with customers, fans, or critics.

You have several options to keep a conversation going in Social Engagement.

Before you can interact with posts in Social Engagement, make sure the following

prerequisites are met:

1. You have at least a Responder role in Microsoft Social Engagement. More information: Understand user roles

2. You own at least one social profile or have it shared with you. More information: Manage

social profiles.

Visit the Social Center to see your streams – a steady flow of recent posts, based on the underlying data set.

Choose Posts on the right side of any analytics page to see the latest posts that match the data set of your current analysis.

For more information about streams in the Social Center, see Keep track of live data streams with

Social Center.

For additional help about the actions you can take on any post list in Social Engagement, see

Drive business objectives using posts.

See Also Keep track of live data streams with Social Center

Drive business objectives using posts

Important

103

Manage social profiles

Manage social profiles Social profiles are the profiles on social networks which you authenticated with Microsoft Social

Engagement. You use them to interact with posts on your behalf from within the application.

These profiles represent your organization/business on social media.

Using these social profiles you can reply, comment, like a post, mark things as favorites, or share

any appropriate messages on social media. Currently, you can authenticate Facebook profiles,

Facebook pages and Twitter profiles for use from within Social Engagement.

Private messages from your social profiles are only stored in the database, if you explicitly allow

the data acquisition. No posts are posted on your profiles, unless you decide to take action on a

post within Social Engagement.

All social profiles are user-specific. You can only interact on posts with profiles that you either own or with profiles that are shared with you. You must have an Interaction role of Responder or Manager to work with social profiles in Social Engagement.

Ensure that you have the right credentials before you attempt to add any social profile or claim ownership for an existing profile.

You can own social profiles by adding them to the solution. You can share the owned profiles with other users, and stop sharing them or delete them when not required.

You can delete the profiles that you own and also those with multiple owners. If a profile is shared with you, you can post on social media by using this profile but you can’t remove it from Social Engagement.

There can be multiple owners for a social profile. Every owner will have the same level of access privileges.

View and access your social profiles

To add, edit, share or remove a social profile, navigate to Social Profiles. You will see the

following details, as applicable for you.

1. Owned profiles: profiles that you added to Social Engagement. These can be the profiles set up for your organization or personal profiles. You can share these profiles with other Social Engagement users, stop sharing this profile at any point of time, remove your ownership for

Important

104

this profile, and also delete them when not required. Social profiles can have multiple owners. More information: Share a social profile, Delete a social profile

As an owner, you can delete a profile with multiple owners. Ensure that you do not

delete any such profiles that are in use.

2. Shared profiles: profiles owned by other Social Engagement users, but shared with you. You can publish on social media using these profiles, but cannot share these with any other users or delete them. If needed, you can claim the ownership for these profiles, and then can share these. More information: Claim ownership for a social profile

3. Profiles without owners: profiles that were added to Social Engagement but currently do not have any owners. You can’t use these profiles for posting on social media. To use the profiles without owners, at least one Social Engagement user should claim the ownership. More information: Claim ownership for a social profile

Add a social profile for Twitter or Facebook

Common browsers block pop-ups by default. You should explicitly show pop-ups in your

browser for the domain of your Social Engagement application to ensure the

authentication dialog from Twitter or Facebook loads properly, without which, you

won’t be able to add or re-authorize social profiles.

Adding social profiles in Social Engagement is an important step if you want to react on a post

directly from within the application. You can engage with your audience through social profiles

that you own or that got shared with you. By default, adding a social profile doesn’t acquire any

data at all. You must explicitly allow the data acquisition on the social profile to gather private

messages or direct messages.

1. Navigate to Social Profiles.

2. Choose the Add social profile icon .

Caution

Tip

Add a Facebook page to your social profiles

105

3. In the list, choose Facebook page and choose Add.

4. In the authentication dialog box, enter the user name and password for the Facebook profile you want to enable in Social Engagement.

5. Upon successful authentication, you can select from the list of Facebook pages that the authenticated user administers. After adding the Facebook page, you can find it on the Social Profiles page, under Owned profiles. More information: Data retention in Social

Engagement

6. Optionally, you can allow Power Analysts and Administrators to create rules for the direct messages from this social profile in a search topic.



3. In the list, choose Facebook user and choose Add.

4. In the authentication dialog box that pops up, enter the user name and password for the Twitter profile you want to enable in Social Engagement.

5. Upon successful authentication, you can find the profile on the Social Profiles page, under Owned profiles.



3. In the list, choose Twitter Account and choose Add.

4. In the authentication dialog box, enter the user name and password for a Facebook user who is an administrator of the Facebook page that you want to enable in Social Engagement.

5. Upon successful authentication, you’ll find the profile on the Social Profiles page, under Owned profiles.

6. Optionally, you can allow Power Analysts and Administrators to create rules for the direct messages from this social profile in a search topic. More information: Data

retention in Social Engagement

Add a Facebook user profile to your social profiles

Add a Twitter profile

106

Allow data acquisition for private messages of a social profile

As the owner of a social profile, you can decide whether private messages can get acquired and

made available to other users of your organization’s solution.

It’s important to understand that this is a two-step process. If you allow the data acquisition of

private messages, those messages don’t automatically get acquired. To analyze or interact with

private messages, a Power Analyst or an Administrator needs to add a Private messages rule for

this social profile when setting up a search topic. More information: Add rules to a search topic

Enable other users to work with your social profile

To enable other users of your organization’s solution to post on behalf of a social profile you

own, you can share it with them. Once you shared a social profile, other users can select the

social profile when interacting with a post.

You must have an Interaction role of Responder or Manager to add social profiles in Microsoft

Social Engagement and own a social profile to share it.

Ensure that you share the profiles with users who have the user role of a Manager or

Responder and are authorized to view or access the social profile feature.


2. In the list of Owned Profiles, select the social profile you want to share.

3. In the profile details, choose Add.

4. Start typing the name of the user you want to share the profile with and select it from the list.

To share the profile with all users in your organization who have access to Social

Engagement, select the Shared with all users check box.

5. Confirm your selection.

Important

Share a social profile

Important

107

By sharing a social profile, you enable other users to post on the behalf of the social

profile to social networks. Choose your sharing options wisely to avoid unwanted posts

on social networks.

When selecting Shared with all users, all users with a Responder or Manager interaction

role will be able to use the social profile for publishing actions (reply/comment,

share/retweet, like/favorite) within Microsoft Social Engagement. Every user with a

Responder or Manager role will be able to post on behalf of the shared profile to social

networks.


2. In the list of Owned Profiles, select the social profile you want to stop sharing.

3. In the profile details, clear the check boxes of the users you want to revoke access from that social profile.

4. Confirm your selection.

Delete a social profile

You can delete a social profile that you own. You can also delete a social profile that has

multiple owners. Ensure that you do not delete any profiles that are in use by other

Microsoft Social Engagement users.


2. In the list of Owned Profiles/Profiles without owners, find the social profile you want to delete.

3. Choose DELETE and confirm your action.

In case you allowed the data acquisition for private messages, all acquired private messages are

hidden for all users but persist in the database. More information: Data retention in Social

Engagement

Stop sharing a social profile

Caution

108

Claim ownership for a social profile


2. In the list of Shared Profiles/Profiles without owners, select the social profile you want to claim ownership for.

3. Enter the required credentials in the pop-up window to own it.

Authentication tokens for social profiles

Social Engagement creates access tokens for any Facebook profile, Facebook page, or Twitter

profile that you add to your solution. These tokens are created based on the login credentials

that you use to authenticate these profiles while adding them to Social Engagement. Based on

the business needs, these tokens are shared with the other Social Engagement users to facilitate

seamless interaction on social media and provide business continuance. Tokens ensure security

of the login credentials when the same profile is used or owned by multiple Social Engagement

users.

Tokens for the Social Engagement Twitter app interaction do not expire; Facebook tokens expire

on certain conditions. More information: Facebook access tokens, Facebook login permissions, Twitter access tokens

Other factors that affect token validity:

When you change the login credentials for the profiles you added to the Social Engagement.

If you revoke permissions directly from Twitter or Facebook, indicating that you do not want the Social Engagement solution to work with this social profile anymore.

Social profile

type

Valid Valid, Your token

invalid

Invalid No Owner

Twitter Profile Valid Oauth

token

At least one valid

token in Social

Engagement but

the token of the

current user is

invalid. No

ownership rights

No valid Oauth

token anymore,

but has at least

one Social

Engagement

owner.

No Social

Engagement user

assigned as owner.

https://developers.facebook.com/docs/facebook-login/access-tokens

https://developers.facebook.com/docs/facebook-login/permissions/v2.0

https://dev.twitter.com/oauth/overview/faq

109

Social profile

type

Valid Valid, Your token

invalid

Invalid No Owner

for this user.

Facebook User Valid Oauth

token

At least one valid

token in Social

Engagement but

the token of the

current user is

invalid. No

ownership rights

for this user.

No valid Oauth

token anymore,

but has at least

one Social

Engagement

owner.

No Social

Engagement user

assigned as owner.

Facebook Page At least one

valid Oauth

token

At least one valid

token in Social

Engagement but

the token of the

current user is

invalid. No

ownership rights

for this user.

No valid Oauth

token anymore,

but has at least

one Social

Engagement

owner.

No Social

Engagement user

assigned as owner.

Check the health state of your social profiles

It may happen that an access token for a social profile you created for Social Engagement

becomes invalid. If the token isn’t valid, it’s no longer possible to use the social profile related to

this token to comment, share, or reply to a post. It is important to have a periodical health check

for your social profiles so that you can address any possible issues and keep them available for

reacting quickly on a post.


2. Choose the Check Tokens button .

The solution verifies the tokens for all the social profiles listed for you and provides the

110

health status of the tokens displayed as status buttons next to the social profiles that

are not valid.

Health Status Icon displayed Action you can perform

Valid, but not your

token

Tool tip: Your token is

invalid.

You can reauthorize this account or

delete it.

Invalid

Tool tip: The account

isn’t valid. If the user

has a token, it also

isn’t valid.

Reauthorize the social profile if you

are the owner, or claim

ownership/contact one of the

owners if this profile is shared with

you.

No owner. Invalid

without any owner

Tool tip: The account

isn’t valid.

If you want to use this account,

claim ownership.

See Also

Engage on social networks


Drive business objectives using posts

Keep track of live data streams with Social Center Social media runs at a fast pace. To keep up and collaborate efficiently, your personal streams

come in handy. Manage your personal streams, share them with other users and stay informed

in real-time on new and updated posts.

Note

111

The Social Center feature is user-specific, meaning that every user sees the owned

streams and streams shared with this user. Depending on your interaction role, you can

create or edit streams, or interact with posts from your streams.

To access your streams, navigate to the Social Center.

Configure and share a stream

Create new streams or share streams you own to enable the seamless collaboration within

teams of your organization. Each stream is based on a data set that you can define when

configuring a stream.

Working with streams undergoes some feature limitations if you have Microsoft

Dynamics CRM Online Professional user license. More information: Integrate Social

Engagement with Office 365

Keep in mind that streams are user-specific. In addition to the default Inbox stream, which

shows all posts that are assigned to you, you’ll only see streams that you created or that were

shared with you.

The default stream Inbox checks all search topics for posts that are assigned to you. In other

words, an Assignee filter with the value of the currently logged in user is applied to all search

topics. Posts that match this filter show in the stream.

You must have a Manager interaction role assigned to add, share and remove streams.


1. Navigate to the Social Center.

2. Scroll to the rightmost stream and choose the Add Stream button .

3. Provide a name for your stream.

4. Optionally, choose a color and adjust your sorting options.

5. Optionally, select users from your organization you want to share this stream with under Sharing.

6. Define the data set to show in this stream. More information: Get relevant data using

filters

Note

Note

Add a stream

112

7. Choose the Save button .


2. Scroll to the stream you want to share.

3. In the stream header area, choose the More options button and select settings button .

4. Under Sharing, choose the Add Users button .

5. Select users from your organization you want to share this stream with and choose Add.


Users you share the stream will always see the data how you configured it. If you

change the data set for a shared stream, the displayed data will also change for the

users the stream is shared with.

When selecting Shared with all users, all users in your organization will see this stream

on their Social Center page.

Since there is no way of hiding a stream, we recommend using this option with restraint.

Once you shared a stream, there’s a fair chance that other users will interact with its posts. Your

stream will update if a post was changed (e.g. a label assigned, a reply sent) by another user

directly in your client.


2. Scroll to the stream you want to edit.

3. In the stream header area, choose the More options button and select the settings button .

4. Edit your stream according to your requirements.


Share a stream

Note

Important

Edit a stream

113


2. Scroll to the stream you want to delete.

3. In the stream header area, choose the More options button and select the settings button .

4. Choose the Delete button .

5. Confirm your deletion.

You can only delete streams you own. If you delete a stream you shared with other

users, keep in mind that it will get deleted for them too. Before actually deleting the

stream, make sure your co-workers are aware of your plans.

Define the data set to show in your stream

Get the posts that matter most to you and build data sets to keep track of. Similar to the

filtering the data in Analytics, streams make use of filters to surface the most relevant posts to

you. You can create your own streams to keep an eye on filter combinations that matter to you.

1. Select a search topic, or a single category, or All Search Topics, depending on what you want to include in your stream.

2. Define the filters you want to apply to the selected search topics. More information: Get

relevant data using filters

3. Choose the Save button in the header area of the stream configuration.

4. Close the stream configuration to see recent posts in the stream.

Editing the data set of a stream that you shared with other users has a direct impact on

the data they see in their shared streams. Your changes are reflected when you save

your changes and other users connected to the same stream are notified that the

configuration changed.

Delete a stream

Caution

Important

114

See Also




Drive business objectives using posts Staying in touch with customers, prospects, and other stakeholders through social media

channels is a key factor for business success. Take action on posts that you find with Microsoft

Social Engagement. Share, like, or comment on Facebook posts or retweet, favorite, or reply to

Twitter posts to stay in touch and engage with your audience.

Prerequisites

Before you can start to engage with your audience, the following prerequisites must be met:

1. You must have an Interaction user role of Responder or Manager to publicly post on social networks from within Microsoft Social Engagement. More information: Understand user roles

2. You own at least one social profile or have it shared with you for the social networks you want to interact on. More information: Manage social profiles

3. There’s already social data available in your Social Engagement solution that you can either access through the Posts area in Analytics or through streams in the Social Center. More information: Engage on social networks

If you don’t own any social profile, Twitter posts provide the option to use Web Intents.

You need to sign in to Twitter to post with your profile.

You’ll get notified when another user has changed the same post that you’re working

on.

For example, if another user already replied to a post, your planned reply may no longer

be required.

Engage on a post in Social Engagement

Microsoft Social Engagement enables you to react on social data that you gathered. In no time,

you can answer questions, share information, or socialize with your audience on social

networks.

Tip

https://dev.twitter.com/web/intents

115

The following table shows what Social Engagement lets you do depending on where you want to

interact.

Twitter Facebook

Let users know that you

appreciate a post they wrote

Favorite Like

Spread an interesting post

among your audience

Retweet Share

Engage in a conversation on an

interesting post

Reply Comment

Conduct a private conversation Send direct message Send private message

1. Navigate to Social Center.

--OR--

Choose POSTS on the right side, when working in Analytics pages.

2. Select the post you want to interact with.

3. At the bottom of the post, choose Comment / Reply.

4. In the header of the text input field, select the social profile you want to post with.

5. Enter your message in the text input field.

6. Choose Comment / Reply to publish the message on behalf of the selected social profile.


--OR--

Choose POSTS on the right side when working in Analytics pages.

Comment or reply to a post

Favorite or like a post

116


3. At the bottom of the post, choose Favorite / Like.

4. In the text field, select the social profile you want to favorite or like with.

Optionally, you can perform the same action with multiple social profiles at once.

5. Choose Confirm.


--OR--

Choose POSTS on the right side, when working in Analytics pages.


3. At the bottom of the post, choose Retweet / Share.

4. In the text field, select the social profile you want to retweet or share with.

Optionally, you can perform the same action with multiple social profiles at once.

5. Enter your message in the text field.

6. Choose Retweet / Share.

You can only retweet posts form public Twitter profiles. If a Twitter profile is protected,

you may still be able to read its posts if you’re a confirmed follower but you won’t be

able to retweet.

See the publish history of a post in Social Engagement

Communicate in a common voice and find out if another user has already taken action on a post

that you plan to interact with.

Whenever a user takes action on a post by replying, sharing or marking it as a favorite within the

Social Engagement application, this action is visible to other users to avoid unwanted

duplications. For example, if somebody on your team has already replied to a question, your

planned answer may no longer be required.

To see the publish history on a post in Social Engagement, two prerequisites apply:

1. The post you plan to interact with has been acquired by one of the search topics.

Retweet or share a post

Note

117

2. Earlier interactions on this post were performed from within Social Engagement.

If a publish history is available, you’ll find the buttons for Reply/Comment , Share/Retweet ,

and Like/Favorite appended with an asterisk icon when working in the post list in

Analytics or in a stream.

Select the type of publish action you want to perform on this post to load the publish history

and see the number of related actions taken within Social Engagement. Once the publish history

is loaded on the post you’re working on, the appended icons change to a numeric value,

indication the number of actions of this type taken within Social Engagement.

If your user role doesn’t allow you to publish posts from within Social Engagement, you

can still use Twitter Intents to interact on a post. However, actions performed through

Twitter Intents or any other application that allows you to publish posts on your behalf,

aren’t captured by the publish history in Social Engagement.

If another user changes a value on a post you are working on, you’ll get notified on the

user interface that the post was refreshed and you’ll see the most recent version. Make

sure your planned action still makes sense when you try to perform the action.

Engage in private conversations from within Social Engagement

Quickly respond to a private conversation though one of your social profiles, directly from within

Social Engagement. You can allow the data acquisition of your private messages to enable other

users of your organization’s solution to see the full context of the conversations.

If the data acquisition for private conversation from a social profile is allowed, and a

search topic contains a private messages rule for the same social profile, all direct

messages are visible to other users of the same Social Engagement solution. More

information: Data retention in Social Engagement.


--OR--

Note

Tip

Important

Send a direct message on Twitter

118


2. Select a direct message that was found by your search topics.

3. At the bottom of the post, choose Direct Message.

4. Enter your message in the text field. Twitter limits its messages to 140 characters.

5. Choose Send Direct Message to post on behalf of the selected social profile.

You can only reply to a direct message with the social profile that received the message.

More information: About Direct Messages


--OR--


2. Select a private message that was found by your search topics.

3. At the bottom of the post, choose Private Message.

4. Enter your message in the text input field.

5. Choose Send Private Message to post on behalf of the selected social profile.

You can only reply to a private message with the social profile that received the

message to a single recipient. Group conversations aren’t supported with private

messages.

See Also


Work with posts

Important

Send a direct message on Facebook

Note

https://support.twitter.com/articles/14606-about-direct-messages

119


Stay up-to-date with alerts Create email notifications that are automatically sent to a group of recipients if a post or a

change in trend matches your filters. Alerts are user-specific and every user role can create

them. Manage your existing alerts in the Message Center. You can choose from two alert types:

Post alert: You’ll receive an email notification if any new posts match the selected filters. A summary of important posts are delivered directly to your email account. With this option you can stay up-to-date on the topics that matter most to you.

Trend alert: You’ll receive an email notification if the volume of posts for any sources exceeds the statistical expectation. Trend alert notifies you only if there are significant changes in post volumes that match the filters you defined for an alert.

The alert configuration of alerts that you create is visible only to you. Other recipients of the

alert that you added to the alert configuration won’t be able to see or edit your alert

configuration. More information: View, create, change, or delete an alert.

See Also View, create, change, or delete an alert

Activate or deactivate an alert

Create and manage location groups


View, create, change, or delete an alert Manage the alerts you own to stay up-to-date on the topics that matter most to you by

receiving email notifications if new posts are found or significant changes in post volume occur.

View the list of your alerts

To review the alerts you created, navigate to Message Center.

The information that you’ll see about each alert is explained in the following table.

List entry / Icon What it means

Alert icon Indicates whether the alert is enabled or

paused. A grey icon means the alert is

currently set to inactive. An orange icon means

120

List entry / Icon What it means

that the alert is currently active.

Alert name Name you provided while setting up the alert.

Alert type Type of alert that you’ve set up.

Delete icon Delete an existing alert from the list if you

don’t need it any more.

Create a new alert

The easiest way to create an alert is directly from within your analysis. Filters and parameters

that you defined for the current view will be filled in for you. You can create an alert from every

section on Analytics. You can also navigate to the Message Center and create an alert.

1. Navigate to the Message Center.

2. In the ALERTS pane, choose the add icon .

3. In the alert configuration dialog box, define a name (up to 128 characters) for your alert.

4. Select the status of your alert. If you want to get notified right away, choose Active. If you prepare the alert for a specific event in the future and plan to activate it later, choose Inactive.

5. Select the alert type to create:

Post Alert to receive an alert if a post matches your filters.

Trend Alert to receive an email notification if the post volume exceeds the statistical expectation for your filters.

6. For trend alerts, select the sensitivity of your alert by selecting from the options. More information: Set a trend alert's sensitivity

For post alerts, select the No duplicates check box if you don’t want to be informed if

the same content appears on multiple sources.

7. Optionally, add more recipients for your alert by entering their email addresses in the Recipients field.

121

8. Choose Save.

9. Optionally, add or edit the data set (search topic and active filters) for your alert under Data Sources. More information: Get relevant data using filters

You can’t change the alert type after creating a new alert. However, you can always edit

and update the data set, recipients, and name for an existing alert.

Change or delete an alert

You can edit any alerts that you created in the Message Center. Any changes in the alert

configuration are reflected immediately.


2. Select the alert you want to edit.

3. In the ALERT DETAILS pane, edit the values you want to change.

4. To save your changes, choose SAVE.

You can delete all alerts that you created in the Message Center.


2. In the ALERTS pane, find the alert you want to delete and choose the delete icon .

3. Confirm the deletion.

Recipients that you’ve added to your alert will no longer receive this alert.

See Also




Note

Note

122

Activate or deactivate an alert Manage the delivery status of your alerts to ensure you stay up-to-date on the things that

matter the most to you.

Activate an alert

You can activate an inactive alert at any time.


2. Choose the alert you want to activate to open the alert details.

3. In the Status drop-down list, choose Active.

4. Choose Save to apply your changes.

Deactivate an alert

You can stop receiving an alert while keeping the configuration in place by deactivating it.


2. Choose the alert you want to deactivate to open the alert details.

3. In the Status drop-down list, choose Inactive.

4. Choose Save to apply your changes.

See Also


View, create, change, or delete an alert

Set a trend alert's sensitivity

Create and manage location groups

123

Set a trend alert's sensitivity After you create a trend alert, you may find you’re receiving too many (or too few) notifications,

so you can adjust the sensitivity to more precisely trigger the level of alerts to suit your needs.

Sensitivity options

Trend alert triggers are based on the number of posts and the average number of posts from the

past five similar time frames. The average number of posts has a standard deviation. Sensitivity

defines how many times the standard deviation is stacked on top of the average number of

posts to trigger an alert.

When you create a trend alert, you can select from five sensitivity settings.

Sensitivity Condition to trigger a trend alert

Very low Triggers if the buzz exceeds the average

number of posts by at least 4 times the

standard deviation on top of the average

number of posts.

Low Triggers if the buzz exceeds the average

number of posts by at least 2.5 times the


number of posts.

Balanced Triggers if the buzz exceeds the average



number of posts.

High Triggers if the buzz exceeds the average



number of posts.

Very high Triggers if the buzz exceeds the average

number of posts by at least the standard

deviation on top of the average number of

posts.

124

See Also


View, create, change, or delete an alert


Work with posts Wherever you work in Microsoft Social Engagement, your analysis is usually based on the posts

in your data set. It’s important to understand what customers and prospects are talking about,

so it’s critical to know about the actual contents of the posts.

Access posts in Analytics and Social Center To show the post list, choose Posts on the right side of any Analytics page.

Or navigate to Social Center to access your streams. Choose the stream you want to work with.

If you select a post in your streams, you can expand the contents (if applicable) to read the post.

On the left side of the post list, you find the posts and the main actions to work with posts. If

you select a post in the post list, the right side displays the single post pane, providing a full view

on the contents with all available actions.

The posts view shows you the source icon, the author name, an excerpt from the post, the

author’s reach or influence, the publication date, and the sentiment value of the post. For each

post, you can review and edit the sentiment value. If your user role is Power Analyst or

Administrator, you can remove posts from the database.

If you remove a post, there’s no way to restore it.

Posts in the post list within Analytics don’t get updated automatically. You need to

refresh the page to see the latest updates.

You’ll get notified when another user changed a value of the same post that you’re

working on.

For example, if another user already changed a sentiment value, your planned update

may no longer be required.

Benefit from the features of Social Center to get real-time updates for your personal streams on

a single page.

Important

Tip

125

You can read posts that resulted from your searches directly in the application from the Posts

view.

To access the contents of the latest posts that match your data set in Analytics, choose Posts on

the right side of the page.

To quickly see new posts that match a pre-defined data set, set up a stream in the Social Center.

Fresh and updated posts are automatically pushed to your client, to make sure you’re always on

top of the information. More information: Keep track of live data streams with Social Center.

There are some feature limitations if you’re working with streams and you have a

Microsoft Dynamics CRM Online Professional license. Read more: Integrate Social

Engagement with Office 365.

Parts of a post On the left side of a post, you’ll find the icon of the post’s source, the profile picture (if

available), and the name of the post’s author.

In the center of the post list, you’ll find the title and content of a post. Select a post to see its

details. Choose the expand icon next to the post’s content excerpt to expand the post and

read its content.

You’ll find additional metadata and controls for the posts:

Sentiment value: See which sentiment value the application calculated for a post. You can manually update a sentiment value by selecting a different value from the drop-down menu. Fragments of a post that were rated positive are highlighted in green and negative fragments are highlighted in red.

Remove post: Deletes the post from your solution’s database.

Reach: This indicates the potential size of an author’s network and connections on Twitter. The higher the number of an author’s reach, the more likely that this is an influential author. More information: Get relevant data using filters.

Date and time of publication: The date and time when the post was published by the author. Redirects you to the original URL where the post was found. This allows you to see the post in the context of the site or social network it originates from.

Post location: The geographical location information (latitude/longitude) that a user shared when publishing the post (if available). More information: See the locations for the posts

Author location: The geographical information that a user shared on a profile (if available). For example, this can be the location of a Twitter user as it’s been entered on the user’s profile page. More information: See the locations for the posts

Note

126

Delete posts You may find posts in your data set that were matching one of your search topics but are

irrelevant in your context. It’s easy to remove those posts. Reduce unwanted noise by deleting

posts from your solution’s database. Once a post is deleted, it can’t be restored and it will no

longer count against your solution’s monthly post quota.

You must have at least a Power Analyst Analytics role to perform this task.

You can’t undo this action and Support can’t restore deleted posts.

1. Choose Posts on the right side of any Analytics page to see the posts list.

2. Select the post you want to delete.

3. Select REMOVE and confirm your selection.


2. Choose your stream and a post within it.

3. Select the post to expand the contents.

4. Select REMOVE and confirm your selection.

Change a post’s sentiment value in Analytics and Social Center In some cases the sentiment algorithm annotates a post’s sentiment differently from your

perception of the tone. Adjust the sentiment value of posts if you disagree with a system-rated

sentiment value. Confirm the system-rated sentiment value if you agree with it.

Important

Delete posts in Analytics

Delete posts in streams

Tip

127

To display the controls, make sure you select a search topic from the analysis focus

drop-down list to provide a target for the sentiment analysis. More information: Understand the public perception using sentiment analysis


--OR--

Browse to the post in your stream.

2. Select the post to you want to edit and expand the contents.

3. Choose the smiley face to see the sentiment value selection.

4. Edit or confirm the sentiment value of the post.

Either editing or confirming a sentiment value will treat the post’s sentiment value as

manually edited in the Data Coverage widget in Analytics > Sentiment.

Add a label to a post in Analytics or Social Center Outline workflows and track the status of a post by attaching a label to the post. Administrators

define the labels to choose from in Settings > Solution Defaults.

For more information, see Configure solution defaults.

You must have at least a Responder interaction role to perform this task.


--OR--


2. Select the posts you want to add or change a label.

3. Choose SET LABEL and select the label from the list.

Note

128

You can change the label of a post at any time by overriding the existing label.

To remove a label from a post, choose SET LABEL and choose CLEAR LABEL.

Assign a post to another user in Analytics Bring a post to a specific user’s attention and surface it in the user’s Inbox stream. Every user of

your Microsoft Social Engagement solution can have posts assigned. You must have at least a

Responder interaction role to perform this task.


--OR--


2. Select the post you want to assign or reassign.

3. Choose ASSIGN TO and select the user from the list.

Privacy notice Microsoft Social Engagement offers hosted online services available to a wide variety of


application:








Tip

129



See Also Drive business objectives using posts


Keep track of live data streams with Social Center

Data retention in Social Engagement Get to know which user data gets stored when you work with Microsoft Social Engagement and

how long this data persists.

Whenever data is stored in Microsoft Social Engagement, either in the form of acquired posts or

user settings, it is stored in a database. While posts end up in a central data store, all other data

is stored in a solution-specific database.

Storage of private messages and direct messages as regular posts Given the fact that at least one user has added a social profile to an organization’s Social

Engagement solution and the acquisition is allowed for private messages of this social profile.

A user with permissions to work with search topics can create rules that acquire the

private messages and similar posts that are found through public searches. When a

private message is stored in the database, it’s visible to every user who can access Social

Engagement in the same organization.

Data retention when deleting a social profile Given that a solution acquired private messages and a social profile is removed by its owner, all

private messages from this profile are hidden in the user interface immediately after the

removal of the social profile.

However, the direct messages persist in the central database unless the solution is de-

provisioned or the posts become older than two years (730 days).

Note

130

Data retention when deleting a private message Given that a solution acquired private messages from a social profile and the owner of the social

profile deletes one of these messages. The deleted private message won’t show on the user

interface anymore.

Data retention upon deleting an organization or de-provisioning an organization If the global administrator decides to de-provision the Social Engagement solution for an

organization, all related data such as posts, search topics, direct messages, and user

permissions, are deleted 180 days after the organization’s subscription is canceled.

See Also Manage social profiles


Work with posts

Accessibility for Microsoft Social Engagement Microsoft is committed to making its products and services easier for everyone to use.

For more information about features, products, and services that make Microsoft products

more accessible for all users, open Control Panel, choose Ease of access, and then choose Ease

of access Center.

The Microsoft Social Engagement application supports zooming on the user interface to 200% of

the original screen size and works with the High Contrast settings in either your browser or

operating system.

For accessibility information for specific browsers, visit the following websites:

Internet Explorer 10 accessibility

Firefox accessibility features

Safari accessibility features

Google Chrome accessibility features

See Also Get connected to the social conversation using Microsoft Social Engagement



http://support.mozilla.org/kb/accessibility-features-firefox-make-firefox-and-we?redirectlocale=en-US&redirectslug=accessibility

http://www.apple.com/support/accessibility/

https://sites.google.com/a/chromium.org/dev/user-experience

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