User s Guide Microsoft Social Engagement 2015 Update 1

Transcription

1 User s Guide Microsoft Social Engagement 2015 Update 1 Version 2.0 1

2 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 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. 2

3 Contents Get connected to the social conversation using Microsoft Social Engagement... 5 What's new in Microsoft Social Engagement 2015 Update Get started with Social Engagement... 8 Set your preferences for the user interface Get help with Social Engagement Videos & ebooks Administer Microsoft Social Engagement Integrate Social Engagement with Office Set up Microsoft Social Engagement Configure solution defaults Understand user roles Assign permissions and user roles Create and manage location groups Integrate Social Engagement with Dynamics CRM Connect Social Engagement to other domains Set up searches to listen to social media conversations Create or delete a search topic Add rules to a search topic Refine your search rules Manage the quality of your search results Organize topics in categories Manage your post quota Analyze social data using widgets Get relevant data using filters Perform visual filtering on widgets Understand widgets on the Overview page Find out what people are talking about Understand the public perception using sentiment analysis See the locations for the posts Analyze the sources for the posts Engage on social networks Manage social profiles Keep track of live data streams with Social Center Drive business objectives using posts Stay up-to-date with alerts View, create, change, or delete an alert Activate or deactivate an alert Set a trend alert's sensitivity

4 Work with posts Data retention in Social Engagement Accessibility for Microsoft Social Engagement

5 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. 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. 5

6 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. Tip 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. 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 6

7 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. 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. 7

8 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 8

9 Sign in to Social Engagement Note 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. 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 9

10 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 to the specified recipients. More information: Stay up-todate 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. 10

11 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 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 11

12 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. 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 12

13 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. 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 13

14 Default time frame for your analysis Preferred color theme 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 Screen language Date and time format Theme Number format Default time frame What you can do Choose the language that the application will be displayed in. Set the default date and time format for charts and graphs in the dialog box. Choose between a light and a dark color theme for your user interface. Choose from a predefined set of option to display numbers on the user interface. Set the default time frame to present data in your charts and graphs for analysis. You can change the time frame at any time. 14

15 See Also Get started with Social Engagement 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 Get started with Social Engagement Set up searches to listen to social media conversations Set up Microsoft Social Engagement 15

16 Videos & ebooks Tip 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: Microsoft Social Engagement for CRM ebook: Social is for Closers Marketing boosts from social engagement Spring 14 Marketing Scenarios (5:31) 16

17 ebook: Increase your impact with Microsoft Dynamics Marketing ebook: Introducing Social Engagement ebook: Microsoft Social Engagement for CRM 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. Note 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 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 17

18 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 Get connected to the social conversation using Microsoft Social Engagement Integrate Social Engagement with Office 365 Using Microsoft Office 365, you can manage Microsoft Social Engagement user licenses and other services. Note 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. 18

19 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 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. Note It takes a few minutes to complete the provisioning process before you can access Social Engagement. You ll receive an 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: 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. 1. In the browser of your choice, open 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. 19

20 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. Note 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. 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. 20

21 For step-by-step instructions about how to assign user licenses in Office 365, see Assign a license to a user. Assign licenses Note 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. Important 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 users. No limits on the number of streams a user can own. Able to share streams. Stream addition is regulated by the specific user roles. More information: Understand user roles Stream share No. Can only receive shared streams. Yes. Unlimited stream sharing. Stream sharing is regulated by the specific user roles. More information: Understand user roles 21

22 Feature group Feature Professional license Enterprise license Comments Tag post with labels Yes Yes Tagging is regulated by specific user roles. 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. 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 22

23 Feature group Feature Professional license Enterprise license Comments 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. Note 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 user. 2. In Assign Licenses, clear the Microsoft Social Engagement check box. 3. Choose the Save button. Note 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. 23

24 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 Get started with Social Engagement Assign permissions and user roles Integrate Social Engagement with Dynamics CRM Connect Social Engagement to other domains 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. 24

25 Option Name Screen language Default time frame Date and time format Number format Search languages Search setup filters Status Labels What you can do Edit the name of your solution. Set the default language for the user interface. Define the default time frame for your users analysis. Set the default date and time format. To edit the current values, choose Edit. Select the number format from a predefined set of options to display numbers on the user interface. Set languages for your search. The search topics will look for posts in the languages you choose. Choose the Add language, and then choose Save button, select the button. 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. 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 Note 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. 25

26 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. Note 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 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 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. 26

27 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 Administer Microsoft Social Engagement Configure solution defaults Set up searches to listen to social media conversations Assign permissions and user roles 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. Note 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 s, or exporting the content. 1. Navigate to Settings > Solution Defaults. 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. 27

28 1. Navigate to Settings > Solution Defaults. 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. 1. Navigate to Settings > Solution Defaults. 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. Add search languages 1. Navigate to Settings > Solution Defaults. 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. Remove search languages 1. Navigate to Settings > Solution Defaults. 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 28

29 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. 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. 1. Navigate to Settings > Solution Defaults. 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. Show the link to the privacy statement 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. 29

30 Hide the link to the privacy statement 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. Note Users must have a Social Engagement Enterprise User License and at least a Responder Engagement Role to assign labels to posts. 1. Navigate to Settings > Solution Defaults. 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 up searches to listen to social media conversations Get started with Social Engagement Set your preferences for the user interface 30

31 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. Note Settings page is visible to Administrators only. 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 Important 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 31

32 Permissions Analyst Power Analyst Administrator Create and edit location groups No Can only edit owned location groups. Yes Manage user roles No No Yes Exclude sources and terms Create and manage alerts No No Yes 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 Administer Microsoft Social Engagement Integrate Social Engagement with Office

33 Assign permissions and user roles 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 in Microsoft Social Engagement. Note 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 1. Navigate to Settings > User Management. 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. Note The specified user will receive an with the updated user roles and permissions. Bulk editing user roles is limited to newly invited users. 33

34 Send to users Use your client to send to Microsoft Social Engagement users. You don t need to research a user s address. The opens with the recipient s address already filled in. 1. Navigate to Settings > User Management. 2. Identify the user you want to contact and choose the 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 Administer Microsoft Social Engagement 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. 34

35 Note You need to be a Social Engagement Administrator or Power Analyst to perform this 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. Tip 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 You need to be a Social Engagement Administrator or Power Analyst to perform this task. 35

36 1. Navigate to Settings > Location Groups. 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. Note 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. 1. Navigate to Settings > Location Groups. 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. Note 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 . Alerts won t reactivate if you recreate a location group with the same name. See Also Administer Microsoft Social Engagement See the locations for the posts Get relevant data using filters 36

37 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. Note 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 Note 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 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 37

38 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 socialmedia 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 Get started with Social Engagement Administer Microsoft Social Engagement Assign permissions and user roles 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. 38

39 Note 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, 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. Copy the solution URL and paste it in the configuration page of the application that you want to connect to Social Engagement. 39

40 Note 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 Administer Microsoft Social Engagement Get started with Social Engagement Get connected to the social conversation using Microsoft Social Engagement 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. Important 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. 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 Private messages rules. Validate your search topic to preview results and get an estimate of how this affects Create or delete a search topic --AND-- Organize topics in categories Add rules to a search topic Add rules to a search topic 40

41 Step Description Related help topics your solution s post quota. Start analyzing your results once the search topic has gathered the first data. Optimize your search topics constantly to make sure you re only gathering relevant posts. Analyze social data using widgets 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. Important 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 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 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. 41

42 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. Tip 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 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. See Also Create or delete a search topic Add rules to 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 42

43 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. Tip 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 Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. 1. Navigate to Search setup. 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 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 43

44 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. Note 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. Note Administrators can edit every search topic in the solution, while Power Analysts can only edit the search topics they own. 1. Navigate to Search setup. 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. 4. Validate the updated rule and choose Save button to update the search topic. Delete a search topic Important As an Administrator, you can delete search topics at any time. Power Analysts can only delete search topics they own. 44

45 1. Navigate to Search setup. 2. In the list of search topics, choose the Delete button beside the topic you want to delete, and confirm the deletion. Important Deleting a search topic has the following effects: Data acquisition for the deleted topic stops immediately. An automated 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 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. 45

46 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 Set up searches to listen to social media conversations Add rules to a search topic 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. The following table shows you what rules you can create depending on what you want to accomplish. If you want to Gather posts based on a query of keywords, inclusions, and exclusions. Gather all posts on or from a specific Facebook page. Capture mentions, replies, tweets or retweets from a Twitter account. Get the private messages that were sent to a social profile that is authenticated in Microsoft Social Engagement. Create a Keywords rule Facebook pages rule Twitter rule Private messages rule Tip 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 46

47 Add a rule to a search topic To enable searches and to collect posts, add one or more rules to a search topic. Important 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 1. Navigate to Search setup. 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. 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. 47

48 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. The ADD RULE page appears. 4. Choose Keywords rule. 5. Enter the keywords; select the inclusions, exclusions, and the filters that you want to use when searching for posts. 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 rule. 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 48

49 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, 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. 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". 49

50 Tip 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) 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 Use the special characters for Twitter if you want to search explicitly for #hashtags, $stocktweets, 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:

51 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. 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 the Add new rule button. The ADD RULE page appears. 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. 8. 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. 9. In the search topic pane, choose the Save button to activate your 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. 51

52 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 the Add new rule button. The ADD RULE page appears. 4. Choose Twitter rule. 5. In the search field, enter the 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. -- 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. 8. 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. 9. In the search topic pane, choose the Save button to activate your 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. Important 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. 52

53 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 the Add new rule button. The ADD RULE page appears. 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. 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 rule. 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. 53

54 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. 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 Set up searches to listen to social media conversations Create or delete a search topic Manage your post quota Get started with Social Engagement 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. Tip 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 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. 54

55 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 minutes, when you set the analysis time frame to Today in Analytics. To see the newly acquired posts, open the Posts view. Note 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 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. See Also Add rules to a search topic 55

56 Create or delete a search topic Set up searches to listen to social media conversations Manage the quality of your search results You can perform quality management over the entire application by blocking irrelevant posts and sources. Note 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. Tip 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 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. Important 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. 56

57 1. Navigate to Search Setup > Blocked Content. 2. Review the list in the DOMAINS pane. 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. Important 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. Warning 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. 57

58 1. Navigate to Search setup > Blocked Content. 2. Identify the source you want to remove from the list and re-enable for data acquisition 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. 1. Navigate to Search setup > Blocked Content. 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this task. 58

59 Important 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. 1. Navigate to Search setup > Blocked Content. 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. Note You need to be a Social Engagement Administrator or Power Analyst to perform this 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. 59

60 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 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. See Also Set up searches to listen to social media conversations Refine your search rules 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. Note 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 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. 60

61 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. 1. Navigate to Search setup. 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. 1. Navigate to Search setup. 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. 1. Navigate to Search setup. 2. In the CATEGORIES pane, select the category you want to delete. 61

62 3. Choose the More actions button and then choose the Delete button. 4. Confirm your deletion. See Also Set up searches to listen to social media conversations Create or delete a search topic Understand user roles 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. Note 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 Important If you re expected to exceed the post quota of the current month, you ll get a notification . 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. 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. 62

63 If your solution tends to exceed the quota, all users with an Administrator role will get an 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. Caution 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 Expected to exceed quota Quota exceeded Acquisition stopped When the calculated expectations are still within your monthly limits. If your solution is expected to reach your monthly quota before the current month ends. If your solution acquired more posts than your post quota allows. When Administrators were informed and the solution exceeded your post quota without any action taken. The solution s acquisition was No action is required. Monitor your post quota closely. Alternatively, increase the post quota or edit or remove search topics or Facebook pages. 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 quota. Increase the post quota to restart your acquisition immediately or wait until the first day of the next month to 63

64 Quota status Appears What you should do stopped automatically. 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 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. Important 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: 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. 64

65 Caution 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 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 Set up searches to listen to social media conversations Manage the quality of your search results Refine your search rules 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. Tip 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 65

66 Important 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 Tip 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. 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. Note 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. 66

67 Note 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 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 Available on all of the Analytics pages Required permissions for applying filters Yes Yes Every user can apply the filters not a role based permission. Yes Yes Every user can apply the filters not a role based permission. 67

68 Note 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. 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. 68

69 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 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. Tip Expand the filters to see the options available for each filter. 69

70 The following filters are available. Filter What you can do How this affects your data set Keywords Sources Languages Sentiment Sentiment status 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 #, and $. Select which sources are active in your current analysis. Choose from the list of active search languages to focus your analysis on one or more languages. Filter your posts by sentiment value. Select from positive, negative, and neutral. 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 Your analysis narrows your results to posts that contain the keywords you ve entered in your keyword filter. Your analysis shows results from the selected sources only. Your analysis shows results from the languages you selected in your filter. You can select from positive, negative, neutral and unknown. Unknown sentiments are posts in languages that aren t supported by the sentiment calculation. Limit your data set to see only posts with the selected sentiment status. 70

71 Filter What you can do How this affects your data set considered a manual edit. Find posts that have a specific label assigned. Reach Location Location type 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 Reach 2: Klout score 10 to 19 Reach 3: Klout score 20 to 39 Reach 4: Klout score 40 to 49 Reach 5: Klout score 50 to 99 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. Choose the type of location data you want to include in your current data set. Select post location, author location, or both. Your analysis narrows your results to posts coming from authors with the reach you defined in your filter. Your analysis narrows your results to posts that contain location data and where the location data corresponds with the filter you added. 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 71

72 Filter What you can do How this affects your data set 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 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. 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 will be no further acquisition of posts for this author. Post type Caution You cannot retrieve the deleted author s posts. They will be permanently deleted from the database. Select from Post, Reply, Share, or Private message. Post: Single posts that were published as status updates. Share: All posts in your data 72

73 Filter What you can do How this affects your data set 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 Assignee Labels Choose to see posts from Facebook pages that were either published by the owner of a Facebook page, or from other people posting on this Facebook page. You can enter any user that is assigned a role in Microsoft Social Engagement. Start typing a name to see suggestions. 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 which posts are coming from the owner of a Facebook page or the audience of this Facebook page. Narrow your data set to see only posts that are assigned to the selected user. 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. 73

74 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. Add a filter 1. Choose a data point on a widget to drill down and apply the corresponding filters. More information: Perform visual filtering on widgets --OR-- 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. Edit a filter 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. Remove a filter 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. 74

75 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 Analyze social data using widgets Perform visual filtering on widgets Stay up-to-date with alerts 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. Important 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. 75

76 Important 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. 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. Note 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 Analyze social data using widgets Understand widgets on the Overview page 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. Note Overview is the default landing page when you access the Analytics area or when you choose Microsoft Social Engagement in the nav bar. 76

77 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 at the top right to expand the Metrics in normal view Author name and profile picture (if available) Source from where the author has posted Trend value for the authors 77

78 Widget name What it displays Metrics widget to Full view mode. Metrics in Full view 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. Author name and profile picture (if available) Source Number of posts Trend Sentiment Reach Location 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. 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 78

79 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. Sentiment index Volume Trend The current filter is a search topic, not All Search Topics or a category. 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 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 Analyze social data using widgets Find out what people are talking about Understand the public perception using sentiment analysis See the locations for the posts Analyze the sources for the posts 79

80 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 Widget name What it displays Metrics 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. Post volume in the current time frame In case only one source is filtered, the volume of phrases will be displayed based on the volume in the current time frame. Note The widget title takes 80

81 Widget name What it displays Metrics 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 displayed in the order 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 Widget name What it displays Metrics Display conditions Sentiment Sentiment index and sentiment values - positive, negative or neutral. Sentiment score Volume Trend The current filter is a search topic, not All Search Topics or a category. The rules in the current search topic 81

82 Widget name What it displays Metrics Display conditions 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. See Also Analyze social data using widgets Understand widgets on the Overview page Understand the public perception using sentiment analysis 82

83 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 selflearning 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. 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 83

84 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 Important 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. 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 System-rated sentiment 84

85 Name of the widget What it displays Metrics the current sentiments displayed on the widgets 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 Note You can zoom in and perform visual filtering on this map. Volume of posts from different locations Sentiment index for the posts on these locations The rules in the current topic contains at least one of the 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 Your data set contains posts with positive sentiment value. 85

86 Name of the widget What it displays Metrics Display conditions 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 Analyze social data using widgets See the locations for the posts 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 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. 86

87 Note 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 Name of the widget What it displays Metrics Locations Insights Markers for posts that contain location information. For your reference, a legend for the available push pins is provided on the map. Volume Sentiment Buzz 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 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 Name of the city Volume of posts 87

88 Name of the widget What it displays Metrics Note Visual filtering isn t supported on this widget. Trend Languages Top five languages based on volume of posts that used these languages. Name of the Language 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. 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. Trend Locations Top five countries/regions, based on the volume of posts Name of the country/region Volume of posts Trend 88

89 Dynamic widgets on the Locations page Name of the widget What it displays Metrics Display conditions 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 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. 89

90 Name of the widget What it displays Metrics Display conditions 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 volume of their posts. 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 Metrics in Normal view Author name and profile picture (if available) Source from where the author has posted Trend value for the authors Metrics in Full view Author name and profile picture (if available) Source Number of posts Trend Sentiment Reach Location Language Time when the Your current data set contains at least one unique author. 90

91 Name of the widget What it displays Metrics Display conditions role to delete an author. latest post was posted Delete button 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. 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 Facebook No No Blogs No No 91

92 Author location Post location Videos No No *Authors need to share the information. See Also Analyze social data using widgets Understand the public perception using sentiment analysis 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 Widget name What it displays Metrics 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 Phrases by Sources Top phrases for the top five sources based on the volume. Source icon Phrases Languages The list of five most spoken Top five languages based on the volume of posts using 92

93 Widget name What it displays Metrics languages based on the volume of posts using these. Note If the set languages are less than five, the available number of languages will be displayed in the order of their volume of posts. 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 Widget name What it displays Metrics Display conditions Sources by Sentiment Top five sources along with their sentiment index. Note If five sources 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 93

94 Widget name What it displays Metrics Display conditions aren t available, the available number of sources are displayed, based on their volume. 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 Your current data set contains at least one unique author. Top five sources Number of unique authors per source 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 Metrics in Normal view Author name and profile picture (if available) Source from where the author has posted Your current data set contains at least one unique author. 94

95 Widget name What it displays Metrics Display conditions 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 future. Trend value for the authors Metrics in Full view Author name and profile picture (if available) Source Number of posts Trend Sentiment Reach Location Language Time when the latest post was posted Delete button See Also Analyze social data using widgets See the locations for the posts 95

96 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. Important 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 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. 96

97 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. Important 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 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 Caution 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 97

98 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 Tip 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. Add a Facebook page to your social profiles 1. Navigate to Social Profiles. 2. Choose the Add social profile icon. 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. Add a Facebook user profile to your social profiles 1. Navigate to Social Profiles. 98

99 2. Choose the Add social profile icon. 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. Add a Twitter profile 1. Navigate to Social Profiles. 2. Choose the Add social profile icon. 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 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. 99

100 Important 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. Share a social profile 1. Navigate to Social Profiles. 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 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. Stop sharing a social profile 1. Navigate to Social Profiles. 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. 100

101 Delete a social profile Caution 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. 1. Navigate to Social Profiles. 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 Claim ownership for a social profile 1. Navigate to Social Profiles. 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. 101

102 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 for this user. No valid Oauth token anymore, but has at least one Social Engagement owner. No Social Engagement user assigned as owner. 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. 102

103 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. 1. Navigate to Social Profiles. 2. Choose the Check Tokens button. The solution verifies the tokens for all the social profiles listed for you and provides the 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 You can reauthorize this account or delete it. Tool tip: Your token is invalid. Invalid Tool tip: The account isn t valid. If the user has a token, it also isn t valid. No owner. Invalid without any owner Reauthorize the social profile if you are the owner, or claim ownership/contact one of the owners if this profile is shared with you. If you want to use this account, claim ownership. Tool tip: The account isn t valid. 103

104 See Also Engage on social networks Set up searches to listen to social media conversations 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 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. Note 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. Note You must have a Manager interaction role assigned to add, share and remove streams. More information: Understand user roles 104

105 Add a stream 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 7. Choose the Save button. Share a stream 1. Navigate to the Social Center. 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. 6. Choose the Save button. Note 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. Important 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. 105

106 Edit a stream 1. Navigate to the Social Center. 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. 5. Choose the Save button. Delete a stream 1. Navigate to the Social Center. 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. Caution 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 106

107 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. Important 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. See Also Engage on social networks Get relevant data using filters Manage social profiles 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 Tip 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. 107

108 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. The following table shows what Social Engagement lets you do depending on where you want to interact. Let users know that you appreciate a post they wrote Spread an interesting post among your audience Engage in a conversation on an interesting post Twitter Favorite Retweet Reply Facebook Like Share Comment Conduct a private conversation Send direct message Send private message Comment or reply to a post 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. 108

109 Favorite or like a post 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 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. Retweet or share a post 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 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. Note 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 109

110 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. 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. Note 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. Tip 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. Important 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. 110

111 Send a direct message on Twitter 1. Navigate to Social Center. --OR-- Choose POSTS on the right side when working in Analytics pages. 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. Important You can only reply to a direct message with the social profile that received the message. More information: About Direct Messages Send a direct message on Facebook 1. Navigate to Social Center. --OR-- Choose POSTS on the right side when working in Analytics pages. 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. Note 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. 111

112 See Also Engage on social networks Work with posts Manage social profiles Stay up-to-date with alerts Create 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 notification if any new posts match the selected filters. A summary of important posts are delivered directly to your account. With this option you can stay up-to-date on the topics that matter most to you. Trend alert: You ll receive an 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 Get relevant data using filters 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 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. 112

113 List entry / Icon Alert icon Alert name Alert type Delete icon What it means Indicates whether the alert is enabled or paused. A grey icon means the alert is currently set to inactive. An orange icon means that the alert is currently active. Name you provided while setting up the alert. Type of alert that you ve set up. 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 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 addresses in the 113

114 Recipients field. 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 Note 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. 1. Navigate to the Message Center. 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. 1. Navigate to the Message Center. 2. In the ALERTS pane, find the alert you want to delete and choose the delete icon. 3. Confirm the deletion. Note Recipients that you ve added to your alert will no longer receive this alert. See Also Stay up-to-date with alerts Get relevant data using filters Activate or deactivate an alert 114

115 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. 1. Navigate to the Message Center. 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. 1. Navigate to the Message Center. 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 Stay up-to-date with alerts View, create, change, or delete an alert Set a trend alert's sensitivity Create and manage location groups 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. 115

116 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 Very low Low Balanced High Very high Condition to trigger a trend alert 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. Triggers if the buzz exceeds the average number of posts by at least 2.5 times the standard deviation on top of the average number of posts. Triggers if the buzz exceeds the average number of posts by at least 1.66 times the standard deviation on top of the average number of posts. Triggers if the buzz exceeds the average number of posts by at least 1.25 times the standard deviation on top of the average number of posts. Triggers if the buzz exceeds the average number of posts by at least the standard deviation on top of the average number of posts. See Also Stay up-to-date with alerts View, create, change, or delete an alert Activate or deactivate an alert 116

117 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. Important If you remove a post, there s no way to restore it. Tip 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. 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. 117

118 Note 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 read its content. You ll find additional metadata and controls for the posts: next to the post s content excerpt to expand the post and 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 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. 118

119 Important You can t undo this action and Support can t restore deleted posts. Delete posts in Analytics 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. Delete posts in streams 1. Navigate to Social Center. 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. Tip 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 1. Choose Posts on the right side of any Analytics page to see the posts list. --OR-- Browse to the post in your stream. 119

120 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. Note 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. 1. Choose Posts on the right side of any Analytics page to see the posts list. --OR-- Browse to the post in your stream. 2. Select the posts you want to add or change a label. 3. Choose SET LABEL and select the label from the list. Tip 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. 120

121 1. Choose Posts on the right side of any Analytics page to see the posts list. --OR-- Browse to the post in your stream. 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 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. See Also Drive business objectives using posts Analyze social data using widgets 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. 121

122 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. Note 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 deprovisioned or the posts become older than two years (730 days). 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 Understand user roles Work with posts Accessibility for Microsoft Social Engagement Microsoft is committed to making its products and services easier for everyone to use. 122

123 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 123