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The Spring '14 release documentation included this page, describing how CRM can create cases automatically from Facebook or Twitter:
Does anyone know how to actually achieve this? While there are Social Sources in CRM, it looks like a developer may need to actually build something to interrogate Twitter and Facebook, to send through posts to cases?
Is there actually out-of-box behaviour to enable the above? How do we go about setting it up?
This isn't out of the functionality
From this document: http://go.microsoft.com/fwlink/?LinkID=394600
Social CareFind out what your customers and others are saying about your product or service on Facebook and Twitter, and resolve emerging issues before they escalate. Download, optimize and quickly start using the new Social Care Sample application to extend your customer service on social channels. Companies who have their owns means of social listening can also customize and extend Social Care Application to create cases, contacts and social profiles from the social posts they are monitoring.
You can download the Social Care Sample Application here: http://www.microsoft.com/en-us/download/details.aspx?id=43122
Ah...so we tried that - looks like it will require a reasonable amount of work to actually achieve a functional result, and it seems to rely on bringing all posts from added social sources in order to then interrogate them inside CRM, in order to decide whether they should become cases.
This seems like it will create a massive volume of posts in CRM for a large customer.
We were hoping Social Listening would play a role in escalating to case based on alerts or sentiment. Looks like using a Social Listening alert to send an email into an Email to Case rule is probably the workaround for the moment.
Hi, I'm pretty struggling about Social Media Integration.
I found the article http://msdn.microsoft.com/en-us/library/dn689039.aspx that drives to "Automatically create cases from email or social monitoring." but anything stills pretty cloudy to me.
- Does anyone know a clear guide, walkthrough or anything helpful?
- Is this possible regardless country, or there is a limitation, in particular for Italy?
- Is Social Listening mandatory?
Thank you so much.
Hey Alex. Did you find anything on this yet? I am also struggling with same.
Unfortunately no, I'll post if I do.
Hi, I finally believe this solves the matter: www.insideview.com/microsoft-insights
That will enrich data of your customers or prospects using business information available through LinkedIn and other sources...but not really so much for creating cases automatically from social media posts, from what I've experienced of the product.
I get the impression the new Microsoft Social Engagement tool is starting to get close to what was marketed through the materials above though. We may yet receive this feature after all.
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