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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Unification of profile...
Customer experience | Sales, Customer Insights,...
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Unification of profiles including social identities?

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Posted on by HugoAndresMR 95 User Group Leader

Dear community, I would like to know if there is some best practice, recommendation, or experience adding social network sources to the Unification process in CI?

For example:

  • CRM contact ID: hugo@mycompany.cl
  • Twitter ID: @morafromchile123
  • Instagram ID: hugomora

I have some customers interested in match these identities. For example, in a campaign executed on Instagram, I give a LIKE. Should be fantastic to capture that interaction and sent it to CI, to unify with my CRM contact ID, that way customer should be able to measure the campaign execution.

Appreciate any hint or suggestion!

Thanks a lot! Hugo.

I have the same question (0)
  • Verified answer
    John Wiese Profile Picture
    John Wiese Microsoft Employee on at

    There is no magic way to make the link. You will need some way to connect the records.  Usually this is with some sort of "approval" from the customer and them providing you with their social handles then you have them linked to the account in CRM.

  • HugoAndresMR Profile Picture
    HugoAndresMR 95 User Group Leader on at

    Thanks, John!

  • Allie Giddings Profile Picture
    Allie Giddings Microsoft Employee on at

    Hi Hugo,

    For your solution, did you end up doing an exact match between the social handle and the data in the CRM contact ID? Do you know what your coverage of this approach is? Would a model which can associate a social handle with a contact based on their name and other information in the contact be useful for you in cases where the contact does not have the social handle information?

    Thanks,

    Allie Giddings

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