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, user@company.onmicrosoft.com. 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