Scenario 2

Suppose that Contoso is launching a new product. It wants to monitor the social channel, to gather the runtime feedback on how the public is reacting to Contoso's product. Contoso also wants its marketing team to reply to the questions/feedback that people are asking the company, from a social platform, regarding the product.

Set up Microsoft Social Engagement: Microsoft Social Engagement helps users to track and analyze social communications about specific topics across public networks. The following steps describe how you can set up social feeds on Microsoft Social Engagement:

1. Log into Microsoft Social Engagement and navigate to Microsoft Social Engagement | Search Setup:

1. You can then create new categories related to competitors, products, or any other required categories, as follows:

1. For any existing category, you can add search feeds. Social listening will then monitor social media for any activity related to these feeds. To do so, you have to select the category and click the add (+) button in Search Topics:

1. You can then add a new search topic or click on an individual search topic to configure the feeds:

Select the type of search rule, as follows:

As illustrated in the preceding screenshot, you can configure different rules related to Keywords rule, Facebook page rule, Twitter rule, and so on. After the search criteria has been set up, the user can navigate to the dashboard. The user has to navigate to Microsoft Social Engagement | Analytics to monitor the data:

Let's look at some of the entities in Analytics:

• Sentiment analysis: This shows whether the overall feedback is positive or negative.
• Volume: This gives the number of feeds related to the configured search topics happening in social media.
• Phrases: This shows the different search topics that have been configured in the social engagement.
• Categories by sentiment: This shows the feeds in terms of the different categories.
• Location insights: This shows the feeds in terms of the locations from which the feeds are coming.
• Sources: This differentiates the feeds in terms of their sources—that is, Twitter, Facebook, and so on.
• Authors: This shows the different people posting the feeds.
• Languages: This shows the feeds in terms of their native language classifications.

1. After going through the feeds that come through to the Social Engagement, you can reply to the tweets or the Facebook posts.
2. Based on the conversations or the replies given by the authors, you can convert the feeds to opportunities or leads.