Social entities

Use Dynamics 365 Customer Engagement (on-premises) social care generic framework to route the social data that you obtain from various social channels into your Customer Engagement system. Social care framework provides the general interface, data model, and necessary APIs for integrating social listening applications like Facebook and Twitter with Dynamics 365 Customer Engagement (on-premises) to track social messages and profile data. Using social care framework, third party systems can push social data feed containing posts from the social channels to Dynamics 365 Customer Engagement (on-premises) and can associate a social post with an existing Customer Engagement record.

Social care framework offers following capabilities:

• Social Activity to track Social posts in Customer Engagement

• Social Profile to track a contact’s presence in social media

• Rule driven manual and automated Case creation and attribute values in Customer Engagement. More information: Automatically create cases from email or social monitoring.

  You can use this framework to automatically convert social posts to case, create social profiles and contact records for the author of the posts in Dynamics 365 Customer Engagement (on-premises), search existing records, and associate social posts and profiles to them. You can configure watch lists with keywords, #tags, @mentions to identify the social buzz around your brand, product or service on social channels like Twitter or Facebook. Then, associate the watch list with a Dynamics 365 Customer Engagement (on-premises) queue, which is set up to automatically create cases from social posts. More information: Automatically create cases from email or social monitoring.

  

  Social care framework enhances the existing email to case settings to enable the automated case creation when a social activity is delivered to a queue. The external system or user can recognize the scope of the social care feed (for example, Post ID, corresponding Customer Engagement record, attributes corresponding to the Customer Engagement record), and target the update on the Customer Engagement record and its attributes using the Customer Engagement Create, Retrieve, Update, and Delete operations on an entity API method delivered through the Web API of Dynamics 365 Customer Engagement (on-premises).

  Dynamics 365 Customer Engagement (on-premises) allows external services to connect to it, but won’t call into any external service and connect to it. The primary recipients of social data are SocialActivity Entity and SocialProfile Entity, which are compliant with the changes in the social data.

  The data model and API used in social care framework provides the developers an opportunity to extend and customize the sample app to meet their business scenario. You can download the sample app based on Customer Engagement APIs to get visibility into Dynamics 365 Customer Engagement (on-premises). More information: Sample Application Using Microsoft Dynamics CRM Social Care Framework.

In This Section

SocialActivity Entity

SocialProfile Entity

Related Sections

Model Your Business Data

Sample Application Using Microsoft Dynamics CRM Social Care Framework