Route posts using automation rules
Do you ever feel overwhelmed by how much noise you need to cut through on social media to find posts that are relevant to you? Using automation rules, you don’t need to go through every post manually to create new cases, leads, or events. Let automation rules take care of the routing process. Automation rules can assign posts to users or groups, create new records in Customer Engagement apps, or create events in Azure Event Hubs, if newly-found posts match the filters for your automation rule.
You have a Manager or Administrator user role in Social Engagement to manage automation rules. All user roles can see how automation rules are configured. More information: Understand user roles
Social Engagement is connected to a Dynamics 365 for Customer Engagement Update 2016 (or later) instance. More information: Connect Dynamics 365 for Customer Engagement and Social Engagement
All users, regardless of user role and license type, can see the automation rules that were defined. All users open the same data set in Analytics.
Elements of an automation rule
For each automation rule, there are several navigation elements and values to define. The following screenshot shows more about what an automation rule consists of.
Button to create new automation rules.
Switch to receive email notification if an action fails.
List of automation rules and their status for a quick overview.
Actions configured for the automation rule.
Button to delete the automation rule .
Name of the selected automation rule.
Filters that trigger this automation rule. For an active rule, every newly-found post matching these filters will be handled by this rule. More information: Use filters to see relevant data
View the data set in Analytics .
Button to add new actions to the automation rule.
Actions that are taken on newly-found posts matching the defined filters.
Summary of actions taken on posts in the past 7 days.
When no rule is selected, you'll see the aggregated numbers across all automation rules. For example, If two rules stream data to the same event hub, you will see an aggregated value for that event hub. Only the data for rules with active actions show in the chart. If an action that was removed or disabled is added or enabled again, the stats panel will show any data available for that action in the past 7 days, if it was active anytime during that period.
Available actions for automation rules
The following section explains more about the available actions for automation rules.
Social Engagement can send administrators a failure notification if an action in an automation rule fails. Administrators can turn this feature on if they want to receive these notifications. To receive email notifications, go to Settings > Automation Rules, and then set Send failure notification to ON.
For troubleshooting information when receiving failure notifications, see Troubleshoot issues with failing actions.
Create a link to Dynamics 365 for Customer Engagement from a social post
Automatically link posts to Customer Engagement to create records from social posts. To use this feature, make sure there’s an active connection to a Customer Engagement instance. Also ensure that the Customer Engagement rule framework is correctly configured to process the Social Activity entities created when a post is linked. More information: Create a Dynamics 365 for Customer Engagement record from a social post, Link posts from Social Engagement to Dynamics 365 for Customer Engagement apps, CRM Help & Training: Set up rules to automatically create or update records in CRM
Assign posts to a user or a group in Social Engagement
Automatically assign posts that match your defined filters to a user or a group in Social Engagement. For example, you can assign every post with a purchase intention to your sales team to follow up on. More information: Work with posts
Set a label
Automation rules provide a Set Label action. Based on the filters you define, a label can be set on posts automatically. For example, you can set a “Review immediately” label on posts from your top influencers so that your community management team can follow up with high priority. More information: Create, edit, or delete an automation rule
Stream posts to Microsoft Azure Event Hubs
Automatically stream posts as events as JSON payloads to Azure Event Hubs. You must have a connection to an event hub set up to see this action. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs
Troubleshoot issues with failing actions
When you receive failure notifications, there are a few common issues and simple solutions to them. Often, the issues are related to connection problems to other services, or sudden spikes in volume of posts.
Link to Dynamics 365 action fails
Either the connection to Customer Engagement is no longer active or valid, or there are too many posts queued and Customer Engagement throttles the creation of new records. After several failed retires, the posts are dropped from the queue, and a failure notification is sent. More information: How Social Engagement handles conflicting automation rules
Address the issue
Review the Customer Engagement connection that was used in the failing automation rule. Make sure the provided connection details are still active. More information: Connect Dynamics 365 for Customer Engagement and Social Engagement
Open the automation rule and review its estimated number of matching posts. Keep in mind that these estimations might change quickly if trends on social channels change, unexpected events occur, or search topics or filters are updated. Keep the number of linked posts reasonable. Creating hundreds of leads or cases per day is a rather uncommon scenario.
Recover missed posts
You can manually link missed posts to Customer Engagement from the Analytics area in Social Engagement.
Open the automation rule with the failed Link to Customer Engagement actions and click View in Analytics to see the posts that match your defined filters.
Set a custom time frame for the period you want to review for missed posts.
Click the filter icon and add a Link to Dynamics 365 filter. Set its value to Not linked to a Dynamics 365 record.
All posts that remain in your data set were missed by the automation rule and weren't linked to a Customer Engagement instance and you can manually link them.
Open the post list and click Link to Dynamics 365 to create records for the missed posts in Customer Engagement. More information: Create a Dynamics 365 for Customer Engagement record from a social post
Stream to Event Hubs action fails
Commonly, the failure is caused by a broken connection between the Azure Event Hubs and Social Engagement. An event hub might have been renamed, or its keys have changed and thus the connection string for that event hub is no longer valid.
Address the issue
Find the name of the event hub connection to review in the failure notification.
In the Microsoft Azure portal, open the connection details for that event hub.
In Social Engagement, go to Settings > Global Settings > Connections > Azure Event Hubs. Check the connection string and the name of the event hub and make sure they match exactly. More information: Work with events from Social Engagement in Azure Event Hubs
Identify missed posts
Event hubs are built to handle high volumes of events in real time. Although you can’t manually send posts to an event hub from Social Engagement, you can quickly find how many posts were missed.
Open the automation rule with the Stream to Event Hubs actions and click View in Analytics to see the posts that match your defined filters.
Set a custom time frame for the time period you want to review for missed posts. This shows the number of posts that should show as individual events in the event hub.
Compare the number of posts resulting in step 2 with the actual results showing in the event hub.
Create, edit, or delete an automation rule
Automation rules are visible to all users of Social Engagement, but only users with Manager or Administrator roles can manage them. More information: Understand user roles
To link posts to Customer Engagement apps using automation rules, make sure the Customer Engagement instance you select is upgraded to at least Update 2016. Automation rules aren't supported for Dynamics 365 for Customer Engagement (on-premises) apps. To link a post manually to Dynamics 365 for Customer Engagement (on-premises) apps, see Connect Dynamics 365 for Customer Engagement and Social Engagement.
Create an automation rule
Go to Settings > Automation Rules.
In the Automation Rules pane, click Add new rule .
In the Create Rule pane, provide a Name for your new rule.
In the Status drop-down list, select if the new rule should be Active or Inactive.
In the Filters section, click Change to define the data set that newly-found posts need to match to trigger the rule's actions. More information: Use filters to see relevant data
To get an idea of the volume of posts your actions may be executed on, you’ll see the number of posts that matched your selected filters in your default time frame.
In the Actions section, click Add to add an action to the rule.
Set the values for Link to Dynamics 365 to link the matching posts to a Customer Engagement instance with the defined entity parameter. Make sure that you set up both the rule framework in Customer Engagement and the connection to Customer Engagement in Social Engagement. More information: Link posts from Social Engagement to Dynamics 365 for Customer Engagement apps, CRM Help & Training: Set up rules to automatically create or update records in CRM
Set the values for Stream to Event Hubs to create JSON events from matching posts in the selected event hub. More information: Stream data from Social Engagement to Microsoft Azure Event Hubs, JSON reference for events from Social Engagement
Set the values for Assign to to assign matching posts to the specified user or group. More information: Work with posts
Set the values for Set label to automatically label incoming social posts that match your data set.
Set the Active switch to ON to activate your automation rule.
Click Save to apply your configuration.
Automation rules start processing posts that match the defined filters as soon as the rule is activated and saved. However, the rule won’t process any posts that were found before the automation rule was created, or while it was inactive. If you deactivate an existing automation rule, it will restart to process the newly-found posts after you reactivate the rule. If your administrator sets Send failure notifications to on, all administrators will receive an email if an action failed, so you can quickly take action.
Edit an automation rule
Go to Settings > Automation Rules.
In the Automation Rules pane, click the rule you want to edit.
In the Edit Rule pane, update the values.
Click Save to apply your configuration.
Delete an automation rule
Go to Settings > Automation Rules.
In the Automation Rules pane, click the rule you want to delete.
Click Delete rule .
Confirm your deletion.
Quickly create an automation rule while working in Social Engagement
When working with data sets in Social Engagement, you may want a data set to persist, to quickly create an automation rule based on it. You quickly create automation rules when working with your data in Analytics, or from a stream in Social Center. Click More options with current filters to create an automation rule from your current data set. More information: Explore more options with your data set
How Social Engagement handles conflicting automation rules
A newly-found post can match the filters of more than one automation rule. If there's more than one matching rule, Social Engagement will execute the actions from the rule that was added most recently.
If a post matches the filters for multiple automation rules, only the last created (the newest) automation rule will process the post.
You can create up to 1 link per second in the same Customer Engagement instance. If more than 1 post per second matches your active automation rules, Social Engagement will continue trying to create the link every minute, for a maximum of 10 minutes. If the queue is still blocked after 10 re-tries, the post gets dropped eventually.
Administer Microsoft Social Engagement
Stream data from Social Engagement to Microsoft Azure Event Hubs
Link posts from Social Engagement to Dynamics 365 for Customer Engagement apps
Explore more options with your data set
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