Microsoft Social Engagement provides a platform for capturing public posts from social media. Based on the social activity in Microsoft Dynamics 365 (online) and Dynamics 365 (on-premises) with Internet-facing deployment (IFD) enabled, the social post gets linked to a Dynamics 365 record in Social Engagement that is defined by the rules in Dynamics 365. As an admin, you can connect one or more Dynamics 365 instances with Social Engagement, and then define or customize the data structure of the linked Dynamics 365 record and display it within record details that are associated with a Social Engagement post. When you send a post from Social Engagement to a Dynamics 365 instance, a social activity is created in Dynamics 365. The rule framework in Dynamics 365 can automatically turn these social activities into other types of Dynamics 365 records, for example into a lead, an opportunity, or a case. More information: Set up rules to automatically create or update records in CRM
Steps for linking posts from Social Engagement to Dynamics 365
Learn how you can set up the feature to link social posts to a Dynamics 365 instance in your organization as social activities. As a Microsoft Social Engagement Administrator, you need to connect Social Engagement with Dynamics 365. More information: Set up the connection between Dynamics 365 and Social Engagement
Next, you can define the attributes for the Dynamics 365 entities that you want to display in Social Engagement. More information: Create a new Dynamics 365 record from a social post
In Dynamics 365, as a system administrator or customizer, you can configure Dynamics 365 to handle newly-created social activities using the record creation and update rules feature in Dynamics 365. More information: CRM Help & Training: Set up rules to automatically create or update records in CRM
When everything is set up, your users can start to send social posts from Social Engagement to Dynamics 365 to create or update Dynamics 365 records. More information: Create a new Dynamics 365 record from a social post
Optionally, configure automation rules in Social Engagement to create new Dynamics 365 records for posts that match a given set of filters. More information: Route posts using automation rules
Understand how to delete or disable a connection between Dynamics 365 and Social Engagement and how this may affect existing linkages or linking social posts to a Dynamics 365 instance. More information: Manage the connection between Dynamics 365 and Social Engagement
By enabling Microsoft Social Engagement to connect to Microsoft Dynamics 365, you will allow data to be sent to Dynamics 365 using an individual action on a post or automation rules.
Dynamics 365 stores the data from Microsoft Social Engagement as a SocialActivity and a SocialProfile entity, and subsequently may convert the SocialActivity into a different record type based on predefined rules. Any Dynamics 365 user with the required permission to access Dynamics 365 records will be able to access and/or process this data.
Note that the data sent from Microsoft Social Engagement includes both Social Content and customer data. Specifically, the data includes Social Content information about the social post (author and text) as well as customer data in the form of enriched information, such as sentiment and tags. For complete information about the content of the data sent to Dynamics 365, please see the payload properties topic.