Link posts from Social Engagement to Dynamics 365 for Customer Engagement apps

Microsoft Social Engagement provides a platform for capturing public posts from social media. You link posts in Social Engagement to a Customer Engagement instance and turn them into new records.

When you link a post from Social Engagement to a Customer Engagement instance, a Social Activity record is created. Customer Engagement apps can turn these social activities into other types of records, for example into a lead, an opportunity, or a case.

Steps for linking posts

  1. First, set up the feature to link social posts to a Customer Engagement instance as social activities. As a Social Engagement Administrator, you need to connect the instance to Social Engagement.

  2. Next, you can define the attributes for the Customer Engagement entities that you want to display in Social Engagement.

  3. As a system administrator or customizer in Dynamics 365 for Customer Engagement, you can configure rules to handle newly created social activities by using the Automatic Record Creation and Update Rules feature in your Customer Engagement settings.

  4. When everything is set up, your users can start to link social posts to create or update Customer Engagement records.
    More information: Create a new Dynamics 365 for Customer Engagement record from a social post

  5. Optionally, you can configure automation rules in Social Engagement to create new Customer Engagement records for posts that match a specified data set.

  6. Understand how to delete or disable a connection and how this might affect existing linkages or linking newly acquired social posts.

Privacy notice

By enabling Microsoft Social Engagement to connect to Dynamics 365 for Customer Engagement, you will allow data to be sent to Customer Engagement apps using an individual action on a post or automation rules.

Customer Engagement apps store 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 Customer Engagement user with the required permission to access Customer Engagement 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 Customer Engagement apps, please see the payload properties topic.

See also

Administer Microsoft Social Engagement
Set up the connection between Dynamics 365 for Customer Engagement and Social Engagement
Create a new Dynamics 365 for Customer Engagement record from a social post