The speed at which we do business, and the number of channels we're using to do it, are both rapidly increasing. Employees and customers have a wide array of choices when it comes to communicating, and social media channels are key components of the customer journey as customers connect with your brand, your employees, and each other.
Social media is no longer relegated to a select few in the marketing department. Empower a broader set of employees and connect with customers by using Social Engagement, part of Dynamics 365. Social Engagement puts social media at the fingertips of your sales teams, customer service agents, and everyone across the organization. Service agents can meet customers on the channel of their choice—on social media or through more traditional service channels—to solve problems effectively. Sales teams can gather intelligence, source new leads, and build credibility through social selling. Marketers can measure and manage brand reputation. Employees in any role can leverage social insights to better understand the voice of the customer. You can harness the power of social media to go beyond likes or shares to create real, measurable business results.
See how some of our customers are using Social Engagement to address their use cases.
UK banking disrupted: Metro Bank reinvents customer service with Microsoft—transforming customer service and social insights.
The RIGI Bahn moves closer to its guests with the help of Social Engagement—social engagement and marketing.
Bremont accelerates customer service with Social Engagement—customer service and engagement.
5 tips to help your business weather changes in the financial services industry—digital transformation and customer engagement.
The Liebherr Group harnesses social media to stay ahead with Microsoft Dynamics CRM and Social Engagement—brand reputation and social sentiment.
Marston's delivers personalized service in real time with Dynamics 365—merging social data with customer data for personalized experiences and marketing.
Social Engagement is included with all Dynamics 365 Enterprise edition Plans and Plan 1 Application (Sales, Customer Service, Field Service, and Project Service Automation) subscriptions. So, everyone across the organization can benefit from its capabilities. For more information about pricing and licensing for Dynamics 365, please visit Dynamics 365 pricing.
Setting up Social Engagement doesn't take long. The following topics will help you get started quickly.
Get started with Social Engagement—Find important information to help you get around in Social Engagement.
Administer Social Engagement—If you're an administrator, review this information to get your users set up quickly with the appropriate permissions. Learn how you can integrate Social Engagement with other services, like Dynamics 365.
Set up searches to listen to social media conversations—Capturing the right data for your business is a crucial step for successfully analyzing social media data. Set up searches and refine the quality of the results they give you, organize searches to meet your needs, and maintain an optimal post quota.
Analyze social data by using widgets—Visualize data in different areas to analyze your search results. See which filters are available to form a data set and how you can apply them to various widgets.
Engage on social networks—Interact with other users on social media and keep the conversations flowing. Create streams to follow the conversations that matter most to you, and reply to posts directly from within Social Engagement. Find out how you can connect a social profile with Social Engagement and share it with other users of the solution.
Stay up to date with alerts—Stay on top of what's happening on the social web. Set up alerts to be sent directly to your inbox, and find out right away when something important happens.
The business scenarios that Social Engagement helps address lead to many different implementation scenarios. We've compiled overviews for three of the core business scenarios: sales, marketing, and service.
We frequently release updates to introduce new capabilities, improve existing features, and fix various issues.
Have a look at what's new in Social Engagement to learn about the latest changes.
Read the latest Social Engagement readme for any late-breaking changes to this release.
Download the Social Engagement translation guide for a list of languages Social Engagement is translated into, which languages you can search on, and which languages support sentiment analysis.
Videos and e-books
Check out the videos and e-books page for the full collection of published content.
Subscribe to the Dynamics 365 YouTube channel and be the first to know when a new video is published.
Have a look at these additional assets that are waiting for you.
Jesper Osgaard's Microsoft Lystaveln covers many Microsoft products and services. Be sure to bookmark his blog.