Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online
Use Microsoft Dynamics 365 social care generic framework to route the social data that you obtain from various social channels into your Dynamics 365 system. Social care framework provides the general interface, data model, and necessary APIs for integrating social listening applications like Facebook and Twitter with Microsoft Dynamics 365 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 Microsoft Dynamics 365 and can associate a social post with an existing Dynamics 365 record.
Social care framework offers following capabilities:
Social Activity to track Social posts in Dynamics 365
Social Profile to track a contact’s presence in social media
Rule driven manual and automated Case creation and attribute values in Dynamics 365. More information: Help & Training: 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 Microsoft Dynamics 365, 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 Microsoft Dynamics 365 queue, which is set up to automatically create cases from social posts. More information: Help & Training: 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 Dynamics 365 record, attributes corresponding to the Dynamics 365 record), and target the update on the Dynamics 365 record and its attributes using the Dynamics 365 Create, Retrieve, Update, and Delete operations on an entity API method delivered through the OData endpoint of Microsoft Dynamics 365.
Microsoft Dynamics 365 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 messages and methods and SocialProfile entity messages and methods, 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 Dynamics 365 APIs to get visibility into Microsoft Dynamics 365. More information: Sample Application Using Microsoft Dynamics CRM Social Care Framework.
In This Section
Microsoft Dynamics 365
© 2016 Microsoft. All rights reserved. Copyright