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Visualize Your Social Presence

Learning Objectives

After completing this unit, you’ll be able to:

  • Navigate the Command Center application.
  • Describe the social media visualization options available.
  • Configure your social screens using best practices.

Kyra is ready to add content so she logs into their account via the URL: https://commandcenter.radian6.com.

Screenshot of Command Center Home with a call-out for Manage Screens and Settings

On the home page, Kyra notices a variety of tiles representing screen options (1). Salesforce Command Center organizes screen options by color based on product or channel. 

Color
Product/Channel
Blue
Social Studio
Dark Blue
Sales Cloud
Orange
Marketing Cloud
Purple
Service Cloud
Teal
Web-based and Other Screen Options

Manage Screens options (2) on the home page allow you to enable and remotely manage the screens used in Command Center, despite various locations. With the Settings options (3), you can add custom headings, block profanity, or create a branded theme for your displays. Additionally, each tile has a grey settings cog (4) where you can configure a selected screen.

Note

Note

See a grey tile? This can mean you don’t have a channel provisioned in your account. Follow-up with support or contact your account executive for more information.

Social Media Visualizations

Salesforce Command Center lets you visualize the social listening you have established in Social Studio. Here is an overview of all the social screens that can be enabled and when to use. 

Screen
When to Use
Conference

The Conference screen is a great option for a one-time event, a large meeting, or you guessed it, a conference. While the event unfolds, you can quickly see who is engaging with your event, their demographics, and how they are enjoying it. You can even respond to Tweets right from the Conference screen.

Feed Wall

See what your customers are saying about you in real-time by viewing your customer’s conversations quickly using the Feed Wall screen. This screen displays posts within a specified time frame from a topic profile or from one of your social media accounts. Respond immediately to Tweets that are positive or negative by tapping on that Tweet.

Key Social Indicators

The Key Social Indicators screen provides quick insight into key metrics like volume, sentiment, trends, and share of voice. This allows teams to get on the same page quickly by seeing multiple data points directly within a Command Center.

Social Universe

The Social Universe screen makes it easy to view post volume, share of voice, and sentiment using the model of planets circling a sun. Topic profiles are suns, and the keywords are the orbiting planets. New posts display as meteors striking the planet or related keyword. Once clicked, you can learn more about each keyword, along with relevant Tweets.

Top Images

The Top Images screen is a great way to see and display the most shared images and videos from your various social media accounts.

What People Are Saying

Easily identify the voice of your customer through the What People Are Saying screen. See how your brand’s top Twitter influencers (up to 50) are talking about your brand, products, or events. Click an influencer’s avatar and see their latest Tweets and Twitter profile info.

Where in the World
Where in the World shows you exactly where your message is resonating based on the location/origin of that Tweet. This allows your team to spot trends in real time by geography and to filter by country-specific conversations.
Word Cloud
The word cloud screen shows—wait for it—words! This helps teams understand brand or event trends at a glance as relevant keywords are shown on-screen based on volume, with more popular words appearing larger. Teams can drill down by clicking the words that interest them and seeing mentions and most recent posts.

Configuration

Kyra decides to configure the Feed Wall and the Key Social Indicator screens for her company’s Command Center. Let’s follow along as she sets these up.

Feed Wall 

Since Kyra travels frequently, she wants to provide her team a way to keep track on what is trending and to immediately respond to customers using the Command Center’s Feed Wall. Her colleague, Anthony, can directly respond to a comment from a customer like luvelziboo, right from a touchscreen in Atlanta. 

Feed Wall Example

Once Kyra selects the Feed Wall and clicks edit, she follows these steps.

  1. Select Edit Data Sources and then select a topic profile or a social account. Feed Wall: Cursor selecting Edit Data Sources
  2. Click Add Filters, to limit posts based on a post, author, keywords, or sentiment. Feed Wall Filter options screenshot
  3. Next, click Edit Media Types to choose between Twitter, Facebook, LinkedIn, and Instagram.
  4. Select the Time range from 1 hour to up to 7 days.
  5. Next, decide on a Column Size (Small-Medium-Large) and Column Count (1–5).
  6. Select/Deselect Start Filled checkbox to show existing posts or not.
  7. Select the checkbox if you want to Display posts that are Retweets and then click Apply Changes.
Note

Note

You can only select one social account per media type but can select multiple media types by topic profile.

Column size will depend on how big your display hardware is. Three columns at medium size is recommended for laptops.

Key Social Indicators 

Satisfied with the Feed Wall, Kyra moves on to set up a Key Social Indicator screen. She follows these configuration steps to sneak a peek at how Gallagher’s competitors are trending.

  1. Name the screen and then click Edit Data Sources to select up to 12 topic profiles. Key Social Indicators Edit Screen
  2. Chose a Time range from 20 seconds up to 7 days.
  3. Select/Deselect the box to Display Neutral Sentiment onscreen or not.
  4. Next select a Screen Layout of either Full (1 topic profile), Split (2) or Quadrant (4).
  5. Click Apply Changes when completed.

Once configured, Kyra reviews the completed screen to make sure she understands the components. 

Key Social Indicators with callouts

Volume (1) represents the number of posts for the selected topic profile within the specified time frame. The Sentiment (2) pie graph shows positive, negative, or neutral sentiment or how they feel about your brand. The Share of Voice (3) pie graph shows the percentage breakdown of either the keyword groups or the group types (competitors vs. brand). Finally, the Post Volume (4) graph, displays the trend in post volume over the selected time frame. 

Gallagher’s social media team made sure they had brands and competitor keywords within their topic profiles, so they are satisfied with how everything displays.

Note

Note

There must be at least one keyword group labeled as brands in order for the share of voice to display.

If there are no keyword groups labeled as competitors, the share of voice will display as 100% brands.

Additional Screen Tips & Tricks

Here are a few tips and tricks that can help you configure the additional social screens available.

Screen Tip
Social Universe
  • Selecting only two top profiles vs. three may look better onscreen when there are multiple keyword groups.
  • The “other” planet displays when the topic profile exceeds the max number of keyword groups, three.
Top Images

  • See something inappropriate? You can hide an image by clicking Hide this image when you hover over the image or when you click the image to view the post.
  • Create separate screens to show images and video from a topic profile and another to show posts from social accounts together or individually by type.
What People are Saying
  • Positive or negative posts will display a smile (green) or frown (red) emoticon.
  • Display accurate sentiment by configuring the sentiment tuning model in Social Studio first.
Where in the World
  • Allow 30 minutes, once launched, to load all of the data for longer time periods.
  • Zones are by country except for Canada and the United States (US). If the region cannot be determined for a Tweet, it will default to US.
  • White beacons appear on the heat map representing live conversation for a specific region every 3 minutes.
Word Cloud
  • Be sure you use a topic profile that has a high volume and includes relevant keywords that paint a picture for your brand.

Kyra is satisfied with the social screens they have added and is ready to add her remaining screens. We cover the remaining options available to her in the next unit.  

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