💡 🔍 👏 Social Studio FAQs & Tips: 💡 🔍 👏

This week's post is a very specific, very practical post on the subject of Social Studio Automate - our own rules and automation engine. 

For those of you involved in the front-line of responding to social posts from your customers, Twitter is likely a big part of your day-to-day. 

Looking at our very own Salesforce help handle, '@AskSalesforce' we can see that'; in the past 30 days approximately 67% in-bound posts were ReTweets, 5% were QuoteTweets and 28% were '@mentions'. Adding together the RTs and QTs means around 72% of posts mentioning the AskSalesforce handle can be considered 'non-actionable'. At least for customer service and engagement purposes. Personally although I love to get my content RT-ed, if I'm replying then my life is way easier if I get a filtered view!

So - the million follower question, how to automate this filtering to our advantage, so we can quickly get to the people who've asked a question, so we can help them?

Enter stage left, Social Studio Automate. This powerful rules and automation engine allows us to take action depending on conditions.

If we set-up a Data Source (Which sets the scope of what I'm going to run a rule against), to run against an owned social handle - our increasingly referenced '@AskSalesforce' for example - I can take action.

Well, if we first setup a condition or three, we can decide what Tweets sent to '@AskSalesforce' meet the criteria to take action. These actions can be as simple as saying 'This post is NOT a ReTweet', AND 'This post is NOT a Quote Tweet.' For good measure, we can exclude our own brand handle from the rule as well.

All very well and good - but what comes next? Glad you asked! We can take one of several actions in the Automate Rule. (See my comment to this post for an example screenshot) 

For those of you integrating into Service Cloud for Social Customer Service, we can send posts which are not RTs, or QTs, to Salesforce as a Case.

For those working on engagement in Social Studio, at least two options are available; add a Post Label (For example 'Actionable Tweet'), or Set Status (For example, New Content, Not Reviewed).

So, what's next? (Not quite in the sense of the West Wing's Jed Bartlet!) Well, we can then - if working in Social Studio - take either an altered Status, or applied Post Label - and filter an Engagement column by either. Then... et voila, and you have a filtered view of in-bound (Actionable) Tweets, which has removed the need to scroll past RTs/QTs!

In my experience of social engagement, the potential savings through filtering range from 40-60%. A factor which influences this is how 'support' focused your Twitter handle is - if it blends support AND marketing - you'll likely get RTs/QTs.

Time saved for you, and happier customers - as you can reply faster without needing to manually filter out QTs/RTs!

Follow this hashtag for follow-up posts on practical resources for Social Studio: #SocialStudioTips