#SocialStudioTips0 人がディスカッション中

Dear fellow trailblazers,

I have an issue that puzzles me quite a lot these days!

I have this query as follows:

Select Id, Name, Persona.Name, ParentId, ReplyTo.ParentId, Parent.Name, ReplyTo.Parent.ContactId From SocialPost Where Name like 'Inbox Message from: Dale Test to%'

But I keep getting this error?

INVALID_FIELD: 
ReplyTo.ParentId, Parent.Name, ReplyTo.Parent.ContactId From SocialPost
                               ^
ERROR at Row:1:Column:73
No such column 'ContactId' on entity 'Name'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.

In this case:

1. ReplyTo is a lookup to the records hierarchical parent (i.e. SocialPost)

2. Parent is of type Lookup(Question,Reply,Case) but in this case I want to reference the related Case

And as you can see I was just trying to grab the Contact Id of that Case record of the ReplyTo social post. Since they're all standard objects, so no need for '__r' suffix

I remember we can go up 5 levels in this type of queries but not sure why it fails. Although Salesforce Inspector can see all the fields in its suggestions.

Would be very appreciated if anyone can shed some light!

Thank you for your time on my question!

Cheers

Dale

#Social Studio #SocialStudioTips #Social Customer Service #Service Cloud #SOQL Queries

Hi everyone! When I try to access social studio by logging into Marketing Cloud and then clicking on social studio, I get an error message almost every time. All I have to do to resolve it is refresh the page, but my end users are alarmed each time they get this error message. Has anyone else experienced this? Thank you! #Social Studio #SocialStudioTips

💡 🔍 👏 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 

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

Welcome to the first in a series of FAQs and tips from the social side of the Marketing Cloud. Kicking off the series is handy guide to implementing Social Studio. For those of you who are looking for a different format to the online help - this offers a complete PDF to download.

This public guide brings together all the latest documentation on Social Studio and covers everything from: 

• social networks supported 
• a guide to the mobile app
• the latest on SSO 
• Google My Business Accounts
• ... and promoting Facebook posts with an Ad Account.

https://resources.docs.salesforce.com/222/latest/en-us/sfdc/pdf/mc_ss_implementation_guide.pdf

The full list of implementation guides for MC is available here:

https://help.salesforce.com/articleView?id=mc_implementation_guides.htm&type=5

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

Social Studio Implementation Guide