Marketing Cloud Social Salesforce, Winter ’22 @salesforcedocs Last updated: September 15, 2021 © Copyright 2000–2021 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners. CONTENTS MARKETING CLOUD SOCIAL . 1 Marketing Cloud Command Center . 1 Social Studio Automate . 60 Social Studio Mobile . 107 Social Studio . 180 INDEX . 537 MARKETING CLOUD SOCIAL Create, manage, and monitor engagement with your social media content and advertising presence. Marketing Cloud Command Center To showcase a brand's social presence, use the Marketing Cloud Command Center application. Command Center gives you live details about what is happening on social media. Use Command Center on large displays to monitor and display high-level social performance information. Social Studio Automate Social Studio Automate augments your existing social platform functionality with the power of automation. It’s a rules-based and web-based software engine designed to process and sort social media content. With custom conditions and selectable actions, you can process, augment, sort, and direct incoming social media content for follow-up. You can manage content for individuals and teams across locations, brands or departments, all in a common interface with full planning and scheduling capabilities. Social Studio Mobile To get closer to your customers on iOS devices and Android phones, use Marketing Cloud Social Studio Mobile. Use the same Social Studio functionality from anywhere as if you were sitting on your desk. Download the app for free from the iOS App Store or Google Play. Social Studio Social Studio is a one-stop solution to manage, schedule, create, and monitor posts. You can organize posts by brand, region, or multiple teams and individuals in a unified interface. Social Studio offers powerful real-time publishing and engagement. Marketing Cloud Command Center To showcase a brand's social presence, use the Marketing Cloud Command Center application. Command Center gives you live details about what is happening on social media. Use Command Center on large displays to monitor and display high-level social performance information. Note: Learn about the Work.com Command Center and Salesforce's response to COVID-19. Continue reading for information about the Marketing Cloud Command Center in Social Studio. Command Center acts as the social media hub for summarized information from a brand's Facebook or Twitter accounts. Access the app from its own URL or use an iPad that meets requirements. Command Center provides a central location so you can monitor and respond to social media posts quickly. You can route responses to the appropriate department. And, you can immediately respond and forward posts that contain product feedback, support issues or questions, or product suggestions to the right department in real time. To ensure that you get the latest Social Studio features, sign up on our Marketing Cloud Salesforce Help for Marketing Cloud Release Communications. Specify Marketing Cloud under Interests. Follow the steps at Marketing Release Communications. Use Cases Command Center can be used in various ways across organizations, for different purposes and industries. 1 Marketing Cloud Social Use Cases Get Started with Command Center The Get Started with Command Center documentation page details how to get started with Marketing Cloud Command Center including prerequisites. Navigation In Command Center, you can configure different options and view and create specific displays. These displays show customized data for social account and top profiles post activity. Command Center FAQs Get the answers to frequently asked questions about Marketing Cloud Command Center Glossary View the Command Center glossary. SEE ALSO: Use Cases Get Started with Command Center Use Command Center on an iPad Use Cases Command Center can be used in various ways across organizations, for different purposes and industries. Command Center can be used: • Across organizations • For Different common purposes • For industries Organization-wide Use Cases Command Center can be used across the organization in these ways: • Display the social health of your brands daily • Connect the entire organization to the consumer by putting the consumer on everyone's desk and in everyone's hands • Inform advertising and content strategy and development • Discover situations as they unfold and respond quickly • Empower teams with a platform to monitor and handle crisis management • Stream live information to customers at events, online, and via mobile • Show employees, partners, and vendors innovations at headquarters • Share metrics faster and in real time • Organize around several key consumer-focused metrics that appear globally • Run your social media program from anywhere in the world 2 Marketing Cloud Social Use Cases Common Purposes Common Use Feature Business Insights • Identify real-time trends • Track Social KPI and any Advocates and Detractors • Ability to go from a broad global view down to a focused post level view Actionable Insights • Supplement Service and Support activities • Act as a nerve center with output becoming the input to operational processes • Interfacing with Salesforce Customer Service Event and Campaign • Promote attendee social participation and feedback • Measure campaign effectiveness • Adjust or amplify content in real time based on performance and trends Thought Leadership and Social Evangelism • Promote social internally • Promote internal social evangelism • To differentiate from other companies with customers Industries Using Command Center • Education and Non-Profit • Financial Services • Media & Entertainment • Retail • Services • Healthcare • Technology • Travel • CPG SEE ALSO: Configure Command Center Customize Displays in Command Center Navigation 3 Marketing Cloud Social Get Started with Command Center Get Started with Command Center The Get Started with Command Center documentation page details how to get started with Marketing Cloud Command Center including prerequisites. Command Center Prerequisites To use Marketing Cloud Command Center, review these software and hardware prerequisites. Access Command Center Access Marketing Cloud Command Center using a customized URL in a web browser. You can also access Command Center on an iPad by creating and using a home screen shortcut. See screens with view-only with no editing possible. To change or edit screens, change them through a desktop web browser. Considerations for Using Topic Profiles in Command Center You create topic profiles in Social Studio for use in Marketing Cloud Command Center. When configuring topic profiles in Social Studio, optimize their effectiveness by considering post volume and keyword group information considerations. Configure Command Center Configure and customize Command Center to show current social media posts by themes, custom headings and profanity settings to best suits your needs. Enable specific displays a user can add. Customize Displays in Command Center To set the time frame and select to show posts from social accounts and topic profiles, customize the screens in Marketing Cloud Command Center. Add multiple displays showing different options and accounts. Use Command Center on an iPad Command Center can be used on a 9.7 inch iPad, but not the iPad Pro. SEE ALSO: Access Command Center Considerations for Using Topic Profiles in Command Center Configure Command Center Command Center Prerequisites To use Marketing Cloud Command Center, review these software and hardware prerequisites. Software • iPad support – Support for Safari browser only. – Supports only 1024x768 on 9.7 iPad only (not iPad pro or iPad Mini). Note: To get the maximum screen size for Command Center, 1. Add a shortcut to the home screen. 2. To show full screen without safari menu bar, click Command Center. • Browser Compatibility: Since Marketing Cloud Command Center is web-based and independent of operating platform, it is compatible with the following browsers: 4 Marketing Cloud Social Get Started with Command Center – Chrome (current version*) – Safari – Firefox (current version*) – Internet Explorer (v11, v10, and v9*) Note: Support for IE9 and older versions of Chrome and Firefox is 'Grade B: functional, untested.' See Graded Browser Support for more information. • A valid login and password to Command Center. Contact your account executive or email [email protected] with any account issues. • A valid Marketing Cloud account and password if accessing Command Center within Marketing Cloud. Recommended Hardware Review these recommendations for Expo or War Room Command Centers • 1.8 GHz or faster processor • 4–8 GB of available RAM • 1 GB of hard-disk space • Broadband Internet Hardwired Connection (wireless not recommended) • Minimum 42-inch Screen • 1920x1080 display with 32-bit video card • Appropriate and compatible cable for HD video connection (VGA not recommended) Access Command Center Access Marketing Cloud Command Center using a customized URL in a web browser. You can also access Command Center on an iPad by creating and using a home screen shortcut. See screens with view-only with no editing possible. To change or edit screens, change them through a desktop web browser. Access Command Center with a URL You can access Marketing Cloud Command Center from a customized URL using a desktop web browser. Also, you can access Command