In recent year Social Engagement tool in Microsoft Dynamics family has made intensive progress and added value for CRM application, Specially for services solutions.
Here are the some interesting consolidated updates introduced in year 2018 till now (May 2018)
Improved accessibility across all interfaces
With this update, Social Engagement is more accessible for all users. These changes include support for keyboard navigation, screen reader support, and overall improvements to the user experience.
Administrators now enabled to remove alert recipients
With an administrator configuration role in Social Engagement, you can now remove recipients from alerts that were configured by other users. You can search for a specific email address and then remove the recipient from all alerts that send email to that address. Additionally, you can export a list of alerts this recipient receives.
Changes for author information from Facebook pages
Starting February 6, 2018, Facebook updates its API to pull data for Facebook pages. From that date, author information for Facebook posts will only be available for pages that have been added as a social profile to your Social Engagement solution. The content of posts and comments, as well as enrichments such as sentiment, will continue to be available for posts and comments without author information. We recommend you add page access tokens for every Facebook page before this change on February 6.
Let us know what you think about Social Engagement
With this update, we introduce a feedback dialog which is presented to a sample of users when they sign in to Social Engagement. We encourage everyone to provide feedback that will help us shape the service and align our priorities for future updates.
Service and product improvements
In addition to the new features, Update 1.2 addresses the following issues:
- Fixed an issue to enable replies containing special characters on LinkedIn from within Social Engagement.
- Improved the search setup for keyword search rules to explain how to enter keywords, inclusions, and exclusions. Additionally, we list the limitations for keywords, inclusions, and exclusions per search rule.
- Improved the Message Center to explain more clearly that post alerts are sent every few hours, and not immediately after a specific post matches the configured alert.
Exclude option for author tags filter
The author tags filter now lets you exclude specific author tags from your data set.
Usability improvements extended tweet length
Twitter extended its support for longer messages in November. For most languages, the same limits were in place. This update adds support for Korean, Thai, and Simplified Chinese language.
Introducing compliance stream for Twitter, Tumblr, and WordPress
Social Engagement now supports retroactive deletion of posts that were acquired and deleted on the source afterwards. Posts from Twitter, Tumblr, and WordPress are now removed from Social Engagement when the author removes them from the source.
Refreshed visuals for Social Insights in Dynamics 365 Customer Engagement
The integration of Social Insights in Dynamics 365 forms and dashboards now comes with new and updated visuals. The existing charts and visuals now reflect the latest user interface of Social Engagement and inherit several settings from Social Engagement. Due to this change, we have deprecated some widgets such as Analytics Summary. You can reconfigure to remove or replace such widgets.
See which Facebook page a post is coming from and reply consistently
The post list in Social Engagement now shows on which Facebook page each post and comment was posted. Engaging on your Facebook page is now easier because the social profile matching this page will already be selected when you write a reply.
Instagram account rules are no longer possible
Due to changes on the Instagram API, we are experiencing a downgrade on data acquisition for Instagram in Social Engagement. We are currently receiving lower volumes of Instagram posts for hashtag search rules, and no comments to Instagram posts at all. Additionally, we are not receiving posts or comments for Instagram account search rules. At this time, the search rules only return partial author information.
Existing search rules for Instagram accounts don’t return results anymore. Keyword search rules with Instagram hashtags continue to work as expected.
Attachments in private messages now show in the post list
Social Engagement now shows attached images and videos in private messages on Facebook and direct messages on Twitter directly in the post list. To see the attachments, open the post details of a direct message that contains attachments.
In addition to the new features, Update 1.5 addresses the following issues:
- Fixed an issue to ensure that private messages in any language are acquired by Social Engagement. Additionally, we fixed an issue where private messages in Indonesian language were discarded due to wrong language mapping.
- Fixed an issue where the Link to Dynamics 365 filter didn’t have a tooltip, making it impossible in some languages to understand if a post from Social Engagement is or isn’t linked to Dynamics 365.
- Fixed an issue that prevented adding lots of Facebook pages as social profiles.
Source of information – Dynamics 365 Customer Engagement Team Blog