Salesforce For Twitter and Facebook - Setup Guide v4.6

Salesforce for Twitter and Facebook Setup Guide
Force.com Labs AppExchange Package: Version 4.6
Updated: June 2012
Table of Contents
Overview ...................................................................................................................................... 2 New Features: Salesforce for Twitter and Facebook, Version 4.6 ............................................ 2 Salesforce for Twitter and Facebook, Version 4 Features Added .......................................... 2 Salesforce for Twitter and Facebook, Version 3 Features Added .......................................... 3 Installing the Salesforce for Twitter and Facebook AppExchange Package ........................ 4 The Setup Page ........................................................................................................................... 6 Authorizing a Bit.ly account ....................................................................................................... 6 Adding a Knowledge Base URL ................................................................................................ 6 Setting up Twitter Accounts, Facebook Fan Pages, and Twitter Searches .......................... 6 Authorizing Your Facebook Fan Page(s) .................................................................................. 6 Authorizing your Twitter Account(s) ........................................................................................ 11 Twitter Searches ....................................................................................................................... 13 Creating Twitter Searches ....................................................................................................... 13 Running Twitter and Facebook Fan Page Searches ............................................................... 16 Manual Searches .................................................................................................................... 16 Automating Searches .............................................................................................................. 17 Using an Apex Wrapper Class to Automate Twitter Searches ................................................ 18 The Salesforce for Twitter and Facebook Homepage ........................................................... 20 The Social Agent Page ............................................................................................................. 22 Auto-Associate Twitter Contacts or Leads to a Campaign ................................................... 23 Finding a Contacts Twitter Username ................................................................................... 24 Get Author Info .......................................................................................................................... 25 Updating a Twitter Conversation using Get Author Info .......................................................... 25 Updating a Twitter Contact or Lead using Get Author Info ...................................................... 25 Adding Conversations to your Case Layout .......................................................................... 26 Setting up Knowledge Integration ........................................................................................... 27 Automatic Agent Signatures .................................................................................................... 31 Enabling Salesforce for Twitter and Facebook for non-Administrator Profiles.................. 35 Twitter Contributors ................................................................................................................. 37 Languages and Translation ..................................................................................................... 39 Translation............................................................................................................................... 39 Supported Character Sets ....................................................................................................... 39 Changes and Updates .............................................................................................................. 40 Deprecated Fields ................................................................................................................... 40 Updated Salesforce API: Now 19.0 ......................................................................................... 40 Further Information ................................................................................................................... 41 About OAuth ............................................................................................................................ 41
Copyright 2011 salesforce.com, inc. All rights reserved.
Salesforce for Twitter and Facebook, V4 Page 1
Overview
Salesforce for Twitter and Facebook allows your company to interact with customers and prospects in the real-time world of social media. Salesforce for Twitter and Facebook can be used to enhance your customer service and support, generate new leads, and help you better understand your customers and prospects. It can also be used to monitor your company or brands online footprint, including customer and market sentiment, market visibility, and overall impact.
New Features: Salesforce for Twitter and Facebook, Version 4.6

UI upgrades Facebook Fan page authorization changes
Salesforce for Twitter and Facebook, Version 4 Features Added
Facebook Integration o Authorize Facebook Fan pages in your Salesforce org with just two clicks o Automatically and manually scan the Facebook Fan page for new posts and comments o Automatically (and manually) create Cases, Contacts, Leads, and Person Accounts for users posting on your Facebook Fan page o Enhanced functionality, including: Selectively post your own Facebook Fan Page posts to your Chatter feed, using the #ch hashtag Reply to Facebook Fan Page posts with one click using prewritten, customizable messages. Reply to Facebook Fan Page posts with automatically shortened URLS to Salesforce Knowledge Articles or other websites Setup Page Centralized setup page: enter a bit.ly username and API key once Agent Homepage Salesforce for Twitter and Facebook has two tabs: Salesforce Social, and Social Agent, which has the same functionality, but lacks links to admin activities like the Scheduled Searches page, the Setup page, and so on.
Salesforce for Twitter and Facebook, Version 3 Features Added

Integration with Salesforce Knowledge: Attach Articles to Cases, and reply to tweets with links to Articles in your Salesforce Knowledgebase Integration with Salesforce Chatter o Post outgoing Tweets to your Chatter profile with one click o Promote Twitter Conversations on Chatter, and ask your Chatter followers for help and advice Message Templates: o Standardize your customer responses: Reply to Tweets with one click using prewritten, customizable messages. Twitter Monitor: Selectively repost your own tweets to your Salesforce Chatter feed, using the #ch hashtag Person Accounts Enabled: o Install Salesforce for Twitter and Facebook in any application with Person Accounts enabled o Automatically create Person Accounts when you bring Twitter Conversations into your org o Perform any and all actions available on Contacts and Leads on Person Accounts Bulk Update Contacts, Leads, and Person Accounts using Get Author Info: Select up to 100 Contacts, Leads, or Person Accounts, and update their Twitter information with one click. Install in PE orgs: Salesforce for Twitter and Facebook can now be installed in PE orgs Group ownership of Twitter Accounts: Allow only members of a Salesforce group to post using a specific Twitter Account Agents, Social Media Gurus, Administrators, etc.
Installing the Salesforce for Twitter and Facebook AppExchange Package

In order to leverage the benefits of the Salesforce for Twitter and Facebook application, you must first install it into your salesforce.com instance. To install the Salesforce for Twitter and Facebook AppExchange Package: 1) 2) 3) 4) Visit Salesforce for Twitter and Facebook AppExchange listing and click Get it Now Select your environment type (Production or Sandbox) When prompted, log in with your administrator user account. You will be presented with the list of items in the Salesforce for Twitter and Facebook AppExchange package, including Apps, Objects, and Code. Click Continue.
5) Step 1: Approve Package API Access. You must approve the package to use the API to access certain objects. 6) Step 2: Select Security Level. We recommend selecting Admin Access Only at first until you are ready to roll the functionality out to all appropriate roles. If you select Grant Access to All Users, any user who logs in will be able to see Salesforce for Twitter and Facebook objects and tabs. 7) Step 3: Install Package. You are now ready to do the installation. Click Install.
8) You will see the following message. This means the installation is in progress. You will receive an email notification once it is completed.
9) Deploying the package. Unless you set the package to deployed, only Sysem Administrators will be able to use Salesforce for Twitter and Facebook. To set the package to Deployed, 10) Select the Salesforce for Twitter and Facebook app from the Force.com apps picklist in the upper right hand corner. You should see a new set of tabs including the Twitter Conversations, Twitter Searches, and Twitter Accounts tabs. 11) Enable the Salesforce for Twitter and Facebook application: Navigate to the Salesforce Social tab, and click the Setup link. Click Save. Salesforce for Twitter and Facebook is now installed in your org! To Begin: Get started by authorizing a Facebook Fan Page or Twitter Account, by creating a Twitter Search, and by automating searches in your org. You can further customize the application by adding buttons, links, and images to your layouts and related lists, and by setting permissions.
The Setup Page

To access the Salesforce for Twitter and Facebook Setup page, click on Setup from the Salesforce Social tab. Before using the application, you must navigate to this page, and click the Save button.
Authorizing a Bit.ly account

In version 4, you only need to add a bit.ly name and API key once, instead of for each Twitter Account. To add a Bit.ly account in version 4, simply navigate to the Salesforce Social tab, and click on the Setup link. Then edit, and add your bit.ly username and API key.
Adding a Knowledge Base URL

This field allows you to enter a baseURL for your Knowledge Articles. To learn more about enabling Knowledge in your org, visit the section titled Set up Knowledge Integration
Setting up Twitter Accounts, Facebook Fan Pages, and Twitter Searches

Authorizing Your Facebook Fan Page(s)
Beginning with release 4.6.2, the process for Granting Access in Salesforce for a Facebook Fan Page has changed, including a new user friendly User Interface. With this update Salesforce now only performs authorization for pages using the Admin User for the Fan Page, not the Facebook Page Admin like prior releases. Admin User: Uses a standard Facebook user account with Administrator privileges to maintain the Facebook Page. This is a new required step as of release 4.6.2 release. Page Admin: This is the person whom created the Facebook Fan Page.
Before setting up a Facebook Fan Page in Salesforce.com, you must have both active Facebook User account and Facebook Fan Page. The new process involves a linkage between the two accounts. To create a new Facebook Fan Page go to facebook.com and clicking the Create a Page link. Once you have an active Facebook Fan Page, you can authorize it in Salesforce.com. NOTE: You can only authorize a Facebook Fan Page Administrator in order to authorize any pages that user owns, or administrates. You cannot pull in posts from a Facebook Users fan page. TIP: When setting up the first time, it is recommended to use two separate browsers, as you will be switching back and forth between Page Admin and Admin User.
Setting up your Facebook Fan Page for Oauth

All steps below are required for successfully performing the Grant Facebook Access 1. Identify an existing Facebook user, or create a new Facebook user (user@domain.com) that will be used to associate to the Facebook Page (aka Fan Page). This will be known as the User Admin going forward. 2. Create, or login to a Facebook Page as the Page Admin. 3. Navigate to the desired Facebook Page as the User Admin and Like the page 4. If youre not already logged in, login as this Facebook Page Admin a. Select Manage > Settings b. Select Manage Admins
c. Input the name or email of the User Admin d. At the password prompt, enter the password for the Facebook Page Admin to confirm that the user being associated is authorized to access e. A notification will be sent with the subject <Page Admin email> made you an administrator of the Page <Facebook Fan Page name> 5. In Salesforce, add the User Admin (Step 1) in Social Setup a. Click on the Facebook link
b. Select the New button
c. Enter the name of the User Admin > Save i. NOTE: The name of the user in Salesforce must exactly match the name of the User Admin in Facebook. d. Click into the name just created e. Click the button Grant Facebook Access f. You will be navigated to a Facebook Login screen i. Login with your User Admin credentials g. You will be prompted to Allow access
h. This will forward to a Manage Facebook Pages within Salesforce
i. j.
Check the box next to the page then click the Add button At this point the Facebook integration has been successfully validated, as evidenced by the following: Facebook User Detail & Facebook setup page that shows both the Facebook Page & User validation check.
k. To collect social searches refer to the section, Running Twitter and Facebook Fan Page Searches
Customize
The fields on the Facebook Fan Page allow you to control your interactions with this Facebook Fan
Page in your Salesforce org. You can fill them in now, or save and authorize, and return to customize them later. 1) Unknown Users: Create a new Contact, Lead, or Person Account for each new Post or Comment, if we dont already have one for that Facebook User. 2) Run Case Association Logic: This will create a Case for the original Conversation created by each new Post on Facebook, and associate that Conversation, and any subsequent Conversations associated with Comments (replies to the first Post), to the Case. 3) Add Posts with #ch to Chatter posts by the Facebook Fan Page, containing #ch, will be posted to the Chatter feed of the owner of the Fan Page record in Salesforce.
Other Facebook Considerations

Facebook will occasionally require a Fan Pages OAUTH be reset. When this happens, you will see an error when trying to send messages to or retrieve messages from Facebook. If this happens, you can follow these steps to reset your authorization. - Navigate to the Fan Page in Salesforce, and click Revoke Facebook Access - Navigate to the User Admin in Salesforce, and click Revoke Facebook Access a. Now, authorize the User Admin in Salesforce as above. You will see the page is already selected when youre shown the list of Fan Pages. Click to continue, and you will be reauthorized. Note: To deauthorize a user, simply navigate to the Facebook User, and click Revoke Facebook Access. This will revoke the Users authorization, but will not revoke authorization for any validated fan pages
Authorizing your Twitter Account(s)

Before setting up a Twitter Account in Salesforce.com, you must be sure that you have an active Twitter username. You can create a new Twitter username by going to twitter.com/signup. Once you have an active Twitter username, you can create a Twitter Account in Salesforce.
Setting up a Twitter Account

You can authorize as many Twitter Accounts in Salesforce.com as are necessary. You can only authorize a Twitter Account once per org. 1) Create: Navigate to the Twitter Accounts tab and click the New Button Enter the required fields (see example image): a. Name: provide a logical name for your Twitter login (ex: Cirrus Help)
b. Username: The Twitter username for this login. (if your username is @cirrus_help, enter cirrus_help in the Username field) c. Password: Twitter has deprecated user/password in favor of the more secure OAuth protocol. Salesforce for Twitter and Facebook automatically fills in this field with a deprecated message; Do not enter anything in this field. d. Click Save 2) Customize: The fields on the Twitter Account allow you to control your interactions with this Twitter Account in your Salesforce org. You can fill them in now, or save and authorize, and return to customize them later. a. Enable Auto-Case Creation: Automatically create Cases for @mentions to this Twitter Account, if there isnt already a Case, and if this @mention isnt already associated to another Case. b. Apply Case Association Logic to Tweets: Use threading logic. c. Time to Keep Assoc. After Case Close: After closing a Case, how long should we continue to associate new conversations to this record? Set to 0 (minutes) if none. d. Only Associate Matching Usernames: This will prevent Tweets from being automatically associated to cases that are not originated by the Tweet's Author e. Unknown Twitter Usernames: Create a new Contact/Lead/Person Account if there isnt already one associated with this username. f. Get Max Tweets Incl. Previous Results: When searching for tweets previous results are filtered out from the new results, by turning this option 'On' the search will bring all results up to the maximum allowed by twitter. g. Post Tweets with #ch to Chatter: Tweets by this Account, containing #ch will be automatically posted to the Chatter feed of the Salesforce User set as the Owner of this Account in Salesforce (see the Owner field on the Account record) 3) Authorize: a. Click Grant Twitter Access. This will take you to a Twitter-generated login page. b. Log in with the correct Twitter Accounts name and password. This will log you into Twitter.com and prompt Twitter.com to provide Salesforce for Twitter and Facebook with an authentication token. Note: If you are logged in as another Twitter user, you will need to click Sign Out before entering your name and password. c. You will be redirected to Salesforce. Congratulations! Your Twitter Account is now OAuthed, and you can access Twitter securely from Salesforce.com.
Twitter Searches
When a Twitter search is executed, it will create a Twitter Conversation record for each Tweet matching the selected search terms. The application will attempt to link the Twitter Conversation (the tweet) to an existing Contact or Lead in that order by matching the username of the Tweet to the Twitter Username field on a Contact or Lead. If the application is unable to find a matching Contact or Lead for the incoming tweet, it will follow the selection of the Unknown Twitter username field.
Creating Twitter Searches

1) Research: Visit http://search.Twitter.com and test your search phrase to be sure it returns relevant results. You may need to edit your searches several times to obtain the most focused results, and to exclude any irrelevant ones . Visit the Twitter Search Operators page (also linked from the Salesforce for Twitter and Facebook homepage) for detailed information on creating Twitter searches. For example: in the image below we are searching for tweets mentioning the fictional company Universal Telco with a negative sentiment denoted by this symbol: :(
Copy your search phrase (highlighted above) into your clipboard. 2) Create: From the Salesforce for Twitter and Facebook homepage, click Create new Searches.
a. Click the New button to create a new Twitter Search.
3) Customize: Set the following fields: a. Twitter Search Name: Choose a descriptive name (i.e. Telco Negative Sentiment) b. Twitter Keyword Search: Your search phrase. Input your copied text (from step 2). c. Unknown Twitter Usernames: This picklist directs the application to automatically create Leads, create Contacts, or do nothing based on your Twitter Search results. The choices will affect your incoming tweets as following: i. Do nothing: If the Twitter Username on an incoming Tweet does not match the Twitter Username field on an existing contact or lead, Salesforce for Twitter and Facebook will only create a Twitter Conversation. No further action will be taken. ii. Create Contact: If the Twitter Username on an incoming Tweet does not match the Twitter Username field on an existing contact or lead, Salesforce for Twitter and Facebook will create a new Contact and associate the Twitter Conversation to this Contact. iii. Create Lead: If the Twitter Username on an incoming Tweet does not match the Twitter Username field on an existing contact or lead, Salesforce for Twitter and Facebook will create a new Lead and associate the Twitter Conversation to this Lead. d. Order: Specify the relative importance of this search to other search term, starting with 1 as the Search of highest importance. Order is used to determine which Search
to associate Twitter Conversation to, when an incoming tweet matches multiple search terms. e. Campaign: You may leave this field blank. If you add the name of an existing, active Campaign, any Contacts or Leads created by this search will be automatically associated with the Campaign. A Contact or Lead can only be associated with one Campaign. If a Previous Twitter Search has already associated this Contact or Lead with a Campaign, a new Search will not associate it with a different Campaign. Note: i. If you do not see the Campaign field on your Twitter Search, you may need to add the Campaign lookup to your Twitter Searches Page Layout ii. You must choose Create Contact or Create Lead in the Unknown Twitter Usernames picklist to use this feature. iii. The Twitter Search will be automatically deactivated if the Campaign it is associated to is deleted or otherwise inactivated. You will need to remove the Campaign from the Twitter Search lookup before activating the Search again. Note: f. Active: If this field is checked, you can execute this search. If it is unchecked, it cannot be selected for searching, and will not be run by automated polling. g. Owner: The owner of the search. All search results for this search will be assigned to the owner of the Twitter search record. You can make a Queue the Search Owner. h. Get max tweets incl. previous results: When searching for tweets, previous results are automatically filtered out. By checking this box, you will direct Salesforce for Twitter and Facebook to automatically bring in all search results, up to the limit allowed by Twitter. This feature is only required for high-volume users, and should be left unchecked for most installations. 4) Save: Click Save You can now schedule and execute this Twitter Search. See Automating Searches to learn how to automatically execute your searches.
Running Twitter and Facebook Fan Page Searches

You can run your searches manually, or have Salesforce.com search Twitter and your Facebook Fan Page, automatically bringing in your results.
Manual Searches
The following steps explain the process for manually executing Twitter and Facebook Fan Page Searches. You can also automatically run your Searches at intervals of 10 minutes or greater. See Automating Searches for more information. To manually execute a Twitter Search: 1) Navigate to the Salesforce for Twitter and Facebook homepage and click Get Conversations 2) On the Get Conversations page, select the searches to run 3) Click Run Selected Search(es) 4) Your results will be displayed by channel, and overall. 5) To view more details, navigate to the Twitter Conversations tab. If you would like to run a scheduled job to execute all searches, we have provided an Apex wrapper class. It will allow you to programmatically execute Twitter Sarches from tools such as Boomi or the Kronkit AppExchange Package.
Automating Searches
Salesforce for Twitter and Facebook version 2 allows you to schedule your Twitter Searches to run automatically at specified times. This allows you to control the flow of new Tweets, Contacts, and Leads into your salesforce.com CRM, making it easier for your representatives or support agents to handle Tweets in a timely and effective manner.
To schedule an automated Twitter Search:

1.
Navigate to the Salesforce for Twitter and Facebook homepage and click on the Scheduled Searches link. You will be redirected to the Scheduled searches page (below). o All Active Twitter Accounts and Twitter Searches automatically appear on this list. If you automate a search, you can still run it manually, as often as required. o If you do not explicitly schedule a Twitter Search, it will not be executed unless you run it manually. o For more on manual searches, see Manually Executing Twitter Searches.
2.
Click on the Time Interval dropdown to the right of the search and select your desired time interval. You can select a granularity of up to 15 minutes. o Scheduled Searches are run using scheduled Apex jobs. By default, each Salesforce org contains 10 Scheduled Apex jobs per AppExchange application. The number of
Apex Jobs a search uses is based on the search frequency. The Requests Used column displays the number of jobs used by each Scheduled Search. 3. You can also choose to Delete Ignored Tweets (Twitter Conversations with Status = Ignored) o Tweets are set to Ignored by clicking the Ignore button on the Conversations detail page. You can add this button by editing the Conversations layout. Note: If you require your searches to run more often, you will need to create a custom Visualforce page using an Apex Wrapper class. For more information on creating custom searches, see Using an Apex Wrapper Class to Automate Twitter Searches.
Using an Apex Wrapper Class to Automate Twitter Searches

For more granular scheduling or to automate more accounts or searches you can setup an external schedule to call an apex class in the Salesforce for Twitter and Facebook package. You can then programmatically execute searches from your own scheduling service or use tools such as Boomi or the Kronkit AppExchange Package. The name of the Apex wrapper class is called AutomationWrapper. The automation wrapper has two methods for getting new tweets. Getting Tweets from Twitter Accounts: Integer doGlobalSearchAccount (Id taId, Integer Page) Returns: Integer : Next page to be queried if any, or 0 if no more pages are available. Params: taId: ID of the Account to be searched for DMs, Replies and Statuses Integer: Page number to be queried. Getting Tweets from Twitter Searches: Integer doGlobalSearchKeyword (Id tsId, Integer Page) Returns: Integer : Next page to be queried if any, or 0 if no more pages are available. Params: tsId: ID of the Search Keyword to be searched for matches Integer: Page number to be queried. To search all pages these methods must be called until they return 0. This means it will have reached the end of the results.
To find out how many records where created , you can query the results object: public class Result { public Integer casesCreated public Integer caseCommentsCreated public Integer contactsCreated public Integer leadsCreated public Integer conversationsCreated public String xml }
The Salesforce for Twitter and Facebook Homepage

From the Salesforce for Twitter and Facebook homepage, you can easily access the rest of the application, including the Setup Guide, the Twitter Scheduling center, and the Troubleshooting Log. You can also Tweet directly from this page.
From the Whats happening? field, you can send a Tweet directly to Twitter.com, and it will be displayed on the Twitter feed of the user set to Send Tweet As and/or on the selected Facebook Fan Page. You can send tweets from this text field as any Twitter Account or Facebook Fan Page to which your Salesforce user has access.
Sidebar Links
The links on the left hand side of the Salesforce for Twitter and Facebook homepage link to the objects and functionality comprising the Salesforce for Twitter and Facebook application. Manage Twitter Accounts: Click on this ink to view and manage your Twitter Accounts. The Twitter Account object is a Salesforce for Twitter and Facebook object that stores the Twitter Login credentials you will use to execute Twitter searches and send tweets from Salesforce.com. It can also be used to store your bit.ly login credentials. Create New Searches: Click on this link to view and manage your Twitter Searches. The Twitter Search object is used to define search terms for keywords you are monitoring on Twitter. For example, you might define a Competitors Twitter Search containing the names of your primary competitors. When you execute this Twitter Search, the results of the search will be stored as Twitter Conversation objects. The Twitter Conversation object stores Tweets which have been brought into your Salesforce org as the results of Twitter Searches. It also stores the results of @Replies and Direct Messages to your Twitter Account or Accounts. Additionally, if you Tweet directly from the Twitter.com website using a Twitter Account stored in salesforce.com, Salesforce for Twitter and Facebook will pull in those tweets so you have a complete history of your Tweets in Salesforce.com. Schedule Searches: Click on this link to set up automated searches in your org. Automated searches are discussed in further detail in the section titled Automating Searches. Get Tweets: Click on this link to manually run any saved searches, or to search for @Replies and @Mentions to any saved Twitter Account. Manual searches are discussed in further detail in the section titled Manually Executing Twitter Searches. Review Setup Guide: Click on this link to access a copy of this setup guide. Dashboard & Analytics: Click on this link to view a set of predefined Dashboards and Analytics related to the Salesforce for Twitter and Facebook application. You can edit these reports or create new reports related to your Salesforce for Twitter and Facebook usage, as necessary. For more information on Dashboards, Reports, and Analytics in Salesforce.com, see the Help & Training link at the top right hand of any Salesforce page. Troubleshooting Log: The troubleshooting log contains a record of all manual and automated searches that were run in Salesforce for Twitter and Facebook, with a list of the number of records created as a result of each search, by type. It will also display any resulting errors. Note: To see the Troubleshooting Log link, your Salesforce user profile must have Read and
Write Permissions on the Documents object. Twitter Performance status: Click here to view a Twitter-generated page displaying Twitters current performance status worldwide. Twitter search operators: Click here to learn more about creating and editing Twitter searches to obtain your desired results.
The Social Agent Page

The Salesforce for Twitter and Facebook Agent page is a limited version of the main administrator tab (Salesforce Social). The Agent tab is not added to the application by default, and will need to be added to a tabset manually. This tab only allows outbound messages, and does not contain links to Setup, Get More Conversations, etc.
Restricting Access to the Social Agent Page

You can restrict or allow access to Visualforce pages and tabs on a per-profile basis. If you want your agents to be able to send messages, but do not want them to easily access the setup page, troubleshooting logs, etc, simply remove the Salesforce Social tab from their user profile, and ensure theyve been granted access to the Agent Page. To entirely restrict access, navigate to their profile (Standard User etc) and remove access to the Saelsforce Social page.
Auto-Associate Twitter Contacts or Leads to a Campaign

With Salesforce for Twitter and Facebook, you can now automatically add Cases or Leads created by a search to any ongoing Campaign. Once you set the Campaign on the Twitter Search record, any new Contacts or Leads found by this search will be associated with the selected campaign, whether your search is run automatically or manually. To activate this feature: Create a Search on the Twitter Search tab, or use an existing search. Select 'Create Contact' or 'Create Lead' in the 'Unknown Twitter Username' dropdown. Your search will not create new Contacts (or Leads) without this selection. 3. On the Twitter Search record, fill in the "Campaign" field with any existing, active Campaign. 4. Once you've added a Campaign, to your Twitter Search, click Save. From this point on, any Cases or Leads created by this search will be associated with this Campaign.
1. 2.
To stop auto-associating Contacts or Leads to a Campaign: Simply edit your Twitter Search and clear the Campaign field. All previously associated Contacts or Leads will remain associated to the Campaign, but new Contacts or Leads found by this search will not be associated. Note: You must choose Create Contact or Create Lead in the Unknown Twitter Usernames picklist to use this feature. If you do not see the Campaign field on your Twitter Search, you may need to add the Campaign lookup to your Twitter Searches Page Layout If you have associated a Campaign to a Twitter Search, the Twitter Search will be automatically deactivated if the associated Campaign is deleted or otherwise inactivated. You will need to remove the Campaign from the Twitter Search lookup before reactivating the Search.
Finding a Contacts Twitter Username

The Find Twitter Username feature allows you to search Twitter for a Contact or Lead's Twitter Username, and add that Username to the record - all without leaving Salesforce. You will then be able to import any public information on that Twitter Username into your Lead or Contact. To add this functionality to Leads or Contacts o Go to any Contact or Lead record, and click on the "Edit Layout" button at the top right of the detail page. o Go to the "Buttons" section, and add the "Get Twitter Username" button to the layout. If you haven't already done so, you may also add the "Get Author Info" button at this time. o Click "Save" to return to the record. To import a Twitter Username: o Click "Get Twitter Username" at the top of the record. o You will now see a Search page with a list of Twitter Search results for this Lead or Contact's name. T o The default Search is based only on the first and last name of the Contact or Lead. You may modify your search to view different results; searching here will not affect the original record. o When you locate the correct Twitter Username, simply click the "Link" button to add the Twitter Username to your Contact or Lead in the "Twitter Username" field. The page will refresh, and the username will now be appended to the record. Notes: o You can only link Twitter accounts to Contacts or Leads that are not already associated to existing Twitter accounts. o If you do not see the "Twitter Username" field, simply click on the "Edit Layout" button at the top right of the detail page, go to the "Fields" section, and add the "Twitter Username" button to the layout. o If you see this error after clicking "Find Twitter Username": An error occurred while retrieving the information for the following Twitter user: (yourUser ): You may not have your Remote Sites configured correctly. See the Adding Remote Sites section. Note that version 1 used http for all Remote Sites, while version 2 uses https. o If you receive a message about difficulty connecting to Twitter, Twitter may be experiencing a temporary downtime.
Get Author Info

Updating a Twitter Conversation using Get Author Info
When a conversation is updated by clicking "Get Author Info," the Contact or Lead associated with the conversation is also updated. The following fields are updated on the parent Contact or lead. o o o o o o o o o o Image__c the users Twitter image User_Bio__c the Contact or Leads Twitter User description Twitter_Location__c The users Twitter Location information. Follower_Count__c this users number of Twitter followers Following_Count__c the total number of Twitter Accounts this user is following. User_Status_count__c this users total status updates (Tweets) User_Creation_Date__c the creation date of this Twitter username. Author_Real_Name__c this users first name and last name as recorded in Twitter Author_URL__c this Twitter users website User_Last_tweet__c date of the last tweet saved. This will be modified if it is greater than or equal to the date of the last tweet saved.
Updating a Twitter Contact or Lead using Get Author Info

When Get Author Info is clicked on a contact or lead, only the Contact or Lead will be updated. To preserve a clear timeline, the child Conversations will not be updated. These fields are updated on a Contact or Lead when you click the Get Author Info button: o o o o o o Twitter_Bio__c Twitter_Creation_Date__c Twitter_Follower_Count__c Twitter_Following_Count__c Twitter_Location__c Twitter_Status_Count__c o Twitter_Last_Tweet__c the Contact or Leads Twitter User description the creation date of this Twitter username. this users number of Twitter followers the total number of followed Twitter Accounts The users Twitter Location information. this users total status updates (Tweets) date of the last tweet saved
Adding Conversations to your Case Layout

You can now reply directly to Conversations - or simply send an outbound reply - from a Case or Account. To use this feature:
Add the Conversations Related List to the Account, Case, Lead or Contact: o Go to the Account layout, either by going to Setup > Accounts > Page Layouts, or by drilling into any Account record and clicking the "Edit Layout" link at the top right hand of the screen. o Go to the Related Lists section, and drag the "Conversations" related list into the layout. Add the "Reply" button to the Conversations related list: o On the Conversations related list in the Account Page Layout Setup view, click on the wrench icon. o Go to the "Buttons" section o Select "Reply" and click to add it to the Selected Buttons section o Click OK Save your changes to the Account layout: Click "Save" at the top left hand of the Account Page Layout Setup view.
You should now see the "Reply" button at the top of the Conversations related list. Clicking here at any time will pop up the Reply page. From this page, you will be able to edit and send outbound messages.
Setting up Knowledge Integration

With Salesforce for Twitter and Facebook v4 you can answer Twitter and Facebook questions with links to Articles in your Salesforce Knowledge base. By answering questions with Knowledge Base link, you improve your customer service response times and leave your agents time to solve the most challenging issues. This is more cost-effective while providing a higher level of customer support and ultimately, customer satisfaction.
Salesforce Knowledge To reply to Tweets or Facebook Fan Page posts with links to Knowledge Articles, you first need to have Knowledge set up in your Salesforce org. Click here for more information on Salesforce Knowledge, or simply search for Knowledge in the Help & Training guide in your Salesforce org. When setting up Knowledge, be sure your Social Agents are using Knowledge licenses, and be sure to add the Articles Related List to your Case Layout.
You will also need to be publishing Knowledge Articles to your public Knowledge base. You can install this Force.com Labs application to quickly and easily publish your Articles to a customizable public Site.
Set up bit.ly Most Knowledge Sites will have a fairly long BaseURL. (http://www.yourKnowledgeSite.com/Your_Article_title...). To conserve space in your Tweets, youll want to automatically shorten Article URLs . To do this, you need to set up Bit.ly integration in your org. 1. Go to your bit.ly account (or sign up, if you dont have one) and get your API key:
2. Go the Setup page and fill in the bit.ly username and API Key fields.
Set up your Knowledge Base URL 1. Navigate to the Salesforce for Twitter and Facebook tab and click the Setup link on the righthand side of the page 2. On the setup page, click Edit, and then enter the Base URL of your Salesforce Knowledge site. It should look something like this: http://www.yourKnowledgeSite.com - Do not enter a trailing slash. - Do not enter the Article type (Article, FAQ, etc) - this will be added to the URL automatically by the application. - If your Knowledge base is stored in a separate section on your main site (mySite.com/knowledgeBase) be sure you enter that in the Base URL as well.
3. Click Save
Attach an Article to a Case 1. Navigate to a Case created by an inbound Tweet or Facebook Fan Page, and click the Find Articles button on the Articles related list.
2. On the Find Articles for Case screen (image below), select the appropriate Article. You can also filter or search if the correct Article is not automatically displayed.
3. Select Attach and Go to Case - or simply Attach to Case if you want to continue attaching Articles.
Reply using Salesforce Knowledge 1. Back on the Case, click the Reply button on the Conversations Related List to reply to the Conversation attached to this Case). 2. On the Reply page, you will now see a new section and dropdown. Only Articles available in your Public Knowledge Base will appear in this dropdown. Articles private to your internal users, or visible only in Portals will not.
3. Select the Article you want to forward. The link will be automatically shortened, and the title of the Article and shortened URL will be appended to the text field. 4. Click Send. Youre now using Knowledge to respond to customers in Twitter and Facebook.
Automatic Agent Signatures

Salesforce for Twitter v4 uses Merge Templates to make messages available with just one click complete with author names, signatures, or any other available field. Heres how: 1. Ensure you have downloaded and installed the latest version of Salesforce for Twitter from the AppExchange. 2. Add a Social Signature page to the User object: a. Go to Setup > App Setup > Customize > Users > Fields and add a new User Custom Field of type Text.
b. Name it something like Social Signature. The field can be any length.
c. Click save. You should now see a line like this under User Custom Fields
d. Go to any Agents User profile (Setup > Administration Setup > Users) and add a value in the Social Signature field:
3. Set up the Merge Template. a. Go to Setup > Personal Setup > Email > My Templates and select the Salesforce for Twitter and Facebook folder
b. Click to create a new template of type Text
c. Your new Social Signature field can be found under Sending User / Custom Fields - just copy/paste the Merge Field Value into your field.
d. Be sure you set this template to Available For Use
4. Go to a Case generated by Twitter - or simply to a Twitter Conversation youve brought into Salesforce, and click to Send a Tweet - or simply go to the homepage. 5. Select the Template (by name), and click Insert. The signature will be unique for each Agent, but your messaging will remain consistent across all Agents.
Enabling Salesforce for Twitter and Facebook for non-Administrator Profiles

While installing the Salesforce for Twitter and Facebook AppExchange application, you may choose to make the application available to Administrators only, or to all profiles. In general, its better to begin with Administrator access only, and then extend functionality to other user profiles as necessary. To enable access to Salesforce for Twitter and Facebook for non-administrator profiles: 1) Navigate to
Setup | Administration Setup | Profiles
2) Edit one of the profiles that need access to the Salesforce for Twitter and Facebook application. 3) In the Custom Apps Settings, select the Salesforce for Twitter and Facebook app as visible.
4) Under Custom Tab settings, set the default tab settings for the Twitter Conversation, Twitter Account, and Twitter Search objects to Default On
5) Set the Profile Custom Object Permissions to Read, Create, Edit, and Delete (optional) for the Twitter Accounts, Twitter Conversations, and Twitter Searches objects.
6) Save your changes to the profile. 7) Scroll down to the Enabled Visualforce Page Access Related List on the profile 8) Click Edit and add all pages beginning with Twitter to the Enabled Visualforce Pages section.
9) Repeat steps 2 to 8 for each profile you want to grant access to the Salesforce for Twitter and Facebook application.
Twitter Contributors
Twitter Contributors is a new Twitter feature which allows multiple users to contribute tweets to a single Twitter feed. This allows you to personalize Tweets. Contributed tweets will appear on the main Twitter feed (in this case, @SalesforceApp), and will be personalized as by a particular user in this case, the tweet was contributed by @LNIngram.
1) Enable Contributors on twitter.com: You need to set up this feature on Twitter before you can enable or use Contributors in Salesforce for Twitter and Facebook. You may need to contact Twitter to have this feature enabled for your Twitter username. Once Twitter has enabled Contributors for your account, you will see an additional Business link in your Settings screen. Select Contributors, and add any account as a Contributor.
2) Enable Contributors for this Twitter Account in Salesforce: Edit the selected Twitter Account, and check the Contributors Enabled checkbox. Resave. Note: once you have checked this checkbox, you will be unable to see the Twitter Account in the Accounts dropdown on the Salesforce for Twitter and Facebook homepage until you enable the Contributing accounts. 3) Edit the Twitter Account page layout: Add the Contributors related list to the Twitter Account object. For more information on editing layouts, and on suggested layout selections and fields, see Updating Page Layouts. 4) Add Contributor Account: On the Contributors related list, click the Add Contributor button. You will see a popup requiring: a. Username: The Twitter username (SalesforceApp) b. User: The user who will be Contributing to this account. Note that only this user will be able to post tweets to the main feed as by this user. c. Tweet as Main Account: If this checkbox is checked, this Contributing user will also be able to send tweets as the main Twitter Account for example, as SalesforceApp as well as by a user. 5) Validate (OAuth) the Contributor Account: From either the Contributors detail page, or from the Related List on the Main Twitter Account, click Validate. a. You will be taken to a Twitter-generated login page. Log in with the correct Twitter Accounts name and password. This will prompt Twitter.com to provide Salesforce for Twitter and Facebook with an authentication token. Note: If you are logged in as another Twitter user, you will need to click Sign Out before entering your name and password. b. When you click Allow, you will be returned to a Salesforce login page. Log in again with your Salesforce login. Note: If you are in a sandbox, you will need to edit the URL from login.salesforce.com to test.salesforce.com and go to that URL before logging in again. 6) Edit the Contributor, and add an associated Salesforce User. The Contributor and the main account will not appear on the Salesforce for Twitter and Facebook homepage if you do not add a user. Once you have added a user, that user will only be able to tweet as this account not as the main account, unless you also check Tweet as Main Account on the Contributors profile. Note: Once you have added a Contributor account to a main account, only Contributors will be able to Tweet as the Main Account (if youve checked Tweet as Main Account on the Contributor itself. If you want to make the Main Account generally available to other users, you will need to add a separate Main Account, without Contributors.
Languages and Translation

Translation
Salesforce for Twitter and Facebook is available in all languages supported by Salesforce.com. Each user will see Salesforce for Twitter and Facebook in the language set on his or her user profile. To change your User language: 1) Edit your user profile (available under Setup > My Personal Settings) 2) Change your language. You do not need to change your locale to view the application in your language of choice. 3) Click Save, and return to Salesforce for Twitter and Facebook.
Supported Character Sets

Salesforce for Twitter and Facebook supports all foreign language character sets in both incoming and outgoing Tweets including Japanese, Hebrew, and all European character sets. Note: that if your browser or operating system does not support a specific character set, you will be unable to view that character set in Salesforce for Twitter and Facebook, or on Twitter.com.
Changes and Updates

Deprecated Fields
Twitter Account detail page: Password field o This field is required, and therefore must remain on the layout. However, we recommend removing the password, and using OAuth instead (See above). We've added guidance text to the field. A user creating a new Twitter Account will be directed to the Help Text (explaining the change), and once you've OAuthed, the Password field will now contain explanatory text. Twitter Conversation detail page: "Send Twitter Message" button o This button has been deprecated in favor of a similar button directly on the Tweets related list. It will not appear in the layout for new installations. We recommend removing it from your layout if it remains in your Twitter Conversation detail page from a previous installation. Bit.ly username/API Key: Moved to Setup
o
Updated Salesforce API: Now 19.0

Salesforce for Twitter and Facebook is now using version 19.0 of the Salesforce API. If you have any Apex Classes extending current Salesforce for Twitter and Facebook functionality, be sure to update their API version to 19.0.
Further Information
About OAuth
OAuth is an Open Standard protocol allowing a user to grant a third party site (like Salesforce for Twitter and Facebook) access to their information stored with another service provider (Twitter), without sharing their password. By using OAuth, you grant Salesforce for Twitter and Facebook access to specific resources on your Twitter Account on Twitter.com (Tweets, Direct Messages and @mentions), without making your password visible on the Twitter Accounts page or storing it anywhere in Salesforce.com. You will need to complete OAuth for each Twitter Account and Facebook Fan Page you add to Salesforce.com.

Salesforce For Twitter and Facebook - Setup Guide v4.6

Загружено:

Сведения о документе

Оригинальное название

Авторское право

Доступные форматы

Поделиться этим документом

Поделиться или встроить документ

Параметры публикации

Этот документ был вам полезен?

Это неприемлемый материал?

Авторское право:

Доступные форматы

Salesforce For Twitter and Facebook - Setup Guide v4.6

Загружено:

Авторское право:

Доступные форматы

Salesforce for Twitter and Facebook Setup Guide

Force.com Labs AppExchange Package: Version 4.6

Updated: June 2012

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 1

New Features: Salesforce for Twitter and Facebook, Version 4.6

Salesforce for Twitter and Facebook, Version 4 Features Added

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 2

Salesforce for Twitter and Facebook, Version 3 Features Added

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 3

Installing the Salesforce for Twitter and Facebook AppExchange Package

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 4

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 5

The Setup Page

Authorizing a Bit.ly account

Adding a Knowledge Base URL

Setting up Twitter Accounts, Facebook Fan Pages, and Twitter Searches

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 6

Setting up your Facebook Fan Page for Oauth

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 7

b. Select the New button

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 8

h. This will forward to a Manage Facebook Pages within Salesforce

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 9

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 10

Other Facebook Considerations

Authorizing your Twitter Account(s)

Setting up a Twitter Account

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 11

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 12

Creating Twitter Searches

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 13

a. Click the New button to create a new Twitter Search.

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 14

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 15

Running Twitter and Facebook Fan Page Searches

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 16

To schedule an automated Twitter Search:

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 17

Using an Apex Wrapper Class to Automate Twitter Searches

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 18

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 19

The Salesforce for Twitter and Facebook Homepage

Copyright 2011 salesforce.com, inc. All rights reserved.

Salesforce for Twitter and Facebook, V4 Page 20