We just implemented Customer Insights and Sales Hub but social integration is not showing up where it should. I keep seeing "Only applies to outbound marketing" on MS documentation. What is outbound marketing? Where do I get it?

Lauren Fox 0

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Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-21T02:08:06.47+00:00

Hi Lauren Fox,

Thank you for reaching out to us on Microsoft Q&A forum.

We are looking into the issue. We will get back to you soon.

3 answers

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-21T03:38:10.3333333+00:00

Hi Lauren Fox,Thank you for reaching out to us on Microsoft Q&A forum.

Outbound Marketing: Outbound marketing involves employing strategies to actively engage potential customers and promote products or services. This can be done through methods like outbound calling, email blasts, and targeted advertising campaigns, all managed within the Dynamics 365 platform to streamline marketing efforts and track their effectiveness.

Outbound marketing functionalities are often supported by tools and features designed to manage and automate various aspects of the marketing process, such as customer segmentation, campaign management, lead tracking, and performance analytics. These tools help organizations execute and monitor their outbound marketing efforts more efficiently, allowing them to target the right audience with the right message at the right time.

In Unit 2, within the "Versions" topic, there is a documentation link provided. Clicking on this link will lead to further information about outbound marketing, as illustrated in the screenshot provided below.

Regarding the social integration topics covered in Unit 4, specifically under "Social Media Accounts," a hyperlink is provided. Navigating to this link will provide guidance on configuring and authenticating social media accounts within the context of outbound marketing. Please find the reference screenshot.

If you are still facing any issue, please let us know in the comments. We are glad to help you.

If the information is helpful, please Accept Answer so that it would be helpful to community members.

Thank you.
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Lauren Fox 0 Reputation points

2024-05-21T15:59:22.6233333+00:00

Do you see in your screenshot where it says" This article only applies to outbound marketing"? That is what I am asking about. When I click on "Configure social media accounts", I am led to this page that says to go to "settings - customer engagement - social media accounts", screenshot provided below:

but when I go to my customer insights page, there is no option for "social media accounts". See screenshot below.
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Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-22T03:43:35.5366667+00:00

Hi Lauren Fox,

Could you kindly access the specified version as depicted in the screenshot.

Once accessed, navigate to the settings section. From there, proceed to "customer engagement," and under this category, locate the section titled "social media accounts," as illustrated in the provided screenshot.

If you are still facing any issue, please let us know in the comments. We are glad to help you.

If the information is helpful, please Accept Answer so that it would be helpful to community members.

Thank you.
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Lauren Fox 0 Reputation points

2024-05-22T12:53:33.9233333+00:00

"Social Media" is not an option. See screenshot.

Lauren Fox 0 Reputation points

2024-05-22T12:55:22.3133333+00:00

Social Media is not an option. See screenshot.
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Megan V. Walker 0 Reputation points MVP

2024-05-22T15:25:10.6033333+00:00

Hi @Lauren Fox

If you've installed Customer Insights - Journeys after September last year, you won't see any trace at all of the Social media functionality. It only exists for clients that installed prior to Microsoft changing it from D365 Marketing to Customer Insights - Journeys. It is unlikely to be added in to the Realtime area.

The term Outbound is what the standard marketing functionality (emails, journeys, segments etc) was renamed to when Microsoft added their newer Realtime features. The app for many customers still contains both but eventually everything available will be the same for everyone and will be Realtime functionality only. I hope that helps!

If you are wanting to know more about the app, or follow others who write about the marketing functionality, these links might be of interest:

https://d365-marketing-weekly.com/

https://meganvwalker.com/category/dynamics-marketing/
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Lauren Fox 0 Reputation points

2024-05-22T15:44:28.81+00:00

So there is no way to track and automate social media in Dynamics Customer Insights?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-22T17:41:55.5933333+00:00

Hi Lauren Fox,

In addition to the Megan V. Walker. You're welcome to practice session using the Dynamics 365 free trial, but you'll need an organizational account to gain access.

https://dynamics.microsoft.com/en-us/dynamics-365-free-trial/

It's important to note that attempting to access the free trial with a personal account will not be successful.

Thank you.

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-23T10:32:24.4866667+00:00

Hi Lauren Fox,

Just checking in to see if you had a chance to see my previous answer. Please let me know if it was helpful and don't hesitate to reach out to us if you face any issue.

Thank you.

Lauren Fox 0 Reputation points

2024-05-24T14:20:28.9766667+00:00

We have an enterprise level Dynamics and Customer Insights license. How can I integrate social media?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-25T03:07:01.5066667+00:00

Hi Lauren Fox,Thank you for reaching out to us on Microsoft Q&A forum. Your dedication to accuracy is admirable, and I appreciate the opportunity to clarify the information.

The statement "In the above, Mehgan V. Walker and I provided clear instructions on how to integrate social media accounts. This indicates a reference to a specific instance where both individuals collaborated to offer detailed instructions on this topic.

I hope this clarification addresses your concern.

Thank you.

Lauren Fox 0 Reputation points

2024-05-28T17:03:37.2033333+00:00

Hi Kiran,

It seems you may not have reviewed my responses in their entirety, or there is a miscommunication. I'll outline them below.

My initial question was how to integrate social media on Dynamics Customer Insights. My company currently holds a license and I have full access to the program.

You then told me to go to "configure social media accounts" from the link on my screen. That article then told me to go to "settings - customer engagement - social media accounts" on Customer Insights.

I did that and provided you a screen shot of what I see (in the thread above). I went to settings and then customer engagement, but "social media" was not an option. Again, please see the screen shot in the thread above.

You then told me to go to "versions" - "settings" - "customer engagement". From there, you said I could look down the list to find "social media". Again, when I did that on my screen, "social media" is not listed (screenshot provided in the thread above).

You then told me that I could do a free trial of Dynamics, however, my company already has Dynamics and we do not need a free trial.

So once again my question is, how do I integrate our social media accounts using Dynamics 365 Customer Insights?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-29T05:02:58.8233333+00:00

Hi Lauren Fox,

We deeply appreciate your concerns and have thoroughly understood your situation. As mentioned in our previous discussion, if you've installed Customer Insights - Journeys after September last year, you won't see any trace at all of the social media functionality. It only exists for clients that installed prior to Microsoft changing it from D365 Marketing to Customer Insights - Journeys. It is unlikely to be added in to the Realtime area. If you wish to complete this particular module, we kindly recommend creating a free trial using your organizational credentials.

Please feel free to try these suggestions, and do not hesitate to reach out if you have any further questions.

Thank you so much for your understanding and cooperation.

Lauren Fox 0 Reputation points

2024-05-29T12:24:51.4133333+00:00

Are you saying that I can access social media if I do a free trial for Customer Insights - Journeys? I guess where my confusion lies is that I already have Customer Insights - Journeys. Why would I need a free trial to view social media capabilities?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-30T06:44:12.9633333+00:00

Yes Lauren Fox,

We are suggesting this because it will let you use the compatible version. Right now, you might be having trouble because the version you are using isn't compatible.

Thank you.

Lauren Fox 0 Reputation points

2024-05-30T13:13:57.88+00:00

How can I confirm if the version I am currently using is or isn't compatible?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-05-31T05:43:09.7766667+00:00

Hi Lauren Fox,

We appreciate your patience.

In the above screenshot provided, it appears that your version is different.This variance may be attributable to organizational restrictions. Kindly seek guidance from your system administrator for additional support.

Lauren Fox 0 Reputation points

2024-06-03T13:49:23.44+00:00

Ok, thank you. What version do we need to be able to use social media?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-06-03T14:42:35.8366667+00:00

Hi Lauren Fox,

I have given a screenshot for your reference, wherein the version is available. I would appreciate it if you could examine it.

Thank you.

Lauren Fox 0 Reputation points

2024-06-10T18:13:18.7766667+00:00

Hello,

Yes, that is the version we currently have, but you're saying that this version does not include social media integrations. What version do I need to have to allow social media integrations?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-06-11T03:53:32.5866667+00:00

Hi Lauren Fox,

I have applied the identical version and integrated it into multiple social media platforms. This variance may be attributable to organizational restrictions. Kindly seek guidance from your system administrator for additional support.

Thank you.

Lauren Fox 0 Reputation points

2024-06-11T13:02:22.5233333+00:00

Ok so you're saying that I should be able to integrate social media using the version I have and you aren't sure why it is not showing up for me so it must be an internal restriction?

Kiran P 6,540 Reputation points Microsoft Vendor

2024-06-11T13:45:46.9766667+00:00

Hi Lauren Fox,We deeply appreciate your concerns and have thoroughly understood your situation. I executed the activity and supplemented it with accompanying screenshots for reference purposes. Kindly seek guidance from your system administrator for additional support.

Thank you.
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