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Microsoft Social Engagement

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Microsoft Social Engagement allows organizations to listen for keywords and phrases on social media to help them understand customer sentiment and engage in conversations about their products and brand.

Social Engagement is included at no additional cost with subscriptions to the Dynamics 365 Plan, Customer Engagement Plan, and customer engagement applications (Marketing, Sales, Customer Service, Field Service, and Project Service). It includes 10,000 social posts per month, with the option to purchase additional social post quota packages as needed.

Social Engagement includes four categories of capabilities: social insights, brand reputation, social care, and social selling. (These release notes describe functionality that may not have been released yet. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy.)

  • Social insights offers interactive analytics for social media conversations, such as native-language-based sentiment analysis across a broad set of sources. Identify the most important conversations using unique adaptive sentiment and intention analysis capabilities. Quickly set up searches and track the right content (updated in near real-time).

  • Brand reputation helps marketers and public relations professionals understand social media conversations about products and services and can be tailored to each organization's unique brand needs. Use intelligent alerts to stay ahead of any potential public relations crisis and receive notifications when significant changes on social media are detected. Companies can grow and engage their social media communities by identifying, tracking, and connecting with brand influencers and industry experts.

  • Social care lets customer service organizations or community managers engage with their customers on social media. Use automation rules to intelligently assign social posts to the right people for follow-up, or to create cases in Dynamics 365.

  • Social selling helps sellers build their social presence and credibility by providing intelligent and personalized recommendations about their company, brands, services, and products. The Social Selling Assistant lets people share these recommendations with their social networks, which underlines their social presence and eventually helps them find more leads and close more deals.