27 Jul’15

Dynamics CRMSetup social media for Microsoft Parature

Purpose of this blog is to setup social media (Facebook) for Microsoft Parature.

Prerequisite:

  1. Parature Enterprise license.
  2. Facebook Page on which Parature Support has to be setup.

Purpose of the setup:

Setting up Social media for Parature will help clients raise tickets from the social media platforms. Tickets can directly be created from social media platforms like Facebook, Twitter, YouTube, Instagram, LinkedIn.

Steps to setup social media (Facebook) for Parature:

  1. To begin with setup, first ensure social media role for the user is ON. We can set social media role for the user by going to Setup -> CSR Management -> Social Media Role.
    Set the role level to Social Media Administrator.
  2. 1

  3. Next is setup of Social Channel.

To setup Facebook channel:

  1. Go to Setup -> Social -> Social Monitor Settings
    In Social Channels section, click “+” symbol, and click Facebook Channel.
  2. 2

  3. It will take you to Facebook’s login page. Insert the Facebook credentials and log-in.
  4. On successful login, a pop-up will come to select the Facebook page on which the Parature Support has to be enabled.
    3
    Select the Facebook page on which you want to enable the Parature Support.
    Set All Default Actions to “Monitor”.
  5. Add “Tags”, “Influencers” and “Reply As Accounts” as needed.
    “Tags” allow you to have glimpse of what’s happening on your social channels.
    “Reply As Accounts” allow the customer service representative to create tickets from customer posts and also reply them via same social media site. In this way unnecessary rerouting through multiple channels can be avoided.
  6. Enable the Social media:
    1. Select the newly created social channel, select Action and click Enable.
    2. 4

  7. To ensure your Facebook page is enabled, Select the Social channel, click on Actions – > Enable FB Portal.
    From here we can set access to knowledgebase for the customer, Allow the customer to raise tickets and also chat with the service representative.
    1. To allow customer to raise ticket from the social media:
      1. Under Basic Options, select Enable.
      2. Enter Tab Display Name.
      3. 5

      4. Make sure Summary and Details field under Primary Fields section is selected to “Summary”.
      5. Using Custom fields, you can further modify Customer Social media experience.
      6. Miscellaneous options allow you to select how tickets are to be handled.
    1. Enabling Knowledge Base for the portal:
      Knowledge Base allows customer to searching content on their own if they don’t want to submit a ticket.
      To Enable the Knowledge Base:
      1. Under Knowledge Base section, select Enable.
      2. Enter Tab Display Name for the Knowledge Base.
      3. Enter the number of recently modified articles and number of most popular articles you which to show on the Facebook page.
  8. Save your changes.
  9.  

    Written by

    Team Member

    CloudFronts

2 thoughts on “Setup social media for Microsoft Parature”

Leave a Reply

Your email address will not be published. Required fields are marked *

Time limit is exhausted. Please reload the CAPTCHA.

Want to streamline your business processes?

  • This field is for validation purposes and should be left unchanged.

Recent Articles

  • Reading more then 10K records in D3FOE OData API

    11 July’ 2018

    Introduction: We all know Dynamics 365 Finance and Operations has limitation of 10K records to be fetched at a time usi...

    Read more
  • Paging in D365 Customer Engagement v9.0

    10 July’ 2018

    Introduction: The Xrm.retrieveMultipleRecords method is used to retrieve a collection of records in Dynamics 365 Custom...

    Read more
  • Set up Dynamics 365 connection in Microsoft Social Engagement

    10 July’ 2018

    Introduction: This blog explains how to Set up Dynamics 365 connection in Microsoft Social Engagement. Steps to be follo...

    Read more
  • Voice of the Customer failed to install

    10 July’ 2018

    Introduction: Many people face issues in installing Voice of Customer solution on v9 environment and trying repeatedly ...

    Read more
  • Scribe Insight AX as a Web Service Find Block issue

    10 July’ 2018

    Introduction: If we need to look up for any value from AX then we do it by using a Find Block in Scribe Insight Eg: Basi...

    Read more