1. Microsoft Social Engagement
Microsoft Dynamics
9/4/2018
Microsoft Social Engagement
Michelle Kimihira
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Learning Objectives Social Landscape
What landscape looks like
What is “top of mind”
Key benefits for social
What’s Microsoft Social Engagement
Key Capabilities
Upcoming Features in Autumn/Winter
Where to Learn More
Where to find resources
How to demo or request a trial

3. Social Landscape Microsoft Dynamics 9/4/2018
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. People are sharing more than ever before
4.5B likes generated daily
300 hours of video uploaded to YouTube per minute
500M tweets per day
Key Points:
The world is changing and changing rapidly; one area is rise of social media
People are more informed and sharing content, opinions online
Not a trend or fad; fundamental shift in way people communicate
Shift creates new challenges, but also a huge opportunity for business to reach customers in new ways

5. What is your social strategy?
Key Points:
You can track manually on Twitter or Facebook
Or you can bring them into a single tool

6. Microsoft Social Engagement Update
Microsoft Dynamics
9/4/2018
Microsoft Social Engagement Update
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

7. Microsoft Social Engagement
Social Listening
Intelligent Social
Social Engagement
Social CRM
Microsoft Social Engagement is a powerful social intelligence and engagement tool that helps you gain social insights about your topics you care about. We have four capabilities.

8. Social Listening
Social listening Listen to what people are saying globally across social media, news publications and other sources via RSS.
Key influencers Identify and follow people actively talking about your brand, products, or services.
Sophisticated alerts Detect trends and listen for specific posts to keep you informed on key words or topics.
Key Points:
Social Listening: Supports 20 languages and following sources: Twitter, Facebook, YouTube videos, WordPress and Tumblr Blogs and over 3,500 news publications and wires, and custom sources via RSS
Know key influencers - not just on your topics, but on the social web as a whole. Filter by Reach is based on Klout for Twitter and popularity for news.
Trend alerts notifies you of market trends around your topics and post alerts notifies designated people when key words are mentioned.
Post alerts lets you set up notifications so certain people will be notified when key words of interest to you are mentioned. This lets you follow up with deeper investigation or engage early to control the message.

9. Intelligent social Adaptive sentiment
Adaptive sentiment learns from customers through machine learning enabling custom sentiment models fit for your organization.
Buzz analysis Get insights at a glance with rich analytics including: location, share of voice, text mining and tag clouds visualizations.
Automated triage
Automatically detect intention in social posts and triage/route them as cases or leads into CRM.
Key Points:
Sentiment Analysis: MSE’s unique sentiment analysis uses a machine learning model that is trained on native language and emoticon dictionaries. Sentiment is calculated on every post based on words, phrases and symbols contained – in all 20 supported languages. This helps you identify whether there are positive, negative feelings about your product or brand and can be helpful for shaping messaging and sales conversations more effectively. The model learns from customer inputs and adapts to the specific language nuances and terminology of the customer’s domain.
Buzz Analysis: Intuitive and interactive dashboards provides intelligence around volume, share of voice, content analysis, sentiment and location.
Automated triage: to increase team efficiency for sales and service organizations, MSE will automatically detect intention in social posts and triage/route them as cases or leads into CRM.This will increase sales performance through suggestions on leads coming in from social channels as well as increase team efficiency for service organizations by identifying potential cases coming in through social channels.

10. Social engagement Engage & Publish Team Collaboration
Tech Ready 15
9/4/2018
Social engagement
Engage & Publish
Improve your social media presence by engaging with social communities with rich multimedia – replying and publishing.
Team Collaboration
Enable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.
E2E customer experience Create an end-end customer experience by creating CRM actions from social posts – cases, leads, and any custom entities.
Key Points:
Social Center is a place for you can engage with people social media. This is where a community manager or social media manager might spend their time to interact with people on Facebook and Twitter. But, it could also be where a Customer Service Manager might listen to social conversations and assign posts to his or her team to respond.
Social Center is also a great platform to brings your sales, marketing and service organizations together to have visibility to what is being said, but also to share streams and assign posts to each other to respond.
Publishing provides the ability to push a post from Twitter or Facebook from right within Social Center.
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

11. Social CRM
Social Sales Win faster when you leverage social to identify and act on buying signals, monitor key developments at your top accounts and track competitors.
Social Marketing Manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management.
Social Care
Keep customers happy by identifying any customer issues and trends early on and being proactive on Twitter and Facebook.
Key Points:
Some of the use cases around sales, marketing and service:
Sales
Social buying signals are an opportunity for sales to listen to social conversations and pick up on trends or signals.
Monitor developments at top accounts and use social signals to know if you need to check in.
Gain important insights about your competitors’ weaknesses and strengths.
Marketing
Marketer cares about protecting the brand. Important to know when the brand is damaged so they can fix.
Identify impact of different influencers and prioritize those who can deliver the greatest social impact.
Around campaigns, listen to social chatter, evaluate and adjust the campaign in real-time.
Community managers can use this platform to engage with their customers and fans on Twitter and Facebook
Service
Listen for when customer is complaining on the social web and proactively respond
Set up alerts to spot potential issues before they expand to damage the brand.
Reply to customer tweets and Facebook posts right within MSE.

12. What’s new in Social Social Listening
Listen and analyze custom sources via RSS.
Social Center Publish posts from Twitter and Facebook, including multimedia content. Look up Twitter author profile for more insights.
Social CRM Create CRM actions like cases and opportunities from social posts. Define and set up rules to automatically create CRM entities through Social Engagement.
Intelligent Social
Adaptive sentiment allows you to build custom sentiment models to fit your industry. Automatically detect intention in social posts and triage/route them as cases or leads into CRM.
Productivity Enable teams to collaborate using Office Groups for assigning posts and sharing streams & social profiles.
Sentiment & UI 9 additional UI languages and sentiment languages:
Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian, Swedish and Turkish.

13. Requesting MSE Demos How to get started How to get a demo
Take a Guided Tour (Click-Through)
Overview (Video)  
Getting Started (Video)
Analytics (Video)
Social Center (Video)
Alerts (Video)
Search Setup Video
Quota Management Video
Visit Social Help Center for detailed information
Instructions to configure the link between CRM and MSE
How to get a demo
Requestor = Microsoft Field for Customer
If for an internal group or marketing event, request through ConnectedCRM. For sales related deals, this template to Michelle Kimihira.
Requestor = Microsoft Gold & Silver CRM Partners
Eligible to receive an IUR and Demo MSE environment Go to Microsoft Dynamics CRM Solutions page on PartnerSource for more information.
Requestor = Partner on behalf of Customer There are a limited number of customer-specific 30 day trials with 20K posts of quota. Partners should work through the Microsoft PTS or TSP to sponsor the request and provide:
Customer name, location
Business justification
Requested duration of trial if >30 days
Requested quota (# of Posts) if > 20K
O365 Admin Credentials (if you don’t have one, create here)
Any questions? Contact Michelle Kimihira.

14. Key takeaways Social Landscape Democratize Social
Creates a huge opportunity for businesses to reach customers
Democratize Social
Social tools shouldn't be limited to a few individuals in marketing
Increase Value to CRM
Empower sales, marketing and service teams to gain social insights with an E2E customer experience.
Call to action: Use social to lead conversations about CRM

15. Internal: http://aka/ms/SocialonInfopedia Partners: PartnerSource
Essential resources
Marketing Assets
BDM Presentation
Datasheet
Test Drive
Sales Assets
Battlecard
Sales Guide
Compete
Pricing
Internal: Partners: PartnerSource
Help & Training
Help & Training Portal
Yammer
Michelle Kimihira
Coming by 12/1
Coming by 12/1

16. Microsoft Dynamics
9/4/2018
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.