Release 17

Social Media Manager’s Guide

eGain® Social Media Manager’s Guide, August 1, 2017
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Contents
Preface .................................................................................................................................................6
About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Other Learning Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Document Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
eGain Education Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 1: Console Basics..............................................................................................................10

Key Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Social Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Searches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Settings for Social . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Social Response Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Social Search Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Social Rules Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Common Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Services for Social . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Elements of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Console Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
List View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Common Tasks for Changing List View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Changing Sort Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Adding or Removing Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 2: Getting Started...............................................................................................................16

Preparing to Configure Social. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Configuring Objects in Social. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

 Test Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Enabling Test Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Disabling Test Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 3: Settings ...........................................................................................................................19

Configuring Links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Configuring Dashboard Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 4: Dashboard ......................................................................................................................22

About Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Viewing Search Results Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Viewing Response Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 5: Adapters..........................................................................................................................26
About Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Search Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Analysis Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Post Adapters: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Forum Adapters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring Search and Post Adapters for Facebook. . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring Search and Post Adapters for Twitter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Configuring Search and Post Adapters for YouTube . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Configuring Web Search Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Configuring the Sentiment Analysis Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Configuring Forum Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Changing the Status of Adapters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Deleting Adapters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Chapter 6: Searches.........................................................................................................................40
About Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Creating Web Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Creating Facebook Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Facebook Unpublished Posts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Contents 4
 Creating Twitter Searches. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Creating YouTube Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Creating Cases for Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Editing Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Running Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Disabling Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Deleting Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Chapter 7: Social Inbox ...................................................................................................................51

About the Social Inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Filtering Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Suggesting Articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Creating Cases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Viewing Search Result Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Deleting Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Changing Sentiment of Search Results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Viewing Sent Items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Chapter 8: Posting Content .............................................................................................................61

Posting Facebook Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Posting Twitter Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Posting YouTube Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

5 eGain Social Media Manager’s Guide

Preface

 About this Guide

 Document Conventions

 Other Learning Resources

 Contact Information
 Welcome to eGain® Solve™, the leading cloud solution for omnichannel customer engagement. Powered
by a unified platform for omnichannel interactions, knowledge, Artificial Intelligence (AI), and full-
spectrum analytics, the applications suite solves the following business challenges:
 Deliver superior experiences for the digital and omnichannel customer
 Make millennial advisors as good as the best ones through AI and knowledge-guided service
interactions and processes
 Make innovation in digital CX easy with rich, out-of-the-box solution capabilities, complemented by
risk-free consumption model and agile services

About this Guide

eGain Social Media Manager’s Guide introduces you to the Social Console and helps you understand how
to set up adapters and searches.

Document Conventions
This guide uses the following typographical conventions.

Convention Indicates

Italic Emphasis, or the title of a published document.

Bold An item in the user interface, such as a window, button, or tab.

Monospace A file name or command.

Script A variable, which is a placeholder for user-specific text provided by the user.
Or, text that must be typed by the user.

Document conventions

Other Learning Resources

Various learning tools are available within the product, as well as on the product CD and our website. You
can also request formal end-user or technical training from eGain Education Services.

7 eGain Social Media Manager’s Guide

Online Help
The product includes topic-based as well as context-sensitive help.

Use To view

Help button All topics in the online help; the Help button appears in the console toolbar on every screen, as well as
on most windows.

F1 keypad button Context-sensitive information about the item selected on the screen.

Document Set
The document set can be found in the Documentation folder on the eGain Application CD. It contains the
following documents:
 eGain 17 Release Notes
 eGain 17 System Requirements
 eGain Browser Settings Guide

Installation Guides
 eGain Installation Guide
 eGain Solve for Cisco Unified CCE Installation Guide for Cloud Deployments

Upgrade Guides
 eGain Upgrade Guide
 eGain Solve for Cisco Unified CCE Upgrade Guide for Cloud Deployments

Configuration Guides
 Configuration Guide for Unified CCE

Companion Guides
 eGain for Cisco Unified CCE Companion Guide

User’s Guides for Interaction Consoles

 eGain Agent’s Guide
 eGain Social Media Manager’s Guide

User’s Guides for Authoring Consoles

 eGain Knowledge Manager’s Guide
 eGain Knowledge Manager’s Guide to Portals

Preface 8
  eGain Author’s Guide to Knowledge Base
 eGain Author’s Guide to Guided Help

User’s Guides for Management Consoles

 eGain Supervisor’s Guide
 eGain Administrator’s Guide to Administration Console
 eGain Administrator’s Guide to Chat and Collaboration Resources
 eGain Administrator’s Guide to Email Resources
 eGain Administrator’s Guide to Routing and Workflows
 eGain Administrator’s Guide to Offers Console
 eGain Administrator’s Guide to Data Adapters
 eGain Administrator's Guide to Reports Console
 eGain Administrator’s Guide to System Console
 eGain Administrator’s Guide to Tools Console

eGain Education Services

Training programs are available for agents, managers, and administrators, both at eGain offices or customer
sites. These programs can be tailored to meet your specific needs. For more information about course
schedules and enrollment, email register@eGain.com or visit
http://www.egain.com/products/egain_university.

Contact Information
If you have a current support agreement, you can submit a webform inquiry, or contact eGain Support by
email, phone, or fax.

Channel Details

Web www.egain.com

Email publications@egain.com

Voice US: 408-636-4500; UK: 01753-464646

Fax US: 408-636-4400; UK: 01753-464647

We are interested in hearing your comments about this document—particularly if it fell short of your needs
or expectations. Please email all feedback to publications@egain.com. If you are reporting an error, include
the chapter title and page number.

9 eGain Social Media Manager’s Guide

 Console
Basics
 Key Terms and Concepts

 Settings for Social

 Services for Social

 Elements of the User Interface

Key Terms and Concepts

Social Console
The Social Console is a management console. Social media managers use it to configure search terms for
adapters that are used to monitor various social media sites such as Twitter, YouTube, and Facebook. Adapters
are also available to conduct web searches using search engines.
Social media managers review the results of these searches from the Social Inbox and harvest content for the
knowledge base by creating articles. They can also create activities for items that need further action from
agents. New messages and videos can also be published to Twitter, YouTube, and Facebook from here.

Adapters
Adapters are used to interact with external websites to run searches, post messages, etc. An adapter is configured
for each search engine and social media network to be monitored.

Searches
Searches are configured for searching various social media outlets. Searches can be configured to monitor
Twitter, YouTube, and Facebook. You can also choose to monitor the web in general using search engines.
Searches can be run manually or automatically (by the Search Service) at defined times, and the search results
are displayed in the Social Inbox.

Settings for Social

Make sure that the following partition and department level settings are configured properly. For more
information about these settings, see eGain Administrator’s Guide to Administration Console.

Social Response Settings

These settings are available at the partition level.
 Number of new social activities to post
 Number of retry social activities to post
 Social response service failover delay
 Frequency to post social activities
 Number of parallel post processes for social activities

11 eGain Social Media Manager’s Guide

 Social Search Settings
These settings are available at the partition level.
 Expiry duration for social media hits
 Frequency of deletion of expired social activities
 Expiry duration for follow up activities
 Frequency of deletion of expired social follow up activities
 Social search service failover delay
 Frequency to retrieve social media hits
 Expiry duration for social search lock
 Maximum failure count allowed for searches

Social Rules Settings

 Social rules service failover delay
 Social rules service batch size
 Social rules service maximum delay in seconds

Common Settings
These settings are available at the department level.
 Chat entry point
 Self service portal
 External URL
 Number of results to display per page

Services for Social

Make sure the following services in the System Console are configured properly and are running. For details on
setting up these services, see eGain Administrator’s Guide to System Console.
 Social Search
 Social Rules
 Social Response

Services for Social 12

Elements of the User Interface
The Social Console has two main elements:
1. Console Toolbar
2. List View for inbox, adapters, and searches
The other important functional area is the Dashboard section where trending information is displayed.
Screens that are used to configure settings and adapters open in new windows.

Console Toolbar
The console toolbar helps you perform general tasks in the console. You can:

Use To

Navigate to other consoles.

Consoles button This button is not displayed if you have access only to the Social Console.

Dashboard button Open the Dashboard screen. On this screen you can view the social trend reports.

Inbox button View the Social Inbox where all search results are displayed.

Searches button Open the Searches screen. On this screen you can view, create, edit, and delete searches.

Post button Open the Post window. From this window you can post messages to Twitter and Facebook and videos
to YouTube.

Analytics button Launch Excel to view analytics for Social. You need to have configured the Analytics Server settings
and installed the XL plug-in on your desktop for this to work. Use the Help available in the Excel to
understand the dashboard available for social.

Options button Open the Options window.

On this screen, you can configure adapters, dashboard settings, and social quick links.

Logout button Log out of the application.

Help button View the Social Console Help.

List View
The inbox, adapters, and searches screens present a list view. The list view can be customized by adding or
removing columns or by changing the sorting order.
From the List view, you can:

13 eGain Social Media Manager’s Guide

  Change the items included in the list view (page 14)
 Filter the search results (page 53)

Important: Changes made to the list view are not saved. When you move away from the page and
come back to it, the default view is used.

Common Tasks for Changing List View

Changing Sort Order

To change the sort order:
1. Click on the arrow at the end of a column.
2. From the menu, click the Sort Ascending or Sort Descending options to change the sort order.

Change the sort order

Adding or Removing Columns

To add or remove columns from the list view:

1. Click on the arrow at the end of a column.

Elements of the User Interface 14

 2. From the menu, go to Columns and add or remove the columns from the list view.

Add or remove columns

15 eGain Social Media Manager’s Guide

 Getting
Started
 Preparing to Configure Social

 Configuring Objects in Social

 Test Mode
Preparing to Configure Social
1. Make a list of the networks you want to monitor. You can monitor social networking sites such as Twitter
and Facebook. You can monitor YouTube for videos and comments of interest. You can also choose to
monitor the web in general using search engines.
2. Make a list of the search terms you want to use to monitor the web and the social networks.
3. Configure YouTube, Facebook, and Twitter accounts. These accounts are needed to monitor the social
networks and to post messages or videos.
4. Configure accounts on Facebook and Twitter for use during test mode. See “Test Mode” on page 18 for
details about test mode.
5. Configure the chat and self-service URLs. Configure the chat entry point from the Administration Console
and the self-service portal from the Knowledge Base Console.
6. Configure adapters. Adapters are created for all the channels that are available for monitoring. You need to
configure certain settings before you can start using the adapters.
7. Configure settings.
8. Configure searches for each channel that you want to monitor.
9. View search results in the Social Inbox. Once the searches are configured and run, the results can be viewed
from the Social Inbox.
10. Create cases for the results from the social networks that need a response.
11. If you would like to include invitations to chat with agents in your updates or tweets, configure the chat
entry points from the Administration Console. For details, see eGain Administrator’s Guide to Chat and
Collaboration Resources.
12. If you would like to include links to a self-service portal in your updates or tweets, configure self-service
portals from the Knowledge Base Console. For details, see eGain Author’s Guide to Knowledge Portals.
13. Create Social Workflows from the Administration Console to route social activities to queues and users. For
details, see eGain Administrator’s Guide to Routing and Workflows.
14. Suggest articles for the search results that have content which can become a part of the Knowledge Base.
15. Publish content on the various networks such as YouTube, Facebook, and Twitter.

Configuring Objects in Social

1. Configure adapters (page 26) for all the channels that you want to monitor.
2. Configure settings (page 19).
3. Configure searches (page 40) for each channel that you want to monitor.

17 eGain Social Media Manager’s Guide

Test Mode
Test mode allows to you test your Facebook and Twitter adapters and configurations before you start posting
content to these social networking sites.

Important: Test mode is not available for YouTube. Videos can still be posted as “private” to
achieve the same effect.

By default, test mode is on, but you need to configure the Twitter and Facebook IDs to which you want to post
the test data. If no values are set for these settings, all the responses and messages posted to Facebook and
Twitter are sent to the Exception Queue.

Enabling Test Mode

You will need access to the Administration console at the Partition level to properly configure test mode. For
more information on how to configure test mode, refer to the eGain Administrator’s Guide to Administration
Console. Before you begin this task, make sure you have created test accounts on Twitter and Facebook.

Disabling Test Mode

When the application is installed, all adapters are configured in test mode. This prevents users from posting test
data to live social media accounts. When you are ready to go live, you must turn off the test mode.
You need access to the Administration console at the Partition level to properly configure test mode. For more
information on how to disable test mode, refer to the eGain Administrator’s Guide to Administration Console.

Test Mode 18
 Settings

 Configuring Links

 Configuring Dashboard Settings

Configuring Links
Links allow you to create predefined URL definitions for use in posts and messages. Before you can configure
links, you need to configure the following objects in the system:
 Chat entry point from the Administration Console. For details about creating chat entry points, see eGain
Administrator’s Guide to Chat and Collaboration Resources.
 Self-service portal from the KB Console. For details about configuring the self-service portal, see eGain
Author’s Guide to Knowledge Portals.

Important: These links can also be configured from the Settings node in the Administration
Console.

To configure links:
1. In the Social Console toolbar, click the Options button.
2. In the Settings window, on the Settings tab, in the Social Quick Links section, set the following:
 Chat Entry Point: Provide the link for the chat entry point.
 Self Service Portal: Provide the customer link for the portal URL.
 External URL: Provide any URL that is externally available to users.

Configure links

3. Click the Save button.

Settings 20
Configuring Dashboard Settings

Important: These settings can also be configured from the Settings node in the Administration
Console.

To configure dashboard settings:

1. In the Social Console toolbar, click the Options button.
2. In the Settings window, on the settings tab, in the Social Dashboard Settings section, set the following:
 Expiry Duration For Social Media Hits: Specify the number of days after which the search results
will be deleted from the Social Inbox. The options available are: 30 days, 60 days, and 90 days.
 Number of Results To Display Per Page: Specify the number of search results to be displayed per
page. You need to log out and log back in for the changes to take effect.

Configure social dashboard settings

3. Click the Save button.

21 eGain Social Media Manager’s Guide

 Dashboard

 About Dashboard

 Viewing Search Results Statistics

 Viewing Response Statistics

About Dashboard
The Dashboard screen provides an overview of the search results and breakdown of the sentiment of posts and
messages for the last 14 days. It also displays the number of messages that were posted in the last 14 days to
social networks, such as Twitter, Facebook, and YouTube.

Sample dashboard

Viewing Search Results Statistics

In the Incoming section of the Dashboard screen you can see search statistics such as number of search results
returned in the last 14 days, actions taken for those results, and the sentiment of the search results.

To view the search results statistics:

1. In the Social Console toolbar, click the Dashboard button.
2. In the Incoming section, you can view:
 Total Received: The total number of search results returned in the last 14 days.
 Action Taken: The number of results for which some action was taken. An activity may have been
created, or an article added to the KB.
 No action taken: The number of results for which no action was taken.
 Trend chart: A chart that displays the sentiment trend of the search results, that is how many search
results had positive, negative, or neutral sentiment. Place your cursor over the different elements on the
chart to view additional details. A table containing the same information is also presented.
 Table: A table that presents a breakdown of the information for each search term by sentiment. The
following information is displayed:

23 eGain Social Media Manager’s Guide

  Search term: The search term used to run the search.
 Positive: Number of positive results returned for the search term. The deleted search terms are
marked with “*”.
 Neutral: Number of neutral results returned for the search term.
 Negative: Number of negative results returned for the search term.
 Total: Total number of search results returned for a search term.

Sample search result statistics

Viewing Response Statistics

In the Outgoing section of the Dashboard screen you can see statistics for messages posted to Twitter and
Facebook, and videos posted to YouTube. This includes new messages and responses to messages returned by
searches. Statistics for the last 14 days are presented.

To view the response statistics:

1. In the Social Console toolbar, click the Dashboard button.
2. In the Outgoing section, you can view the following details:
 Total Sent: Total number of messages posted to Twitter, YouTube, and Facebook.
 New: Number of new messages posted to Twitter, YouTube, and Facebook.
 Response: Number of responses posted to Twitter, YouTube, and Facebook.
 Social Responses chart: A chart that displays the trend of the messages posted to social networks, that
is how many messages were posted to Twitter, YouTube, and Facebook and out of those how many were
responses to a message and how many were new posts. Place your cursor over the different elements on
the chart to view additional details. A table containing the same information is also presented.

Dashboard 24
  Table: A table that presents a break down, by social network, of messages posted. The following
information is displayed:
 Sent To: The social network to which the message was posted.
 New: Out of all messages posted, the number of messages that were new posts.
 Response: Out of all messages posted, the number of messages that were responses to posts.
 Total: Total number of messages posted.

Sample response statistics

25 eGain Social Media Manager’s Guide

 Adapters

 About Adapters

 Configuring Search and Post Adapters for Facebook

 Configuring Search and Post Adapters for Twitter

 Configuring Search and Post Adapters for YouTube

 Configuring Web Search Adapters

 Configuring the Sentiment Analysis Adapter

 Configuring Forum Adapters

 Changing the Status of Adapters

 Deleting Adapters
About Adapters
Adapters are used to interact with external websites to run searches, post messages, etc. An adapter is configured
for each search engine and social media network to be monitored.
There are adapters for each type that already have most of their properties configured. If you wish to use the pre-
made adapters, you need to edit some of the properties prior to use. Additionally, you can create new adapters.
The following types of adapters are available for creation and customization with eGain Social:
 Search
 Analysis
 Post
 Forum

Search Adapters
Search adapters allow social managers to create searches that can pull various posts, videos, and data from the
social networks and place the search results in the Social Inbox. You can create or edit the following search
adapters:
 Facebook (page 28)
 Twitter (page 30)
 YouTube (page 32)
 Web Search (page 34)

Analysis Adapters
This type of adapter is used to analyze the sentiment of the search results returned by the various searches
configured in the system. An analysis adapter is already available for customization as:
 eGain Sentiment Analyzer (page 36)

Post Adapters:
Post adapters allow social managers to post content directly to the business's page on the social networks via the
Social Console. They also allow social agents to comment and reply to any messages left by other users on the
same post through the Advisor Desktop.

Important: In order for agents to respond to social activities, post adapters must be configured
for each social network. All posts through the Advisor Desktop will appear as posts made by
the user account that is configured for the post adapter.

27 eGain Social Media Manager’s Guide

 Post adapters fetch the replies to posts and private messages in order to create activities within the application.
Post adapters are also eligible for use as Start nodes when creating Social workflows. Post adapters available for
creation and customization include:
 Facebook Post (page 28)
 Twitter Post (page 30)
 YouTube Post (page 32)

Forum Adapters
A forum adapter needs to be configured if you want to use Community as part of the self-service portal. A forum
adapter is already available for customization under the name:
 Community (page 37)

View the list of adapters

Configuring Search and Post Adapters for Facebook

Before configuring Facebook adapters, create Facebook accounts to be used for the adapters. You will need the
Facebook user ID and password to create the adapter.

To configure a Facebook search or post adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the Facebook adapter and click the Edit button.

Adapters 28
 3. In the New Adapter or Configure window, set the following:
 Name: Provide a name for the adapter.
 Description: Provide a brief description.
 Type: From the dropdown list, select one of the following:
 Search-Facebook
 Post-Facebook

Sample Facebook adapter

The screen refreshes to display additional fields specific to either the post or search adapter.
 Profile Renderer: From the dropdown list, select facebookprofile.jsp.
 Status: To enable the adapter set the value to Active.
 URL: The URL for the Facebook search adapter is set to http://www.facebook.com/ and should
not be changed.
 Maximum number of results to fetch: Provide the maximum number of results to be returned by the
search. Minimum value can be set to 1 and maximum value can be set to 100. This option is available
only for Search-Facebook type of adapter.
 Application Id: This value is set automatically and cannot be changed.
If Search-Facebook has been selected, once the necessary fields have been completed, skip to Step 10.
4. Click the Generate button to generate the access key.

Generate the Access Key

5. On the Facebook page that opens, provide the details of the Facebook account that you want to use to post
messages on Facebook.

29 eGain Social Media Manager’s Guide

 6. Click the Login button.

Important: The username and password of the Facebook account are not stored within the eGain
application.

7. When the access is successfully granted, a Success page is displayed. Copy the access key provided.
8. Return to the adapter configuration window and update the following fields:
 Access Key: Paste the access key.
 Page name: Provide the URL of the page you want to use while posting messages on the company
wall. The account used to generate the Access Key for the post adapter must be the administrator of this
page as he needs privileges to be able to post using this page name.

Important: If the password to the account used for the adapter is changed, then all tokens
generated using old credentials become invalid and must be regenerated.

9. Click the Generate button to generate the page access token.

Set the post adapter properties

10. Click the Save button.

Configuring Search and Post Adapters for Twitter

Before configuring the Twitter adapters, create Twitter accounts to be used for the adapters. You will need the
Twitter user ID and password to create the adapter.

To configure a Twitter search or post adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the Twitter adapter and click the Edit button.
3. In the Configure or the New Adapter window, set the following:
 Name: Provide a name for the adapter.

Adapters 30
  Description: Provide a brief description.
 Type: From the dropdown list, select one of the following:
 Post-Twitter
 Search-Twitter
The screen refreshes to display additional fields specific to either the post or search adapter.
 Profile Renderer: From the dropdown list, select twitterprofile.jsp.
 Status: To enable the adapter, set the value to Active.
 User ID: Provide the Twitter user ID you will use for posting messages to Twitter. This option is
available only for Post-Twitter type of adapter.
 Consumer Key: This value is set automatically and should not be changed.
 Consumer Secret: This value is set automatically and should not be changed.
4. Click the Generate button.

Sample Twitter adapter

5. On the Twitter page that opens, provide the details of the Twitter account that you want to use to post or
search for messages on Twitter.
6. Click the Authorize app button.

31 eGain Social Media Manager’s Guide

 7. When the access is successfully granted, a PIN is provided on the Twitter web page. Copy the PIN.
8. Return to the adapter configuration window and update the following fields:
 Please allow access to Twitter account. Copy pin number from popup window and click on Get
access token button: Paste the PIN.
9. Click the Get Access Token button and review the following fields:

Click the Get Access Token button

 Access Key: This values is generated automatically and should not be changed.
 Access Secret: This value is generated automatically and should not be changed.
 Maximum number of results to fetch: Provide the maximum number of results to be returned by the
search. Minimum value can be set to 1 and maximum value can be set to 100. This option is available
only for Search-Twitter type of adapter.

Set the search results setting

10. Click the Save button.

Configuring Search and Post Adapters for YouTube

Before configuring YouTube adapters, create YouTube accounts to be used for the adapters. You will need the
YouTube user ID and password to create a post adapter.

To configure a YouTube search or post adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the YouTube adapter and click the Edit button.
3. In the New Adapter or Configure window, set the following:
 Name: Provide a name for the adapter.
 Description: Provide a brief description.
 Type: From the dropdown list, select one of the following:

Adapters 32
  Search-YouTube
 Post-YouTube

Sample YouTube adapter

The screen refreshes to display additional fields specific to either the post or search adapter.
 Profile Renderer: From the dropdown list, select youtubeprofile.jsp.
 Status: To enable the adapter set the value to Active.
 API Key: This value is set automatically and should not be changed.
 Maximum Number Of Results To Fetch: Provide the maximum number of results to be returned by
the search. The minimum value can be set to 1 and maximum value can be set to 50. This option is
available only for Search-YouTube type of adapter.
 YouTube User Name: Provide the user name of the account you would like to be connected to the
YouTube search. All the comments by this account will not be fetched. Not required. This is only
available for the Search-YouTube type of adapter.
 Client ID: This value is set automatically and should not be changed.
 Client Secret: This value is set automatically and should not be changed.
 Redirect URI: This value is set automatically and should not be changed.
4. Click the Generate button to generate the access key.

Set the adapter properties

33 eGain Social Media Manager’s Guide

 5. On the page that opens, provide the details of the YouTube account that you will be using. If you have more
than one YouTube channel attached to the account, you need to select the preferred channel before
proceeding.
6. On the next page, click the Accept button.
7. When access is successfully granted, an Authorization Code is provided on the following page. Copy the
code.
8. Return to the adapter configuration window and update the following fields:
 Authorization Code: Paste the Authorization Code.
9. Click the Get Access Token button and review the following fields:
 Access Token: The value is generated automatically and should not be changed.
 Refresh Token: The value is generated automatically and should not be changed.
 YouTube Channel: This value is generated automatically based on the authorization process performed
when generating the necessary Authorization Code.

Set the post adapter properties

10. Click the Save button.

Configuring Web Search Adapters

Web search adapters use the Google custom search API. To configure this search, you need a Gmail account,
which you will then use to generate the API key and to configure your Custom Search Engine.
Go through Google documentation to plan the features of the custom search you want to use.

To configure a web search adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the adapter and click the Edit button.
3. In the Adapter Information window, set the following:
 Name: Provide a name for the adapter.
 Description: Provide a brief description.
 Type: From the dropdown list, select Search-Web.

Adapters 34
 The screen refreshes to display additional fields.
 Profile Renderer: Ignore this field.
 Status: To enable the adapter set the value to Active.
 URL: The value in this field is populated automatically. It is not recommended that this field be edited
without consulting your administrator.
 API Key: Generate the API key. To do this, perform the following:
i. Go to http://code.google.com/apis/console.
ii. Authenticate yourself with a Gmail account.
iii. Under the APIs & auth section of the sidebar, click APIs.
iv. Scroll down to the Custom Search API option and select it.
v. On the page that opens, enable the Custom Search API.
vi. Under the APIs & auth section of the sidebar, click Credentials.
vii. Under the Public API access option, click Create new Key.
viii. Select the Server Key option.
ix. Enter the external IP of application servers (Comma separated). If internet access is given through
proxy, then enter the external IP of proxy server.
x. Copy the API key into the field on the Web Search Adapter screen.
 Engine ID: Create a custom search engine. To do so, perform the following:
i. Go to http://www.google.com/cse/.
ii. Follow the instructions on the page to create a new search engine and click the Create button.
iii. Click the Control Panel button to modify your search engine.
iv. Under the Basics tab, click the Sites to Search dropdown and select the Search entire web but
emphasize included sites option.
v. Click the Search engine ID button.
vi. Copy the Engine ID into the field on the Web Search Adapter screen.

35 eGain Social Media Manager’s Guide

  Maximum Number Of Results To Fetch: Provide the maximum number of results to be returned by
the search. Maximum results allowed are 100.

Sample web search adapter

4. Click the Save button.

Configuring the Sentiment Analysis Adapter

This adapter is used to analyze the sentiment of the search results returned by the various searches configured in
the system. The search results are categorized as positive, negative, or neutral. Before configuring this adapter,
contact eGain to get the eGain Sentiment Analyzer URL and the Customer Key.

To configure the sentiment analysis adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the sentiment analysis adapter and click the Edit button.
3. In the New Adapter or Configure window, set the following:
 eGain Sentiment Analyzer URL: Provide the URL for the Sentiment Analyzer. If you are editing the
system provided adapter for the first time, you must set this value before you can use this adapter.
Contact eGain to get the URL.

Adapters 36
  Customer Key: Provide the API Key for the adapter. If you are editing the system provided adapter for
the first time, you must set this value before you can use this adapter. Contact eGain to get the customer
key.
 Status: To enable the adapter set the value to Active.
The provide the following fields for new adapters. These fields cannot be edited when configuring the
default adapter:
 Name: Name for the adapter.
 Description: A description of the adapter.
 Type: This is set to Analysis.
 Profile Renderer: This field is not in use.

Configure the Sentiment Analysis adapter

4. Click the Save button.

Configuring Forum Adapters

The forum adapter needs to be configured if you want to use Community as part of the self-service portals. For
details about portals, see the eGain Author’s Guide to Knowledge Portals.

To configure a forum adapter:

1. In the Social Console toolbar, click the Options button.

37 eGain Social Media Manager’s Guide

2. In the Options window, on the Adapters tab, click the New button. If you want to edit an existing adapter,
select the forum adapter and click the Edit button.
3. In the New Adapter or Configure window, set the following:
 Name: Provide a name for the adapter.
 Description: Provide a brief description.
 Type: From the dropdown list, select Forum.
The screen refreshes to display additional fields.
 Profile Renderer: Ignore this field.
 Status: To enable the adapter, set the value to Active.
 Forum URL: Provide the URL for the forum. It should be in the format
http://Application_Server_Name/Context_Root_Name/community/. The Application_Server_Name
should be the name of the designated application server that you are using for community. And,
Context_Root_Name is the context root name defined for the application. If you are editing the system
provided adapter for the first time, you must set this value before you can use this adapter.

Configure the community adapter

The following fields are for internal use only and should not be changed.
 Search Webservice
 Statistics Webservice
 Recent Topic
 Hot Topics
 Top Posters
 Forum Search
4. Click the Save button.

Adapters 38
Changing the Status of Adapters
If you wish to temporarily stop using an adapter, change its status to Inactive.

To change the status of an adapter:

1. In the Social Console toolbar, click the Options button.
2. In the Options window, from the adapters list, select the adapter you want to update.
3. Click the Edit button.
4. In the Configure window, update the value in the Status field. The options available are Active and
Inactive.
5. Click the Save button.

Deleting Adapters
If there are adapters that you've made that are no longer of value, you can delete them. However, default adapters
cannot be deleted. If you do not want to use a default adapters, you can make it inactive.

To delete an adapter:
1. In the Social Console toolbar, click the Options button.
2. In the Options window, from the adapters list, select the adapter you want to delete.
3. Click the Delete button.
4. A message appears asking to confirm the deletion. Click OK to delete the adapter.

39 eGain Social Media Manager’s Guide

 Searches

 About Searches

 Creating Web Searches

 Creating Facebook Searches

 Creating Twitter Searches

 Creating YouTube Searches

 Creating Cases for Search Results

 Editing Searches

 Running Searches

 Disabling Searches

 Deleting Searches
About Searches
Searches are configured for searching various social media outlets. Searches can be configured to monitor
Twitter, YouTube, and Facebook. You can also choose to monitor the web in general using web search adapters.
Searches can be run manually or automatically (by the Search Service) at predefined times. The search results
are displayed in the Social Inbox.

Important: Web searches are not automatically performed by the Social Search Service. These
searches must be run manually from the Searches page each time you wish to update the results.

Creating Web Searches

Web searches in the Social Console are used for general searches of the internet for business-related search
terms. Social managers can use these searches to quickly gather information and sentiment pertaining to the
business across a broad spectrum of the web. Web searches can be performed with Google or other preferred
search engines using a web search adapter (page 34).

To create a new search:

1. Click the Searches button in the Social toolbar to go to the Searches page.
2. In the Searches toolbar, click the New button.
3. In the Define a Search window, set the following:
 Name: Provide a name for the search term.
 Description: Provide a brief description.
 Status: Select Active or Inactive to change the status of the search.
 Adapter: Select web search adapter from the dropdown list. Only adapters that are in active state are
displayed here.
 Search for: Provide the search text.

41 eGain Social Media Manager’s Guide

  Advanced Filtering Options: More advanced options are available to help specify and restrict the
scope of the search. Simply follow the format for search filters provided by Google and paste them into
the Advanced Filtering Options field.

Configure searches

4. Next, define if you want to automatically create cases for the search results. For details, see “Creating Cases
for Search Results” on page 46.
5. Click the Save button.

Creating Facebook Searches

Once you have configured a search adapter for Facebook (page 42), you can create a Facebook search. This
helps managers monitor social sentiment and activity on Facebook and enables them to actively respond to the
public. Social managers are able to search Facebook for comments and activity related to their business,
including any “Unpublished Posts” that have been made for select audiences.

Facebook Unpublished Posts

Also known as “Dark Posts,” Facebook Unpublished Posts are never visually seen on the timeline of a company
Facebook page, yet they can function the same as a normal Facebook Post. Unpublished Posts can be visually
seen by a specific audience with a direct link to it, as it is still a promotable type of post. This allows advertisers
to see which posts are the most engaging and are able to test their marketing before promoting messages to a
broader audience.
Important details to note about Unpublished Posts with eGain Social:
 The Social Console does not have the option for creating Unpublished Posts on Facebook; the process of
creating Unpublished Posts is done directly on Facebook.
 Unpublished Posts can be found through searches in the Social Console. The Search Adapter pulls the
Unpublished Post comments for a single Facebook Unpublished Post and replies to Unpublished Post
comments just as it would for a normal Facebook post. The Unpublished Post results have notes in the Type
column to help social managers understand the nature of the search result.

Searches 42
  Unpublished Posts are differentiated from regular posts in the Social Inbox, but can be handled in the same
way with the same available actions.
 Unpublished Posts can appear as advertisements on a user's Facebook feed.
 Any cases created for an Unpublished Post can be followed or replied to via the Advisor Desktop.
 Replies from eGain will post directly to the Facebook Unpublished Post.
 All comments and replies will be aggregated to the same case for a single Facebook Unpublished Post.
For more information about Unpublished Posts, go here.

To create a new Facebook search:

1. Click the Searches button in the Social toolbar to go to the Searches page.
2. In the Searches toolbar, click the New button.
3. In the Define a Search window, set the following:
 Name: Provide a name for the search term.
 Description: Provide a brief description.
 Status: Select Active or Inactive to change the status of the search.
 Adapter: Select the Facebook search adapter from the dropdown list.
Only adapters that are in active state are displayed here.
 Search For: Provide the search text. There are various search options available when using Facebook:
 *: Typing an asterisk retrieves all entries from the timeline of the Facebook account registered to
the search adapter.
 Text: Searches Facebook for the given text.
 Page ID/*: Retrieves entries from the timeline of the selected page. For example: “eGain/” will
retrieve entries from the eGain page. If the page was never configured, the page ID would be a
number in the URL, for example: https://www.facebook.com/123456789.
 Page ID/unpublished: Read comments added to unpublished posts from selected page.
 Advanced Filtering Options: This field is not used in Facebook searches.

Configure searches

43 eGain Social Media Manager’s Guide

 4. Next, define if you want to automatically create cases for the search results. For details, see “Creating Cases
for Search Results” on page 46.
5. Click the Save button.

Creating Twitter Searches

Once you have configured a search adapter for Twitter (page 30), you can create a Twitter search. Twitter
searches allow social managers to quickly gather information and sentiment pertaining to the business or
competition in posts by Twitter users, such as: responses to company Twitter posts, posts made by followers of
the company Twitter account, or posts made by users that the company Twitter account is following. With this
information, social managers can use the Social Console to actively respond to the public.

Important: Smart quotes are not compatible with Social searches and may interfere with
automatic Twitter searches. Before saving a new search, verify that the search terms do not
include smart quotes.

To create a new Twitter search:

1. Click the Searches button in the Social toolbar to go to the Searches page.
2. In the Searches toolbar, click the New button.
3. In the Define a Search window, set the following:
 Name: Provide a name for the search term.
 Description: Provide a brief description.
 Status: Select Active or Inactive to change the status of the search.
 Adapter: Select the Twitter search adapter from the dropdown list. Only adapters that are in active state
are displayed here.
 Search for: Provide the search text. There are various search options available when using Twitter:
 *: Typing an asterisk retrieves all entries from the account configured for the search adapter.
 Text: Searches Twitter for the given text.
 Advanced Search Options: Twitter has numerous advanced search options to further narrow down
the results. For the list of search options and how to use them, go here. You can also use Twitter's
advanced search operators, found here.

Searches 44
  Advanced Filtering Options: This field is not used in Twitter searches.

Configure searches

4. Next, define if you want to automatically create cases for the search results. For details, see “Creating Cases
for Search Results” on page 46.
5. Click the Save button.

Creating YouTube Searches

Once you have configured a search adapter for YouTube (page 32), you can create a YouTube search. YouTube
searches allow social managers to quickly gather information about sentiment pertaining to the business, or what
company videos are trending in popularity by viewing the activity on YouTube, such as: comments on company
videos, replies to comments, total likes for a video, and total views for a video. This information allows social
managers to actively respond to the public via the Social Console.

To create a new search:

1. Click the Searches button in the Social toolbar to go to the Searches page.
2. In the Searches toolbar, click the New button.
3. In the Define a Search window, set the following:
 Name: Provide a name for the search term.
 Description: Provide a brief description.
 Status: Select Active or Inactive to change the status of the search.
 Adapter: Select the YouTube search adapter from the dropdown list. Only adapters that are in active
state are displayed here.
 Search for: Provide the search text. There are various basic search options available when using
YouTube:
 *: Typing an asterisk retrieves all videos on the account configured for the search adapter. Using
the Advanced Filtering Options is recommended when searching all videos.
 Text: Searches YouTube channels for videos that have the given text in their titles.

45 eGain Social Media Manager’s Guide

  Advanced Filtering Options: A YouTube account is not required for the search adapter, thus more
advanced options are available to help specify and restrict the scope of the search to specified websites,
channels, or keywords. The possible YouTube filters and their examples are as follows:
 Channel: "channel=channelName" Only entries that were posted in the specified YouTube channel
will be fetched.
 Categories: "categories=Film,Autos,Music,Animals" etc. Only videos in a category whose name
match the specified value will be fetched. The categories available for use are the same as those
found in the list of standard YouTube categories.
 Keywords: "keywords=keyword1,keyword2" Only videos with a keyword that matches the specified
value will be fetched.
 Order: "order=PUBLISHED" "order=UPDATED" "order=VIEW_COUNT". Videos retrieved are
sorted by published date (newest to oldest), by updated date (newest to oldest), and by view count
(most popular videos will be at the top).

Important: If using more than one filter at time, each filter must be separated with a semicolon,
for example, "channel=channelName;categories=Film,Music,Animals;order=VIEW_COUNT".

4. Next, define if you want to automatically create cases for the search results. For details, see “Creating Cases
for Search Results” on page 46.
5. Click the Save button.

Creating Cases for Search Results

Cases can be created for search results automatically, by defining rules, or manually (page 55) from the Social
Inbox. All cases are processed by Social Workflows before agents can pick them for working. For details about
creating Social Workflows, see the eGain Administrator’s Guide to Routing and Workflows.
The following tables list object wise the attributes and operators that you can use to configure the rule conditions
for creating cases automatically.

Twitter

Attribute Attribute Definition Operator Values

Following A numerical identifier of how many Twitter accounts =, !=, <,> —

are being followed by the account registered to the
search adapter.

Followers A numerical identifier of how many users are =, !=, <,> —

following the account registered to the search
adapter.

Summary The text of a Twitter post. =, Begins with, Ends with, Contains, —
Does not contain

Searches 46
 Attribute Attribute Definition Operator Values

SocialID Social ID of a social activity. =, Begins with, Ends with, Contains, —

Does not contain

Sentiment The sentiment associated with a post. =, != Positive, Negative,

Neutral

Facebook

Attribute Attribute Definition Operator Values

Likes A numerical identifier of how many 'likes' a post =, !=, <,> —

received when users clicked the Like button.

Comments A numerical identifier of how many comments were =, !=, <,> —

made on a Facebook post. This can include
comments from the post adapter.

Summary The text of a Facebook post. =, Begins with, Ends with, Contains, —
Does not contain

SocialID Social ID of a social activity. =, Begins with, Ends with, Contains, —

Does not contain

Sentiment The sentiment associated with a post. =, != Positive, Negative,

Neutral

YouTube

Attribute Attribute Definition Operator Values

Comments A numerical identifier of how many comments were =, !=, <, > —
made on a YouTube video. This can include
comments from the post adapter.

Views A numerical identifier of how many users viewed the =, !=, <, > —
YouTube video.

Sentiment The sentiment associated with the video. =, != Positive, Negative,

Neutral

Likes A numerical identifier of how many 'likes' a post =, !=, <, > —
received when users clicked the Like button for a
YouTube video.

SocialID Social ID of a social activity. =, Begins with, Ends with, Contains, —

Does not contain

Summary The text in the description of the YouTube video. =, Begins with, Ends with, Contains, —
Does not contain

Title The title of the YouTube video. =, Begins with, Ends with, Contains, —
Does not contain

Replies A numerical identifier of how many replies were =, !=, <, > —
made to comments on a YouTube video. Replies are
secondary activities to comments.

47 eGain Social Media Manager’s Guide

 Attribute Attribute Definition Operator Values

Category The category selected by the YouTube user that =, Begins with, Ends with, Contains, —
corresponds to the video, i.e. Movies, Music, Does not contain
Animals, etc.

Tags The tags associated with the video. =, Begins with, Ends with, Contains, —
Does not contain

Customer

Attribute Attribute Definition Operator Values

Level The classification level used to indicate the priority of =, != Gold, Platinum,
a customer. Premium, Silver,
Standard

FirstName First name of the customer. =, Begins with, Ends with, Contains, —
Does not contain

LastName Last name of the customer. =, Begins with, Ends with, Contains, —
Does not contain

MiddleName Middle name of the customer. =, Begins with, Ends with, Contains, —
Does not contain

Email Email address of the customer. =, Begins with, Ends with, Contains, —
Does not contain

Phone Phone number of the customer. =, Begins with, Ends with, Contains, —
Does not contain

SocialID Social ID of a social activity. =, Begins with, Ends with, Contains, —

Does not contain

Google

Attribute Attribute Definition Operator Values

Summary Text from the web search result. =, Begins with, Ends with, Contains, —
Does not contain

Sentiment Sentiment associated with the search result. =, != Positive, Negative,

Neutral

To create cases automatically:

1. Create a search.
2. Configure the conditions in which cases should be created for the search results. Select from the following
options:
 Do not create a case: Select this option if you do not want to create cases automatically for search
results. You can always select results from the Social Inbox and manually create cases for the results.
 Create a case for every post: Select this option to create cases for all the results returned by a search.
 Create a case if following condition is true: Set the conditions when cases should be created. The
objects available for setting the conditions depend on the adapter selected for the search.

Searches 48
  For Web Searches, the objects are Google and Customer.
 For YouTube, the objects are YouTube and Customer.
 For Twitter, the objects are Twitter and Customer.
 For Facebook, the objects are Facebook and Customer.
For the list of attributes and operators available for each object, see the Customer (page 48), Google
(page 48)Twitter (page 46), YouTube (page 47), and Facebook (page 47) tables.
3. After creating the condition, Click Add. Likewise, you can add more conditions. You can edit the conditions
from the textbox.
4. Click the Validate Condition button to check if the rule conditions are configured properly.

Create cases for search results

5. Click the Save button to save the search.

Editing Searches
To edit a search term:
1. Go to the Searches page.
2. From the list, select the search you want to edit.
3. Double-click the search term or click the Edit button in the toolbar.
4. In the Edit Search window, update the search properties. For details, see “Creating Web Searches” on
page 41.

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Running Searches
A search service runs periodically and all the searches configured in the Social Console are run to get the latest
search results. However, you can run the searches manually to see the latest results.

Important: Web searches are not automatically performed by the Social Search Service. Run this
search manually whenever you wish to update the results.

To run a search:
1. Go to the Searches page.
2. From the list, select the search term for which you want to run a search.
3. In the toolbar, click the Run Search button.

Disabling Searches
If you do not wish to use a search without deleting it, or if you do not wish to use a default search, you can
disable it.

To disable a search:
1. Go to the Searches page.
2. From the list, select the searches you want to disable.
3. In the toolbar, click the De-Activate button.
4. To activate the search again, select the search and click the Activate button.

Deleting Searches
When a search term is deleted, all the search results related to the term are deleted automatically with the
exception of the results for which a case has been created or an article has been suggested.
If you want to temporarily stop the search from running, you can disable the search.

To delete a search term:

1. Go to the Searches page.
2. From the list, select the search you want to delete.
3. In the toolbar, click the Delete button.
4. A message appears asking you to confirm the deletion. Click OK to delete the search.

Searches 50
 Social Inbox

 About the Social Inbox

 Filtering Search Results

 Suggesting Articles

 Creating Cases

 Viewing Search Result Details

 Deleting Search Results

 Changing Sentiment of Search Results

 Viewing Sent Items

About the Social Inbox
The Social Inbox displays the search results and the responses posted to the social sites. The search results are
displayed under the Inbox tab. Here, you can create cases for posts that need a response and articles from where
content can be harvested for the Knowledge Base. The list of responses posted from the Advisor Desktop and the
content posted from the Social Console can be viewed from the Sent tab in the Inbox.
The following information is displayed in the Inbox:
 Network: The network from where the search results are fetched, such as Twitter, Facebook, or YouTube.
 Posted On: The date on which the search result was returned. For search results from Facebook and Twitter,
it is the date on which the message was posted on the social network. For YouTube search results, it is the
date on which the video is uploaded.
 Summary: A summary of the search result with a link to the actual post on the web site. In the case of
Twitter or Facebook, it includes a link to the profile page of the user who has posted the message. If the
result is from YouTube, it includes an excerpt of the description and a link to the video.
 Type: Type of search result, such as:
 Facebook: Post, Comment, Reply to comment, or Private Message
 YouTube: Video, Comment, or Reply to comment
 Twitter: Tweet, Retweet, or Direct Message
 Web: Search results
 Sentiment: This tells if the sentiment of the search result is Positive , Negative , or Neutral . The
sentiment can be manually adjusted, or an established Sentiment Analysis Adapter can automatically display
the sentiment associated with the results here.
 Score: This field is applicable only for Facebook, YouTube, and Twitter search results. This field displays
the following:
 Facebook: The number of likes and comments for the post.
 Twitter: The number of people the person is following and the number of followers he has.
 YouTube: The total number of views and comments the video has received.
 Article: Displays the ID of the article if an article has been suggested for the post.

Social Inbox 52
  Activity: Displays the activity ID if an activity has been created for the post.

View the search results

Filtering Search Results

The search results displayed in the Social Inbox can be filtered on date, sentiment, action taken, post type,
searches and search status.

To filter search results:

1. In the Social Inbox, under the Refine Search section, select one or all the options to filter the search results:
 Date: Select from Today, Last 7 days, Month to date, Year to date, and Specific date rage options.
 Sentiment: Select one or all of the following: Negative, Positive, and Neutral.
 Action Taken: Select one or all of the following: No action taken, Case created, and Article submitted.
 Post Type: Select from Replies and Private.
 Searches: Select the search terms for which you want to filter the results.
 Search Status: Select from Read, Unread, and Error.

53 eGain Social Media Manager’s Guide

 2. Click the Apply button to filter the results based on the selected criteria. After you are done, remove the
filter by clicking the Clear button.

Filter search results

Suggesting Articles
You can create draft articles in the Knowledge Base (KB) using content captured though the search results. The
articles appear as suggestions in the KB Console and can be reviewed and edited by KB authors and made part
of the company’s knowledge base. When an article is suggested, the title is saved as the name of the article, the
URL is saved as the description, and the summary is saved as the content.

To suggest an article:
 In the Social Inbox, select a search result and do one of the following:
 Right-click the search result and from the menu select Suggest Article.
 In the Social Inbox toolbar, click the Suggest Article button.

Social Inbox 54
  To edit the content of the article before suggesting, click the Edit button in the Social Inbox toolbar. In
the Edit window, change the Title. URL, and Summary details and in the Create As field select,
Article. Click the Save button.

Suggest an article

In the Inbox, the article ID is shown against the search result to indicate that an article has been created for
the result. Only one article can be created for a search result.

Creating Cases
Cases can be created for search results that need a response or some other action to be taken. Agents complete
these tasks by responding to customers from the Advisor Desktop. Replies to customer queries cannot be sent
from the Social Console.

To create a case:
 In the Social Inbox, select a search result and do one of the following:
 Right-click the search result and from the menu select Create Case.
 In the Social Inbox toolbar, click the Create Case button.

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  To edit the content before creating a case, click the Edit button in the Social Inbox toolbar. In the Edit
window, change the title, URL, and summary details and in the Create As field select, Case. Click the
Save button.

Create a case

In the Inbox, the activity ID is shown against the search result to indicate that an activity has been created
for the result. Only one activity can be created for a search result.

Viewing Search Result Details

Details, such as the Twitter profile, web page details, and the cases and articles created for the search results can
be viewed by double-clicking a search result in the Social Inbox.

To view the search results details:

1. In the Social Inbox, select the search result which you want to view the details by double-clicking the result
or clicking the associated URL link.
2. In the new window that opens you can view the following details:
 Details of the website, YouTube video, Facebook post, or Twitter post. This includes:
 Profile name
 Total likes
 Post content
 Messages
 Comment details, which can include the comment, replies to the comment, and images
 Images

Social Inbox 56
  Video

View the profile

 List of cases and activities created for the search results. The following details are displayed:
 Case ID
 Status
 Created On
 Activities
 Modified On
 List of activities, with information such as type, created on, subject, and status of the activity.

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  Details of the activity, such as the activity ID and the content of the activity.

Sample case details

 Details of the article created for the search result. The following information is displayed:
 Article ID
 Name
 Status
 Created On
 Last Modified
 Content

Sample article details

Social Inbox 58
Deleting Search Results
When the Social Search Service is running, results older than 30 days are deleted automatically from the system.
You can change the number of days using the Expiry duration for social media hits setting (page 21). You can
also delete the search results manually from the Social Console.

To delete a search result:

1. In the Social Inbox, select one or more search results and do one of the following:
 Right-click the search result and from the menu select Delete.
 In the Social Inbox toolbar, click the Delete button.
2. A message appears asking to confirm the deletion. Click OK to delete the search result.

Changing Sentiment of Search Results

Sentiment of search results can be changed from the Social Console by the Social Managers, and from the
Advisor Desktop by agents who are assigned the Change Sentiment action.

To change the sentiment of search results:

 In the Social Inbox, select a search result and do one of the following:
 Right-click the search result and from the menu select Change Sentiment and then the new sentiment
for the post. Options available are: Mark as Positive, Mark as Negative, Mark as Neutral.
 Click in the Sentiment field for the search result and select the new sentiment from the dropdown list.
Options available are: Positive , Negative , Neutral .
The new sentiment is reflected in the Social Inbox. If an activity is already created for this search result, the
new sentiment is reflected in the Advisor Desktop. Likewise, when an agent changes the sentiment of an
activity from the Advisor Desktop, the change is reflected in the Social Console.

Viewing Sent Items

Messages posted to Twitter and Facebook, and videos posted to YouTube are displayed in the Sent tab of the
Social Inbox. It displays both the messages published from the Social Console and the responses posted from the
Advisor Desktop.

To view the responses posted to Twitter, YouTube, and Facebook:

1. In the Social Inbox, go to the Sent tab. Here you will see the following details:
 Activity type: If it is a Twitter activity, YouTube activity, or Facebook activity.
 Activity ID: The activity ID associated with the response.
 Created On: The date and time when the activity was created.
 Content: The content of the post.

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2. To view more details about the post, double-click the post. In the new window that opens, you can view the
following details.
 The case details, such as, the case ID, status of the case, activities in the case, the date when the case
was created, and the last modified date for the case.
 The list of activities associated with the case, and information such as, the type of activity, the date
when the activity was created, the subject of the activity, and the status of the activity.
 Details of the activities. This information varies based on the type of activity you select in the activities
list.
3. You can filter the sent items by using one of the following options under the Refine Search section:
 Date: Select from Today, Last 7 days, Month to date, Year to date, and Specific date rage options.
 Sent From: Select from Twitter Post, YouTube Post, Facebook Post, or any user created post.
Click the Apply button to filter the items based on the selected criteria. After you are done, remove the filter
by clicking the Clear button.

View the sent items

Social Inbox 60
 Posting Content

 Posting Facebook Content

 Posting Twitter Content

 Posting YouTube Content

 One of the numerous benefits of using the Social Console for managing activity on social networks is that the
tools are not limited to only search-functionality. You can also proactively publish on social networks to initiate
conversations with customers, offer promotions, etc. These posts can be simple text-only messages on a user's
wall, or they can include multi-media content, such as videos and photos.
Posts and their activity can be managed by Viewing Sent Items in the Social Inbox. Additional comments and
responses can be performed through the Advisor Desktop.
The networks to which you can use the Social Console to post content include:
 Facebook
 Twitter
 YouTube
Once a post has been made, other users can comment and reply to the post. In addition to comments and replies
from other users, social agents can do the same via the Advisor Desktop as long as a post adapter has been
established. For more information about adapters, see “Adapters” on page 26.

Posting Facebook Content

Messages posted to Facebook are posted onto the company wall. These messages can be text-only or can include
media like photos and videos.

To post new Facebook messages:

1. In the Social Console toolbar, click the Post button.
2. In the Post window, do the following:
 Select the Facebook post adapter you want to use to post a message. You can select more than one
adapter for Facebook posts, which can operate alongside YouTube adapters as well.
 Title: Type a subject for the post.
 Post to Company wall: Select this option to post a message to a company wall. This option is available
only for Facebook posts.
 Company Name: Provide the name of the company for which you are posting the message. Your
message will get posted to the company wall only if you have the appropriate permissions in Facebook.
 Content: Type the content. The maximum number of characters allowed is 8000.
 Use the Insert Links button to use the pre-configured URLs in the posts.
 Use the Attach a Photo or Video button to upload photos and videos along with your post.
 You can post both videos and photos on Facebook. The maximum size allowed for videos and
photos on Facebook is 100 megabytes.
 If both the Facebook and Twitter adapters are selected, only photos can be posted.
 Use the Add KB Article button to access the self-service portal and add links to specific articles in the
post. This button is available only if the Configure Solutions option is configured for the Social queue.
To learn more about configuring solutions, see the eGain Author’s Guide to Knowledge Base.

Posting Content 62
  Use the Shorten URL button to shorten the lengthy and URLs added in your post. This may be
necessary if the URL uses up too many characters.

Post messages to Facebook

3. Click the Publish button.

Posting Twitter Content

Messages posted to Twitter are “tweets” posted under the company profile. These messages can be text-only or
can include photos.

To post new Twitter messages:

1. In the Social Console toolbar, click the Post button.
2. In the Post window, do the following:
 Select the Twitter post adapter you want to use to post a message. More than one Twitter adapter can be
selected, but they cannot operate alongside YouTube adapters.
 Title: Type a subject for the post.
 Content: Type the content. The maximum number of characters allowed is 140.

 Use the Insert Links button to use the pre-configured URLs in the posts.

 Use the Attach a Photo or Video button to upload photos to your post. Twitter does not
support videos.
If both the Facebook and Twitter adapters are selected, only photos can be posted. The maximum size
allowed for photos on Twitter is 100 megabytes.
 Use the Add KB Article button to access the self-service portal and add links to specific articles in
the post. This button is available only if the Configure Solutions option is configured for the Social

63 eGain Social Media Manager’s Guide

 queue. To learn more about configuring solutions, see the eGain Author’s Guide to Knowledge
Base.
 Use the Shorten URL button to shorten the lengthy and URLs added in your post. This may be
necessary if the URL uses up too many characters.
 Follow this post: Select this option to monitor responses to your post on Twitter.

Post messages to Twitter

3. Click the Publish button.

Posting YouTube Content

Posts on YouTube are done on the company channel. The posts must have a video; text descriptions are optional.

To post new YouTube videos:

1. In the Social Console toolbar, click the Post button.
2. In the Post window, do the following:
 Select the YouTube post adapter you want to use to post a video. You can select more than one adapter
for YouTube posts, which can operate alongside Facebook adapters as well.
 Title: Type a subject for the post.
 Tags: Assign tags to help improve your video’s search effectiveness.
 Content: Type the content you wish to accompany the video. The maximum number of characters
allowed is 500.

 Use the Insert Links button to use the pre-configured URLs in the posts.

 Use the Attach a Photo or Video button to select the video you wish to upload. This step is
required for YouTube posts; the maximum file size for YouTube uploads is 2 GB.

Posting Content 64
  Use the Add KB Article button to access the self-service portal and add links to specific articles in
the post. This button is available only if the Configure Solutions option is configured for the Social
queue. To learn more about configuring solutions, see the eGain Author’s Guide to Knowledge
Base.
 Use the Shorten URL button to shorten the lengthy and URLs added in your post. This may be
necessary if the URL uses up too many characters.
 Follow this post: Select this option to monitor responses to your post on YouTube.

Post videos on YouTube

 Post as private on YouTube: Select this option to prevent the video from being seen or public on
YouTube.

Important: Since Test Mode is not available for YouTube post-adapters, private posts are a
recommended alternative.

3. Click the Publish button.

65 eGain Social Media Manager’s Guide