Learn more about the Marketing Cloud product at p.force.com/marketingcloud.

1. Social Studio Product Update
Partner Office Hours
Dec 15, 2015
Luke Ball
Senior Director of Product Management
@holidomelarry

2. Marketing
Sales
Customer
Service
Legal
Enterprise
Social
The State of Social Marketing Has Evolved
2006 Today
Agency
Owns Social
PR Dept.
Adopts
Social
Marketing
Adopts, and
Social Care
emerges
Hub &
Spoke
Dominant

3. Best in Class Brands Are Focused on Three Key Strategies
​ Social Plays a Strategic Role in a Customer Centric World
The Social Team Evolves
From Execution to Leading
Strategy, Governance, &
Technology
Connecting Social to the
Broader Business
Marketing, Sales, Service &
Measurement
Ensuring Brand Relevance
Leverage Paid & New
Content Forms In A Content
Rich World.

4. Listen
Real-time insights from
the social web
Analyze
Report on performance
and ROI
Engage
Connect real time with
customers at scale
Publish
Plan, collaborate and
share content across
teams
Advertise
Connect social
advertising with social
marketing
3RD PARTY APPLICATIONS

5. Key Product Themes
Delight the Social Marketer
Connect Social Marketers
& Media Buyers Social in the Customer Journey
Deepen Social Customer CareReinvent Data Intelligence

6. May ‘14 Jun ’14 Aug ’14 Nov ’14 Feb ’15 Apr ’15
Publish Launch Social Studio
Scheduling+ calendar
Content Apps
Mobile Calendar
Mass Account Publishing
Content Sharing
Mobile Approvals
LinkedIn
Mobile Analytics
Inline Image Editing
Publish Macros
Premium Apps
YouTube & Google+
Web Analytics
Salesforce Files App
RSS Feed App
Engage Owned account
engagement
Mobile engagement
Listening Stacks
Twitter Profiles
FB Conv. Threading
Inline Actions
Inline Images
Send to Salesforce
Unpublished Page Post
Keyword Group Filters
Inline Notes / Labels
Mobile Macros
Advanced Filters LinkedIn
Real-time Collaboration
Filter by Date Range
Oldest Posts First
Analyze Mobile Quick Search Social Listening Dashboard
Twitter Dashboard
Mobile Dashboards
Topic Profile Management
Zoom-in Analysis
Facebook + LinkedIn
Dashboards
Source Group Mgmt
1-Day Date Range
Google+ Dashboard
Care Moderation in Service
Cloud
Quick Replies
Google+ and Weibo Broad Listening
More Feed Actions
Enhanced Send
to SFDC Macros
GA
Key Features By Release
Massive Payload of features in the past year
Publish
Engage
Analyze
Care

7. Uncover Insight From Social Listening
Explore Workbenches in Analyze (BETA)
​ More power and flexibility for users of all
types: analysts, marketers and beyond.
• Slice and dice data by combining multiple
segmentation types: keyword groups, media types,
sentiment, language, and region.
• Compare your data side by side to surface trends,
themes and relationships.
• Inspect your analytics to understand post level
conversations and take immediate action on posts.

8. Analyze: Two Different Users, Two Sets Of Needs, Two
Tools
Empower Me!
• Depth of value
• Power, control
• Proactive
• Robust Topic Profiles
Just do it!
• Fast time-to-value
• Simple to learn, use
• Reactive
• Quick Search
Business User Data Analyst
Powerful WorkbenchDashboards and Templates

9. Smarter Sentiment = Better Results
New Sentiment Detection Engine
​ Newly-implemented English sentiment
engine for improved accuracy and future
extensibility.
• Drive better decisions with improved accuracy.
• Simplified interface with 3 states instead of 5.
• Extensible framework for future sentiment
enhancements.
• Available “out of the box” for Social Studio
Customers
• Same Engine as recent Multilingual Sentiment
release, powering another 10 languages

10. Understand Sentiment Across the
Globe
Sentiment Detection In 10 New Languages
​ Social has no boundaries and neither should your
sentiment analysis.
• Analyze key conversations about your brand around the
globe.
• Sentiment detection now works out-of-the-box for:
​ Availability and Notes
• GA for all Customers, in phased rollout
• Available in Social Studio only
§ French
§ Spanish
§ Portuguese
§ Italian
§ German
§ Dutch
§ Mandarin (traditional)
§ Mandarin (simple)
§ Japanese
§ Korean

11. Maximize Reach Of Social Content
Boost Posts in Social Studio with Social.com
​ Extend social advertising into Publishing workflow
and create Facebook advertising campaigns right
from the Social Studio calendar.
​ Quickly promote content within social studio
interface without having to switch to more
complicated tools.
• Easily manage campaigns when live using intuitive and
simple interface.
• Track campaign performance.
• Set controls to manage teams and spend

12. Unlock & Extend Social Data
New Platform API, Documentation and Easy Setup
​ Connect social to the rest of your
business with the new Social Studio API
• Inject data into third party CRM apps
• Enhance or automate listening reports
• Create alternative visualizations and enhance
internal sites / portals
• Push social data to BI tools for side-by-side
analysis with other business data
• Build or connect an employee advocacy
content network
• Onboard and permission new Social Studio
users from corporate tools automatically
//* API
Social Accounts, Topic Profiles, Posts,
Authors, Users, Workspaces, Threshold
Alerts, Calendar Notes, Macros, Labels, Clips
*//

13. Leverage the Visual Web
Pinterest Publishing and Analytics
​ With over 10 M unique users; an average order
size of $169; and commanding 20% of all
social referral traffic, Pinterest has quickly
become an important marketing tool.
• Manage Pinterest activity from same workspace as other
social channels.
• Publish posts and manage boards.
• Access and share content across teams and brands.
• Schedule Pins for a steady drip of content
• Create preview and approval workflows prior to publishing
• Analyze post and content performance.

14. Hit The Right Audience From One Handle
Geo-target your Tweets
​ Do you feel like you’re not able to fully
leverage your brand name on Twitter because
you can only reach one country per handle?
• Target a Tweet so that it only shows to users in
selected countries
• Leverage Publish Macros to easily populate the right
targets for a workspace
• Access a Tweet’s targeting criteria in reports
​ Availability and Notes
• Generally Available
• Engagement Rate may be inflated when targeting to
countries

15. Utilize Social Data In Other Apps
Export Feed Reports in Analyze
​ Build and download feed reports for use in
other analytics apps and combine with
other data and reports.
• Download posts in CSV format from all
dashboard types in Social Studio Analyze
• Filter and tune results using filters on the
dashboard
• Handle large volumes of data with up to 100K
posts per download.
• Easy to use.

16. Track Your Publishing Performance
Publishing Cards in Twitter & Facebook Dashboards
​ Analyze your publishing effectively right
alongside listening analysis for your Twitter
and Facebook Dashboards.
• View your top posts by the amount of engagement
they have generated.
• View total engagement posts have received over
time.
• Click any card to zoom in on sub-sets of data for
deeper analysis.
​
Availability and Notes
• Generally Available

17. Stay Alert and Informed
In-app Notifications on Web
​ Stop relying on email updates to know when a
post needs approval; be notified in-app so you
can act immediately.
• See a list of posts that need your approval
• Know which posts you’ve already reviewed
• Get notified right away when your post has been
approved or rejected
• Get confirmation when creating a new Social.com ad
campaign.
• Download your report the minute it is ready

18. Streamline Administration for New Users
Engage Templates
​ Build default layouts of Tabs and Columns so
that your new team members don’t have to
start from scratch.
• Create one or more tabs
• Templates designated as defaults will automatically
create tabs for all new users added to a workspace.
​ Availability and Notes
• Generally Available.
• Users may customize or delete default tabs. There is no
method for locking tabs and preventing these
customizations.
• Templates available at workspace level only

19. ​ Identify and track users by adding an Author Labels to
their profile, using free-form tags. Provide context for
community management teams to understand at a
glance with whom they’re dealing
• Add labels manually in Engage or via rules in Social Hub
• Create Engage columns filtered by Author Label to triage
messages from Influencers or VIP’s first
• Ignore known trolls or detractors
• Manage custom lists
​ Availability and Notes
• GA for all Customers (Social Studio Desktop, not mobile)
• Available for Twitter, Facebook, LinkedIn, and Instagram
• Author Filtering does not work with other filters at this time, and
can only be used by itself at this time. Not available in Analyze with this
release
Prioritize Influencers and VIPs First
​ Author Labeling + Filtering

20. Do More On Mobile
Social Studio for Android (BETA)
• Social Studio brings the convenience and power of mobile to
more customers with the all new Android Mobile app.
• Monitor Social trends for your brand on the go.
• Engage and respond securely on mobile
• Manage workflow and approvals.
• Perform quick searches on any topic.

21. Command Center

22. Bring The Visual Web To Life
New “Top Images” Screen
​ The new Top Images visualization lets you
see popular images trending around your
brand.
• View top 50 images around a specified time range
• Control how images transition in and out of the
screens
• Tap or click on any image to open a lightbox view to
see the post associated with the image
• Easily hide any image you do not wish to have
displayed
• Availability and Notes
• Available to Base Themes only
• View images for 1 topic profile, or 1 of your social accounts
at a time (Twitter and Facebook)
• Instagram images not available with this release

23. Monitor Social Care Team Performance
New “Social Care” Screen
• Understand how many new cases your
organization has received vs. how many cases
were closed.
• Quickly identify which social channels have the
most cases allowing you to prioritize resourcing
• Get a quick view into the average response rates
to your cases and enter a SLA as a benchmark.
• See a feed of the closed case responses and who
on your team closed them
• View your top performers. See who on your team
is closing the most cases and average response
times
​ Availability and Notes
• Available to base themes only.
• SLA in the Social Care visualization is not taken from
Service Cloud SLA entitlements.

24. Do More In Command Centers
LinkedIn and Instagram Support
​ Monitor and analyze the activity of
LinkedIn and Instagram communities
with additional network support.
• View and triage posts from feed
wall screen.
• Surface the most relevant content
from your community on the top
images screen.
• Display and monitor Service Cloud
cases and team performance with
the social are screen.
• Generally available for all custom
and base themes.

25. Demonstration

26. thank y u