Oracle Social Relationship Management User Guide

Oracle
Social Relationship Management
Social Relationship Management
User Guide
Release September 2017
Social Relationship Management User Guide
Part Number: E86044-06
Copyright © 2017, Oracle and/or its affiliates. All rights reserved
Authors: The SRM Information Development Team
This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by
intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate,
broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display in any part, in any form, or by any means. Reverse engineering,
disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited.
The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them
to us in writing.
If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the
following notice is applicable:
U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware,
and/or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition
Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including
any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license
restrictions applicable to the programs. No other rights are granted to the U.S. Government.
This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in
any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous
applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle
Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications.
Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or
registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks
of Advanced Micro Devices. UNIX is a registered trademark of The Open Group.
This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle
Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and
services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible
for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable
agreement between you and Oracle.
The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence.
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://www.oracle.com/pls/topic/lookup?
ctx=acc&id=docacc.
Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit http://
www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/lookup?ctx=acc&id=trs if you are hearing impaired.
Oracle Social Relationship Management
Social Relationship Management User Guide
Contents
Preface
1
2
i
The SRM Platform
1
Introduction to the SRM Platform
1
Logging In and Out of the SRM Platform
2
Using the SRM Navigation Bar
2
Working with the Bundle Picker
3
Supported Browsers
3
The SRM Home Page
4
About Social Station
5
Getting Started with Social Station
5
Adding a Topic Insight View
5
Adding a Content & Apps View
6
Organizing and Displaying Your Views
6
About the Topics Insight Theme View
6
About the Topics Insight Demographic View
7
About the Content & Apps View
8
Workflow & Automation
9
Introduction to Workflow & Automation
9
About Permissions Common to All User Roles
10
About User Roles in SRM
11
My Profile
17
The Resources Tab: Teams
19
The Resources Tab: Social Properties
20
The Resources Tab: Bundles
28
Navigating with Bundles
29
The Resources Tab: Templates
29
The Users Tab
30
The Accounts Tab
33
Custom Audiences
34
About Workflow
40
Oracle Social Relationship Management
Social Relationship Management User Guide
3
4
Listen & Analyze
47
Introduction to Listen & Analyze
47
The Resources Tab: Introduction
48
The Resources Tab: Facebook Dashboard
50
The Resources Tab: Facebook Fans
53
The Resources Tab: Facebook Engagement
55
The Resources Tab: Facebook Visibility
58
The Resources Tab: Facebook Posts
61
The Resources Tab: Facebook Post Drilldown
65
The Resources Tab: Twitter
67
The Resources Tab: Google +
70
The Resources Tab: Content & Apps
71
The Resources Tab: The YouTube Channel
73
The Resources Tab: The YouTube Videos Section
75
Custom Analytics
77
The Social Campaigns Tab
87
The Topics Tab: Creating Topics
92
Managing Topics
100
About Add On Data for Topics
104
The Indicators Tab: About Indicators
107
The Indicators Tab: Managing Indicators
117
The Dashboards Tab
119
The SEM Reports Tab
127
Metrics Captured for Content & Apps Modules
136
Metrics Definitions for Listen & Analyze: Resources
143
Complete Metrics Definitions for Custom Analytics
153
Publish
166
Introduction to Publish
166
The Admin Tab
167
Create a Post
170
Performing Bulk Actions
184
Upload Multiple Posts
185
The Posts Tab - Taking Action on Your Posts
187
The Posts Tab: Calendar
194
Dynamic Link Tracking
198
Adding a Video to a Post with Open Graph Protocol
202
Oracle Social Relationship Management
Social Relationship Management User Guide
5
6
Creating Open Graph Objects
203
Customizing Your Publish Experience
204
Engage
207
Getting Started With Engage
207
Taking Actions on Messages
213
Filtering Messages
224
Content & Apps
228
Introduction to Content & Apps
228
Getting Started with Content & Apps
229
Building a View: The View Layout and Adding Modules and Content
231
The Banner Module
236
The Calendar Module
237
The Causes Module
240
The Comments Module
242
The Contest Module
243
The Coupons Module
248
The Coupons.com Module
250
The CRM On Demand Form Module
251
The CSS Override Module
255
The Custom Form Module
256
The Events Module
259
The Fan Counter Module
261
The Fan Media Module
263
The Flash Module
265
The Flickr Module
266
The Fusion CRM Form Module
268
The Gifts Module
271
The Google + 1 Module
273
The Google Maps Module
275
The HTML Module
276
The Instagram Feed Module
277
The Instagram Moderation Form Module
278
The iframe Module
281
The JSON Module
282
The Like Module
282
The Like Gate Module
284
Oracle Social Relationship Management
Social Relationship Management User Guide
7
8
The MailChimp Module
285
The MP3 Module
287
The Newsletter Module
288
The Photos Module
291
The Photo Albums Module
293
The Pinterest Board Module
298
The Pinterest Follow Module
299
The Poll Module
300
The Posts Module
303
The Quiz Module
306
The RSS Module
308
The Siebel CRM Form Module
311
The Sign Up Module
314
The Slide Module
317
The Social Media Mixer Module
319
The Spotify Module
324
The Survey Module
325
The Sweepstakes Module
329
The Twitter Follow Module
332
The Twitter Live Module
333
The Videos Module
336
The View to View Module
338
The Vimeo Module
339
The YouTube Module
340
The YouTube Channel Module
341
Brand Templates - Creating Content for Your Entire Brand
342
Connections — Making a View Live on Facebook
344
Choosing Your Base CSS And Facebook Timeline in Content & Apps
347
Customizing a View
349
Embedding a View on an External Website using Anywhere Apps
352
Oracle Mobile SRM
353
Oracle Mobile SRM FAQ
353
END USER LICENSE AGREEMENT
355
Developer Documentation
360
Custom Data Source Analyzer API
360
About Custom Data Source Analyzer API
360
Oracle Social Relationship Management
Social Relationship Management User Guide
9
Using the Custom Data Source Analyzer
361
About General Guidelines
363
About the CDSA API Data Schema
365
About the Types of CDSA API Call
369
About API Calls
369
Sample Payload File
379
Integrations
393
Unmetric
393
Adding an Unmetric Account in Workflow & Automation
393
Viewing Unmetric in Custom Analytics
394
Oracle Social Relationship Management
Preface
Preface
Social Relationship Management User Guide
Preface
This preface introduces information sources that can help you use the application and this guide.
Oracle Applications Guides
To find guides for Oracle Applications, go to the Oracle Help Center at http://docs.oracle.com/.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at http://
www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Comments and Suggestions
If you find an error or want to suggest enhancements to our documentation, please take one of the following surveys:
•
•
For web-based user guide, http://documentation.custhelp.com/ci/documents/detail/5/4/12.
For tutorials, http://documentation.custhelp.com/ci/documents/detail/5/3/12.
Thank you for helping us improve our documentation.
i
Oracle Social Relationship Management
Social Relationship Management User Guide
1
Chapter 1
The SRM Platform
The SRM Platform
The SRM Platform
Introduction to the SRM Platform
Welcome to the Oracle SRM platform. This topic gives you an overview of the SRM platform and how to learn more about
each individual area and feature of the platform.
What is SRM?
SRM stands for Social Relationship Management. The SRM platform is a web-based application that helps brands and
marketers create and publish content to their social properties, and monitor, manage, and analyze the engagement with
that content.
The SRM platform groups all of our tools - Home, Listen & Analyze, Engage, Publish, Content & Apps, Workflow &
Automation, and Social Station - under one website for access to our entire product suite.
Basic Terminology
Let's go over some terminology that you will see throughout these help articles. Many of these names or phrases will
appear in other product help files, so it is important to know what they refer to.
•
SRM - Stands for Social Relationship Management, a platform that hosts the following products: Publish, Content
& Apps, Listen & Analyze, Engage, and Workflow & Automation, and Social Station.
•
Home - The area of the platform where you can get updates on the product, release notes, helpful hints, basically
anything you need to know. It's a good idea to check Home frequently to get the most up-to-date information on
the platform.
•
Listen & Analyze - A tool that gives you an in-depth look into how users are interacting with your Facebook
Pages, Views, Twitter streams, and Google+ pages. You can quickly and easily gauge how your content
and brand is resonating with your influencers and communities and then take the actions needed to increase
engagement, respond and make necessary adjustments.
•
Engage - A tool that helps you build stronger relationships through intelligent understanding of your social
conversations and respond with appropriate action and engagement.
•
Publish - A powerful tool that allows you to schedule, moderate, manage and measure posts you create on your
page or stream. The user-friendly interface makes it easy to create in-depth interaction with fans.
•
Content & Apps - A flexible tool that provides you a content management system for creating your own unique,
branded pages you can host on any website. It has a huge range of capabilities, from creating a tab as simple as
a calendar of upcoming events, to a locator page that directs a user to a page specifically for their zip code.
•
Workflow & Automation - The area of the SRM platform where you can organize and manage all aspects of
your account, including users, social properties, and topics. You can also manage your social properties and
users into organizational hierarchies with bundles and teams.
1
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 1
The SRM Platform
•
Social Station - Social Station is your home base for Custom Analytics and Social Intelligence Centers. Social
Intelligence Centers allow you to showcase real-time social media content at your conferences and events,
especially as a Command Center to visualize real time social media trends.
•
Facebook Page - Your brand or organization's home on Facebook. A Facebook Page has several tabs included
by default, like the Wall and Info tabs.
•
Stream - Your Facebook Pages, Twitter accounts, and Google+ accounts are "streams" of content. Therefore the
connection between Publish and your social properties is called a stream.
•
View — The content that Content & Apps will publish to an assigned tab on your Facebook Page or that you can
embed on an external website.
Related articles
•
•
•
Signing on to SRM and Navigating the Platform
The SRM Platform Table of Contents
SRM Knowledge Base Home Page
Logging In and Out of the SRM Platform
In the SRM platform, you only have to sign in once to have access to all your SRM programs.
Steps
1. Log into SRM using the following URL: srm.virtue.com
Note: When you log in to SRM for the first time, you must set the password. Use this task to log
in and then set your password. If you are logging in for the first time, you will be prompted to
create a password of at least 8 characters (but no more than 255) with one letter, one number,
and one special character.
2. To log out, click the Log Out button any page within SRM.
Using the SRM Navigation Bar
Oracle SRM is made up of several areas. To get from one area to another, you'll use the SRM Navigation Bar. This bar
enables you to determine which SRM area you are currently in.
Steps
1. Click the arrow to expand the Navigation Bar.
2. The Navigation Bar expands and displays all the SRM programs you have access to.
3. Click on the program you want to be taken to its home page.
2
Oracle Social Relationship Management
Chapter 1
Social Relationship Management User Guide
The SRM Platform
Working with the Bundle Picker
Use the bundle drop-down menu to switch between bundles associated with your account.
Click the drop-down list to select a new bundle.
What we previously called your account will now appear as a top-level bundle. If you only have one account, only one toplevel bundle will be displayed.
Previewing
Clicking on a bundle will open a preview in the Search window. If the bundle has sub-bundles, a folder icon will be
displayed in the preview.
As you click on bundles and sub-bundles, you will path back to your original search is created in the Search window. You
can click any part of that path to navigate to a previously searched bundle.
Once you find the bundle you want, highlight it. Click Select This Bundle and the page will refresh to that bundle.
Searching Your Bundles
If you aren't sure where to find the bundle you want, you can search for it in the Search for bundle field.This operation will
search your entire account, not just forward from where you are in the folder structure.
Important: Firefox 28.0 has a bug that prevents search in the bundle picker from working. Firefox is working on
the problem, but until it's solved, please use another browser or an earlier version of Firefox.
Supported Browsers
The following tables list browsers supported by the SRM platform:
This table lists browsers supported by the SRM platform.
Table 1: Supported Browsers for SRM
The following three column table lists supported browsers along with each browser’s supported version, and the
associated operating systems.
Browser
Supported Version
Operating System
Chrome
53
Mac
•
•
Yosemite (10.10.x)
El Capitan (10.11.x)
Windows 8 or later
Firefox
•
•
45 ESR
49
Mac
•
•
Yosemite (10.10.x)
El Capitan (10.11.x)
Windows 8 or later
3
Oracle Social Relationship Management
Chapter 1
Social Relationship Management User Guide
The SRM Platform
Browser
Supported Version
Operating System
Internet Explorer
11
Windows 8 or later
Safari
9
Mac
•
•
Yosemite (10.10.x)
El Capitan (10.11.x)
This table lists mobile browsers supported by the SRM platform.
Table 2: Supported Mobile Browsers for SRM
The following three column table lists supported mobile browsers along with each mobile browser’s supported version,
and the operating systems.
Browser
Supported Version
Operating Systems
Chrome
52
Android
•
•
Safari
iOS 9.3.x native
Mashmallow (6.0 — 6.0.1)
Nougat (7.0)
iOS 9.1 or higher
The SRM Home Page
The Home section of the SRM platform is made up of two tabs: News and Updates and Collaborations.
News and Updates
News and Updates is the best place to find updates about the platform and all the tools in it. When our development
teams release an update to a tool or a brand new feature, the release notes will be published here. Our product team will
also be posting helpful hints about all tools in the SRM platform.
The information on this page will be updated frequently, so we suggest checking this page each time you log in to the
SRM platform.
Collaborations
The Collaborations tab is part of our Workflow feature. On this tab, you'll find all the threads you are involved in.
Threads are collaboration spaces where you can have a conversation with your coworkers about your project and track
the progress of your workflow. You can be a participant, which means you are assigned a task or are part of a team that's
been assigned a task, or an observer, which means you aren't assigned a step but you can comment in the thread.
4
Oracle Social Relationship Management
Chapter 1
Social Relationship Management User Guide
The SRM Platform
About Social Station
Social Station is your home base for Dashboards and Intelligence Centers. Dashboards display a set of custom analytics
that you pick and select. Intelligence Centers display social media content, allowing you to visualize social media trends.
You can display insights based around a Listen topic, or social media content from a Content & Apps view.
Getting Started with Social Station
You access Social Station from the main Navigation drop-down list.
When you navigate to Social Stations, click Intelligence Centers. This is your home page for your Intelligence Center
views. All the views you create will appear on this page.
•
•
Topic Insights View: Display metrics on topics you have created in Listen & Analyze.
Content & Apps view: Display social media content from a Content & Apps view
Adding a Topic Insight View
Steps
1.
2.
3.
4.
From the Intelligence Center home page, click Add New.
From the sub-menu, you chose the view you want to add.
Select Add New Topic Insights View.
In the Add a Topic Insight View modal, provide the following information:
•
Name - Give your view a name.
Note: If you don't give your view a name, it will use the topic name by default.
•
•
•
Description - Give your view a short description.
Select Topic - Select which topic from Listen & Analyze that you want to display metrics from.
Select View Type - Select from two different Topic view types:
•
Theme View - Displays a word cloud of the terms used most often with the selected
topic
•
Demographics View - Displays demographic metrics for the selected topic
Once you have made all your selections, click Done and your view will appear on the home page.
5
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 1
The SRM Platform
Adding a Content & Apps View
Steps
1. From the Intelligence Center home page, click Add New.
2. From the sub-menu select Add New Content & Apps View.
3. In the Add a Content & Apps View modal, provide the following information:
•
•
•
Name - Give your view a name.
Description - Give your view a short description.
Select Module - Select which view from Content & Apps you want to display content from.
Once you have made all your selections, click Done and your view will appear on the home page.
Organizing and Displaying Your Views
Once you have created views, you can sort them by Topic Insights or Content & Apps using sort buttons.
You can delete and view by hovering over it until a trash can icon appears, and then clicking the icon will delete the view.
Note: This will not delete the topic or the Content & Apps view to which the view is connected.
Displaying Your View
Once you have created a view, you are ready to display it.
To display the view correctly, ensure the following:
•
•
Change your screen resolution to 1080p.
Put your browser in Presentation mode.
About the Topics Insight Theme View
The Theme view displays a word cloud of the themes for your topic, plus three metrics on those themes. The display
rotates every 10 seconds, changing to a new theme with the metrics for that theme.
On the screen, a the theme cloud appears along with the name of the current theme being displayed and the following
metrics on that theme:
•
Volume - Measurement of the number of mentions in the theme, compared to the other themes in the set for the
topic. Displayed as a chart, as low, medium, high, very high, or highest volume.
•
Topic Accuracy - Measurement of how similar the individual theme is to the topic. Displayed as a bar graph, as
off topic, slightly off topic, on topic, very on topic, or exactly on topic.
6
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 1
The SRM Platform
Content Focus - Measurement of how similar the individual mentions are to each other; the more similar they
are, the higher the focus. Displayed as a chart, as very diverse, diverse, slightly focused, focused, or highly
focused.
The appearance of this chart also gives you insights into the theme:
•
Distance - Measurement of how accurate the content of the theme is to the topic. The further away from the
center, the less similar the theme is to the topic.
•
•
Color - Measurement of the focus of the content; the darker the chart presented as a circle, the more focused.
Size - Measurement of the number of mentions; the larger the chart, presented as a circle, the more mentions
there are in it.
About the Topics Insight Demographic View
The Demographic view displays metrics about near real-time engagement on a specific Listen & Analyze topic. The
display refreshes every 20 seconds, updating the data in the metrics.
You'll see the following metrics:
•
•
Gender Breakdown - The percentages of males and females talking about the selected topic.
Social Sources - Displays how much content is coming from the various social sources, including:
•
•
•
•
•
•
•
Blogs: publication of personal thoughts and web links
Consumer reviews: customer opinion sites of products and services
Message boards: online discussion sites
Microblogs: Twitter
News: current events and updates
Social Networks: Facebook and G+
Video: YouTube
•
Net Sentiment -The percent change between the messages collected in the current day versus messages
collected in the previous day using the formula [number of positive mentions minus the number of negative
mentions) divided by (the number of positive mentions plus the number of negative mentions).
•
•
Volume - The number of mentions categorized by topic.
•
Recent Activity - The volume and reach of the activity on the topic. Each bar represents a 20 second window. A
dark blue bar represents volume, and a light blue bar represents reach (Twitter only).
Reach -The sum of the total number of followers per author per mention. This could also be called "potential
reach", as it calculates the potential number of people who could see a mention.
Note: The height of each bar's segment (reach or volume) are relative.
•
•
Twitter Activity - The amount of recent Twitter activity on the topic.
Mentions - A sample of mentions, which are examples of the content coming in from the topic.
7
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 1
The SRM Platform
About the Content & Apps View
A Content & Apps View displays content from a Social Media Mixer module in Content & Apps, which pulls in social
media content from Twitter, Instagram, YouTube, and Facebook. You can select to display the content in various ways,
depending on how you set up the module in Content & Apps.
Using the Content & Apps View
To use a Content & Apps view, you'll need to create a Social Media Mixer module on a view in Content & Apps.
8
Oracle Social Relationship Management
Social Relationship Management User Guide
2
Chapter 2
Workflow & Automation
Workflow & Automation
Workflow & Automation
Introduction to Workflow & Automation
This topic provides an overview of the Workflow & Automation section of the SRM platform.
About Workflow & Automation
The Workflow & Automation area of the SRM platform is where you control your account settings, configure your
resources (teams, social properties, bundles) and configure your users.
These topics have been written assuming that you are assigned as an account or team admin on your SRM account. This
means that you have full access to Workflow & Automation. If you are not an admin, then you may have access only to
the Profile tab.
About Workflow & Automation Layout
There are the following seven tabs on the Workflow & Automation page.
•
Profile - Set and edit your basic user information, like your password and address, and determine what teams,
bundles, and social properties you have been assigned to
•
•
Resources - Create, organize and control the Resources for your account
•
•
•
•
Account - General settings for your account
Users - Invite new users to your account, edit information on existing users, and view any pending invitations you
have sent
Workflow - Create and run processes while collaborating with your coworkers
Automations - (Engage only) Set rules to automatically label, assign, and delete posts in Engage
Plugins - (Engage only) add connections to your Bitly, Oracle CRM On Demand, RightNow, and Siebel accounts
for Engage
There are topics for each of these sections, so if you want more information on those individual sections, check there.
About Basic Terminology
Let’s go through some terminology that will be relevant in Workflow & Automation and throughout the SRM platform:
9
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
The following terms are what we refer to as resources in Oracle Social Marketing--they each have their own area in the
Resources tab.
•
Social Property: For example, a Facebook stream, Twitter account, Google+ stream or Tabs View that you
publish to, create, moderate, and analyze using the SRM platform.
•
Users: People who have access to your SRM account. Users can be given various permission levels and be
assigned to specific social properties, teams, and bundles on your account.
•
•
Teams: Groups of users who have access to the same social properties on your account.
Bundles: Groups of your social properties. You can assign specific teams or users to your bundles
.
Related Topics
•
•
•
User Roles
Workflow & Automation Table of Contents
SRM Knowledge Base Home Page
About Permissions Common to All User Roles
This topic describes permissions common to all user roles.
All user roles have the following permissions:
Topics and Dashboard Tabs
•
•
•
•
Create, edit, clone, activate, deactivate, and delete topics
View topic properties
Create and edit notes on topics
View dashboard Export charts
Note: Users can be put into bundles and will only have permissions in the bundles they are in.
Only Admins have the permission to create Historical Data requests. For more information on Historical Data, refer to the
About Add On Data for Topics topic.
Resources and Social Campaigns Tabs
•
•
View all data
Download reports
10
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
SEM Reports
•
•
View all data
Download reports
About User Roles in SRM
User roles in SRM give your users permissions in the SRM platform.
Each role has specific permissions for each part of the platform, with seven roles total:
•
•
•
•
•
•
•
•
Editor
Author
Moderator
Reader
Media Manager
Analyst
Brand Designer
Designer
All these user roles have the same permissions. For more information about permissions common to all user roles, refer
to the About Permissions Common to All User Roles topic. All these permissions are explained in detail in its role topic.
Users will only have these permissions on the streams to which they have access.
About the Admin Role
Admins have full administrative access to the account.
Workflow & Automation
•
•
•
•
•
Add new users and social properties to any team or bundle
Create new teams and bundles
Set permission levels and user roles for individual users on their account
View and create Workflow templates
Add paid partner accounts
11
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Publish
•
Create, schedule, target, publish, and edit posts
Content & Apps
•
•
•
•
•
•
Create and add Facebook apps
Create and publish Views
Attach Views to Facebook Pages
Create and edit brand templates, template CSS, and View-level CSS
Access contests links
Restrict users with no roles from obtaining contests links
Engage
•
View, assign, label, archive, reply, hide, delete, and lock messages.
Listen
•
•
•
Access to Historical Data
Access to CDSA API keys
Access to Facebook Pages Management
Create, edit, clone, activate, deactivate, and delete topics and indicators
•
•
•
•
Create and edit topic alerts and email digests
Create and edit notes on topics
View dashboard
Export charts
About the Editor Role
This topic describes permission for the Editor role.
12
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Workflow & Automation
•
Access only to My Profile page
Publish
•
Create, schedule, target, and publish posts
Content & Apps
•
•
•
Add modules to, edit, and publish Views
Access contests links
Restrict users with no roles from obtaining contests links
About the Author Role
This topic describes permissions for the Author role.
Workflow & Automation
•
Access only to My Profile page
Publish
•
Create posts, but can only save them as drafts
About the Moderator Role
This topic describes permissions for the Moderator role. This role only has permissions for the Workflow & Automation
and Engage sections of the SRM platform.
Workflow & Automation
•
Access only to My Profile page
13
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Engage
•
View, assign, label, archive, reply, hide, and delete messages
About the Listen Editor Role
This topic describes permissions for the Listen Editor role.
In May 2017, there will be a new role in the SRM called Listen Editor. This role only has permissions for the following
Listen pages: Topics, Indicators, and Dashboards.
Topics and Dashboards Tabs
•
•
•
•
•
Create, edit, clone, activate, deactivate, and delete their own topics
Create and edit topic alerts and email digests
Create and edit notes on topics
View dashboard
Export charts
Indicators Tab
•
Create, edit, clone, and delete their own indicators
Note: Users can be put into bundles or teams and will only have permissions in the bundles or teams they are in.
About the Reader Role
This topic describes permissions for the Reader role. This role only has permissions for the Workflow & Automation and
Engage sections of the SRM platform.
Workflow & Automation
•
Access only to My Profile page
Engage
•
View, assign, label, and archive messages
14
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
About the Media Manager Role
This topic describes permissions for the Media Manager role. This role only has permissions for the Workflow &
Automation and Publish sections of the SRM platform.
Workflow & Automation
•
Access only to My Profile page
Publish
•
•
Promote published and unpublished posts
Create, publish, and delete unpublished posts
About the Analyst Role
This topic describes permissions for the Analyst role. This role only has permissions for the Workflow & Automation and
Analytics sections of the SRM platform.
Workflow & Automation
•
Access only to My Profile page
Listen & Analyze
•
View and download reports for the Resources they have been assigned to
About the Brand Designer Role
This topic describes permissions for the Brand Designer role. This role only has permissions for the Workflow &
Automation and Content & Apps sections of the SRM platform.
Workflow & Automation
•
•
Access only to My Profile page
Create Views
15
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 2
Workflow & Automation
Cannot assign Views to bundles or add users to the View
Content & Apps
•
•
•
•
•
•
Create and publish Views
Create and publish brand templates
Create and edit View-level CSS
Access the Style tab for individual Views
Access contests links
Restrict users with no roles from obtaining contests links
About the Designer Role
This topic describes permissions for the Designer role. This role only has permissions for the Workflow & Automation and
Content & Apps sections of the SRM platform.
Workflow & Automation
•
•
•
Access only to My Profile page
Create Views
Cannot assign Views to bundles or add users to the View
Content & Apps
•
•
•
•
•
Create and publish Views
Create and edit View-level CSS
Access to the Style tab for individual Views
Access contests links
Restrict users with no roles from obtaining contests links
About the Analyze Role
All user roles have the following permissions:
16
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Resources and Social Campaigns Tabs
•
•
View all data
Download reports
SEM Reports Tab
•
•
View all data
Download reports
My Profile
The My Profile section of Workflow & Automation is where you can set and edit your basic user information, such as your
password and address, and access the teams, bundles, and social properties you have permissions on.
There are two parts to the My Profile page: Your Information and Your Resources.
About Your Information
The My Profile area allows you to display, add to, and edit the information you entered when you created your SRM
account. The user picture was pulled from the Facebook profile you linked to your account.
Also displayed is the following information:
•
•
•
Company name and title
City, State, Country
Time zone
Click the pencil icon to edit your information.
You can edit everything mentioned above, and the following fields:
•
If you have not linked your Facebook profile, the following option will be displayed: Link SRM Profile with
Facebook. If you're logged into Facebook when you click this option, your profile will be linked to that Facebook
account. If you are not logged into Facebook, you will be given the option to log in.
•
Link a Different Profile - This allows you to link your SRM profile to a different Facebook account. Note: If you're
not logged into Facebook, you will be given the option to log in. If you're logged into Facebook, make sure that
you're logged into the account that you want to link with your SRM profile before clicking the link.
•
•
Unlink Facebook Profile - This allows you to disconnect your Facebook account from your SRM account.
Geolocation - This link takes you to the list of Geotargets you have been added to. For more information on
geotargeting, refer to the Templates topic.
17
Oracle Social Relationship Management
Chapter 2
Social Relationship Management User Guide
•
•
•
Workflow & Automation
Email address
Phone number
Receive email notifications? - Select this box if you want SRM to send you e-mail notifications about things
happening in your account. The notifications include, Social Property Re-authorizations, Expired user, Destroyed
user, Unmetric, and Message Limit Thresholds.
•
•
Security - This is your password for your SRM account.
Session Timeout - How many hours until you are automatically logged out of the SRM.
About Languages
If you want to view the SRM platform in a different language, you will set that here. Use the drop-down menu to choose
the language you want the platform to appear as, then click Save Changes. The text in SRM will change to the language
you chose. In the drop-down list, each listed language will appear in its own language.
Note: Anywhere you are entering text, like the Create a Post page in Publish, semantic analysis filters in Listen &
Analyze, or modules in Content & Apps, are not affected by this language setting. Whatever language you type,
that is the language that will appear.
The following two column table lists the languages that are supported:
Table 3: Supported Languages
Language Name in English
Language Name in Localized Language
Czech
#eština
Danish
Dansk
Dutch
Nederlands
English
English
Finnish
suomi
French
Français
German
Deutsch
Hungarian
Magyar
Italian
Italiano
Japanese
###
Korean
###
18
Oracle Social Relationship Management
Chapter 2
Social Relationship Management User Guide
Workflow & Automation
Language Name in English
Language Name in Localized Language
Norwegian
Norsk
Polish
Polski
Portuguese (Brazil)
Português (do Brasil)
Russian
#######
Simplified Chinese
######
Spanish
Español
Swedish
Svenska
Traditional Chinese
####
Ukrainian
##########
Once you have finished editing your information, click Save Changes.
Your Social Properties, Bundles, and Teams
Use the Social Properties, Bundles, and Teams tabs to display a list of the social properties, bundles, or teams to which
you have access.
The Resources Tab: Teams
The Resources Tab is where you will create, organize and control the resources for your SRM account. Resources, as
we mentioned before, are your social properties, teams and bundles you have created for your account.
The Teams area is where you can create and edit teams - groups of users who work together on your social properties.
Downloading CSV
The Download CSV button on the main Teams page allows admins to download a CSV file with information on all the
teams on either their account or team.
19
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Creating Teams Grid
All teams on your account are listed in the Teams Grid. The grid shows the team name and the number of team
members. Click the arrows beside your team name to expand and view your full team hierarchy.
You can edit, delete, or duplicate a team by clicking the gear image.
Steps
1. Click Create a Team. You will be taken to the Create a Team page.
2. Give your team a name and short description.
3. Click Create Team. The page will refresh, showing your team was saved successfully.
Result
You can then edit your team's information and add users and teams.
Adding a User to a Team
Once you have created your team, you can add users to that team.
Steps
1. From the team's Edit page, click Add User. The Assign Users dialog box will open.
2. A list of users on your account will be displayed.
Note: You can sort users alphabetically. Select the boxes next to the users you want to add, then
click Save Changes.
3. You'll be taken back to the edit page for the team, with the new users appearing in the user grid.
Result
Once you have added a user to a team, you can assign them a user role. To see full definitions of
these user roles, see the User Roles topic.
The Resources Tab: Social Properties
The Resources tab is where you will create, organize and control the resources for your SRM account. Resources, as we
mentioned before, are your social properties, teams and bundles you have created for your account.
The Social Properties area is where you can create, edit, and view details of social properties on your account, like
views and Facebook Streams.
You can work with the Social Properties section if you are an Oracle Social Marketing customer.
20
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
The Social Properties Grid
All social properties on your account are listed in the Social Properties grid. The grid shows the social property name, if
any action needs to be taken on the property, how many assignees (users and teams) are on the property, and who was
the last person to edit the property and the date and time of that editing. The gear icon on each social property allows you
to either edit or delete the social property.
Sorting Your Social Properties
When you first click the Social Properties tab, you'll see all your social properties listed. You can also sort the list by
social network, so you can see the social properties just for that network:
•
•
•
•
•
•
•
•
•
•
Facebook Views
Facebook Streams (authorized Facebook pages)
Twitter Streams (authorized Twitter streams)
Google+ Pages
YouTube Channels
LinkedIn Company and Showcase Pages
Instagram
Weibo Pages
Tumblr
WeChat
Note: The Google+ and YouTube streams you see here are authorized streams only, and appear in Publish and
Analytics. These do not appear in Listen or Engage. Facebook Streams are your owned, authorized Facebook
brand pages. These streams can be used in the entire SRM platform.
Adding a Social Property
To successfully add a social property to SRM, you must be an administrator of that social property on the social network.
For example, to add a Facebook Page to SRM, you must be an admin of that page on Facebook.
Steps
1. Click Add a Social Property. You'll be taken to the Add a Social Property page.
2. Choose which type of social property you wish to add:
•
•
•
•
Facebook Tabs View (Content & Apps only)
Facebook Stream (authorized Facebook brand page)
Twitter Stream (authorized Twitter account)
Google+ Page
21
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
Chapter 2
Workflow & Automation
YouTube Channel
Weibo Page
LinkedIn Company Page
Tumblr Blog
Instagram Account
WeChat
Note: Facebook Streams are your owned, authorized Facebook brand pages. These streams
can be used in the entire SRM platform.
3. Click the social property type to select it, read and accept the terms and conditions, then click Add a
Social Property.
4. A modal window will open prompting you to authorize SRM to have access to your social network
account. Follow the steps. You must be an administrator of the social property to add it.
Note: For WeChat, a QR code will be presented. In order to add this channel to SRM, the user
must be an administrator on the admin WeChat platform. Scan the QR code from within the
WeChat mobile application.
Result
When you are done authorizing, you will be taken to the edit page for the social property in SRM,
where you can begin assigning teams and users to it, and place it in bundles.
About the Social Properties Edit Pages
The Edit page for a social property displays specific details for the stream, allowing you to edit certain ones. This topic
outlines the different edit pages for the various social property types.
Facebook Stream Details
On the edit page for an authorized brand Facebook stream, you can:
•
•
•
•
•
•
•
Authorize or reauthorize the stream
Change the stream's name
Make the stream the default stream - more info below
Set how you want incoming comments to display (Engage only) - more info below
Add third party analytics code to the stream
Add campaign tracking code to the stream
Add users and teams
Default Stream
22
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
A default stream appears automatically in the list of streams when you create a new post. If you don't want to publish to
this stream on a particular post you are create, click the stream name in the Select Your Streams section to deselect it.
Comment Sort Order (Engage Only)
If your Facebook Page has been authorized for Engage, you can choose how you want comments coming in from that
page to display. You can have them display chronologically or by ranking using the Facebook's ranking system.
Adding Third Party Analytics and Campaign Tracking
You can use third party analytics software with your stream, like Google Analytics and Omniture, to get specific
information on your Publish posts.
To add third party analytics code to your stream, paste the analytics code you received from your third party provider into
the field Analytics field, then click Save Changes.
Tracking a Campaign
You can also track the traffic coming specifically through this stream by using a third party campaign code, which you will
get from your third party provider. This code is added to every link that is published through this stream, so you can view
that activity specifically.
To add third party campaign code to your stream, paste the third party campaign code into the Campaign Tracking field.
•
If you are using Omniture as your third party, you only need to add the Ocid= part of the code or the key value
integer. Here's an example:
http://www.fakeplace.com/?Ocid=3121
•
If you are using Google Analytics and you are using multiple utmost, you must have an ampersand (&) between
each. Here's an example:
http://www.fakeplace.com?utm_source=Facebook&utm_medium=Coupon&utm_campaign=Tasty_Treat_Coupon
Note: You can also add this code to URLs on posts after you have published them. For more information, refer to
Dynamic Link Tracking.
Facebook Tabs View Details (Content & Apps only)
On the edit page for a public Facebook View, you can:
•
•
Change the View's name
Add users and teams
All other items are edited on the View Settings page for that View in Content & Apps. For more information, refer to
Building a View: The View Layout and Adding Modules and Content
Twitter Stream Details
On the Edit page for an authorized brand Twitter stream, you can:
•
Authorize or reauthorize the stream
23
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
Chapter 2
Workflow & Automation
Change the stream's name
Make the stream the default stream
Add campaign code to individual posts
Add users and teams
Google+ Page
On the Edit page for a Google+ page, you can:
•
•
•
•
•
•
Authorize or reauthorize the stream
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
YouTube Stream
On the Edit page for a YouTube stream, you can:
•
•
•
•
•
•
Authorize or reauthorize the stream
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
Instagram Account
On the Edit page for an Instagram Page, you can:
•
•
•
•
•
Authorize or reauthorize the stream
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
24
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 2
Workflow & Automation
Add users and teams
LinkedIn Company Page
On the edit page for a LinkedIn company page, you can:
•
•
•
•
•
•
Authorize or reauthorize the stream
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
Weibo Page
On the edit page for a Weibo page, you can:
•
•
•
•
•
•
•
Authorize or reauthorize the stream
Authorize or reauthorize direct messaging
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
Viewing Direct Messages for Weibo
To display your Weibo direct messages in SRM, you must follow these steps:
1. On the edit page for your Weibo page, copy the URL from the Direct Message section
2. Sign in to your profile on Weibo.com
3. Click Management Center
4. Click Development Center
5. Enter the URL from SRM into the provided field and click Save.
Direct messages will now be enabled for SRM and can be viewed and responded to in Engage.
Tumblr Account
On the edit page for a Tumblr account, you can:
25
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
Chapter 2
Workflow & Automation
Authorize or reauthorize the stream
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
WeChat Page
On the edit page for a Weibo page, you can:
•
•
•
•
•
•
•
Authorize or reauthorize the stream
Authorize or reauthorize direct messaging
Change the stream's name
Add third party analytics code to the stream - more info above
Add campaign tracking code to the stream - more info above
Make the stream a default stream
Add users and teams
Adding Users and Teams
For each type of social property, you can add specific users and teams to that social property. You can do this below the
main edit area.
When you add a user to a social property, you can also assign them to a specific user role for this social property. If you
assign a user as an administrator on this social property, this gives them the ability to reauthorize it.
Updating Your Social Property Status
Your social properties have up to three apps that power them, depending on the social network.
When you go into the Social Properties page, you will be presented with a box showing the status of these apps. If a
stream needs to be reauthorized or reconnected, a link, along with an exclamation point, shown in red, will indicate the
requirement. Click the button to reauthorize them.
Note: You must be an admin of the Facebook Page or Twitter stream as well as an admin in SRM to authorize a
social property.
Deauthorized Social Properties
26
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Occasionally, your Facebook stream, Twitter stream, or YouTube stream may become deauthorized or reauthorized and
will need action on your part to get it working with our system again. These streams will appear in the master list of your
social properties in grey with a red exclamation point.
The Streams require reauthorization text link will show the number of streams that need attention. Click this link, and
you will be taken to a list of your reauthorized streams. You can click on the stream and be taken to its page, where you
can reauthorize whichever app is needed.
To reauthorize a stream:
Steps
1. Click the gear icon and select Edit from the menu. You will be taken to the stream's edit page.
2. In the Property Status box, click the Authorize button.
3. The Authorizing Your Stream dialog box will open. Once the authorization is finished, you can close
the window.
Result
Note: You must be an admin of the Facebook Page and an admin in SRM in order to reauthorize a stream.
Downloading CSV
The Download CSV button on the main Social Properties page allows admins to download a CSV file with information on
all the teams on either their account or team.
Backfilling Your Data
When you add a social property to the SRM platform, we use APIs to add previous data from that social property to the
SRM. The amount of data differs with each type of social property, so here is the info for each:
Engage Messages:
•
•
•
•
•
•
Facebook: 30 days
Twitter: The last 200 tweets
LinkedIn: The last 100 posts
Instagram: The last 200 posts or last 30 days — whichever comes first
Weibo: In Development
WeChat does not support backfill. Additionally, you cannot respond to messages after 48 hours
27
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Listen & Analyze:
•
•
•
•
•
•
•
•
Listen & Analyze: Resources
Facebook: 6 months
Twitter: Up to about 3000 latest tweets, based on Twitter’s limit
YouTube: 6 months
Google+: 1000 last posts
LinkedIn: In Development
Instagram: In Development
Weibo: In Development
The Resources Tab: Bundles
The Resources tab is where you will create, organize and control the Resources for your SRM account. Resources are
your social properties, users, teams and bundles that you have created for your account.
The Bundles area is where you can create and edit bundles. Bundles are groups of social properties that you can assign
users and teams to. Bundles are useful for controlling permissions on your account; you can create bundles for specific
social properties and users, so you can control exactly who has access to those properties.
Creating a Bundles Grid
All bundles on your account are listed in the Bundles grid. The grid shows the bundle name, description, and details,
including how many social properties, teams and users are part of the bundle. You can edit or delete a bundle by clicking
the gear image on the right side of the grid.
To create a bundle:
Steps
1. Click Create a Bundle. You will be taken to the Create a Bundle page.
2. Add a name and short description for your bundle.
3. Add social properties, users, teams, and sub-bundles to your bundle by clicking Add or Select in each
section.
4. When you are finished adding items to your bundle, click Create Bundle. You will be taken back to the
Bundles grid, where your new bundle will appear.
Note: You will add social properties, users, teams, sub-bundles, templates, and workflows in the
same way you add these items to teams. After you add them, they will appear in those sections
in the Edit page for the bundle.
28
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Downloading a CSV
The Download CSV button on the main Bundles page allows admins to download a CSV file with information on all the
bundles on either their account or team.
Navigating with Bundles
Once you have created bundles on your account, you can use the Bundle drop-down list to select and use a bundle in the
various products in the SRM platform.
Account admins will see all the bundles that have been created in this list. Other users on the account will only see the
bundles that they have been assigned to.
To select a bundle, click on the bundle's name from the drop-down list. The page will refresh and that bundle's info will be
displayed. The Bundle drop-down list will display only the bundle's name.
If a bundle has sub bundles, an arrow will be displayed beside the bundle name. Click on the bundle name, and the menu
will refresh to display the bundle's name in the header and the sub bundles will appear in the drop-down list.
Related Topics
•
Introduction to Workflow & Automation
The Resources Tab: Templates
The Resources tab is where you will create, organize and control the Resources for your SRM account. Resources, as we
mentioned before, are your social properties, teams, bundles, and templates you have created for your account.
The Templates area of the Resources tab is where you can create and edit templates for use in SRM Publish.
You can work with the Templates section if you are an Oracle Social Marketing customer.
What is a Template?
Templates allow you to create posts in Publish with certain fields pre-filled. You can create templates as complex as
creating consistent messaging for campaigns, or as simple as assigning your users to post to specific regions.
How does Geotargeting work?
Geotargeting lets you make a Facebook post that only your fans that are in a certain country, city, and/or language will be
able to see. A geotargeted post will only be visible on those users' news feeds and only those users will be able to see the
post on your page.
29
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Creating a Template
Steps
1. From the main Templates page, click Add a Template. You'll be taken to the template creation page.
2. Give your template a name. This can be anything. Click Save Changes to continue.
3. Choose the locations you want to geotarget. You can geotarget to a country, language, or both.
•
Country: Type the name of the country you want to target into the text field. If the country name
matches one from Facebook's master list, it will appear and you can click to select it.
•
Region: You can choose to narrow your country geotarget to a particular region, either a state/
province, or a city. Select one of the options.
•
Language: Type the name of the language you want to target into the text field. If the name
matches one from Facebook's master list, it will appear and you can click to select it.
4. Click Save Filter to save your template.
Result
Your template will now appear in the master list on the Templates main page and in Publish, where
you can use them for your posts.
Adding a Template to a Bundle
Once you have created a template, you'll need to add it to a bundle for users to be able to use them in Publish. The
template will be automatically added to the bundle you created it in.
Steps
1.
2.
3.
4.
Click the Bundles tab.
Click the name of the bundle you want to add the template to, and navigate to the Templates area.
Click Select Templates.
Select the template you want to add, then click Save Changes.
Result
The template will then be available to users in the bundle in Publisher.
To learn how to use your templates in Publish, refer to the Create a Post topic.
The Users Tab
The Users tab is where you can invite new users to your account, edit information on existing users, and view any
pending invitations you have sent.
30
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
User Grid
When you first enter the Users tab, you'll land on the main User page, which has the holy grail for users, the User grid. All
users on your account are listed in the User grid.
The grid shows the user's name, when that user was added to the system, the user’s contact information, and their default
role. You can edit a user’s information, or delete a user by clicking the gear icon.
You can also search for a specific user by typing their name or email address into the Search field. The list will repopulate
with just the users that meet your search criteria.
Inviting Users
To give users access to your account, you need to send them an invite. You can either invite them individually, or in a
group through a CSV file.
Prerequisites
Note: You must be in your account level bundle to invite users, not a sub-bundle.
Steps
1. Click Invite Users. The Invite Users dialog box will open.
2. Enter the email addresses of the users you want invite to your account. If you want the invitee to be an
admin on your account, select the Assign as Account Admin check box.
3. Click Send Invitations and your invites will be emailed.
Result
Once you have invited users to your account, you can begin adding them to teams, social properties,
and bundles, and set their user roles, even if the invitations are still pending. For more information on
user roles, refer to the User Roles topic.
Inviting Multiple Users
Steps
1. Click Invite Users. The Invite Users dialog window will open.
2. Download the sample CSV file.
3. Fill out the CSV file with the user information you want to add, and save it with a new name.
Note: There is a limit of 150 users per CSV upload, so if you have more than 150 users to invite,
you will need to add them in separate uploads.
4. Return to the Invite Users modal and click Choose file.
5. Select the CSV you just saved, and click Upload Users.
Result
31
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
The users you invited will receive the invite email and will need to click the link in the email to accept
the invitation and set up their account.
Viewing Pending Invitations
You can view invites that have yet to be responded to by clicking the Pending Invitations tab. This tab enables you to
view invite details, and resend invites at a user’s request.
Downloading a CSV
The Download CSV text link on the main Users page allows admins to download a CSV file with information on all the
users on either their account or team.
Editing a User
If you need to edit a user's information, click the gear icon by the name field or simply click on their name to open their
user profile.
Prerequisites
Note: You can edit a pending invitation.
On the user's profile page, you can change any of the user's information. Once you make the changes you need to, click
Save Changes.
To return to the Users page, click All Users.
Changing a User’s Role
If you need to change a user's default role, you can do that from the User grid. Just find the person you want to change
and use the drop-down menu to select the role you want them to have. The page will refresh and the user's role will be
updated.
Note: Users can also be assigned to a role on a specific stream. For more information, refer to the Social
Properties topic.
About the Account Administrators Subtab
Clicking the Account Administrators tab will take you to a page that shows every user on your account whose user role
is Account Administrator, which means the user has been assigned the administrator role as their default.
32
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
The Accounts Tab
The Account section of Workflow & Automation is where you can set and edit various options for your account, as well as
add media accounts, and set up custom audiences for your paid media.
There are three tabs in the Account section. They are, My Account, Media Accounts, and Custom Audiences.
The My Account Section
This section is where you can change various settings for your account.
•
•
•
Account Avatar - Choose an image that will appear beside your account in the bundle picker.
•
Default Timeout Value - Sets time duration in hours for which you can be logged into your account before you
are logged out. This is set by default at eight hours.
•
•
Password Expiration Value - Sets how long until your user's password expires.
•
Make Unpublished Posts Visible - Makes unpublished posts visible in Engage. For more information on
unpublished posts in Engage, refer to the Hidden section of the Filtering Messages topic.
Account Name - Displays your account name.
Time Zone - Sets the time zone for the entire account. This will be the default time zone for the account, though
individual users can set their own time zones on their profile.
Enable Message Locking - Enables message locking for your account. For more information on message
locking, refer to the Getting Started with Engage topic.
Once you have finished making any changes, click Save Changes. You'll get a confirmation message that your changes
have been saved.
Media Accounts and Custom Audiences
The Media Accounts and Custom Audiences sections are part of our paid media solutions. All the details on how to use
these sections are in the Custom Audiences topic.
API Apps
This section is where you register your external application to use the REST API for Oracle Social Relationship
Management Cloud Service. All the details on how to use this API are in SRM Developer Platform.
Related Topics
•
Intro to Workflow & Automation
33
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Custom Audiences
Facebook's Custom Audience system allows you to match your customer lists to Facebook users, opening you to social
marketing opportunities you may not have had before. With Oracle SRM, we've set up an easy way to access this system,
as well as providing you with valuable metrics, and allowing you to target certain groups of customers by partnering with
Oracle Eloqua, Responsys and Commerce.
In these topics, we'll take you through the concepts behind custom audiences and how to set up custom audiences in
SRM.
Getting Started - Creating a Facebook Ads Account
The first thing you'll need to do is create a Facebook Ads account. Your Ads account will contain all your ads activity,
including campaigns, ads, and billing information.
You’ll do this using Facebook Business Manager or Facebook Ads Account Settings.
Facebook Business Manager allows advertisers to setup a business ads account associated to Facebook business
account. They can manage all of their ad accounts, pages, apps and permissions in one place. You can access Facebook
Business Manager here: https://business.facebook.com
Note: When using Facebook Business Manager, make sure you are using your brand's Facebook page when you
are setting up your Ads Account.
Facebook Ads Account settings allows you to setup a personal ads account associated to a Facebook profile. You can
access Facebook Ads Account settings here: https://www.facebook.com/ads/manager/account/settings.
Important: You must accept Facebook's Terms of Service for Custom Audiences before you start using Custom
Audiences in SRM. You can find and accept those TOS here:
https://www.facebook.com/ads/manage/customaudiences/tos.php.
For more information on using Facebook for business, refer to the Facebook Business Guide: https://www.facebook.com/
business.
Adding Your Ads Account to SRM
Once you have your Ad account set up, you'll need to add it to the SRM platform as a media account.
Prerequisites
Note: You must be logged into the same Facebook account you use for your Ads account. Click your
Profile tab and link your Facebook account with SRM.
Steps
1. On the Accounts tab Workflow & Automation, click the Media Accounts tab.
2. Click Add A Media Account.
3. A list of your Facebook Ad Accounts will appear as a drop-down list. Select the one you want to add,
then click Add.
34
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
4. You will be taken to the Media accounts main page. Your new account will appear in the list.
Note: If it has not already been authorized, an email will be sent for the administrator of the Ads
Account to authorize it for use in SRM. The account must be authorized before you can set up a
custom audience.
Creating a Custom Audience
Now you are ready to set up your custom audience. You do this in the Custom Audiences section of the Accounts tab.
Steps
1. Click Create A Custom Audience. You'll be taken to the Create A Custom Audience page.
2. Give your custom audience a name, which is unique to your account, and an optional short description.
3. Using the Media Account drop-down list, select which media account you want to use with this custom
audience. Do this only if you have multiple media accounts in SRM.
4. Click Create Custom Audience.
Once you click Create Custom Audience, you'll be taken to the detail page for your new custom
audience where you can save any changes going forward. Your custom audience has been created and
will appear on Facebook in your Custom Audiences section.
You are now ready to populate your custom audience. You can do this by uploading a CSV of audience
members, or by auto-synching a list of audience members with an integration through Oracle Eloqua,
Responsys, or Commerce.
Note: You can only use the integrations if you have Oracle Eloqua, Responsys, or Commerce as
a part of your Oracle Social Marketing package. If you are interested in adding these products to
your portfolio, contact your Oracle Sales representative.
You do not need an integration to use the Upload CSV option.
Populating Your Custom Audience by CSV
If you have a list of your customers, you can upload those names into your custom audience and Facebook will find them
in their system. You can then use this custom audience to create a social ad to target just those customers.
Prerequisites
You not only can populate a custom audience using this button, but you can also use it with existing custom
audiences to add members, delete members, or completely reset the members in a custom audience.
Steps
1. From the Sources tab within the custom audience detail page, click Upload CSV.
The Custom Audience Users Upload form appears.
2. Complete the following fields:
•
Choose a CSV File - Click Choose File and find the CSV file you want to use.
35
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 2
Workflow & Automation
Select an Action - Select Adding Members from this drop-down menu.
Select a Data Type - Facebook will use one type of data to find your customers in their user list.
Choose from email address, phone number, or Facebook ID. Depending on the information you
have in your CSV.
•
Enter either the CSV Index field or the spreadsheet column letter that contains the data - After
you have chosen the data type you want Facebook to use, you will need to tell the system
where to find that info in your CSV. Enter the number or letter for the index field or column that
has the data type you selected.
3. Click Upload.
Your CSV is sent to Facebook so they can begin matching your customers.
Note: You can upload multiple CSVs for use in the same custom audience.
Result
How long will it take for my custom audience to populate?
Once you submit your CSV, it can take up to 24 hours for your matches to appear. The details of how many users have
been matched will be added automatically to the detail page of your custom audience.
Example of Populating a Custom Audience by CSV
In this example, a CSV file is used to add members to the existing Gold Members 2016 custom audience. The CSV file
is named new_gold_2016.csv, and contains one column of data in form of email addresses. The email addresses in the
CSV file are located in column B of the spreadsheet.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Navigate to Workflow & Automation, then select Account.
From the menu, click Custom Audiences.
In the row with the custom audience entry: Gold Members 2016 , click the gear icon, then select Edit.
From the Sources tab within the custom audience detail page, click Upload CSV.
The Custom Audience Users Upload form appears.
Click Browse, then navigate to and select the new_gold_2016.csv file.
Select Add Members from the Select an action menu.
Select Email Address from the Select Data Type menu.
Enter B in the Data Type column index field. This indicates that the data is found in column B of the
spreadsheet.
Click Upload.
Populating Your Custom Audience with Eloqua
If you are using Eloqua, you need to install the SRM Custom Audiences app and add the action to your Eloqua campaign
or program. This will send contacts to the custom audience in SRM.
For more information about Eloqua, refer to the instructions on the Eloqua Help Center.
Note: If you have any questions or issues, contact Eloqua support.
36
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Advantages to Eloqua
Using Eloqua with Custom Audiences opens out your marketing opportunities beyond your own simple email lists. Eloqua
gives you access to their large base of customers, which allows you to segment your customers using their digital body
language so you can select a target of those customers for a custom audience, expanding the reach of your social
advertising. If you are interested in adding Eloqua to your services, contact your Oracle Social Sales representative.
How long will it take for my custom audience to populate?
If you are using Eloqua to populate your custom audience, it will update the audience list hourly, so you will see changes
to your total audience numbers over time. For more informatio see the following topics on the Sources Tab.
Custom Audience Main Page
After you have created a custom audience, it will appear on the table on the main Custom Audiences page.
Below this will be a table listing all the custom audiences you have created, along with some basic information about each
one.
•
Status - The two options are Ready, which means your custom audience has been populated and is ready to be
used, or Waiting, which means you have created the custom audience, but haven't yet populated it.
•
•
•
•
•
Custom Audience - The name of your custom audience.
Facebook Match - The number of matches Facebook has found for the list you submitted.
Total - The total number of users that were submitted to Facebook from SRM.
Total Match - The percentage of users matched of the ones you submitted.
Last Updated - The last time anyone edited the custom audience.
Editing or Deleting a Custom Audience
Clicking the gear icon gives you the option for Edit or Create lookalike or Delete. Selecting Edit will take you to the edit
page for the custom audience, where you will be able to view specifics or make changes as necessary. Selecting Create
lookalike will help you create lookalike custom audiences. Selecting Delete will delete the custom audience from SRM
and from Facebook.
Custom Audience Detail Page
After your custom audience has been populated, the edit page will give you lots of information about your Custom
Audience. You can reach the edit page either by selecting Edit from the gear icon next to the custom audience name on
the main Custom Audiences table, or simply click on the row for the custom audience.
On the main area of the edit page is the name and description you entered for the Custom Audience, and the media
account you associated with the Custom Audience.Additionally, there is a percentage representing the total audience that
37
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
you are reaching on Facebook. This is figure is determined by dividing the number of users Facebook matched by the
number of users that were submitted to be matched.
The Sources Tab
The Sources tab shows you information about the audience lists you are using in the custom audience.
The Sources Graph
The graph gives you a visual representation of the changes in the number of users in your custom audience over the last
seven days. There are several separate lines:
•
•
•
Sources - There are separate lines for each to upload a CSV or an Eloqua source.
Updated Total - This line shows you the number of submitted audience members.
Facebook Match - This line shows you the number of matched audience members.
You can display trends of the changes in your custom audience, as audience members being added or removed as you
have made changes to your audience.
The Sources Table
Below the graph is a table of all the audience lists that make up your custom audience. The table has the following
columns:
•
•
Audience Name - The title of the CSV or Eloqua target that was uploaded to this custom audience.
•
•
Updated - The timestamp for the last time the custom audience was updated.
Change - The number and percentage of change to your custom audience when the custom audience was last
updated.
From - The source of the audience list, either CSV or Eloqua.
You can reorder the table by any of the columns.Click on the arrows next to the column header and the table will reorder.
The View History Tab
The View History tab gives you a full audit trail of changes that have been made to your custom audience.
The View History Graph
The graph gives you a visual representation of the history of your custom audience over the last seven days. It contains
two lines:
38
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 2
Workflow & Automation
Updated Total - This line shows you the number of submitted audience members.
Facebook Match - This line shows you the number of matched audience members.
The View History Table
This table includes all the changes or updates made to this custom audience, and has the following columns:
•
•
•
Action - What update was done to your custom audience, either Added or Deleted.
•
•
•
Updated - The timestamp for when the update was submitted.
Upload Status - Whether the update was successful or not.
Submitted Update - The number of audience members that were submitted to be either added or deleted from
the custom audience.
Audience Name - The title of the CSV or Eloqua target that was submitted as an update.
Source - The source of the audience list, either CSV or Eloqua.
You can reorder the table by several of the columns. Click the arrows to reorder the table columns.
You can also filter the table by source to display only changes made from CSV or Eloqua. From the Filter by Source
drop-down list select a source, and the table will refresh to only display the history of that source.
Creating Lookalike Custom Audiences
A Lookalike audience uses the details of the original audience as a base to create a similar audience.
Steps
1. Go to the Custom Audiences main page and find the custom audience you want to copy from the
table.
2. Click the audience gear icon and select Create Lookalike Audience from the drop-down list.
3. In the modal change any of the following fields:
•
Name (Optional) - If you choose not to give your audience a new name, it will have the name
of the original audience with _Lookalike at the end.
•
•
Country - Choose the country you want the audience to target.
Optimize for: - Choose how you want your audience to be optimized, for similarity or greater
reach.
4. When finished click Create.
A message appears with confirmation that your Lookalike audience was created.
Note:
•
•
It may take up to 24 hours to populate your audience.
Your Lookalike audience may not contain the same users as the original audience.
39
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 2
Workflow & Automation
Once you create a Lookalike audience, you cannot make changes to it.
Result
The Lookalike Main Page
This page provides information on your Lookalike audience, as well as information on the original audience the Lookalike
was created from, such as the country the lookalike is targeting, how it's optimized, and the media account that it is
associated with.
About Workflow
We've built the Workflow feature of the SRM platform to help you more easily collaborate with your coworkers, and help
you create and run processes so you can easily accomplish tasks as a group without ever leaving SRM. With SRM
workflows, you can create workflow templates that you can use and reuse for your standard projects, and track and
comment when you use those templates in a group collaboration space.
Creating Workflow Templates
First, you will need to create some workflow templates. Workflow templates are a series of steps . You can create
templates as simple as a single step, or as complex as multiple steps with multiple approvals. These templates can be
used over and over again, so you can use them to standardize the steps you follow to do common projects or campaigns.
You create your workflow templates in the Workflow section of Workflow & Automation.
Steps
1. Click Create Workflow.
2. Give your workflow a unique name.
3. Click Save.
Your workflow will be saved, and you'll be taken to the edit page for that workflow.
Result
To start adding steps to your workflow template, click Add Step. A modal window will open, allowing
you to set the options for the step.Workflow templates are saved in your root bundle, no matter which
bundle you are in when you create them. To use that workflow in a specific bundle it must be added
to that bundle by using the bundle edit page in Workflow & Automation.
You can get more information on adding items to bundles in the Bundles topic.
Workflow Step Types
When creating a workflow, you first select the step type. Each step type has different options.
40
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
To Do Step
•
Description - Enter what exactly the assignee will need to do for this step. For example, find images to use in the
fall campaign post.
•
Assignee - Select who you want to do this step.
The drop-down menu has several choices for you to assign the step. These are, a single person from your
bundle, a team assigned to your bundle, or Assign Later, which lets you wait until the workflow template is used
to assign the step. All the people and teams assigned to your bundle are listed as options in the drop-down menu.
You can also type a name into the search box to find someone specific.
Approval Step
•
Description - Enter what exactly the assignee will need to do for this step. For example, approve the images for
the fall campaign.
•
Assignee - Select an assignee for the step.
Note: This cannot be the first step in the workflow.
Create Post Step
•
Assignee - Since the title of the step explains what the step is, you only have to assign the step.
Publish Post Step
•
This step is a trigger for SRM to automatically publish the post when this step is reached. You don't have to enter
any information for this step.
•
This step requires that a Create Post step be included in the workflow and must appear after it.
Once you have entered the details on the step, click Add to add the step to your template.
Keep adding steps by clicking Add Step.
Rearranging Steps
If you need to reorder your steps, just click on a step and drag it to the place you want it.
Saving Your Template
Once you are finished adding all your steps, click Save. Your workflow will appear in the list on the main Workflow page.
41
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Editing or Deleting a step
If you need to edit a step, click the pencil icon next to the step name. It will open the modal up again and you can make
any changes you need to. To delete a step, click X. The step will be automatically deleted.
When you go back to the main Workflows page, your workflow template will appear on the main page. If you need to
delete or edit the template, click the gear icon and those options will appear in a drop-down list.
Using a Workflow
Once you have your workflow template set up, you will be ready to use it. you will do this inside a thread.
What is a Thread?
Threads are collaboration spaces, where you can have a conversation with your coworkers about your project, and track
the progress of your workflow. You can be a participant, which means you are assigned a task or are part of a team that's
been assigned a task, or an observer, which means you aren't assigned a step but you can comment in the thread.
Threads live in the Collaborations section of the Home page. Also displayed on the homepage the News and Updates
tab in addition to the Collaborations tab.
Starting a Thread in Publish
You can also start a thread from the Create a Post page in Publish. On the Create a Post page is the Select Your
Workflow section. This section will only appear if you have previously created some workflow templates.
Select the workflow you want to use with the post, and then enter a name for your thread. The thread will automatically be
created for you. You will be able to assign users and teams after you select to save the post.
Note: If you select multiple streams when you create a post and assign it to a workflow, you will start threads for
every stream you select. Each step in all the threads that are created will have the same user or team assigned to
it. Ensure that's what you really want to do.
Active and Closed Threads
This page includes an Active and Closed section. Active contains threads that are still active - they either still have steps
to be completed, or there is conversation still happening inside.
Closed contains threads that have completed all steps in their workflows. When a thread is closed by the thread creator,
comments can no longer be added. However, you can still display the full audit trail of activity and comments, which you
can export if you need to.
Inside Active and Closed are two options, Participating and Observing. Those are the roles you are assigned to for each
thread.
42
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
•
Participants are users or teams who are assigned to steps in the workflow and can comment on the thread.
Users/teams who you assigned when you created the workflow will be automatically added as participants when
you start the thread with the workflow. When you assign a step to a user/team after the thread has started, those
users/teams will then be added as a participant.
•
Observers are users or teams who can view what is happening in the thread, but are not assigned to a step. They
can comment on the thread. You will add any observers after you create the thread, using the drop-down list.
So, if you click Participating in Active, only the active threads that you are a participant in will be displayed.
Note: If a user or team is removed from the SRM, the step will be assigned to the thread creator. If the step was
assigned to a user in the workflow template, the step assignee will be changed to Assign Later.
Completing a Step
When it is your turn to complete a step, you will receive an email letting you know it's time and with a link to the thread
page. When you have completed your task, the system will then send an email to the person assigned to the next step in
the flow.
Creating a Post Step
If your task is to create a post, clicking Create Post will take you to Publish, where you can create your post. Displayed
will be the thread name that the post is linked to. Currently, you cannot schedule a post when you create a post through a
thread, but we're working on that.
Note: You will not be able to publish the post at this point. When you are finished with the post, you will be able to
save the post as a draft so others can review it. Clicking Save Draft will trigger the system to send an e-mail to the
next person assigned to the next step in the flow.
Publishing the Post
If your flow contains a Publish Post step, once the last step before Publish Post is complete, the system will
automatically publish the post for you.
Comments and Activity
Beneath the steps in your workflow are the comments and activity that has occurred in your thread. These form a handy
audit trail to what's been happening on your thread. Comments and completed steps will appear in this area. You can add
comments using the provided box.
To display only completed tasks, click Activity. If you only want to display added comments, click Comments.
43
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Exporting the Audit Trail
To make a report how your thread progressed, click Export Audit Trail. Clicking the button will open a download window
where you can save the audit trail as a CSV file.
About the Notification Widget
To keep up with your tasks in Workflow, use the notification widget which lets you know what is happening to your
threads. These notifications are items that don't warrant an email, but are things you still want to know about if you are in
the SRM platform.
Click the Notifications link to display any new notifications. Clicking will open the widget, and display your last five
notifications. The following lists the available notification types:
•
•
•
•
•
•
•
•
Step Completed
It's Your Turn!
Step Rejected
Workflow Started
Workflow Completed
Conversation Closed
Observer Added
Observer Unsubscribed
Clicking on a notification will take you to the thread that the item is about, where you can take action if necessary.
The Automation Tab
On the Automation tab, you can set rules to automatically label, assign, and delete posts. This can help you censor or
categorize content, and then either forward it to a person for further processing or delete it immediately.
Note: Any automations you set on this page affect your top-level bundle (your account as a whole) and are not
bundle-specific.
Creating Auto-Label
In addition to manually adding labels to posts in the channels you monitor, you can set an automation rule so that anytime
specific words are used in posts, those posts automatically are assigned a certain label.
Steps
1. Click Automations, then click the AUTO-LABEL + Add icon.
2. Enter a name for your rule.
3. Enter keywords. These are the keywords to search for across the channels you select.
Options:
44
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 2
Workflow & Automation
Whole word matches only. Choosing this option will only label messages that use the specified
whole word in your keyword, instead of a partial match, which is the default option.
•
Sequence of consecutive digits. Selecting this option let's you match any sequence of
consecutive digits for a number of your choice. For example, if you wanted messages to autolabel any time they contain nine consecutive digits, such as a social security number, enter "9"
in that box. That will label any messages that contain exactly nine consecutive digits, no more,
no less.
4. Select the channels from the list. The keywords entered in step 3 are searched for all the channels you
select here. For example, all channels you own.
5. Select a label. Every time the keywords you entered in step 3 are found on the channels you entered
in step 4, they are auto-labeled based on your input here. For example, you can enter the keyword
Problem in step 3 and the label name as Complaint.
6. Click Create.
Using Auto-Assign and Auto Delete
You can set an automation rule so that anytime specific labels are given to posts, they are assigned to a specific person
or they are automatically deleted.
For example, you can set an auto-label rule so that whenever the keyword Problem is found in a post, it is labeled
Complaint. Then, you could add an auto-assign rule so that any post labeled Problem is automatically assigned to your
community manager, or you could set an auto-delete rule so that any post labeled Complaint is automatically deleted.
Steps
1.
2.
3.
4.
Click Automations, and then click the AUTO-LABEL + Add icon.
Enter a name for your rule.
Enter the label names, and click Next.
Select to either delete all posts with those labels or automatically assign those posts to a person. If you
assign them, then you must also select the user name from the list. That user will receive a notification
of the post.
5. Select the channel or channels from the list.
6. Click Create. If you chose auto-delete, you must confirm that you want all those posts deleted.
Auto Labeling with Indicators
By default, messages from your Listen & Analyze topics, and in some cases your owned channels, are auto-labeled with
indicators. This includes both standard indicators and any custom indicators that have been created in your account.
You can control which indicators are labeled automatically by deselecting and selecting the indicators in Workflow &
Automation.
Steps
1. Navigate to Workflow & Automation, then click the Automations tab.
Note: The list of indicators you see in the Indicator Auto-Labeling section include standard and
custom indicators for your account.
2. To exclude an indicator from auto-labeling, deselect the indicator in the Indicator Auto-Labeling section.
Messages in your account will no longer be labeled with the deselected indicator.
3. To include an indicator in auto-labeling, select the indicator in the Indicator Auto-Labeling section.
Messages in your account will be labeled with the selected indicator.
45
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 2
Workflow & Automation
Result
For more information about creating indicators, refer to Creating Indicators.
The Plugins Tab
On the Plugins tab, you can add connections to your Bitly, Oracle CRM On Demand, Oracle Service Cloud, and Siebel
CRM accounts.
Note: Any connections you add here affect your top-level bundle of your entire account, and are not bundlespecific. The Plugins tab is only for the Engage product.
Custom Bitly
Your custom Bitly is used for the shortening when you click Shorten Links for URLs in your message box.
Enter the Bit.ly user name and Bit.ly API Key, and click Save. See your Bitly account information for your Bit.ly API key.
About Configuring Oracle CRM On Demand, Oracle Service Cloud,
and Siebel CRM
If you have an Oracle CRM On Demand, Oracle Service Cloud, or Siebel ‘CRM account, you can send messages from
Oracle SEM into Oracle CRM On Demand, Oracle Service Cloud, or Siebel CRM as a service request.
For example, you can give posts with certain terms the label Customer Service. Search for posts with the Customer
Service label, open the post, and select Send to CRM On Demand, Send to Oracle Service Cloud, or Send to Siebel
action from the drop-down menu to forward it to the respective service request system. In the internal activity, you can see
who forwarded the request and when, as well as the incident number in the service request system. When the incident is
resolved, you see the internal activity updated in Oracle SEM, and you also receive an email notification.
To configure your CRM On Demand, Oracle Service Cloud, or Siebel CRM integration, enter your Oracle CRM On
Demand, Oracle Service Cloud, or Siebel user name, password, and URL identifier where prompted, and click Save.
Note: Depending on the version of the target integration, custom attributes might not be available. For all
information about enabling and configuring custom attributes specific to your deployment, contact your Customer
Service Manager.
46
Oracle Social Relationship Management
Social Relationship Management User Guide
3
Chapter 3
Listen & Analyze
Listen & Analyze
Listen & Analyze
Introduction to Listen & Analyze
Welcome to Listen & Analyze.
Listen & Analyze gives you an in-depth look into how users are interacting with your Facebook Pages, Twitter streams,
Google+ Pages, YouTube channels, and the content you publish through Oracle SRM in Publish and Content & Apps.
This granular data can help you understand these interactions and improve your content, creating more user engagement
with your brand. It includes metrics for all your Oracle Social Marketing tools, with separate sections for account-wide
metrics, data on your streams & posts, and data on your views and modules.
Listen & Analyze also includes dashboards and reports from Social Engagement and Monitoring (SEM). The Dashboards
tab provides a real-time and automated view into the social side of your business by revealing trends using a variety of
analytical indicators. The SEM Reports tab allows you to quickly track user and data activity. With user reports, you can
see the internal actions per user during a specific time period. For data reports, you can see all content for a channel
during a specific time period.
Basic Terminology
Let's go over some terminology that you will see throughout these topics. Many of these names or phrases are specific to
Listen & Analyze, so it is important to know what they refer to.
•
•
Fans: Facebook users who have clicked the Like button on your brand's Facebook page.
•
User Engagement: This metric measures the actions that have been taken on your brand's Facebook page's
Wall.
•
Actions: These items happen on your brand's Facebook wall. It includes Likes, comments, posts, Shares, clicks,
and engagement with wall apps, like polls or quizzes.
•
Indicators: Preconfigured filters that extract and analyze precise aspects of conversations. An indicator contains
logic designed to recognize a specific response or reaction within each conversation. For example, if social media
content has language describing a problem with a product or service, then that conversation is categorized into
the Problem indicator.
•
•
Content Type: Types of social sources, such as microblogs, blogs, message boards, social sites, and so on.
•
Messages: These are social posts, and they make up your Listen & Analyze subscription (what you are charged
for in Listen). The number of messages you can bring into your account is listed on the Listen Topics page. A
single message can result in multiple mentions, which are defined below.
Active Users: This is a metric defined by Facebook. Their definition is fans and non-fans who have viewed your
brand's page or its posts. This includes when a post appears in their newsfeed or a visit to view a post directly on
your page.
Topic: The organizational structure used to group a set of keyword searches that are created to aggregate and
track relevant social media conversations. Topics are given a name for easy recognition. For example, the topic
Oracle could aggregate posts that mention Oracle, @Oracle, or Oracle Corp.
47
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Mentions: These are social mentions that match your Topic criteria. A single message (social post) can result in
multiple mentions.
•
Theme: Listen semantically filters conversations that have matched to a topic's search query and groups them
into like conversations. These groups, or themes, enable quick and accurate depictions of conversation drivers
for the topic.
•
Sentiment: Tonality of a mention (positive, negative, or neutral).
Software Note
This feature uses Highstock JS and Highcharts software, which is owned and licensed through Highsoft Solutions AS.
Related Topics
•
•
The Resources Tab: Intro
SRM Knowledge Base Home Page
The Resources Tab: Introduction
The Resources tab gives you a valuable and in-depth look at how your streams are performing. The pages within the tab
are made up of modules and each module is a graph or chart showing you data on various aspects of your streams. Let's
go through the interface of the tab, so you know exactly where to find the information you need.
You can work with the Resources tab if you are an Oracle Social Marketing customer.
Resource Selector
All the resources in your selected bundle will be listed in the Resource Selector drop-down menu, separated out into
Facebook Pages, Content & Apps Views, Twitter streams, Youtube, and Google+ Pages. Click the resource you want to
see from the menu and the page will refresh, displaying metrics for that item.
You can also view metrics for certain social network resources all rolled up - simply select All Facebook Pages, All
Twitter Pages, or 25 Newest Content & Apps Views from the drop-down menu and you'll see an aggregate of your top
25 streams.
Selecting a Date Range
You can select a specific date range for your data by using the Date Range Selector. This selector lets you view your
data for the last seven days, last 30 days, or from a range of your choosing.
•
To view data by Week or Month: Click the text link for Last 7 or Last 30 days and the graphs will refresh to display
the new date range.
•
To select a specific date range: Click the Range text link. Two calendars will appear, one for Start date and the
other for End date. Select a date on each calendar, then click Apply. The graphs will refresh to display the new
date range. Use the arrows to scroll to different dates or ranges.
48
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Categories
Each social property resource has different categories for metrics, giving you a breakdown so you can get the greatest
amount of information possible.
•
•
•
•
•
Facebook Pages: Dashboard, Fans, Engagement, Visibility, and Posts
Content & Apps Views: Visitors, Engagement
Twitter Streams: Overview, Engagement
Google+ Pages: Dashboard
YouTube: Channel Overview, Videos
Category Help Guides
On each sub-page of the Resources tab there are Help Guides. Unique questions for each page will appear when you
click on the page. Click on a question and a dialog window will pop up, answering the question.
Exporting Your Listen & Analyze Info
You can easily export your Listen & Analyze info so you can make your own reports. You can subscribe to get your
metrics emailed to you, or download certain pages or all of them as an Excel spreadsheet. Use the SUBSCRIBE or
DOWNLOAD links on each page of the Streams & Posts tab.
Prerequisites
Note: These reports are based off of the time zone of the network or GMT. For instance, Facebook is
based on PST, while Twitter uses GMT.
Subscribing to a Report
When you subscribe to Listen & Analyze, we'll email you an Excel report containing all the Facebook metrics in Listen &
Analyze for the streams in your bundle. You can select a specific Facebook stream, or all your Facebook streams in your
current bundle. You can subscribe from the Dashboard page. Here's how you subscribe:
Steps
1. Make sure you have the streams you want selected in the Stream Selector.
2. Click the Analytics text link. A modal window opens and displays your delivery information and options.
3. The following delivery information is displayed:
•
Streams Included in this Report: View the stream or streams you selected. To change the
view, click Cancel and select the streams you want in the Stream Selector.
•
Deliver to: Reports are automatically sent to your account email address, which is displayed in
this field.
4. Select your report frequency - how often you want to get the reports emailed.
49
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
5. Click Save. A confirmation message will appear.
If you need to delete your subscription, click the same Analytics text link, then click the Manage All
Subscriptions text link to be taken to the Subscription Manager, where you can unsubscribe from the
email.
Result
Downloading a Report
Each page in the Resources section has a DOWNLOAD: This Page link. To download an Excel spreadsheet of the data
from that page, click This Page and a download modal will open. This modal gives you the option of where to save the
resource on your computer.
Bundles with 25+ Streams
If you are viewing a group of resources in a bundle that has more than 25 streams, you will be given an option when you
go to download a report. You can either download the data for what's currently displayed on the page (the data for your
top 25 streams), or all the data for all of your streams in the bundle.
Select the option you want, then click Download. Your report will be prepared and you will be given the option of where to
save it on your computer.
Exporting a Chart
Every chart on every page of the Resources tab is available for you to export. Click the Export Graph icon to export the
graph in either PNG or PDF format.
Select which file type you want, select where you want to save the file, and it will begin downloading.
Related Topics
•
•
The Resources Tab - Facebook Dashboard
SRM Knowledge Base Home Page
The Resources Tab: Facebook Dashboard
When you first click Resources tab, the first place you'll be taken is the Dashboard category for a Facebook page. The
Dashboard functions as an overview of your Facebook page's activity over the set date range. Displayed are numbers
from the Fans, Engagement, Visibility, and Posts category sections of the tab.
You can work with the Dashboard category if you are an Oracle Social Marketing customer.
Let's go through each module on the page and talk about the metrics and what data the charts show.
Fans
The first and largest module on the page is the Fans graph. A fan is a Facebook user who has liked your brand's page.
This line graph shows you the growth of fans of your page. The graph also displays the following metrics:
50
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Total Fans: The total number of people who have liked your page. Also displayed is the change percentage over
the given time range.
•
•
•
New Fans: The number of new people who have liked your page.
Removed Fans: The number of people who have unliked your page.
Avg. New Fans Per Day: The average number of new people who have liked your page within the specified
timeframe.
To display more metrics about your fans, click the See More link and you'll be taken to the fans category page.
Fan Demographics
This graph shows the age and gender of your fans, based on the information they have provided in their user profiles.
Hovering over the bars on the graph will show you the gender and the total number of fans in that age group that the bar
is representing.
The following metrics are displayed below the graph:
•
•
•
Male: The total number of your fans who are males.
Female: The total number of your fans who are females.
Top Gender/Age: The gender/age of the largest segment of your fans.
Top Fan Sources
This pie chart shows you the Top Fan Sources, which includes places inside Facebook (not including your page) and
external websites. The pie chart will display the top five sources. For a complete list, click the See More link to display the
Fans: Overview page.
The following metric is displayed below the chart:
•
Top Fan Source: The source that has referred the most users to your page.
Reach and Impressions
The Reach line graph displays the Unique Impressions for your page - the number of people who have seen any content
associated with your page (this number is an estimate). The Impressions line graph displays the Impressions for your
page - the total number of times content associated with your page was displayed on a browser.
You can hover over each data point in each graph and the number of Unique Impressions or Impressions for a specific
day will be displayed. The graphic also displays the following metrics:
•
Reach: The average number of unique users who saw content associated with your page during the date range
selected. This includes Ads and Sponsored Stories that point to your page.
•
Note: Reach does not equal the sum of Organic, Viral, and Paid Reach, because Facebook may count users in
more than one category.
51
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Average Reach/Day: The average number of people who have seen any content associated with your page per
day, within the specified timeframe.
•
Total Impressions: The total number of times content associated with your page has been displayed on a
browser.
•
Average Impressions/Day: The average number of times content associated with your page was displayed on a
browser within the specified timeframe.
For more metrics about your Unique Impressions or Impressions, click the See More link for either graph and you'll be
taken to the Visibility: Reach or Visibility: Impressions category page.
Engagement
This line graph displays the Stories for your page. The stories include:
•
•
•
•
•
•
•
•
•
Liking your page
Posting to your page's Wall
Liking
Commenting on or sharing one of your page posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Phototagging your page
Checking in at your place
You can hover over each data point on the graph and the number of Stories for a specific day will be displayed. The graph
also displays the following metrics:
•
Page Stories: The number of stories created about your page. The stories include:
•
•
•
•
•
•
•
•
•
•
Liking your page
Posting to your page's Wall
Liking
Commenting on or sharing one of your page posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Phototagging your page
Checking in at your place
Avg. Page Stories/Day: The average number of stories created about your page within the specified timeframe.
52
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
To view more metrics about your page's Engagement, click the See More link for the graph and you'll be taken to the
Engagement category page.
Posts
This line graph displays the number of posts you have made to your page. You can hover over each data point on the
graph to display the number of posts you made on a specific day. The graph also displays the following metrics:
•
Total Actions: The number of likes, comments, shares, video plays, photo views, clicks, and other clicks that
came from your page's posts.
•
•
Likes: The number of likes that came from your page's posts.
Comments: The number of comments that came from your page's posts.
To display more metrics about your Posts, click the See More link and you'll be taken to the Posts category page.
The Resources Tab: Facebook Fans
The Fans section of the Resources tab shows you metrics all about your fans. This section is divided into two parts:
Overview and Fan Demographics.
You can work with the Fans section if you are an Oracle Social Marketing customer.
Fans: Overview Section
The Fans: Overview section shows you metrics about the quantities of fans you have on your page.
Fans by the Numbers
The first and largest graph on the page is actually four different graphs in one. These are, New Fans, Removed Fans, and
Total Fans. Selecting the metric's name from the drop-down list refreshes the graph so it displays the information for that
particular metric. You can also display the New Fans and Removed Fans lines at the same time on the graph by selecting
New vs. Removed Fans from the drop-down list. This allows you to compare these metrics directly against each other.
•
•
•
New Fans: How many new people have liked your page.
Removed Fans: How many people Unliked your page.
Total Fans: The total number of people who have liked your page.
For each graph, the total number for the metric is displayed in the drop-down list. Also displayed is a percentage change
indicator for the metric number, showing whether the change is positive or negative, along with the actual percentage
number.
Hover over the individual data points on the graph and an exact number for a specific day within the time range will be
displayed.
The following metrics are displayed below the graph:
53
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Total Fans: The total number of people who have liked your page.
•
Removed Fans: The number of people who have Unliked your page.
Chapter 3
Listen & Analyze
New Fans: The number of new people who have liked you page.
Avg. New Fans/Day: The average number of new people who have liked your page within the specified
timeframe.
Fan Sources
This list displays the most common places new fan can like your page, the number of likes that came from each, and the
percentage each makes up of the total number of sources.
The data is also displayed in a pie chart, showing the most common fan sources.
Demographics
The Fan: Demographics section shows you demographic data about the people who have liked your page.
Fan Map
This map shows you the top 20 countries and cities where your fans are located around the world.
Hover over a country and the country’s name and total fan count will appear. Hover over areas of concentration to view a
specific location’s name and fan count for that area.
The following metrics and the percentage of the total of that metric are displayed below the map:
•
•
•
•
Total Fans: The total number of people who have liked your page.
Top Country: The country where the highest number of your Fans live.
Top City: The city where the highest number of your fan live.
Top Language: The language that the highest number of your fan have set as their default language.
Top Locations
These lists are a breakdown of location data (countries, cities, and languages) about the fan of your page, ordered from
highest to lowest. There are two charts, one from the earliest date from the range that is displayed and one from the
latest.
Text links labeled countries, cities, and languages, enable you to display the data for that particular metric. The list
automatically displays the first ten locations. Click Show the full list to display all available records.
Gender/Age Graph
This graph shows you the age and gender of your fan based on the information they provide in their user profiles.
The graph also displays the total gender count and age data. Click one of the links to refresh the graph and view specific
data.
Gender
54
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This pie chart displays the gender breakdown of your fan. The chart displays segments for male, female, and unknown
genders.
Gender/Age Charts
These charts are based on the age and gender information your fans have provided in their user profiles. The data is
ordered from highest to lowest. The charts are separated into male and female age groups, and show the total for the
particular group, the percentage of the total number of fans that represents, and the change over the specified time frame.
There are charts for two dates: the earliest date from the range you are viewing, and the latest date from the range you
are viewing.
Related Topics
•
•
•
The Resources Tab - Facebook Engagement
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Facebook Engagement
The Engagement section of the Resources tab shows you data about the interactions users are having with your page
and its content. This section is divided into two parts: Overview and Demographics.
You can work with the Engagement section if you are an Oracle Social Marketing customer.
The Engagement: Overview Section
The Engagement: Overview section shows you metrics about the quantities of engagement with your page and its
content.
Engagement Graph
The first and largest graph on the page is actually three different metrics in one. They are, page Stories, Engaged Users,
and page Consumptions. Clicking the metric's name on the drop down menu will refresh the graph so it displays the
information for that particular metric. You can also display metrics for certain combos of metrics together on the graph by
selecting the combo from the drop down, such as Engaged Users vs Consumptions.
•
Page Stories:The number of stories created about your page. The stories include:
•
•
•
•
•
•
•
Liking your page
Posting on your page’s wall
Liking
Commenting on or sharing one of your page posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
55
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 3
Listen & Analyze
Phototagging your page
Checking in at your place
Engaged Users: The average number of unique users who have created a story or clicked on content from your
page during the date range selected.
Note: We use the daily unique numbers to provide a custom date range, which means there may be some
overlap in the summary data for these metrics.
•
Consumptions: The number of times people clicked on any of your page's content without generating a story.
For each graph, the total number for the metric is shown in the drop-down list. Also displayed is a percent change
indicator for the metric number, which shows whether the change is positive or negative, and also the actual percentage
number.
Hover over the individual data points on the graph to display the exact number for a specific day within the time range you
are viewing.
Engagement Chart
This list displays how users are interacting with your page and its contents. The list is broken out by the type of
engagement, ordered from highest to lowest.
Text links labeled stories, people talking about this, and consumptions enable you to refresh the list, displaying the
data for that particular metric. The list shows you the total number for that metric, and the percentage that metric makes
up of the total engagement.
Engagement Pie Chart
This pie chart displays the same data about the engagement for this stream as the previous chart, but in a different visual
style.
Text links labeled stories, people talking about this, and consumptions enable you to refresh the pie chart, displaying
the data for that particular metric.
Negative Feedback Chart
This list displays the number of times people performed a negative action on your page or its content (For example,
unliked your page or hid a post). The list is broken out by the type of action, and shows you the total number for that type,
and what percentage that represents for the total number of negative feedbacks.
Some notes on negative action types:
•
•
Page unlikes only includes users who explicitly unliked your page.
Removed fans also includes users who are no longer fans of your page for other reasons, like if the user’s
account is no longer active.
Negative Feedback Pie Chart
This pie chart displays the same data about the negative feedback on your stream as the previous chart, but in a different
visual style.
Top Engaged Users
56
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This is a dynamic list of the ten users who have posted to your wall and commented on your posts the most in a 90 day
period. Dislayed are the user's profile pic, name, gender, language, and number of comments they've made on your
posts.
To display the actual comments the user has made, click the Comments box. The box will expand, displaying the actual
text of the comments the user has made.
Referral Sources
This list shows you the external websites that are sending people to your Facebook page. The list shows you the site
name, number of referrals, and what percentage that number makes up of the total referrals from all the sites.
The list automatically displays the first 10 external sources. To display a full list, click Show the full list, and the list will
expand.
The data is also displayed in a pie chart, showing the most common referral sources.
Demographics
The Engagement: Demographics sections shows you demographic data about the people who have been sharing stories
and interacting with your page.
Engagement Map
This map shows you the top 20 countries and cities where the people engaging with your page are located around the
world. Hover over areas on the maps to display the number of engaged users in each portion of the map.
The following metrics and the percentage of the total of that metric are displayed below the map:
•
•
•
Top Country: The country where the most people are talking about your page.
Top Language: The language that the most people talking about your page have set as their default language.
Gender-Age: The gender/age segment of the highest number of people talking about your page.
Locations/Languages Chart
This list is a breakdown of the countries and languages of your fans, ordered from highest to lowest.
Text links labeled country and language enable you to refresh the list and the data for that particular metric. The list
automatically displays the first 10 items, click Show the full list to display all records.
Locations/Languages Pie Chart
This pie chart displays the same data about locations/languages as the previous chart, but in a different visual style.
Text links labeled country and language enable you to refresh the list, displaying the data for that particular metric.
People Talking About This: Gender & Age
This graph shows you the gender and age segments of the people talking about your page.
The graph shows you the different agree groups with the darker colored bar representing males and the lighter colored
bar representing females in those groups. Hovering over a bar shows you the gender and age the bar represents and the
exact number of users in that segment.
57
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This data is also displayed in a pie chart.
People Talking About This: Males by Age
This list is a breakdown of the number of males who are talking about your page, broken out by age groups.
The chart shows you the age group, the total number of males in that age group, and what percentage that number
makes up of the total males talking about your page.
People Talking About This: Females by Age
This list is a breakdown of the number of females who are talking about your page, broken out by age groups.
The chart shows you the age group, the total number of females in that age group, and what percentage that number
makes up of the total females talking about your page.
Related Topics
•
•
•
The Resources Tab - Facebook Visibility
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Facebook Visibility
The Visibility section of the Resources tab shows you metrics about how your page's content is being seen by users. This
section is divided into three parts: Impressions, Reach, and Reach Impressions.
You can work with the Visibility section if you are an Oracle Social Marketing customer.
Impressions
The Visibility: Impressions section shows you metrics about number of times content associated with your page was
displayed on a browser.
Impressions Main Graph
The first and largest graph on the page is actually four different graphs in one. They are, Impressions, Paid Impressions,
Organic Impressions, and Viral Impressions. Clicking the metric's name on the drop-down list will refresh the graph so
it displays the information for that particular metric, or select All from the drop-down list to display lines for all of these
metrics at once.
•
•
Impressions: The number of times content associated with your page was displayed on a browser.
•
Organic Impressions: The number of times your posts were seen in the Newsfeed, Ticker, or on visits to your
page. These may come from your fans or non-fans.
•
Viral Impressions: The number of impressions of a story about your page by a fan or non-fan.
Paid Impressions: The total number of times content from a Sponsored Story or Ad pointing to your page was
displayed on a browser.
58
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
For each graph, the total number for the metric is shown in the drop-down list next to its name and below the graph. The
graph also includes a percent change indicator for the metric number, showing whether the change is positive or negative,
and the actual percentage number.
Hover over the individual data points on the graph to display the exact number for a specific day within the time range.
To display data for a specific date, click on the dot for that date and you'll be taken to the Date Drilldown page. For
information, refer to the Date Drilldown topic.
Impressions by Story Type Chart
This list shows you the total impressions of stories about your page published by a friend of a fan or non-fan, broken out
by story type. It displays the type of stories from your page, the number of stories of that type, and the percentage that
makes up of the total stories.
This data is also displayed in a pie chart, showing the top story types.
Reach
The Visibility: Reach section shows you metrics about the number of people who saw content associated with your page.
Reach Main Graph
The first and largest graph on the page is actually four different graphs in one. They are, Reach, Paid Reach, Organic
Reach, and Viral Reach. Clicking on the metric's name on the drop-down list will refresh the graph so it displays the
information for that particular metric, or select All from the drop-down list to display lines for all of these metrics at once.
•
Total Reach:The total number of daily unique users who saw content associated with your page during the date
range selected. This includes Ads and Sponsored Stories that point to your page.
Note: We use the daily unique numbers to provide a custom date range, which means there may be some
overlap in the summary data for these metrics. Also, Total Reach does not equal the sum of Organic,
Viral, and Paid Reach because Facebook may count users in more than one category.
•
Paid Reach: The total number of unique users who saw an Ad or Sponsored Story pointed to your page during
the date range selected.
Note: We use the daily unique numbers to provide a custom date range, which means there may be some
overlap in the summary data for these metrics. Also, Total Reach does not equal the sum of Organic,
Viral, and Paid Reach because Facebook may count users in more than one category.
•
Organic Reach: The total number of unique users who saw content about your page in the News Feed, ticker, or
on your page during the date range selected. This includes both fans and non-fans.
Note: We use the daily unique numbers to provide a custom date range, which means there may be some
overlap in the summary data for these metrics. Also, Total Reach does not equal the sum of Organic,
Viral, and Paid Reach because Facebook may count users in more than one category.
•
Viral Reach:The total number of unique users who saw a story about your page published by a friend during the
date range selected. Stories include Liking your page, posting to your page’s Timeline, Liking, commenting on, or
sharing one of your page’s posts, and other actions.
59
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Note: Facebook provides this metric as a unique number on a daily, 7-day, and 28-day basis only. In
order to provide a custom date range selector for you, we must use the daily unique numbers. As a
result, there is some overlap in users reached in this summary data, but you can display the unique daily
numbers by hovering over the data points in the graph.
For each graph, the total number for the metric is shown in the drop-down list. Also displayed is a percent change
indicator for the metric number, showing whether the change is positive or negative, and also the actual percentage
number.
Hover over the individual data points on the graph to display the exact number for a specific day within the time range.
To view data for a specific date, click on the dot for that date and you'll be taken to the Date Drilldown page. For more info
on this page, see the Date Drilldown topic.
Reach by Story Type (Estimated) Chart
This list shows you the estimated number of people who saw a story about your page, broken out by story type. It displays
the type of story, the number of stories of that type, and the percentage that makes up of the total reach.
This data is also displayed in a pie chart, showing the top story types.
Reach Demographics
The Visibility: Reach Demographics section shows you demographic data about the people who saw content associated
with your page.
Note: All the numbers on this page are estimated. We get them through the API from Facebook, who has their
own algorithm for calculating the metrics.
Reach Locations
This map shows you the top 20 countries and cities where the people you reached are located around the world.
The following metrics and percentage of the total of that metric are displayed below the map:
•
Most Reached Country: The country where the highest number of people Reached by your content live
(estimated).
•
•
Most Reached City: The country where the highest number of people Reached by your content live (estimated).
•
Most Reached Age/Gender: The age/gender of the highest number of people Reached by your content
(estimated).
Most Reached Language: The language that the highest number of people Reached by your content have set
as their default language (estimated).
Locations/Languages
This list and pie chart are a breakdown of location data (countries, cities, and languages) about the people your content
has reached, ordered from highest to lowest. Click the text links to view the data for country, city, or language. The top
10 highest are displayed on the main page, but you can click Show the full list to display all of the countries, cities, and
languages you have reached.
60
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Hover over a segment of the pie chart to display the exact Reach number and percentage for that particular city, country,
or language.
Gender & Age
This bar graph and pie chart show you the age and gender of the people your content has reached. Hover over each
bar to display the number for that gender and age pair, or over a segment of the pie chart to display the number and
percentage the segment makes up of the whole.
Males Reached by Age
This chart is a breakdown of the number of males your content Reached, broken out by age groups. The chart shows you
the age group, the total number of males in that age group, and what percentage that number makes up of the total males
your content Reached.
Females Reached by Age
This chart is a breakdown of the number of females your content Reached, broken out by age groups. The chart shows
you the age group, the total number of females in that age group, and what percentage that number makes up of the total
females your content Reached.
Related Topics
•
•
•
The Resources Tab - Facebook Posts
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Facebook Posts
The Posts section of the Resources tab shows you metrics all about your page's posts. This section is divided into three
parts: Overview, All Posts, and Insights.
You can work with the Posts section if you are an Oracle Social Marketing customer.
Overview
The Posts: Overview section shows you high level data about your page's posts.
Posts Main Graph
The first and largest graph on the page is actually six different graphs about your posts in one. They are, Impressions,
Posts, Likes, Comments, Shares, and Likes vs Comments. Clicking on the metric's name on the drop down menu will
refresh the graph so it displays the information for that particular metric.
•
Post Impressions: The number of impressions that came from all of the posts made by your page within the
specified timeframe.
•
Posts: The number of posts made by your page within the specified timeframe.
61
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Engagement Rate: The percentage of users who interacted with your post when they were exposed to it. This
is calculated by adding post likes, comments, Shares, link clicks, video plays, photo views, and answers then
dividing by Post Reach. We don’t include other clicks in this metric.
Note: Facebook reports post data for up to 28 days, so there is a chance post Engagement Rate may
fluctuate up to 28 days after posting depending on the popularity of the post.
•
•
•
•
•
•
•
Likes: The number of Likes on the posts made by your page.
•
•
Comments: The number of comments on the posts made by your page.
Love Reactions: The number of Love Reactions on posts published on that day.
Wow Reactions: The number of Wow Reactions on posts published on that day.
Haha Reactions: The number of Haha Reactions on posts published on that day.
Sad Reactions: The number of Sad Reactions on posts published on that day.
Angry Reactions: The number of Angry Reactions on posts published on that day.
Total Reactions: The number of all reaction types (Like, Love, Wow, Haha, Sad, Angry) on posts published on
that day.
Shares: The number of times the posts made by your page were shared natively on Facebook.
For each graph, the total number for the metric is shown in the drop-down menu next to its name and below the graph.
Next to the number below the graph, you'll also see a percent change indicator for the metric number, showing whether
the change is positive or negative, and the actual percentage number.
By hovering over the individual data points on the graph, you can see the exact number for a specific day within the time
frame you are viewing.
The following metrics are displayed below the graph:
•
•
•
•
•
•
Post Impressions
Posts
Engagement Rate:
Total Reactions
Comments
Shares
Content From
This chart shows you data about types of content in your Posts, broken out by content type. The list shows you the
content type, the total number for that content type, and the percentage it makes up of the total content posted to the
page.
This data is also displayed in a pie chart, showing the top content types.
Top Posts
62
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This list shows you the 10 top posts from the last 1000 made by your page. This is calculated by adding the Likes and
comments on each post. The post with the largest sum is the top post. For each post, you'll see content type, text,
timestamp, virality percentage, permalink, number of Likes, and number of comments.
Click the permalink to navigate to the post on Facebook.
All Posts
The All Posts page is exactly that - all the posts you have made to the selected Facebook page through SRM Publish and
natively during the selected time range, along with some basic metrics about the post.
There are two types of posts:
•
•
Published Post - A post that is published to your page timeline and will appear in your fans’ newsfeed.
Unpublished Post - A post that is not published to your timeline and will not appear in your fans’ newsfeed.
These posts are distributed to users only through promoted channels.
Note: Unpublished posts will be labeled as Unpublished and are available only for Facebook.
For more information on how to create and manage Facebook Unpublished posts, see Creating an Unpublished Post.
For information on how to engage and respond to comments on Facebook Unpublished posts, see About Folders.
Post Info
Here's what you'll see for each post:
•
•
•
•
•
Photo (if you posted one)
Social Network and stream name
Time stamp
Post content
A link to the post on in its native habitat on Facebook
You'll also see the following metrics:
•
Engagement Rate: The percentage of users who interacted with your post when they were exposed to it. This
is calculated by adding post likes, comments, shares, link clicks, video plays, photo views, and answers then
dividing by Post Reach. We don’t include other clicks in this metric.
Note: Facebook reports post data for up to 28 days, so there is a chance post Engagement Rate may
fluctuate up to 28 days after posting depending on the popularity of the post.
•
Virality Rate: The number of People Talking About This (unique people who created a story about this post)
divided by the unique Impressions for the post (the number of people who have seen this post [estimated]).
•
•
Reach: The number of unique users that saw the post.
•
Total Reactions: The number of times the post was reacted to (Like, Love, Wow, Haha, Sad, Angry).
Total Actions: The number of likes, comments, shares, video plays, photo views, clicks, and other clicks on the
post.
63
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 3
Listen & Analyze
Comments: The number of comments the post received.
Shares: The number of times the post was Shared on Facebook.
Sorting
You can view your posts by sorting them in several different ways:
•
•
•
•
•
•
•
•
Published At
Engagement Rate
Total Actions
Total Reactions
Comments
Shares
Virality
Reach
This helps you easily find the posts you want.
Insights
The Posts: Insights section gives you an in-depth look at the effectiveness of your page's posts.
Post Insights
The Post Insights scatter plot shows you when you have posted to your Facebook page and the number of Actions made
on that content. The white center circle represents the number of posts made on a certain day of the week and time of
day. The light outer circle represent the number of Actions (total actions from the All Posts page) made on those posts.
The following metrics are displayed below the scatter plot:
•
Best-Performing Time: The time of day and day of the week when your posts are performing the best, based on
the ratio of posts to interaction over a 90 day period.
•
•
Best Ratio: The ratio of posts to interaction that is the highest over a 90 day period.
•
Time Posted Most Frequently: The time of day and day of the week when you are posting to your page the
most frequently.
Worst-Performing Time: The time of day and day of the week when your posts are performing the worst, based
on the ratio of posts to interaction over a 90 day period.
Post Frequency by Hour
The three graphs (graph, chart, and pie chart) show you the distribution of how often you are posting to your page
throughout the day over a 90 day period.
Post Frequency Graph
64
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This graph plots the 24 hours of the day out so you can see when you are posting. Hovering over a bar on the graph will
show you the hour and the total number of posts for that hour.
Post Frequency Charts
This chart shows you the hours of the day, the total number of posts for the hour, and the percentage that makes up of the
total posts for the timeframe.
Post Frequency Pie Charts
This data is also displayed in a pie chart, showing the top hours.
Related Topics
•
•
•
The Resources Tab - Facebook Post Drilldown
Listen and Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Facebook Post Drilldown
Want to get more in-depth metrics on your posts? With the Post Drilldown page, you can see metrics on a specific post by
clicking on a post from the All Posts page or one of your top posts on the Post Overview page.
You can work with the Post Drilldown section if you are an Oracle Social Marketing customer.
When you click on the post, you'll be taken to the Drilldown page for that post. Here's what you'll see:
Summary
In the summary section, you'll see the post itself, the image (if you attached one), the text of the post, the link (if you
attached one), the date and time it was posted, and the permalink. You'll also see some metrics about the post: the
number of Reactions by type, comments, and shares of the post.
Beneath the post you'll see the following metrics:
•
Virality: The number of people talking about this (unique people who created a story about this post) divided by
the unique Impressions for the post (Estimated number of people who have seen this post).
•
Engagement Rate: The percentage of people who interacted with your post when they were exposed to it. This
is calculated by counting the number of people who clicked anywhere in your post, and dividing by the Reach.
•
•
•
People Talking About This: The number of unique people who created a story about this post.
Reach: The number of people who have seen your post.
Total Negative Feedback: The total number of negative feedback actions on this post. This includes clicking the
X button, hiding the post, and reporting the post as spam
65
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
People Talking About This
This section shows you all the comments made on the post. You'll see the user pic and name of the Facebook user who
commented, the full text and time stamp of the comment.
You'll see the first five comments on the post, then the section will paginate. Click Next to see more comments, if there
are more.
Engagement
This section gives you metrics about the Engagement that happened on the post.
•
•
•
Engaged Users: The number of people who clicked anywhere in your posts.
•
Comments by People Talking About This: The number of unique people who created a story about this post by
commenting on it.
People Talking About This: The number of people who commented.
Likes By People Talking About This: The number of unique people who created a story about this post by
Liking it.
Virality
This section shows you metrics about stories that were made about this post. You'll see the number of Reactions by type,
Comments, and Shares that were made on the post, plus the percentage these made up of the whole. This info is also
shown as a pie chart.
Reach
This section shows you metrics about the people who have seen this post.
•
Total Impressions: The total number of impressions made on your post, including Paid, Organic, and Viral
impressions.
•
Organic Impressions: The number of times your post was seen in the News Feed, ticker, or on visits to your
Page. This includes impressions from your fans or non-fans.
•
Viral Impressions: The number of stories about your post published by a friend of a fan or non-fan. These
stories include liking, commenting on or sharing the post.
•
Paid Impressions: The number of times content from a Sponsored Story or Ad pointing to the post was
displayed on a browser.
66
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Consumptions
This section shows you metrics about consumptions: the number of times people that clicked on your page's content,
including clicks on links, photo views, video plays, post timestamp, user names, and clicks that do not generate a story.
Note: The types of clicks displayed will change depending on the type of post, such as video, photo, and link.
These metrics are the unique (per Facebook's algorithm) clicks on the link within your page's content.
You can view this metric by consumptions or unique consumptions by clicking the text links above the charts.
Negative Feedback and Unique Negative Feedback
These lists and pie charts show you the number of users who took negative feedback actions and unique negative
feedback actions on this post, broken out by type of action. The unique numbers only count one user who performed
multiple actions, while the regular feedback number counts each action separately. The list shows you the total number
for each action, and the percentage it makes up of the total number of actions.
The types are:
•
•
•
•
•
X Button Clicks: The number of users who clicked X on the post.
Unlike page Clicks: The number of users who clicked Unlike page on the post.
Hide Clicks: The number of users who clicked Hide Story on the post.
Hide All Clicks: The number of users who clicked Hide All on the post.
Report Spam Clicks: The number of users who clicked Report Spam on the post.
Related Topics
•
•
•
The Resources Tab - Twitter
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Twitter
With Twitter Listen & Analyze you can see an overview of your Twitter streams, with followers, tweet insights, and top
tweets, then go in-depth with engagement metrics, like retweets, mentions, and Workflow & Automation clicks.
You can work with the Twitter section if you are an Oracle Social Marketing customer.
67
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Viewing the Metrics
Click the Resources tab and you'll be taken to the Dashboard page. Use the Stream Selector to select a specific Twitter
stream and display all your Twitter pages at once by selecting All Twitter Pages.
When you click on your choice, the page will refresh, taking you to the Twitter Listen & Analyze page. This section is
divided into two parts: Overview and Twitter Engagement.
Working With Time Range of Data
Using the Date Range Selector
Select a specific date range for your data by using the Date Range Selector. The selector lets you view your data for the
last seven days, last 30 days, or from a range of your choosing.
•
To view data by Week or Month: Click on the text link for Last 7 or Last 30 days and the graphs will refresh to
display the new date range.
•
To select a specific date range: Click the Range text link. Two calendars will appear, one for Start date and one
for End date. Select a date on each calendar, then click Apply. The graphs will refresh to display the new date
range.
The date or dates that the graphs are currently displaying can be changed by using the arrows to scroll to different dates
or ranges.
Categories
Each social property resource has different categories for metrics, giving you a breakdown so you can get the greatest
amount of information possible.
Twitter Overview
The Twitter: Overview section shows you the metrics about general activity on your Twitter stream.
Followers
This module is a line graph that shows the total number of people who are following your brand on Twitter, showing you
how your follower growth is trending. Display the total for each day by hovering over the data point for the day.
Tweet Insights
This module is a scatter plot showing average posting and engagement to your tweets. This is designed to show you
when you are tweeting and the engagement those tweets have received.
The inner circle represents the average number of tweets you have made on that day of the week/time of day. The outer
circle represents the amount of engagement those tweets have received.
Top Tweets
68
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This module displays the ten tweets that had the most retweets from your last 30 days of tweets. Displayed are text of
each tweet, the time and date it was posted, and the number of times it was retweeted.
Twitter Engagement
The Twitter: Engagement section shows you the metrics about the engagement your brand's tweets received.
Engagement
This module is a bar graph showing you the number of actions about your Twitter stream, which includes mentions,
retweets, and Workflow & Automation clicks, on each day. Display the total for each day by hovering over the bar for the
day.
The total engagement number for the given time range is also displayed.
Engagement Rate
This module is a bar graph showing the percentage of people who interacted with your Twitter stream when they were
exposed to it on each day. This is calculated by dividing the Engagement number by the number of Twitter followers for
your stream. Display the total for each day by hovering over that day’s bar.
The graph also displays the total engagement rate for the given time range.
Retweets
This module is a bar graph showing the number of times your brand's tweets were retweeted on each day. Display the
total for each day by hovering over the bar for the day.
Note: This data can change if a retweet is deleted by the user who retweeted it.
Also displayed are the total retweets for the given time range.
Retweet Rate
This module is a bar graph showing the percentage of people who retweeted a tweet from your Twitter stream when they
were exposed to it each day. This is calculated by dividing the number of retweets by the number of Twitter followers for
your stream.
Also displayed is a percentage total of users who retweeted a tweet from your Twitter stream within a proscribed
timeframe.
Mentions
This module is a graph showing the number of times your brand's Twitter handle was mentioned in tweets on each day.
Display the total number of mentions for each day by hovering over the data point.
Also displayed are the total mentions for the given time range.
Mentions Rate
This module is a graph showing the percentage of people who mentioned your Twitter stream when they were exposed
to it each day. This is calculated by dividing the number of mentions by the number of Twitter followers for your stream.
Display the total for each day by hovering over the data point for the day.
Also displayed is the total mentions rate for the given time range.
69
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
SRM Clicks
This module is a graph showing the number of times users clicked the Publish-generated short links in your tweets on
each day. Display the total for each day by hovering over the data point for the day.
Also displayed are the total Workflow & Automation clicks for the given time range.
SRM Click Rate
This module is a graph showing the percentage of people who clicked the Publish-generated short links in your tweets
when they were exposed to it each day. This is calculated by dividing the number of Workflow & Automation clicks by the
number of Twitter followers for your stream.
Also displayed is the total Workflow & Automation click rate for the given time range.
Related Topics
•
•
•
The Resources Tab - Content & Apps
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Google +
Using Google+ Listen & Analyze you can see an overview of your Google+ streams, with followers, post insights, and top
posts.
You can work with the Google+ section if you are an Oracle Social Marketing customer.
Viewing the Metrics
Click on the Resources tab and you'll be taken to the Dashboard page. Use the Stream Selector to select the Google+
stream you want to view.
When you click on your choice, the page will refresh, taking you to the Google+ Dashboard Listen & Analyze page.
What is the Time Range of Data I'm Looking at?
For Google+ metrics, you'll be seeing them in the time zone you set for your account. You cannot currently set a specific
date range for this data.
Metrics
Here are the metrics you will find for your Google+ streams.
Follower Growth
This module is a line graph that shows the total number of people who are following your brand on Google+, showing you
how your follower growth is trending. You can see the total for each day by hovering over the data point for the day.
70
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Engagement Insights
This module is a line chart showing the engagement on your Google+ posts. You can see the chart by +1s, replies, or
reshares.
Post Insights
This module is a scatter plot showing average posting and engagement to your Google+ posts. This is designed to show
you when you are posting and the engagement those posts have received.
The inner circle represents the average number of posts you have made on that day of the week/time of day. The outer
circle represents the amount of engagement those posts have received.
Top Posts
This module shows you the 10 posts that had the most engagement - the most +1s, replies and reshares. You can view
this over the lifetime of your page or in the past 30 days. You'll see the text of the post, the time and date it was posted,
and the number of times it was +1, replied to, or reshared.
Top Circles
This module shows you the top circles that had the most activity, in order of the number of followers the circle has.
Related Topics
•
•
•
The Resources Tab - Content & Apps
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: Content & Apps
The Content & Apps section of the Resources tab gives you information on the people visiting your Views and how those
people are engaging with them.
You can work with the Content & Apps section if you are an Oracle Social Marketing customer.
Finding the Metrics
Click the Resources Listen & Analyze tab and you'll be taken to the Dashboard page. Use the Stream Selector to select
the Content & Apps View you want, or you can view metrics on all your Content & Apps Views at once by selecting All
Content & Apps Views.
Note: If your account has more than 25 Content & Apps Views, instead of All Content & Apps Views you'll see 25
Newest Content & Apps Views, which is how many we can display metrics for at one time.
When you click on your choice, the page will refresh, taking you to the Listen & Analyze section of the Content & Apps
page. This section is further divided into two parts, Visitors and Engagement.
71
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Visitors
The Visitors page shows you metrics about the users who have visited your Content & Apps View on Facebook.
Page Views Graph
The first graph on the page is actually 4 graphs in one. They are All Page Views, Facebook Canvas Page, Facebook
Page, and Mobile, each one showing you metrics on how people visited the View. Clicking on the metric's name on the
drop down menu will refresh the graph so it displays the information for that particular metric.
•
•
•
All Page Views: The total number of times the View was viewed by users, rolling up all the metrics together.
•
•
Facebook Page: The number of times the View was viewed on your Facebook Page.
Embedded: The number of times the View was seen on a site where it had been embedded.
Facebook Canvas Page: The number of times the View was seen through a Facebook Canvas Page (an
alternate way of displaying a Content & Apps View).
Mobile: The number of times the View was viewed on a mobile device.
By hovering over the individual bars on the graph, you can see the exact number for a specific day within the time frame
you are viewing.
Below the graph, you'll see the total number of page views the Content & Apps View has received over the date range you
are viewing.
Page Views by Hour
This scatter plot shows you how many people have visited your View at which days of the week and hour of the day. Also
displayed are the number of views a View got, along with figures showing the busiest time for a View.
Below the graph you'll see the busiest time for your View from the time range you are viewing, including the total number
of views the Content & Apps View received on that day/time.
Page Views by Source
This chart shows you how people visited your View, broken down by type. You'll see the type and the total number for that
type.
This information is shown in a list and in a pie chart, so you can visually see the data in different ways.
Engagement
The Engagement page shows you metrics about how users are interacting with your Content & Apps View.
Engagement Main Graph
This graph is actually several graphs in one, depending on which modules you have on your View. Whatever action can
be done on the module, a graph for that type of engagement will appear in the drop down menu. You can see a graph for
each one of those types of engagement, or you can see all the engagement in one graph by selecting All Engagement.
Below the graph, you'll see the total number of Engagement Actions the Content & Apps View received over the date
range you are viewing.
72
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Engagement Actions By Hour
This scatter plot shows you how many actions people performed on your View at which days of the week and hour of the
day. Also displayed are the number of actions performed on the View, along with figures showing the busiest time for the
View.
Below the graph you'll see the busiest time for your View from the time range you are viewing, including the total number
of actions performed on the Content & Apps View on that day/time.
Engagement Actions by Type
This chart shows you the type of actions users performed on your Content & Apps View, broken down by type. The type
of actions listed will depend on what modules you have on your View. You'll see the type of action and the total number of
those actions.
This info is shown in a list and in a pie chart, so you can visually see the data in different ways.
Related Topics
•
•
The Social Campaigns Tab
SRM Knowledge Base Home Page
The Resources Tab: The YouTube Channel
With YouTube Listen & Analyze you can see an overview of your YouTube channels, with likes, comments, shares and
more, then go in-depth on specific videos with engagement metrics.
You can work with the YouTube section if you are an Oracle Social Marketing (SM) customer.
Viewing the Metrics
Click on the Resources tab and you'll be taken to the Dashboard page. Use the Stream Selector to select the YouTube
channel you want to view, or see all your YouTube channels at once by selecting All YouTube channels.
When you click on your choice, the page will refresh, taking you to the YouTube Listen & Analyze page. This section is
divided into two parts, Overview and Videos.
What is the Time Range of Data I am Looking At?
The same date range selector you'll use with the Facebook sections is available for you here. Info on the date range
selector is available on the The Resources Tab: Intro topic.
When a YouTube Channel is Added to the SRM Platform, How Far
Back Does the Platform Get Data?
When a stream is added, the platform backfills data from that stream up to 6 months back.
73
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
In addition, here is when SRM grabs new data:
•
•
•
•
YouTube Channel - Every day at 12:40 AM and 11:40 AM
YouTube Video - Every day at 12:05 AM and 11:05 AM
Weekly rollup for YouTube Channels - Every day at 2:45 AM, 7:45 AM, and 7:45 PM
Monthly rollup for YouTube Channels - Every day at 2:30 AM, 7:30 AM, and 7:30 PM
When a new channel is added, its data will be grabbed the next time the platform runs the job.
YouTube Overview
The YouTube: Overview section shows you metrics about general activity on your YouTube Channel.
Likes
The first and largest graph is actually six different graphs in one. They are, Likes, Dislikes, Comments, Shares,
Subscribers Gained, and Subscribers Lost. Clicking the metric's name on the drop-down menu will refresh the graph so it
displays the information for that particular metric.
•
•
•
•
•
•
Likes: The number of people who have clicked Like on the videos on your channel.
Dislikes: The number of people who have clicked Dislike on the videos on your channel.
Comments: The number of comments users have made on the videos on your channel.
Shares: The number of times users have shared the videos on your channel.
Subscribers Gained: The number of times that users subscribed to your channel.
Subscribers Lost: The number of times that users unsubscribed to your channel.
By hovering over the individual data points on the graph, you can see the exact number for a specific day within the time
range you are viewing.
The following metrics are displayed below the graph:
•
•
•
Subscribers: The total number of users who have subscribed to your channel.
Likes: The total number of users who have liked the videos on your channel.
Shares: The total number of times users have shared the videos on your channel.
Subscriptions
This graph that shows the total number of users who have subscribed to your channel, showing you how your subscription
growth is trending. You can see the total for each day by hovering over the data point for the day.
Demographics: Age/Gender
This graph shows your the age and gender of YouTube users who were logged in at the time they viewed videos on your
channel.
Demographics: Location
74
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
This map shows you the top 20 countries and cities where people who viewed your videos are located around the world.
Most Engaged VideosThis list shows you the 10 top most engaged videos on your channel. This is calculated by adding
the comments, likes, shares, and subscribers gained, divided by the unique views on each video, which equals the
engagement rate. For each video, you'll see: the video thumbnail (if you click on it, the video will play on the thumbnail),
timestamp, title, engagement rate, and the numbers for views, likes, dislikes, comments, and shares.
Clicking on the area outside the video thumbnail will take you to the Drilldown page for that video.
Related Topics
•
•
•
YouTube Analytics - Videos
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
The Resources Tab: The YouTube Videos Section
The YouTube: Videos section gives you metrics about the videos on your channel. In the Videos section, you'll see
metrics on all the videos on your channel. You can click on each video to be taken to the Video Drilldown page, where you
can see metrics for that specific video. We'll go through each page below.
You can work with the Videos section if you are an Oracle Social Marketing customer.
Videos
The Videos section is a list of all the videos on your YouTube channel, along with some basic metrics about each video.
Video Info
Here's what you'll see for each video:
•
•
•
Video thumbnail, which will play the video if you click on it
Time stamp
Video title
You'll also see the following metrics:
•
Engagement Rate: The percentage of people who interacted with your video. This is calculated by adding the
comments, likes, shares, and favorites added, then dividing that by unique views on each video.
•
•
•
•
•
Views: The number of times the video has been played.
Likes: The number of times the Like button for the video was clicked.
Dislikes: The number of times the Dislike button for the video was clicked.
Comments: The number of comments people have made on the video.
Shares: The number of times the video has been shared.
75
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Sorting
You can view your videos by sorting them in several different ways:
•
•
•
•
•
•
•
Published at
Engagement Rate
Views
Likes
Dislikes
Comments
Shares
This helps you easily find the posts you want.
Video Drilldown Page
The Video Drilldown page shows you metrics on a specific video by clicking on a video from the Videos page or one of
your top videos on the Channel Overview page.
Video Drilldown Page
On the video drilldown page, you'll see metrics specific to that video.
Video Details
Displayed are the title of the video, the video itself (which will play when you click the button), then the video's description.
Also included are the following metrics:
•
•
•
•
•
•
•
Views: The total number of times the video has been viewed.
Comments: The total number of comments people have made on the video.
Favorites: The total number of times the video has been added to a users Favorites list.
Likes: The total number of times the Like button for the video was clicked.
Dislikes: The total number of times the Dislike button for the video was clicked.
Shares: The total number of times the video has been shared.
Engagement Rate The percentage of people who interacted with your video. This is calculated by adding the
comments, likes, dislikes, shares, and favorites added, the subtracting the favorites removed on each video.
Favorites
This module is a line graph that shows the total number of people who have added the video to their favorites list, showing
you how the favorites are trending. You can see the total for each day by hovering over the data point for the day.
76
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Likes/Dislikes
This module is a line graph that shows the total number of people who have Liked or Disliked the video, showing you how
that is trending. You can see the total for each day by hovering over the data point for the day.
Views
This module is a line graph that shows the total number of times the video has been played, showing you how the
popularity of the video is trending. You can see the total for each day by hovering over the data point for the day.
Comments
This module is a line graph that shows the total number of comments people have made on the video. You can see the
total for each day by hovering over the data point for the day.
Shares
This module is a line graph that shows the total number of times the video has been shared. You can see the total for
each day by hovering over the data point for the day.
Engagement Rate
This module is a line graph that shows the Engagement rate for the video per day. This is calculated by adding the
comments, likes, dislikes, shares, and favorites added, then subtracting the favorites removed on each video, which
equals the engagement rate.
Related Topics
•
•
YouTube Analytics - Channel Overview
SRM Knowledge Base Home Page
Custom Analytics
Custom Analytics is a new way to examine only the metrics that matter most to you. You can create as many customized
analytics pages using our new simple drag-and-drop interface. You can use all the same metrics that are available in
Analytics, but now you can pick and choose to create exactly the report that’s most useful to you.
You’ll find Custom Analytics on the Dashboards tab of Social Station. You can work with Custom Analytics if you are an
Oracle Social Marketing customer.
Custom Analytics Home Page
Once you have finished creating your report, click the arrow next to your report title to return to the Custom Analytics
home page. There you can display all the reports you have created and create a new report.
Related Topics
•
•
The Resources Tab: Intro
SRM Knowledge Base Home Page
77
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
Listen & Analyze
Creating a Report
The first time you enter Custom Analytics, you’ll be taken to a blank report. If you have already created a report, you’ll be
taken to the Custom Analytics home page, where all the reports you have created are displayed.
Steps
1. On the Custom Analytics page, click Add New.
2. In Edt mode, fill in the required information as described below:
•
Action Bar
The Action Bar is where you you can give your report a name (we suggest something that will
remind you of what type of report you have created), give your report a description (to help
you remember what this report is all about), and use the icons on the right to perform different
actions on your report.
The Action Bar shows different icons if you are editing a report than when you are just viewing
it. Reports include the following actions:
•
•
Export - Lets you export the entire report as an image (PNG file), PDF, or Excel file.
Enable/Disable Annotations - Lets you add annotations to the modules on your
report. Disable hides any annotations you have added.
Note: Annotations you add to a module will be saved in Disable mode, they just
will be hidden on the page. When you click Enable, the annotations will display
again. (For example, if you want to use your report in a presentation, but don’t
want your notes displayed.)
•
Duplicate Workspace - Lets you create a duplicate of the current workspace that is
identical, but not linked. This is useful when you want the same report with some minor
modifications without having to recreate it from scratch.
When you are in edit mode for a report, the following actions are available in the bar:
•
Enable/Disable Annotations - Enable: Lets you add annotations to the modules on
your report. Disable hides any annotations you have added.
Note: Annotations you add to a module will be saved in Disable mode, they just
will be hidden on the page. When you click Enable, the annotations will display
again. (For example, if you want to use your report in a presentation, but don’t
want your notes displayed.)
•
•
Delete- Deletes the report.
•
Save - Saves your report and takes you out of Edit mode.
Sharing - Lets the other users on your bundle have access your report. The use who
created the report will be the owner. If a user who isn’t the owner unshares the report,
they are only removing their own access from the report.
78
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Adding Modules
The main part of your report is adding modules. Modules display analytics data for various metrics on your report. There
are several options available on the modules, so let’s go through them.
Prerequisites
Steps
1. Click Add New Module and select the type of module.
2. Chose from five options for your module:
•
•
Single Metric - Displays a single metric for one or more streams
•
Note - Displays a text box, where you can add notes about the report as a whole or a specific
module
•
•
Message Monitor - Displays the message activity from an Engage channel and/or label
•
Key Performance Indicator for Engage - Displays the performance of a specific Engage
metric for one or more streams or users” and link to the appropriate section
•
Single Metric for Engage - Displays a single Engage metric for one or more streams or users”
and link to the new section described below
Multi Metric - Displays several related metrics charted together to build context for one or more
streams
Key Performance Indicator - Displays the performance for a specific metric for one or more
streams
Each module type has several options to choose from. If you are an Unmetric customer, you can display
Unmetrics data in Custom Analytics.
See our Unmetric topic for more information on this integration.
Single Metric Module
A single metric module has the following options:
•
Choose Your Network - Choose a social network you want to see metrics for (one only): Facebook, Google+,
Twitter, YouTube, LinkedIn, Instagram, or Tumblr.
•
Select Your Streams - Choose the stream or streams you want to see metrics for. Click on the box and a list of
your social networks will appear for you to choose from. Click on a stream to add it. You can also search for a
specific stream by typing the name into the box.
•
Choose a Metric - Choose the metric you want to view. This list will change depending on which social network
you choose.
•
Select a Graph Type - Choose how you want your data to display. Your graph options will change depending on
the metric you choose.
•
•
Select a Module Size - Choose whether you want your module to display as half-width or full-width size.
Date Range - Choose the time frame you want to display data for. You can choose from the current month, the
previous month, or from a range.
79
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Multi Metric Module
A multi metric module displays a pre-created group of related metrics, so you won’t see the same options as the single
metric modules. Here are the options you'll see:
•
Choose Your Network - Choose a social network you want to see metrics for (one only): Facebook, Google+,
Twitter, LinkedIn, Instagram, or Tumblr.
•
Select Your Streams - Choose the stream or streams you want to see metrics for. Click on the box and a list of
your social networks will appear for you to choose from. Click on a stream to add it. You can also search for a
specific stream by typing the name into the box.
•
Choose a Metric - Choose the metric group you want to view. This list will change depending on which social
network you choose.
•
•
Select a Module Size - Choose whether you want your module to display as half-width or full-width size.
Date Range - Choose the time frame you want to display data for. You can choose from the current month, the
previous month, or from a range.
Note: The Notes module opens a text field where you can create a note. You have a basic text editing bar to help
format your note. You can also select a size for your note module.
Message Monitor Module
The Message Monitor module displays a list of messages from Engage for a specific stream. You can narrow the
messages displayed by choosing to only display messages tagged with certain labels.
To get started,use the drop-down menu to choose the stream you want to display, then choose any labels you want to
apply. Click Done to create a list of messages.
Note: If you don't choose any labels, all the messages for that stream will be displayed.
In the list of messages are the total number of messages that have come in for that stream or label, a short preview of the
message, and the time stamp for when the message came in. You can expand the Message Monitor module to full screen
by clicking on the message total. If you click on a specific message, the message will expand to display the message in its
entirety, including any attached media.
Note: You cannot perform actions on these messages in the Message Monitor module. From the extended view,
you can click the Go To Engage button or View in Engage from an expanded message to be taken to Engage so
you can perform actions.
Key Performance Indicator Module
The Key Performance Indicator module (or KPI) displays the percent change and quantity change for a particular metric
for a chosen time period date range from a prior time period date range.
The KPI module has the following options:
•
Choose Your Network - Choose a social network you want to see metrics for (one only): Facebook, Google+,
Twitter, YouTube, LinkedIn, Instagram, or Tumblr.
•
Select Your Streams - Choose the stream or streams you want to see metrics for. Click on the box and a list of
your social networks will appear for you to choose from. Click on a stream to add it. You can also search for a
specific stream by typing the name into the box.
•
Choose a Metric - Choose the metric you want to view. This list will change depending on which social network
you choose.
80
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Choose a Time Period - Choose the time period you want to view. This time period will display with the same
time period prior in the module. For example, if you choose Prior Week, when the module is saved you will see
the the date range for the prior week, and the week before that.
You can choose from: Prior Week, Current Week to Date, Prior Month, Current Month to Date, Prior
Quarter, Current Quarter to Date, Last Seven Days, Last Thirty Days, Custom.
A few notes on these time ranges:
•
•
Weeks start on Sunday.
•
Quarters are Jan 1 - March 31, April 1 - June 30, July 1 - Sept 30, and Oct 1 - Dec 31.
A day is a 24 hour period, not a whole day. (This figures in to the Last Seven Days and Last Thirty
Days ranges.)
Saved Key Performance Indicator Module
Once you save your module, you receive a graphical representation of the given KPI. An arrow points either up or down
depending on the change in the metric. You'll then see the percentage of change, and the total number of the change next
to the arrow. Below the images, you'll see the exact dates of the ranges you have chosen.
Some info on how KPIs are calculated
Our system calculates KPIs as the current time period minus the previous time period, then divided by the previous time
period.
Now, what those values are depends on the metric you have selected. There are three types of metrics:
•
Metrics that are total values over time, for example: Total Fans. These metrics use the value from the last day in
the date range.
•
Metrics that are totals for a day, for example: Impressions on a post. These metrics sum up the daily values over
the date range.
•
Metrics that are daily magnitude values, for example: Reach of a post. These metrics are averaged over the date
range.
Metrics that use the last day in date range
•
Facebook
•
•
•
•
•
•
Fans
Fans Added
Fans Added Unique
Fans Removed
Fans Removed Unique
Twitter
•
Followers
81
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Google +
•
•
•
•
•
•
Followers
Circle Followers
Total +1s
Total Replies
Total Reshares
LinkedIn
•
•
•
•
Chapter 3
Listen & Analyze
Total Followers
Total Organic Followers
Total Paid Followers
Instagram
•
Total Followers
Metrics that sum over the date range
Metrics that sum over the date range
•
Facebook
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Impressions
Paid Impressions
Organic Impressions
Viral Impressions
Page Stories
Engaged Users
Consumptions
Virality
Post Count
Post Like
Post Comments
Post Shares
Total Actions
Twitter
•
SRM Clicks
82
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
Mentions
Replies
Favorites
Engagement
Unfollows
New Followers
+1s
Replies
Reshares
YouTube
•
•
•
•
•
•
•
•
•
•
•
•
Retweets
Google +
•
•
•
•
Chapter 3
Listen & Analyze
Views
Unique Views
Comments
Likes
Dislikes
Shares
Favorites Added
Favorites Removed
Subscribers Gained
Subscribers Lost
Estimated Minutes Watched
LinkedIn
•
•
•
•
•
•
•
Followers
Organic Followers
Paid Followers
Likes
Shares
Comments
LinkedIn Clicks
83
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 3
Listen & Analyze
Impressions
SRM Clicks
Instagram
•
•
•
Post Comments
Post Likes
Post Count
Metrics that average over the date range
•
Facebook
•
•
•
•
•
•
Paid Reach
Organic Reach
Viral Reach
People Talking About This
YouTube
•
•
•
•
•
Reach
Average View Duration
Average View Percentage
Annotation Click Through Rate
Annotation Close Rate
LinkedIn
•
Engagement
Key Performance Indicator for Engage
The Engage KPI (key performance indicator) module displays the percent change and quantity change for a particular
metric for a chosen time period date range from a prior time period date range. This is similar to the KPI module, but these
metrics are specifically for actions in Engage.
Key Performance Indicator for Engage
The Engage KPI (key performance indicator) module displays the percent change and quantity change for a particular
metric for a chosen time period date range from a prior time period date range. This is similar to the KPI module, but these
metrics are specifically for actions in Engage.
The Engage KPI module has the following options:
•
Data Source - Choose whether you want to see metrics for a user or for a stream.
84
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Select Your User/Stream - Choose the stream or user you want to see metrics for, depending on your data
source. Click on the box and a list of your social networks or users will appear for you to choose from. Click on a
stream or user to add it. You can also search for a specific stream or user by typing the name into the box.
•
Choose a Metric - Choose the metric you want to view. This list will change depending on which data source you
choose.
•
Choose a Time Period - Choose the time period you want to view. This time period will display with the same
time period prior in the module. For example, if you choose Prior Week, when the module is saved you will see
the the date range for the prior week, and the week before that.
You can choose from: Prior Week, Current Week to Date, Prior Month, Current Month to Date, Prior
Quarter, Current Quarter to Date, Last Seven Days, Last Thirty Days, Custom.
A few notes on these time ranges:
•
•
Weeks start on Sunday.
•
Quarters are Jan 1 - March 31, April 1 - June 30, July 1 - Sept 30, and Oct 1 - Dec 31.
A day is a 24 hour period, not a whole day. (This figures in to the Last Seven Days and Last Thirty
Days ranges.)
Notes on Engage KPIs
•
The data in Engage KPIs will not match the data in the SEM Report. This is because the SEM reports and
Engage KPIs collect data differently. For the SEM Reports, the time period selection is based off of the date of
the post on the social network. For the Engage KPIs, the data is gathered in hourly rollups, so the time is based
on when the specific event occurred.
•
Some numbers can be negative, due to actions being taken on messages from previous hourly periods. For
example, 3 new messages received, 5 replies, means -2 non-responded to messages.
•
•
Data cannot be backfilled, since it is gathered at the time the events occur.
•
Data is gathered hourly, which allows us to align your date selections to your timezone. This means that two
users with different timezone settings in W&A will see differences in the KPIs, because the 24 hour time period
used for their days will be different. All metrics definitions are listed in the Complete Metrics for Custom Analytics
topic.
The most recent data point available is always the one from 2 hours before. For example, at 4:05pm, the data
from 2:00-2:59pm is the most recent available.
Single Metric for Engage
The Single Metric for Engage module shows your Engage metrics as line charts over time.
Each data point represents the activity of that metric for a specific hour. A single metric module for Engage has the
following options:
•
•
Data Source - Choose whether you want to see metrics for a user or for a stream.
•
Choose a Metric - Choose the metric you want to view. This list will change depending on which data source you
choose.
Select Your User/Stream - Choose the stream or user you want to see metrics for, depending on your data
source. Click on the box and a list of your social networks or users will appear for you to choose from. Click on a
stream or user to add it. You can also search for a specific stream or user by typing the name into the box.
85
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Select a Graph Type - Choose how you want your data to display. Your graph options will change depending on
the metric you choose.
•
•
Select a Module Size - Choose whether you want your module to display as half-width or full-width size.
Date Range - Choose the time frame you want to display data for. You can choose from the current month, the
previous month, or from a range.
Saving Your Module
Once you have set all the options for your module, click Done and your module will begin pulling in and displaying the
data for the metric options you have chosen. You can then add more modules or save your report and close it.
Module Icons
After saving your module, several icons, described in the following list, will appear.
•
•
•
Delete - Deletes the module from your report
Edit - Opens the module in edit mode, allowing you to make changes
Export - Lets you export the module chart as either an image, Excel spreadsheet, or a PDF
86
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Metric Options and Definitions
Custom Analytics has access to metrics from Facebook, Twitter, Youtube, Google+, LinkedIn, Instagram, Tumblr, and
Engage. A full list with definitions can be found in the Complete Metrics Definitions for Custom Analytics topic.
Drag and Drop
Once you have created some modules, you might need to move them around. If you want a module in a different place on
your report, grab the header of the module and when your cursor turns into the drag and drop icon, you can move it to a
different position. The other modules will rearrange around it automatically.
Custom Analytics Home Page
Once you have finished creating your report, click the arrow next to your report title to return to the Custom Analytics
home page. There you can see all the reports you have created and create a new report.
The Social Campaigns Tab
The Social Campaigns tab helps you to display your SRM-tagged Publish posts and analytically determine how they
are performing. You can display metrics for all your tagged posts, and search specific individual tags in a specific social
network. For Facebook, this includes both published and unpublished posts.
Note: The Unpublished post type is available only for Facebook.
For more information on how to create and manage unpublished Facebook posts, refer to Creating an Unpublished Post.
For information on how to engage and respond to comments on unpublished Facebook posts, refer to About Folders.
You can work with the Social Campaigns tab if you are an Oracle Social Marketing customer.
What Are Tags in Workflow & Automation?
Tags are words and phrases that you can apply to posts, allowing you to organize and track your posts to your different
social properties. Admins can create tags on the Admin page in Publish, and they will then appear in a drop-down menu
in the Tagging area of the Create a Post page, where any user can add them to a post. For more info on creating and
using tags, refer to The Admin Tab.
Selecting Your Tag
When you first click on the Social Campaigns tab, information on one tag in your account is displayed.
To select another tag, click the Tag Selector and a list of all your tags will appear. You can search for a specific tag in that
menu as well. After you select a tag, the page will refresh with metrics for that tag.
87
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Viewing the Overview Page
When you first click on the Social Campaigns tab, you'll be on the Overview page. This page gives you some basic
metrics about the overall performance of streams with the tag you're viewing.
Streams
This chart shows you how many of your streams in each social network have made a post using the tag you're viewing.
Post Breakdown
This chart shows you how many posts were made to each of your social networks using the tag you're viewing.
Engagement Rate
This graph is actually 7 graphs in one. They are, Campaign, Facebook, Twitter, Google+, LinkedIn, Tumblr, and
All Engagement Rates. Clicking the metric's name on the drop-down menu will refresh the graph so it displays the
information for that particular metric.
•
Campaign - The percentage of people who interacted with your posts when they were exposed to it. This is
calculated by adding all of the actions for the posts on all the social networks they were posted to, divided by the
Reach for the posts for all your social networks.
•
Facebook - The percentage of people who interacted with your tagged Facebook posts when they were exposed
to them. This is calculated by adding the total page actions, then dividing by Reach.
•
Twitter - The percentage of people who interacted with your Twitter posts when they were exposed to them. This
is calculated by adding the retweets and Workflow & Automation clicks, then dividing by the number of followers
you had on the day the tweets were posted.
•
Google+ - The percentage of people who interacted with your Google+ posts when they were exposed to them.
This is calculated by adding the +1s, replies, and reshares for the post, then dividing by the number of followers
you had on the day of the posts.
•
LinkedIn - The percentage of people who interacted with your LinkedIn posts when they were exposed to them.
This is calculated by adding the clicks, likes, comments, and shares and dividing by the number of impressions.
•
Tumblr - The percentage of people who interacted with your Tumblr posts when they were exposed to them. This
is calculated by taking the notes and dividing by the number of followers your account has on day of the post.
•
All Engagement Rates - This shows you lines for the engagement rate for all four graphs at the same time.
For each graph, the total number for the metric is shown below the graph, along with a percent change indicator for the
metric number, showing whether the change is positive or negative, and the actual percentage number.
Hover over the individual data points on the graph, to display the exact engagement rate for a specific day.
Viewing All Network Posts
The next option you have for viewing your data is All Network Posts. When you click on this option, all the posts you
made using the selected tag to all your social networks are displayed.
The following information is displayed for each post:
88
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
Chapter 3
Listen & Analyze
Post image (if any)
Social Network & stream name
Time stamp
Post content
A link to the post on in its native habitat on its social network
You can also sort your posts by Posted At or Engagement Rate.
The following additional metrics, different for each social network, are also displayed:
Facebook
•
Engagement Rate: The percentage of people who interacted with your post when they were exposed to it. This
is calculated by adding the total page actions, then dividing by Reach.
•
Virality Rate: The number of People Talking About This (unique people who created a story about this post)
divided by the unique Impressions for the post (the number of people who have seen this post [estimated]).
•
•
Reach: The number of unique users that saw the post.
•
•
•
Total Reactions: The number of times the post received a reaction.
Total Actions: Any action that can be taken on the post, including Likes, comments, Shares, Photo clicks,
Workflow & Automation clicks, etc.
Comments: The number of comments the post received.
Shares: The number of times the post was Shared on Facebook.
Twitter
•
Engagement Rate: The percentage of people who interacted with your post when they were exposed to it.
This is calculated by adding the retweets and Workflow & Automation clicks, then dividing by the number of
followers you had on the day the tweet was posted.
•
•
Retweets: The number of times the post was retweeted.
Likes: The number of times the post was liked.
Google +
•
Engagement Rate: The percentage of people who interacted with your post when they were exposed to it. This
is calculated by adding the +1s, replies, and reshares for the post, then dividing by the number of followers you
had on the day of the post.
•
•
•
+1s: The number of +1s the post received.
Replies: The number of replies the post received.
Reshares: The number of times the post was reshared.
LinkedIn
•
Engagement Rate: The percentage of people who interacted with your LinkedIn posts when they were exposed
to them. This is calculated by adding the clicks, likes, comments, and shares and dividing by the number of
impressions.
89
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
Chapter 3
Listen & Analyze
Impressions: The number of times a post was shown to LinkedIn members.
Likes: The total number of likes on your posted content.
Comments: The total number of comments on your posted content.
Shares: The total number of shares on your posted content.
Clicks: The number of clicks on your content, company name, or logo. This doesn't include interactions (shares,
likes, and comments).
Tumblr
•
Engagement Rate: The percentage of people who interacted with your Tumblr posts when they were exposed to
them. This is calculated by taking the notes and dividing by the number of followers your account has on day of
the post.
•
•
•
Likes: The total number of likes on your posted content.
Reblogs: The total number of reblogs of your posted content.
Notes: The total number of notes (likes and reblogs) on your posted content.
Use the scroll buttons to display more posts.
Viewing the Social Network Posts
If you want an idea of how your Facebook posts with a particular tag performed, you can with one click. From the Tag
Selector you can select Facebook, Twitter, Google+, and LinkedIn. After making a selection only the tagged posts made
to that social network are displayed.
You can view your posts in each social network in different ways by sorting them. Here's what you can sort by for each
social network:
Facebook
•
•
•
•
•
•
•
•
Published at
Engagement Rate
Total Actions
Total Reactions
Comments
Shares
Virality
Reach
Twitter
•
•
Published At
Engagement Rate
90
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 3
Listen & Analyze
Retweets
Likes
Google +
•
•
•
•
•
Published At
Engagement Rate
+1s
Replies
Reshares
LinkedIn
•
•
•
•
•
•
•
Published At
Engagement Rate
Likes
Comments
Shares
Clicks
Impressions
Tumblr
•
•
•
•
•
Published At
Engagement Rate
Likes
Reblogs
Notes
Downloading the Page
Like all our Listen & Analyze pages, you can download the metrics as an Excel file to your computer. Click the Download:
This Page link and a download page will open, saving the Excel file to your computer.
Related Topics
•
The Dashboards Tab
91
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
Listen & Analyze
The Topics Tab: Creating Topics
On the Topics tab in Listen & Analyze, you can create and manage topics, which are search queries that collect mentions
of a brand, product, industry, etc. from the social space. In this topic, we'll take you step by step through creating a topic.
You can work with the Topics tab if you are an Oracle Social Engagement and Monitoring customer.
What is a Topic?
As we said before, topics are search queries that collect mentions of a brand, product, industry, or any topic of interest
from the social space. You can use topics to analyze conversations to determine how a particular product is doing, to
understand the opinions around your competitors' brands, to surface customer service issues through routing topics
through Engage and more.
Creating a Topic
To create a new topic, you must first select a specific bundle to create it in. You cannot create topics in your top level
bundle.
Prerequisites
To do this, select a bundle using the bundle picker. When the bundle loads, you'll be on the Topics page for that
specific bundle, and only the topics that have been assigned to that particular bundle will be displayed. The New
Topic button will now be active - click it to begin creating your new topic.
Steps
1. First, select the bundle you want your topic to be created in.
2. Click New Topic.
3. In the Create New Topic page, create your topic using the following information:
•
Topic Name - Give your topic a name. We suggest something that will help you remember
what the topic is covering.
•
Language - Choose a language you want the topic to search. This will only provide results
in the chosen language – the user language you have selected in Workflow & Automation
is chosen by default unless that language is not yet available for topic creation. In this case,
English is the default language.
The languages you can search are:
•
•
•
•
•
•
Arabic
Bahasa
Bulgarian
Croatian
Czech
Danish
92
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Dutch
•
•
•
•
•
•
•
Spanish
Listen & Analyze
English
Finnish
French
German
Greek
Hebrew
Hindi
Hungarian
Italian
Japanese
Korean
Latvian
Norwegian
Polish
Portuguese
Romanian
Russian
Simplified Chinese (will not include Twitter results due to Twitter terms of service
restrictions)
Swedish
Tamil
Thai
Traditional Chinese
Turkish
Vietnamese
Search Term - Search Term - Type a term or phrase and press Enter or click Add to add them
to your topic to be searched. All the terms you add will show in the Topic Properties section.
You can enter multiple terms, phrases, or a combination of both.
Note: A search term cannot consist only of a punctuation mark such as *, $,#.
93
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
For example, enter oracle to retrieve all conversations containing the term oracle. Click x on the
term or phrase under Included Search Terms to remove it.
By default, Listen & Analyze looks for search terms on the subject and body of web pages, but
not in URLs. This helps minimize spam content being collected for your topic. However, if you
would like the term to be searched in URLs of the subject and body, check the Find search
terms/keywords in URL box beneath the search term field.
Note: You can add up to 1,000 search terms/keywords. There's a counter in the Topic
Properties box that displays how many search terms or keywords you have added so
you can easily keep track.
Creating Topics Without Search Terms
Using search terms allows you to pinpoint relevant social posts and conversations, but sometimes you want to consider
the whole conversation. Most Listen topics require a search term to be entered.
Collecting Twitter Posts from a Twitter Account
To collect Twitter posts from a Twitter account:
Steps
1. Navigate to the Listen & Analyze topic creation page.
2. Select Microblogs as your Content Type.
3. Specify the Twitter handles into the Authors section.
Collecting Instagram Posts
To collect Instagram posts from a Instagram account:
Steps
1. Navigate to the Listen & Analyze topic creation page.
2. Select Social Sites as your Content Type.
3. Specify the Instagram hashtags you want to collect as search terms.
Collecting Public Facebook Posts and Comments from a Specific
Facebook Account
To collect public Facebook posts and comments from a specific Facebook account:
Steps
94
Oracle Social Relationship Management
Social Relationship Management User Guide
1.
2.
3.
4.
Chapter 3
Listen & Analyze
Navigate to the Listen topic creation page.
Select Social Sites as your Content Type.
Then type facebook.com in the Source/Post URL section.
Specify the name of the Facebook page, as it appears on Facebook, into the Authors section. For
example, for the Brookstrut Farmers Market page, specify “Brookstrut Farmers Market” rather than
“brookstrutfarmersmarket”.
Result
For example, if you set up your topic using the Source/Post URL of Facebook.com and the Author
"Oracle Social", all posts and comments made on the Oracle Social Facebook page by Oracle Social
will be returned. Also, comments that Oracle Social makes on other public pages will be returned.
Comments or posts by anyone other than Oracle Social will not be returned.
Note: Replies to Facebook comments are not currently collected.
Collecting Facebook Posts and Comments Made on a Particular
Facebook Page
To collect all Facebook posts and comments made on a particular public Facebook page:
Steps
1. Navigate to the Listen topic creation page.
2. Specify the URL of the Facebook page in the Source/Post URL section.
Result
For example, if you set up your topic using the Source/Post URL of facebook.com/OracleSocial, all
posts and comments made on the Oracle Social Facebook page will be returned, regardless of who
posted it, whether it be Oracle Social or an individual user.
Note: Replies to Facebook comments are not currently collected.
Collecting Facebook Comments Made in Response to a Facebook
Post
To collect Facebook comments made in response to a Facebook post:
Steps
1. Navigate to the Listen topic creation page.
2. Specify the URL of the Facebook post in the Source/Post URL section.
Note: Replies to Facebook comments are not currently collected.
95
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Collecting iTunes Reviews
Use this task to collect iTunes reviews.
To collect iTunes reviews:
Steps
1. Navigate to the Listen topic creation page.
2. Specify the iTunes review page URL in the Source/Post URL section.
Result
To determine the iTunes review URL to specify in the Source/Post URL section:
1. Using a browser, navigate to the item for which you want to collect reviews.
2. Copy the URL.
3. Determine the ID of the item. The item ID is at the end of the URL, and is preceded by "id". For example, in
the following URL:
https://itunes.apple.com/us/app/pokemon-go/id1094591345
id1094591345 is the item ID.
4. Formulate the URL for Listen using this format: itunes.apple.com/customer-reviews/Item ID
Based on the example URLs in Step 3, the Listen source URL is: itunes.apple.com/customer-reviews/id1094591345
Collecting Google Play Reviews
Use this task to collect Google Play reviews.
To collect Google Play reviews:
Steps
1. Navigate to the Listen topic creation page.
2. Specify the Google Play review page URL in the Source/Post URL section.
Result
To determine the Google Play review URL to specify in the Source/Post URL section:
1. Using a browser, navigate to the item for which you want to collect reviews.
2. Copy the URL.
3. Determine the ID of the item. The item ID is at the end of the URL, and is preceded by "id=". For example, in
the following URL:
https://play.google.com/store/apps/details?id=com.nianticlabs.pokemongo
id=com.nianticlabs.pokemongo is the item ID.
4. Formulate the URL for Listen using this format: play.google.com/store/apps/details?/Item ID
Based on the example URLs in Step 3, the Listen source URL is: play.google.com/store/apps/details?
id=com.nianticlabs.pokemongo
96
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Collecting Amazon Reviews
Use this task to collect Amazon reviews.
To collect Amazon reviews:
Steps
1. Navigate to the Listen & Analyze topic creation page.
2. Specify the Amazon review page URL in the Source/Post URL section.
Result
To determine the Amazon review URL to specify in the Source/Post URL section:
1.
2.
3.
4.
5.
Using a browser, navigate to the Amazon product page for which you want to collect reviews.
Click the number customer reviews link.
Click the See all number customer reviews link.
Copy the URL.
Determine the product name of the item. The name in the URL after amazon.com, and is between slashes
(/). For example, in the following URL:
https://www.amazon.com/Amazon-Kindle-Voyage-6-Inch-4GB-eReader/product-reviews/B00IOY8XWQ
Amazon-Kindle-Voyage-6-Inch-4GB-eReader is the product name.
6. Determine the product ID of the item. The product ID is at the end of the URL, after the last slash (/). For
example, in the following URL:
https://www.amazon.com/Amazon-Kindle-Voyage-6-Inch-4GB-eReader/product-reviews/B00IOY8XWQ
B00IOY8XWQ is the product ID.
7. Formulate the URL for Listen & Analyze using this format: amazon.com/Product Name/productreviews/Product ID
Based on the example URLs in Steps 5 and 6, the Listen source URL is: amazon.com/Amazon-KindleVoyage-6-Inch-4GB-eReader/product-reviews/B00IOY8XWQ
Note: Listen & Analyze provides review content for some of the most popular Amazon products. If
after several days you still do not get reviews that you are searching for, please log a service request
or contact your Oracle Social Representative.
Collecting Replies to a Message Board Post
Use the following task to collect replies for a message board post.
Steps
1. Navigate to the Listen topic creation page.
2. Specify the URL of the message board post in the Source/Post URL section. The following are example
URLs:
•
forum.slowtwitch.com/forum/Slowtwitch_Forums_C1/Triathlon_Forum_F1/
Best_cadence_for_Ironman_P6030705
•
iwindsurf.com/forums/viewtopic.php?t=31573 & sid =fd55914c583318521300f0fd88551294
97
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Collecting Comments from a Blog Post
To collect comments from a blog post:
Steps
1. Navigate to the Listen topic creation page.
2. Specify the URL of the blog post in the Source/Post URL section. The following are example URLs:
•
•
insideevs.com/tesla-service-centers-get-new-fast-lane-address-minor-car-issues-quickly
insideevs.com/elon-musk-commends-tesla-owners-rebuttal-consumer-reports-call-disableautopilot
Note: Listen can collect blog comments from blogs that host their own comments. Listen
does not collect blog comments from blogs that use a third party comment system.
Collecting YouTube Posts from a Specific Account
Use the following task to collect YouTube posts from a specific YouTube account.
Steps
1. Navigate to the Listen topic creation page.
2. Select Videos as your Content Type.
3. Specify the name of the YouTube page in the Authors section.
Note: Comments on YouTube posts are not currently collected.
Saving a Topic
You have three options when you need to save your topic, Save and preview, Save as draft, and Save and activate.
These options are all in the drop-down Save button. Each of these options does something different, so let's go through
each one.
Preview
Preview is fully featured and won't cost you any messages for your account. Preview provides a 90 day sample of up to
1,000 social posts which match your topic criteria. This historical sample of social posts which match your topic will give
you a good indication of what type of content will be returned for a topic. All content types are reflected in Preview. All
Targeting Options selected will be used to filter Preview content.
Since Preview shows a historical sample, the social posts displayed in Preview are not included in your topic when you
save and activate it. Listen topics only gather content from the point in time they are created or modified. Preview is meant
to guide your topic creation efforts. Preview content does not appear in new topics.
98
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
If you want to get a preview of your topic, click Save and Preview. Your info will be saved, and a preview of the themes
and social media messages the topic will collect will appear on the page. The preview will show you information in three
sections, Messages, Themes, and Media Types.
Note: The Preview feature is not a live capture of messages in real time.
Preview what has been returned in these sections to help evaluate your topic's results. If you aren't getting the right
results, change the search terms, advanced options, and themes in your topic until the content you are getting matches
what you want.
Your topic is in draft status and can be changed as often as you need while in Preview. Remember to click Preview again
after you make any changes so those new results are displayed below.
Messages
This tab displays a sample of the social media messages the topic is retrieving, and a timeline showing you when those
messages were posted. You can sort these messages by source or date. If the messages are not what you want to topic
to retrieve, try modifying your topic options.
The timeline displays message volume in a particular date range. Hovering over the timeline will show you daily message
volumes.
Themes
This tab shows you themes for the messages the topic is retrieving. These themes group related messages by their
contextual meaning. For example, the term Java is used in the context of programming as well as coffee. So searching for
Java would give you different themes for those two contexts.
Clicking a theme shows you a word cloud of the terms that are used most often used in the messages that fall into that
theme. The size of the term indicates its frequency in the messages.There is also selection of messages that fall in the
selected theme.
To help refine your topic, you choose whether the theme is providing the kind of messages you want. Two buttons help
you:
•
•
More Like This: Click this button to include a theme that has messages you definitely want in your topic.
Less Like This: Click this button to exclude a theme that has messages that you definitely don't want in your
topic.
Note: There is no need to include or exclude every theme. Only include or exclude themes that are clearly
desirable or undesirable. For example, if you are interested in the Java programming language, then the coffee
theme is of no interest and should be excluded.
Media Types
This tab displays a pie chart of the content types where your messages are coming from. Clicking on a pie slice displays a
selection of messages from that content type.
If you are not getting desirable messages from a particular content type, you can exclude it in the Advanced Options
section.
99
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Save as draft
When you save a topic as a draft, all the options you have set for the topic will be saved, but the system will not beging
collecting messages for the topic. You can come back and make changes, preview the topic, and activate it once you are
ready.
Save and activate
When you are satisfied with all your topic options, click theSave and activate button. The system will begin monitoring the
social web and retrieving messages.
Note: After a topic is activated, it takes about 15-30 minutes to begin collecting data.No analytics in the Dashboard
for the topic will appear until data collection begins. Depending on the content types being collected, the data may
take up to a couple of day to appear.
Once you have activated your topic, it will be displayed as active in the Status column on the Topics Grid.
Note: Your new topic will not include social posts which were shown in Preview.
Related Topics
•
•
•
The Topics Tab: Managing Topics
The Indicators Tab: Creating an Indicator
SRM Knowledge Base Home Page
Managing Topics
Once you have created topics on the Topics tab in Listen & Analyze, you can organize and perform certain actions on
those topics.
About the All Topics Page
The Topics tab will have different information depending on which bundle you are viewing. If you are in your top level
(account) bundle, the Topics tab will show you the All Topics page.
On the All Topics page, you will see all the active and drafts topics you've created in all the bundles in your account.
Note: Non-admin users will only see the topics they have access to in the bundles they are in, not all the topics in
the account.
You will also see statistics on your topics in the Topic Ribbon. This includes:
•
•
Topics - The number of active and draft topics in your account.
Monthly Messages - The actual number of messages accumlated in your account for the billing period.
Projected number of messages to be collected in the account for the billing period. Limit is the monthly message
allowance purchased for the account.
100
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Average Messages - The average daily, weekly, and monthly message accumulation across all topics in the
account over the last 90 days.
•
•
•
Custom Messages - The number of custom messages you have used out of your purchased amount.
Historical Days - The number of historical days you have used out of your purchased amount.
Specialized Messages - The number of specialized messages you have used out of your purchased amount.
Note: These stats are updated every 2 hours.
Managing Facebook Pages
Under the Topics info, there is a text link Manage Facebook Pages. Clicking this link takes you to the Manage Facebook
Pages page. On this page, you can manage the Facebook Pages you want included in your Listen topics.
When you create a topic and Social Sites are included as a content type, the Facebook Pages you add here will be
included as a source.
To add a page, only enter the name of the page, not the full URL. For example, to include https://www.facebook.com/
oracle, only enter oracle. You can also bulk upload via a CSV file by clicking Bulk Include.
If you want to exclude a page from a topic, enter the URL in the Source URL section of the Targeting Options. For
example, to exclude https://www.facebook.com/oracle, enter facebook.com/oracle.
You can upload a maximum of 500 pages for your account.
Note: We have a bank of pages that we are continually adding to that you will have access to as well. So if you
notice a page included in your results that you didn't add, that's where it came from.
Search
On both the All Topics and Topics pages you can search for the specific topic you want. Just enter the topic name in the
search field and the topic list will only display the ones that match your search.
The Topics Page
If you are in a specific bundle, you will see the Topics page displayed on the Topics tab. This page will show you the
topics and info on the topics that you have created in that specific bundle.
Note: You will only see the topics that are in the bundles you have access to.
You will also see statistics on your topics in the Topic Ribbon . This includes:
•
•
Topics - The number of active and draft topics in the bundle.
Monthly Messages - The actual number of messages accumlated across all topics in the bundle month-to-date.
Estimated number of messages collected across all topics in the bundle at the end of the month.
101
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
About the Topics Grid
The main part of the Topics tab is the Topics Grid. Here you'll find every topic you have created, either in your entire
account (All Topics page) or in the specific bundle (Topics page) and you can take action on those topics.
There are eight columns in the Topics Grid, and you can sort the grid by any of these columns. These include:
•
Status - Active or Draft. Active topics are represented by green circles, and draft topics are represented by red
circles.
•
•
•
•
•
•
•
Name - The name you gave your topic.
Creator - The SRM user who created the topic.
Created - The date the topic was created.
Available - The number of messages in the topic MTD (month-to-date).
Estimated - The estimated total monthly message volume in the topic.
Bundle - The bundle the topic was created in.
Gear icon
About Taking Action on Topics
The final column has a gear icon, which allows you to take specific actions on the topic.
Note: There are different actions available if the topic is active or in draft state.
•
•
Analyze: This opens the topic in the Dashboard tab, where you can view analytics on the topic.
•
Clone: Duplicates the topic definition, saving the new topic in a draft state. You can choose to clone the topic to
the bundle you are currently in, or to a different bundle in your account.
•
Command Center Demographics/Themes: Opens the topic in a Social Station command center, which displays
metrics about near real-time engagement on a specific Listen topic.
•
•
•
Delete: Deletes the topic
•
•
Manage Alerts: Takes you to the Topic Alerts page, where you can create and manage your topic alerts.
•
Move: Allows you to move an entire topic from one bundle to another bundle, including the data. Choosing this
option opens a modal window, where you can choose which bundle you want to move the topic to.
Activate/Deactivate: Activates or deactivates your topic. When a topic is deactivated, it returns to draft status
and the system stops collecting messages.
Edit: Opens the topic creation page again, where you can make changes to the topic.
History: he audit trail of activity on the topic. This includes the topic creator, creation date, language and search
terms if any, changes made, and any notes added.
Manage Historical Requests: Takes you to the Historical Requests page, where you can create and manage
your historical requests.
Note: The topic will be removed from the current bundle. If you want to keep the topic in both bundles,
select Clone, which will create a new topic with the same topic definition in both bundles.
102
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
•
•
Notes: Lets you add a note to the topic. This will be displayed on the topic's history.
•
Route:
Listen & Analyze
Properties: The options you set when you created/edited the topic, including name, description, language, and
search terms.
•
Export to Customer: This option needs to be provisioned separately. Selecting this option enables the
retrieval of social post enrichments for the topic by way of the Enriched Social Data Feed API.
•
Engage: This option appears for active topics only: it sends the messages of the topic to Engage. Select
the Engage option, then click Apply Rules. The messages for the topic are routed to Engage.
Creating Topic Alerts
If you want to stay on top of the volume of your topics, you can set up email alerts just for that.
To create a topic alert:
Steps
1. Select Manage Alerts from the gear menu of the topic you want to create an alert for. This will take you
to the Alerts page for that topic.
2. Click New Alert, which will take you to the Create New Alert page.
3. Fill out the following info:
•
•
•
Name - Give your alert a name.
•
•
•
•
•
Indicators - Select an indicator that you would like included in your topic alert.
Description - Give your alert a description.
Set this alert to be: - Select from Active or Inactive. An active alert will monitor your topic and
send emails when appropriate.
Sentiment - Select the sentiment that you would like included in your topic alert.
Location - Select a location that you would like included in your topic alert.
Content Type - Select content type that you would like included in your topic alert.
Check for this alert: - Select a time period for how often the system will check your topic
against the threshold you select below. Select from:
•
•
•
•
•
•
•
Every 15 minutes
Every 30 minutes
Every 1 hour
Every 4 hours
Every 8 hours
Every 24 hours
Severity for this alert: -Select the severity level for this alert.
103
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
Listen & Analyze
Note: This is purely for your information. Select from Informational, Warning, or Critical.
•
Message volume is below: OR Message volume is above: - Enter a number. If your message
volume is below or above this number, you will receive an email.
•
Time period: - Select how far back in time you want the system to check for this threshold.
Select from:
•
•
•
•
•
•
•
15 minutes
30 minutes
1 hour
4 hours
8 hours
24 hours
Notify settings -Enter the email addresses of the users you want to be notified with this alert.
Note: The email address of the user who creates the alert will automatically be added,
but you can remove it if you need to
4. Once you finish filling out your options, click Add.
Result
Your alert will be saved and will begin checking your topic.
You can come back at any time and adjust your alert settings to make it most useful to you.
About Add On Data for Topics
In addition to creating standard topics, there are several ways you can use Listen that is specific to your brand's data:
Custom Data Source Analyzer API, Historical Data, and Specialized Data.
Note: These products are add ons to the SRM platform and must be purchased and provisioned to your SEM
package before you can use them. Please contact your Social Partnerships account management or Sales person
to add these to your account.
Custom Data Source Analyzer API
The Custom Data Source Analyzer (CDSA) API is a programming interface that enables you, our customer, to pass your
own data into Listen. Your data is kept securely and is not visible to other customers. By adding your data into Listen, it
will be fully analyzed against Topics and Indicators, with the results visible in the Listen dashboard.
Since the CDSA API requires a developer to use it, full information about CDSA is available in the Developers section of
the SRM topics: About Custom Data Source Analyzer API
104
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Working with Historical Data
Historical Data allows you to see messages from dates previous to when you created your topic. To use it, you will first
need to purchase a number of days (contact your Social Partnerships or Sales person for this). You will purchase a
number of days that lasts for the term that you signed when creating your contract for historical data.
Once you have purchased your days, you'll see a new option in the drop-down menu for your topics on the All Topics or
Topics page:
Now you can create a historical request by choosing the topic you want and the amount of time you want it to cover. You
will receive a notification showing the highest number of messages the historical request will return. We built this feature
this way to make sure you stay within your message limit.
Note: Only admins can create and run historical requests.
Creating a New Historical Request
Steps
1. From any topic, click the gear drop-down menu and select the Manage Historical Requests menu
option. This will open the Historical Requests page. Here you can view all the historical requests you
have made, edit those requests, and create new ones.
2. Click Create Historical Request , and this will open the Create New Historical Request page.
3. Enter the following info:
•
•
Name - Give your request a name.
•
Date Range - Choose the date range you want the historical request to cover.
Topic Name - Choose your topic. You can search by name, or choose the bundle the topic is in
and find it in that list.
4. Click Save Draft to save your request as a draft to come back to later, or click Submit Request.
Result
At this point, your historical request will start processing. It can take a few hours for your request to be processed, but as
soon as it is ready, you will receive an email with the details. You can also come back to the Historical Requests page and
check it there.
Note: Since you have supported various languages at different times, you can get historical data as far back as it
was added to the platform.
Historical Request Details
Before you decide to run your historical request, Listen will give you a detail on the most messages the request could use
out of your total monthly messages. This way, you can make sure the request does not consume your monthly message
limit. Once you have reviewed your request detail, you can either reject the request or run it to start receiving messages.
Note: Details expire after three days. Hence, if you don't respond to the detail in that time, you will have to recreate
it.
105
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Here is a description of the information that is displayed:
•
Request Details - Basics for your request, such as Topic Name, Data Range, and number of Days the request
covers
•
Request Message Usage - Breakdown of the most messages that this request will use, including the percentage
this makes up of your total monthly social message volume
•
Overages (if applicable) - This section is displayed a given request will cause you to go over your total monthly
social message volume. Displayed is the extent to which the the request could exceed your monthly volume.
•
Message Limit - In this box, the status of your request, the message request details, and the date the request
will expire is displayed.
Important: This is the maximum number of messages this request could return. It may be significantly smaller
than the limit shown here. Requests with more than 10 million messages cannot be run. We put this in place to
make sure you won't go over your message limits.
Historical Requests Page
On the Historical Requests page, a table with all the requests you have created is displayed. The table includes the
following columns:
•
•
•
•
•
•
•
•
•
Status - The status of the historical request. Here are the definitions of these statuses:
•
•
•
Draft - The historical request has been created, but it has not been submitted.
•
•
•
Completed - The historical request has completed and the messages are available in the topic.
•
•
Failure - The historical request failed to go through, so a new request must be created.
Processing - A historical data request has been approved and is currently pulling in data.
Awaiting Approval - The historical request has finished processing and is awaiting review, to either
reject, or approve and run.
Rejected - The historical request has been rejected and will not be run.
Expired - The three day window for the historical request has expired and the historical request cannot
be run.
Calculating - A historical data request has been submitted and it is processing. When done, user will get
an email to review and either reject, or approve and run.
Request Name - The name you gave to the historical request.
Bundle - The name of the bundle the historical request was created in.
Topic - The name of the topic the historical request is for.
Requestor - The name of the user who made the historical request.
Date Range - The date range the historical request will cover.
Created - The date the historical request was created.
Days - The number of days you want the historical request to go back and return messages for.
Message Limit - Once the request has been created, the maximum number of messages the historical request
could return. (The actual number is potentially lower than this.)
106
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
For each status of a historical request, you can take various actions on those requests. For example, you can delete
requests that are in the Draft, Awaiting Approval, Rejected, Failure, and Expired statuses. You will not be able to delete
requests that are in Completed or Processing statues.
Specialized Data
The Specialized Data product allows you to pull in messages from specific social networks that are not part of the main
SRM platform. To use, you will need to purchase an amount of messages (contact your Social Partnerships or Sales
person for this). Once you have purchased those messages, social posts will be available to collect with topics in your
account.
Currently, we support the following specialized data sources:
•
Tencent Weibo - This network falls under the Microblogs Content Type in Listen & Analyze and is only available
for Listen and Analyze topics in Traditional Chinese, Simplified Chinese, and Vietnamese.
Note: We do not get geo location data for Tencent Weibo. This means that if you setup a topic for Tencent
Weibo with location filters, you will not get any data back.
•
Discuz - This network falls under the Message Boards Content Type in Listen and is only available for Traditional
Chinese and Simplified Chinese Listen topics.
The Indicators Tab: About Indicators
On the Indicators tab in Listen & Analyze, you can create and manage indicators, which are filters that you use with
existing topics, highlighting mentions containing the specified search terms and keywords in the indicator. In this topic,
we'll take you step by step through creating an indicator.
You can work with the Indicators tab if you are an Oracle Social Engagement and Monitoring customer.
What is an Indicator?
Indicators are pre-configured semantic filters that allow you to extract and analyze more precise aspects of interesting
conversations. An indicator contains logic designed to recognize a specific response or reaction within each conversation.
You use indicators as filters on top of existing topics, so when you use one, mentions that match the part of the topic you
want the indicator to display will be highlighted.
There are two types of indicators in Listen, custom and standard. Standard indicators are ones that we have created for
you out of the box:
•
•
•
•
•
•
•
Advertising
Awesomeness
Customer Service
Favorable
Favorite
Humor
Intent to Switch
107
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
Listen & Analyze
Loyalty
Media: Trailer/Previews
Media: Viewing Intent
Media: Watching
Offensive
Price
Purchase Language
Quality
Recall
Sales & Coupons
Traveling
Unfavorable
Custom indicators are ones that you create, specific to your topic needs. We'll discuss how to create an indicator next.
You can learn about how to use indicators with your topics in the Dashboard Tabs topic.
Creating Indicators
You can access your indicators and create new ones from any bundle in your account.
Prerequisites
To create an indicator:
Steps
1. First, click New Indicator. This will take you to the Create a New Indicator page.
2. Fill out the following fields:
•
Indicator Name - Give your indicator a name. We suggest something that will help you
remember what the indicator is covering.
•
Language - Choose a language you want the indicator to search. This will only provide results
in the chosen language – the user language you have selected in Workflow & Automation is
chosen by default unless that language is not yet available. In this case, English is the default.
The languages you can search are:
•
•
•
Arabic
Bahasa
Czech
108
Oracle Social Relationship Management
Chapter 3
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Listen & Analyze
Danish
Dutch
English
Finnish
French
German
Greek
Hebrew
Hindi
Hungarian
Italian
Japanese
Korean
Norwegian
Polish
Portuguese
Russian
Simplified Chinese
Spanish
Swedish
Tamil
Thai
Traditional Chinese
Turkish
Vietnamese
Search Term - Type a term or phrase and press Enter or click Add to add them to your indicator
to be searched. All the terms you add to the indicator will show in the Indicator Properties
section. You can enter multiple terms, phrases, or a combination of both.
For example, type oracle to retrieve all conversations containing the term oracle. In the Search Terms
area, click x on the term or phrase to remove it.
By default, Listen looks for search terms on the subject and body of web pages. However, if you would
like the term to be searched in URLs as well, select the Find search terms/keywords in URL option
beneath the search term field.
109
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Note: You can add up to 1,000 search terms/keywords. There's a counter in the Indicator
Properties box that displays how many search terms or keywords you have added so you can
easily keep track.
After you enter your search terms, you can preview a representative sample of social conversations to
help you evaluate and refine your indicator. This is fully covered in the Preview section below.
How Do Search Terms Work?
Our search terms are optimized to give you the most results. Just by entering simple terms, you'll get results covering
multiple versions of that term.
The indicator will search using the OR operator by default with the terms and phrases. For example, if you enter the terms
oracle and ORCL, then your results will contain the term oracle OR the term ORCL.
See the Advanced Options section to add AND terms to your search, and add keywords.
Punctuation and Symbols
With many search tools, you have to enter every permutation of a term to capture results that use all those variations. In
indicator search terms, we've simplified that. Let's look at an example:
When you enter oracle as a search term, not only will you get back mentions containing oracle, but also:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
oracle
oracle.
oracle?
oracle!
oracle,
oracle;
oracle:
oracle(oracle)
[oracle]
{oracle}
oracle’
“oracle”
oracle…
#oracle
110
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 3
Listen & Analyze
@oracle
oracle_
oracle/
By simply entering the term without capitalization or symbols, Listen will automatically return those results for you.
Note: Listen's search can handle nonspace languages like Chinese and Japanese. For example, if you search for
oracle, and in Japanese the mention says oraclecloudisgood, the Listen categorizer knows to separate that out
into oracle cloud is good, so this mention will be returned.
Specific Searches
If you do enter a search term that uses punctuation or symbols, Listen will only return results for exactly what you entered.
SO, If you enter #oracle, you will only see mentions that have #oracle. It will not include oracle as a result. This is handy if
you have a very specific result you want returned.
Note: This includes case sensitivity. If you want a general result, use lower case with your search term.
Punctuation and Symbol Rules
If you use the following punctuation or symbols with your search term, it will return specific results for that mark/search
term combo:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
period
question mark
exclamation point
comma
semicolon colon
dash/hyphen
parentheses brackets
braces
apostrophe
quotation mark
ellipses
hashtags
@symbol
underscore
slash
111
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
case sensitivity
Oddities
There are certain types of search terms that can complicate the results you get, Camel Cases and Numbers.
•
Camel Cases - Camel cases are compound words or phrases where both words are capitalized. For example,
PowerPoint. The search will recognize this as one word, powerpoint and will only find mentions that contain
powerpoint as one word.
•
Numbers - Numbers are treated the same as letters in search. So searching for oracle will not return oracle123.
But since they are treated the same as letters, all the punctuation and symbol rules apply (see the examples
above).
Our search recognizes these terms as one word, so searching for power will not return PowerPoint. Keep that in mind
when you are entering these as search terms.
Working with Advanced Options
Advanced options are optional and help you further filter your search by adding a keyword/phrase or content type to look
for specific conversations. For example, you could track a campaign by searching for the campaign hashtag, or target the
conversation around specific products by searching for mentions of an advertisement or gift certificate for that product.
To add advanced options, click Advanced Options on the Create A Topic page. There arenthree sections, Boolean
Conditions, Keywords, and Topic Scope.
Boolean Conditions
Boolean Conditions refine your searchs by comparing two values to each other. Here, we use options with additional
keywords so you get exactly the results you want. There are three options for you to use:
•
Content contains one or more keywords: Retrieves social media content that contains one or more of the
keywords you enter in advanced options. For example, if your main topic search terms are Oracle and ORCL,
selecting this option and entering Sun and server as advanced keywords, your topic will retrieve social content
that contains the following terms:
Oracle and sun OR Oracle and server
OR
ORCL and sun OR ORCL and server
•
Content contains all keywords: Retrieves social media content that contains all the keywords you enter in
advanced options. Using the previous example, if you select this option, your topic will retrieve social content that
contains the following terms:
Oracle and sun and server
OR
ORCL and sun and server
112
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Content does not contain keywords: Excludes social media content containing the keywords you enter in
advanced options. Using the previous example, if you select this option, the system would exclude social content
that contains the following terms:
Oracle and sun OR Oracle and server
OR
ORCL and sun OR ORCL and server
Keywords
Use keywords with a boolean condition to help refine the content coming in from your main search terms.
To add a keyword, type a term or phrase and hit Enter or click Add to add them to your topic. They are displayed in the
Topic Properties. You can add multiple keywords. To remove a keyword, click X on the keyword in the Topic Properties
section.
Users have the option to conduct case sensitive searches in Advanced Options by selecting the appropriate check box.
•
Case Sensitive - Only results matching the included symbols, numbers, and/or punctuation entered in the
Keyword field should be returned. If you enter multiple keywords, Case Sensitive will apply separately to each
keyword entered.
For example, Oracle would not return mentions of oracle or OrAcLe.
Topic Scope
Note: This option will only appear if you have Custom Data enabled for your account.
For more information on Custom Data, refer to About Custom Data Source Analyzer API .
The Topic Scope section is where you choose what kind of topic you are creating. If you are creating a topic for a Custom
Data Source, then you choose Custom for a normal topic, choose Semantic API. You must choose a topic scope before
you can create your topic.
Working with Targeting Options
Targeting Options are also optional, and allow you to target a specific segment of conversation by filtering your search by
demographic information. For example, you could create topics searching for campaign results in different countries to
compare them against one another or only search for conversations in a specific region to limit message volume.
To add targeting options, click Targeting Options on the Create A Topic page. The page includes five sections, the
Location filter, Content Types, Indicators, Source/Post URLs, and Author.
You can add up to 1,000 targeting options. There is a counter in the Topic Properties box that shows you how many
targeting options you have added so you can easily keep track.
113
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Location Filter
Click on countries and, or regions to include or exclude from your topic search. All countries are included by default. Once
you’ve started including locations, you will not be able to exclude specific locations unless you clear your selection(s) and
vice versa. You can clear your selection(s) by clicking the Reset to include all locations link or by clicking x next to each
location in your Topic Properties.
Note: No Location is for messages that have no location attributed to them. You can include or exclude messages
like this by selecting this option.
Content Types
You can also include or exclude certain content types from your search:
•
•
•
•
•
•
Message Boards - Thousands of sites, including Reddit, Yahoo Answers, freeforum.net, proboards.com, etc
•
•
Videos - YouTube
Blogs - Millions of sites, including Wordpress, Quora, Yelp blogs, etc
News - Thousands of sites, including mainstream news sites like CNN.com, Wikipedia, etc
Microblogs - Twitter, TenCent Weibo (Add On Data Source)
Social Sites - Facebook, Google+, Instagram
Consumer Reviews - Hundreds of sites, including Amazon, GooglePlay, Indeed, Glassdoor, iTunes, Consumer
Affairs, etc
Custom - CDSA API data (Add On Data Source)
Indicators
In this section, you can include or exclude custom or standard indicators in your topic search. Adding an indicator allows
you to take advantage of all the Dashboard charts when combining topics and indicators.
Source/Post URLs
Enter in any URLs that you want to include or exclude from your topic search. This will pull in messages that contain this
exact URL in them.
Source URL also supports using both include and exclude options at the same time. This is helpful when filtering URLs
that have substrings that you might or might not want. For example, if you include "facebook.com/disney”, the following
URLs are also returned: "facebook.com/disneyland" and "facebook.com/disney/pixar".
If you do not want "facebook.com/disneyland" and "facebook.com/disney/pixar”, enter:
•
facebook.com/disney -> Include
114
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 3
Listen & Analyze
facebook.com/disney/pixar -> Exclude
facebook.com/disneyland -> Exclude
Using the above example, Disney Facebook pages are returned, but the Pixar and Disneyland ones are not.
Bulk Include/Exclude
You can also include or exclude multiple URLs at one time. Clicking either button will open a modal, allowing you to
upload a CSV file with all the source/post URLs you want to include or exclude in your topic.
Note: Do not include the http:// from the URL.
Author
Enter in any names of authors you want to include or exclude from your topic search. For Twitter, enter their Twitter
handle; for Facebook, enter their Facebook username; for YouTube and blogs, enter the name on their channel or blog
name.
For Twitter and Facebook authors, a search term is not required. This allows for the collection of all public posts from a
Twitter or Facebook account without specifying any words to match.
Bulk Include/Exclude
You can also include or exclude multiple Authors at one time. Clicking either button will open a modal, allowing you to
upload a CSV file with all the Authors you want to include or exclude in your topic. You can also select whether you want
to do a Contains or Exact Match search from this modal.
Contains and Exact Match
By default, the Author field supports a Contains type match. The Contains type match looks for any Author that contains
the Authors you have entered.
For example, if you use ILUVYOU as a filter, the following entries are returned: ILUVYOU and ILUVYOUMOM.
If you want an Exact Match, you can select the radio button to switch to Exact Match. The Exact Match will only look for
Authors that match exactly what you have entered.
For example, if you use ILUVYOU as a filter, only the following entry is returned: ILUVYOU. ILUVYOUMOM will not be
returned.
Previewing Indicators
Once you have entered all your information for your indicator, you can get a preview of the indicator by clicking the
Preview button. Your information will be saved, and a preview of the themes and social media messages the indicator will
collect will appear. The preview will show you information in three sections, Messages, Themes, and Media Types.
Use the preview to review what has been returned in these sections to help evaluate your indicator's results. If you aren't
getting the right results, change the search terms, advanced options, and themes in your indicator until the content you
115
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
are getting matches what you want. Your preview is in draft status and can be changed as often as you need while in
preview. Remember to click Preview after you make any changes so those new results are displayed below.
Messages
This tab displays a sample of the social media messages the indicator is retrieving, and a timeline showing you when
those messages were posted. You can sort these messages by source or date. If the messages are not what you want to
indicator to retrieve, try modifying your indicator options.
The timeline displays message volume in a particular date range. Hovering over the timeline will show you daily message
volumes.
Themes
This tab shows you themes for the messages the indicator is retrieving. These themes group related messages by their
contextual meaning. For example, the term Java is used in the context of programming as well as coffee. So searching for
Java would give you different themes for those two contexts.
Clicking a theme shows you a word cloud of the terms that are used most often used in the messages that fall into that
theme. The size of the term indicates its frequency in the messages. Displayed are a selection of messages that fall in the
selected theme.
To help refine your indicator, you choose whether the theme is providing the kind of messages you want. There are two
buttons:More Like This, and Less Like This.
•
•
More Like This: Click this button to include a theme that has messages you definitely want in your indicator.
Less Like This: Click this button to exclude a theme that has messages that you definitely don't want in your
indicator.
Note: There is no need to include or exclude every theme. Only include or exclude themes that are clearly
desirable or undesirable. For example, if you are interested in the Java programming language, then the coffee
theme is of no interest and should be excluded.
Media Types
This tab displays a pie chart of the content types where your messages are coming from. Clicking on a pie slice displays a
selection of messages from that content type.
If you are not getting desirable messages from a particular content type, you can exclude it in the Advanced Options
section.
Saving Indicators
After you click Preview, it will change to Save. When you are satisfied with all your indicator options, click Save. The
system will begin monitoring the social web and retrieving messages.
Note: After an indicator is activated, it takes about 15-30 minutes to begin collecting data. You will not see
analytics in the Dashboard for the indicator until data collection begins.
Once saved, the indicator is activated and available for use in the Dashboard tab. It can be found in the Custom
Indicators section of the main Indicators page. Pre-configured, out-of-the-box indicators are viewable in the Standard
Indicators section.
116
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Note: Once an indicator is active, you can edit the indicator and make changes, but those changes will only affect
content pulled in after you made the changes
Indicators are saved in families, with the first indicator created as the parent, or anchor, indicator.
The Indicators Tab: Managing Indicators
Once you have created indicators on the Indicators tab in Listen & Analyze, you can organize and perform certain actions
on those indicators.
About the Indicators Tab
You can view all of the indicators for your account on the main page in the Indicators tab. All the indicators you have
created are in the Custom Indicators section, and all the out of the box indicators are found in the Standard Indicators
section.
Note: You can view all the indicators for your account on any bundle you are in. It doesn't matter what bundle you
were in when you created the indicator, you can always find it here.
Creating and Managing Indicator Families
Indicators are organized into families. Indicator families allow you to have an indicator in multiple languages, so you can
apply them globally.
When you create an indicator, it will be saved as a the first or the parent indicator in a new family on the main Indicators
page. The family will be named after the parent indicator.
Expanding the family list will display all the indicators you have created for that family.
Family Actions
There are certain actions you can take on an indicator family. You can perform the following actions from the header:
•
•
Delete - Deletes the entire indicator family, including the parent and any child indicators.
Add - Displays a menu of all available languages. Clicking a language will open the Create an Indicator page,
where you can create a new version of the selected indicator in the language you selected.
The language you clicked will already be pre-populated in the indicator creation form. Saving the indicator will add
it as a child in the indicator family for the original indicator.
Note: Indicators can only be added to an indicator family using the Add action in that indicator family’s
header.
•
Show/Hide in Dashboard - Selecting this option will either hide or show the indicator family as a choice in the
dashboard chart picker. Individual indicators can be shown/hidden using the action in the indicator’s drop-down
gear menu. Click Save View after showing or hiding indicators.
117
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Order Indicator Families - When you hover over the indicator family name, an icon with two arrows will appear.
You can use these arrows to drag and drop indicator families into a custom order that will also be displayed in the
dashboard chart picker. This action is available in both the Custom and Standard indicator lists. Selections made
in ordering indicators can be saved across user sessions by clicking Save View. You can revert to the default
account-level screen by clicking the Reset View link.
Saving Family Actions
To save any changes you made to the order of indicators or show or hide, click Save View.
Taking Action on Indicators
In the indicator menu for each individual indicator, there are several options which allows you to take specific actions on
the topic. You can find these actions in the gear icon on the indicator.
You can take the following actions on an indicator:
Clone
Duplicates of the indicator in your root bundle present the chart picker. A cloned indicator will be created as a new
indicator family and will be displayed with an asterisk (*) after its name.
Delete
Deletes the indicator from your root bundle. Note: Deleting the parent indicator displays a prompt to delete the entire
indicator family, including the parent and children. Indicator children can be deleted individually.
Edit
Opens the indicator creation page again, where you can make changes to the indicator. You can update the selected
indicator name and description, enter additional search terms or select Advanced Options. You can continue to edit an
indicator until desired results are achieved.
History
The audit trail of activity on the indicator. This includes the indicator creator, creation date, language and search terms if
any, changes made, and any notes added.
Properties
The options you set when you created/edited the indicator, including name, description, language, and search terms.
Since indicators can easily be changed by users over time, it’s important to be able to monitor any edits to indicator
properties.
Show/Hide in Dashboard
Shows/hides the indicator in the dashboard chart picker.
Related Topics
•
The Dashboards Tab
118
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
The Dashboards Tab
Dashboards help you understand and track consumer social media conversations to inform your business decisions by
providing a real-time and automated view into the social side of your business by revealing meaningful trends on the
social we busing a variety of analytical indicators.
Dashboards work with the topics you create on the Topics tab. For more info on creating topics and email digests, see
Creating a Topic and The Dashboards Tab: Email Digest.
You can work with the Dashboards tab if you are an Oracle Social Engagement and Monitoring customer.
Navigating the Dashboard
The Summary page is the first page displayed on the Dashboards tab. This page provides an analytical overview of your
selected topics:
From here, you can use the menus on the left hand side to choose exactly what you want to display in the Dashboard.
Once you have made these choices, use the tabs to dive more deeply into specific areas of your topics.
Selecting Topics
First things first, you need to select a topic or topics to view in the Dashboard. Click on the arrow next to the Topics left
side menu, and a selector will open listing all the bundles on your account:
You can use the search bar to search for a specific topic, or click on a bundle from the list to open it and see the topics
inside. You can choose either one or multiple topics.
Roll-up and Select All
If you want to select all the topics in a bundle, select the Select all option next to the bundle name.
If you choose multiple topics, you can either display them as separate lines on the charts, or roll them up so they display
as one line. To roll them up, select the option for Roll-up next to the bundle name.
Filtering the Dashboard
You can easily customize the data you see on your Dashboard by adding filters, like a date range or sentiment. Click the
arrow next to the Filters side menu to select the filters you want to apply.
Note: These filters affect all the charts on the Dashboard once they are selected and overrule any options on
those charts. For example, if you select the Content Types filter and choose Blogs, you will only see data from
blogs on the charts, even if they are multiple source charts.
Date
The Data filter helps you see only the data from the dates you select. You can choose to display by week, month, year, or
a custom range you set. All charts within the dashboard populate with the last 90 days of data by default.
119
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Sentiment
The Sentiment filter allows you to view data that fits a particular sentiment, as determined by our system. You can choose
to view Positive, Neutral, or Negative individually or any combo of the three.
Note: You can see how we calculate sentiment in the Summary section below.
Sentiment is supported in the following languages:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Bahasa
Traditional Chinese
Simplified Chinese
Dutch
English
French
German
Italian
Japanese
Portuguese
Russian
Spanish
Thai
Turkish
Content Types
The Content Types filter displays only the content types you select. You can choose any combo of the following types:
•
•
•
•
•
•
•
•
Message Boards - Sites, including Reddit, Yahoo Answers, freeforum.net, and proboards.com
Blogs - Sites, including Wordpress, Quora, and Yelp blogs
News - Sites, including mainstream news sites like CNN.com and Wikipedia
Microblogs - Twitter, TenCent Weibo (Add On Data Source)
Social Sites - Facebook, Google+, Instagram
Consumer Reviews - Sites, including Amazon, GooglePlay, Indeed, Glassdoor, iTunes, and Consumer Affairs
Videos - YouTube
Custom - CDSA API data (Add On Data Source)
Location
120
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
The Location filter lets you view data coming in from the countries you choose. Start typing the name of the location you
want in the text box and when the name appears below, click the name and click Add, and it will be added to the filter.
Gender
The Gender filter displays data only from the gender you choose. You can choose male, female, or a combo of the two.
Choosing Charts on the Dashboard
You not only can customize the type of data you want to display, you can also choose exactly what charts you want to
display on your Dashboard.
In the chart selector, there is a list of charts for each tab in the Dashboard, such as Summary, Indicators, and
Demographics. Select the charts you want to display.
Note: All boxes are checked by default for the Summary and Demographics tabs.
For Indicators, you can expand indicator families to display all indicators in that family, which you can select all if you
want. You also have the option to roll-up all the indicators in a family to view as one single chart. In this case, the chart will
be labeled with the indicator family’s name.
The Summary Dashboard Tab
This tab provides a high level overview of how the topics stack up against each other over the selected date range. The
following charts are available:
•
Activity - The total number of conversations for each topic over the selected date range by day.
Note: The mentions being displayed are in GMT time zone (5 hours ahead of eastern).When you export
the activity chart to a CSV file, only days that have a mention count will be exported.
•
•
Share of Voice - The percentage of conversations that each topic has received over the selected date range.
Twitter Potential Reach - The total number of unique people that were reached within your topic. It is derived
from the followers of the authors in your topic.
Example: Your topic is using the hashtag #superbowl. There are three authors who tweeted with that hashtag
in the time frame you selected. One author with 100 followers tweets three times. We would count 100 followers
for that person. One author with 50 followers tweets once. We would count 50 followers for that person. So the
potential reach would be 150.
Notes:
•
•
•
Reach counts followers only once, so if an author tweets twice, their followers are only counted once.
•
Follower counts are counted at the time the post is made.
Reach for retweets is counted as the number of followers of the person posting the retweet, not the
person being retweeted.
Twitter Potential Impressions - The maximum number of times the tweets included in your topic could have
been seen.
121
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Example: Your topic is using the hashtag #superbowl. There are three authors who tweeted with that hashtag
in the time frame you selected. One author with 100 followers tweets three times and we would count that as
300 potential impressions. One author with 50 followers tweets once and we would count 50 impressions for that
person. So the potential impressions would be 350.
Notes:
•
•
•
Potential impressions counts followers for an author every time they tweet.
•
Follower counts are counted at the time the post is made.
Impressions for retweets are counted as the number of followers of the person posting the retweet, not
the person being retweeted.
Sentiment - Negative, neutral, and positive sentiment breakdown by topic.
Note: Sentiment is determined according to the number of positive or negative terms a conversation
contains. An initial tonality score is calculated by scanning each sentence for positive and negative
words in any linguistic form, such as loves, love, and loved, and then adjusts for intensifiers like very and
negations like not. A score is then computed for the entire post based on the individual sentence scores.
Neutral categorization is assigned to posts that contain no sentiment, such as press releases or product
sheets. Occasionally there are an equal number of positive and negative terms, so the entire entry is
rendered neutral.
•
Content Types - The content breakdown of each topic over the selected date range. The types of content are
categorized as:
•
•
•
•
•
•
•
•
Blogs
Consumer reviews
Message boards
Microblogs
News
Social Networks
Video
Influence by Klout Score - The ranges of Klout scores for the authors of mentions in the topic (Twitter only). The
range is:
•
•
•
•
•
Very Low = 0-14
Low = 15-29
Moderate = 30-44
High = 45-69
Very High = 70-100
Clicking on a bar in the chart will display the mentions for that range.
•
Top Sources - The media outlets and blogs that mention the selected topics the most. This applies to Blogs,
News, Consumer Reviews, Message Boards data types. This does not apply to Microblogs, Social Sites, Custom,
Videos data types.
122
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Top Hashtags - Allows you to display the top trending hashtags so that you can get more insight into
conversations happening around the topics that you have selected on the Dashboard. When you click on a
particular hashtag, the mentions report will come up and will show the mentions that contain the hashtag that you
have selected.
Note: If you have selected specific filters in the Filters area, those choices will override your choices in these
charts. For example, if you have only selected Blogs in the Content Type filter, you will only display data for blogs
in the Content Types chart.
The Indicators Dashboard Tab
This tab shows how selected topics stack up against each other when categorized into different indicators. Indicators are
pre-configured semantic filters that allow you to extract and analyze more precise aspects of interesting conversations.
An indicator contains logic designed to recognize a specific response or reaction within each conversation. You use
indicators as filters on top of existing topics, so when you use one, mentions that match the part of the topic you want the
indicator to display will be highlighted.
Using the Indicators Tab
To start, use the Charts section in the left hand menu to choose the indicators you want to use, then navigate to the
Indicators tab. The indicator chart will populate if the selected topics have been categorized into the chosen indicator.
Note: The indicator chart will not appear if the selected topics have not been categorized into the chosen indicator.
The Demographics Dashboard Tab
This tab identifies which consumer segments are discussing a topic of conversation online. The following charts are
available:
•
Location chart: At a glance, displays the demographic composition by geographic location for the selected
topics using the map. You can drill down into various regions, including US, Brazil, Canada, India, China,
Australia, Germany, and France. To drill down deeper within one of these countries, click on the individual state
or province. You can also view mentions that are not associated with a specific region.
•
•
•
Gender chart: Displays the percentages of males and females talking about each selected topic.
Top Country Chart: Displays the countries with the most conversation volume for all selected topics.
Top Influencers charts: Displays the top Twitter influencers for all selected topics in two separate charts: top
influencers by highest Klout score and top influencers by highest number of Twitter followers.
Note: Displayed Klout scores are the most current Klout score available at the time the author last
categorized to a topic in the system.
•
Top Contributors: Displays the top contributors by mention for all selected topics.
Demographic information is captured only if the social media user has chosen to share this information. Topics with small
volumes may not have any age data reported.
123
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
The Weekly Stats Dashboard Tab
This tab displays weekly rollups of your topics and how they are trending week by week. This is an effective way to
determine how each topic is performing over time.
Using Interaction in the Dashboard
Dashboards have a degree of interactivity to enhance the user experience. Hover over each chart to display a callout with
additional information such as dates, record counts, and percentage summaries.
Using Interaction
Dashboards have a degree of interactivity to enhance the user experience. Hover over each chart to display a callout with
additional information such as dates, record counts, and percentage summaries.
The colored bars, lines, and slices of charts can be clicked on to view the social posts in a popup list view.
In the list view, scroll through social posts to display details.
Click the channel icon or message title link to navigate to the original source in a new window. The channel URL and
message text display in the message view. Metadata, such as the attribute classification (sentiment, demographics) and
channel type, also display under the message context.
Each mention also displays More Like This and Less Like This buttons. Clicking one or the other will apply that theme
as a semantic filter in the topic query. Once applied, messages collected in the topic will reflect the new semantic filter
going forward.
System-assigned sentiments can be manually overridden on individual mentions. Click the pencil icon next to the
sentiment ranking, then choose the appropriate option from the drop-down list, and then click the pencil icon again to
save. Changes are reflected in the sentiment chart. Changes to sentiment for a mention will only affect that mention.
Some Twitter, Facebook, and Google Plus posts have images that can be displayed. Available images will be displayed
with the mention.
Lastly, you have the option to translate mention text. When you click the Translate button, the Translate dialog box
appears. In the Translate dialog box, your original mention text will automatically be displayed. To translate your text,
click the Translate to drop-down menu, and select the language to which you want translate the mention text. The
translated text will appear in the lower text box. Click the X to close the Translate dialog box.
Note: The preselected language is the language of the topic that the mention came from.
You can then select the language to which the mention should be translated. When you are done with your translation,
close the the pop-up.
Mentions
After reviewing the individual posts, click the Close icon, denoted with an X or the Finished reading link.
When you click to view the social post list, the dashboard also dynamically themes the conversation and displays top
terms for that chart section.
124
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Themes
The dashboard dynamically themes a conversation when you click a chart section to view mention details. Themes
semantically summarize the conversation to provide a quick look at what people are talking about for the selected
mentions. Up to ten top themes are displayed by clicking the Themes tab on the detail popup. Clicking the theme names
reveals a tag cloud of meaningful concepts representing the theme. Themes do not appear if a topic has only a few
messages.
Clicking on a theme also displays More Like This and Less Like This buttons. Clicking one or the other will apply that
theme as a semantic filter in the topic query. Once applied, messages collected in the topic will reflect the new semantic
filter going forward.
Note: You can add up to 1,000 semantic filters for each topic, which includes More Like This and Less Like This
for both themes and mentions.
Terms
The dashboard also displays top terms in a conversation when you click a chart section to view mention details. The
Terms tab displays the most frequently used terms in a topic from a 1000-mention sample. Terms can be viewed in four
categories, Everything, Actions, Descriptors and Things. Clicking on a term displays the mentions including that term as
well as the option to refine your topic with that term. Clicking the Refine topic link allows you to add the term to the topic
query as a search term or Boolean condition. Once saved, messages collected in the topic will include the new term going
forward.
Semantic Filters
When you click the More Like This or Less Like This buttons on a mention or theme, they will be added to the Semantic
Filter counter on Mentions/Themes/Terms modal window. You can add up to 1,000 semantic filters. You can remove a
semantic filter by clicking the X on the filter in the counter area.
Dashboard Actions
You can take various actions on your Dashboard, including making notes on charts, exporting charts and your dashboard,
and saving your dashboard.
Annotating Charts
You can add notes to any charts in your dashboard by clicking the Toggle Notes icon. After enabling this feature, you can
click on any data point and add a note. Notes are viewable in the charts on the Topics tab.
Exporting Charts
To export charts, click the Download icon for the chart to export the chart in JPG or PDF format.
To export raw data, there are two additional export options inline with the export to image/pdf option. The first is to export
the aggregate chart data as a CSV and is available on all charts. The second option is to export all mentions as a CSV.
The all mentions export is restricted to the terms and conditions of the third party social media source, displayed prior to
downloading the CSV.
125
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
The Dashboard Tab: Email Digest
Dashboards work with the topics you create on the Topics tab. For more info on creating topics, see the Creating a Topic
topic. For more info on the Dashboards tab, see The Dashboards Tab.
You can work with the Dashboards tab if you are an Oracle Social Engagement and Monitoring customer.
About Email Digests
You don't only have to come to your dashboard to get info on your topics. You can also get it emailed to you.
Once you have selected a topic or topics to view in a dashboard, in the upper corner of the Summary section, you'll see a
SUBSCRIBE / MANAGE: EMAIL DIGEST link.
Clicking on the EMAIL DIGEST link allows you to subscribe to email digests containing charts for the topic(s) that you see
in the Summary section:
•
•
•
•
•
•
•
•
•
•
•
Activity Chart
Share of Voice
Content Types
Twitter Potential Impressions
Twitter Potential Reach
Sentiment
Influence by Klout Score
Top Sources
Top Hashtags
Top Contributors
Top Terms
Topics Included in Email Digests
A few notes about topics that you select to include in your email digests:
•
•
•
If a topic becomes unavailable, it will no longer be included in any email digest.
If all topics included in an email digest are unavailable, the email digest will not be sent.
The Manage Subscriptions page will show the following error messages if topics become unavailable.
Email Digest Email
When you subscribe to email digests, you'll receive emails with a PDF attachment.
126
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Email Digest PDF
The email digest PDF contains the following sections:
•
Activity Chart: This chart presents the number of topics selected in the dashboard at the time that the email digest
subscription is generated.
•
Share of Voice and Content Types: The Share of Voice, and Sentiment charts display data for the selected topic.
The Top Terms chart displays data only for the first topic selected.
•
Twitter Potential Impressions, Twitter Potential Reach, Sentiment, Influence by Klout Score: Each of these charts
displays data for topics contained in the email digest.
•
Top Sources, Top Hashtags, Top Contributors, Top Terms: Top Sources, Top Hashtags, and Top Contributors
displays data for topics contained in the email digest.
•
Recent Mentions: The Recent Mentions section of the email digest presents ten recent mentions for each content
type contained in the topics selected for the email digest.
Related Topics
•
•
•
•
Creating a Topic
The Dashboards Tab
SEM Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
Managing Email Digest Subscriptions
If you need to make a change to your subscriptions, click Subscribe/Manage. To display a list of all of your subscriptions,
click the Manage My Subscriptions link. You can edit or delete your subscriptions on this page.
To modify or unsubscribe from email digest subscriptions:
Steps
1. Go to the Listen Topics page and click on SUBSCRIBE / MANAGE: EMAIL DIGEST link.
2. Click on the Manage Subscriptions link in the Subscribe to Listen & Analyze dialog.
3. From the Manage Subscriptions page, you can edit a subscription or delete a subscription. You can
also have the email digest sent immediately by clicking the Send Email link.
The SEM Reports Tab
The SEM Reports tab allows you to quickly track user and data activity. With user reports, you can see the internal actions
per user during a specific time period. For data reports, you can see all content for a channel during a specific time period.
These reports can pull information up to two years prior from the date of export.
You can work with the SEM Reports tab if you are an Oracle Social Engagement and Monitoring customer.
127
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Exporting User Activity
You can run a report on the internal actions per user to track activity over a specific time range.
To run user reports:
Steps
1. On the Reports tab Data Source, click Users.
2. Select start and end dates for the report (dates default to the past month).
3. Click EMAIL FILE. Within a few minutes you will receive an email with a link to a report for the content
you just exported.
Note: This link is viable for 24 hours from the time that it is requested.
4. Open the report for further filtering, sorting, or to plug the data into any reporting device.
Exporting Data From Channels
Two types of data reports are available on the Reports tab: post-level reports (for Facebook and Twitter) and page-level
reports (for Facebook only). Post-level reports are available also in the Monitoring Stream.
Filter your message content from one channel and pull a report with only the content that has resulted after applying your
filters. Use filtering options to limit the content you would like reported.
To run post-level reports:
Steps
1.
2.
3.
4.
On the Reports tab Data Source, click Channels.
Select the channel from which you would like to display a report.
For Twitter channels: for Message Type, select either All, Statuses, Mentions, or Direct Messages.
For Facebook channels: for Type of Export, select Post, and for Message Type, select either All,
Posts, or Direct Messages.
5. Select start and end dates for the reports (dates default to the past month).
6. Click EMAIL FILE Within a few minutes you will receive an email with a link to a report for the content
you just exported.
Note: This link is viable for 24 hours from the time that it is requested.
7. Open the report for further filtering, sorting, or to plug the data into any reporting device.
Result
To run Facebook page-level reports:
1.
2.
3.
4.
5.
On the Reports tab Data Source, click Channels.
Select the Facebook page from which you would like to display a report.
For Type of Export, select Page.
Select start and end dates for the report (dates default to the past month).
Click EMAIL FILE. Within a few minutes you will receive an email with links to reports for the content you just
exported.
128
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Note: This link is viable for 24 hours from the time that it is requested.
#
Daily Report - Provides the daily change for the below items, some numbers reflect the total
number to date.
# Aggregated Report - Based on the date range selected when exporting, the aggregated
report reflects the change from the beginning to the end of the report.
6. Open the reports for further filtering, sorting, or to plug the data into any reporting device.
Note: Page level reports and some per post metrics are not available on Facebook pages with less
than 30 likes, as dictated by Facebook Insights.
About User Reports
The following describes the content provided in User reports you can create from the SEM Reports tab.
•
•
•
•
•
•
•
•
•
•
•
•
Date - Day the activity took place
Name - The user's or team's name
Type - User or team
Submissions - Number of posts submitted by the user
Published Messages - Number of messages published by the user
Replies - Number of replies made by the user
Hides - Number of posts hidden by the user
Deletions - Number of posts/comments deleted by the user
Archived - Number of posts archived by the user
Assignments Given - Number of messages assigned to another user by the user
Assignments Received - Number of messages assigned to the user
Assignments Completed - Number of assigned messages marked as complete
About Twitter Posts Reports
The following describes the content provided in Twitter posts reports you can create from the SEM Reports tab.
•
•
•
•
•
•
Timestamp - Date and time of the message
Channel Type - Type of channel: Facebook or Twitter
Channel - Public name of the channel
User Name - User name who made the post
Message Type - Type of message on Twitter (Tweet, Mention, or Direct Message)
Message Body - Full content of the message
129
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
Chapter 3
Listen & Analyze
Retweets - Number of retweets a tweet has received to date (Not available for direct messages)
Read Status - Read status of the message (Unread or Read)
Time To Read - The amount of time it took to read the message in Engage after it was posted to Twitter
Post/Comment Responded To - The message that was responded to by an Engage user
Time to Respond - The amount of time it took to respond to the message after it was posted to Twitter
Visibility Status - Current public visibility status of the post (Visible or Deleted)
Assigned To - Name of the user to whom the message has been assigned
Label(s) - Any labels added to the message
Message URL - URL on Twitter (Not available for direct messages)
Oracle SEM URL - URL in Oracle Social Engagement and Monitoring
About Facebook Posts Reports
The following describes the content provided in Facebook posts reports you can create from the SEM Reports tab.
•
•
•
•
•
•
Timestamp - Date and time of the post or comment
•
•
•
•
•
•
•
•
Message Body - Full content of the message
•
•
Shares - Number of times the post was shared (Timeline only)
Channel Type - Type of channel: Facebook or Twitter
Channel - Public name of the channel
User Name - User's name who made the post (If an admin post, then page name is shown)
Social Network User ID - User ID of the user on the corresponding social network
Message Type - Type of message on Facebook (Post is an original message, admin or non-admin, on the
timeline. Comment is a message made in reply on any original post, admin or non-admin. Direct message is a
private message made to the page from a user.)
Attachment Type - Type of attachment included in the message (Link, Photo, or Video. Timeline only)
Attachment URL - A direct link to the attachment (Timeline only)
Likes - Number of likes for posts (Timeline only)
Comments - Number of comments made on a post (Timeline only)
Reach (Impressions) - Number of times your post was seen (Timeline only)
Engaged Users - Number of people who clicked anywhere in your post (Timeline only)
Talking About This - Number of unique people who created a story about your post. Stories are created when
someone likes, comments on, or shares your post; answers a question you posted; or responds to your event.
(Timeline only)
Virality % - Percent of people who saw your post and then created a story about it (Timeline only)
130
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Negative Feedback - Number of times people took a negative action on your post (for example, hid it. Timeline
only)
•
•
•
•
•
•
•
•
•
•
Link Clicks - If a link was included in the post, this is number of clicks that link received
Read Status - Read status of the message (Unread or Read)
Time To Read - The amount of time it took to read the message in Engage after it was posted to Facebook
Post/Comment Responded To - The message that was responded to by an Engage user
Time to Respond - The amount of time it took to respond to the message after it was posted to Facebook
Visibility Status - Current public visibility status of the post (Visible, Hidden, or Deleted)
Assigned To - Name of the user to whom the message has been assigned
Label(s) - Any labels added to the message
Message URL - URL on Facebook (Timeline only)
Oracle SEM URL - URL in Oracle Social Engagement and Monitoring
About Facebook Pages Daily Reports
The following describes the content provided in Facebook pages daily reports you can create from the SEM Reports tab.
•
•
•
•
•
•
•
Timestamp - Date
•
•
•
•
•
•
•
•
•
Friends of Fans - Number of people who are friends of the fans of your page (estimated), total to date
Channel Type - Facebook page
Channel - Public name of channel
Lifetime Page Likes - Total number of people who have liked your page to date
New Page Likes (Unique) - Total number of new people who have liked your page, daily
New Page Unlikes (Unique) - Unique number of Unlikes of your page, daily
Page Negative Feedback - Number of unique people who took a negative action; that is, hid stories or unliked
page, daily.
Page Views - Number of times your page was viewed, daily
Page Views (Unique) - Number of people who viewed your page, daily
Page Impressions - Number of impressions seen of any content associated with your page, daily
Page Impressions (Unique) - Number of people who have seen any content associated with your page, daily
Page Post Impressions - Number of impressions that came from all of your posts, daily
Page Post Impressions (Unique) - Number of unique people who saw any of your page posts, daily
Page Engagement - Number of people who engaged with your page, daily
Page Stories - Number of stories created about your page, daily
131
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
People Talking about This - Number of people talking about your page, daily
About Facebook Aggregated Reports
The following describes the content provided in Facebook aggregated reports you can create from the SEM Reports tab.
•
•
•
•
•
•
•
Timestamp - Date range selected
•
•
•
•
Friends of Fans - Number of people who are friends of the fans of your page (estimated), total to date
•
Page Impressions (Unique) - Number of people who have seen any content associated with your page during
selected date range
•
•
Page Post Impressions - Number of impressions that came from all of your posts during selected date range
•
•
•
Page Engagement - Number of people who engaged with your page during selected date range
Channel Type - Facebook page
Channel - Public name of channel
Lifetime Page Likes - Total number of people who have liked your page to date
New Page Likes (Unique) - Total number of new people who have liked your page during selected date range
New Page Unlikes (Unique) - Unique number of Unlikes of your page during selected date range
Page Negative Feedback - Number of unique people who took a negative action; that is, hid stories or unliked
page, during selected date range
Page Views - Number of times your page was viewed during selected date range
Page Views (Unique) - Number of people who viewed your page during selected date range
Page Impressions - Number of impressions seen of any content associated with your page during selected date
range
Page Post Impressions (Unique) - Number of unique people who saw any of your page posts during selected
date range
Page Stories - Number of stories created about your page during selected date range
People Talking about This - Number of people talking about your page during selected date range
About LinkedIn Post-Level Reports
The following describes the content provided in LinkedIn post-level reports you can create from the SEM Reports tab.
•
•
•
•
Timestamp - The date & time of the post or comment
Channel Type - The type of channel
Channel - The public name of the channel
User Name - The user's name that made the post
132
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Chapter 3
Listen & Analyze
Social Network User ID - The user ID of the user on the corresponding social network
Message Type - The type of message
Message Body - The full content of the message
Attachment Type - The type of attachment included in the message
Attachment URL - A direct link to the attachment
Likes - Number of likes
Comments - Number of comments
Read Status - The read status of the message
Time To Read - The amount of time it took to read the message after it was posted to the social network
Assigned To - The name of the user that the message has been assigned to
Label(s) - Any labels added to the message
Message URL - The URL on the social network
Oracle SEM URL - The Oracle SEM Platform URL
Search Term - The search term used
Search Option - The search option used
About LinkedIn Page-Level Reports
The following describes the content provided in LinkedIn page-level reports you can create from the SEM Reports tab.
•
•
•
•
•
Timestamp - The date & time of the post or comment
Channel Type - The type of channel
Channel Name - The public name of the channel
Posts - The number of posts made on your page
Comments - The number of comments made on your page
About Weibo Reports
The following describes the content provided in Weibo reports you can create from the SEM Reports tab.
•
•
•
•
Timestamp - The date & time of the post or comment.
Channel Type - The type of channel.
Channel - The public name of the channel.
User Name - The user's name that made the post.
133
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Chapter 3
Listen & Analyze
Message Type - The type of message.
Message Body - The full content of the message.
Attachment URL - A direct link to the attachment.
Likes - Number of likes.
Comments - Number of comments.
Reposts - Number of Reposts.
Read Status - The read status of the message.
Time To Read - The amount of time it took to read the message after it was posted to the social network.
Assigned To - The name of the user or team that the message has been assigned to.
Label(s) - Any labels added to the message.
Message URL - The URL on the social network.
Oracle SEM URL - The Oracle SEM Platform URL.
Search Term - The search term used.
Search Option - The search option used.
About Weibo Mentions Reports
The following describes the content provided in Weibo Mentions reports you can create from the SEM Reports tab.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Timestamp - The date & time of the post or comment.
Channel Type - The type of channel.
Channel - The public name of the channel.
User Name - The user's name that made the post.
Message Type - The type of message.
Message Body - The full content of the message.
Attachment URL - A direct link to the attachment.
Likes - Number of likes.
Comments - Number of comments.
Reposts - Number of Reposts.
Read Status - The read status of the message.
Time To Read - The amount of time it took to read the message after it was posted to the social network.
Assigned To - The name of the user or team that the message has been assigned to.
Label(s) - Any labels added to the message.
134
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
Chapter 3
Listen & Analyze
Message URL - The URL on the social network.
Oracle SEM URL - The Oracle SEM Platform URL.
Search Term - The search term used.
Search Option - The search option used.
About Weibo Direct Messages Reports
The following describes the content provided in Weibo direct messages reports you can create from the SEM Reports tab.
•
•
•
•
•
•
•
•
•
•
Timestamp - The date & time of the post or comment.
•
•
•
•
•
•
Visibility Status - The current public visibility status of the post.
Channel Type - The type of channel.
Channel - The public name of the channel.
User Name - The user's name that made the post.
Message Type - The type of message.
Message Body - The full content of the message.
Read Status - The read status of the message.
Time To Read - The amount of time it took to read the message after it was posted to the social network.
Post/Comment Responded To - The responded status of the message.
Time To Respond - The amount of time it took to respond to the message after it was posted to the social
network.
Assigned To - The name of the user or team that the message has been assigned to.
Label(s) - Any labels added to the message.
Oracle SEM URL - The Oracle SEM Platform URL.
Search Term - The search term used.
Search Option - The search option used.
About Listen Topic Reports
The following describes the content provided in Listen Topic reports you can create from the SEM Reports tab.
•
•
•
•
Timestamp - Date and time of the post or comment
Channel Type - Type of channel
Channel - Public name of the channel
User Name - User's name who made the post (If an admin post, then page name is shown)
135
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
•
•
•
Chapter 3
Listen & Analyze
Message Type - Type of message
Message Body - Full content of the message
Read Status - Read status of the message (Unread or Read)
Time To Read - The amount of time it took to read the message in Engage after it was posted to the network
Post/Comment Responded To - The message that was responded to by an Engage user
Time to Respond - The amount of time it took to respond to the message after it was posted to the network
Assigned To - Name of the user to whom the message has been assigned
Label(s) - Any labels added to the message
Message URL - URL on native site
Oracle SEM URL - URL in Oracle Social Engagement and Monitoring
Search Term - If a search term was included
Search Option - All, message body or username
Metrics Captured for Content & Apps Modules
In Listen & Analyze, Content & Apps captures certain metrics for each module type. Here's a list of each module and what
metrics are captured for them.
Banner Module
•
•
Module views
Image click-thrus
Calendar Module
•
•
•
•
Module views
RSVP click-thrus
Guest click-thrus
See all guests click-thrus
Causes Module
•
Module views
136
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Donate click-thrus
Comments Module
•
•
•
Module views
Comments created
Comments removed
Contest Module
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Coupons Module
•
•
Module views
Coupons printed
Custom Form
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Events Module
•
•
•
•
Module views
RSVP click-thrus
Guest click-thrus
See all guests click-thrus
137
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Fan Media Module
•
•
Module views
Photos uploaded
Flash Module
•
Module views
Flickr Module
•
•
•
•
Module views
Image click-thrus
Next clicks
Previous clicks
Gifts Module
•
•
•
Module views
Gifts viewed
Gifts sent
Google +1
•
Module views
Google Maps Module
•
Module views
HTML Module
•
Module views
138
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
iframe Module
•
Module views
JSON Module
•
Module views
Like Module
•
Module views
MailChimp Module
•
Module views
MP3 Module
•
•
•
Module views
Songs played
Songs completed
Newsletter Module
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Photos Module
•
•
•
Module views
Photo views
Photo title click-thrus
139
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Photo Albums Module
•
•
•
•
•
Module views
Album views
Album photo view
Album search date
Album search location
Pinterest Feed Module
•
•
Module views
View-to-View click-thrus
Pinterest Follow Module
•
•
Module views
View-to-View click-thrus
Poll Module
•
•
Module views
Poll vote
Posts Module
•
•
•
Module views
Post comments
User posts
Quiz Module
•
•
Module views
Quiz votes
140
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
RSS Module
•
•
Module views
Feed title click-thrus
Sign Up Module
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Slide Module
•
•
•
•
Module views
Slide click-thrus
"Next" click-thrus
"Previous" click-thrus
Survey Module
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Sweepstakes Module
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Twitter Module
•
Module views
141
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
Chapter 3
Listen & Analyze
User image click-thrus
To user click-thrus
From user click-thrus
User click-thrus
Link click-thrus
Hashtag click-thrus
Twitter Follow Module
•
•
Module views
Follow click-thrus
Videos Module
•
•
Module views
Video plays
View to View Module
•
•
Module views
View to View click-thrus
Vimeo Module
•
Module views
YouTube Module
•
Module views
YouTube Channel Module
•
•
Module views
Item plays
142
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Item completions
Related Topics
•
•
The Resources Tab: Intro
SRM Knowledge Base Home Page
Metrics Definitions for Listen & Analyze: Resources
This chapter lists quick definitions on various metrics. Here is a list of all the metrics we have in Listen & Analyze in the
Resources section.
The Streams & Posts Tab
Dashboard
The Dashboard includes the following metrics:
Fans Chart
•
•
•
•
Total Fans: The total number of people who have liked your page.
New Fans: The number of new people who have liked your page.
Removed Fans: The number of people who have unliked your page.
Avg. New Fans per Day: The average number of new people who have liked your page within the specified
timeframe.
Fan Demographics
•
•
•
Male: The total number of your fans who are male.
Female: The total number of your fans who are female.
Top Gender/Age: The gender/age of the largest segment of your fans.
Fan Sources
•
Top Fan Sources: How fans are getting to your page. This includes places inside Facebook (not including your
page) and external websites.
Reach
•
Reach: The average number of unique users who saw content associated with your page during the date range
selected. This includes ads and sponsored stories that point to your page.
Note: Reach does not equal the sum of Organic, Viral, and Paid Reach because Facebook may count
users in more than one category.
143
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Avg. Reach/Day: The average number of people who have seen any content associated with your page per day
within the specified timeframe.
Impressions
•
•
Impressions: The total number of times content associated with your page has been displayed on a browser.
Avg. Impressions/Day: The average number of times content associated with your page was displayed on a
browser within the specified timeframe.
Engagement
•
Page Stories: The number of stories created about your page. Stories include:
•
•
•
•
•
•
•
•
•
•
Liking your page
Posting to your page's timeline
Liking
Commenting on, or sharing one of your page's posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Photo-tagging your page
Checking in at your place
Avg. Page Stories/Day: The average number of stories created about your page within the specified timeframe.
These stories include:
•
•
•
•
•
•
•
•
•
Liking your page
Posting to your page's timeline
Liking
Commenting on, or sharing one of your page's posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Photo-tagging your page
Checking in at your place
Posts
•
•
•
Total Actions: The number of likes and comments that came from your page's posts.
Likes: The number of likes that came from your page's posts.
Comments: The number of comments that came from your page's posts.
144
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Fans Overview
•
•
•
Total Fans: The total number of people who have liked your page.
•
•
Removed Fans: The number of people who have unliked your page.
New Fans: The number of new people who have liked you page.
Avg. New Fans per Day: The average number of new people who have liked your page within the specified
timeframe.
Fan Sources: How fans are getting to your page. This includes places inside Facebook (not including your page)
and external websites.
Fan Locations
•
•
Top Fan Locations
•
•
•
•
•
Total Fans: The total number of people who have liked your page.
•
Top Locations (last date in range): A chart showing the top locations of your fans, broken out by country, city,
or language. This chart shows the data at the end of the time range you are viewing, including the location, the
total number from that location, what percentage that number makes up of total number of fans, and the percent
the number changed over the selected time frame. Click the text link to display the location type you want to view.
•
Gender/Age: A chart showing the age and gender of your fans, based on the information they have provided in
their user profiles. Click Change to display how this information has changed over the specified timeframe.
•
•
Gender: The gender breakdown of the people who have liked your page.
Top Fan Locations: A map that shows you the top 20 countries and cities where your fans are located around
the world.
Top Country: The country where the highest number of your fans live.
Top City: The city where the highest number of your fans live.
Top Language: The language that the highest number of your fans have set as their default language.
Top Locations (first date in range): A chart showing the top locations of your fans, broken out by country, city,
or language. This chart shows the data at the beginning of the time range you are viewing, including the location,
the total number from that location, and what percentage that number makes up of total number of fans. Click the
text link to display the location type you want to view.
Gender/Age (first date in range): A chart showing the age and gender of your fans, based on the information
they have provided in their user profiles, broken out into age groups by gender. This chart shows the data at the
beginning of the time range you are viewing, including the age group, the total number of people in that group,
and the percent that makes up of the whole. There are two charts, one for first and another for the last date in
your date change. Displayed is the age group, the total number of people in that group, and the percent that
makes up of the whole. The chart for the last day in your chosen date range also shows you the percentage for
how those numbers have changed over the date range.
145
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 3
Listen & Analyze
Gender/Age (last date in range): A chart showing the age and gender of your fans, based on the information
they have provided in their user profiles, broken out into age groups by gender. This chart shows the data at
the end of the time range you are viewing, including the age group, the total number of people in that group, the
percent that makes up of the whole, and the percent the number changed over the selected time frame.
Engagement Overview
Engagement Overview Main Chart
•
Engagement: A list displaying how users are interacting with your page and its contents, which you can display
by stories, people talking about this, or consumptions. Use the text links to change what information is displayed.
•
Stories: The number of stories created about your page. Stories include:
•
•
•
•
•
•
•
•
•
•
Liking your page
Posting to your page's timeline
Liking
Commenting on, or sharing one of your page's posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Photo-tagging your page
Checking in at your place
Engaged Users: The average number of unique users who have created a story or clicked on content from your
page during the date range selected.
Note: We use the daily unique numbers to provide a custom date range, which means there may be some
overlap in the summary data for these metrics.
•
•
Consumptions: The number of times people clicked on any of your page's content without generating a story.
•
Negative Feedback: The number of times people performed a negative action on your page or its content (For
example, Unliked your page or hid a post), broken out by action type.
•
Top Engaged Users: A list of the 10 users who have posted to your wall and commented on your posts the most
in a 90 day period.
•
Referral Sources: A list of the external websites that have referred users to your page, listed from most to least.
Displayed are the first ten external sources. Click the View More link to display a complete list.
Engagement: Stories, People Talking About This, Consumptions: This list displays how users are interacting
with your page and its contents. The list is broken out by the type of engagement, ordered from highest to lowest.
Use Text links labeled stories, people talking about this, and consumptions are available. Clicking a text
link will refresh the list, displaying the data for that particular metric. The list shows you the total number for that
metric, plus the percentage it makes up of the total engagement.
Some notes on negative action types:
146
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 3
Listen & Analyze
Page unlikes only includes users who explicitly unliked your page.
Removed fans also includes users who are no longer fans of your page for other reasons, such as if the user’s
account is no longer active.
Engagement Locations
•
Engagement Map: A map showing you the top 20 countries and cities where the people engaging with your
page are located around the world.
•
•
•
•
Top Country: The country where the most people are talking about your page.
•
People Talking About This: Gender & Age: The gender and age segments of the people talking about your
page.
•
People Talking About This: Males by Age: The number of males who are talking about your page, broken out
by age groups.
•
People Talking About This: Females by Age: The number of females who are talking about your page, broken
out by age groups.
Top Language: The language that the most people talking about your page have set as their default language.
Top Gender/Age: The gender/age segment of the highest number of people talking about your page.
Locations/Languages: A breakdown of the countries and languages of your fans, which you can display by
country or language. The list will display the top 10 automatically, and you can view the entire list by clicking
Show the full list.
Visibility Impressions
•
•
•
Visibility Impressions Chart
•
Organic Impressions: The number of times your posts were seen in the Newsfeed, Ticker, or on visits to your
page. These may come from your fans or non-fans.
•
•
Viral Impressions: The number of impressions of a story about your page by a fan or non-fan.
Impressions: The total number of times content associated with your page was displayed on a browser.
Paid Impressions: The number of times content from a sponsored story or an ad pointing to your page was
displayed on a browser.
Impressions by Story Type: The total impressions of stories about your page published by a friend of a fan or
non-fan, broken out by story type.
Visibility Reach
•
•
Visiibility Reach Chart
Reach: The average number of unique users who saw content associated with your page during the date range
selected. This includes ads and sponsored stories that point to your page.
147
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Reach does not equal the sum of Organic, Viral, and Paid Reach because Facebook may count users in more
than one category.
•
Paid Reach: The total number of unique users who saw an ad or sponsored story pointed to your page during
the date range selected.
We use the daily unique numbers to provide a custom date range, which means there may be some overlap in
the summary data for these metrics. Also, total reach does not equal the sum of Organic, Viral, and Paid Reach
because Facebook may count users in more than one category.
•
Organic Reach: The total number of unique users who saw content about your page in the News Feed, ticker, or
on your page during the date range selected. This includes both fans and non-fans.
We use the daily unique numbers to provide a custom date range, which means there may be some overlap in
the summary data for these metrics. Also, total reach does not equal the sum of Organic, Viral, and Paid Reach
because Facebook may count users in more than one category.
•
Viral Reach: The total number of unique users who saw a story about your page published by a fan or non-fan
during the date range selected.
We use the daily unique numbers to provide a custom date range, which means there may be some overlap in
the summary data for these metrics. Also, total reach does not equal the sum of Organic, Viral, and Paid Reach
because Facebook may count users in more than one category.
•
Reach by Story Type: A list of the estimated number of people who saw a story about your page, broken out by
story type.
Visibility Reach Locations
•
•
Reach Locations
•
Most Reached Country: The country where the highest estimated number of people reached by your content
live.
•
•
Most Reached City: The country where the highest estimated number of people reached by your content live.
•
Most Reached Age/Gender: The age/gender of the highest estimated number of people reached by your
content.
•
Locations/Languages: A breakdown of location data (countries, cities, and languages) about the people your
content has reached, ordered from highest to lowest.
•
•
•
Gender & Age: The age and gender of the people your content has reached.
Reach Locations: A map shows you the top 20 countries and cities where the people you reached are located
around the world. You can also hover over points on the map to display the actual numbers for certain cities
around the world.
Most Reached Language: The language that the highest estimated number of people reached by your content
have set as their default language.
Males Reached by Age: The number of males that your content reached.
Females Reached by Age: The number of females that your content reached.
148
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Posts Overview
•
•
•
•
Posts: Overview Chart
Post Impressions: The number of impressions that came from all of your posts within the specified timeframe.
Posts: The number of posts made by your page within the specified timeframe.
Engagement Rate: The percentage of users who interacted with your post when they were exposed to it. This
is calculated by adding post likes, comments, shares, link clicks, video plays, photo views, and answers then
dividing by post reach. We don’t include other clicks in this metric.
Note: Facebook reports post data for up to 28 days, so there is a chance post engagement rate may
fluctuate up to 28 days after posting depending on the popularity of the post.
•
•
•
•
Likes: The number of likes on your posts.
•
Top Posts: A list showing you the ten top posts from the last 1000 made by your page. This is calculated by
adding the likes and comments on each post. The post with the largest sum is the top post. Displayed for each
post is: content type, text, timestamp, virality percentage, permalink, number of likes, and number of comments.
Comments: The number of comments on your posts.
Shares: The number of times your post was shared natively on Facebook.
Content From: A text chart and pie chart displaying the types of content in your Posts, broken out by content
type. The list shows you the content type, the total number for that content type, and the percentage it makes up
of the total content posted to the page.
All Posts
•
All the posts you have made to the selected Facebook page through Workflow & Automation Publish and natively
during the selected time range, along with some basic metrics about the post, including:
•
Engagement Rate: The percentage of people who interacted with your post when they were exposed to
it. This is calculated by adding the total page actions, then dividing by Reach.
•
Virality Rate: The number of people talking about this (unique people who created a story about this
post) divided by the unique impressions for the post (the number of people who have seen this post
[estimated]).
•
Total Actions: Any action that can be taken on the post, including likes, comments, shares, photo clicks,
workflow and automation clicks.
•
•
•
Likes: The number of times the post was liked.
Comments: The number of comments the post received.
Shares: The number of times the post was shared on Facebook.
149
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Post Insights
•
•
Post Insights Chart
•
•
Best Ratio: The ratio of posts to interaction that is the highest over the 90 day rolling period.
•
Time Posted Most Frequently: The time of day and day of the week when you are posting to your page the
most frequently.
•
Post Frequency by Hour: A distribution of how often you are posting to your page throughout the day over a 90
day period.
Best Performing Time: The time of day and day of the week when your posts are performing the best, based on
the ratio of posts to interaction over the 90 day rolling period.
Worst Performing Time: The time of day and day of the week when your posts are performing the worst, based
on the ratio of posts to interaction over a 90 day period.
Twitter Listen & Analyze: Overview
•
Followers: This module is a line graph that shows the total number of people who are following your brand on
Twitter, showing you how your follower growth is trending.
•
Tweet Insights: A scatter plot showing average posting and engagement to your tweets. The inner circle
represents the average number of tweets you have made on that day of the week/time of day. The outer circle
represents the amount of engagement those tweets have received.
•
Top Tweets: The ten tweets that had the most retweets from your last 30 days of tweets. Displayed is the text of
the tweet, the time and date it was posted, and the number of times it was retweeted.
Twitter Listen & Analyze: Engagement
•
Engagement: The number of actions about your Twitter stream, which includes mentions, retweets, and
workflow and automation clicks on each day.
•
Total Engagement: The number of actions about your Twitter stream, which includes mentions, retweets, and
workflow and automation clicks on each day.
•
Engagement Rate: The percentage of people who interacted with your Twitter stream when they were exposed
to it on each day. This is calculated by dividing the engagement number by the number of Twitter followers for
your stream.
•
Total Engagement Rate: The total percentage of people who interacted with your Twitter stream when they were
exposed to it within the time frame you're viewing. This is calculated by dividing the engagement number by the
number of Twitter followers for your stream.
•
•
Mentions: The number of times your brand's Twitter handle was mentioned in tweets on each day.
Total Mentions: The total number of times your brand's Twitter handle was mentioned in tweets within the time
frame you're viewing.
150
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Mention Rate: The percentage of people who mentioned your Twitter stream when they were exposed to it each
day. This is calculated by dividing the number of mentions by the number of Twitter followers for your stream.
•
Total Mention Rate: The total number of times your brand's Twitter handle was mentioned in tweets within the
time frame you're viewing.
•
Workflow & Automation Clicks: The number of times users clicked the publish-generated short links in your
tweets on each day.
•
Total Workflow & Automation Clicks: The total number of times users clicked the publish-genereated short
links in your tweets within the time frame you're viewing.
•
Workflow & Automation Click Rate: The percentage of people who clicked the publish-generated short links
in your tweets when they were exposed to it each day. This is calculated by dividing the number of workflow and
automation clicks by the number of Twitter followers for your stream.
•
Total Workflow & Automation Click Rate: The total percentage of people who clicked the publish-generated
short links in your tweets when they were exposed to it within the time frame you're viewing. This is calculated by
dividing the number of workflow and automation clicks by the number of Twitter followers for your stream.
Google + Dashboard
•
•
•
Follower Growth: The growth of your followers over time.
•
•
Top Posts: The top posts that have the most engagement and number of +1s, replies, and reshares for the post.
Engagement Insights: The actions that have been taken on your Google+ page by date and time.
Post Insights: A scatter plot showing average posting and engagement to your Google+ page. The inner circle
represents the average number of posts you have made on that day of the week/time of day. The outer circle
represents the amount of engagement those posts have received.
Top Circles: The top circles that have gotten the most activity, ordered by the number of followers the circle has.
You Tube
•
•
•
•
•
•
•
•
•
•
Views: The number of times that a video on your channel was viewed.
Unique Views: The number of unique viewers that watched the videos on your channel.
Comments: The number of comments users have made on the videos on your channel.
Likes: The number of people who have clicked Like" on the videos on your channel.
Dislikes: The number of people who have clicked Dislike on the videos on your channel.
Shares: The number of times users have shared the videos on your channel.
Viewers by Country: A breakdown of the countries where your viewers live.
Subscribers Gained: The number of times that users subscribed to your channel.
Subscribers Gained: The number of times that users subscribed to your channel.
Subscribers Lost: The number of times that users unsubscribed from your channel.
151
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
•
Average View Duration: The average length, in seconds, of video playbacks on your channel.
•
Annotation Close Rate: The ratio of annotations that viewers closed to the total number of annotation
impressions.
•
Average View Percentage: The average percentage of a video watched during a video playback on your
channel.
Estimated Minutes Watched: The number of minutes that users watched videos on your channel.
Annotation Click Through Rate: The ratio of annotations that viewers clicked to the total number of clickable
annotation impressions.
The Views & Modules Tab
Account Overview
•
•
•
Fan Growth: The total number of users who have liked your Facebook page(s) each day. This number is
cumulative over time.
Page Views: The number of fans and non-fans who have viewed your Page(s) or those Page(s') posts over the
date range.
•
User Engagement: A combination of all the actions that have been taken on your views over the date range.
Actions are anything that occurs in a module; for example, voting in a poll on a polls module, or printing a coupon
from a Coupons module.
•
View Performance: Page Views: The number of visits the view has gotten, and the percentage those numbers
have changed within the specified timeframe.
•
View Performance: Actions: The number of actions that have been taken on your view, and the percentage this
has changed within the specified timeframe.
•
Module Performance: Views: The number of visits the module type has gotten, and the percentage those
numbers have changed in the time period you are viewing.
•
Module Performance: Actions: The number of actions that have been taken on your module, and the
percentage this has changed in the time period you are viewing.
Views
•
Page Views: The number of users who have landed on that view's Facebook tab. This number is not unique multiple visits by the same user will count in this number.
•
•
New fans: The number of new fans the view's Facebook page has gained.
All Actions: The numbers for all the actions performed on the view.
152
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Modules
•
Module Views: The number of times a module has been viewed by a user. This number is not unique - multiple
visits by the same user will count in this number.
•
All Actions: The numbers for all the actions performed on all modules on your account.
Related Topics
•
•
•
The Resources Tab: Intro
Listen & Analyze Table of Contents
SRM Knowledge Base Home Page
Complete Metrics Definitions for Custom Analytics
See the following for a complete list of all the metrics that are available in Custom Analytics.
The following is a list of topics available in Custom Analytics for each social media network:
•
•
•
•
•
•
•
•
•
Metrics for Facebook
Metrics for Google+
Metrics for Twitter
Metrics for YouTube
Metrics for LinkedIn
Metrics for Tumblr
Metrics for Instagram
Metrics for Engage
Metrics for WeChat
Metrics for Facebook
The following are metrics used for Facebook.
•
•
•
•
•
Total Fans - The total number of people who have liked your page.
Fans Added - The number of new people who have liked your page.
Unique Fans Added - The number of unique new people who have liked your page.
Fans Removed - The number of people who have unliked your page.
Unique Fans Removed - The number of unique people who have unliked your page.
153
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
•
Fans by Age and Gender - The number of your fans, broken out by age groups.
•
•
•
•
Fans by Country - A breakdown of the countries where your fans live.
•
Negative Feedback - The number of times people performed a negative action on your page or its content (For
example, unliked your page or hid a post), broken out by action type.
•
Stories - The number of stories created about your page. Stories include:
Female fans by Age - The number of your female fans, broken out by age groups.
Fan Sources - A breakdown of the number of page likes from the most common places where people liked your
page.
Fans by City - A breakdown of the cities where your fans live.
Fans by Language - A breakdown of the languages your fans speak.
External Referrers - The number of times people arrived on your page from a URL that is not part of
Facebook.com.
•
•
•
•
•
•
•
•
•
•
Posting to your page's timeline
Liking
Commenting on, or sharing one of your page's posts
Answering a question you posted
RSVPing to one of your events
Mentioning your page
Photo-tagging your page
Check-Ing in at your place
Stories by Type - A breakdown of the types of stories generated by users on your page. A story is created when
someone:
•
•
•
•
•
•
•
•
•
•
Liking your page
Likes your page
Posts to your page's timeline
Likes
Comments on, or shares one of your page posts
Answers a question you posted
Responds to your event
Mentions your page
Tags your page in a photo
Checks in at your location or recommends your location
Consumptions - A breakdown of the types of actions people took on your posts without generating a story.
154
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Page Engaged Users - The number of unique users who have created a story or clicked on content from your
page.
•
Page Consumptions - The number of times people clicked on any of your page's content without generating a
story.
•
People Talking About This by Story Type - The number of people engaging with your page stories, broken out
by story type. A story is created when someone:
•
•
•
•
•
•
•
•
•
Likes your page
Posts to your page's timeline
Likes
Comments on, or shares one of your page posts
Answers a question you posted
Responds to your event
Mentions your page
Tags your page in a photo
Checks in at your location or recommends your location
•
•
People Talking About This by City - The number of people engaging with your page stories, broken out by city.
•
People Talking About This by Language - The number of people engaging with your page stories, broken out
by language.
•
People Talking About This by Age/Gender - The number of people engaging with your page stories, broken
out by age and gender.
•
People Talking About This: Females by Age - The number of males who are talking about your page, broken
out by age groups.
•
People Talking About This: Males by Age - The number of males who are talking about your page, broken out
by age groups.
•
Impressions - The total number of times content associated with your page has been displayed on a browser.
People Talking About This by Country - The number of people engaging with your page stories, broken out by
country.
Note: Impressions does not equal the sum of Organic, Viral, and Paid Reach because Facebook may
count users in more than one category.
•
Paid Impressions - The number of times content from a sponsored story or ad pointing to your page was
displayed on a browser.
•
Organic Impressions - The number of times your posts were seen in the Newsfeed, Ticker, or on visits to your
page. These may come from your fans or non-fans.
•
•
Viral Impressions - The number of impressions of any stories about your page by a fan or non-fan.
Viral Impressions by Story Type - The number of impressions of any stories about your page by a fan or nonfan, broken out by story type. A story is created when someone:
•
Likes your page
155
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
•
•
•
•
Chapter 3
Listen & Analyze
Posts to your page's timeline
Likes
Comments on, or shares one of your page posts
Answers a question you posted
Responds to your event
Mentions your page
Tags your page in a photo
Checks in at your location or recommends your location
Reach - The average number of unique users who saw content associated with your page. This includes ads and
sponsored stories that point to your page.
Note: Reach does not equal the sum of Organic, Viral, and Paid Reach because Facebook may count
users in more than one category.
•
•
Paid Reach - The total number of unique users who saw an ad or sponsored story that point to your page.
•
•
Viral Reach - The total number of unique users who saw a story about your page published by a fan or non-fan.
•
Reach by Country - The average number of unique users who saw content associated with your page, including
ads and sponsored stories that point to your page, broken out by country.
•
Reach by City - The average number of unique users who saw content associated with your page, including ads
and sponsored stories that point to your page, broken out by city.
•
Reach by Language - The average number of unique users who saw content associated with your page,
including ads and sponsored stories that point to your page, broken out by language.
•
Reach by Age/Gender - The average number of unique users who saw content associated with your page,
including ads and sponsored stories that point to your page, broken out by age and gender.
•
Male Reach by Age - The average number of unique male users who saw content associated with your page,
including ads and sponsored stories that point to your page, broken out by language.
•
Female Reach by Age - The average number of unique female users who saw content associated with your
page, including ads and sponsored stories that point to your page, broken out by language.
•
•
•
Post Impressions - The total number of times a page post has been displayed on a browser.
Organic Reach - The total number of unique users who saw content about your page in the News Feed, Ticker,
or on your page. This includes fans and non-fans.
Viral Reach by Story Type - The total number of unique users who saw a story about your page published by a
fan or non-fan, broken out by story type. A story is created when someone likes your page; posts to your page’s
timeline; likes, comments on, or shares one of your page posts; answers a question you posted; responds to your
event; mentions your page; tags your page in a photo; checks in at your location; or recommends your location.
Posts by Hour of Day - A distribution of how often you are posting to your page throughout the day.
Post Insights - A scatter plot displaying when you have posted to your page and the number of actions taken on
that content. The white center circle represents the number of posts made on a certain day of the week and time
of day. The dark outer circle represents the total number of actions taken on those posts.
156
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
•
•
•
•
•
•
•
•
Post Actions by Type - The number of actions taken on the post, broken out by type.
•
Page Impressions Viral Frequency Distribution - The number of people your page reached from a story
published by a friend, broken down by how many times people saw stories about your page.
•
Page Positive Feedback by Type Unique - The number of people who took a positive action, broken down by
type.
•
Page Fans Online - The number of your fans who saw any posts on Facebook on a given day, broken down by
hour of day (in PST).
•
•
•
Page Fans Online Per Day - The number of your fans who saw any posts on Facebook on a given day.
•
Page Video Views Organic - The total number of times a video on a page has been viewed by organic reach for
more than 3 seconds.
•
Page Video Views Autoplayed - The total number of times an autoplayed video on a page has been viewed for
more than 3 seconds.
•
Page Video Views Click to Play - The total number of times a video on a page has been viewed by a user
clicking on the play button, for more than 3 seconds.
•
Page Video Views Unique - The total number of times a video on a page has been played a unique user for
more than 3 seconds.
•
Page Video Repeat Views - The total number of times that users replay a video on a page for more than 3
seconds.
•
•
•
•
•
Daily Post “like” Reactions - The number of like Reactions on your posts for the specific day.
Daily Post “Love” Reactions - The number of Love Reactions on your posts for the specific day.
Daily Post “Wow” Reactions - The number of Wow Reactions on your posts for the specific day.
Daily Post “Haha” Reactions - The number of Haha Reactions on your posts for the specific day.
Daily Post “Sad” Reactions - The number of Sad Reactions on your posts for the specific day.
Daily Post “Angry” Reactions - The number of Angry Reactions on your posts for the specific day.
Post Shares - The number of times your page's posts were shared natively on Facebook.
Total Actions - The number of total actions taken on your page's posts.
Page Impressions Frequency Distribution - The number of people your page reached, broken down by how
many times people saw content about your page.
Page Video Views - The total number of times a video on a page has been viewed for more than 3 seconds.
Page Video Views Paid - The total number of times a promoted video on a page has been viewed for more than
3 seconds.
Page Places Check-In Total - The number of times people checked into a place.
Page Places Check-In Total Unique - The number of people who checked into a place.
Page Places Check-In Mobile - The number of times people checked into a place using mobile phones.
Page Places Check-In Mobile Unique - The number of people who checked into a place using mobile phones.
157
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
•
•
Page Places Check-Ins by Age Gender - The gender and age of people who checked in at a place.
•
•
Page Views Logged in Unique - The number of people logged into Facebook who have viewed the page profile.
•
Page Views by Site logged in Unique - The number of people logged into Facebook who have viewed a page
profile, broken down by the type of device.
•
Page Views by Age Gender Logged in Unique - The number of people logged into Facebook who have viewed
a page profile, broken down by gender group.
•
Page Video Views 10s Repeat - The number of times a page’s videos were replayed for at least 10 seconds, or
for nearly its total length, whichever happened first.
•
Page Video Views 10s Unique - The number of times a page's videos were watched for an aggregate of at least
10 seconds, or for nearly its total length, whichever happened first, broken down by unique users.
•
Page Video Views 10s Click to Play - The number of times a page's videos were started by clicking the play
button and watched for at least a total of 10 seconds, or for nearly their total length, whichever happened first.
•
Page Video Views 10s Autoplayed - The number of times a page's videos were started automatically and
watched for at least a total of 10 seconds, or for nearly their total length, whichever happened first.
•
Page Video Views 10s Organic - The number of times a page's videos were watched without any paid
distribution for at least a total of 10 seconds, or for nearly their total length, whichever happened first.
•
Page Video Views 10s Paid - The number of times a page's videos with paid activity were watched for at least a
total of 10 seconds, or for nearly their total length, whichever happened first.
•
Page Video Views 10s - The number of times a page's videos were watched for an aggregate of at least 10
seconds, or for nearly its total length, whichever happened first.
•
Page Video Complete Views 30s - The total number of times a page's videos have been viewed for more than
30 seconds.
•
Page Video Complete Views 30s Paid - The total number of times a page's promoted videos have been viewed
to the end, or for more than 30 seconds.
•
Page Video Complete Views 30s Organic - The total number of times a page's videos have been viewed to the
end, or viewed for more than 30 seconds by organic reach.
•
Page Video Complete Views 30s Autoplayed - The total number of times a page's autoplayed videos have
been viewed to the end, or viewed for more than 30 seconds.
•
Page Video Complete Views 30s Click to Play - The total number of times a page's videos have been viewed
to the end, or viewed after the user clicks on play for more than 30 seconds.
•
Page Video Complete Views 30s Unique - The total number of times page's videos have been played for
unique people to the end, or viewed for more than 30 seconds.
Page Places Check-Ins by Locale - The top locales of people who checked into a place.
Page Places Check-Ins by Country - The top countries of people who checked into a place.
Page Views Logged in Total - The number of times a page’s profile has been viewed by people logged into
Facebook.
Page Views by Internal Referer Logged in Unique - The number of people logged into Facebook who have
viewed your Page, broken down by the internal referer within Facebook.
158
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Page Video Complete Views 30s Repeat Views - The total number of times that people replay a page's videos
to the end, or for more than 30 seconds.
•
Page Views by Age Gender Logged in Unique - The number of people logged into Facebook who have viewed
page profile, broken down by gender group.
•
Page CTA Clicks Logged in Total - The total number of clicks on a page CTA button by people who are logged
into Facebook.
•
Page CTA Clicks Logged in Unique - The unique number of clicks on a page CTA button by people who are
logged into Facebook.
•
Page CTA Clicks by Site Logged in Unique - The number of unique people who are logged into Facebook and
clicked on the CTA button, broken down by www, mobile, api or other.
•
Page CTA Clicks by Age Gender Logged in Unique - The number of unique people who are logged into
Facebook and clicked the Page CTA button, broken down by age and gender group.
•
Page Video View Time - The total time, in millisecond, that people spent watching videos on your page.
Some notes on negative action types
•
•
Page unlikes only includes users who explicitly unliked your page.
Removed fans also includes users who are no longer fans of your page for other reasons, like if the user’s
account is no longer active.
Metrics for Google +
The following are metrics used for Google +.
•
•
•
•
•
•
•
•
•
Follower Count - The number of people who have followed your page.
Circle Follower Count - The number of people who follow your page's circles.
Total +1s - The total number of +1s for your page's posts.
+1s - The number of +1s for your page's posts on a specific day.
Total Reshares - The total number of reshares for your page's posts.
Reshares - The number of reshares for your page's posts on a specific day.
Total Replies - The total number of replies on your page's posts.
Replies - The number of replies on your page's posts on a specific day.
Post Insights - A scatter plot displaying when you have posted to your page and the number of actions taken on
that content. The white center circle represents the number of posts made on a certain day of the week and time
of day. The dark outer circle represents the total number of actions taken on those posts.
159
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
Metrics for Twitter
The following are metrics used for Twitter.
•
SRM Clicks - The number of times users clicked the publish-generated short links in your brand's tweets on a
specific day.
•
Tweet Insights - A scatter plot displaying when you have tweeted to your brand's Twitter stream and the number
of actions taken on that content. The white center circle represents the number of tweets made on a certain day
of the week and time of day. The dark outer circle represents the total number of actions taken on those tweets.
•
•
Followers - The number of followers on your Twitter stream.
•
Retweets of My Tweets - The number of times you brand’s tweets, not including anything your brand retweets,
were retweeted on a specific day.
•
Mentions - The number of times your brand's Twitter handle was mentioned in tweets that are not a reply on a
specific day.
•
•
Replies - The number of times your brand's Twitter handle was mentioned in a reply on a specific day.
•
•
•
•
Favorites - The number of times your brand's tweets were favorited on a specific day.
All Retweets - The number of times your brand’s tweets, including anything your brand retweets, were retweeted
on a specific day.
Engagement - The number of actions on and about your brand's Twitter stream, which includes mentions,
retweets, and SRM clicks, on a specific day.
Unfollows - The net number of users who unfollowed your brand's Twitter stream on a specific day.
New Followers - The net number of users who followed your brand's Twitter stream on a specific day.
Tweet Count - The number of times your brand tweeted on a specific day.
Metrics for YouTube
The following are metrics used for YouTube.
•
•
•
•
•
•
•
•
•
•
Views - The number of times that a video on your channel was viewed.
Unique Views - The number of unique viewers that watched the videos on your channel.
Comments - The number of comments users have made on the videos on your channel.
Likes - The number of people who have clicked Like on the videos on your channel.
Dislikes - The number of people who have clicked Dislike on the videos on your channel.
Shares - The number of times users have shared the videos on your channel.
Viewers by Country - A breakdown of the countries where your viewers live.
Subscribers Gained - The number of times that users subscribed to your channel.
Subscribers Lost - The number of times that users unsubscribed from your channel.
Average View Duration - The average length, in seconds, of video playbacks on your channel.
160
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
Estimated Minutes Watched - The number of minutes that users watched videos on your channel.
•
Annotation Close Rate - The ratio of annotations that viewers closed to the total number of annotation
impressions.
•
Average View Percentage - The average percentage of a video watched during a video playback on your
channel.
•
Videos Added To Playlists - The number of times that videos on your channel were added to any Youtube
playlists.
•
Videos Removed From Playlists - The number of times that videos on your channel were removed from any
Youtube playlists.
•
•
Annotations Shown - The number of annotations on your videos that were shown to viewers.
•
•
Annotation Clicks - The number of annotations in your videos that were clicked.
•
Annotation Closes - The number of annotations in your videos that were closed.
Annotation Click Through Rate - The ratio of annotations that viewers clicked to the total number of clickable
annotation impressions.
Clickable Annotations Shown - The number of annotations in your videos that were shown to viewers and
could be clicked.
Closable Annotations Shown - The number of annotations on your videos that were shown to viewers and
could be closed.
Metrics for LinkedIn
The following are metrics used for LinkedIn.
•
•
•
•
•
•
•
•
•
•
Total Followers - The total number of LinkedIn members who are following your company page.
•
Impressions - The number of times each update was shown to LinkedIn members.
Followers - The daily change in members that are following your company page.
Total Organic Followers - Total followers you gained naturally, without advertising.
Organic Followers - The daily change in followers you gained naturally, without advertising.
Total Paid Followers - Total followers gained through advertising.
Paid Followers - The daily change in followers gained through advertising.
Likes - The total number of likes on your posted content for each day.
Shares - The total number of shares on your posted content for each day.
Comments - The total number of comments on your posted content for each day.
LinkedIn Clicks - The number of clicks on your content, company name, or logo for each day. This doesn't
include interactions (shares, likes, and comments).
161
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Engagement - The percentage of people who interacted with your LinkedIn posts when they were exposed
to them. This is calculated by adding the clicks, likes, comments, and shares and dividing by the number of
impressions.
•
SRM Short Link Clicks - The number of clicks on included SRM Short Links.
Metrics for Tumblr
The following are metrics used for Tumblr.
•
•
•
•
•
•
Total Follower Count - The total number of users that are following your Tumblr account.
Likes - The total number of likes on your posted content for each day.
Reblogs - The total number of reblogs of your posted content for each day.
Notes - The total number of notes (includes likes and reblogs) on your posted content for each day.
SRM Short Link Clicks - The number of clicks on included SRM Short Links.
Engagement Rate - The percentage of people who interacted with your Tumblr posts when they were exposed
to them. This is calculated by taking the notes and dividing by the number of followers your account has on day of
the post.
Metrics for Instagram
The following are metrics used for Instagram.
•
•
•
•
Total Follower Count - The total number of users that are following your Instagram account.
Post likes - The total number of likes on your posted content for each day.
Post Comments - The total number of comments on your posted content for each day.
Post Count - The number of posts made by your Instagram account for each day.
Metrics for Engage
The following are metrics used for Engage.
Channel and User Networks
•
•
•
•
Read Messages - The number of messages marked read in Engage during the specified time period.
Responded Messages - The number of message replies in Engage during the specified time period.
Hidden Messages - The number of messages hidden in Engage during the specified time period.
Deleted Messages - The number of messages deleted in Engage during the specified time period.
162
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
Archived Messages - The number of messages archived in Engage during the specified time period.
•
Minimum Time to Read - The shortest time, in seconds, taken to mark a message as read in Engage during the
specified time period. The start time is based on when the post appeared on the social network.
•
Maximum Time to Read - The longest time, in seconds, taken to mark a message as read in Engage during the
specified time period. The start time is based on when the post appeared on the social network. This excludes
any messages that were not marked as read.
•
Average Time to Respond - The average time, in seconds, before messages were marked as replied to in
Engage during the specified time period. The start time is based on when the post appeared on the social
network.
•
Minimum Time to Respond - The shortest time, in seconds, taken to reply to a message in Engage during the
specified time period. The start time is based on when the post appeared on the social network.
•
Maximum Time to Respond - The longest time, in seconds, taken to reply to a message in Engage during the
specified time period. The start time is based on when the post appeared on the social network. This excludes
any messages that were not replied to.
Average Time to Read - The average time, in seconds, before messages were marked as read in Engage during
the specified time period. The start time is based on when the post appeared on the social network.
Channel Only Metrics
•
•
Received Messages - The number of messages received in Engage during the specified time period.
•
Percentage of Read Messages - The hourly percentage of read messages during the specified time period.
The percentage for each hour is calculated as follows: Read Messages / Received Messages. The KPI module
averages those hourly percentages across the selected time period.
•
Percentage of Unread Messages - The hourly percentage of unread messages during the specified time period.
The percentage for each hour is calculated as follows: Unread Messages / Received Messages. The KPI module
averages those hourly percentages across the selected time period.
•
Messages Not Responded To - A calculation of messages without a response for the time period. The
calculation is Received Messages - Replies.
•
Responded Message Percentage - The hourly percentage of messages responded to during the specified time
period. The percentage for each hour is calculated as follows: Replies / Received Messages. The KPI module
averages those hourly percentages across the selected time period.
•
Unresponded Message Percentage - The hourly percentage of messages not responded to during the specified
time period. The percentage for each hour is calculated as follows: Messages Not Responded To / Received
Messages. The KPI module averages those hourly percentages across the selected time period.
•
•
Assigned Messages - The number of messages assigned during the specified time period.
Unread Messages - A calculation of unread messages for the time period. The calculation is Received
Messages - Read Messages + Number of Messages Marked Unread.
Unassigned Messages - A calculation of unassigned messages for the time period. The calculation is Messages
Received - Messages Assigned + Number of Messages Marked Unassigned.
163
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
Assigned Message Percentage - The hourly percentage of assigned messages during the specified time period.
The percentage for each hour is calculated as follows: Assigned Messages / Received Messages. The KPI
module averages those hourly percentages across the selected time period.
•
Unassigned Message Percentage - The hourly percentage of unassigned messages during the specified time
period. The percentage for each hour is calculated as follows: Unassigned Messages / Received Messages. The
KPI module averages those hourly percentages across the selected time period.
User Only Metrics
•
•
Unread Messages - The number of messages marked as unread during the specified time period.
•
Assignments Received - The number of assignments received by this user from other users during the specified
time period.
•
Assignments Completed - The number of assignments marked completed by this user during the specified time
period.
•
Assignments Completed Percentage - The hourly percentage of assignments completed during the specified
time period. The percentage for each hour is calculated as follows: Received / Completed. The KPI module
averages those hourly percentages across the selected time period.
Assignments Given - The number of assignments given by this user to other users during the specified time
period.
Metrics for WeChat
The following are metrics used for WeChat.
•
•
•
•
•
•
•
•
•
•
•
•
•
Page/Account Level Metrics in Custom Analytics
Total followers (line chart)
Followers Removed per day line chart, KPI (cancel_user all sources aggregated)
New Followers by Source pie chart, bar chart, and table (new_user by source) (only has line chart)
Followers Changes (line chart)
Count of Followers Sending Direct Messages (line chart)
Direct Messages Received (line chart)
Fan Impressions per day line chart, KPI (int_page_read_user)
Impressions per day line chart, KPI (int_page_read_count)
Fan Detail Impressions per day line chart, KPI (ori_page_read_user)
Detail Impressions per day line chart, KPI (ori_page_read_count)
Fan Shares per day line chart, KPI (share_user)
Shares per day line chart, KPI (share_count)
164
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 3
Listen & Analyze
•
•
•
•
•
•
Fan Favorites per day line chart, KPI (add_to_fav_user)
•
Direct Messages Received by Message type pie chart, bar chart, table (msg_count by msg_type)
Favorites per day line chart, KPI (add_to_fav_count)
New Followers by Source (pie chart, bar chart, table)
Impressions Shared Scene (pie chart, bar chart, table)
Impressions Read Source (pie chart, bar chart, table)
Count of Followers Sending Direct Messages By Message Type pie chart, bar chart, table (msg_user by
msg_type)
165
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
4
Publish
Publish
Introduction to Publish
Welcome to Publish. This topic will give you an overview of Publish's capabilities and tell you how to learn more about
each individual area and feature of the program.
What is Publish?
Publish is a powerful tool that allows you to schedule and manage the posts you create on your social networks. Publish's
user-friendly interface makes it easy to create in-depth interaction with fans of your page or stream. Publish has several
features that take basic posting to a new level.
•
Managing multiple streams: You can easily manage multiple social network accounts with Publish, or even
broadcast a single message to multiple streams at once.
•
Post scheduling: You can plan out your publication schedule, precisely timing when your posts go live so you
can coordinate activities around them. You can also use our Calendar tool to line up a lot of posts in advance so
you don't have to spend all day managing your social media communication.
•
Multi-language capabilities: Publish's database lets you post to your social networks in multiple languages and
character sets.
Throughout these topics, you will learn about the interface itself, and the tools you will use to help create and schedule
your posts.
Basic Terminology
Let's go over some terminology that you will see throughout these topics. Many of these names or phrases are specific to
Publish, so it is important to know what they refer to.
•
•
•
Publish — An application that lets you create and publish dynamic content to your social networks.
Facebook Page — Your brand or organization's home on Facebook.
Stream — Your Facebook pages and Twitter accounts are streams of content. Therefore the connection between
Publish and your Facebook pages and Twitter accounts is called a stream.
166
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
The Admin Tab
From the Admin tab, you can control your preferences for actions when creating a post, your circles for Google+, tags for
your posts, creating tracking URLs, and open graph objects.
The Admin tab will only appear to users whose role is marked as Team, Bundle, or Account Administrator. If you are not
an admin, you can skip to Create a Post.
The Preferences Tab
On this page, you can set certain preferences for your entire account.
These preferences will affect every user on your account. If you select the boxes on this page, when a user on your
account goes to the Create a Post page, those same boxes will be selected by default. If you leave these boxes cleared,
when a user on your account goes to the Create a Post page, those same boxes will be cleared by default.
These preferences are:
•
•
Include URL in posts: If you are adding a link to a post, you can have that URL appear in your post.
Publish photos to a Facebook album: Selecting this box will publish this image to a photo album on your
Facebook page. The image will display as a large photo in your post when you choose this option.
Note: By default, the photo will be published to your Wall album on
Facebook. If you don't have a Wall
album, Publish will create an album for you, named after
your publishing app.
•
Post Name is Required: When this box is selected, users will be required to give their post a name before it can
be published, saved as a draft, or scheduled. But unchecking it allows posts to be published/saved/scheduled
without a post name.
Note: This box will be
selected by default.
The Circles Tab
On this page, you can manage your Google+ circles, including adding folks to existing circles and creating new ones.
Editing or Deleting a Circle
All your existing circles are listed on this page. To change the circle's name or delete it, click on the gear icon and select
Edit or Delete.
Adding or Removing People in a Circle
Click on the circle you want to edit. All the users in that circle will appear. Select the box next to the user you want to add
or remove, then click the Action drop-down menu and select or Remove from Circle.
167
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Clicking Add to Circle opens a modal window where you can select the circle you want to add the user to. Click Add to
add the user to that circle.
Clicking Remove from Circle opens a window asking you to confirm if you want to remove them. Click Remove to confirm.
The Tags Tab
On this page, you can create tags for your account.
Tags are words and phrases that you can apply to posts, allowing you to organize and track your posts to your different
social properties. The tags you create on this page will appear in a drop-down menu in the Tagging area of the Create a
Post page, where any user can add them to a post, and the tags you select for a post will appear on the Post Grid.
Note: Tags are bundle-specific, so if you want folks on multiple bundles to use the same tags,
them in each bundle individually.
you'll need to add
Tag Types
You can create SRM or CRM tags. SRM tags are created here in the SRM and only work in the SRM platform. CRM tags
are created and imported into SRM from a CRM system, such as Siebel, CRMOD, or Eloqua. We'll go through both of
those here.
To create a SRM tag:
Type the word or phrase you want as a tag into the text field, then click Add Tag. The tag will then appear in the list below
the field. These tags will then appear in the drop down menu on the Create a Post page.
To import CRM tags:
1. Choose the CRM system you want to import tags from from the drop-down.
2. In the box next to the drop-down, enter your login credentials for the CRM system and click Login.
3. The tags you have created in that system will appear in box below.
The CRM tags will now appear in the drop down menu on the Create a Post page, available for you and other users on
your account.
Note:
For Eloqua Users: When you add new tags to Eloqua, the next time you come back to SRM,
must refresh your login on the admin page to add the new tags to your list in Publish.
you
Eloqua/SRM Integration
For more information on the Eloqua/SRM integration, please see the additional documentation located here.
168
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
The Tracking Tab
The Tracking tab is where you set up Dynamic Link Tracking, which allows you to easily create URLs within their posts
that 3rd party analytics systems can use to track the effectiveness of your marketing campaigns.
For complete information on Dynamic Link Tracking and how to use it in the SRM platform, please see Dynamic Link
Tracking.
The Open Graph Object Tab
Open Graph Objects are Facebook Like buttons that you can put on any website to represent real-world items.
When a user clicks one of these Open Graph Objects on your site, that action will appear in their feed and you can push
content to those users in the future.
You can create and moderate your own Open Graph Objects on this tab.
To create an Open Graph Object:
1. Sign in to Publish and click the Admin tab.
2. Click the Open Graph Objects tab.
3. Click the Add Open Graph Object button.
4. Fill out all the fields on the form.
Note: If you aren't sure what an item is, click the
What's This link next to the item and a short
explanation of what the
item is and where you can find that information will be displayed.
5. When you have finished filling out the form, click Create Open Graph Object.
You will be taken to the Existing Open Graph Objects page and your new Open Graph Object will be listed.
To activate an Open Graph Object:
Important: Before your Open Graph Object is added to your page, you need to activate
Like on the Existing Open Graph
Objects page.
it. Do this by clicking
The text next to Like will change to You like this. Your Like button is now ready to place on your website.
To edit an Open Graph Object and find the frame code:
1. Click the Open Graph Objects tab in the Admin section.
2. Click on the OGO you want to edit.
3. You will be taken to the edit page for the Open Graph Object. The page has the same fields you filled out
previously to create the Open Graph Object. The page includes the details of your object and the iFrame
code you will need to place the Like button on your website.
4. Make any changes you want, then click the Update Open Graph Object button.
169
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Create a Post
With Publish you can create and publish posts to all your social networks.
You can quickly post to Facebook fans, Twitter followers, Google+ circle members, Tumblr followers, LinkedIn
connections, and Weibo. Your posts can include text, external links, photos, videos, and more.
The Create a Post page has two columns you will use to build your post. As you put the elements of your post together, a
live preview of the post appears.
Steps
1. From the Posts tab, click the feather icon to be taken to the Create a Post page.
2. Enter a name for your post. This will help you find your post in the Post Grid or in Analytics later.
As you type, other post names that you or others on your account have entered will popup, so you can
keep names consistent for a campaign or specific client.
Note: Admins can make the post name optional by clearing the Post Name is Required option
on the Preferences tab in the Admin section of Publish.
3. Find and select the streams you want to publish to. For more information, refer to Select Your Streams.
4. Create your content in the main text field.
a. If you want to post to both Facebook and Twitter, but your message is over 140 characters,
click on the text in the Twitter preview.
It will change to an edit field, so you can edit your message down to 140 characters.
As you type, you will see the message appears in the Preview section, so you can determine exactly
how your message will look on each social network. You will also see how many characters you have
left for Twitter posts.
5. To create content for a Tumblr post, see Create Content for a Tumblr Post.
6. To tag Facebook pages and Twitter accounts using an At (@) mention:
a. On your post, type the @ symbol and the first three letters of the Page name or Twitter
account.
A list of Pages will appear.
b. Select the Page you want to tag for Facebook, or the handle for Twitter.
7. To insert emojis in a Facebook, Twitter or Google+ post, see Add Emojis
8. Optionally, click the icon for the stream type to display the extras that can be selected.
After your post is created and set up, you still have more options, depending on which type of stream
you are posting to.
Select Your Streams
When you create a post, you choose which stream(s) you want to publish the post to.
Default streams will be automatically selected for publishing for every post you create. You can make a stream a default
stream on the edit page for that stream in Workflow & Automation. For more information, see The Resources Tab: Social
Properties.
170
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Note: Facebook has a Twitter application that will automatically post on Twitter
whenever you post
to your Facebook wall. However, this conflicts with posts made
through the Facebook API. If the
Twitter application is active on your Facebook
page, and you use Publish to post the same content to a
Facebook Page and the
Twitter account it is linked to, that post will fail to appear on Facebook.
Steps
In the Create a Post page, click on the streams you want to publish to.
a. If the stream you want to publish to isn't displayed, click the arrow in the top right corner.
A list of all your streams will appear.
b. Optionally, filter the stream list.
•
Type the name of the stream you want into the Search field. The list will change to
display only streams with that name. Or,
•
Select the social network you want to see, such as Facebook, Twitter, Google+,
LinkedIn, or Weibo. Only streams from that network will display in the list.
Four of your streams will appear automatically, including any streams you have set as a default.
If the stream you want to publish to needs to be reauthorized, it will be greyed out and you won't be able
to publish to it.
The streams you select will turn blue. A preview for that network will appear on the right side of the
screen. It will show you how many streams you are publishing to for each social network.
Create Content for a Tumblr Post
You can create post content specifically for Tumblr.
When you select a Tumblr stream to create a post, the stream appears in the Social Network Previews section. This is
where you will create your Tumblr content, since Tumblr has several unique options for its posts.
Steps
1. From the Create a Post page, select the Tumblr stream.
For more information, refer to Select Your Streams.
It is displayed in the Social Network Previews section.
2. Select the type of post you want to create.
You can select from text, image, quote, link, chat, audio, or video. Note: For image posts, you can only
use a single image.
3. Enter the content for the post type you have chosen.
The options in the content box will change depending on the type of post you select. The same options
appear for each post type in native Tumblr.
Note: If you select photo, audio, or video, you will still select and add the media through the
media section in the main Create Your Content section. You will also add your link for link posts
in that section.
4. Enter tags for the post.
171
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
The tags you enter in the Tumblr area are only for Tumblr. Regular SRM or CRM tags must be entered
in the regular tags section of the Create Your Content section.
Result
Once you have finished entering your content for your Tumblr post, you can continue setting your
other options in the main section of the Create a Post page.
Add Emojis
If you are using Facebook, Twitter or Google+, you can add emojis to your posts. There are different ways of adding
emojis to posts.
Steps
1. From the Create a Post page, click into the CREATE YOUR CONTENT field.
2. Insert an emoji using one of the following methods:
•
Emoji Code - Between colons (:), enter the emoji code. For more information on emoji codes,
you can access the third-party emoji cheat sheet hosted by Webpage FX.
•
Emoji Picker - Select and insert an emoji using the emoji picker on your OS:
•
•
Mac: Control + Command + Space
Windows: - Activate the Windows Touch Keyboard by clicking the keyboard icon on
the taskbar.
Result
The emoji will appear in the Social Network Previews area.
Adding a URL
Adding a URL to a post can bring more attention to your post and help drive traffic to other sites. To add a URL to your
post, just paste it into the URL field.
Publish will scan the article and automatically pull the title, description, and images (if the link has them) and display them
below the URL. If you want to edit the title or description, click on them and they will become editable fields.
Use URL Image in Post
If you select the Use URL Image in Post option, Publish will pull in multiple images from the URL and you can scroll
through the images and select the one you want to use with your post. You can also use your own image.
Include URL in Post
Select this option if you want the URL to be displayed in the text of your post.
172
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Note: This is for Facebook and Google+ posts only, and doesn't work with photo album
posts.
Preview
When you add a URL, it will appear in the Preview area as ora.cl shortlink. This is not the real short URL, just a
placeholder. It will appear at the end of your post by default, but you can move it to anywhere in the post you want.
Twitter URLs
If you add a URL to a Twitter post and save it as a draft, the URL is appended to the content of the post, as well as
displayed in the URL field. If you want to delete the URL from that saved post, make sure you delete it in both places.
Adding Media
Media, especially pictures, make your posts even more enticing.
Click on the paper clip icon and the Asset Manager opens, where you can attach a photo, a video, or an MP3 to your
post. You can select from media you've previously attached, upload from your computer, or you can drag and drop the
item from your computer.
In the Asset Manager, you might notice media files that should not appear in your list of assets. If you want to delete
media files, select the one or more files, then click the trash can iconin the Asset Manager area. A confirmation dialog
appears asking you to confirm the removal of the files. Click Remove.
There are specific file types and uploads of media you can attach to a post. Here they are for images, video, and MP3.
Image Details
When you attach an image to a Facebook post, you can select to publish that image to your newsfeed or to an album
on Facebook. The image will appear differently depending on how you publish it. You can select those options in the
Facebook Photo Options in the Social Network Settings area. Images will display to the maximum size of 2048x2048
pixels.
You can upload the following image file types:
•
•
•
•
JPG
PNG
GIF
TIFF
173
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Video Details
When you attach a video to a Facebook post, it will appear and play inline with your post. You can either upload a video
here in this section, or link to a video by copying and pasting the video URL into the http:// URL section.
After you've uploaded a video, you need to select a thumbnail starter image. You can select a frame from the video, or
upload an image from your computer or a URL. Remember, it's important to select an image that is compelling and will
make them want to click.
When you attach a video to a Tweet, it will appear and auto-play silently inline only when the video length is equal to or
less than 140 seconds. Videos that are longer than 140 seconds will appear in the Tweet as a still image, with a play
button overlay and a link. If you click the video play button on the still image, the video will play inline.
Note: There is no size limit to the videos you can upload, though the longer videos may take
to process.
several minutes
You can upload the following video file types:
•
•
•
•
•
•
•
•
•
MOV
QT
AVI
WMV
MPG
FLV
MPEG
MP4
OGM
You can link to videos from the following online video sites:
•
•
•
YouTube
Vimeo
URL that meets Facebook's Open Graph Protocol specifications.
Audio Details
You can upload the following audio file types:
•
•
•
ACC
MP4
M4A
174
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
MP3
There is no size limit to the audio files you can upload.
Oracle Docs Details
In the Create Your Content Asset Manager, you can click Oracle Docs to access documents on the Oracle Document
Cloud service.
Note: This feature is available only in deployments where the Oracle Document Cloud service
purchased and enabled.
has been
After clicking Oracle Docs, you'll need to login. Once logged in, select the files that you want to include in your post, then
click OK.
Note: Only folders to which you have access will be viewable. Only file types listed in Adding Media are
supported.
Coupons, Polls, and Custom Wall Apps
The Flash-based coupon and poll posting feature is no longer available in the SRM platform. To provide a more powerful,
mobile-friendly experience for your applications, we encourage publishing of apps created using the Content & Apps area
of the SRM. The apps created using a powerful modular system allow you to build any experience you desire, and will
work smoothly with mobile devices. If you aren’t familiar with the kinds of content you can create in Content & Apps, refer
to Building a View: The View Layout and Adding Modules and Content.
Adding Tags
Tags are words and phrases that you can apply to posts, allowing you to organize and track your posts to your different
social properties.
Admins will create the tags on the Admin Tab. For more information, see The Admin Tab. The tags will appear in the Post
Grid in the Tags column.
Note: You can add as many tags to a post as you want.
You can see the tags you have access to by clicking the arrow, or start typing and tags that match what you are typing will
appear.
Selecting Values for your Tracking URL
This area relates to Dynamic Link Tracking, which allows you to easily create URLs within their posts that 3rd party
analytics systems can use to track the effectiveness of your marketing campaigns.
In this section, you'll select values to add to your tracking URL, using the drop-down menus.
For more information on Dynamic Link Tracking and how to use it in the SRM platform, see Dynamic Link Tracking.
175
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Scheduling Your Post
You can get your work done ahead of time and create posts that will automatically publish on the date and time you
select.
Click on the calendar icon and a date and time selector will appear. You can edit the date once you select it by clicking on
the date in the text field.
Once you select a date for your post, the Publish Post button will change to Schedule, so you know you are getting your
post out when you intend to.
You can also select to have Publish send out an email to a list of addresses when the post is published. Select the Send
an email when the post is published option and a text field will appear. Just enter the email addresses separated by
commas.
Setting Facebook Options
There are 3 options for Facebook posts: Geotargeting, Feed Targeting, and Photo Options.
Geotargeting
Geotargeting lets you make a Facebook post that only your Fans that are in a certain country, city, and/or language will be
able to view. A geotargeted post will only be visible on those users' news feeds and only those users will be able to view
the post on your page.
Just enter the name of the country and/or language you want to target into the provided boxes. If you have created any
templates in SRM Admin, use the-drop down menu to select the geotargeting template you created.
Important: Make sure you wait for the geotarget template to load completely before
doesn't load, your post will not be geotargeted.
you publish your post. If it
Feed Targeting
With Feed Targeting, you can select specific targets based on information that users provide in their Facebook profiles to
narrow who sees your post.
How is Feed Targeting different from Geotargeting?
When you Geotarget a post, only people who have that location set on Facebook will see the post in their newsfeed and
on your brand Timeline. When you Feed Target a post, only people who have those targets set on Facebook will see the
post in their newsfeed, but anyone will be able to see the post on your Timeline.
How do I use a target?
Each target has an Add button next to it. Click that button to make the target active for your post. Also, if you decide that
you don't want to use that target, the link changes to Remove after you've added it, so you can get rid of it at any time.
What are the targets I can use?
176
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
There are seven targets you can use. These are, Age Range, Gender, Relationship Status, Interested In, Education,
Country, and Language.
Each target has options to select from and some have limitations.
Age Range
The Age Range target lets you limit your post within a set range of ages. You can set the range from a minimum age of 13
to a maximum age of 65.
Gender
The Gender target lets your post appear to male users only, female users only, or both in one post. If you don't make a
selection, your post will target both genders by default.
Relationship Status
The Relationship Status target gives you many options to target. You can target each of these relationship statuses
individually:
•
•
•
•
Single
In Relationship
Married
Engaged
Or, you can also mix and match, selecting different statuses in various combos. For example, you can target In
Relationship and Married in one post. If you don't make a selection, your post will target all statuses by default.
Interested In
The Interested In target lets you target users who are interested in male only, female only, or both in one post.
Educational Status
The Educational Status target lets you select to target your post by a user's educational level. You can target each of
these educational statuses individually:
•
•
•
High School
Undergraduate
Alumni
Photo Options (Facebook Only)
When you publish a post with a photo attached, you can select to publish that photo to your newsfeed, to your brand's
Timeline album, a new photo album, or to an existing photo album on Facebook.
The following are the options.
177
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Note: Make sure you upload all your photos in the Create Your Content Asset
post.
Manager before you create your
Publish to Newsfeed
When you publish a photo to your newsfeed, it is attached as a link and a thumbnail on your post. The photo isn't added to
any Facebook photo albums. You can only publish one photo to a post at a time.
Note: If your photo is smaller than 315 pixels, it will display as a small thumbnail with large metadata to the side.
If your photo is larger than 315 pixels, it will display as a large photo, with the metadata beneath.
Publish a single photo to your Timeline album
When you publish a photo to your Timeline album, Facebook will add that photo to the album and generate a post to your
newsfeed with a large thumbnail of the photo and the message you created above. You can only attach one photo to your
Timeline album at a time.
Publish to a new Facebook Album
When you publish a photo to a new album, Facebook will add the album to your photos page, and will generate a post to
your newsfeed with a large thumbnail of the photo. You can attach a maximum of 15 photos to your post. When you add
more than one photo to a Facebook post, a new Facebook album will be created. In the Your Social Network Settings
section, the Publish to a new Facebook photo album option will be selected automatically. Enter your album title in the
text box below the option.
When you are publishing multiple photos to an album, you can select which photo to display as the album cover. In the
Create Your Content section, select the option next to the file that you want to display as the album cover. Notice that the
image now appears as a larger block in the preview area.
Note: If you are posting to Facebook and Twitter at the same time, the album cover that you
Facebook will automatically be the larger image in your Twitter feed.
select for
When you are publishing to a new album, Facebook will post to your newsfeed for you with your album's title, description,
and number of photos in the album. So instead of a place to create a message, the Create Your Content section will
change to let you add your album title and description that Facebook will use to create a post.
Note: Due to social network restrictions, your published photo post may appear differently than
in the preview.
how it appears
When you select this option, the content creation section of CAPP will change to let you give your new album a title and
description.
Publish to an existing album
When you publish a photo to an existing album, Facebook will add that photo to the album and generate a post to your
newsfeed with a large thumbnail of the photo. You can attach a maximum of 15 photos to your post.
When you are publishing to an existing album, Facebook will make an action post to your newsfeed for you. You've
probably seen these before: Kim added 4 photos to the album Weekend Adventures. So instead of a place
to create a message, the Create Your Content section will change to let you add your album title and description that
Facebook will use to craft the action post.
Note: Due to social network restrictions, your published photo post may appear differently than
in the preview.
how it appears
178
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Geotargeting a Photo Album
Geotargeting works a bit differently when you are publishing to a photo album, as opposed to a single image. When you
assign a geotarget to a photo album post, the geotarget will be applied to the individual photos, not the album. So your
album will be visible to all your Fans, but only the photos that have the Fan's target will be visible to them.
Working with Twitter Options
This topic describes options that are available, specific to Twitter.
Publishing Multiple Images to Twitter
SRM allows you to upload multiple images to a post. Twitter allows a maximum of four images per tweet. If you attempt to
select more than four images, an error message will appear.
When you are publishing multiple photos, you can select which photo to display as the album cover. In the Create Your
Content section, select the option next to the file that you want to display as the album cover. Notice that the image now
appears as a larger block in the preview area.
Note: If you are posting to Facebook and Twitter at the same time, the album cover that you select for Facebook
will automatically be the larger image in your Twitter feed.
Working with Google+ Options
You can select specific circles to publish to Google+ streams.
Select the Google+ stream from the drop-down, and a list of the circles you've created for that stream will appear. Select
the box next to the circles you want to publish to.
Working with LinkedIn Options
You can target who can see your LinkedIn posts using five different criteria. These are, Geography, Company Size, Job
Function, Industry, Seniority.
Using Geography
Using the provided text field, enter the name of a location you want to target. Remember, these are LinkedIn locations, so
you might have to try some different entries before finding what you are looking for.
You can enter up to 10 locations to target.
179
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Setting Company Size
Select the boxes next to the company size you want to target. You can enter up to 10 company sizes to target.
•
•
•
•
•
•
•
•
•
Self-Employed
1-10
11-50
51-200
201-500
501-1000
1001-5000
5001-10000
10000+ Employees
Selecting Job Functions
Select the boxes next to to the job functions you want to target. You can enter up to 10 job functions to target.
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Research
Accounting
Administrative
Business Development
Purchasing
Consulting
Arts and Design
Community and Social Services
Education
Engineering
Entrepreneurship
Finance
Human Resources
Information Technology
Legal
Healthcare Services
180
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
•
•
•
•
•
•
•
•
Marketing
Military and Protective Services
Operations
Program and Project Management
Media and Communication
Product Management
Quality Assurance
Real Estate
Sales
Support
Selecting Industry
Select the boxes next to the industries you want to target. You can select up to 10.
Selecting Seniority
Select the boxes next to to the seniority level you want to target. You can enter up to 10 seniority levels to target.
•
•
•
•
•
•
•
•
•
•
Chief X Officer
Director
Entry
Senior
Manager
Owner
Partner
Training
Unpaid
Vice President
181
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Previewing Your Post
Your post is created and you can make sure your post looks perfect for each of your stream types in the preview area.
The preview will show you how many streams you are publishing to for each stream type and how the post will appear. If
you need to make changes to the text for a specific stream type, just click on the text. It will change to an edit field. Once
you are finished making changes, click Done and your changes will be saved.
Publishing Short Link
If you are including a URL in your post, Publish shortens that URL for you into a more convenient shortlink. In the preview,
you will see a sample short link.
To get the real short link, you will need to go to the Review page.
Review All Posts
If you need to get a short link, or want to edit your posts in a larger space, you can do that by clicking the Review all Posts
text link. This will take you to a new page with your posts laid out and the real Publish short link in place. You can publish
from that page or return to the main CAPP page.
Publishing Your Post
Once your feel like your post is ready to go, click Publish Post button on the main page.
Your post will be sent out to all your streams, or saved if you've scheduled it to be posted later. You'll be taken back to the
Posts main page, and you'll see your post listed in the post grid.
Extended Publishing
If your post is taking longer than 15 minutes to publish, it will go into Extended Publishing status. You will receive an email
letting you know that the post is in extended publishing, and giving you the option to cancel the post.
If you keep the post in Extended Publishing, and the post does not publish successfully within a 4 hour window, it will be
automatically cancelled and you will receive an email confirming this.
Editing After Publishing
After you've published a post, you can still edit some of its details. For example, a Twitter Page can be changed since it's
hosted by SRM, but the tweet text cannot, since Twitter doesn't allow tweets to be modified after they're posted.
For complete information on what you can edit on different types of post, see Taking Actions on a Post.
182
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Creating a Suggested Post
Suggested posts allow you create messaging and content for users across your bundle.
When you click the arrow on the Create a Post button, you'll see the Suggested Post option. If you click this, you'll see the
exact same Create a Post page, but it's what happens when you finish creating the post is what makes it different.
When you create a Suggested post and save it, it will be saved in the Post Grid with the status Suggested. Users on your
account can then copy that post, edit it if necessary, and publish it to the streams they need to.
You can create Suggested posts from scratch, or you can copy a post that has already been created and save it as a
Suggested post.
Sharing Suggested Posts with Multiple Bundles
You can also share suggested posts across multiple bundles. However, there are some things you'll need to set up first.
Here's what you'll need to do:
1. Create a stream only for suggested posts. Create a new social property on the social network, such
as a Facebook page. We suggest naming it in a way so you know it's connected to suggested posts, like
BrandName Suggsted Posts. You will use this stream to create the posts you want to suggest going forward.
Once you create it, add the stream to your SRM account.
2. Create a suggested posts sub-bundle In your account-level bundle, create a sub-bundle and name it
something related to suggested posts, like BrandName Suggested Posts Bundle. For more info on bundles,
see Bundles topic.
3. Add your new Suggested Post stream and users to your new Suggested Post sub-bundle Add your
new suggested post stream to your new suggested post sub-bundle. You will then need to add the users who
will be CREATING suggested posts to this sub-bundle. Once you've added the users to the sub-bundle, you
must assign them to a user role on the stream itself, which you will do in Workflow & Automation.
Note: We suggest making these users Authors on this stream.
For more info on adding users to streams, see Social Properties topic.
4. Add your new Suggested Post stream to other bundles Finally, you'll need to add the new suggested
post stream to the bundles of the users you want to use your suggested posts. Once you've added the
stream to those bundles, you'll need to assign those users to a role on the stream itself.
Note: We suggest making these users Authors on this stream.
Once you have your suggested post stream added and users assigned to it, users can begin creating and sharing
suggested posts. When users create suggested posts on the suggest posts stream, these will appear in the Post Grid as
suggested posts, as we described above.
Important: When a user is using a post that has been suggested, they need to
post stream before saving/publishing their posts.
deselect the suggested
183
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Creating an Unpublished Post
Unpublished posts are only distributed to users through promoted channels.
The final option you'll see when you click the arrow next to the Create a Post button is Unpublished Post. When you
create an Unpublished post, it will be sent to Facebook, but will not appear on your newsfeed or page timeline.
You can create Unpublished posts that are just text, single photo posts, or link posts.
Call To Action Buttons
When you add a link to an unpublished post, you have the option to add a Call to Action button that will appear in the
large link meta data that appears below your post.
After you add a link in the URL, the link area will expand to show you the meta data for that link. You can alter the link
description, the display link, the link image, and you'll see a drop down menu for Call to Action. You can select from five
options. These are, No Button, Shop Now, Book Travel, Learn More, Sign Up, or Download.
Performing Bulk Actions
You can cancel and delete multiple posts in the Post Grid by using the Bulk Actions menu.
Only Editors and Administrators can cancel posts.
Steps
1. To perform a bulk delete in the Post Grid:
a. Navigate to Publish, then Posts.
b. From the Bulk Actions menu, select Delete.
c. Select the posts that you want to delete by clicking the check box in one or more rows.
To select all posts, click the Select All check box.
d. Click Apply.
e. Click Remove Post(s).
The posts are deleted and removed from the Post Grid.
2. To perform a bulk cancel in the Post Grid:
a. Navigate to Publish, then Posts.
a. From the Bulk Actions menu, select Cancel.
Only posts that have a Status of Sheduled will be listed.
a. Select the posts that you want to cancel by clicking the check box in one or more rows.
To select all posts, click the Select All check box.
a. Click Apply.
The Cancel Post(s) confirmation dialog appears.
a. Click Cancel Post(s).
The Status fields of the posts are changed to Cancelled.
184
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Upload Multiple Posts
In Publish, you not only can create one post at a time, but you can also schedule and publish multiple posts at once. You
can upload multiple posts by using a CSV spreadsheet.
Your CSV file must be be in UTF-8 format or you will get an error when uploading.
•
Twitter and Facebook posts you upload using this CSV will follow the preferences your admin has set for your
social networks in the Publish Admin tab
•
•
Google+ posts will be published as a large photo format post.
LinkedIn posts will be published as a link post.
Steps
1. Click the Upload Posts button on the Posts tab, in the ellipsis next to the Create a Post icon.
A dialog box will open, allowing you to download a sample CSV file and upload instructions for the CSV.
2. Fill out the fields in the template spreadsheet. For more information, refer to CSV Template Spreadsheet
Fields
3. Save the template CSV under a new name.
4. Return to the Upload Posts dialog.
5. Select the new CSV.
6. Click Upload.
Your posts will start processing.
Result
When your posts have finished uploading, you’ll receive an email showing you how many posts were
succesfully uploaded, how many had errors and couldn’t be uploaded, and an attached spreadsheet
showing the errors those posts had.
CSV Template Spreadsheet Fields
The following four column table lists the field names of the CSV template spreadsheet along with a description of each,
the valid values, and a column stating whether the field is required or not. Fill out the fields to create a CSV template that
you can use to upload multiple posts.
Field Name
Description
Valid Values
Required?
SCHEDULED DATE
The date you want the post
to be uploaded
A date in the format MM/DD/
YYYY or MM/DD/YY
Yes, if you enter the post’s status as
schedule or scheduled
SCHEDULED TIME
The time you want the post
to be uploaded
A military time in the format
Yes, if you enter the post’s
status as schedule or
scheduled.
HH:MM
To determine what military
time would be, for any time
after noon, take the actual
time and add 12 to the hour.
For example, to publish your
post at 1:30PM, enter 13:30.
185
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Field Name
Description
Valid Values
Required?
11AM would be 11:00. You
can also check this handy
military time chart
POST NAME
The name of your post. This Text
can be anything you want. It
will help you find your post in
the Post Grid or in Analytics
later.
Only required if an admin
on your account has set this
field as required.
POST CONTENT
The content of your post
Only required if you are not
including a media URL
TAGS
SRM tags you want to add to Tags that have already
your post
been created or imported in
Publish
Text
No
If you are using multiple
tags, there are different ways
to format your tags so they
are added properly.
MEDIA URL
•
If you open the
CSV in a text editor
like Notepad, you
will need to add
quotation marks
around the tags. For
example: "tag1"
"tag2".
•
If you open the CSV
in a spreadsheet
editor like Excel, do
not add quotation
marks around the
tags.
Use if you want to include
A URL in the format
media in your post. The
<codeph>http://xx.xxx.xx</
media will need to be posted codeph>
online.
Only required if you are not
including any post content
If you include a media URL
and a content URL, the
media URL will be the image
that is used.
CONTENT URL
Use if you want to include a
URL in your post.
USE CONTENT URL IMAGE IN
POST
Use if you want your post to
use an image scraped from
the Content URL.
A URL in the format
<codeph>http://xx.xxx.xx</
codeph>
Y or N
Enter Y to include an image
or N to not include an image
No
Required if you enter a value
in the CONTENT URL field.
If you have a media URL
and a content URL, the
media URL will be the image
186
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Field Name
Description
Valid Values
Required?
draft or schedule or
scheduled or publish
Yes, for all posts
that is used, even if you
have a N in this column.
STATUS
SOCIAL NETWORK
The status of the post to be
published
The name of the social
network you want the post
published to.
•
draft - saves your
post as a draft
•
schedule or
scheduled schedules your post
for the day and time
you entered
•
publish publishes the post
immediately
facebook or twitter
or google or google+ or
linkedin
Yes, for all posts
You can only enter one
social network per row in the
spreadsheet. If you want to
publish a post to multiple
social networks, copy the
post info into another row
and change the social
network.
STREAM NAME
The name of the stream you A valid SRM stream name
Yes, for all posts
want the post published to.
This name must match the
name of the stream as it is
entered in SRM. If you aren’t
sure of the exact stream
name, please check the
stream’s page in Workflow &
Automation.
The Posts Tab - Taking Action on Your Posts
The Posts Tab is where you'll interact with your posts that are in draft, scheduled, suggested, and published.
On this page you can view all your posts using the Post Grid or Calendar view, take a number of actions on them, get
some basic analytics on a post, even download a CSV file with info on all your posts. In this article, we'll go through all the
things you can do on this page.
187
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
The Post Grid
The majority of the Posts tab is what we call the Post Grid - a table containing information on all of your posts.
This grid not only gives you quick information about all of your posts, but also allows you see at a glance how any single
post is doing.
The Post Grid contains columns of info on all of your posts, including status, shares, comments and likes. You can select
which columns you wish to display on the Post Grid at all times. If you want to get the full spread on your posts, you
can download a CSV (comma separated values file) of the entire grid with all the columns of info included. You can also
search or filter the Post Grid to only display certain posts you are interested in.
Post Columns
Additional data on your user data gathered from posts are displayed in the following columns:
•
•
ID - A code Publish assigns to your post. This is used only in SRM.
•
•
•
Post Name - The name you gave your post.
•
•
Plays - The number of times an audio or video file you posted was played.
•
Actions - The number of times the app you posted has been used (polls completed, coupons printed, quizzes
submitted)
•
•
Published - The date and time stamp for when your post was published (only appears for published posts).
Status - What state your post is in, either Draft, Scheduled, Suggested, Unpublished, Publishing, Extended
Publishing, Published, Cancelled.
Tags - Any tags you added to the post.
Clicks - The number of times the short URL Publish created for your post (if applicable) was clicked. This
includes clicks wherever this short URL is used and the number is not unique.
Entries - The number of times data has been submitted to your app (such as entries for a drawing). Click on the
number of entries to download the data.
Stream - The social property(s) this post was selected to publish to. Circles - (Google+ only) The circles were
selected to be published to.
These are the columns that are displayed by default, but there are several more you can select to display. You can
change your displayed columns using the Show/Hide Columns button.
Grid Control Buttons
The Post Grid page features three icons which enable you to change the grid display.
•
•
Reload Grid - Clicking this button refreshes your Post Grid, updating the information in the grid.
Show/Hide Columns - Clicking this button brings up a list of all the columns you can display in the Post Grid.
Select the checkboxes to display or hide columns on the Post Grid.
188
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
Word Wrap- If you have a Report Name that is longer than the grid cell, clicking this button will wrap the text in
that cell so you can view the entire title at once.
Working with the Calendar View
You can switch how you view your posts into a Calendar view using the Calendar icon.
Click the Calendar icon, and your Post Grid will be replaced with a calendar.
For more information on the Calendar view, see The Posts Tab: Calendar.
Filtering the Post Grid
You can sort the Post Grid to display only the posts you want to display. There are two ways to do this or you can use a
combination of the two methods:
Search Field
The search field allows you to type in any word or phrase and only the posts that contain that word or phrase will be
displayed in the Post Grid. Just type the word or phrase into the text field and click “Search”. The grid will reload to display
those posts.
Working With Filters
Specify your filters, by using the following three drop-down menus:
•
Streams Filter - Use this drop-down menu to display posts from a specific stream. Click the drop-down list to
view a list of your streams. Select a stream from the list and the filter will display only posts made to that stream.
To return to the full list of posts, select All Streams.
•
Statuses Filter - Use this drop-down menu to display posts that have a particular status. Click the drop-down and
a list of statuses will appear. Select a status and only posts with that status will appear. To return to the full list of
posts, select All Statuses.
•
Date Range Selector - The date range selector allows you to view posts from a range of dates. Select your start
and end date by clicking on the date you want on the calendars.
Working with Review, Analyze, and History
After you create a post, you might need to change something about the post, get a quick analytic look at it, or see the post
history.
You can do all three of those things from the Review, Analyze, and History sections on the side of the Post Grid.
Note: You can close the Review, Analyze, and
on any post in the grid.
History sections by clicking the X . To reopen this section, click
189
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
The Review Tab
The Review tab contains detailed information a specific post when you select it in the Post Grid:
Note: You will only see the information that applies to your post. For example, if your post is
not see the Scheduled On section.
•
•
Post Name - The name you gave the post
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Tags - Any tags you added to the post
published, you will
Stream - The social property your post is assigned to. This is a clickable link that will take you to the Facebook
page.
Geotargeting - Any geotargets you selected
Feed Targeting - Any other targets you selected for the post
Created on - The date the post was created
Scheduled on - If the post is scheduled, the date the post is set to be published
Published on - The date your post was published
Last Updated - The date you last touched this post, either to create, publish, or edit it.
Email Notifications - Any email addresses that were entered to follow the post
Post Contents - The content of your post
Destination URL - The destination link you selected, if any
Short URL - The short URL Publish created from your destination link, if any. This is a clickable link.
Title - The title of the media you attached, if any
Description - The description of the media or URL you attached, if any
Attached Media - Click the link to display the media you attached, if any
SRM Post ID - The number assigned to the post by Publish
Network Post ID - The number assigned to the post by the social network it was or will be published to. This is a
clickable link that will take you to the post on the social network.
The History Tab
The History tab gives you audit trail information about the post that you've selected in the Post Grid.
The History tab is updated when the following events occur:
•
•
•
•
Post is created
Post is scheduled
Post is rescheduled
Content is edited
190
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
Tags are edited (the system will show the 3rd party tags edited)
Links and link images are edited
Taking Actions on a Post
On the Review tab, is an ellipsis. Clicking the ellipsis opens a drop-down list from which you can preview, quick edit, full
edit, copy, copy as a suggested, or remove the post.
Previewing a Post
When you click Preview a popup will appear displaying your post similarly to how it will appear on the social network.
Editing a Post
There are two ways to edit your posts: Quick Edit, which is editing the post directly in the Review pane, or Full Edit, which
takes you to the CAPP page to edit there.
Quick Edit
To edit a post in the Review pane, click on the post in the grid, then select Quick Edit from the Actions menu.
You can edit different things if you post has been published than if it is a draft/scheduled.
For a published post, you can edit:
•
•
Post name
Description
For drafts or scheduled posts, you can edit:
•
Everything except the streams you are publishing to and any media you have attached
Once you have edited all the areas you want, click Save and your changes will be saved.
Note: Quick Edit does not support adding tags. To add tags to a post, use Full Edit.
Full Edit
When you select Full Edit from the Action have already been published.
Note: When you edit a published Facebook post, the edits will not appear on your newsfeed or your Timeline,
nor will the entry be reposted. However, if a user shares your post, the edited version is what will be shared.
You can edit different things if your post has been published than if it is a draft/scheduled.
For a published post, you can edit:
191
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
Post name
Tags
For drafts or scheduled posts, you can edit:
•
Everything except the streams you are publishing to
Once you have edited all the areas you want, click Save, Save Draft, or Schedule, depending on which type of post you
are editing, and your changeds will be saved.
Copying a Post
When you select Copy from the Action menu, the post will open in the CAPP page, with all the information that had been
previously entered there for you to edit. You can make any changes you want and then save, schedule, or publish the
post as you normally would.
Note: You must give the post a new name.
Copying as a Suggested Post
Just like when you select Copy, selecting Copy as a Suggested Post will open the post in the CAPP page. However, you
will only be allowed to save this post as a Suggested post, not publish it.
Note: You must give the post a new name.
Removing a Post
When you click Remove, a popup will appear asking you to confirm that you want to remove the post from Publish. If you
want the post removed from Facebook as well, select the checkbox. Click Remove Post. Your post will then be removed
and will disappear from the Post Grid.
Note: Due to API limitations, you can't remove a LinkedIn post via the SRM platform.
The Analyze Tab
The Analyze tab shows you a graph of the impressions your post made on a certain day over a certain time period.
The graph will display the chart in hours, but you can use the Show drop-down menu to change the chart into days.
Download graph
You can download this graph as a PNG or JPG image, a PDF, or a SVG vector image by clicking the gray download
button and selecting the file type you want.
192
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
CSV Report
The Posts tab gives you a quick view of the metrics on your posts, but to see a more detailed report, you can export your
data in a Comma Separated Values file, or CSV.
A CSV is a comma separated values file, a file that stores tabular data in a plain format so it can be read by many
different programs.
You can download the entire Posts Grid, including columns you don’t display normally, in one CSV file by using the
Export button, which you can find by clicking the ellipsis next to the Create a Post button. Click the button, select Export,
and a download dialogue will appear, allowing you to save the grid as a CSV file on your computer.
The CSV will contain information from every post you have created in Publish using all of the fields from the Post Grid,
plus these additional fields:
•
•
•
Attachment Type - The type of attachment (video, music, photo, etc) on the post (if applicable).
•
Unique impressions for this stream - The number of unique impressions made per fan. If the post appears
multiple times in a fan's stream, that impression will only be counted once (See below for more information about
impressions data).
Geotargeting - Shows if the post was geotargeted.
Impressions for this stream - The number of impressions made on the stream within a 24 hour period (see
below for more information about impressions data).
The data will reflect the current state of your post, except for the impressions data. More info about that is below.
Impressions Information
Impressions is defined as the total number of times content associated with your Page has been displayed on a browser.
Unique Impressions is defined as the number of people who have seen any content associated with your Page
(estimated).
Our system gets impressions information in a specific way from Facebook, so here is a quick explanation on how we get
our data and how that is reflected in your CSV.
Every morning at 8AM Eastern time, our system asks Facebook for the impressions for each stream. We get two
impressions numbers: total and unique, and these impressions are for the entire stream for the entire day, not for each
individual post. Impressions for each post are not currently available to us through the Facebook API, but you can get that
information from the Facebook Insights interface.
The impressions numbers for a stream only become available after 2 days, so if you are looking at the information in a
CSV from a post you published an hour ago, there won't be any updated impressions information for that post.
If our system doesn't get any impression information from Facebook, we will continue to query Facebook about the stream
every day for up to 30 days.
If there seems to be a gap in the historical data for your stream, it may be because when we launched this feature
addition in the CSV, we were only able to get data back to March 30, 2010. That gap is there because the data wasn't or
isn't available to us through the Facebook API.
193
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
If there are any discrepancies in your numbers for impressions, please contact Oracle Support at https://
support.oracle.com and the SRM Support team will investigate.
Software Note
This feature uses High Charts software, which is owned and licensed through Highsoft Solutions AS.
The Posts Tab: Calendar
You can switch how you view your posts into a Calendar view using the Calendar icon on the Posts page.
Click the Calendar icon, and your Post Grid will be replaced with a calendar.
Viewing the Calendar
You can display the calendar by month, week, or day. You can change the date you are looking at either by using the
arrows next to the date displayed, or by using the date picker in the right hand corner.
To return to the Post Grid, just click the grid icon next to the Create a Post button.
Month View
If you are viewing a month in the calendar, you'll have access to the number of posts you have published, scheduled, or in
draft displayed on each day. You'll also see if any of your posts encountered errors when they were published.
Week View
The week view shows you the days of a particular week, with an hourly chart on the left. For each day and time section,
if you have posts published, scheduled, or drafts for that day and time, you'll see the number of posts and the status.
If there is only one post, you'll see an icon for the social network, a preview of the post, and an icon for whether it is
scheduled, published, or draft. If there is a workflow step that must be finished for a post in that week, a red hand icon will
appear. Also in this view are the total number of posts made that week.
Day View
The day view shows you the posts you have published, scheduled, or drafts by hour for the day you've chosen. If you
have a post in a particular hour, an icon with the status will appear displaying the time, the post's creator, and an icon for
the social network and the stream's name.
If there are multiple posts for that time chunk, you'll see them listed out individually.
194
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Working With the Post Activity Details
If you click on a date in the Calendar, the Activity Details sidebar opens.
Displayed in the Activity Details sidebar are the number of posts you have scheduled for that day. A short preview of
each post also appears, with the time, creator, status, social network, and a short piece of the content included in the
post.
Filtering Activity Details
The Activity Details sidebar displays all of the posts for the selected day. Depending on your deployment, a post can in
one of the following states:
•
•
•
•
Scheduled
Draft
Published
Eloqua Email
Note: This state is only available in deployments where Eloqua has been implemented.
To filter the posts in the, click either Scheduled, Draft, Published or Eloqua Email from the Activity Details sidebar .
Viewing Post Details
Clicking on a post in the Activity Details sidebar opens a preview of the post.
•
•
•
•
•
•
•
•
•
A preview of the media, if any
The post content
URL, if any
Creator and scheduled/published time
Short URL, if any
Title - The title of the URL you attached, if any
Description - The description of the URL you attached, if any
Post ID - A code Publish assigns to your post. This is used only in SRM.
Network Post ID - A code the social network assigns to your post.
Viewing Post History
The History tab gives you audit trail information about the post that you've selected in the Calendar Grid.
The History tab is updated when the following events occur:
195
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
•
•
•
•
Post is created
Post is scheduled
Post is rescheduled
Content is edited
Tags are edited (The system will show the 3rd party tags edited)
Links and link images are edited
Completing a Workflow
If your post has a workflow step that needs to be completed, a red colored hand icon will appear along with the name of
the step that needs to be completed. If you click on the hand icon, the workflow will open in the post detail, and you can
complete the step in Calendar.
You'll also see the workflow history, so you can see what steps have been completed and what is left to be done.
Editing a Post
If you are looking at a post's details and realize you need to edit it, you can do that straight from the Post Details section.
Click the ellipsis in the Post Details section. Clicking the ellipsis displays Full Edit and Remove.
Clicking Full Edit opens the post in the Create a Post page. Once you are finished editing the post, you'll be taken back to
the Calendar. For more information on editing a post, see Taking Actions on a Post.
Removing a Post
If you need to remove a post, you can also do that by clicking the ellipsis. When you click Remove, a popup will appear
asking you to confirm that you want to remove the post from Publish. If you want the post removed from Facebook as
well, select the checkbox. Click Remove Post. Your post will then be removed and will disappear from the Post Grid.
Note: Due to API limitations, you can't remove a LinkedIn post via the SRM platform.
Creating a Post
If you have a date with no posts scheduled, draft, or published, you can add one directly from the Posts Activity sidebar.
Click on the date, and you'll see a No posts scheduled for today. Would you like to add a post? message. Click Create a
Post below it, and you'll be taken to the Create a Post page. When you are finished with your post, you'll be taken back to
the Calendar.
196
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Moving a Post
If you are looking at your Calendar and realize you need to move a post to a different date or time, you can do that easily
by dragging and dropping the post from the post details panel or the Calendar grid to the new date and time. You can use
the drag and drop method in the daily, weekly or monthly views.
Note: When dragging and dropping a post, the minutes will not be modified, only the hours. For example, if you
drag and drop a meeting with a start time at 9:15 AM to the 10:00 AM time slot on your calendar, the meeting
will be moved to 10:15 AM.
If you have multiple posts on one date or time, you can drag and drop them at the same time.
As you drag the post, the date you are moving it to will highlight to indicate which date you are targeting. Once you
release the posts on the new date, a confirmation message will appear asking you to confirm that you want to
move the post. If you are moving a large number of posts at once, it may take a few minutes to move them all.
You'll see a confirmation message once your post(s) has been successfully moved.
Note: You can only move scheduled and draft posts, and you can only move them to dates or times in the future
after the current date and time.
Exporting Calendar Posts
You can export a comma separated value (CSV) version your calendar posts.
To export a CSV version of your current calendar view:
1. Click the button with three stacked dots, at the top right side of your Calendar view, then select Export..
Note: The button is next to the Create a Post button.
The Export Posts dialog appears.
2. Enter the email addresses to which the exported CVS file should be sent.
Note: Use commas in between multiple email addresses.
3. Click Export.
A CSV file containing all of the posts in the current calendar view is sent to the email addresses specified.
Searching and Filtering the Calendar
This topic explains how to search and apply filters to your calendar.
Prerequisites
Steps
1. Navigate to the Publish view.
197
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
2. Click the View Calendar button.
3. Click the Filter button.
Note: The Filter button is below the Calendar banner.
4.
5.
6.
7.
8.
9.
The Search box and Filters are displayed.
To search for text, enter a sting in the Search box.
To filter by social network, select a network from the Network list.
To filter by stream, select a stream from the Stream list.
To filter by status, select a status from the Status list.
To filter by tag, select a tag from the Tag list.
Click Search.
Result
Only results matching the search and filter criteria will appear in the calendar.
Dynamic Link Tracking
Dynamic Link Tracking allows you to easily create URLs within their posts that 3rd party analytics systems can use to
track the effectiveness of your marketing campaigns.
In this article, we'll explain the ins and outs of campaign tracking and teach you exactly how to use it in SRM.
What is Campaign Tracking?
Campaign tracking is used to determine where clicks on links are coming from, using special links called tracking URLs.
Tracking URLS are specially created to include parameters and values that are tracked by 3rd party analytics systems
such as Google Analytics, when the link is clicked. When using campaign tracking with SRM, you are getting insight into
the effectiveness of your social media marketing efforts.
Using Dynamic Link Tracking in SRM
Using SRM Publish, you can create dynamic links that can be read by Google Analytics or Eloqua and attach those URLs
to a Publish post.
Admins will set up the various parameters and values that can be attached to a URL, which users can then select in the
Create a Postpage to create unique tracking URLs to attach to their posts.
Here's an example of a tracking URL: http://www.travelagency.com/promotions/visit-orlando.html?
campaign_name=ORLANDODEAL&campaign_source=FACEBOOK
The important elements of each tracking URL are the URL, the parameters, and the values. Let's break it down with the
example above.
•
URL: http://travelagency.com/promotions/visit-orlando.html
198
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
Parameters: campaign_name, campaign_source
Values: ORLANDODEAL, FACEBOOK
Each part of this URL tells us something about what the brand is trying to track. TravelAgency is trying to drive traffic
to their Visit Orlando page with a marketing campaign, which we can see from the URL. The parameters show us the
areas they want to track, the name of their campaign and the where they are using the campaign. The values specify the
parameters; in this case, the campaign is ORLANDODEAL and the source is Facebook.
Where You Use Dynamic Link Tracking in SRM
You'll use Dynamic Link Tracking in two places in SRM:
•
•
Admin Section - Tracking tab
Create a Post Page (CAPP)
We'll cover both these areas in this t.opic
Setting Up Your Dynamic Link Tracking in Admin
The following are the steps for setting up your Dynamic Link Tracking options.
In the admin section of Publish, the Tracking tab is where you add parameter IDs and values that will be added to custom
URLs.
Note: Dynamic Link Tracking is bundle-specific, so any options you set up here will be visible to the users
assigned to the bundle you are currently in, not your entire account.
Steps
1. From the Choose your 3rd party system drop-down menu select one or more templates from the list.
Google Analytics and Eloqua use specific items with their tracking URLs. If you are using one of these
systems, we've made you a quick shortcut. Using the drop-down menu, select the system you want to
use, and we will automatically populate those areas for you.
•
Google Analytics - This system uses specific parameters for their tracking URLs. Choosing this
system populates those for you, and you can then add values to those parameters.
•
Omniture SiteCatalyst Analytics - This system uses specific parameters for their tracking URLs.
Choosing this system populates those based on Omniture analytics default parameters, but you
can change and add values to those parameters.
•
Eloqua - This option appears if you are an Eloqua customer. You must log in to your Eloqua
account. Once you do so, SRM will create your base URL for you, so that section will not
appear.
•
Custom - Allows for the creation of an additional third party system template
Note: When publishing, all the configuration for the selected template will be made available on
the CAPP and all query string parameters will be added automatically.
199
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
2.
3.
4.
5.
Note: The third party templates are static and values will be maintained when which between
templates.
Create your default contact.
When selecting Eloqua as the third party system, the CREATE YOUR DEFAULT CONTACT section
appears. Specify an email address for the default contact in the Email Address field. The email address
you specify is used for unknown external contacts inside Eloqua, and allows Eloqua to capture social
campaign performance for the report of contacts.
Choose post parameters. Refer to Choosing Post Parameters.
Concatenate the URL.
Select a placeholder variable up to 25 characters in length and a delimiter. If there is placeholder
variable then all the query string parameters will be concatenated together using the delimiter into the
placeholder string. This placeholder string will be appended to the query string upon posting.
Create custom parameters. Refer to Creating Custom Parameters.
Choosing Post Parameters
This section allows you to select parts of your post to be added as values in your tracking URL.
Each field you choose will become a parameter in your URL, and Publish will automatically enter that item from your post
as a value attached to that parameter.
Enter an ID for the items you want from to appear in your URL:
•
•
•
•
Stream - the streams users select for the post
Network - the social networks being posted to (Facebook, Twitter, Google+).
Post Name - the name of the post
Tags - any tags selected
Note: If you specify Eloqua in the Network field, the Tags field is read only. Additionally only one Eloqua
may be applied to a post.
•
•
•
•
Post ID - the number SRM assigns to the post
Publishing Author - the SRM user who publishes the post
Time Stamp - the time the post was published
User Text - this creates a text field in the parameter area of the post that users can add text to. This text will then
appear in the URL.
•
Destination Link - the URL that is added to the post.
Note: If you specify Eloqua in the Network field, the Destination Link field is read only.
Click Save once you are finished selecting your post parameters.
Here's an example of what this looks like.
Note: The items in these fields will be different depending on the parameters you want.
200
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Creating Custom Parameters
This section is where you will create custom parameters and values, which users on your bundle will then be able to
choose from when they create a post.
If you have selected Google Analytics, you will see several parameters already created for you. You can then begin to
assign values to those parameters.
Adding a Parameter
For all other systems, you will need to start by adding parameters.
•
•
•
Name - Helps you identify what the parameter is
ID - The code that will appear for that parameter in the URL
Checkbox - If you want to require users to assign a value to a particular parameter, check the box below the ID
field.
Click Add button to add your parameter. You will see it appear on the left side of the Custom Parameters area.
Note: You cannot add a duplicate parameter name or ID.
Editing a Parameter
Click the pencil icon next to the parameter name. This will populate the parameter fields with the info you previously
entered, which you can then edit.
Deleting a Parameter:
Click X next to the parameter name. A confirmation message is displayed asking you to verify that you want to delete.
Note: Any other parameters or values in the parameter's hierarchy will also be deleted.
Adding a Value to a Parameter
Click the triangle next to the parameter name. A box will appear to the right. Enter the value into the provided field, then
click Save. You can enter multiple values on this page, up to 10.
Note: You cannot add values with the same name to a parameter.
Add a Parameter to a Parameter (Create a Hierarchy)
After you add a value to a parameter, you can create a second level parameter on that value.
Click the arrow next the parameter, and you'll be taken to the list of values associated with that parameter. To add a
second level parameter to that value, click the arrow next to its name.
Enter the parameter information the same way you did before and click Save. You can see where you are in your
hierarchy by checking the breadcrumb trail above your parameter list.
You can tell which parameters have hierarchies by the tree icon next to the parameter name:
How Many Parameters Can I Add?
You can have up to 10 first level parameters and up to 10 levels in hierarchies, so 20 parameters total.
201
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Create a Tracking URL on the CAPP Page
Once you or your account admin have set up parameters and values, users will be able to use these options on the
Create a Post Page. You'll do this in the Choose Values for Your Tracking URL section.
Steps
1. Add a destination link.
First, you'll need to add a destination link to your post in the Create Your Content section. If you are
not using a base URL, this destination link will form the first part of your tracking URL. If you are using
a base URL, the destination link will be added as a parameter after the base URL. This is the site you
want users to be taken to when they click the URL.
2. Choose your values.
In the Choose Values for Your Tracking URL section, you'll see all the parameters that were added in
the Admin Custom Parameters section. The drop-down menu below each parameter contain all the
values associated with that parameter. Use the drop-down to select the value you want to use.
If you choose a value that has a second level parameter associated with it, the second level parameter
will appear with a drop-down for its values.
Note: If you created any post parameters, don't worry about not seeing them here. SRM will
automatically add those items for you.
Result
Once you have selected all your values, when you click the Publish Post button, SRM will compile
your tracking URL. It will appear as a Publish short link, but all the parameters and values will be
included when a user clicks the link from your post. You will also find it in the destination link column
on the post grid and the post review panel.
Adding a Video to a Post with Open Graph Protocol
Using Facebook's Open Graph Protocol, Publish can now use any video from any URL.
Note: This topic contains very technical information. It might be best for your IT person or developer to read this
topic.
When you add a video to your post from the Choose Video from Web section of the Add New Video area, Publish scans
through the HTML of that video's webpage looking for specific data that it can translate and apply to your post as the title
and description. Facebook has developed a protocol for metadata, which allows for easy organization of the information
that Facebook and other programs can grab, including content type, thumbnail image, video size and many other details.
Here is Facebook's explanation about how their protocol works.
Using Facebook's Open Graph Protocol, Publish can now use any video from any URL, as long as the URL has correctly
formatted metadata in the <head> of its HTML. Here's the list of information that should be in the <head>:
•
•
•
•
Thumbnail image's URL: <
SWF URL: <
meta property="og:video" content="video_src URL" >
Your page's URL: <
Title: <
meta property="og:image" content="image_src URL" >
meta property="og:url" content="URL" >
meta property="og:title" content="title" >
202
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
•
•
•
•
Description: <
meta property="og:description" content="description" >
Video pixel width: <
Video pixel height: <
Content Type: <
meta property="og:video:width" content="video_width" >
meta property="og:video:height" content="name="video_height" >
meta property="og:type" content="video" >
Here is an example of a video from Youtube that has this correct metadata in its header:
Warning: The following code is an example. DO NOT COPY AND PASTE THE INFORMATION FOLLOWING
SAMPLE INTO YOUR CODE.
<meta property="fb:app_id" content="87741124305">
<meta property="og:url" content="http://www.youtube.com/watch?v=CFLGRidfF04">
<meta property="og:title" content="Vanilla Ice Ninja Rap - Go Ninja, Go Ninja Go!">
<meta property="og:description" content="Ninja Rap music video by Vanilla Ice from Teenage
Mutant Ninja Turtles 2 movie back in '91. Classic.">
<meta property="og:type" content="video">
<meta property="og:image" content="http:///14.ytimg.com/vi/GFLGRidF04/default.jpg">
<meta property="og:video" content="http://www.youtube.com/v/GFLGRidF04?
version=3&autohide=1">
<meta property="og:video:type" content="application/x-shockwave-flash">
<meta property="og:video:width" content="398">
<meta property="og:video:height" content="264">
<meta property="og:site_name" content="YouTube">
If this solution isn't something your company thinks would support their business model, we can also whitelist any URL to
be uploaded in Publish. If you need whitelisting, contact Vitrue Support or your Vitrue contact.
Creating Open Graph Objects
You can create and moderate your own Open Graph objects using Publish.
Open Graph Objects are Facebook Like buttons that you can put on any website to represent real-world items. When a
user clicks one of these Open Graph Objects on your site, that action will appear in their feed and you can push content to
those users in the future.
Note: Open Graph Objects are Facebook Like buttons that you can put on any website to represent real-world
items. When a user clicks one of these Open Graph Objects on your site, that action will appear in their feed and
you can push content to those users in the future.
Steps
1. Create an Open Graph object.
a.
b.
c.
d.
Sign in to Publish and click the Admin tab.
Click the Open Graph Objects tab.
Click Add Open Graph Object.
Fill out all the fields on the form.
If you aren't sure what an item is, click the What's This link next to the item and a short
explanation of what the item is and where you can find that information will be displayed.
203
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
e. When you have finished filling out the form, click the Create Open Graph Object.
You will be taken to the Existing Open Graph Objects page and your new Open Graph object will be
listed.
2. Activate an Open Graph object by clicking Like on the Existing Open Graph Objects page.
Important: Before your Open Graph object is added to your page, you need to activate it.
The text next to the Like button will change to You like this. Your Like button is now ready to place on
your website.
3. Edit an Open Graph object and find the iFrame code
a. Click the Open Graph Objects tab in the Admin section.
b. Click on the Open Graph object you want to edit.
You will be taken to the edit page for the Open Graph object. The page has the same fields
you filled out previously to create the Open Graph object. The page also includes details of
your object and the iFrame code you will need to place the Like button on your website.
c. Make any changes you want.
d. Click Update Open Graph Object.
Customizing Your Publish Experience
You can customize your Publish experience by changing the default domain name to something that reflects your brand.
You can even have multiple domains, with specific subdomains for specific social streams.
When you use Publish to create a link it uses the domain name vitrue.com.
Creating a Custom Domain
When choosing a custom domain name for your brand's publishing use, we recommend a subdomain of your brand's
domain name.
For instance, if your brand's domain is acme.com, we suggest you use a subdomain like social.acme.com.
Publish will use your social domain in two scenarios:
•
•
The domain for your branded URL shortener
Outside of the Facebook environment as a branded redirect, and its metrics tracked through Publish
There are two ways to set up a social domain for Publish. They are, have your Web or IT group create a CNAME record,
or point an A record to our system.
Subdomains - RECOMMENDED METHOD
If you are using a subdomain of an existing domain, you will need to create a CNAME record like this:
A CNAME record needs to be created for <short-phrase>.mydomain.com
204
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Please point <short-phrase>.mydomain.com to srm-emcee.us2.cloud.oracle.com
Example: if your domain was acme.com and you wanted to create sm.acme.com as your social domain. Your request
would be for a CNAME from sm.acme.com to srm-emcee.us2.cloud.oracle.com
Note: We recommend you use this method because it doesn't require an IP address, which means you
impacted by IP address changes in the future.
won't be
Primary Domains
Alternatively, if you want to use a primary domain name with Publish, such as acmesocial.com, request an A record like
this:
An A record needs to be created for the domain name acmesocial.com
Please point acmesocial.com to 160.34.0.153
Contact Support
Once you have set up your domain, contact our Support team through the web: https://support.oracle.com - include
Custom Domain in the subject of your ticket.
Note: If you are submitting multiple domains, please make sure you specify which domains goes with which
streams.
Frequently Asked Questions about Custom Domains
Here are some FAQs about custom domains.
Q. I use Google Analytics on my website (where I drive a lot of Facebook Status Update traffic) also. How will my
reports look there?
Scenario - posting a status update with a link that uses a SRM-enabled custom domain URL WITHOUT using tags on the
stream in Publish:
Outcome: on the website's Ga it will appear as Custom Short URL domain and slug
Scenario - posting a status update with a link that uses a SRM-enabled custom domain AND using tags on the stream in
Publish, as described above, in the same Google Analytics account:
Outcome: Google Analytics will show 2 entries:
•
•
One for the short URL with a referrer of Facebook
One for the website with referrer of the shortened custom URL
For a discussion of how to use Google Analytics on top of your Publish streams, see Creating a View.
Q. I want my custom domain to be a specific section of my site, like acme.com/blog. Can I use this?
205
Oracle Social Relationship Management
Chapter 4
Social Relationship Management User Guide
Publish
Unfortunately, no. Custom domains are coded using C Names in the DNS Record, which does not support paths.
206
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
5
Engage
Engage
Getting Started With Engage
Engage displays message content both from your social network pages or accounts and your Listen topics, and lets you
perform actions on those messages. For example, you can see the number of likes and comments for a Facebook post,
or assign a message to another person on your account so they can take action on it, to mention just a few. Messages will
come in from the resources you have added as social properties in Workflow & Automation or listen topics within Listen.
About the Engage Interface
The first time you navigate to Engage, you will be presented with your message inbox, which works a lot like an email
inbox. The messages coming in from all your channels will appear as message tiles. Existing columns display messages
in the order of newest to oldest. Newly added columns display, by default, the latest activity first. But, since the message
stream can customized to your liking, the displayed view depends largely on how you choose to configure your message
stream.
About the Menu
Click the Engage menu button to display all apps that you have provisioned. The following list displays the menu options.
•
•
•
•
•
•
•
Home
Engage
Listen & Analyze
Publish (displayed if provisioned)
Content & Apps (displayed if provisioned)
Workflow and Automation
Social Station
About Message Tile Information
Your message stream contains basic information about your messages in tiles.
Unread messages an indicator appears along with the message timestamp. A message is considered unread when it is
new, or if content has been appended to the message since you last read it. For example, if a user added a comment to a
Facebook post.
207
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Read messages an indicator appears along with the message timestamp. Read messages display this way to let you
know visually which messages have already been looked at by a member of your team. This way, you can easily make
sure work isn't being duplicated.
In each inbox tile the following is displayed:
•
•
•
•
Channel Type. This appears as an icon.
Author Name. The name of the author.
Channel Name. The name of the channel.
Message Timestamp. The time at which the message was received. This is displayed as a relative timestamp,
for example: 5 minutes ago. If you hover over the relative timestamp, the complete timestamp appears in a tooltip, for example: April 6, 2017 9:48 AM.
Note: The complete timestamp is internationalized to display using a 24 hour clock, depending on your
language settings.
•
•
Message Preview. A short preview of the message.
•
Likes and Comments. Like and comment counts for Facebook, LinkedIn, and Instagram; retweet count for
Twitter.
•
Metrics Icon. Click this icon to display the metrics for the message.
Media Thumbnail. A thumbnail preview of an image or video, when they are included in the message. For
messages that support multiple images, you can click on the image, then use the forward and backward arrows to
scroll through the carousel of images.
Note: Your owned messages will remain in your inbox indefinitely. However, if you don't take action on
your non-owned messages, like messages coming in from Listen, they will be deleted from your inbox
after a week. This is to help make your inbox more manageable.
Sorting Message Tiles
You can view your messages tiles in each column of your Inbox from Latest Activity, which is the default, Oldest Activity,
Newest to Oldest, or Oldest to Newest.
1. Navigate to Engage, then your Inbox message stream.
2. Click the drop-down list for the column you want to sort
3. In the Sort section, select a sorting option.
4. In the Filter section, select a sorting option.
5. Click Apply.
The column is resorted.
Using Filters
You can filter your inbox to display only certain messages you want by selecting the Options Menu, then select Column
Settings.
208
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Searching Your Messages
You can access search by clicking the Options Menu in column. The search box lets you search all of the messages in
the column.
Prerequisites
You can search for a full or partial term, but only a term that has 5 characters or more will return partial matches. Anything
less will be searched as an exact term.
Note: For searches performed in Chinese, Japanese and Korean, only a single character is required to return
matches.
To search for messages in a column:
Steps
1. Click the Options Menu.
2. Select Column Search.
The search dialog appears.
3. Enter your search criteria into the Search for Something text box.
You can also use search operands. For additional information, refer to About Search Operands.
4. Click the magnifying glass or press Enter.
Messages matching your search terms will appear in the column, with the term highlighted.
5. Below the Search for Something text box, further refine your search by clicking All, Username, or
Message options.
6. (Optional) To clear the search, click the X in the Search for Something text box.
About Search Operands
Here are some search operands you can use in the Search for Something text box to find the messages that you want.
Table 4: Search Operands
The following two column table describes the search operands available with Engage.
Operand
Description
-
Including a - before a search term will exclude it from your search.
*
Using a * with a search term makes it a wildcard search. Here’s an
example: Car* would return messages with “cars” and “carrots”. *at*
would return “Athens” and “fat”.
""
Including your search in double quotes finds that exact term only. For
example: “kit” would return all mentions of “kit” but not “kittens”.
OR
Using OR with multiple search terms will return messages with either
of those terms. So, for example, if you search Cats OR dogs, you will
get messages that contain cats or dogs.
209
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Operand
Description
AND
Using AND with multiple search terms will return messages containing
both search terms only. So searching cats AND dogs will show you
only messages that mention both cats and dogs.
Viewing Messages
To view a message, click anywhere in the message tile to open it. A detailed view of the message is displayed which
includes any replies and comments. By default, comments are displayed in ranked order from Facebook, and replies to
comments are displayed in chronological order. Administrators can customize the order in which Facebook comments are
displayed.
For more information about how to customize the order of the comments, refer to the Comment Sort Order (Engage Only)
topic.
While in the detailed view of the message, use the arrows to navigate to the next or previous message in the thread.
Note: If you want a message to appear unread, select Mark as Unread from the message options drop-down
menu.
Showing Details of a Message
To view more details about a message:
1. Click the Show Details link.
The Message Activity panel appears, which lists the following activities:
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
#
Archive
Unarchive
Block & Delete (Facebook)
Hide (Facebook)
Delete
Like
Assign
Unassign
Edit Assignment
Reply Retweet (Twitter)
Repost (Sina Weibo)
Send to CRM On Demand
Send to Siebel
Send to Oracle Service Cloud
Add Attributes
Edit Attributes
2. Click the Notes tab, to view any message notes that have been written in the message.
3. (Optional) Add a new note by entering details in the Compose a Note text box, then click Compose.
210
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Note: The only person that can delete a note is the owner, or an administrator.
4. (Optional) To change the order in which the notes are displayed, select Oldest to Newest or Newest to
Oldest from the drop-down list.
About New Messages
When a new comment or reply is made to a message that has already been read, an indicator appears to alert you that
there is a new message in a thread that you have already read. When you open that message, only the unread message
appears with an indicator.
When new messages are received while you are in the platform, you are notified that there are new messages. Click the
notification to view new messages in the list.
Assigning Messages
If you are concerned that multiple users might try to work on the same message at the same time, then message
assignment will solve this problem.
On each message, you'll see the a lock icon. Before you start working on the message, click the lock icon. A message will
be displayed in the Activity stream indicating that you have assigned the message to yourself, so no one else can work on
it.
Tip: You don't have to open the message to assign it to yourself. You can also click the lock icon in the message
stream. The lock icon appears if you have message locking enabled. If you don’t have message locking enabled,
you’ll see an assignment icon.
If a message needs to be reassigned, an administrator can open the message, and reassign it in the Assigned to area.
Note: The message assignment feature has to be enabled on your account by an administrator. If you want to use
this feature, and do not see it on your account, have your administrator check the appropriate box in the Accounts
section of Workflow & Automation. For more information, see the The Accounts Tab help artice topic.
About Social Network Specifics
The different social networks that are displayed as channels in Engage have specific options and actions you can perform
on them. To access the actions and options for a channel, click on the Options Menu icon.
Options Menu Icon
When you are viewing a specific Facebook, Twitter, LinkedIn, or Instagram channels, or Facebook, Twitter, LinkedIn, or
Instagram as a channel types, the following options are displayed in the Options menu:
•
•
Bulk Actions
Column Search
211
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
•
•
•
•
Column Settings
Delete Column
Export Messages
Resize Column
Facebook Pages of which you are an Admin
If you are the admin of a Facebook Page, all messages and reviews that appear on the Page's time line will display in
this stream, including status updates or admin posts, non-admin posts from outside users, and comments and star-rated
reviews made on any of those posts. You can see the number of likes, comments and reviews for a post directly in the
stream as well as when you click into the message. You also see private messages made from outside users to the page.
Twitter Channels
All tweets published to your account, as well as the number of retweets for your tweets, plus all the tweets published by
others that are mentioning you, and also any direct messages sent to you. You can sort your Twitter messages by tweets,
mentions, and direct messages.
If the tweet you are viewing is part of a conversation you have been having on Twitter, you can display the entire history of
that conversation inside the message. Just click the text labeled "Show History", and the conversation will expand to show
all the tweets in the conversation.
LinkedIn Channels
All updates published to your company or showcase page, as well the number of likes and comments on those updates.
You can read and reply to comments on your updates, but you cannot delete comments due to an API limitation.
Note: Engage only collects likes and comments on the last 50 updates you have made to your company or
showcase page.
Instagram Accounts
All photos published to your account, as well as the number of likes and comments on those photos. You can read and
reply to comments on your photos, and you can delete comments.
Weibo Pages
All posts made to your account, as well as the number of likes and reposts related to the posts. You can read and reply to
comments on your posts, delete comments, and repost with or without comments.
212
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
WeChat
Only WeChat listed in the channel selection if you have at least one WeChat channel in your account.
Taking Actions on Messages
One of the main things you'll want to do in Engage is take actions on your messages. This module describes what you
can see and do with messages in Engage.
Using the Actions Menu
Click on the message on which you want to take action. When the message opens, several icons are available in the
message. The More Actions menu contains the majority of the actions you can perform. Click on the More Actions dropdown list and a subset of the following actions will appear:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Add Attributes
Archive
Assign
Block and Delete
Delete
Export
Follow/Unfollow
Hide
Mark as Read
Mark as Unread
Quote Tweet
Repost
Repost with Comment
Retweet
Send Direct Message
Send to CRM On Demand
Send to Oracle Service Cloud
Send to Siebel
213
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Note: The actions displayed in the drop-down list changes depending on the channel and channel type in which
the message appears
Add Attributes
Select this action to to add attributes to a message that you are sending. The attributes can be sent to Siebel and Oracle
Service Cloud. Attributes cannot be sent to CRM on Demand.
Archive
Select this action to move a message to the archive folder.
Note: This can be done only from the Actions Menu in the original message.
The message is removed from the Inbox column. If a new message is found on an archived message, for example if a
Facebook thread you've archived gets a new comment, the archived message will be moved back into the Inbox column.
Assign
Select this action to assign a post to another member of the account or to a team. Available assignees are anyone with
access to the selected bundle. You can include a message to specify why the message is assigned to that person or
team. The assignee receives an email notification with the message and a link to the message.
Optionally, the assignee can attach a note back to the assigner when marking the message as complete. Only the
assignee or a member of the assigned team can mark the message as complete.
Once completed, the assigner receives an email notification with the message and a link to the message. Anyone can
reassign the message to another assignee.
Block and Delete
Select this action to delete a message, and block the user account that sent it. Blocking the user will also delete all other
posts by this user, but will not delete private messages.
Note: This action is available only for Facebook. Only administrators of the Facebook page can remove the block.
Copy Message Link
Select this action to copy the SRM message link to your clipboard.
214
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Delete
Select this action to delete a post or comment. This will delete the post or comment from both Engage and the social
network, if it is one of your owned channels. If a post has comments on it and the original post is deleted, then comments
are deleted automatically. Deleted comments are shown with trash can icon and Deleted next to the comment timestamp.
Note:
•
Because of API limitations, you cannot delete messages from LinkedIn. To remove LinkedIn messages,
you must go to the LinkedIn website.
•
Messages that come in from Listen cannot be deleted. However, if no action is taken on the message, a
Listen message will automatically be removed from the system after seven days.
Export
Select this action to export data from one or more channels. You will be required to specify the chanel(s), and a valid date
range, up to a maximum of 31 days. An email containing the exported data is sent to the requesting user.
Follow/Unfollow
Select this action to follow or unfollow the Twitter user who posted the tweet.
Note: This action is available only for Twitter.
Hide
Select this action to hide comments from a post. Hidden messages are moved to the Hidden folder and are not shown on
the Facebook page.
Hidden comments are shown with ghost icon and Hidden next to the comment timestamp. You can unhide hidden
messages and comments by clicking Unhide from the More Actions menu.
Note: This action is available only for Facebook.
Mark as Read
Select this action to to change the entire thread to read. Also, you can select this action in an individual comment to
change a specific comment to read.
Note: You can mark all messages from a specific channel as read by filtering to one channel and selecting Mark
as Read.
215
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Mark as Unread
Select this action to to change the entire thread to unread. Also, you can select this action in an individual comment to
change a specific comment to unread.
Note: You can mark all messages from a specific channel as unread by filtering to one channel and selecting Mark
as Unread.
Quote Tweet
Select this action to publish a tweet from your Twitter account that references an original published tweet. When you
select this option, the original text of the tweet will be auto-populated in the Original Tweet field. In addition, you can enter
more text, up to a maximum of 140 characters, in the Message field.
The Quote Tweet button is disabled if you go above 140 characters, so you know immediately to edit your comments.
Note: This action is available only for Twitter.
Repost
Select this action to repost a message.
Note: This action is available only for Sina Weibo.
Repost with Comment
Select this action to repost a message with a comment.
Note: This action is available only for Sina Weibo.
Retweet
Select this action to retweet a message. When prompted, select the Twitter account from which you want to post.
Note: This action is available only for Twitter.
216
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Send Direct Message
This option is available only in the following situations:
•
Twitter: To send a direct message to another user. This option will only display if the message author is following
your Twitter account.
Note: If the author of the tweet follows multiple accounts for your brand, you have the option to send the
message from any of those accounts that are active in Engage.
•
Facebook: To reply to a comment that has been made on a post where there is no existing conversation.
Note: Direct Messages are not supported by Instagram and therefore not available in Engage.
Send to CRM On Demand
Select this action to send a message to your CRM On Demand account as a service request. This action item will appear
only if you have entered your CRM On Demand account information.
After the message has been sent, a new activity appears in the Internal Activity for this transaction. You can mark the
message as solved in CRM On Demand by selecting the checkbox and optionally adding a comment (Internal Activity will
also be added for this action). A notification email will be sent to the original submitter if the CRM On Demand incident is
closed by another user.
The message will also automatically be labeled as CRM on Demand.
Note: This is not available for LinkedIn messages.
Send to Oracle Service Cloud
Select this action to send a message to your Oracle Service Cloud account as a service request. This action item will
appear only if you have entered your Oracle Service Cloud account information. When prompted, confirm your request to
send the message. After the message has been sent, a new activity appeasrs in the Internal Activity for this transaction.
After the message has been marked as solved in Oracle Service Cloud, another new activity is listed. You also receive a
notification email.
The message will also automatically be labeled as Oracle Service Cloud.
Note: This is not available for LinkedIn messages.
For messages that you are sending to Oracle Service Cloud or Siebel, you have the option to add attributes to the
message. You can add info to help give as much info on the customer as needed. You can enter info for: Product,
Customer ID, Customer Email, Order ID, Region, Notes, and/or Upsell.
217
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Send to Siebel
Select this action to send a message to your Siebel account as a service request. This action item will appear only if you
have entered your Siebel account information. When prompted, confirm your request to send the message.
After the message has been sent, a new activity appears in the Internal Activity for this transaction. You can mark the
message as solved in Siebel by selecting the check box and optionally adding a comment (Internal Activity will also be
added for this action). A notification email will be sent to the original submitter when the Siebel incident is closed by
another user.
The message will also automatically be labeled as Siebel.
Note: This is not available for LinkedIn messages.
Using Action Icons
While the Actions Menu contains a contextual list of what you can do with a message, the Action Icons provide you with
a one click action to the most common tasks. Once you have opened a message, the Action Icons appear in the center,
directly below the message. The Action Icons that are displayed depend on the message that is displayed. The following
is a list of the possible Action Icons:
•
•
•
•
•
Assign. The graphic for this icon is either a lock or a person, depending on your account settings.
Comment. The graphic for this icon is a leftward pointing arrow.
Reply. The graphic for this icon is a leftward pointing arrow, and is available only for Twitter messages.
Like. The graphic for this icon is a thumbs up.
Label. The graphic for this icon is a label.
Assigning Messages
•
If your account has message locking enabled, and you click the lock icon, then the message be assigned to you.
Click the Assign action icon to assign a post to yourself.
You can remove yourself as the assignee, by clicking the Assign action icon again.
Note: Only administrators can unlock other users' messages.
•
If your account has message locking disabled, then the person icon will appear.
Click the Assign action icon to assign a post to another user.
218
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Commenting on Messages
You can comment only on channels that you own. Also, you cannot comment on Twitter messages: instead, you can
use the reply action icon. For more information about replying to a Twitter message, refer to the following Replying to
Messages, topic.
To comment on a message:
1. Click the Comment action icon.
2. Enter your comment in the Message text box.
3. (Optional) If you entered a URL and want to shorten it, click the Link icon in the Message text box, then
select the URL shortener of your choice.
Note: The URL shorteners that are available to you depends on how your administrator configured
dynamic link tracking. For more information about dynamic link tracking, see Set Up Your Dynamic
Link Tracking in Admin.
4. Click the Comment button to post the comment.
Replying to Messages
The reply action icon appears only below Twitter messages. Replies to Twitter messages are considered new tweets.
For other platforms you can use the comment action icon. For more information about commenting on messages, refer to
Commenting on Messages.
To reply to a message:
1. Click the Reply action icon.
2. Enter your reply in the Message text box.
3. (Optional) If you entered a URL and want to shorten it, click the Link icon in the Message text box, then
select the URL shortener of your choice.
Note: The URL shorteners that are available to you depends on how your administrator configured
dynamic link tracking. For more information about dynamic link tracking, refer to Set Up Your Dynamic
Link Tracking in Admin.
Note: The Link icon is disabled for Direct Messages because Twitter prohibits the use of vanity short
links in Direct Messages.
4. Click the Reply button to post the new tweet.
Liking Posts
Click the Like action icon to like a message.
Note:
•
This action icon is available only for Facebook, Twitter, Instagram, and Weibo.
219
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
•
You can like messages only on channels that you own, with the exception of Twitter, because because
any tweet that comes in from Listen can be liked.
Labeling Messages
You can add labels to messages or comments. Message labeling allows you to categorize your messages into groups
and later filter your message list using the labels. This enables users to easily access the content that is most important to
them. Labels can be added to messages both manually and automatically, depending on how your account is setup.
To manually add labels to a specific message:
1. Click Label action icon.
2. Type the label(s) in the Labels text box.
3. Click Confirm.
To automatically add labels, you can setup an auto-label rule. This means that anytime specific words are used, a
message is automatically assigned a specific label. For more information, refer to the Automation Tab topic.
If Listen & Analyze is included in the plan that you have purchased, messages auto-labeled with indicators (both standard
and custom) and sentiment will also be displayed. For Listen & Analyze topic channels that you have routed to Engage
this happens automatically and, at this time, cannot be modified or turned off. You also have the option of having your
owned messages (messages from channels that you have authorized in Workflow & Automation) auto-labeled with
indicators and sentiment. This functionality is not on by default for owned messages. If you'd like this enabled on your
account, please submit a service request.
Note: Owned messages are always displayed in Engage as soon as possible. Consequently, there is a chance
that new messages will temporarily appear without sentiment and indicator labels. As soon as the message has
been processed, indicator and sentiment (positive, neutral, negative, or no sentiment) labels will be added to the
message.
For information about bulk adding and removing labels, refer to Bulk Actions.
Performing Bulk Actions
Engage allows you to take actions on multiple messages in a single column with a few clicks. For example, you might
want to add labels to several messages at once. You can do this using the Bulk Actions feature.
Prerequisites
To perform bulk actions on messages:
Steps
1. From the column in which you want to perform the updates, click the Options Menu, then select Bulk
Actions.
2. Select the check boxes next to each message you want to update. Note: To select all of the messages,
click the Select All option.
3. From the Bulk Actions drop-down list, select the action you want to apply to the select messages.
4. Click the Apply button.
220
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
About Actions for Facebook Channels
You will see different actions if you are or are not the admin of a Facebook Page you've added as a channel in Engage.
Let's go over the difference of what you'll see.
Facebook Page - Admin
If you are the admin of the Facebook Page you have added as a channel, you will see the following actions available on
the message:
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Add Label
Assign
Archive
Block and Delete
View Post
Like
Mark as Unread
Reply
Hide
Delete
Send to Oracle Service Cloud
Send to Siebel
Send to CRM On Demand
Like
About Actions for Twitter Channels
The actions you can take on Twitter messages are:
•
•
•
•
•
•
•
Assign
Archive
View Post
Like
Mark as Unread
Quote Tweet
Reply
221
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
•
•
•
•
•
Retweet
Send Direct Message
Send to Oracle Service Cloud
Send to Siebel
Send to CRM On Demand
About Actions for LinkedIn Channels
The actions you can take on LinkedIn messages are:
•
•
•
•
•
Assign
Archive
Like
Mark as Unread
Reply
About Actions for Instagram Accounts
The actions you can take on Instagram messages are:
•
•
•
•
•
•
•
•
Assign
Archive
View Post
Like
Reply
Send to Oracle Service Cloud
Send to Siebel
Send to CRM On Demand
About Actions for Weibo Pages
The actions you can take on Weibo messages are:
•
•
•
Assign
Archive
View Post
222
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
•
•
•
•
•
•
•
•
•
Like
Mark as Unread
Reply
Repost
Repost with Comment
Delete
Send to Oracle Service Cloud
Send to Siebel
Send to CRM On Demand
About Actions for WeChat
The actions you can take on WeChat messages are:
•
•
•
•
•
•
•
•
•
•
•
•
•
Add Attributes
Archive
Assign
Add Attributes
Copy Message Link
Label
Mark as Read
Mark as Unread
Message Lock
Reply
Send to Oracle Service Cloud
Send to Siebel
Send to CRM on Demand
223
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
Filtering Messages
Filtering allows you to easily navigate through messages that you are managing within a selected column. By default,
when you first open Engage, only the Inbox column is displayed. Based on your needs, you can add more filtered
columns to your view. This topic explains the available criteria that you can use to create and modify columns in Engage.
About Columns
You can add new columns to your Engage view at any time. When adding a column, you have filter options that allow you
to curate exactly what you will see in your column. You can customize your experience easily by adding filtered columns
to view precisely the messages you want.
About the Inbox Column
The first and default column in Engage is the Inbox column. Your Inbox column contains all your messages, read and
unread. By default, this is the only filtered column for your messages, when you first open Engage.
About Folders
You can modify your Engage view criteria at any time. One criterion that you can modify is the folder from which the
messages are displayed. By default, the Inbox folder is selected; however, that folder can be changed to the Archived,
Hidden or Deleted folders. For more information about modifying folders in columns, see Modifying Column Settings.
About the Archived Folder
The Archived folder contains messages you have chosen to archive, so they no longer appear in your Inbox.
About the Hidden Folder
There are two types of messages that can appear in the Hidden folder: Hidden messages and Unpublished messages.
When you hide a message or comment, it is hidden on Facebook and the message is moved from the Engage message
Inbox to the Hidden folder. You can find those messages in your Hidden folder.
Unpublished messages are used to create ads on Facebook, and since they are not published to your regular Newsfeed
and Timeline, by default do not appear in Engage. While Unpublished posts are not visible by default, the functionality
can be enabled. To enable Unpublished posts for your account, your administrator must check the appropriate box in the
Account section of Workflow & Automation. For more information on enabling unpublished posts, see The Accounts Tab
section.
Once Unpublished posts have been enabled for your account, they will appear in your Hidden folder. Also, an
Unpublished label appears on the upper right side of the message text for each unpublished message in the column.
Hidden messages display a Hidden label.
224
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
About the Deleted Folder
When you delete a message, it is deleted from Facebook and your message inbox. You can find those messages in your
Deleted folder.
About Column Filtering Criteria
You can control what messages appear in a column my specifying the following column filtering criteria:
Content Type
Content Types are the social networks and other data sources your messages are coming in from. This includes your
owned Facebook, Twitter, and LinkedIn accounts, as well as Listen sources, including Google+, YouTube, RSS feeds,
News sites, consumer reviews, and message forums.
Channels
Channels are the social properties you have added through Workflow & Automation and Listen topics you added to
Engage from Listen. You can filter to only see messages from a specific channel by clicking on that channel from the list
- it will be highlighted to show that you have selected it. You can select multiple channels to display at once. To remove a
channel, just click on it again and the highlight will be removed.
Message Filters
Filtering by an authorized Facebook channel lets you view public (timeline) messages, private messages (the envelope
button), all messages for the channel or reviews. Depending on the Channels you select, you might be able to further
configure the column by selecting message filters by type: All, Posts, Direct Messages, or Reviews.
Note: Message filters appear only when you select a single content type. Message filters are available only for
Facebook, Twitter, and Sina Weibo.
Adding Columns
Customize your Engage experience by adding columns that reflect your needs.
Prerequisites
To add a column:
Steps
225
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
1. Navigate to Engage.
2. Click Add New Column.
3. Select the content type to include.
To include messages of all content types, select the All option.
4. Select the channels to include in the Select Channels drop-down list.
To include all channels, select the All Channels option.
Note: WeChat is listed in the channel selection only if you have at least one WeChat channel in
your account.
5. (Optional) Select the message filters to include in the Select Message Filter drop-down list.
Message filters appear only when you select a single content type. Message filters are available only for
Facebook, Twitter, and Sina Weibo.
6. (Optional) Enter a name for the column in the text box.
7. Click Save.
Modifying Column Settings
You can modify the settings of an existing column to further refine your needs.
Prerequisites
To modify the settings of an existing column:
Steps
1. Navigate to Engage.
2. From the column in which you want to modify the settings, click the Options Menu, then select Column
Settings.
3. (Optional) Click the Folder arrow to modify folder options, then apply you edits.
4. (Optional) Click the Channels arrow to modify channel options, then apply you edits.
a. Select an option from the Select Message Filter drop-down list.
b. Select one or more languages from the Select Language Filter drop-down list.
Note: This filter is available only if a Twitter channel is selected.
5. (Optional) Click the Labels arrow to modify label options, then apply you edits.
a. Select the Any option.
b. From the Select Labels list, select one or more labels.
c. In the Show messages containing section, choose one of the following options:
•
All selected labels. Displays messages in the column that contain all of the
selected labels.
•
Any selected label. Displays messages in the column that contain any of the select
labels.
6. (Optional) Click the Date Range arrow to modify the date range, then apply you edits.
7. (Optional) Click the Assignment arrow to modify the assignment, then apply you edits.
226
Oracle Social Relationship Management
Chapter 5
Social Relationship Management User Guide
Engage
8. (Optional) Click the
9. Click Save.
Deleting Columns
You can delete columns from your Engage view when the column is no longer needed.
Prerequisites
To delete an existing column
Steps
1. Navigate to the Engage.
2. From the column in which you want to delete, click the Options Menu, then select Delete Column.
3. In the Delete this column and its settings? dialog, select Yes.
The column is deleted.
227
Oracle Social Relationship Management
Social Relationship Management User Guide
6
Chapter 6
Content & Apps
Content & Apps
Content & Apps
Introduction to Content & Apps
Welcome to Content & Apps. This topic will give you an overview of Content & Apps' capabilities and how to learn
more about each individual area and feature of the tool. You can work with Content & Apps if you are an Oracle Social
Marketing customer.
About Content & Apps
Content & Apps is a powerful tool that provides you a content management system for creating your own unique, branded
content that can be hosted as tabs on Facebook or embedded on any website. Content & Apps has over 50+ modules
with a huge range of capabilities, from a calendar of upcoming events, to hosting videos, to contests and sweepstakes.
Throughout these topics, you will learn about the interface itself, the tools you will use to help build your content, and how
to analyze the activity and effectiveness of the content you create.
About Basic Terminology
Let's go over some terminology that you will see throughout these topics. Many of these names or phrases are specific to
Content & Apps, so it is important to know what they refer to.
•
Content & Apps — An application that lets you create and publish dynamic content to custom tabs on your
Facebook Page.
•
Facebook Page — Your brand or organization's home on Facebook. A Facebook Page has several tabs included
by default, like the Wall and Info tabs.
•
•
•
View — The content that Content & Apps will publish to an assigned tab on your Facebook Page.
Module — One of a number of building blocks you can use to construct a View.
Application (or App) — In this context an application provides special functionality for your Facebook Page. An
application can be located on your Facebook Page's Boxes tab, or it can have its own tab.
So, to put all of these parts together in a single statement: In Content & Apps, you assemble Modules into a View which is
then published to a tab on your Facebook Page.
Related Topics
•
Getting Started with Content & Apps
228
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Getting Started with Content & Apps
Content & Apps is made up of several powerful elements that help you create and publish custom tabs for your Facebook
brand Page or pages you can embed on external websites. This help topic will guide you through the various parts of the
Content & Apps interface. You can work with Content & Apps if you are an Oracle Social Marketing customer.
Note: These topics are written assuming that you are an administrator on your account. If you are not an
administrator, you may not be able to access certain parts of the Content & Apps interface.
Signing in to Content & Apps
Since Tabs is part of the SRM platform, you can find information about logging in and navigating through the platform in
the topic Introduction to the SRM Platform
About the Content & Apps Interface
Since Content & Apps is part of the SRM platform, we'll just be going over the parts of the interface that are specific to
Content & Apps.
Content & Apps has five main sections, which are tabbed underneath the main SRM navigation bar:
•
•
•
•
•
Views
Connections
Brand Content
Contests
Admin
Views
This is where you land when you sign in to Content & Apps, and it will be the center of your Content & Apps experience.
All the views you have created are displayed in the View Manager, which is a list of your Views with basic information
on each - the date it was last updated and what application it is connected to, if any. Each view also has a gear icon.
Hover over that icon to display the following controls: Edit View, Delete, and Settings. The View Manager will display 20
views at a time and the Manager will paginate after that. You can also search your Views using the search bar under the
pagination controls.
The Views page also shows you a list of the recent activity on your various Views. This list shows you which user on your
account performed an action, what action they performed and on what module or view, and the time and date that action
occurred. You can see a complete list of activity on your account on the Activity tab in Views.
Note: Facebook does not support tabs on mobile, so any Views you connect to your Facebook Pages will not be
seen on mobile.
229
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Connections
The Connections section has two sections: My Facebook Pages and My Apps.
•
My Facebook Pages
You'll see a table displaying the Facebook Pages you are an administrator of. The table shows you the page
name, the app it is connected to, the view attached to it, if it is a non-fan view, and the Country and Language if it
has been geo-targeted. You can edit a Page or attach a view to one by clicking the buttons at the top of the table.
•
My Apps
You'll see a table of the Facebook apps you have created and added to Content & Apps. The table shows you
the app's Tab Name, API key, API secret, Canvas Page URL and Description - all this information is set on
Facebook. You can edit an app or add a new app to the table by using the buttons at the top of the table.
Brand Content
This is where you create and edit content that will affect your entire account, if you are an account or team administrator.
•
Brand-Wide Content
This section is where you create brand-wide content - modules that appear on every view created in your
account. These modules cannot be deleted from a view, they can only be deleted from the brand-wide content
section, though you can make the modules optional for each view. You use this area just like a regular view drag and drop the modules you want to appear onto the layout area. These modules will appear in a regular view
with a locked tab instead of a control tab.
Note: If you are not familiar with CSS, do not make changes to this page.
•
Edit Brand CSS
If you want to customize the look and feel of your Views, you can do that in the Edit Brand CSS page. You can
also revert back to previous versions of your page.
Note: If you are not familiar with CSS, do not make changes to this page.
Contests
This is where all the contests you have created on your account live. You can edit your contests and moderate the
submissions from this area.
Admin
This is where you can set certain items specific to your Content & Apps account.
•
Layout Settings
230
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Layout Settings area is where you can set which base CSS styling and View Layout width your account will
use. (For more information about this, see the Choosing your Base CSS and Facebook Timeline in Content &
Apps topic.)
•
Activity
The Activity section shows you a list of actions that have been taken on your account. You can view all of the
activity on your account at once by clicking the View All History button, or you can use the History by View
table to see the activities for a specific view. You can see the activity within a specific date range by using the
Date Range Selector at the top of the page.
Related Topics
Building a View: Adding Modules and Content to Views in Content & Apps
Building a View: The View Layout and Adding Modules
and Content
Now that you have gone through the Content & Apps interface, we'll look in detail at how to build a new view with modules
and manage it.
About View Details
Views can be laid out using a full width or two-column layout. When you create a view, it will by default be in the twocolumn layout. If you want to make it full width, you will do that in the View Settings area.
Note: Even if the layout is two-column, modules may cover the full width within the layout.
If your account is using Legacy CSS:
The total width of the view is 520 pixels. This means any header, footer, or full width module will be 520 pixels wide.
The two column sizes are:
•
•
•
The narrow column: 194 pixels
The wide column: 318 pixels
Margin: 8 pixels
If your account is using 2012 CSS:
The total width of the view is 810 pixels. This means any header, footer, or full width module will be 810 pixels wide.
The two column sizes are:
•
•
•
The narrow column: 300 pixels
The wide column: 494 pixels
Margin: 16 pixels
231
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Options in the View Manager
After you've created a view, it will appear in a list on the View Manager main page. There is a gear option next to each
view. If you click on the gear option, you can choose from one of these different actions:
Editing a View
Click Edit View from the gear icon drop-down list and you will be taken to the edit page for the view.
Deleting a View
Another easy one: if you no longer need a view, you can delete it from the gear icon.
Copying an Existing View
You might have a view that has the exact layout of modules that you want to use again. We've made it easy to copy that
view and use it again. Just click Copy View from the gear drop-down menu, and a modal window will open. You can just
copy the view, or choose to rename it and then copy. Your new view will then appear in the View Manager list.
Note: Only the modules and CSS will be copied over into the new view. Any content inside modules, like images in
a Banner module, will NOT be copied. Only Administrators and Brand Designers can copy Views.
View on Facebook
Clicking this option takes you to a preview of your view on Facebook. This way you can make sure your view will look
exactly how you want it to once it goes live.
About the View Layout Page
When you create a view, the first time you are taken to the View Layout page you welcome window will be displayed
which gives you a quick rundown on how to create a view in Content & Apps. To exit this window, click anywhere outside
the welcome message.
The main section of the screen is the Layout area. This is where you will drop your modules to build your view.
Preview, Publish, and Connection Status
This screen displays connection status of a view, and also has the Preview and Publish buttons. If your view is
connected to a Facebook tab, that status is displayed above the Publish button. If your view is not yet connected, the
status will show when it was last updated and by whom.
The Preview button will open a new tab or window, showing you a preview of what your view will look like once it is
published to Facebook. This takes you to a preview page on Facebook itself, so you get a true display of how your view
will look.
The Publish button actually makes your view live on Facebook. You will need to connect your view to a Facebook page
to have it appear on Facebook. For information on connecting a view to a Facebook page, refer to the Attaching a View to
a Facebook Page topic.
Note: The Publish button will only be active once you have added content to your view for the first time.
232
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
View Settings and Embedding a View
Under the view's name are two text links: View Settings and Embed. Clicking View Settings will take you to the page
where you can edit the view's settings. You can edit the following items:
•
•
•
•
•
•
Name - Name of the view.
•
Exclude from Brand Template modules (template CSS will still apply) - If you don't want brand-wide content
to be displayed on this view, select this box.
Brand Template - The template you have chosen to use with your view
Slug - An identifier for the backend systems. We recommend you do not change this.
3rd Party Analytics - Paste any 3rd party analytics code, like Google Analytics, here.
Time Zone - The time zone the view will be using.
Language - The language your view will display in on Facebook. You can write the view in whatever language
you'd like, and it will be translated into the language you choose when it's viewed on Facebook.
Clicking the Embed link creates a code that allows you to embed the view onto an external website. For more information
on this, refer to the Embedding a View on an External Website using Anywhere Apps topic.
About the Add New Module Area
Underneath those buttons is the add new module area - this section is a library with all the modules you can add to a
view. The modules are broken into 6 categories: Basic, Interactive, Feeds, Media, and Custom. Click on the triangle next
to the category name and the list of modules available in that category will expand out.
Note: Each module has its own help page, so for more information on a specific module, click the name of the
module above or select the Table of Contents to read the topic on that module.
The Reactivate Module area
The next area down is the reactivate module area. When you no longer want a module on your view, you can deactivate
it. If you later decide you want that module back on your view, find its name in the dropdown menu in the reactivate
module area, click the reactivate selected module button and the module will appear in the original place location you
dropped it in the layout area.
About Module Controls
Once you've added a module to your view, you may need to come back and make changes to it, like add more photos to
an album or change the date for an event. To do this use the controls that appear on the side of every module.
Click on the triangle next to CONTROLS in the module, and the available controls options will open. There are buttons to
edit the module, schedule it, or deactivate it, and checkboxes to turn the module's header and borders on and off.
233
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Creating a View
You can create a view in two places: the SRM Admin area of the platform or right here in the Content & Apps View
Manager.
To create a new View in Content & Apps:
Steps
1. Click Create New View.
2. A menu displays the following fields:
•
•
•
Name Your View
Time Zone
Brand Template: Choose which brand template you want to use with this view or, if you don't
want brand content on your view, choose None.
3. Click Update View to return to the view's layout page so you can immediately start building.
Result
The view will automatically be added to the bundle that you are in when you create the view.
Advanced View Setup
Once you have created a basic view in SRM and added it to a bundle, you must set advanced details for the view in
Content & Apps.
1.
2.
3.
4.
Navigate to Content & Apps. You will land in the View Manager.
Locate your list of views until you see your new view.
Click the gear icon and choose View Settings from the menu.
On the View Settings page the following editable fields are displayed:
#
Name
Template: Choose how you want your modules to be laid out on your view. Choose from Two
column or Full. Your view will be created in Two Column by default.
# Slug: This is necessary for the backend of the software, so it can be anything.
# View's Local Time Zone: Choose a time zone for your view from the dropdown menu. By default,
your view will be in Pacific Time when it's created.
# Exclude From Brand-Wide Content: If you don't want brand-wide content to be displayed on this
view, select this box.
# Analytics: If you want to use a third-party analytics program, like Google Analytics, paste the
Javascript code they provided into this field.
5. Once you are finished setting these details, click Update View to return to the View Manager.
#
Editing a Module
To edit a module:
Steps
234
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
1. Click Edit from the Control Panel.
2. View the Module’s Edit page.
Each module has its own set of rules. Select what those rules are for each module in its individual help
file.
Scheduling a Module in a View
If you are running a campaign or have a coupon that you only want valid for a certain amount of time, you can easily make
sure the modules appear and disappear on your View on the right dates by scheduling the module.
To schedule a module do the following:
Steps
1.
2.
3.
4.
Click on the Schedule button. A dialog window will appear.
Select the check box to Enable Module Scheduling and date selectors will appear below the check box.
Use the date selectors to set the Start and End dates for your module's appearance.
Click Update to save the scheduling.
Result
If you have scheduled your module to start at a date in the future, that module will be hidden from
your View until that Start date. So don't be afraid if your module just disappears - it's supposed to do
that. It will reappear on the day it is scheduled to start. However, if you want to see all your modules,
regardless of their schedules, click Display All Modules from the View Control Bar and all your
modules will appear.
Previewing a View
Once you've scheduled a module or two, you may want to get a look at how your View will appear on different dates. The
Date Preview in the View Control Bar makes this really easy.
Prerequisites
To preview a view on a specific date and time
Steps
1. On the View Control Bar, click the date.
The Date and Time Selector appear.
2. Click the date and time that you want to preview.
3. Click Apply.
The View refreshes, displaying the modules that are scheduled for that day. The Control Bar will also
display how many modules are hidden on that date.
Result
235
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Banner Module
The Banner Module allows you to place an image on your Content & Apps view and link it to any URL. You can use it to
link your fans to your websites in fun ways.
Adding the Banner Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: The View Layout and Adding Modules and Content topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Banner Module
Content & Apps captures metrics for:
•
•
Module views
Image click-thrus
Customizing a Banner Module
All customization happens in the brand CSS page. In Views, click edit brand css.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
The image has a max width of 810 pixels.
The image takes up 100% of whatever module position it is in.
What Can I Customize?
•
The image can be sized down.
Class Name Constants
There are two class name constants for a Banner module:
•
•
posters
module_container
Related Topics
•
The Calendar Module
236
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
Adding A Banner To The Banner Module
Adding a Banner to the Banner Module
When you drag-and-drop a Banner module onto a view, it will automatically open to the edit page for that module. Use this
task to add a banner to a module you have already created.
Steps
1. In the Banner module, expand the Controls menu to display your options.
2. If you want your module to have a header, select the check-box labeled Header. The text in the header
will be you have named the module.
3. Click Edit Image and you'll be taken to the Edit: Image page.
4. You can either upload images from your computer or link to an image on the web. To upload an image,
click Choose File. Select the image you want and click Open. To link to a web image, paste the image's
URL in the provided field. If the image is wider than the column it is placed in, it will be resized down to
fit. An image can be:
•
•
Legacy CSS - The narrow column: 194 pixels, the wide column: 318 pixels, full width: 520 pixels
2012 CSS - The narrow column: 300 pixels, the wide column: 494 pixels, full width: 810 pixels
5. Next, select the URL you want the image to be a link to. Paste the URL into the field provided.
6. When you are finished, click Save.
Note: Though you can only have one linked image on each Banner Module, you can put as
many Banner Modules on a view as you want.
Result
Related Topics
•
The Banner Module
The Calendar Module
The Calendar module is tied into Facebook's events system. When you put a Calendar module on an Oracle Social
Marketing Content & Apps view and add an event to it, that event is added to Facebook and users can RSVP and share
it like any other event created by any other user. Oracle Social Marketing Content & Apps gives you control over the event
and shows you how many responses you've received.
Adding Calendar Modules
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, refer
to the Building a View: The View Layout and Adding Modules and Content Content & Apps topic.
237
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display options. This menu will not appear on your published view and your
new module will not appear on your Facebook Tab until you click Publish.
For more information, refer to the Adding Events to Calendar Modules topic.
About Metrics Recorded for the Calendar Module
Content & Apps captures metrics for:
•
•
•
•
Module views
RSVP click-thrus
Guest click-thrus
See all guests click-thrus
Customizing Calendar Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
What Can I Customize?
The following items in the calendar are customizable:
•
•
•
•
•
color of the month
background
colors
fonts
size of the calendar
The following items in the list of events are customizable:
•
•
Colors and fonts for any of the text in the eventt
background
What is Not Customizable?
•
•
The layout will always be 3 separate stacked boxes: 1) event name and time 2) description 3) guests.
Previous and Next buttons
Class Name Constants
238
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
There are 2 class name constants for a Calendar module:
•
•
calendars
module_container
Related Topics
•
The Causes Module
Adding Events to Calendar Modules
After you drag-and-drop a Calendar module onto your view, it will automatically open to the Edit page so you can start
adding content.
Prerequisites
To add content to an already-placed module:
Steps
1. Click a view to work with it.
2. In the Calendar module, expand the Controls menu to display your options.
3. Click the Edit Events button. The Events Calendar window will appear.
As with any change to the layout of your Content & Apps view, the new Calendar module won't be
visible on Facebook until you click Publish. Once you have clicked Publish, any events in that calendar
will be visible on your Faceboook Page. However, because the module is tied into the Facebook events
system, any event you create, whether the module has been published or not, is immediately present in
Facebook, although not publicized.
4. Click the Import Events button.
5. Select the calendar you want to add the event to. All the Calendar modules you have created on the
view will appear in a drop-down menu. Click on the calendar you want.
6. Select a time zone for the event from the drop-down list.
7. Enter the Event ID for the event in the provided text field. You can find the Event ID on the Facebook
page for the event. It will be the long series of numbers at the end of the URL for the event page. Here's
an example:
https://www.facebook.com/events/1928604997366274/
Where 1928604997366274 is the Event ID
8. If you want, you can add an image from your computer. This image will appear in the event description
below the calendar.
9. Click Update Calendar to add the event.
239
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Causes Module
Your Facebook Page can serve as a rallying point for your fans to contribute to causes you value. Adding a Causes
module to your page lets you tell your fans about a cause and allows them to donate.
Adding Causes Modules to Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, refer
to theBuilding a View: The View Layout and Adding Modules and Content in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu does not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
About Your Cause Details
Once you've created a Causes module, you will need to populate it with information about your cause.
When you drag-and-drop a Causes module onto a view, it will automatically open to the Edit page for the module. A form
will appear allowing you to enter the following details:
Note: Once you’ve created a cause, its details cannot be changed (though you can delete this cause and add
another with the correct details). You can manage any photos you add to the cause, but the header and copy are
set.
•
•
•
Title: The full name of your cause, such as "ACME Coffee Foundation."
•
Primary Image File: If your cause has a banner image, upload it here.
Description: Information about the cause. A good addition is a link to an external Web site, if one is available.
Donate URL: A Donate button on your Causes module will open the page at this URL, where your fans should be
able to donate.
When you've entered your information, click Create.
About the Gallery
Beneath your cause details is a Gallery section with a camera icon. You can upload images into this section if you want,
like pictures from recent events, or from activities associated with the cause (for example, the Special Olympics might
have a gallery of images from past events).
About Metrics Recorded for Causes Modules
Tabs captures metrics for:
240
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
Module views
Donate click-thru
Customizing a Causes Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Details
There is an unlimited character count for the description of your cause.
The photo sizes for the gallery are:
•
•
80 x 80 pixels for the thumbnails, with a max width of 150 x 150 pixels.
300 x 420 pixels for the large popup, with a max width of 640 x 480 pixels.
The gallery of photos will display images in the following ways for each sector:
•
•
•
Right - Three photos at a time horizontally. At the 4th photo add, the gallery will paginate.
Left - Three photos at a time vertically. At the 4th photo added, the gallery will paginate.
Top/Bottom - 4 photos at a time horizontally. At the 5th photo added, the gallery will paginate.
What Can I Customize?
•
•
•
•
•
•
Borders
Backgrounds for the module as a whole, description, photos
Next and Previous buttons for the photo gallery
Font on the photo captions
Share button for the photos
Donate button
What Is Not Customizable?
•
•
The caption for a photo will always appear beneath the photo.
Once the cause title and description have been created, they cannot be edited.
Class Name Constants
There are 2 class name constants for a Causes module:
•
•
causes
module_container
241
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Related Topics
•
The Causes Module
The Comments Module
With Content & Apps, we have used Facebook's plugin to create the Comments module, which allows you to provide
conversation around content on your view, recreating the Facebook Wall. Discussion that happens on this module will be
pushed out to users' News Feeds and admins will be able to moderate comments within the module on Content & Apps.
Adding Comments Modules Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views in Content & Apps topic.
Note: The Comments module cannot be displayed on a mobile version of a view.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Configuring Comments Modules
After you add a Comments module to your view, you will need to configure it before it goes live on your Tab. Fill out the
following fields:
•
Number of Comments: The number of comments that will be displayed at a time on the module. The default
number is 10.
•
Tab URL: The URL for the Tab this module will live on. News Feed stories on Facebook about this module will
link to this URL.
•
•
Color Scheme: Choose whether you want your Comments module to display in a light or dark color scheme.
News Feed Info: This information will be displayed on a News Feed story when a user posts a comment on the
module:
•
•
•
Title: We suggest making this your account or brand name, or what the comments are about.
Description: This is a short description of what the comments are referring to.
Image: Choose any image, either to reflect your brand or what the comments are referring to.
There are also a couple of advanced options:
•
Width (in pixels): You can set the width of the module. The default size is set at 520 pixels and the module has a
minimum size of 350 pixels.
•
Current URL: This is the URL your Comments module is currently associated with.
242
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
Admins: All the users on your account who can moderate this module will be listed here.
When you have finished filling out all the fields, click Update. You will then be taken to the module on your view.
Note: There is a settings section on the module is not yet accessible to users. Don't click this until this help file is
updated with the ok.
Moderating Your Conversation
The Comments module displays comments as they appear on Facebook. To moderate comments, click Moderator View.
If a comment has a swear word, you can deal with it in two ways - in the Public Comments View or in the * Moderator
View. Both places have the same options. The comment will have the word Moderate with a drop-down with the option to
Hide Comment or Ban User.
•
•
When you select that Hide Comment, the comment will be hidden and only visible to that user and their friends.
When you select Ban User, that user will no longer be able to post comments on the module.
In the Moderator View, there is also a Select all checkbox that you can use to bulk moderate comments.
About Metrics Recorded for the Comments Module
Content & Apps captures metrics for:
•
•
•
Module views
Comments created
Comments removed
Customizing Comments Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
The Contest Module
The Contest Module
With the Contests module, you can create detailed contests where users can submit photos and videos as entries and
vote on their favorites. You can control every phase of the contest, making it as simple or elaborate as you want.
243
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Configuring Your Contests
Each contest has tabs that you need to set up: Basics, Phases, Entry Form, and Options. Let's go through each of
these tabs in detail.
About Metrics Recorded for the Contest Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted (found in module configuration)
All data submitted (found in module configuration)
Related Topics
•
The Coupons Module
Adding a Contest Module to a Content & Apps View
Perform the following task to add a Contest module to a Content & Apps view.
Steps
1. Drag-and-drop the Contest module from the Forms section onto the View Layout. Give the module a
name and any header text (optional), then click OK.
Note: This module can only be placed in the full-width position.
2. In the dialog box, click the Configure Your Contest button.
3. In the Contests tab, create the required contest.
Note: You should not put more than 1 Contest module on a View at a time. Having multiple
Contest modules causes errors on the View.
About the Contest Basics Tab
The Basics tab is where you set the basic information for your contest.
•
•
•
Contest Name - the name of your contest as it will appear in Content & Apps
Facebook Contest Name - the name of your contest that will appear on Facebook.
Contest Description - a short description of your contest. This will only appear in Content & Apps.
Submission Tags
244
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
You can also create Submission Tags in the Basics area. Submission Tags help you control which entries to your contest
appear on Facebook at times you decide. For example, if your contest will narrow the submissions to the Top Ten entries
and you want those to appear in a specific phase, you will need to create a top ten submission tag that you can attach to
those entries.
To create a new Submission Tag:
Click New Submission Tag. Enter the name of the tag in the text field that appears, then click Create Tag. The tag will
then appear in the Tag List.
About the Contest Phases Tab
The Phases is where you can configure different stages of your contest, like Entry Time, Voting, Top Ten Entries, Winner
Announced. You can add as many phases as you want and can fully customize them.
To get started, you click Add a Phase.
Each phase has several parts. Let’s start with the basics.
Phase Basics
Fill out the following fields for your phase:
•
•
•
•
•
Phase Name - Give your phase a name. This name will only appear in Content & Apps.
•
Show votes for submissions in gallery: This box is checked by default. Unchecking it will remove the vote
count from the submissions in the gallery.
•
Enable Multiple Submissions: Check this box if you want users to be able to submit more than one entry
to your contest. If you check the box, two drop down menus will appear, allowing you to choose how many
submissions you want to allow per time period. The options available for time period are: Per Day, Per Week,
and Per Month. If you select Per Week, there will be an option for a Sunday to Saturday week, or a Monday to
Sunday week.
Start/End Date - Choose a start and end date for this phase.
Phase Header - Give your phase a name that will appear on Facebook.
Phase Description - Describe what is happening in this phase and any important details about it.
Enable Voting - Check this box if you want users to vote on entries during this phase. either per day or per
phase.
Note: Multiple submissions are limited in when they can be submitted by how many submissions are
allowed. For example, if you choose to allow 2 submissions per day, users will be able to submit once
every 12 hours.
Submission Tags
If you want certain submissions to appear in this phase, you’ll need to add a Submission Tag to those entries and add that
tag here. Check the box labeled Enable Submission Tagging, then use the Submission Tag for this Phase dropdown
to select the Submission Tag (which you created in Basics) that you want to use in this phase.
Share Options
245
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
When a user shares this contest on Facebook, you can set how the following items in the Share dialog will appear:
•
•
•
Title - Choose a title. We suggest either the contest name or the phase name.
Image - You can upload an image from your computer.
Description - Give a short description to encourage users to participate in the contest.
Phase Pages
Each phase can have multiple pages as part of the phase. Use the on/off radio buttons to choose which pages you want
to appear in this particular phase. If you choose to turn a page on, click Show to see your options for that page.
•
Landing Page - The landing page is a static image the user will click to start the phase. You can upload an
image from your computer.
•
Submissions - If you have submissions enabled for this phase, you can have an image display on the entry
form, and a thank you banner display after the user has submitted their entry. You can also have the Thank You
banner act as a link to an outside page. Enter the URL you want the user to be taken to in the text field.
•
Gallery - If you want submissions to display in a gallery, you will set up the options for that here. Use the Gallery
Image Layout dropdown to choose how many submissions will display on each page of the gallery. You can also
have intro text that will appear above the submission thumbnails. Enter the text into the text field labeled Gallery
Intro Text. If you would like the gallery to have an image banner at the top of the page, you can upload that here.
•
Leaderboard - You can have the submissions with the most votes appear in a leaderboard on your contest. Use
the Leaderboard Image Layout dropdown to choose how many submissions will display on each page of the
Leaderboard. You can also have intro text that will appear above the Leaderboard thumbnails. Enter the text into
the text field labeled Leaderboard Intro Text. If you would like the Leaderboard to have an image banner at the
top of the page, you can upload that here.
Once you have finished setting all the options for the phase, click Save this Phase at the bottom of the page.
About the Contest Entry Form Tab
The Entry Form tab is where you will build the entry form for users to enter your contest.
The form fields are divided into two categories: Standard and Custom. Standard fields are field such as Name and Email
Address, which require specific information. Custom fields allow the user to enter their own information and give you
various methods to allow that, like Labels, Long Answer and Text Area.
To add a form field to your entry form:
Hover over the field name. A plus sign depicted in green appears. Click in the field and it will appear in the form space.
After you have added a form field, you can move it above and below other fields you have added by dragging and
dropping.
Multiple Media Entries
You can allow users to submit multiple media entries with their entry form. So you can allow them to enter two photos, or
a photo and a video, etc. Say you are running a contest for your weight loss drink; people can enter a before and after
photo of themselves for the contest.
All you need to do is drag two Media Upload fields into your form.
246
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Editing a Field
If the field doesn't do exactly what you want it to, you can edit certain aspects of it.
Edit the field by clicking the field to select it, then clicking the pencil icon. The menu changes to the Edit Field area. Each
field has different editable options, so you will have to check to determine which options are available. However, there are
several editable fields that are universal.
•
Field Labels - Change what the label of the field says. For example, you can change "last name" to say
"Surname".
•
Validation - Checking the required box makes the user have to verify the information they enter into that field.
They can verify it by email, zip code, or URL, which you select from the dropdown.
•
Make Answer Visible on Facebook - If you check this box, the answer the user enters into the field will be
visible on their entry on Facebook.
•
User Instructions - Any text you enter here will appear beneath the field. If the field needs specific instructions,
this is the place to enter them.
•
Additional CSS Classes - If you want this field to be styled in a specific way, you can enter that code into this
box.
Once you are finished adding and editing fields, click Save.
About the Contest Options Tab
The Options tab is where you can add four different types of information to your contest: Terms and Conditions, Contest
Rules, Frequently Asked Questions, and Privacy Policy
You can either manually enter this info yourself in the provided text field, or enter a URL that hosts that information.
However you enter the information, it will appear as a link on your contest.
Advanced Options
Your contest will display on Facebook using our default theme. If you want to change its appearance, you can do so by
linking to a theme folder in this section. The theme you link to can contain external stylesheets, JavaScript, or layout files.
Copy and paste the URL of the theme folder you want to link to in the text field.
Note: Please make sure to use a secure URL for accessing your theme folder.
Once you are finished entering options, click the green Save Options button.
247
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Contests Grid
After you have created and configured your contest, it will appear in the Contests Grid on the Contests tab. From the
Contest Grid, you can edit your contest, and view or moderate your contest submissions.
Moderating Contest Submissions
Once your contest has begun, you will need to view and/or moderate the contest submissions. To do this, you’ll need to
go to the Contest Grid on the Contests tab.
Prerequisites
To moderate contest submissions
Steps
1. Find the contest you want to moderate in the grid and click View/Moderate.
The Submissions area for that specific contest appears, and it will display all submissions to the contest.
2. Download all of the information from those submissions in a CSV file by clicking the Click Here text.
From the Submissions Grid, you can delete submissions and assign submissions tags, either for
individual submissions or in bulk. All the submissions tags you created in the Basics area will appear
both on each submission and at the bottom of the grid.
3. To add a submissions tag to every submission at once do the following:
4. Check the Select All checkbox at the top of the Submissions Grid, then click the tag you want to add
from the list at the bottom of the grid.
Any actions you do on the Submissions area will be automatically saved.
The Coupons Module
You can quickly and easily add promotional coupons to your Content & Apps view by adding the Coupons module. This
module does most of the work for you, providing an easy "Print" option for your visitors. What's more, each coupon is
personalized with the user's Facebook name and a coupon code that you create.
Adding the Coupons Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to ViewsContent & Apps help topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
248
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Metrics Recorded for the Coupons Module
Content & Apps captures metrics for:
•
•
Module views
Coupons printed
Customizing the Coupons Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Details
A coupon's default size is 506 x 506 pixels, with a max size of 810 pixels. Any size image will be scaled down.
What Can I Customize?
•
•
•
•
Background around the coupon image
Coupon size can be made smaller
Can add a border
The overlay is editable
What Is Not Customizable?
•
•
The coupon preview, the "View Coupon" image, is not editable.
"Click to View Coupon" text cannot be changed. However, you can replace it with an image.
Class Name Constants
There are 2 class name constants for a Coupons module:
•
•
coupons
module_container
Related Topics
•
The CSS Override Module
Creating a Coupon
To begin, you will need an image of your coupon in JPEG, GIF, or PNG format.
Prerequisites
249
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
When you drag-and-drop a Coupons module onto a view, it will automatically open to the edit page for that module. To
add a coupon to a module you've already created:
Steps
1. In the Coupons module, expand the Controls menu to display your options.
2. Click Add Coupon. A window will appear.
3. Title your coupon and give it a code, if you wish. These will appear on the coupon when it is printed. The
code is for your reference; for example, to track campaigns.
4. You can also require users to login to display the coupon. Click the check box to enable this option.
5. To upload your coupon image, click Choose File. Find the image you created and click Open.
You can only have one image on each Coupon module. Trying to add additional images will cause an
error.
6. Once you have uploaded your image, click Create Coupon. Your coupon will appear in the module.
Result
You will need to check the printable version of your coupon, which your customers will present for
redemption. After clicking Create Coupon, a Print link appears on the layout page. Click that link to
open the printable coupon on another tab or window in your browser.
Note: Once a coupon is created, it can’t be modified. However, you can create a new one with the correct
information, and delete the old.
The Coupons.com Module
With the Coupons.com module, your module works directly with Coupons Inc. to generate a coupon on your view.
Adding a Coupons.com Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface.
For more information, refer to the Building a View: Adding Modules and Content to Views Content & Apps help topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on Facebook until you click Publish.
Note: This module works in any position on your view.
Saving Your Settings
Once you have finished configuring your module, click Update to save your changes.
Related Topics
250
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
The Coupons Module
Adding A Coupon To A Coupons.Com Module
Adding a Coupon to a Coupons.com Module
When you drag-and-drop a Coupons.com module onto a view, it will automatically open to the edit page for that module.
Use this task to set up a module you have already created.
Steps
1. In the Coupons.com module, expand the Controls menu to display your options.
2. Click Edit Module. You will be taken to the Edit Coupons.com Module section.
Result
There are five required fields to fill out to configure your module:
•
Image URL: Enter the URL for the image you want to use as your coupon. If you want to host the image on
the Oracle Coupons & Apps server, click the Manage Graphic Assets link at the bottom of the module library.
Upload the image there and copy the URL. Open the edit section for the module and paste the host URL into the
field.
•
•
•
•
Offer Code: Enter the offer code from Coupons.com
Short Key: Enter the short key from Coupons.com
Long Key: Enter the long key from Coupons.com
Confirm Code: Enter the confirm code from Coupons.com
Related Topics
•
•
The Coupons Module
The Coupons.Com Module
The CRM On Demand Form Module
You can quickly and easily create a custom form where users can enter their information directly on your view. You will
then be able to download the results in Content & Apps and will be sent to the CRM On Demand system.
Oracle Social Marketing customers who also have CRM On Demand will be able to access this module.
Note: This module is only turned on by request. Please contact Oracle Support to request access.
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, a combination of the following will be displayed:
251
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
You can select to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full width module position.
Adding a CRM On Demand Form Module to a Content & Apps
View
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, refer
to the Building a View: The View Layout and Adding Modules and Content topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, CRM On Demand, Fusion CRM, Newsletter,
Siebel, Sign Up, Survey, Sweepstakes) on a view at a time. You can have one Forms module and a Contest
module.
Setting Up Your CRM On Demand Form Module
When you drag-and-drop a CRM On Demand Form module onto a view, it will automatically open to the edit page for that
module. There are four sections you can do edits or set up tasks: Campaigns, Form Fields, Images, and Options.
About the Form Fields Section
You can start building your custom form by choosing which fields you want users to fill out. In the Add Fields section are
two categories of fields: standard and custom. Standard fields have set values (though you can edit them) and custom
fields allow you to set values.
To add a field to your form: Just click the field and it will appear in the layout area. After you've added a field, you can
drag & drop the fields to rearrange them on the layout.
To edit a field: After you've added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil icon
will appear.
You can edit the following ways:
•
Field Labels - What you want the field to be called, or what you want a user to enter.
252
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
•
Validation - You can have the field be required and by what means.
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field: After you add a field, click on it and a small X and a pencil icon will appear. Click the X and the field will
delete.
About the Images Section
If you want to have a landing page to start your user's custom form experience, or a confirmation page once they have
submitted their entry form, you will set them on this page.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for
the module position you are going to place the CRM On Demand Form module into. The image sizes for module
positions are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image:
In the Landing Page section, click Upload Image. Select the image you want from your computer and click Open. The
image will appear in a preview in the section.
To upload a Confirmation Page image:
In the Confirmation Page section, lick the Upload Image button. Select the image you want from your computer and click
Open. The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image
You can also have the Confirmation Page image act as a link to a URL you specify, so when the user clicks the URL, they
will be taken to an external site. To have the image act as a link, paste the URL into the Link URL field.
About the Options Section
In the Options area, you can set specifics for three areas: Submissions, Legal, and Share.
Submission Restrictions
Use the drop-down menu to set how many times a user can make a submission to your form. You can select from the
following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week.
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
253
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Legal Options
If your form sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields
provided. These will appear as links at the bottom of the form portion of the form sign up. When a user clicks one of these
links, it will open in a popup over the module with the full text displayed.
Share Options
A Facebook Share button will appear on each page of the CRM On Demand Form you create, that a user can click at any
time to share the form on their news feed. You can customize certain parts of the details that are in the Share post - the
title, caption, description, and image.
To edit any of these items, click in the text field and enter the information you wish to be displayed. If you want a specific
image to appear from this share, you can upload one from your computer by clicking Upload Image.
Saving Your CRM On Demand Form
Once you have finished setting up or editing your custom form, click the green Save.
About Metrics Recorded for the CRM On Demand Form Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Related Topics
•
•
•
The Fusion CRM Form Module
Selecting Campaigns
Downloading CRM On Demand Form Submissions
Selecting Campaigns in the CRM On Demand Form Module
To use your CRM On Demand campaigns in your form, you'll need to login to your CRM On Demand account and select
the campaigns you want to use.
Steps
1. On the Campaigns tab, you'll see a section to enter your CRM On Demand username and password.
2. Enter the CRM On Demand Service URL.
3. Enter the Campaign code you want to use or create a new one in the New Campaign Name field.
254
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
4. Click Link to Campaign to connect to CRM On Demand. Related Topics The Fusion CRM Form
Module Content & Apps Table of Contents SRM Knowledge Base Home Page AND MAIN CRM ON
DEMAND FORM MODULE TOPIC
Downloading CRM On Demand Form Submissions
Once you have placed the custom form module on your view and made it live, you can begin to collect submissions. You
can download these submissions results as a CSV (comma separated value) file to your computer.
Steps
1.
2.
3.
4.
Log into Content & Apps and go to the view that your module is placed on.
On the CRM On Demand Form module, click the Controls menu, then click Edit Module.
Click the Submissions section.
Click the Download submissions in CSV link. A dialog box will appear allowing you to save the CSV file.
Result
Related Topics
•
•
The Fusion CRM Form Module
CRM On Demand Form Module
The CSS Override Module
The CSS Override module lets you choose the version of CSS styling you want for a specific view, rather than your whole
account. This module is a great shortcut for making your view go from 520 px to 810 px. .
Adding the CSS Override Module to a Content & Apps View
You can find the CSS Override module in the Custom section of the Module Library. All modules are added to a view in
the same way with our drag-and-drop interface. For more information, refer to the Building a View: The View Layout and
Adding Modules and Content Content & Apps help topic.
Once you have added the module and given it a name, it will open for you to edit it or add content. Back on the View
layout, expand the Controls menu to display your options. This menu will not appear on your published view.
Choosing Your CSS Version
When you drag the CSS Override module onto your view, it will display a popup window with a couple of options.
First, click the radio button for the version of CSS you want to use. You can choose from:
255
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
2012 CSS: This version of CSS gives your views a look-and-feel closer to Facebook's style, and allows you to
expand your view to 810 pixels.
•
Legacy CSS: This version of CSS keeps your view in our original styling, and can only use a 520 pixel view
width.
Note: If you select 2012 CSS, you have the option to expand your view to 810 pixels. Check the Expand your
View Layout box and the page will refresh, expanding the Layout to 810 pixels.
HIding the Module
Since this module is just controlling CSS, you probably won't want it appearing on your view. To make the module
invisible, clear the Header and Borders check boxes on the module control bubble.
We also suggest placing it near the bottom of your view, so it won't be in the way of the modules you can view on
Facebook
The Custom Form Module
You can quickly and easily create a custom form where users can enter their information directly on your view. You will
then be able to download the results in Content & Apps.
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, they will see a combination of these things:
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
You can choose to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full width module position.
Adding a Custom Form Module to a Oracle Social Marketing
Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information refer to the
Building a View: The View Layout and Adding Modules and Content topic.
256
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, Newsletter, Sign Up, Survey, Sweepstakes)
on a view at a time. You can have one Forms module and a Contest module.
Setting Up Your Custom Form Module
When you drag-and-drop a Custom Form module onto a view, it will automatically open to the edit page for that module.
There are three sections you can edit/set up: Form Fields, Images, and Options.
About the Form Fields Section
You can start building your custom form by choosing which fields you want users to fill out. From the Add Fields section
which has two categories of fields: standard and custom. Standard fields have set values (though you can edit them) and
custom fields allow you to set values.
To add a field to your form: Just click the field and it will appear in the layout area. After you've added a field, you can
drag & drop the fields to rearrange them on the layout.
To edit a field: After you have added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil
icon will appear.
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field be required and by what means.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field after you add a field, click on it and a small X and a pencil icon will appear. Click the X and the field will
delete.
About the Images Section
If you want to have a landing page to start your user's custom form experience, or a confirmation page once they have
submitted their entry form, you will set them on this page.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for the
module position you are going to place the Custom Form module into. The image sizes for module positions are:
•
•
Left: 300 pixels
Right: 494 pixels
257
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
Full: 810 pixels
To upload a Landing Page image:
In the Landing Page section, click Upload Image. Select the image you want from your computer and click Open. The
image will appear in a preview in the section.
To upload a Confirmation Page image:
In the Confirmation Page section, click Upload Image. Select the image you want from your computer and click Open.
The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image:
You can also have the Confirmation Page image act as a link to a URL you specify, so when the user clicks on it, they will
be taken to an external site. To have the image act as a link, paste the URL into the Link URL field.
About the Options Section
In the Options area, you can set specifics for three areas: Submissions, Legal, and Share.
Submission Restrictions
Use the drop-down menu to set how many times a user can make a submission to your form. You can choose from the
following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week.
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Legal Options
If your form sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields
provided. These will appear as links at the bottom of the form portion of the form sign up. When a user clicks on one of
these links, it will open in a popup over the module with the full text displayed.
Share Options
A Facebook Share button will appear on each page of the Custom Form you create, that a user can click at any time to
share the form on their news feed. You can customize certain parts of the details that are in the Share post - the title,
caption, description, and image.
To edit any of these items, click the text field and enter the information you wish to be displayed. If you want a specific
image to appear from this share, you can upload one from your computer by clicking Upload Image.
Saving Your Custom Form
Once you have finished setting up or editing your custom form, click the green Save.
258
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Metrics Recorded for the Custom Form Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Related Topics
•
•
The Events Module
Downloading Custom Form Submissions
Downloading Custom Form Submissions
Once you have placed the custom form module on your view and made it live, you can begin to collect submissions.
You can download these submissions results as a CSV (comma separated value) file to your computer. Use this task to
download the submissions.
Steps
1.
2.
3.
4.
5.
Log into Content & Apps and go to the view that your module is placed on.
In the Coupons module, expand the Controls menu to display your options.
Select Edit Module
Click the Submissions section.
Click the Download submissions in CSV link. A dialog box will appear allowing you to save the CSV file.
Related Topics
•
•
The Events Module
Custom Forms
The Events Module
The Events module is tied into Facebook's events system. When you put an Events module on your Content & Apps view
and import an event, all the information for that event will display on your module. Users can also click through to RSVP to
the event, and see all guests for the event.
Adding an Events Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: The View Layout and Adding Modules and Content in Content & Apps topic.
259
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View Layout, is the Controls menu. Expand this menu to display available options. This menu will not appear on your
published view and your new module will not appear on your Facebook Tab until you click Publish.
Adding and Event in the Module
When you drag-and-drop an Events module onto a view, it will automatically open to the edit page for that module. To add
an event to a module you have already created:
In the Events module, expand the Controls menu to display your options.
Importing Events
To add events to display on your module, click the Import Event button on the edit page. A modal will open letting you
paste in the Event ID from Facebook. The Event ID is the series of numbers on the URL for the event. Paste the Event ID
into the provided box, and the module will populate with the details of your event.
About Metrics Recorded for the Events Module
Content & Apps captures metrics for:
•
•
•
•
Module views
RSVP click-thrus
Guest click-thrus
See all guests click-thrus
Customizing the Events Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
What Can I Customize?
The following items in Events are customizable:
•
•
Colors and fonts for any of the text in the event
background
What is Not Customizable?
The layout will always be three separate stacked boxes in the following order:
•
Event name and time
260
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
Description
Guests
Class Name Constraints
There are two class name constants for an Events module:
•
•
events
module_container
The Fan Counter Module
With the Fan Counter module, your module will display the total amount of fans who have Liked your Facebook Pages on
a digital meter.
Adding a Fan Counter Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: The View Layout and Adding Modules and Content Content & Apps help topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on Facebook until you click Publish.
Note: This module is configured to display best in the full width module position.
About the Counter Theme Options Section
The Counter Theme Options section allows you to select a theme for your Fan Counter module, the colors that the
numbers and background will be displayed in, from a drop-down list. You can select from:
•
•
•
Light: Blue numbers on a light gray background. A preview of this theme will display below the drop-down list.
Dark: White numbers on a black background. A preview of this theme will display below the drop-down list.
Custom: You set how you want the module to look. You can set these in the Options area below the drop-down
list:
•
•
•
Font: Enter the HTML color code or select a color using the provided color picker.
Background: Selecting the Off option will hide the background, completely, displaying only the numbers.
Background Color: If you have the background turned on, you can select the color you want by entering
the HTML color code or choosing a color using the provided color picker.
261
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Counter Pages Section
The Counter Pages section is where you add and remove the Facebook Pages you want included in the Fan Counter.
Page List Options
You have four choices for how you want your list of Facebook Pages displayed. Click the option that you want:
•
•
Hide List: Hides the Facebook Page list, only displaying the actual Fan Counter
•
•
Show fan count: Displays the total fan count for each Facebook Page in the list.
Show Like buttons: Displays a Like next to each Facebook Page name in the list. The Like button will also
display the total fan count for that Page.
Show Page names only: Displays the list of Facebook Pages with names only.
Sorting Options
You can select to sort your list of Facebook Pages and select the order of that sort.
Order Pages: Select the order for how your Pages are sorted:
•
•
•
•
Ascending: If you select this option, you can also select to your Pages alphabetically or by fan count.
Descending: If you select this option, you can also select to your Pages alphabetically or by fan count.
Random
Manually
Page List
Enter the names of the Facebook Pages you want included in the Fan Counter module here. You'll find the name of your
Facebook Page at the end of the Facebook URL.
For example: http://www.facebook.com/OracleSocial
Where OracleSocial is the Facebook page name.
To add another Facebook Page name field:
Click Add New Page.
To remove a Facebook Page from your list:
Click the Remove text link next to the Facebook Page you want to remove. A popup will ask you to confirm your choice,
click OK, and the Page will be removed.
Saving Your Settings
Once you have finished configuring your module, click Update to save your changes.
262
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Related Topics
•
The Events Module
Adding a Theme and Page to a Fan Counter Module
When you drag-and-drop a Fan Counter module onto a view, it will automatically open to the edit page for that module.
Use this task to set up a module you've already created.
Steps
1. In the Fan Counter module, expand the Controls menu to display your options.
2. Click Edit Module. You will be taken to the Edit Fan Counter Module section.
Result
This module's configuration is separated into two sections: Counter Theme Options and Counter
Pages. You can toggle between these by clicking the header.
The Fan Media Module
The Fan Media module creates a place on your page where your fans can upload and display their own photos and
funny pictures. We've also built in moderation, so you can make sure that only the content you think is appropriate will be
displayed.
Adding a Fan Media module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to
theBuilding a View: The View Layout and Adding Modules and Content Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout expand the Controls menu to display your options. This menu will not appear on your published view and your
new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Fan Media Module
Content & Apps captures metrics for:
•
•
Module views
Photos uploaded
263
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Customizing a Fan Media Module
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Details
•
•
•
•
The upload text field has no character limit.
The upload text does not support HMTL.
The image thumbnail will display as 150 x 150 pixels.
The image popup will scale to display at a max width of 810 pixels.
The module will display images in the following ways in each sector:
•
•
•
Right - three images at a time horizontally. It paginates after the 4th photo is added.
Left - three images vertically. It paginates after the 4th is added.
Top/Bottom - 4 images horizontally. It paginates after the 4th photo is added.
What Can I Customize?
•
•
Buttons
Font, color and size of the upload text.
What is not Customizable?
•
Upload text always appears below the images.
Class Name Constants
There are 2 class name constants for a Fan Media module:
•
•
medias
module_container
Related Topics
•
•
•
The Flash Module
Setting Up Your Fan Module
Moderating Your Fan Module
264
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Setting Up Your Fan Media Module
When you drag-and-drop a Fan Media module onto a view, it will automatically open to the edit page for that module. Use
this task to set up a module you've already created.
Steps
1.
2.
3.
4.
In the Fan Media module, expand the Controls menu to display your options.
Click Edit Settings. You will be taken to the Content tab within the module
Click the Settings tab.
Moderation is automatically on for this module. If you want images to automatically display in this
module, clear the option on this page.
5. If you want any text to appear on the module above the Upload button, enter it here in the text field
provided.
6. When you are finished, click Save Changes. For more information, refer to the Fan Media Module
topic.
Moderating Your Fan Media Module
Use this topic to moderate your Fan Media module
Steps
1.
2.
3.
4.
In the Fan Media module, expand the Controls menu to display your options.
Click Edit Settings.
You will be taken to the Content tab within the module.
Any new images users have uploaded will be shown in the Pending area.
To approve an image, select the option on the image, select Accept from the Action drop-down list,
then click the OK button. The image will move into the Accepted section.
If an image is pending that you do not want displayed, select the option on the image, select Delete
from the Action drop-down list, then click OK. The image will be deleted.
Note: An image can be moved from the Accepted section back into Pending at any time. Select
the option on the image, select Move to Pending from the Action drop-down list, then click OK.
The image will be deleted.
5. Once you have moved an image into the Accepted section, it will appear on the Fan Media module on
Facebook. You do not have to click Publish to Facebook to make it appear. For more information, refer
to the Fan Media Module topic.
The Flash Module
The SWF module allows you to put Flash-based content on your Facebook tab.
265
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding a SWF Module to your View
All modules are added to a View in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: The View Layout and Adding Modules and Content in Content & Apps help topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published View and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Flash Module
Content & Apps captures metrics for:
•
Module views
Related Topics
•
The Flickr Module
Adding Content to a SWF Module
When you drag-and-drop a SWF module onto a view, it will automatically open to the edit page for that module. Use this
task to add content to a module you've already created.
Steps
1. In the SWF module, expand the Controls menu to display your options.
2. Click Edit SWF.
3. A dialog box will appear with several fields for you to fill out.
Note: Because Facebook does not allow Flash to play when a page loads, you must also include
a start image to display with your SWF file. The Oracle Social Marketing Content & Apps View
will trigger the Flash to play when the starter is clicked. The SWF and image file should be the
same width
4. Once you have finished uploading your SWF and starter image, click Update. For more information,
refer to the Main Flash Module topic.
The Flickr Module
With the Flickr module, you can easily add a Flickr photostream to your Content & Apps view.
266
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding a Flickr Module to a Oracle Social Marketing Content &
Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: The View Layout and Adding Modules and Content Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Flickr Module
Content & Apps captures metrics for:
•
•
•
•
Module views
Image click-thrus
Next clicks
Previous clicks
Customizing a Flickr Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Gifts Module
Adding Flickr Photostream
Adding a Flickr Photostream to a Flickr Module
When you drag-and-drop a Flickr module onto a view, it will automatically open to the edit page for that module. Use this
task to add photos to a module you've already created.
Steps
1. In the Flickr module, expand the Controls menu to display your options.
2. Click Edit Module. You will be taken to the Edit Flickr section.
3. Enter your Flickr user ID in the text field provided. Your Flickr ID will be in a format similar to:
"12037949632@N01". If you don't know your Flickr ID, you can look it up at www.idgettr.com.
4. Click Update.
267
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Result
Your module will now appear on your view with a photo from the Flickr photostream displayed. Users
can use the directional arrows to scroll through the photostream.For more information, refer to the
Flickr Module topic.
The Fusion CRM Form Module
You can quickly and easily create a custom form where users can enter their information directly on your view. You will
then be able to download the results in Content & Apps and will be sent to the Fusion CRM system.
Oracle Social Marketing customers who also have Fusion CRM will be able to access this module.
Note: This module is only turned on by request. Contact Oracle Support to request access.
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, they will see a combination of these things:
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's information was
successfully submitted.
You can choose to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full width module position.
Adding a Fusion CRM Form Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: The View Layout and Adding Modules and Content Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, CRM On Demand, Fusion CRM, Newsletter,
Siebel, Sign Up, Survey, Sweepstakes) on a view at a time. You can have one Forms module and a Contest
module.
268
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Setting Up Your Fusion CRM Form Module
When you drag-and-drop a Fusion CRM Form module onto a view, it will automatically open to the edit page for that
module. There are four sections you can edit/set up: Campaigns, Form Fields, Images, and Options.
About the Form Fields Section
You can start building your custom form by choosing which fields you want users to fill out. From the Add Fields section.
There are two categories of fields: standard and custom. Standard fields have set values (though you can edit them) and
custom fields allow you to set values.
To add a field to your form: Click the field and it will appear in the layout area. After you've added a field, you can drag &
drop the fields to rearrange them on the layout.
To edit a field: After you have added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil
icon will appear.
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field be required and by what means.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field: After you add a field, click it and a small X and a pencil icon will appear in the field. Click the X and the
field will be deleted.
About the Images Section
In the Images, you can configure a landing page to start your user's custom form experience, or a confirmation page once
they have submitted their entry form.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for the
module position you are going to place the Fusion CRM Form module into. The image sizes for module positions
are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image:
In the Landing Page section, click Upload Image button. Select the image you want from your computer and click Open.
The image will appear in a preview in the section.
269
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
To upload a Confirmation Page image:
In the Confirmation Page section, lick the Upload Image button. Select the image you want from your computer and click
Open. The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image
You can also have the Confirmation Page image act as a link to a URL you specify, so when the user clicks on it, they will
be taken to an external site. To have the image act as a link, paste the URL into the Link URL field.
About the Options Section
In the Options section, you can set specifics for three areas: Submissions, Legal, and Share.
Submission Restrictions
Use the drop-down list to set how many times a user can make a submission to your form. You can choose from the
following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week. Note: If you set
a submission restriction, the user will be asked to grant an app permission to check their voting identity.
Legal Options
If your form sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields
provided. These will appear as links at the bottom of the form portion of the form sign up. When a user clicks on one of
these links, it will open in a popup over the module with the full text displayed.
Share Options
A Facebook Share button will appear on each page of the Custom Form you create, that a user can click at any time to
share the form on their news feed. You can customize certain parts of the details that are in the Share post - the title,
caption, description, and image.
To edit any of these items, simply click the text field and enter the information you wish to be displayed. If you want a
specific image to appear from this share, you can upload one from your computer by clicking the Upload Image button.
About Metrics Recorded for the Fusion CRM Form Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Related Topics
•
•
The Events Module
Using The Campaigns Section
270
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
Downloading Fusion CRM Submissions
Using the Fusion CRM Forms Campaigns Section
To use your Fusion campaigns in your form, you'll need to login to your Fusion account and choose the campaigns you
want to use.
Steps
1.
2.
3.
4.
On the Campaigns tab, you'll see a section to enter your Fusion username and password.
Enter the Fusion Service URL.
Enter the Campaign code you want to use or create a new one in the New Campaign Name field.
Click Link to Campaign to connect to Fusion. For more information see the Fusion CRM Forms Module
Topic.
Downloading Fusion CRM Submissions
Once you have placed the Fusion CRM Form module on your view and made it live, you can begin to collect submissions.
You can download these submissions results as a CSV (comma separated value) file to your computer.
To download the submissions:
Steps
1.
2.
3.
4.
Log into Content & Apps and go to the view that your module is placed on.
Next to the Fusion CRM Form module is a Controls menu. Expand this menu, and click Edit Module.
Click Submissions.
Click Download submissions in CSV. A dialog box will appear allowing you to save the CSV file. For
more information, refer to the Fusion CRM Module topic.
The Gifts Module
With virtual gifting, your fans can share their love of your brand with their friends. Create your own eye candy — images
of festive bouquets, coffee mugs, beer steins, footballs, buttons, cars, you name it. — together with your brand's best
imagery in the form of a visual gift.
Then add a Gifts Module to your Oracle Social Marketing Content & Apps view, and let the giving begin. When a fan clicks
on a gift from your Facebook page, he or she can send it to any Facebook friend, along with a personalized message.
Adding a Gifts Module to a Content & Apps View
All modules are added to a view in the same way. For more information, refer to the Building a View: Adding Modules and
Content to Views Content & Apps topic for instructions.
271
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Your view will appear with your new module added. Back on the View layout, expand the Controls menu to display your
options. This menu will not appear on your published view. Your module will not appear until you publish your view.
About Metrics Recorded for the Gifts Module
Content & Apps captures metrics for:
•
•
•
Module views
Gifts viewed
Gifts sent
Customizing Gifts Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
•
•
By default, the gift images will display as 70 x 70 pixels. This is also the size in the Choose a Gift pop-up.
Also by default, the module will display 4 gifts per line. This is also the size in the Choose a Gift pop-up.
The preamble text has a limit of 21 characters.
The preamble and postamble images have a maximum width of 455 pixels.
The gift description that appears in the popup has no character limit.
What Can I Customize?
•
•
•
•
•
•
•
Colors
Fonts
Text
Borders
Buttons
Number of gifts per line - you can have up to 6 appear
The gift image size can be changed, by replacing the gift image itself plus the background of the link.
What is Not Customizable?
The gift image in the share popup cannot be changed - it will always be 70 x 70 pixels.
Class Name Constants
•
gifts
272
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
module_container
Related Topics The Google +1 Module Content & Apps Table of Contents SRM Knowledge Base Home Page—ALSO
topic
Related Topics
•
•
The Google +1 Module
Adding a Gift to a Gifts Module
Adding a Gift to a Gifts Module
Use this topic to add a gift to a Gifts module.
Steps
1.
2.
3.
4.
5.
In the Gifts module click the Controls menu to display your options.
Click the Manage Gifts button.
You'll be taken to the Upload Gift Images page. Click the Add Photos button to upload a gift image.
Select one or more photos from your computer (We suggest the dimensions 70 x 70 pixels).
If you would like a text caption to appear along with the gift image, click [Edit Caption], enter the text,
then click OK.
6. Once you have finished adding and editing images, scroll back to the top and click Other Settings.
7. In the Other Settings area, you can choose to add the following items:
•
•
•
•
•
Preamble - Add some short text to introduce your gifts
Button Label - Choose what text you want on the button you click to send a gift.
Gifting Dialog Copy - Add text that will appear when a user selects a gift to send.
Preamble Image - Upload an image that will appear next to your preamble text.
Postamble Image - Upload an image that will appear at the bottom of the module.
Result
After you finish configuring your module, you will need to publish it to make it appear on your
Facebook page. Click the Publish to Facebook button at the bottom or top of the view layout page.
For more information, refer to the The Gifts Module topic.
The Google + 1 Module
With the Google +1 module, users can +1 any URL you link it to and those +1s will show up on their profile.
273
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding a Google +1 Module to a Oracle Social Marketing Content &
Apps View
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Google +1 Module
Content & Apps captures metrics for:
•
Module views
Customizing Google+ Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Google Maps Module
Adding A URL to a Google +1 Module
Adding a URL to a Google +1 Module
When you drag-and-drop a Google +1 module onto a view, it will automatically open to the edit page for that module. Use
this task to add a URL to a module you've already created.
Steps
1.
2.
3.
4.
In the Google +1 Follow module, expand the Controls menu to display your options.
Click the Edit Module button. You will be taken to the Edit Google +1 section.
Enter the URL that you would like the Google +1 button to be connected to.
Click Update.
Result
Your module will now appear on your view with a Google +1 button displayed. Users will be able to
click the button and the button will change to display the number of clicks the button has received.
The +1s will appear in that user's Google +1 account profile.
Related Topics
274
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
The Google Maps Modules
Google +1 Module
The Google Maps Module
The Google Maps Module allows you to place a Google map of a specific location on your Oracle Social Marketing
Content & Apps view.
Adding a Google Maps Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Google Maps Module
Content & Apps captures metrics for:
•
Module views
Customizing Google Maps Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The HTML Module
Adding a Location to the Google Maps Module
Adding a Location to the Google Maps Module
When you drag-and-drop a Google Maps module onto a view, it will automatically open to the edit page for that module.
To add a location to a module you have already created complete the following task.
Steps
1. In the Google Maps module click the Controls menu to display your options.
275
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
2. If you want your module to have a header, check the box labeled Header. The text in the header will be
you have named the module.
3. Click the Edit Module button and you'll be taken to the Edit Module page.
4. To set up a map, enter an address into the Address field. You can also add information about the map
in the Info field.
5. To display how your map will appear, click the Update Preview button. The map will reload to reflect the
address you have entered into the Address field as a red location pin on the map.
6. When you have finished configuring the module, click the Update button.
Result
The module will now appear on your profile. When you click the location pin on your map, any text
you entered into the Info field will display in a bubble above the pin. You can drag the map around to
display the area around your location pin.
The HTML Module
The HTML module allows you to create custom content using HTML.
Important: If you are not familiar with HTML or other kinds of web code, do not use this module.
Adding HTML Modules
All modules are added to a view in the same way. Refer to the Building a View: Adding Modules and Content to Views in
Content & Apps topic for instructions.
Your view will appear with your new module added. Back on the View layout, expand the Controls menu to display your
options. This menu will not appear on your published view. Your module will not appear until you publish your view.
About Metrics Recorded for the HTML Module
Content & Apps captures metrics for:
•
Module views Related Topics The iframe Module Content & Apps Table of Contents SRM Knowledge Base
Home Page AND TOPIC
Related Topics
•
•
The iframe Module
Creating Custom Content in HTMLModules
276
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Creating Custom Content in HTML Modules
Steps
1.
2.
3.
4.
When you add the module and name it, the Edit HTML Module box will pop up.
Add HTML and/or CSS code into the box. Whatever you can code can appear in this module.
When you are finished adding code, click Update.
Your completed module will appear on your View
Result
For more information see the HTML Module topic.
The Instagram Feed Module
With the Instagram Feed module, your module will display a feed of photos uploaded to Instagram from one of three
options: a single user, a single hashtag, or a feed of popular photos Instagram-wide.
Adding Instagram Moderation Modules to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on Facebook until you click Publish.
Note: This module is configured to display best in the full width module position.
Related Topics
•
•
The Instagram Moderation Module
Adding Instagram Accounts to Instagram Feed Modules
Adding Instagram Accounts to Instagram Feed Modules
When you drag-and-drop an Instagram Feed module onto a view, it will automatically open to the edit page for that
module. Use this task to set up a module you have already created.
Steps
1. In the Instagram Feed module, expand the Controls menu to display your options.
2. Click the Edit Module button. You will be taken to the Edit Instagram Feed Module section.
3. Click Sign in with Instagram. A dialog box will appear, asking you to allow access to your Instagram
account. Click the button, and you'll be taken to a screen to enter your Instagram user name and
password.
277
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Result
There are several settings to configure your module.
Display Type
Choose how Instagram will choose the photos that will appear on your module:
•
•
Popular Media - Displays photos that are popular on Instagram, taken from all users' feeds.
•
Multiple User Accounts - Displays photos from multiple users' acounts. Enter the usernames you want to pull
from in the provided text field, separated by commas.
•
Hashtag - Displays photos that have a particular hashtag, taken from all Instagram users' feeds. Enter the
hashtag you want to pull from in the provided text field.
User Account - Displays photos from one user's account. Enter the username you want to pull from in the
provided text field.
Display Options
There are several display options for you to choose from.
•
Social Options - Click the icons for the social networks you want displayed on the photos once they are
expanded.
•
PhotoGrid - Choose whether to turn PhotoGrid on or off. Turning it on takes the seven most recent photos and
showcases them in a slide show.
•
Photo Count - Choose how many photos you want displayed on the module, with a max of 35. If you have
PhotoGrid turned on, you need a minimum of seven photos, 14 if you want the grid to rotate images.
Once you have finished configuring your module, click the Update button to save your changes.
The Instagram Moderation Form Module
With the Instagram Moderation, your module will display a moderated feed of photos uploaded to Instagram specific to a
user account or tags.
Adding Instagram Moderation Modules to a Content & Apps View
All modules are added to a view in the same way with our dratg-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to ViewContent & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on Facebook until you click Publish.
Note: While this module works in any position on your view, it displays best in the full width module position. Be
sure to turn the modules headers and boarders off, as this may cause your module to display incorrectly.
278
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Using the Settings Section
The Settings area of the module is in three parts: General, Layout, and Social. We'll go through these one by one.
General
These options let you set which photos will appear on your module:
•
Campaign Name - Enter a name for this module. This will help you remember what you set up this module to
include. This name will not appear anywhere on your module once it's been published.
•
Pull Photos Based On - You can select to have photos display from: Users, Tags, or Users and Tags. Click the
radio button for the option you want. Whichever option you select, fields will appear for you to enter info for those
options:
•
•
Instagram Username - Enter the Instagram username you want to display in the module.
Tags - Enter up to 10 Instagram hashtags that the module will use to pull photos onto the display.
Note: Do not include the #sign with the tags and separate each hashtag with a comma.
•
Moderation - Select whether you want to moderate which photos will appear in the module. If you select to
moderate the photos, all photos will appear on the Moderation tab in the Edit section of the module.
•
Reset Your Content - Clicking this button will delete all the photos in Moderation.
Layout
These options let you decide how you want the photos to display on your module.
Select if you want your images to be laid out in a grid or full layout:
•
•
Grid - Displays your image as a grid, 20 images per page.
Full - Displays one large image, with a series of smaller images along the bottom. You can select to display
seven, 14, 21, or 28 images beneath the large image.
If you want the Instagram username to appear under the thumbnails, click the radio button for that.
Social
Select which social network options you want displayed along with the photos: Facebook, Twitter, Pinterest, and Google+.
Click the icon to select it.
With Facebook, you can enable Liking, Sharing, and/or Commenting.
Saving Your Settings
Once you have finished configuring all your settings, click Submit on any page to save your settings.
279
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Moderation Section
The Moderation tab is where you can manually select which photos you want to display on your module. The photos that
meet the criteria you set on the Settings tab will appear in a list, displaying the following info:
•
•
•
•
•
•
User account name and profile image
Photo description and tags
Thumbnail of the photo
Number of clicks (views) of the image
Number of shares of the image
Status - whether you have approved the image or not
Approving Individual Posts
To approve an image, select the check box under the Status column. The status will change to Approved and the photo
will automatically appear on your module.
Approve All
You can approve all the photos in your Moderation queue at once by clicking Approve All above the status column.
Export Submissions
You can export all the photos in your Moderation queue as a CSV file by clicking Export Submissions
Related Topics
•
•
The Instagram Feed Module
Adding Instagram Accounts to Instagram Moderation Modules
Adding Instagram Accounts to Instagram Moderation Modules
When you drag-and-drop an Instagram Moderation module onto a view, it will automatically open to the edit page for that
module. Use this topic to add an account to a module you've already created.
Steps
1. In the Instagram Moderation module, expand the Controls menu to display your options.
2. Click the Edit Module button. You will be taken to the Edit Instagram Moderation Module section.
Result
This module's configuration is separated into two sections: Settings and Moderation. You can toggle between the two by
clicking the appropriate header button. For more information, refer to the Instagram Moderation Module topic.
280
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The iframe Module
The iframe module lets you easily display external content, via URL, into your tab using an iframes.
IMPORTANT: If you are not familiar with web design or web languages, do not use this module.
Adding an iframe Module
All modules are added to a view in the same way with our drag-and-drop interface. To get more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back in the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
About Metrics Recorded for the iframe Module
•
Module views
Related Topics
•
•
The JSON Module
Adding Content to an Iframe Module
Adding Content to an iframe Module
When you drag-and-drop an iframe module onto a view, it will automatically open to the edit page for that module. Use
this topic to edit a module you've already created.
Steps
1. In the iframe module, expand the Controls menu to display your options.
2. Click Edit Module.
3. You will have three options to fill out for this module: Enter URL, Width and Height.
Result
Note: If you enter a URL, you must use https:// for the intro. Omitting the s will cause an error. For more
information, refer to the iframe Module topic.
281
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The JSON Module
The JSON module allows you to create custom content using JSON language. You can also use HTML and CSS in this
module.
IMPORTANT: If you are not familiar with the JSON language, do not use this module.
Adding JSON Modules
All modules are added to a View in the same way with our drag-and-drop interface. To get more information on this, refer
to the Building a View: Adding Modules and Content to ViewsContent & Apps help topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published View and
your new module will not appear on your Facebook tab until you click Publish.
About Metrics Recorded for the JSON Module
•
Modules views
Related Topics
•
•
The Like Module
Adding Content to JSON Modules
Adding Content to JSON Modules
When you drag-and-drop a JSON module onto a view, it will automatically open to the edit page for that module. Use this
topic to edit a module you've already created.
Steps
1. In the JSON module, expand the Controls menu to display your options.
2. Click Edit Liquid Template.
3. You will have two areas to edit/add code to: Liquid Template and URL. For more information, refer to
the JSON Modules topic.
The Like Module
With the Like module, users can Like any Facebook Page you link to with one click.
282
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding Like Modules to Oracle Social Marketing Content & Apps
Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Like Module
Content & Apps captures metrics for:
•
Module views
Customizing a Like Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The MailChimp Module
Adding Facebook Pages to Like Modules
Adding Facebook Pages to the Like Module
When you drag-and-drop a Like module onto a view, it will automatically open to the edit page for that module. Use this
topic to add a Facebook page to a module you've already created.
Steps
1. In the Like module, expand the Controls menu to display your options.
2. Click the Edit Module button. You will be taken to the Edit Like section.
3. To choose which Facebook page you want the Like button to link to, select it from the dropdown menu
next to Facebook Page. Only pages that you are an admin of will appear in this menu.
4. If you want to change the style of the Like button, choose from the drop-down list next to Like Button
Style. You can choose from three styles: standard (wide) layout, horizontal condensed, and vertical
condensed.
5. You can choose to display the profile pic of the users who click the Like button. Check the box next to
Display Profile Pic.
Note: This only applies to the standard layout style.
283
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
6. If you would like text before or after the Like button, enter it in the Preamble and/or Postamble text
fields.
7. Once you are finished configuring the module, click the Update button .For more information, refer to the
Like Module topic.
The Like Gate Module
The Like Gate module helps your fan-gated content work smoothly in the new Facebook Timeline page layout for brands.
The module adds a Like button to views that users will click to see fan-gated views.
Adding Like Gate Modules to a Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Note: This module should be added to the non-fan-gated view that leads users to the fan-gated view.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Related Topics
•
Adding Facebook Pages to the Like Module
Connecting the Like Gate Module to the Fan-Gated View
This topic describes how to connect the Like Gate module to the Fan-Gated view.
Prerequisites
Note: When you drag-and-drop a Like Gate module onto a view, it will automatically open to the edit page
for that module. Expand the Controls menu, to access options.
Steps
1. When the module opens the Edit page, you'll see a text field for view URL. Enter the URL of the view
you want only Fans of your Page to be able to see.
Note: You can find the View URL by going to the view on Facebook and copying it. The view
must be published before you can get the View URL.
2. Click Update.
Result
The Like button will now appear on your view. When a non-Fan clicks the Like button, the view will
refresh and display the fan-gated view.
284
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The MailChimp Module
MailChimp is an email marketing service that enables users to create custom email campaigns. Oracle has partnered with
MailChimp to create a module where fans can sign up for your MailChimp email list right from your Facebook tab.
Adding MailChimp Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Customizing MailChimp Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
Neither text field has a set character limit
The text fields do not support HTML
The following text appears when you first add a MailChimp module to your View layout:
MailChimp is waiting to be set up. Do not keep the monkey waiting. This text will disappear once you set up
MailChimp and will never appear live on Facebook.
•
After you have set up your MailChimp in Content & Apps, when you look at the module in the View layout, the
following text will appear under the header:
Mail Chimp module is all setup and users will be able to subscribe from Facebook. This text will not appear when
the module is live on Facebook.
What Can I Customize?
•
•
•
background
font color
Subscribe button can be styled
What Is Not Customizable?
•
The MailChimp setup and notification text is created by MailChimp and cannot be modified.
Class Name Constants
There are two class name constants for a MailChimp module:
285
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
mail_chimps
module_container
About Metrics Recorded for the MailChimp Module
Content & Apps captures metrics for:
•
Module views
Related Topics
•
•
The MP3 Module
Connecting Mailchimp Email Lists to Content and Apps Mailchimp Modules
Connecting MailChimp Email Lists to Content & Apps MailChimp
Modules
When you drag-and-drop a MailChimp module onto a view, it will automatically open to the edit page for that module. Use
this task to connect an email list to a module you've already created.
Steps
1. In the MailChimp module, expand the Controls menu to display your options.
2. Click the Manage MailChimp button.
3. A dialog window will appear asking for your MailChimp API key. You will need to go to MailChimp's
website to get this information.
4. Log in to the MailChimp website, hover on the Account tab and select API Keys & Info. Any API keys
you have created will be listed there. If you haven't created any API keys, click the add a key button and
the site will create one for you.
5. Go back to Content & Apps and enter the API key into the text field and click get lists
6. In the dialog box fill out the required fields with using the following information, then click Update and
you will be taken back to the layout page, with the MailChimp module now displayed.
Result
•
Selected Lists: This is a dropdown menu with all of the MailChimp email lists you have created. Select the list
you want your fans to subscribe to.
•
•
Header Text: Enter text that will appear on the header of the module.
Module Text: Enter text that will appear in the module, above the field for the fan to enter their email address.
Some good text to have would be a description of the list they are signing up for, what kind of information they will
be receiving.
Note: Each MailChimp module can only have one email list associated with it, but you can add as many
MailChimp modules to a view as you want.
286
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The MP3 Module
With the MP3 module, you can quickly add an MP3 file to your tab for your users to play and enjoy.
Adding MP3 Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information on this, refer to
the Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
About Metrics Recorded for the MP3 Module
Content & Apps captures metrics for:
•
•
•
Module views
Songs played
Songs completed
Customizing a MP3 Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Newsletter Module
Adding MP3 to MP3 Modules Topic
Adding MP3s to MP3 Modules
When you drag-and-drop a MP3 module onto a view, it will automatically open to the edit page for that module. Use this
task to add a MP3 to a module you've already created.
Steps
1. In the MP3 module, expand the Controls menu to display your options.
2. If you want your module to have a header, select the check box labeled Header. The text in the header
will be you have named the module.
3. Click Edit Module.
287
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
4. Click Upload MP3 to choose a new MP3 file from your computer. If you have already uploaded a MP3,
it will display beneath the Upload MP3 button after Current MP3.
5. You can also enter a title and description of the MP3 file if you want that to display.
6. Click Update.
Result
You will then be taken back to your view, where the module will appear with the MP3 file displayed.
You can play the file to make sure it is the one you wanted. For more information, refer to the MP3
Module topic.
The Newsletter Module
With the Newsletter module, you can quickly and easily create a signup sheet for your brand's newsletter that users can
fill out on your view. You will then be able to download the user's information in Content & Apps.
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, they will see a combination of these things:
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
You can choose to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full-width module position.
Adding Newsletter Modules to Oracle Social Marketing Content &
Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to ViewsContent & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, Newsletter, Sign Up, Survey, Sweepstakes)
on a view at a time. You can have one Forms module and a Contest module.
288
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Setting Up Newsletter Modules
When you drag-and-drop a Newsletter module onto a view, it will automatically open to the edit page for that module.
There are three sections you can edit/set up: Form Fields, Images, and Options.
About the Form Fields Section
We've started your newsletter signup by pre-populating the form with the First Name, Last Name and Email Address
form fields. Users will see these fields and enter information into them to sign up for the newsletter. You can delete any
of these fields or add new ones from the Add Fields section has two categories of field: standard and custom. Standard
fields have set values (though you can edit them) and custom fields allow you to set values.
To add a field to your form: Just click the field and it will appear in the layout area. After you've added a field, you can
drag-and-drop the fields to rearrange them on the layout.
To edit a field: After you have added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil
icon will appear.
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field be required and by what means.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field: After you add a field, click on it and a small X and a pencil icon will appear. Click the X and the field will
be deleted.
About the Images Section
If you want to have a landing page to start your user's newsletter signup experience, or a confirmation page once they
have submitted their entry form, you will set them on this page.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for the
module position you are going to place the Newsletter module into. The image sizes for module positions are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image: In the Landing Page section, click the Upload Image button. Select the image you
want from your computer and click Open. The image will appear in a preview in the section.
289
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
To upload a Confirmation Page image: In the Confirmation Page section, click the Upload Image button. Select the
image you want from your computer and click Open. The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image: You can also have the Confirmation Page image act as a link to a URL
you specify, so when the user clicks on it, they will be taken to an external site. To have the image act as a link, paste the
URL into the Link URL field.
About the Options Section
There are three different areas that you have the option to add or change information for your newsletter sign up:
Submissions, Legal, and Share.
Submission Restrictions
Use the drop-down list to set how many times a user can make a submission to your form. You can choose from the
following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week.
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Share Options
A Facebook Share button will appear on each page of the Newsletter you create, that a user can click at any time to share
the newsletter signup on their news feed. You can customize certain parts of the details that are in the Share post - the
title, caption and description.
To edit any of these items, simply click the text field and enter the information you wish to be displayed.
Legal Options
If your newsletter sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text
fields provided. These will appear as links at the bottom of the form portion of the newsletter sign up. When a user clicks
on one of these links, it will open in a popup over the module with the full text displayed.
Saving Your Newsletter Signup
Once you have finished setting up or editing your Newsletter signup, click the green Save button.
About Metrics Recorded for the Newsletter Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
290
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Customizing a Newsletter Module
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Photos Module
Downloading Newsletter Signup Submissions
Downloading Newsletter Signup Submissions
To download the submissions
Steps
1.
2.
3.
4.
5.
Log into Content & Apps and go to the View that your module is placed on.
In the Newsletter module, expand the Controls menu to display your options.
Click Edit Module.
Click the Submissions section.
Click the Download submissions in CSV link. A dialog box will appear allowing you to save the CSV
file.
The Photos Module
With Content & Apps, you can easily upload and manage photos for your fans to enjoy – pictures of your latest meet up,
photos of your products and people, and crazy images just to get a reaction.
Content & Apps provides two modules: Photos, and Photo Albums. The Photos modules displays your images directly on
your view. The Photo Albums module displays a thumbnail that, when clicked, opens a separate window to view album
photos. For more information, see The Photo Albums Module.
Adding Photos Modules to Oracle Social Marketing Content & Apps
Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information refer to the
Building a View: Adding Modules and Content Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
291
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Metrics Recorded for the Photos Module
Content & Apps captures metrics for:
•
•
•
Module views
Photo views
Photo title click-thrus
Customizing Photos Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
The maximum photo height is 810 pixels and will scale to that size.
The photo thumbnail will display as 80 x 80 pixels.
If the photo is larger than the thumbnail, the photo will be cropped.
The module will display images in the following ways in each sector:
•
•
•
Right - 3 photos at a time horizontally. It paginates after the 4th photo is added.
Left - 3 photos at a time vertically. It paginates after the 4th photo is added.
Top/Bottom - 4 photos at a time. It paginates after the 5th photo is added.
What Can I Customize?
The following items in the main module section can be customized:
•
•
•
Font & Colors for the captions, date & time
Share button
Background for the entire module
The following items in the photo popup can be customized:
•
•
•
•
•
Borders
Background
Captions
Buttons
Description can be hidden
What is Not Customizable?
292
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
Photos cannot be rearranged once they have been added to the module.
Class Name Constants
There are 5 class name constants in this module:
•
•
•
Parent class for the whole module - photos
For the container of the photo popup - photo_item
Inside the photo_item class:
•
•
•
individual photo with border - photo_height
description - photo_info
share button - photo_share
Related Topics
•
The Photo Albums Module
Adding Photos to Photos Modules
When you drag-and-drop a Photos module onto a view, it will automatically open to the edit page for that module. Use this
task to add photos to a module you've already created.
Steps
1.
2.
3.
4.
5.
6.
In the Photos module, expand the Controls menu to display your options.
Click Manage Photos. You will be taken to the Photos in 'Photos' section.
Click Add Photos to find images to upload.
Select one or more images from your computer.
When your image has uploaded, you can add a caption by clicking Edit Caption.
Once your have finished uploading and editing images, click Done. You'll be taken back to the View
layout page.
The Photo Albums Module
With Content & Apps you can easily upload and manage photos for your fans to enjoy – pictures of your latest meet up,
photos of your products and people, and crazy images just to get a reaction.
Content & Apps provides two modules: Photos, and Photo Albums. The Photos modules displays your images directly on
your view. For more information, refer to The Photos Module. The Photo Albums module displays a thumbnail that, when
clicked, opens a separate window to view album photos.
293
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding Photo Albums Modules to Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Things You Should Know
•
To change the Album Cover: The image thumbnail displayed in the photo albums module is called the "cover". To
change which photo is used as the album cover, click through to the photo management page, find the image you
would like to use, then click Use as Album Cover.
•
•
Click the red X next to an image to delete it from the album.
Each photo can have a caption, which you can change using the Edit Caption link under each photo. You can
also link the caption to any Web page when you're editing the caption.
Important: When you add photos to a published album, they are instantly visible on Facebook. To make your edits
without them being instantly visible on Facebook, click Unpublish to move the album to Draft Albums. Once you've
made your changes, you can publish the album again.
About Metrics Recorded for the Photo Albums Module
Content & Apps captures metrics for:
•
•
•
•
•
Module views
Album views
Album photo views
Album search date
Album search location
Customizing Photo Albums Modules
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
The maximum photo height is 810 pixels and the photo will scale to that size.
The album and photo thumbnails will display as 150 x 150 pixels.
294
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
•
Chapter 6
Content & Apps
If the photo is large than the thumbnail, it will crop the photo from the center left.
There is no character limit for the album description, and the description does support HTML within the text field.
There is no character limit for the photo caption, but it does not support HTML.
When an album is clicked, the popup displays 4 photos per line.
In the link field under each photo in an album, any text you enter in the field displays as a link.
The module will display albums in the following ways in each sector:
•
•
•
Right - 3 albums at a time horizontally. It paginates after the 4th album is added.
Left - 3 albums at a time vertically. It paginates after the 4th album is added.
Top/Bottom - 4 albums at a time. It paginates after the 5th album is added.
What Can I Customize?
The following items in the main module section can be customized:
•
•
•
Colors and font for all text and links
Background for the entire module
Borders and headers
The following items in an album popup can be customized:
•
•
•
•
•
•
Colors and font for all text and links
Share button
Background for the entire popup
Borders on the photos and popup
The photo caption can be styled, but the style will effect all characters in the caption
The pipe character and horizontal rule between the title and location and description and photos can be styled or
hidden
The following items in a photo popup can be customized:
•
•
•
•
•
Borders
Background
Captions
Buttons
Description can be hidden
Class Name Constants
There are 5 class name constants in this module:
•
Parent class for the whole module - albums
295
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
For the container of the photo popup - photo_item
Inside the photo_item class:
•
•
•
individual photo with border - photo_height
description - photo_info
share button - photo_share
Related Topics
•
•
•
•
The Photo Albums Module
Adding Photos
Publishing Photos
Editing Existing Photos
Adding Photos to Photo Albums
Use this topic to add photos to Photo Albums.
Steps
1. In the Photo Albums module, click Manage Albums. The album management page will appear, where
you can publish or edit your albums.
2. Find the album you want to add photos to and click Edit Photos. The photo management page will
appear.
3. Click Add Photos.
4. Select one or more images from your computer.
5. Once your images have finished uploading, you can add a caption by clicking Edit Caption.
6. Once you have finished uploading and editing your images, click Save Album.
Result
Note: If you have previously published this album, your photos will instantly appear on Facebook. For more
information , refer to the Photo Album Module topic and the Adding Albums to Photo Albums topic.
Publishing Photo Albums
Use this topic to publish photo albums.
Steps
1. In the Photo Albums module, click Manage Albums. The album management page will appear, where
you can publish or edit your albums.
2. Find the album you wish to publish on Facebook, and click Publish Now.
Related Topics
296
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 6
Content & Apps
Photo Album Module
Adding Albums to Photo Albums
Adding Photos to Albums
Editing Existing Albums
Use this topic to edit existing albums.
Steps
1. In the Photo Albums module, click Manage Albums. The album management page will appear, where
you can publish or edit your albums.
2. Select the album you want to edit. You can do the following edit items:
Result
•
•
Delete the Album - Click the little red X next to it on the Manage Albums page.
•
•
Publish a Draft Album - Select an album you have created but not published, then click Publish Now.
Edit Photos - You can edit the album info and images contained by an album using the links below each album
on the Manage Albums page.
Make a Published Album a Draft Album - Select the album you want as a draft and click Unpublish.
For more information see the following topics:
•
•
•
Photo Album Module
Adding Albums to Photo Albums
Publishing Photo Albums
Adding Albums to Photo Albums Modules
When you drag-and-drop a Photo Albums module onto a view, it will automatically open to the edit page for that module.
Use this topic to add an album to a module you have already created.
Steps
1. In the Albums module, expand the Controls menu to display your options.
2. Click Manage Albums. The album management page will appear, where you can publish or edit your
albums. Unpublished albums are located in the Draft Albums section.
3. Click Create New Album.
4. On the New Album page, there are fields where you can give your album a name, date, location, and
description. Once you have entered the information you want, click Create.
5. The photo management page will appear, where you will upload and view your photos or simply save
your album. For more information see the Photo Albums Module topic.
297
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Pinterest Board Module
With the Pinterest Board Module, your module will display the 30 most-recent pins made to a single Pinterest Board on
your Tab. The Module automatically pulls in your board's title from Pinterst, allows a user to follow the board, includes a
Like and Pin button with each image, and also gives you the option to create a custom byline to display within the header.
To Add a Pinterest Board Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on Facebook until you click Publish.
Note: This particular module is configured to only display properly when positioned in the full-width module
position.
Related Topics
•
•
The Pinterest Follow Module
Adding a Pinterest Account to a Pinterest Board Module
Adding a Pinterest Account to a Pinterest Board Module
When you drag-and-drop a Pinterest Board module onto a View, it will automatically open to the edit page for that module.
Use this topic to add a Pinterest account to a module you've already created.
Steps
1. In the Pinterest Board Module there is a Controls menu. Expand the menu to show your options.
2. Click Edit Module. You will be taken to the Edit Pinterest Board Module section.
3. Input a Pinterest URL:
•
You can enter a URL for a Pinterest page or for the full URL a specific board.
4. Include a custom byline:
•
ou have the option of including a custom byline that will live within the header underneath your
board's title, which is pulled from Pinterest.
5. Include a Follow Button:
•
Choose to include or exclude a Follow button with your Pinterest Module. This button will allow
users to follow your feed on Pinterest.
298
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Pinterest Follow Module
With the Pinterest Follow module, users can follow a Pinterest feed of your choosing with one click in the module.
Adding Pinterest Follow Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Pinterest Follow Module
Content & Apps captures metrics for:
•
•
Module views
View-to-View click-thrus
Customizing Pinterest Follow Modules
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Adding Pinterest Accounts to a Pinterest Follow Module
With the Pinterest Follow module, users can follow a Pinterest feed of your choosing with one click in the module.
When you drag-and-drop a Pinterest Follow module onto a View, it will automatically open to the edit page for that
module. To add a Pinterest account to a module you've already created:
Steps
1.
2.
3.
4.
In the Pinterest Follow module is a Control menu. Expand the menu to show your options.
Click the Edit Module button. You will be taken to the Edit Pinterest Follow Module section.
Enter the Pinterest username of the account you want users to follow in the text field provided.
Click the Update button.
Result
Your module will now appear on your View with a button labeled Follow Me on Pinterest. When a
user clicks the button, they'll be taken to the Pinterest page, where they can follow all the boards, or
just select boards.
299
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Related Topics
•
•
The Pinterest Board Module
The Pinterest Follow Module
The Poll Module
Polls can serve multiple purposes on your Facebook Page. You can do market research, preference research, and
promote events or products, all by asking the right question. To get your fans' opinions, add a Poll module to your Content
& Apps view.
Adding Poll Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. If you are not
familiar with HTML or other kinds of web code, do not use this module.not appear on your published view and your new
module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Poll Module
Content & Apps captures metrics for:
•
•
Module views
Poll vote
Customizing a Poll Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
•
•
There is no character limit for the poll description or poll options.
The poll question has a character limit of 256 characters.
The poll description, question and option fields support HTML.
Image source code can be entered into the option field to make the poll option an image.
Poll image will be resized to a maximum width of 80 pixels
300
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
What Can I Customize?
•
•
•
•
Fonts and colors of text.
•
•
Bar color for the results can be customized with a solid color or an image, but all the bars will look the same.
•
Radio button can be moved up and down in relation to the answer.
Vote button and share buttons can be customized.
Poll results can be moved, but it is very tricky.
Developer Hint: there is a container around the poll results, but there is no container around the poll itself, so
moving the results to the side of the poll can be difficult. Poll description can be moved from the top to the bottom.
If you choose to display the poll results as a pie chart, you can modify the colors that appear, but that has to be
done in the Brand Settings CSS area of Content & Apps.
What Is Not Customizable?
Always have to be radio buttons, unless multiple choice selected.
Class Name Constants
There are 2 class name constants for a Polls module:
•
•
polls
module_container
Related Topics
•
•
•
The Quiz Module
Adding a Poll
Viewing a Poll
Adding Polls to Poll Modules
When you drag-and-drop a Poll module onto a view, it will automatically open to the edit page for that module. Use this
task to add a poll on a module you've already created.
Steps
1. In the Poll module, expand the Controls menu to display your options. You can either create a new poll
or view the results of a previous poll.
2. Click the New Poll button.
3. In the window enter following details to your poll, and when finished click the Create Poll button to finish
your poll.
Result
301
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
Title: Enter a name for your poll. This will appear on your Facebook Page and will also be used to keep track
of results when you have multiple polls. You will be able to display the results of past polls in the Oracle Social
Marketing Content & Apps interface, so be sure to give each poll a unique title.
•
•
•
•
Attach Poll Image: Click this button to add an image that will appear on your poll.
•
Poll option: There are three text fields for creating an answer option for your poll.
Description: Enter text describing what you're after with this poll, or use it to entice your fans to take the poll.
Poll Question: Enter the question for your poll (you can only have one question per poll).
Allow multiple votes (checkboxes): If you want people to be able to choose more than one answer, select this
option. Otherwise the options will appear with a radio button next to each answer.
Note: You can enter HTML for images, to have an option be an image.
•
Add ®: If an answer to your poll is a product, you may want to indicate that it is a registered trademark. Click Add
® to put a ® onto the end of the poll answer.
•
Allow open input: If you'd like to get general feedback on something, you can include a text box for fans to type
in anything they want. You can review the answers later in Oracle Social Marketing Content & Apps.
•
Add Another Option Field: By default the polls module displays three option boxes, but you can add up to 50
options.
Note: You can add multiple Poll modules to your page, but each module can contain only one poll.
If you've just added your Poll module, you will need to publish it to make it visible on Facebook. From the View Layout
page, click the Publish to Facebook button.
Note: You can allow fans to share your polls, the results of your poll or both. If you don't want these to be
shareable, click the Sharing checkbox next to the part you don't want to be shared.
Related Topics
•
•
The Quiz Module
The Poll Module
Viewing Poll Results
•
Replacing Polls
Viewing Poll Results
Steps
1. In the Poll module, expand the Controls menu to display your options.
2. Click View Results. You will see a new page listing all the polls that you've run so far. Click Details on a
poll to see the results.
3. On the results page click the Download Open Input Answers link to save a Comma Separated Values
(CSV) file that lists what fans typed into the options where you selected to alllow open input.
Result
302
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Note: Each Poll module has its own results page listing the polls that have run in that module. If you want to clear
your list of results, delete the existing Poll module and create a new one.
Replacing Polls
If you want to change the poll that's in your module now, do the following:
Steps
1. Click Add New.
2. Fill in the required information.
Result
Your new poll will replace the current one in the module. The results from the last poll will still be
available when you click View Results.
The Posts Module
With Content & Apps, you can re-create the Facebook Wall within your own branded environment. You can publish posts
with pictures that your fans can comment on and allow your fans to add their own posts: just like your wall, but with the
added bonus that you control what, and whether, visitors are allowed to post.
Adding Posts Modules to Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Adding Text Posts to Posts Modules
The Posts module controls are visible by default when you add the module. The controls let you add posts and modify the
settings of the module. If you want to display the content more like how it's going to appear on your Facebook Page, click
Hide controls.
There are 2 text fields for you fill in:
•
Post Content - Type your text post here. You can use simple HTML tags in your text content, like <i> and <b>
and <em> and <strong>. You can also include hyperlinks and use front color tags like <font color=green> if you
like. As you type your message within the open text box, a Preview of your post will appear at the bottom of the
module.
303
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Note: If you're not experienced in HTML, you may want to learn a bit about that before trying it.
•
Author - Type the name you want displayed as the author of this post. It can be anything you want, though
Content & Apps will default fill the box using your brand and Content & Apps View name.
Next to the Author field is a button labeled Share. Do not click this button yet, you've still got some items to take care of.
When you do click this button, the post will be published on your Facebook Page (provided you've already Published your
Content & Apps view so that the new Posts module appears.)
Next, there are a series of options you can enable or disable:
•
•
•
•
User Posting - Disable this if you don't want fans adding posts of their own to this Posts module.
User Commenting - Disable this if you don't want fans commenting on your posts in this Posts module.
User Liking - Disable this if you don't want to allow fans to click Like on your posts in this Posts module.
Paginate Comments - Enable this if you want your comments to move into pages when there are enough.
There are 2 final options for you to choose:
•
Attach- Click the camera icon to add an image to this post. You can choose from images you've previously
uploaded, or upload a new one. If you choose an image, it will appear in the Preview section at the bottom of the
module.
•
Posts From… - Choose whether you want your fans to be able to make posts on in this module on Facebook, or
only you will be able to post there. For only you to be able to post, click the link with name of your view on it. For
your fans to be able to post, click Just Users.
Now you can click the Share button.
Note: When you add a Posts module, it will not appear on your Facebook Page until you click Publish. However,
once you've published, when you click Share the post you've just created will automatically appear on your
Facebook Page: you do not have to click Publish again to make them appear.
Moderating Conversations
Posts and comments from fans who visit your Facebook Page will appear in Oracle Social Marketing Content & Apps. At
the top of the module you can select whether to display your posts, or posts from users only. This is a convenient filter,
but is not reflected within Content & Apps — it is a setting for your session only, and users will have a similar control in the
module when they view it on your Facebook Page.
•
•
You can review the comments and remove any that are inappropriate.
•
You can disable Sharing on any particular post.
You can remove any posts that are no longer relevant, or that are just stale. It's a good idea to keep fresh content
in your Posts module, unless you are using it for a static information box that doesn't have to change. In which
case you may want to disable user posting and commenting.
304
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About Metrics Recorded for the Posts Module
Content & Apps captures metrics for:
•
•
•
Module views
Post comments
User posts
Customizing Posts Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
If you attach a photo to a post, the maximum width of 120 pixels. If the photo is larger than this, it will resize to
120 pixels wide. Photos can be made smaller, but not larger than 120 pixels.
•
The module displays 4 text posts. It paginates after the 5th is posted.
Note: Though the module has commenting and sharing, this is not connected to Facebook. The comments live on
the module on the tab.
What Can I Customize?
•
•
•
•
•
•
•
•
All hover states
Colors and fonts of any text and links
Heading of the text post itself
Background of the entire module
Background for individual entries, but it will display as the same background for each entry
If an image is added to a post, the position of the image to the text content can be adjusted
Colors, font and links can be styled for the comments on a post
Comment, You Like This, and Share can all be styled or made into buttons
What is Not Customizable?
You cannot have a different background for each individual text post.
Class Name Constants
There are 2 class name constants in this module:
•
wall_posts
305
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 6
Content & Apps
module_container
Related Topics
•
The RSS Module
The Quiz Module
The Quiz Module allows you to create quizzes for your fans to take and view the results in Oracle Social Marketing
Content & Apps. You can use these quizzes to interact with your fans about your business or just to have fun.
Adding a Quiz Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and have given it a name, the module will open for you for edits or to add content. Back
on the View layout, expand the Controls menu to display your options. This menu will not appear on your published view
and your new module will not appear on your Facebook Tab until you click Publish.
Metrics Recorded for the Quiz Module
Content & Apps captures metrics for:
•
•
Module views
Quiz votes
Customizing a Quiz Module
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
•
•
There is no character limit for the quiz description or quiz options.
The quiz question has a character limit of 256 characters.
The quiz description, question, and option fields support HTML.
Image source code can be entered into the option field to make the quiz option an image.
Quiz image will be resized to a maximum width of 80 pixels
What Can I Customize?
306
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 6
Content & Apps
Fonts and colors of text.
Vote button and Share buttons can be customized.
Quiz results can be moved, but it is very tricky.
Developer Hint: There is a container around the quiz results, but not around the quiz itself. Hence, moving the
results to the side of the quiz can be difficult.
•
•
•
Quiz description can be moved from the top to the bottom.
•
Radio button can be moved up and down in relation to the answer.
Bar color for the results can be customized with a solid color or an image, but all the bars will look the same.
If you choose to display the quiz results as a pie chart, you can modify the colors that appear, but that has to be
done in the Brand Settings CSS area of Content & Apps.
What Is Not Customizable?
•
•
Option buttons cannot be customized, unless they are multi-select options.
The text that appears after a user answers the quiz, "Correct. The answer is …" or "Incorrect. The right answer
is…", cannot be changed.
Class Name Constants
•
•
polls
module_container
Related Topics
•
•
The Poll Module
Creating A Quiz
Creating a Quiz in the Quiz Module
When you drag-and-drop a Quiz module onto a view, it will automatically open to the edit page for that module. Use this
task to add a quiz to a module that you have already created.
Steps
1. In the Quiz module, expand the Controls menu to display your options. You can either create a new
quiz, edit an existing quiz, or view the results of a previous quiz.
2. Click New Quiz. A window will appear where you can add the following details to your quiz:
•
Title - Enter a name for your quiz. This will appear on your Facebook Page and will also be
used to keep track of results when you have multiple quizzes. You will be able to display the
results of past quizzes in the Oracle Social Marketing Content & Apps interface, so be sure to
give each quiz a unique title.
•
Attach Poll Image - Click this button to add an image that will appear on your quiz.
307
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
Description - Enter text describing what you're after with this quiz, or use it to entice your fans
to take the quiz.
•
•
•
Quiz Question - Enter the question for your quiz. You can only have one question per quiz.
•
Correct answer? - Identify which of the quiz answers is the correct one by selecting this box
next to the correct answer.
Quiz Answer - There are 3 text fields to create an answer option for your quiz.
Add ® - If an answer to your quiz is a product, you may want to indicate that it is a registered
trademark. Click Add ® to put a ® onto the end of the answer.
•
Add Another Option Field By default the Quiz module displays three answer boxes, but you
can add up to 50 options.
3. Click Create Quiz to finish your poll.
Note: You can add multiple Quiz modules to your page, but each module can contain only one
quiz.
Result
If you've just added your Quiz module, you will need to publish it to make it visible on Facebook. From
your view layout page, click Publish to Facebook.
The RSS Module
RSS feeds allow you to bring content to your Facebook page that is hosted elsewhere. It may be your brand's own
content that is on your website, or a blog that your fans might be interested in. To bring this content into the RSS module,
it must have an available RSS feed.
Before you add the RSS module, visit the source of the content you want to add and subscribe to its RSS feed. This will
provide you with a URL that you will need to copy. Each RSS module can contain content from one RSS feed.
Note: Content that you add to your Facebook page through the RSS module will be mandatorily associated with
your organization or brand. Hence, be careful to use only content that you own or have acquired a license to
publish.
Adding an RSS Module to a Oracle Social Marketing Content &
Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. In the module,
expand the Controls menu to display your options. The Controls menu does not appear on your published view and your
new module will not appear on your Facebook Tab until you click Publish.
308
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
RSS Details
These are the options that you can select to display on the feed:
•
Feed URL: This is the URL where the RSS feed lives. The RSS feed can look like any URL, but often is a file
with .xml or .rss extension. Look for the RSS icon, if you're bringing content in from a blog.
•
Maximum entries: RSS feeds contain any number of entries from the source, but you don't have to display them
all in your module. You should base the number you enter here on how long the entries usually are, and how
much scrolling they may cause on your Facebook Page. Enter 0 to display all the entries in the RSS feed.
•
Show title: RSS feeds contain various pieces of information, such as title, about each entry. If you want the title
to be displayed in the module, select this box.
•
Show content: The title of each entry in a feed will be a link to the feed's website. Hence, if you want to keep
your Feeds module sparse, you can select not to display the actual contents of an entry, leaving fans to click the
title if they want to read more.
•
•
•
Show date: This will display the date when the entry was originally published.
Show author: This will display the name of the person who wrote the entry.
Include share: Check this box to enable your Facebook fans to share any particular entry with their Facebook
friends. Once the feed is displayed in the module, you can disable sharing for any individual entry on an asneeded basis.
Modifying the Feed Display
If you decide you want to change the way your Feed is displayed, click the Edit Feed link. Any edits you make to the feed
display will automatically appear on Facebook when you click Update. You don't need to click Publish again.
Metrics Recorded for the RSS Module
Content & Apps captures metrics for:
•
•
Module views
Feed title click-thrus
Customizing an RSS Module
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
The feed can display from one or all the entries from a feed on a view. However, these entries do not paginate. Hence, if
you select to display a large number of entries, the tab may not be displayed properly.
309
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
By default, the feed will display as the entries on the original feed.
What Can I Customize?
•
•
•
•
Fonts for text & links
•
Horizontal rule between entries - color and length
Colors for text & links
Share button
Background - the background for the entire module can be customized, but you cannot set different backgrounds
for each entry.
What Is Not Customizable?
•
•
Entries cannot be paginated.
Each entry cannot have its own background.
Class Name Constants
There are 2 class name constants for a RSS module:
•
•
feeds
module_container
Related Topics
•
•
The Sign Up Module
Configuring Your RSS Module
Configuring Your RSS Module
When you drag-and-drop an RSS module onto a View, it will automatically open to the edit page for that module. To
configure a module you've already created:
Steps
1. Next to your RSS module you will see a callout bubble. Click on the green triangle next to the title to
show your options.
2. Click Edit Feed. The Edit RSS Feed box will appear.
3. Paste the URL from your external RSS feed into the Feed URL field.
4. Select the number of articles you would like to be displayed from this source and clear any options you
do not want to be included.
5. Click Update.
Result
Note: Your RSS module will not appear on your Facebook page until you click Publish to Facebook on your layout
page. After that, your feed will update automatically with new content from your external source.
310
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Siebel CRM Form Module
You can quickly and easily create a custom form where users can enter their information directly on your view. You will
then be able to download the results in Content & Apps and will be sent to the Fusion CRM system.
Oracle Social Marketing customer who also have Siebel CRM will be able to access this module.
Note: This module is only turned on by request. Please contact Oracle Support to request access.
About Facebook Appearance
When a user goes to the Facebook tab that the module is on, they will see three things:
•
Landing Page (optional) - You can upload an image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's information was successfully
submitted.
You can choose to use any combination of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full width module position.
Adding a Siebel CRM Form Module to a Content & Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information refer to the
Building a View: Adding Modules and Content to ViewsContent & Apps topic.
Once you have added a module and given it a name, the module will open for you for edits or to add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module, such as Custom Form, CRM On Demand, Fusion CRM,
Newsletter, Siebel CRM, Sign Up, Survey, or Sweepstakes, on a view at one time. You can have one Forms
module and a Contest module.
Setting Up Your Siebel CRM Form Module
When you drag-and-drop a Siebel CRM Form module onto a view, it will automatically open to the edit page for that
module. There are four sections where you can perform edit and setup tasks: Campaigns, Form Fields, Images, and
Options.
311
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Options Area
In the Options area, you can set specifics for three areas: Submissions, Legal, and Share.
Submission Restrictions
Use the drop-down menu to set the number of times a user can make a submission to your form. You can choose from
the following rates:
•
•
•
•
•
No Restriction
Once per Campaign
Once per Hour
Once per 24 Hours
Once per Week
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Legal Options
If your form sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields
provided. These will appear as links at the bottom of the form portion of the form sign up. When a user clicks on one of
these links, it will open in a popup over the module with the full text displayed.
Share Options
A Facebook Share button will appear on each page of the Siebel CRM Form you create, that a user can click at any time
to share the form on their news feed. You can customize certain parts of the details that are in the Share post - the title,
caption, description, and image.
To edit any of these items, simply click the text field and enter the information you wish to be displayed. If you want a
specific image to appear from this share, you can upload one from your computer by clicking Upload Image.
Saving Your Siebel CRM Form
Once you have finished setting up or editing your custom form, click the green Save button.
Metrics Recorded for the Siebel CRM Form Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
312
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Using the Campaigns
To use your Siebel campaigns in your form, you'll need to login to your Siebel account and choose the campaigns you
want to use.
Steps
1.
2.
3.
4.
On the Campaigns tab, you'll see a section to enter your Siebel username and password.
Enter the Siebel Service URL.
Enter the Campaign code you want to use or create a new one in the New Campaign Name field.
Click Link to Campaign to connect to Siebel CRM.
Working With the Form Fields
You can start building your custom form by choosing which fields you want users to fill out. In the Add Fields section are
the Standard and Custom categories of fields. Standard fields have editable preset values and custom fields allow you to
set new values.
Prerequisites
To add a field to your form do the following:
Steps
1. Click the field and it will appear in the layout area.
2. In the layout area, add the new field.
3. Drag and drop fields to rearrange them on the layout.
Result
To edit a field do the following: after you have added a field, click on it in the layout area. The
sidebar will switch to Edit field and a pencil icon will appear.
Example
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS
classes here.
Validation - You can have the field as required and by what means.
User Instructions - You can enter instructions about the field for users. These will display
underneath the text field.
Next Step
To delete a field do the following: after you add a field, click on it and a small X and a pencil icon will appear. Click the
X and the field is deleted.
313
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Downloading Siebel CRM Form Submissions
Once you have placed the custom form module on your view and made it live, you can begin to collect submissions. You
can download these submissions results as a CSV (comma separated value) file to your computer.
To download the submissions:
Steps
1.
2.
3.
4.
Log into Content & Apps and go to the view that your module is placed on.
In the Siebel CRM Forms module, expand the Controls menu to display your options.
Click on the Submissions section.
Click the Download submissions in CSV link. A download dialog will appear allowing you to save the
CSV file.
The Sign Up Module
With the Sign Up module, you can quickly and easily create a signup sheet for your brand that users can fill out on your
view. You will then be able to download the user's information in Content & Apps.
Adding a Sign Up Module to a Oracle Social Marketing Content &
Apps View
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you for edits or to add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
Note: You cannot have more than one Forms module, such as Custom Form, Newsletter, Sign Up, Survey, or
Sweepstakes on a view at a time. You can have one Forms module and a Contest module.
Setting Up Your Sign Up Module
When you drag-and-drop a Sign Up module onto a view, it will automatically open to the edit page for that module. There
are three sections you can edit or set up. They are, Form Fields, Images, and Options.
Working With the Form Fields
Your signup is started by pre-populating the form with First Name, Last Name, and Email Address form fields, and the
Agree to Terms option. Users will see these fields and enter information to sign up. You can delete any of these fields or
add new ones from the Add Fields section. There are two categories of fields, standard and custom. Standard fields have
editable set values and custom fields allow you to set your own values.
314
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
To add a field to your form: Just click on the field and it will appear in the layout area. After you have added a field, you
can drag-and-drop the fields to rearrange them on the layout.
To edit a field: After you have added a field, click on it in the layout area. The sidebar will switch to Edit Field and a pencil
icon will appear.
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field as required or set the pattern for the value that can be specified.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field - After you add a field, click on it and a small X and a pencil icon will appear. Click the X and the
field will be deleted.
Adding Images
If you want to have a landing page to start your user's sign up experience, or a confirmation page once they have
submitted their form, you will set them on this page.
Note: Images will not scale to fit a module position. Hence, make sure that you upload an image sized
appropriately. The image sizes for module positions are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image: In the Landing Page section, click Upload Image. Select the image you want from
your hard drive and click Open. The image preview if displayed.
To upload a Confirmation Page image: In the Confirmation Page section, click Upload Image. Select the image you
want from your hard drive and click Open. The image preview if displayed.
Adding a Link to the Confirmation Page image: You can also have the Confirmation Page image act as a link to a
URL you specif. When the user clicks on the image, they will be taken to an external site. To have the image act as a link,
paste the URL into the Link URL field.
Options
There are three different areas that you have the option to add or change information for your sign up. They are,
Submissions, Legal, and Share.
Submission Restrictions
315
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Use the drop-down list to set how many times a user can make a submission to your form. You can select from the
following rates:
•
•
•
•
•
No Restriction
Once per Campaign
Once per Hour
Once per 24 Hours
Once per Week
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Share Options
A Facebook Share button will appear on each page of the sign up you create. The user can click the button at any time to
share the signup on their news feed. You can customize certain parts of the details that are in the Share post, such as the
title, caption, and description. To edit any of these items, simply click the text field and enter the information you wish to
be displayed.
Legal Options
If your sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields provided.
These will appear as links at the bottom of the form portion of the sign up. When a user clicks on one of these links, it will
open in a popup over the module, with the full text displayed.
Saving Your Sign Up
Once you have finished setting up or editing your Sign Up, click Save.
Metrics Recorded for the Sign Up Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Customizing a Sign Up Module
All customization happens in the brand CSS page. All modules take up 100% of the containers they are in, so you can
resize them to whatever size you need with CSS.
Related Topics
316
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
The Slide Module
Facebook Appearance, and Signing Up Submissions
Determining Facebook Appearance in the Sign Up Module
When a user goes to the Facebook tab that the module is on, they will see the following three things:
Steps
1. Landing Page (optional) - You can upload an image to begin the signup experience. The user will click
this image to get to the form.
2. Form - This is where users will enter their information.
3. Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
Result
You can select to use any combo of these three items for your sign up, though the form section is
mandatory.
Note: This module has been configured to work best in the full width module position.
Related Topics
•
The Sign Up Module
The Slide Module
The Slide Module allows you to place a series of images in an image carousel on your Oracle Social Marketing Content &
Apps view that your users can scroll through.
Adding the Slide Module to a Content & Apps View
All modules are added to a view in the same way with a drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or to add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab until you click Publish.
Metrics Recorded for the Slide Module
Content & Apps captures metrics for:
•
Module views
317
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 6
Content & Apps
Slide click-thrus
Next click-thrus
Previous click-thrus
Your Module's Size
The module will size according to the height of the largest photo you upload. Any smaller images will have white space at
the bottom.
Customizing a Slide Module
All customization happens in the brand CSS page: All modules take up 100% of the containers they are in, so you can
resize them to whatever size you need with CSS.
Related Topics
•
•
The Spotify Module
Adding Images to Slide Module Topic
Adding Images to the Slide Module
When you drag-and-drop a Slide module onto a view, it will automatically open to the edit page for that module. Use this
task to add an image to a module you have already created.
Steps
1.
2.
3.
4.
In the Image module, expand the Controls menu to display your options.
If you want your module to have a header, select the Header option.
Click Edit Module and you are taken to the Edit Module page.
To upload an image, click Upload Image. Select the image you want and click Open. If the image is
wider than the column it is placed in, it will be resized down to fit. An image can be:
•
•
Legacy CSS - The narrow column: 194 pixels; the wide column: 318 pixels; full width: 520 pixels
2012 CSS - Thenarrow column: 300 pixels; thewide column: 494 pixels; full width: 810 pixels
5. If you want to link an image to a URL, click Edit. Select the URL you want the image to be a link to, and
paste the URL into the field provided.
6. Every image you upload into the slider can be Shared by users on Facebook. You can set how you want
that Share dialog box to appear. Enter what you want for the Share Title and Share Description in the
provided fields.
7. When you have finished uploading images to the module, click Update.
Result
318
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Note: The Slide module only works if you load two or more images to the module. If you only load one image, the
slide will not function.
The Social Media Mixer Module
The Social Media Mixer Module allows you to provide a dynamic gallery of media pulled directly from your brand and/or
users via Instagram, YouTube, Twitter and/or Facebook.
Note: While this module works in any position on your View, it displays best in the full width module position.
Adding the Social Media Mixer Modules to Content & Apps Views
All modules are added to a View in the same way with our drag-and-drop interface. For more information, refer to the
Building a View topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook tab or Intelligence Center view until you click Publish.
Editing Social Media Mixer Modules
When you drag-and-drop a Social Media Mixer module onto a view, it will automatically open to the edit screen for that
module.
In the edit screen are two tabs: Settings and Moderation. The Settings tab is where you will configure your module, and
the Moderation tab is where you will choose what social content will be displayed in the module.
You can also export all the content uploaded to the module by clicking the Export Submissions button on top right of the
Edit Social Media Mixer screen.
About the Settings Tab
You can control various aspects of the module using the following tabs, which appear on the on the Settings tab:
Campaign
The Campaign tab allows you to enter the campaign name (required), as well as the campaign start and end dates. Once
the end date occurs, the module will stop pulling in content. The default end date is 1 month out from the campaign start
date.
Note: The module uses the timezone you set for your view, so make sure your view is set correctly to the timezone
you want. This affects the time stamp you will see on the posts the module is pulling in.
Content
The Content tab allows you to select what social mediums you would like to render within your module.
319
Oracle Social Relationship Management
Chapter 6
Social Relationship Management User Guide
Content & Apps
Note: Hashtags are case-sensitive.
•
Instagram
•
•
On/Off - Turn Instagram feed on by selecting the On button.
Retrieve By - There are four options you may select from to pull media from Instagram:
Note: The module will only import initial captions with your media. Captions edited natively on
Instagram after content has been pulled into the module will not update within the module.
•
Username - Pull media from a specified user account(s). Input the username of an
Instagram account that you would like to display within the module.
•
Hashtag(s) - Pull media from specific hashtag(s) posted to Instagram. Input one or more
hashtags you would like to pull from Instagram.
Note: Do not include the # sign with your tags and be sure to separate each with
a space.
•
Username and Hashtag(s) - Pull media from a specific username and based on
hashtag(s).
Note: This option will pull media from a specific user in addition to posts by users
who have used specified hashtag(s).
•
Hashtag(s) from Username - Pull media from a specific username, and filter those posts
by hashtag(s).
Note: This option will filter media with a specific hashtag from the specified user.
No other Instagram users will be pulled into the module.
•
Twitter
•
On/Off - Turn your Twitter feed on by selecting the On button.
Note: This feature will pull both text and photo uploads from Twitter.
•
Retweets
•
On - The module will pull and save Tweets that have been flagged as a retweet by
Twitter.
•
Reject - The module will pull and save Tweets that have been flagged as a retweet by
Twitter, but will automatically reject them.
Note: If you have existing Tweets in your campaign, setting this to Reject gives
you the option to automatically reject existing posts in your campaign.
•
•
Ignore - The module will not pull in Tweets that have been flagged as a retweet by
Twitter.
Retrieve By
Note: The module will only import initial captions with your media. Captions and edited
natively on Twitter after content has been pulled into the module will not update within the
module.)
320
Oracle Social Relationship Management
Chapter 6
Social Relationship Management User Guide
Content & Apps
•
Username - Pull media from a specified user account(s). Input the username of a
Twitter account that you would like to display within the module.
•
Hashtag(s) - Pull media from specific hashtag(s) posted to Twitter. Input one or more
hashtags you would like to pull from Twitter.
Note: Do not include the # sign with your tags and be sure to separate each with
a space.
•
Username and Hashtag(s) - Pull media from a specific username and based on
hashtag(s).
Note: This option will pull media from a specific user in addition to posts by users
who have used specified hashtag(s).
•
Hashtag(s) from Username - Pull media from a specific username, and filter those
posts by hashtag(s).
Note: This option will filter media with a specific hashtag from the specified user.
No other Twitter users will be pulled into the module.
•
Facebook
•
•
On/Off - Turn your Facebook feed on by selecting the On button.
Retrieve by: - You have two options: you can choose to pull content from a particular
Facebook brand page, or filter posts from a particular brand page based on the
designated hashtag(s).
•
Brand - Enter the name of the Facebook Page you want to pull in content from.
You can use two sources if you separate the names with a space.
•
Hashtag(s) from Brand - Enter the hashtags you would like to filter by.
Note: Do not include the # sign with your tags and be sure to separate
each with a comma.
Note: Only Public posts will be put into the module
•
Facebook
•
•
On/Off - Turn your YouTube feed on by selecting the On button.
Content Pull - You have two options:
•
YouTube Playlist - Pull media from a YouTube Playlist. The PlayList ID is the
set of alphanumeric characters at the end of the playlist URL and begins with
the letters PL.
•
Profile Image URL - Pull the Profile image to display with your YouTube media.
Enter the YouTube Profile URL.
Layout - The Layout tab allows you to configure what your content will look like and how it will be displayed within the
front-end display.
•
•
Template - Select one of five possible pre-determined Templates.
Gallery Order - Select the order in which content will be displayed in the module.
321
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
Chapter 6
Content & Apps
Chronological Ascending – Oldest Post will be displayed first.
Chronological Descending – Newest Post will be displayed first.
Random – Posts will be displayed in random order.
•
•
Items Per Page- Choose how many items you want displayed per page.
•
•
•
•
Display Usernames - Choose to display the content owner’s username beneath the content thumbnail or post.
Media Filter - Choose to allow users to navigate and filter media displayed within the module by social media
type.
Display Tags - Choose to display any hashtags beneath the content thumbnail or post.
Display Timestamps - Choose to display the timestamp beneath the content thumbnail or post.
Post Fading – Choose to have the posts fade in/out.
Note: This only applies to Tile, Flex Grid and Flex Tile.
•
Media to Display- Select what content you would like to display. You can choose to select any combination of:
Text, Photos, Videos.
Social - The Social Tab will allow you to turn on your social buttons and enter your custom share title and share
description for the application.
•
•
Share Title - Input the desired title for you module’s share post.
Share Description - Input the desired description for your module’s share post.
Note: Share description is limited to 140 characters.
Advanced - The Advanced tab allows for additional customizations to the module.
•
Moderation - Select to turn moderation on or off.
Note: If moderation is turned off, content pulled into the module will be automatically approved.
•
Edit Blacklisted Terms – Allows you to specify a set of words or phrases that will be blacklisted. A post
containing any word or phrase from the blacklisted terms will automatically rejected, regardless of whether
moderation is on or off.
•
JavaScript URL - Insert external scripts into the Social Media Mixer module for additional configuration and
content rendering.
Note: The file must be hosted on a secure (https) server in order for it to load.
•
CSS URL – Insert external CSS into the Social Media Mixer for added styling and customization.
Note: The file must be hosted on a secure (https) server in order for it to load.
•
•
Google Analytics - Input your Google Analytics ID and Domain.
•
Generate a JSON Data URL - Creates a URL that is the raw data output of the module. Only approved posts will
be shown in the Data URL.
Display URL - Creates an embed URL that allows the campaign to be viewed or embedded outside of Facebook
or on a 3rd party site.
322
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
Reset Your Campaign Content - This will wipe the database of media in your moderation.
Remove Invalid Images - If any media has been removed natively from any of the content types, the content is
not automatically removed from the module. This button will test all content pulled into the module and validate
that each is live. This prevents broken links to be produced within the module.
Saving Your Settings
Once you have finished selecting all your settings, click the Save button and the module will start pulling in content.
The Social Media Mixer pulls in new content every 30 minutes. Clicking the Save button will pull in new content, so if you
want to manually pull in content, you can click the Save button.
Note on APIs and Query Limits
Each social network has a limit on the number of results you can return for each query. Here are the numbers of results
you can expect from each network the Social Media Module queries:
•
•
•
•
•
•
Twitter tags: 100 every 30 min per tag
Twitter users: 200 every 30 mins per username
Instagram tags: 33 every 30 mins per tag
Instagram user: 33 every 30 mins per user
Facebook: 50 every 30 mins per brand
YouTube: 50 for both Playlist and Channel
Note: These numbers are estimates and results may vary.
About the Moderation Tab
The Moderation tab displays all of the content that has been pulled into the campaign. You can also display details about
each post including timestamps, post text, user names, hashtags, media, content source, post type, image dimensions,
and the post status (pending, approved, rejected).
Note: If you don't turn moderation on, all content pulled into the campaign will automatically approved.
Bulk Actions
•
Approve: This gives you the ability to either approve all Pending posts in the campaign or approve only posts
that are visible based on the sorting and filtering.
•
Reject: This gives you the ability to either reject all Pending posts in the campaign or reject only the posts that
are visible based on the sorting and filtering.
Filtering
Content can be filtered by Source (Instagram, Twitter, YouTube, Facebook), Media Type (Text, Images, Video), and
Status (Pending, Approved, Rejected). Click the icon that you want to filter by. It can also be sorted by import date/created
date, as well fully searched by keyword (such as RT for retweets).
323
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Manually Approving Content
Each post pulled into the campaign will have the following information:
•
•
•
Username of the poster
Status
Button to change status - If you want to approve, reject, or place the item back in pending, use these icons.
Note: Once you click the Approve or Reject icon, the media will become available or be removed from
view in the selected template or in the JSON data feed.
•
•
Details - Clicking this button opens a modal for a more detailed and larger view of the post.
Preview - A preview of the post is on the right, with a time stamp, the message itself, any hashtags, and if there’s
an image or video the thumbnail with the dimensions of the full size media.
Your media is paginated at the bottom of the module, showing a maximum of 100 posts per page.
Displaying Social Media Mixer Modules
Once you have set up your Social Media Mixer module, you can add it to an Intelligence Center view in Social Station, link
it to a Facebook page, or view it via the Display URL in a browser.
Social Station
To display the Social Media Mixer module properly in Social Station, you'll need to do two steps: generate an embed
code, and click the Publish button.
•
•
To generate your embed code, follow the steps in the Embedding a View topic.
Once you have followed those steps to embed the view, click the Publish button at the top right of the view.
Attaching to a Facebook page
To attach your Social Media Mixer to a Facebook page, make you’re your view is published. For more information, follow
the instructions on Making a View Live on Facebook.
Displaying the Social Media Mixer in a browser
You can use the Display URL located in the module settings to generate a URL that can be used, for example, on a brand
website, a large screen at a conference, or in a command center.
The Spotify Module
Rockin' out to a song or album on Spotify and want to share that joy with your followers? With the Spotify module, just a
couple clicks and you can have Spotify on your Content & Apps view.
324
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding Spotify Modules to Oracle Social Marketing Content & Apps
Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Customizing Spotify Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Survey Module
Adding Content to Spotify Modules
Adding Content to Spotify Modules
You can post a song, album, or playlist, using the module Edit page.
Steps
1. In Spotify, right-click on the song, album, or playlist that you want to post and select Copy Spotify URI.
2. Back in Content & Apps, on the Edit page, paste that code into the Paste the Spotify code in the filed
below text box.
3. Next, choose how you want the module to look on your View. You can choose:
•
Module Size: Large (640 x 720), Medium (520 x 600), Compact (300 x 80), or Fluid (100%
width / max of 640 pixels)
•
•
Display Theme: The background of the module can be light or dark.
View: Choose whether you want the module to show a list of the songs or the cover art for the
song, album, or playlist.
4. Click Update and you'll be taken back to the View, with your module showing all the options you chose.
The Survey Module
With the Survey module, you can quickly and easily create a survey for your brand that users can answer on your view.
You will then be able to download the user's answers in Content & Apps.
325
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, they will see a combination of these things:
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
You can choose to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: Note: This module works best in the full width module position.
Adding Survey Modules to Oracle Social Marketing Content & Apps
Views
All modules are added to a view in the same way with our drag-and-drop interface.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, Newsletter, Sign Up, Survey, Sweepstakes)
on a view at a time. You can have one Forms module and a Contest module.
Setting Up Survey Modules
When you drag-and-drop a Survey module onto a view, it will automatically open to the edit page for that module. There
are three sections you can edit/set up: Form Fields, Images, and Options.
About the Form Fields Section
We've started your survey by pre-populating the form with the First Name, Last Name, Email Address and Feedback form
fields. Users will see these fields and enter information into them. You can delete any of these fields or add new ones
from the Add Fields section. There are two categories of fields to add: standard and custom. Standard fields have set
values (though you can edit them) and custom fields allow you to set values.
To add a field to your form: Just click the field and it will appear in the layout area. After you've added a field, you can
drag & drop the fields to rearrange them on the layout.
To edit a field: After you've added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil icon
will appear.
You can edit the following ways:
326
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field be required and by what means.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field: After you add a field, click on it and a small X and a pencil icon will appear. Click the X and the
field will delete.
About the Images Section
If you want to have a landing page to start your user's survey experience, or a confirmation page once they have
submitted their form, you will set them on this page.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for the
module position you are going to place the Survey module into. The image sizes for module positions are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image: In the Landing Page section, click the Upload Image button. Select the image you
want from your computer and click Open. The image will appear in a preview in the section.
To upload a Confirmation Page image: In the Confirmation Page section, click the Upload Image button. Select the
image you want from your computer and click Open. The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image: You can also have the Confirmation Page image act as a link to a URL
you specify, so when the user clicks on it, they will be taken to an external site. To have the image act as a link, paste the
URL into the Link URL field.
About the Options Section
There are three different areas that you have the option to add or change information for your survey: Submissions, Legal,
and Share.
Submission Restrictions
Use the drop-down list to set how many times a user can make a submission to your form. You can select from the
following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week.
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Share Options
327
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
A Facebook Share button will appear on each page of the survey you create, that a user can click at any time to share the
survey on their news feed. You can customize certain parts of the details that are in the Share post - the title, caption and
description. To edit any of these items, simply click the text field and enter the information you wish to be displayed.
Legal Options
If your newsletter sign up requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text
fields provided. These will appear as links at the bottom of the form portion of the survey. When a user clicks on one of
these links, it will open in a popup over the module with the full text displayed.
Saving Surveys
Once you have finished setting up or editing your Newsletter signup, click the green Save button.
About Metrics Recorded for the Survey Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Customizing Survey Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.All
modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Downloading Survey Submissions
Once you have placed the Survey module on your view and made it live, you can begin to collect submissions. You can
download these submissions results as a CSV (comma separated value) file to your computer.
To download the submissions:
Steps
1.
2.
3.
4.
Log into Content & Apps and go to the view that your module is placed on.
Expand the Controls menu to display your options.
Click the Submissions section.
Click the Download submissions in CSV link. A dialog box will appear allowing you to save the CSV
file. For more information see the Survey Module topic.
328
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
The Sweepstakes Module
You can quickly and easily create a sweepstakes that users can enter from your view. You will then be able to download
the results in Content & Apps.
About the Appearance of Facebook
When a user goes to the Facebook tab that the module is on, they will see a combination of these things:
•
Landing Page (optional) - You can upload a image to begin the custom form experience. The user will click this
image to get to the form.
•
•
Form - This is where users will enter their information.
Confirmation Page (optional) - You can upload an image confirming that the user's info was successfully
submitted.
You can choose to use any combo of these three items for your custom form though, obviously, the form section is
mandatory.
Note: This module works best in the full width module position.
Adding Sweepstakes Modules to Oracle Social Marketing Content
& Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
Note: You cannot have more than one Forms module (Custom Form, Newsletter, Sign Up, Survey, Sweepstakes)
on a view at a time. You can have one Forms module and a Contest module.
Setting Up Sweepstakes Modules
When you drag-and-drop a Sweepstakes module onto a view, it will automatically open to the edit page for that module.
There are three sections you can edit/set up: Form Fields, Images, and Options.
329
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Form Fields Section
We've started your survey by pre-populating the form with the First Name, Last Name, Email Address, Address, City,
State, Zip, and Age form fields and the Agree to Terms checkbox. Users will see these fields and enter information into
them. You can delete any of these fields or add new ones from the Add Fields section. There are two categories of fields
to add: standard and custom. Standard fields have set values (though you can edit them) and custom fields allow you to
set values.
To add a field to your form: Just click the field and it will appear in the layout area. After you've added a field, you can
drag & drop the fields to rearrange them on the layout.
To edit a field: After you've added a field, click it in the layout area. The sidebar will switch to Edit Field and a pencil icon
will appear.
You can edit the following ways:
•
•
•
Field Labels - What you want the field to be called, or what you want a user to enter.
•
•
Additional CSS Classes - If you want to style the field to look a particular way, you can add CSS classes here.
Validation - You can have the field be required and by what means.
User Instructions - You can enter instructions about the field for users. These will display underneath the text
field.
To delete a field: After you add a field, click on it and a small X and a pencil icon will appear. Click the X and the
field will delete.
About the Images Section
If you want to have a landing page to start your user's sweepstakes experience, or a confirmation page once they have
submitted their entry form, you will set them on this page.
Note: Images will not scale to fit a module position, so make sure your upload an image sized appropriately for the
module position you are going to place the Sweepstakes module into. The image sizes for module positions are:
•
•
•
Left: 300 pixels
Right: 494 pixels
Full: 810 pixels
To upload a Landing Page image: In the Landing Page section, click the Upload Image button. Select the image you
want from your computer and click Open. The image will appear in a preview in the section.
To upload a Confirmation Page image: In the Confirmation Page section, click the Upload Image button. Select the
image you want from your computer and click Open. The image will appear in a preview in the section.
Adding a Link to the Confirmation Page image: You can also have the Confirmation Page image act as a link to a URL
you specify, so when the user clicks on it, they will be taken to an external site. To have the image act as a link, paste the
URL into the Link URL field.
330
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
About the Options Section
There are three different areas that you have the option to add or change information for your sweepstakes: Submissions,
Legal, and Share.
Submission Restrictions
Use the drop-down list to set how many times a user can make a submission to your sweepstakes. You can select from
the following rates: No Restriction, Once per Campaign, Once per Hour, Once per 24 Hours, Once per Week.
Note: If you set a submission restriction, the user will be asked to grant an app permission to check their voting
identity.
Share Options
A Facebook Share button will appear on each page of the sweepstakes you create, that a user can click at any time to
share the sweepstakes on their news feed. You can customize certain parts of the details that are in the Share post - the
title, caption and description. To edit any of these items, simply click the text field and enter the information you wish to be
displayed.
Legal Options
If your sweepstakes requires Terms and Conditions, FAQs, or a Privacy Policy, you can enter those into the text fields
provided. These will appear as links at the bottom of the form portion of the sweepstakes. When a user clicks on one of
these links, it will open in a popup over the module with the full text displayed.
Saving Sweepstakes
Once you have finished setting up or editing your Sweepstakes, click the green Save button.
About Metrics Recorded for the Sweepstakes Module
Content & Apps captures metrics for:
•
•
•
Module views
Forms submitted
All data submitted
Customizing Sweepstakes Modules
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
331
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
The Twitter Follow Module
Downloading Sweepstakes Submissions
Downloading Sweepstakes Submissions
Once you have placed the Sweepstakes module on your View and made it live, you can begin to collect submissions. You
can download these submissions results as a Comma Separated Value (CSV) file to your computer.
Steps
1.
2.
3.
4.
Log into Content & Apps and go to the View that your module is placed on.
In the Sweepstakes module is the Controls menu. Expand the menu, and click Edit Module.
Click the Submissions section.
Click the Download submissions in CSV link. A dialog box will appear allowing you to save the CSV
file. for more information, see the Sweepstakes Module Help file.
The Twitter Follow Module
With the Twitter Follow module, users can follow a Twitter feed of your choosing with one click.
Adding Twitter Follow Modules to Oracle Social Marketing Content
& Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Twitter Follow Module
Content & Apps captures metrics for:
•
•
Module views
Follow click-thrus
Customizing Twitter Follow Modules
All customization happens in the brand CSS page:
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
332
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Related Topics
•
•
The Twitter Live Module
Adding Twitter Accounts to Twitter Follow Modules
Adding Twitter Accounts to Twitter Follow Modules
When you drag-and-drop a Twitter Follow module onto a View, it will automatically open to the edit page for that module.
Use this topic to add a Twitter account to a module you've already created.
Steps
1. In the Twitter module, expand the Controls menu to display your options.
2. Click the Edit Module button. You will be taken to the Edit Twitter Follow section.
3. Enter the Twitter user name of the account you want users to follow in the text field provided, making
sure you don't use the @ symbol.
4. Click Update.
Result
Your module will now appear on your View with a Twitter Follow button and the user name you
entered displayed. Users will be able to click the button and the button will change to Following which
is depicted by a green check mark.
Related Topics
•
•
The Twitter Follow Module
Twitter Overview
The Twitter Live Module
With the Twitter Live module, you can display a feed of live tweets the instant they are tweeted, from a range of sources
including keywords, phrases, tags, user accounts, @ mentions, location and retweets, just like Twitter's advanced search
options.
Adding Twitter Live Modules to Content & Apps Views
All modules are added to a View in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published View and
your new module will not appear on Facebook until you click Publish.
Note: This module works in any position on your View.
333
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Related Topics
•
•
The Instagram Moderation Module
Creating a Twitter App
Creating a Twitter App
To set up a Twitter Live module, you need to create an app in the developers section of Twitter.
Steps
1.
2.
3.
4.
Go to https://apps.twitter.com. Sign in with your normal Twitter credentials.
Hover on your user pic and name, and click My applications.
Click Create a new application.
Give your application a name, short description, and website URL. Check the box to agree to the terms
of service, enter the Captcha words, then click Create your Twitter application.
5. You will be taken to the info page for your new application. On the Details tab, in the Auth Settings
section, you will need to provide the following information:
•
•
•
•
API Key
API Secret
Access Token
Access Token Secret
Result
When you open the Edit section for the module, displayed will be fields for these items and you can
enter them there.
Important: You should only use one Twitter application for each Twitter Live module you create on your Views.
You can create multiple apps on your Twitter account, but only use one per module.
Adding Twitter Accounts and Settings to a Twitter Live Modules
When you drag-and-drop a Twitter Live module onto a view, it will automatically open to the edit page for that module.
Use this topic to set up a module you've already created.
Prerequisites
Steps
1. In the Twitter module, expand the Controls menu to display your options.
2. Click the Edit Module button. You will be taken to the Edit Twitter Live Module section.
Result
334
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
There are many options for you to set, and you can use combinations of these options so your
module displays exactly the tweets you want.
•
Number of Tweets Displayed: Use the drop-down list to select the number of tweets you want displayed on the
module. You can select between 1-15.
•
Tweets Include: All of These Words - Enter words that, if they all appear in a tweet, will make that tweet appear
on your module's feed.
•
Tweets Include: This Exact Phrase - Enter a phrase that, if this phrase appears in a tweet, will make that tweet
appear on your module's feed.
•
Tweets Include: Any of These Words - Enter words that, if any of them appear in a tweet, will make that tweet
appear on your module's feed.
•
Tweets Include: None of These Words - Enter words that, if any of them appear in a tweet, will prevent that
tweet from appearing on your module's feed.
•
Tweets Include: These Hashtags - Enter hashtags and tweets with those hashtags will appear on your module's
feed.
•
Tweets: Written In: - Select a language from the drop-down list, and any tweets in that language will appear on
your module's feed.
•
Tweets: From These Accounts - Enter Twitter user names and tweets made by those users will appear on your
module's feed.
•
Tweets: To These Accounts - Enter Twitter user names and tweets made to those users will appear on your
module's feed.
•
Tweets: Mentioning These Accounts - Enter Twitter user names and tweets that mention those users will
appear on your module's feed.
•
Tweets: Near This Place - Enter a city name or zip code and tweets that have been sent from that city or zip will
appear on your module's feed.
•
Tweets: Within This Distance - Use this in combo with Tweets: Near This Place, select a distance from the
drop-down list, and any tweets made within that distance from the city or zip you entered above will appear on
your module's feed. You can select from miles and kilometers.
Note: When you enter info into the fields for To, From, and Mentions, the module will pull in tweets that
only meet all those criteria. So if you want tweets from specific users AND to specific users, you might
want to add a second Twitter Live module for those options.
You can also select to include tweets that contain special characters - check the boxes of the ones you want to include:
•
•
•
•
Positive :) - Displays tweets with a positive sentiment.
Negative :( - Displays tweets with a negative sentiment.
Question ? - Displays tweets that ask a question.
Include retweets - Displays retweets as well as original tweets.
You can select how often you want your module to refresh its content. Use the drop-down list to specify a rate between
5-60 seconds.
Saving Settings
335
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Once you have finished configuring your module, click the Update button to save your changes.
The Videos Module
With the Videos module, you can easily add videos to your Content & Apps view. To get started you’ll need to add the
Videos module to a view, then upload video files or link to YouTube videos. Finally, you can choose to “Go Live” with your
videos, then publish to Facebook.
Adding Videos Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to ViewsContent & Apps help article.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will will not appear on your published view
and your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Videos Module
Content & Apps captures metrics for:
•
•
Module views
Video plays
Customizing Videos Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
General Rules
•
•
•
The image of the video will display at 120 x 90 pixels.
The preamble image has a max width of 810 x 623 pixels, but can be scaled down.
By default, the module will play the video in position 1 (the last video uploaded).
The module will display images in the following ways in each sector:
•
•
•
Right - three videos at a time horizontally. It paginates after the fourth video is added.
Left - three videos vertically. It paginates after the fourth is added.
Top/Bottom - 4 videos horizontally. It paginates after the fourth video is added.
336
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
What Can I Customize?
•
•
•
•
Font and color of text
Pagination
Preamble text
Title and description of the videos can be updated after they have been added.
What Is Not Customizable?
•
The videos cannot be reordered once they have been added to the module.
Class Name Constants
There are two class name constants for a Videos module:
•
•
video_libraries
module_container
Related Topics
•
•
The View to View Module
Adding Videos to Video Modules
Adding Videos to Videos Modules
When you drag-and-drop a Videos module onto a View, it will automatically open to the edit page for that module. To add
a video to a module you've already created:
Prerequisites
Steps
1. Next to your Videos module you’ll see a callout bubble with the title of your module in green text. Click
the green triangle next to the title to show your options.
2. Click Manage Videos.
3. Click Add New Video. The Add New Video window will appear.
4. You can upload a video either from your computer or from the web. To upload a video from your
computer, click Choose File. Select the file on your computer and click Open to upload it. To use a
video from the web, click Link to a Video. Use the drop-down to select the type of video you are linking
to, either YouTube or FLV, then paste the URL of the video into the text field provided. You can click
Preview to see how your video will look.
5. After you have chosen your video, use the text fields on the right to give the video a title and optionally
enter URL that will take the fan to that site when they click the video.
6. Once you have finished choosing all the options for your video, click OK. Your video will appear under
Current Videos.
337
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Configuring Display Settings and Additional Options
Before publishing this module to Facebook, you need to choose how you want your videos to be displayed in the module.
On the Add New Video page, you'll find the Video Display drop-down menu. Choose popup window, inline, or inline
gallery.
To add text and/or an image that will appear at the top of your Videos module:
Steps
1. In the Add New Video page, click Other Settings.
2. Enter any preamble text you want on your module in the text field. If that is all you want on your module,
click Save.
3. If you want to also add an image, click Choose File. Select the file you want to upload and click Open.
4. When you are finished with your changes, click Save.
The View to View Module
With the View to View module, you can create an image that is a link to another view on your account. When a user clicks
on the image, they will be taken to the view that is linked.
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the View to View Module
•
•
Module views
View to View click-thrus
Customizing View to View Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The Vimeo Module
Adding Images Topic
338
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Adding Images to View to View Modules
When you drag-and-drop a View to View module onto a view, it will automatically open to the edit page for that module.
Use this task to add a Facebook page to a module you've already created.
Steps
1. In the Like module, expand the Controls menu to display your options.
2. You can either upload images from your computer or link to an image on the web. To upload an image,
click the Choose File button. Select the image you want and click Open. To link to a web image, paste
the image's URL in the provided field. If the image is wider than the column it is placed in, it will be
resized down to fit. An image can be 318px or 494px wide in the Wide column, 194px or 300px wide in
the Narrow column, or 520px or 810px wide on a Full template. The image you have currently chosen
will display.
3. Next, choose the view you want the image to link to. All the views on your account will display in the
drop-down list.
4. Once you are finished configuring the module, click the Save button.
Result
Your module will now appear on your view as the image you selected.
The Vimeo Module
The Vimeo Module allows you to place a Vimeo video on your Oracle Social Marketing Content & Apps view.
Adding Vimeo Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. To get more information on this, see
the Building a View: Adding Modules and Content to Views in Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the Vimeo Module
Content & Apps captures metrics for:
•
Module views
Customizing Vimeo Modules
All customization happens in the brand CSS page.
339
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
•
The YouTube Module
Adding Videos to Vimeo Modules
The YouTube Module
The YouTube Module allows you to place a YouTube video on your Oracle Social Marketing Content & Apps view.
Adding YouTube Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the YouTube Module
Content & Apps captures metrics for:
•
Module views
Customizing YouTube Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
Adding Videos to YouTube Modules
Adding Videos to YouTube Modules
When you drag-and-drop a YouTube module onto a view, it will automatically open to the edit page for that module. Use
this task to add a location to a module you've already created.
Steps
340
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
1. In the YouTube module, expand the Controls menu to display your options.
2. If you want your module to have a header, select the check box labeled Header. The text in the header
will be the name you have assigned to the module.
3. Click Edit Module and you will be taken to the Edit Module page.
4. To add a YouTube video, find the share URL on the video's web page. Click Share and the URL will
appear.
5. Paste the URL into the Share URL field.
6. Click Update.
Result
There are also advanced options for this module - you can set the width or height for the video player
if you wish it to be a different size than how it appears in the module position you place it in.
The YouTube Channel Module
The YouTube Channel Module allows you to place a YouTube channel on your Content & Apps view.
Adding YouTube Channel Modules to Content & Apps Views
All modules are added to a view in the same way with our drag-and-drop interface. For more information, refer to the
Building a View: Adding Modules and Content to Views Content & Apps topic.
Once you have added a module and given it a name, the module will open for you to edit it or add content. Back on the
View layout, expand the Controls menu to display your options. This menu will not appear on your published view and
your new module will not appear on your Facebook Tab until you click Publish.
About Metrics Recorded for the YouTube Channel Module
Content & Apps captures metrics for:
•
•
•
Module views
Item plays
Item completions
Customizing YouTube Channel Modules
All customization happens in the brand CSS page.
All modules take up 100% of the containers they are in, so you can resize them to whatever size you need with CSS.
Related Topics
•
The YouTube Module
341
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Brand Templates - Creating Content for Your Entire
Brand
We've taken the idea of Content & Apps brand-wide content and taken it to a whole new level - the View level, to be exact.
Previously you only had one set of content and CSS that applied to every View on your account. Now you have templates
- sets of content and CSS that you can apply to individual Views. You can create multiple templates to use for specific
campaigns or for different properties under your brand.
Don't worry, your previous brand wide content hasn't gone anywhere. It's saved as your default brand template.
You can work with the Brand Templates section if you are an Oracle Social Marketing customer.
About Templates
Templates make it easy to create consistent messaging and appearance for your Views, especially when you run specific
campaigns or if you want different areas of your brand's identity to have their own look and feel.
About Old Brand-Wide Content
Don't worry, your previous brand-wide content hasn't gone anywhere - it's saved as your default brand template. When
you first click on the Brand Templates tab, displayed will be your list of templates.
Finding Brand Templates
The Brand Templates tab is where you can create new templates and edit your existing ones. When you first arrive on the
page the templates you have already created will be displayed.
Note: Only Administrators can create and edit templates, so only Administrators have access to the Brand
Templates tab.
Use the gear icon to edit an existing template or click Create New Template to begin building a new template.
Creating a New Template
So you've clicked Create New Template - what now?
A box will appear where you can give your template a name, then click Create Template. You' will be taken to the Add
Content section.
Adding Content to Your Template
The first tab you land on after you create your template is the Add Content tab. This is where you will add modules and
content to your template. If you've built a View before, you know how to build a template.
342
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
You will add modules and content to your template exactly the way you add it to a View - drag and drop those modules
like they're hot. You can use all the same modules you would use on a regular View in a template.
Need a reminder of what modules you can choose from, or how to add them? Re-read the Building a View: The View
Layout and Adding Modules and Content topic.
Other Options
Beneath the module library is a section labeled Other Options. There are two options there for you: Manage Graphic
Assets and CSS Id List.
•
Manage Graphic Assets: If you have an image you want to share with other users on your Content & Apps
account, you can upload that image here. It will appear in the "Existing Assets" at the top of the page, and in the
•
CSS Id List: This is a list of the approved and used CSS classes and elements in Content & Apps. A very handy
reference for your coders.
Publishing Your Template
Once you are finished adding modules and content to your template, click Publish. Your template will be saved and
the content will appear on Facebook when you publish a View. The template will also appear in the list on the Brand
Templates home page.
Editing Your Template Settings
If you need to change some basic settings for your template, click the Template Settings text link.
A menu will open and you can change your template's name, base CSS, or View layout width. Not sure what base CSS or
View layout width are? Refer to the Choosing Your Base CSS and Facebook Timeline Content & Apps topic.
Change what you need, then click Save Settings.
Using CSS in Your Template
Want to edit your template's background or fonts? You can change those, or anything else that takes CSS, on the Edit
Brand Template CSS tab.
Note: Do not make changes to this page unless you are familiar with CSS coding language.
Enter CSS into the text field and when you are finished, click Save. The CSS will be saved and applied to your template.
About Previous CSS Versions
If you make a mistake or need to return to an earlier set of styling, the previous versions of CSS you have saved will
appear in the Previous Revisions section.
You can also clear all CSS back to the original base CSS by clicking the Reset Default text link next to Save.
343
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Using Templates with My Views
So now you have some templates. What do you do with them?
When you create a view it appears in the Brand Template menu.
Choose the template you want the View to use and the modules, content, and CSS you've set in the template will appear
automatically in the View.
Connections — Making a View Live on Facebook
To make a Content & Apps View live on a Facebook tab, you must connect it to Facebook. We've simplified this process
by creating apps for you to use - this way, you'll have a list of names to select from for your Facebook tab. If you want a
custom name for your tab, you'll need to create a Facebook app specifically for that View.
This help topic will show you how to both easily attach your View to a Page and the steps to create a custom app and add
it to Content & Apps.
Attaching a View to a Facebook Page
To make a Content & Apps View live on a Facebook tab, you must connect it to Facebook. We've simplified this process
by creating apps for you to use - this way, you'll have a list of names to select from for your Facebook tab. If you want a
custom name for your tab, you'll need to create a Facebook app specifically for that View.
Steps
1. Make sure your View is ready to be published, then go to the Connections tab. You'll see a grid of your
existing connected Facebook pages.
2. Click the Attach View button. The Attach View popup window will appear.
3. Fill out the fields - if you aren't sure what to select or enter for each field, there's a definition on the right
side for each one.
•
Facebook Page: Select the Facebook Page you want your View to appear on from the dropdown menu. If you want to attach this View to all of your Pages, select the Any Page box above
the drop-down.
•
Tab Name: Select a name for your Facebook tab from the drop-down menu. (Note: You are
technically choosing the app that will power the connection of your View to your Page. If you
want the tab to have a custom name, you'll need to create a custom app. Instructions for doing
that are in the next section of this Help topic.)
•
•
View: Select the View you want to attach to the Facebook Page from the drop-down.
Geo-Targeting (optional): If you only want this View to display only for Facebook users with a
specific language and/or country as their default, you can set that here. Select the Language
and/or Country from the drop-downs.
4. Click the Continue button. This popup will close and the Final Steps popup window will appear. You
have two options on this window: Attaching the View to the Facebook Page and Mobile Enabling This
View.
344
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
To Finish Attaching Your View to Your Facebook Page
Steps
1. Click the Click here to attach your View to your Facebook Page button. You'll be taken to a new window
on Facebook, where you'll be asked to add the View to your page.
2. Click the Add button.
3. You'll then be taken to your Facebook Page and your new tab with the View will appear in the list on the
top right of your Page.
Result
Note: When you attach a View, the tab will appear on Facebook. If you don't have any modules added to a View, a
blank tab will appear on your Facebook Page.
Mobile-Enabling Your View (Optional)
On the last half of the Final Steps popup window, you have the option of making your View enabled for mobile devices.
This works by creating a mobile URL for the connection between your View and the Facebook app you created in the
previous step. You can only mobile-enable connections with custom apps, not apps that are shared with multiple Views. If
you have created an app and used it to connect more than one View and Facebook tab pairs, it will not work on a mobile
device.
Steps
1. When the Final Steps popup opens when you are connecting a View to a Facebook page, Content &
Apps will generate a Mobile URL for the connection between your View and the app you selected.
2. Click the Update App on Facebook button. The mobile URL will be added on the app's page on
Facebook.
3. Select the checkbox labeled Mobile enable this Connection.
Result
Note: When this box is checked, non-mobile users will experience a slight delay in accessing the View as the page
redirects.
Creating a Custom Tab Name
If you want your Tab to have a custom name, you will need to create a new Facebook app with the name you want.
Follow the steps in this topic to create a Facebook app on Facebook.
For more information about creating an app ID from Facebook, see: https://developers.facebook.com/docs/apps/
register#create-app.
Steps
1. Sign in to https://developers.facebook.com/.
2. In the My Apps menu, select Add a New App .
3. In the Create a New App ID modal, fill out the following fields:
•
Display Name: The self-explanatory name for your app. This will only appear in the Developers
section - this is not the name that will appear on your tab.
•
Contact Email: The email address that will be used as a contact for this app.
345
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
4. Click Create App ID.
5. Click Settings on the side menu, then click Basic.
6. In the App Domains field, enter the following:
vitrue.com
7. In the Namespace field, enter a namespace.
8. Click + Add Platform .
9. In the Page Tab section, enter the following string in the Secure Canvas URL field:
https://tabs.vitrue.com/apid/<yourappid>/facebook/tab
Where <yourappid> is the 16 digit app ID.
Note: You will find your App ID on the Dashboard page for the app.
10.
11.
12.
13.
Click Save Changes.
Click Settings on the side menu, then click Advanced.
Set the Allow API Access to App Settings option to Yes.
Click Save Changes.
Adding Your Facebook App on Content & Apps
Steps
1. Click the Connections tab in Content & Apps.
2. Click My Apps and then click Add New App. The Add New App popup will appear.
3. Fill out the following fields:
•
•
•
•
Tab Name: This is the name that will appear on Facebook as the name of your tab.
API Key or App ID: This can be found on the Dashboard page of the app you just created.
App Secret: This can be found on the Dashboard page of the app you just created.
Description (optional): Give your app a short description, like what View you intended to use it
with.
4. Click Create. Content & Apps will go to Facebook and fill in the rest of the information the app needs for
you.
Your app is now active in Content & Apps and is ready to power a View.
About Age and Content Restrictions for Your Apps
When you create a new app or edit an existing one, there are a couple extra actions you can add to further control what
users can see and interact with on your Views. Let's go through them.
Age Restrictions
Say you are building a View that has content more appropriate for adults, like advertising for a new liquor. You may want
to restrict that View so only users of a certain age can see it. You can do that by using the Age Restrictions drop down.
You can select from five age groups (which correspond to Facebook's age classifications):
•
Everyone (13+): All Facebook users can see this View.
346
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
•
•
Chapter 6
Content & Apps
17+: Only Facebook users who are 17 years old and above can see this View.
18+: Only Facebook users who are 18 years old and above can see this View.
19+: Only Facebook users who are 19 years old and above can see this View.
21+: Only Facebook users who are 21 years old and above can see this View.
Make your selection, then click the Update button. This will save your change in Content & Apps and will update the app
on Facebook. You can come back and change these settings at any time.
Content Restrictions
This section allows the View to show content automatically based on the user's settings for that kind of content. Say for
example that your View is advertising alcohol. When you select the Contains alcohol checkbox, a Facebook user will
be able to see that content ONLY if their age matches their country's age restriction for alcohol. This way you can create
content that can be used for multiple countries with different rules.
After you seleck the checkbox, click the Update button. This will save your change in Content & Apps and update the app
on Facebook. You can come back and change these settings at any time.
Related Topics
•
Choosing Your Base CSS and Facebook Timeline in Content & Apps
Choosing Your Base CSS And Facebook Timeline in
Content & Apps
As you have probably seen, Facebook has introduced Timeline pages for Brands. One feature of these new pages is an
expanded layout – pages were previously 520 pixels; a brand Timeline page is 810 pixels.
To allow you to take full advantage of this new page, we've released a new version of our CSS base code, which lets you
use an expanded 810 pixel View Layout in Content & Apps. You have the option to stay on the old CSS (called Legacy) or
switch to the new CSS (called 2012).
Why should I use the new timeline-ready CSS?
This new CSS not only gives your Content & Apps Views an out of the box look-and-feel closer to Facebook’s style, but
it’s built in a fluid style, so you’ll have much greater flexibility when you are building custom Views.
What happens if I don't use the new CSS?
All news Content & Apps modules will be using the new CSS. If you haven’t switched to the new CSS, these modules
may not display correctly on your View. You also will not be able to use the 810 pixel View Layout.
How do I use the new CSS?
You have two ways to use the new CSS: on individual Views, or your entire account.
347
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Using 2012 CSS on an Individual View
We've built a new module called the CSS Override module. When you put this module on a View, it lets you choose to use
the legacy or 2012 CSS on that particular View. For more info on this module, refer to The CSS Override Module.
Using 2012 CSS on Your Whole Account
When you click the Admin tab in Content & Apps, you'll see a section on the side called Layout Settings. In that section,
you'll see two drop-down menus: Base CSS and View Width Layout.
Base CSS
This drop-down list is where you will actually choose the CSS your account will use. You have three options:
•
•
Legacy CSS: This is our old CSS. You are limited to 520 pixel View Layouts with this CSS.
•
2012 CSS Published: This switches your account to the new CSS. Any changes to your Views will now appear
in Content & Apps and on Facebook.
2012 CSS Preview: This lets you preview how your account will look with the new CSS. You'll see how the CSS
will affect your existing Views inside Content & Apps. These changes WILL NOT appear on Facebook - your
existing Views will look exactly the same, so you can safely make any changes in Content & Apps before you
switch your account entirely.
View Layout Width
If you select either of the 2012 options, you can then choose which View Layout width you want to use. You'll have three
options (each one corresponds to one of the Base CSS options):
•
•
•
520pxs: Use this with Legacy CSS
Preview 810pxs: Use this with 2012 CSS Preview
810pxs: Use this with 2012 CSS Published
Making Your Choice Live
Once you have selected which Base CSS and View Layout Width you want to use, click Update. When you open a View,
you'll see the CSS you chose.
Important Note for New Accounts
If your SRM account was created after March 30, 2012, Content & Apps will already be in 2012 CSS. If you choose to
switch to Legacy CSS, this will break any custom CSS you have built into your Views.
Need Help?If you aren't sure which of these CSS options is best for your account, or you need help using the various
options, hit up your Oracle contact person or our Support team. We are here to help.
Related Topics
348
Oracle Social Relationship Management
Social Relationship Management User Guide
•
•
Chapter 6
Content & Apps
Customizing a View
The CSS Override Module
Customizing a View
If an out-of-the-box experience isn't right for your brand, every view can be customized to your specifications using
CSS. This topic will detail out what is available to be customized for a general View layout. Click the topic for a particular
module to see the specific customization options for that module.
Developer Hint: Views are incredibly flexible for customization with CSS. Anything you can do in a div or a div container
in CSS, you can apply to a view.
Basic Layout
Each view is divided into sectors in CSS, and the modules fit into these sectors. The four sectors are:
•
•
•
•
Top - full width of the view (Legacy CSS = 520 pixels, 2012 CSS = 810 pixels)
Left - narrow width on the left (Legacy CSS = 198 pixels, 2012 CSS = 300 pixels)
Right - broad width on the right (Legacy CSS = 318 pixels, 2012 CSS = 494 pixels)
Bottom - full width of the view (Legacy CSS = 520 pixels, 2012 CSS = 810 pixels)
Any module can go into any sector. However, once a module has been placed into a full-width sector (top or bottom), it
cannot be moved into a left or right sector. It can be moved up and down, above or below other modules, but it cannot
become a left or right.
General Rules
There are a few elements that will be the same for every module.
•
•
There is a 17 character limit for the module name
After you add a module, you can change the module name on the main layout page by clicking the module
header. The name will change to a text field - make any changes, then click OK.
CSS for all modules
When you create a module, it is given a class of "module_name," plus the name you gave the module. Example: You
added a calendar module and named it Event Calendar. The class name would be "module_name_event_calendar."
Each module will have a specific class name for that module. For example, a calendar module will have the class
"calendar". The specific class name for each module is stated in that module's topic.
The slug that you name when you create a new view is the class name for that entire view.
TIP: Keep a local version of the CSS. Content & Apps only keeps 10 versions of the CSS, so if you are making multiple
changes a day, keeping a backup on your end will be the best plan.
349
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Elements for Customization
The following elements can be customized for all modules on a view.
Colors/Fonts/Font Sizes
These can be customized across the board. If a color or font appears on a view, you can customize it, however,
fonts must be standard web fonts. Here is a list of acceptable fonts: (http://www.ampsoft.net/webdesign-l/
WindowsMacFonts.html).
Headers/Footers/Borders
The border and header can be turned on and off.
You can also customize the background and fonts for headers and footers with colors or images. You can also use an
image as the border or header.
Background of the View
You can set one background for all pages in a brand or you can set different backgrounds for each page.
•
Developer Hint: There are two classes on every view within the overall container for the page:
all_page_content determines the background for all Views; [name of view] defines the background for a
particular view. Insert the name of the view that you titled when you created the view.
Buttons
Any buttons you want on your view, like Share, Submit, pagination arrows, and so on can be custom styled to however
you like.
Templates
Templates are sets of content and CSS that you can apply to individual Views. You can create multiple templates to use
for specific campaigns or for different properties under your brand. For more information, refer to the Brand Templates
topic.
View Level CSS
If you are an admin on your account, you can also use CSS to customize the look and feel of a view. Administrators will
see an extra tab on the top of the module library labeled Custom CSS.
Just enter the CSS code into the field and click Save. The page will refresh and you'll see the change reflected on the
view.
Note: You must save any changes you make to the CSS BEFORE you publish your view. If you publish your view
before saving, none of the changes to the code will be saved.
350
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
View Styling
If you aren't a CSS expert, there's an easy way you can change the look and feel of your view without having to use any
code. The Style tab on the view has controls for you to change everything from the view background to the fonts, using
simple sliders and fields so you can get the view to look exactly how you want. Sorry Editors and Authors, you have to be
an Admin to use this feature.
Note: Your account must be using 2012 CSS as the base CSS for you to use this feature. Not sure what
I'm talking about? Refer to the Choosing Your Base CSS and Facebook Timeline in the Tabs topic for more
information.
You can find the Style tab on your view, between the Layout and Custom CSS tabs.
Page Layout
You can adjust where your modules appear on your view by adjusting the padding on the top and bottom of the view. Use
the sliders to increase or decrease how many pixels of space you have at the top and bottom of the view.
Backgrounds
For your view's background, you can upload an image, have that image repeat, or position the image anywhere on your
view. You can also choose a single color for your background. If you want your modules to display their backgrounds,
select the Display Module Background checkbox.
Headers
Besides just turning your headers on and off, you can change the header background color, padding, font, font size, font
position, and font color. Total control on your headers.
Borders
Borders are simple, so you can simply change your borders' color and width (to a max width of 10 pixels).
Fonts
These controls affect the fonts on your entire view, including all the modules, so choose wisely. You can choose the font,
body font color, link font color, and link hover color.
Note: If one of these options has been set in View Level CSS or Brand CSS, any changes you make to it here
won't show up on your view.
Live Preview
As you make these changes, you'll see them appear automatically in your view as a live preview, but to make the changes
permanent, click Save. This means you can play and make things look crazy without fear of messing up your view.
Related Topics
•
Embedding a View on an External Website
351
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 6
Content & Apps
Embedding a View on an External Website using
Anywhere Apps
If you have content on your view that you want to also have on your brand's website, blog, or other site besides your
Facebook tab, you can do that by embedding your view using Anywhere Apps.
In Content & Apps, you can generate a code that you can then place in your website, which will put an iframe of your view
on the site. This will be a live version of your view - if you publish a change to your view in Content & Apps, the embedded
view will also show that update.
Note: Your view must be published, or it will not display on the external site.
Generating the Embed Code
To generate the code, first go to the view you want to embed. Click the text link labeled Embed.
Steps
1. Click the Embed link. A dialog window will open.
2. Select a Facebook app from the Select a Facebook app drop-down menu. This app will not only power
the embedded view, but its name will also appear on the Share dialog when you share a module from
the embedded view.
Note: Since the name of the app appears in the Share dialog, you may want to the app to have a
custom name. To do this, you'll need to create a custom app. Click here to review instructions on
creating a custom app and adding it to Content & Apps.
3. Enter a Share URL and Share Title. The Share URL and Title will appear on the Share dialog. The
Share Title will appear in the dialog as the first text below the comment field. If a user clicks that text,
they will be taken to the URL you specified as the Share URL.
Note: For certain modules, the module name that originally was set will appear in front of the
Share Title you specify here. Those modules are: Causes, Events, Feeds, Polls, and Quizzes.
4. Once you have entered the Share URL and Share Title, click Generate. Your code will be displayed for
you to copy and paste.
Related Topics
•
Introduction to Content & Apps
352
Oracle Social Relationship Management
Social Relationship Management User Guide
7
Chapter 7
Oracle Mobile SRM
Oracle Mobile SRM
Oracle Mobile SRM
Oracle Mobile SRM FAQ
Thanks for downloading the Oracle Mobile SRM application.
This application covers a lot of the same functionality that you use every day in the web version of the SRM Platform, so
in the following topics we'll be answering some FAQs. We'll link to the Publish and Engage topics in the main SRM help at
the end of this topic.
Let's get started.
What social networks can the application work with?
You can publish and engage with messages from all the same social networks in the application as you can on the web
version of the SRM platform.
You have access to all the social properties you have in the web version, depending on which bundle you are in.
How do I change my bundle?
When you first log in to the application, you'll be taken to the Bundles section in Settings, where you'll select your bundle.
The application pulls in all the bundles on your account, so you select exactly the one you want to use.
If you want to use a different bundle, click the gear icon.
Click the Bundle menu option and you'll be taken to your list of bundles. Select the one you want to use, then click Save.
For more information about bundles, see Navigating with Bundles.
What features does the application have when I go to create a post
in the Publish section?
Clicking on the Create a Post icon takes you to the Create a Post section.
Here you can write a message, attach a photo, schedule the post, select the streams you want to publish to, add tags,
and give your post a name.
353
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
What can I edit on draft and scheduled posts in the application?
You can only edit scheduled or draft posts in the application.
Displayed are the posts you can edit by clicking the pencil icon.
For these posts, you can edit the post itself, the publishing date, and the post name.
Can I create tags in the application?
No, you still have to go to the Admin section of Publish and add them there, or get your account admin to do it.
However, as soon as new tags are added in the Admin section, you will have access to them in the application once you
refresh the list.
How do I switch between Publish and Engage?
Whichever part you are in, the name of that section is displayed on the screen.
Click that, and you'll be taken to the Filters section. This allows you not only to switch between Publish and Engage, but
also filter what you are seeing in that section.
Speaking of filters, what are my options for each section?
For Publish, you can select to filter the posts you have made by different statuses. You can select between Draft,
Scheduled, Published, or Error.
Note: This will display posts made both on the application and on the web version of SRM.
For Engage, you select from many of the same filters as the web version: Folder, Channels, Channel Type, Labels, and
Assignment. You can filter by one or combos of these filters.
Folder, Channels, Channel Type, Labels, and Assignment. You can filter by one or combinations of these filters
What actions can I take on messages in the Engage section of the
application?
You can view, archive, reply, delete, label, and assign messages.
To perform an action on a message, click on the message from the main list. Click any of the action icons which appears
on the message, and the action menu will open. Click the action icon you want to perform.
354
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
Can I create new labels for Engage in the application?
Yes, you can create new labels and these will also appear in the web version of your account.
If I have a question about the application, how do I get help?
You can submit a service request with My Oracle Support, just like with the web version.
You can find My Oracle Support at https://support.oracle.com/ and make sure you include "Mobile" in the service request
headline.
You can also check the rest of the topics in the web versions of the Publish and Engage sections:
•
•
Introduction to Publish
Getting Started With Engage
Ready to Download?
Download link and full info on the application is available here: https://itunes.apple.com/us/app/oracle-social-relationship/
id834475914?mt=8.
END USER LICENSE AGREEMENT
PLEASE SCROLL DOWN AND READ ALL OF THE FOLLOWING TERMS AND CONDITIONS OF THIS END USER
LICENSE AGREEMENT (“Agreement”) CAREFULLY BEFORE CLICKING AN “AGREE” OR SIMILAR BUTTON OR
INSTALLING OR USING THE PROGRAM. THIS AGREEMENT IS A LEGALLY BINDING CONTRACT BETWEEN
YOU AND ORACLE AMERICA, INC. THAT SETS FORTH THE TERMS AND CONDITIONS THAT GOVERN YOUR
USE OF THE PROGRAM. BY CLICKING AN “AGREE” OR SIMILAR BUTTON OR BY INSTALLING AND/OR USING
THE PROGRAM, YOU AGREE TO ABIDE BY ALL OF THE TERMS AND CONDITIONS STATED OR REFERENCED
HEREIN. IF YOU DO NOT AGREE TO ABIDE BY THESE TERMS AND CONDITIONS, DO NOT CLICK AN “AGREE”
OR SIMILAR BUTTON AND DO NOT INSTALL OR USE THE PROGRAM. YOU MUST ACCEPT AND ABIDE BY THESE
TERMS AND CONDITIONS AS PRESENTED TO YOU – ANY CHANGES, ADDITIONS OR DELETIONS BY YOU
TO THESE TERMS AND CONDITIONS WILL NOT BE ACCEPTED BY ORACLE AND WILL NOT BE PART OF THIS
AGREEMENT.
“Oracle” refers to Oracle America, Inc., for and on behalf of itself and its subsidiaries and affiliates under common control.
“You” and “Your” refer to the individual or entity that has agreed to use the program (as defined below) in accordance
with this Agreement. “Apple” refers to Apple, Inc.. “Device” refers to the compatible Apple-branded product running the
iOS operating system that You own or control. “Program” refers to the software application provided with this Agreement
and any program documentation provided by Oracle and licensed to You subject to the terms and conditions of this
Agreement. “Associated Product” refers to the separately licensed product or cloud service offering associated with the
Program which You are an authorized user of pursuant to the terms of the Associated Product Agreement. “Associated
Product Agreement” refers to the Oracle license or services agreement for the Associated Product.
This Agreement is governed by and construed in accordance with the substantive and procedural laws of the United
States and the State of California, except that body of California law concerning conflicts of law. You and Oracle agree to
submit to the exclusive jurisdiction of, and venue in, the courts of San Francisco or Santa Clara counties in California in
355
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
any dispute arising out of or relating to this Agreement. The United Nations Convention on Contracts for the International
Sale of Goods and the Uniform Computer Information Transactions Act do not apply to this Agreement.
INTRODUCTION
Once installed and properly configured on Your Device, the Program will enable You to use Your Device to access the
Associated Product as permitted by the Associated Product Agreement. Your use of the Program and the Associated
Product is subject to the terms referenced herein, including the terms of the Associated Product Agreement.
LICENSE
Subject to the terms set forth in this Agreement and the App Store Terms of Service, Oracle grants You a nonexclusive,
nontransferable, nonsublicensable, revocable, limited right and license to install and run the Program on Your Device
solely in connection with Your authorized use of the Associated Product.
Your use of the Associated Product is governed by the terms of the Associated Product Agreement. Your right to use the
Program will cease upon the earlier of (i) the expiration, termination or suspension of the Associated Product Agreement,
or (ii) the expiration, termination or suspension of Your status as an authorized user of the Associated Product. Oracle
may audit Your use of the Program. You are not permitted to use the Program for any purpose other than in connection
with Your authorized use of the Associated Product. You agree to comply with any applicable third party terms when using
the Program.
CONSENT TO USE LOCATION-BASED SERVICES AND DATA
The Program may contain or use location-based services. If You enable, use or access such location-based services
in connection with the Program, You hereby consent to the collection, transmission and use of Your location data by
the Program. Information about the Program’s collection and use of location data will be specified in the Program’s
About section; such use may include verifying or otherwise recording your location for the purposes specified in the Data
Collection and Privacy section below.
If the Program provides real-time location or route guidance, YOU ASSUME ALL RISKS ASSOCIATED WITH YOUR USE
OF SUCH REAL TIME LOCATION DATA OR ROUTE GUIDANCE. LOCATION DATA MAY NOT BE ACCURATE.
DATA COLLECTION AND PRIVACY
The Program may collect information about Your use of the Program, including information You provide directly or
through automated means, such as geolocation (only if You choose to enable location-based services), Program usage,
time stamp, Device and operating system identification, login credentials, or other information as outlined in Oracle’s
applicable Privacy Policy, available at http://www.oracle.com/us/legal/privacy/index.html. To the extent that Oracle
receives information in relation with its provision of the Associated Product or Program, Oracle may use this information
for purposes specified in the applicable Privacy Policy, such as for providing the services specified under the Associated
Product Agreement, enabling features or content based on or otherwise recording Your location, identity management,
security, auditing, marketing, and product improvement.
The Program may provide You with the ability to connect with non-Oracle websites, services, and applications, which may
allow the third party to collect or share information about Your use of the Program. Further, if you use push messaging
in connection with the Program, independent third parties associated with the push messaging service may use the
messaging information to provide, maintain, protect, and improve their services, subject to the privacy policies of those
third parties. All such third party connections are beyond Oracle’s control. Oracle encourages You to check the privacy
policies and terms of use of any non-Oracle connections before using them or providing Your personal information to
them.
Any data collected about or from Your use of the Program may be shared with, transferred to or accessed or used by the
licensee of the Associated Product. Any such access or use of data by, or further transfer from, the Associated Product
356
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
licensee is solely between You and such entity. For further information regarding how your information is used by the such
entity, or for any questions, concerns or requests You have with respect to such use, please consult directly with such
entity or refer to its privacy policies and/or Your agreement(s) with it.
EXPORT RESTRICTIONS
Export laws and regulations of the United States and any other relevant local export laws and regulations apply to
the Program. You agree that such export control laws govern Your use of the Program (including technical data) and
You agree to comply with all such export laws and regulations (including “deemed export” and “deemed re-export”
regulations). You agree that no data, information and/or Program will be exported, directly or indirectly, in violation of
these laws, or will be used for any purpose prohibited by these laws including, without limitation, nuclear, chemical, or
biological weapons proliferation, or development of missile technology. You represent and warrant that: (i) You are not
located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government
as a "terrorist supporting" country; and (ii) You are not listed on any U.S. Government list of prohibited or restricted
parties.
OWNERSHIP AND RESTRICTIONS
Oracle or its licensors retain all ownership and intellectual property rights in the Program.
You may not:
•
•
•
•
•
remove or modify any Program markings or any notice of Oracle’s or its licensors’ proprietary rights;
•
•
•
create derivative works based on the Program;
make the Program available in any manner to any third party;
use the Program to provide third party training;
assign this Agreement or give or transfer the Program or an interest in them to another individual or entity;
cause or permit reverse engineering (unless required by law for interoperability), disassembly or decompilation of
the Program (the foregoing prohibition includes but is not limited to review of data structures or similar materials
produced by Programs);
disclose results of any Program benchmark tests without Oracle’s prior written consent; or
use any Oracle name, trademark or logo.
DISCLAIMER OF WARRANTIES AND EXCLUSIVE REMEDIES
TO THE EXTENT NOT PROHIBITED BY LAW, ORACLE HEREBY DISCLAIMS ALL EXPRESS OR IMPLIED
REPRESENTATIONS, WARRANTIES, GUARANTEES, AND CONDITIONS OF ANY KIND, ARISING BY LAW OR
OTHERWISE, WITH REGARD TO THE PROGRAM, INCLUDING BUT NOT LIMITED TO REPRESENTATIONS,
WARRANTIES, GUARANTEES, AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
PURPOSE, TITLE, NONINFRINGEMENT, AND QUALITY OF SERVICE. ORACLE MAKES NO REPRESENTATIONS
OR WARRANTIES REGARDING THE CONTENT, EFFECTIVENESS, USEFULNESS, RELIABILITY, AVAILABILITY,
TIMELINESS, QUALITY, SUITABILITY, ACCURACY OR COMPLETENESS OF THE PROGRAM OR THE RESULTS
YOU MAY OBTAIN BY USING THE PROGRAM OR THAT THE PROGRAM WILL BE UNINTERRUPTED OR ERRORFREE OR THAT IT IS COMPLETELY SECURE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING,
ORACLE DOES NOT REPRESENT OR WARRANT THAT (A) THE OPERATION OR USE OF THE PROGRAM WILL BE
TIMELY, SECURE, UNINTERRUPTED OR ERROR-FREE; OR (B) THE QUALITY OF ANY PRODUCTS, SERVICES,
INFORMATION OR OTHER MATERIAL YOU PURCHASE OR OBTAIN THROUGH THE PROGRAM WILL MEET YOUR
REQUIREMENTS. YOU ACKNOWLEDGE THAT ORACLE DOES NOT CONTROL THE TRANSFER OF DATA OVER
COMMUNICATIONS FACILITIES, INCLUDING THE INTERNET, AND THAT THE PROGRAM MAY BE SUBJECT
357
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
TO LIMITATIONS, DELAYS, AND OTHER PROBLEMS INHERENT IN THE USE OF SUCH COMMUNICATIONS
FACILITIES. ORACLE IS NOT RESPONSIBLE FOR ANY DELAYS, DELIVERY FAILURES, OR OTHER DAMAGE
RESULTING FROM SUCH PROBLEMS. EXCEPT WHERE EXPRESSLY PROVIDED OTHERWISE BY ORACLE, THE
PROGRAM IS PROVIDED TO YOU ON AN “AS IS” BASIS.
IN THE EVENT OF ANY FAILURE OF THE PROGRAM TO CONFORM TO ANY APPLICABLE WARRANTY, YOU
MAY NOTIFY APPLE AND APPLE WILL REFUND THE PURCHASE PRICE FOR THE PROGRAM, IF ANY; AND, TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, APPLE SHALL HAVE NO WARRANTY OBLIGATION
WHATSOEVER WITH RESPECT TO THE PROGRAM AND NO OBLIGATION TO ADDRESS ANY OF YOUR CLAIMS
OR CLAIMS OF ANY THIRD PARTY RELATING TO THE PROGRAM OR YOUR POSSESSION AND/OR USE OF
THE PROGRAM, INCLUDING, BUT NOT LIMITED TO: (I) PRODUCT LIABILITY CLAIMS; (II) ANY CLAIM THAT THE
PROGRAM FAILS TO CONFORM TO ANY APPLICABLE LEGAL OR REGULATORY REQUIREMENT; AND (III)
CLAIMS ARISING UNDER CONSUMER PROTECTION OR SIMILAR LEGISLATION.
IN NO EVENT SHALL ORACLE BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT,
INCIDENTAL, SPECIAL, PUNITIVE OR CONSEQUENTIAL DAMAGES, OR DAMAGES FOR LOSS OF PROFITS,
GOODWILL, BUSINESS OPPORTUNITY, REVENUE, DATA OR DATA USE, INCURRED BY YOU OR ANY THIRD
PARTY, WHETHER IN AN ACTION IN CONTRACT OR TORT OR OTHERWISE, ARISING FROM OR RELATED TO
THE USE OF THE PROGRAM OR ANY DATA DERIVED THEREFROM, EVEN IF ORACLE HAD BEEN ADVISED OF
THE POSSIBILITY OF SUCH DAMAGES.
TECHNICAL SUPPORT
You and Oracle acknowledge that neither Oracle nor Apple has any obligation under this Agreement to furnish technical
support or updates for the Program.
INDEMNIFICATION
If a third party makes a claim against You that Your use of the Program as provided in this Agreement infringes its
intellectual property rights, Oracle, at its sole cost and expense, will defend You against the claim and indemnify You
from the damages, liabilities, costs and expenses awarded by the court to the third party claiming infringement or the
settlement agreed to by Oracle, if You do the following:
•
notify Oracle promptly in writing, not later than 30 days after You receive notice of the claim (or sooner if required
by applicable law);
•
•
give Oracle sole control of the defense and any settlement negotiations; and
give Oracle the information, authority, and assistance it needs to defend against or settle the claim.
If Oracle believes or it is determined that the Program may have violated a third party’s intellectual property rights, Oracle
may choose to either modify the Program to be non-infringing (while substantially preserving its utility or functionality) or
obtain a license to allow for continued use, or if these alternatives are not commercially reasonable, Oracle may end the
license for, and require return of, the Program and refund any fees You may have paid for it. Oracle will not indemnify
You if You alter the Program or use it outside the scope of use identified in the Program’s user documentation or if You
use a version of the Program which has been superseded, if the infringement claim could have been avoided by using an
unaltered current version of the Program. Oracle will not indemnify You to the extent that an infringement claim is based
upon any information, design, specification, instruction, software, data, or material not furnished by Oracle. Oracle will not
indemnify You to the extent that an infringement claim is based upon the combination of the Program with any products or
services not provided by Oracle. Oracle will not indemnify You for infringement caused by Your actions against any third
party if the Program as delivered to You and used in accordance with the terms of this agreement would not otherwise
infringe any third party intellectual property rights. You and Oracle acknowledge that Apple will not be responsible for
the investigation, defense, settlement or discharge of any third party claim that the Program or Your possession and
use thereof infringes that third party’s intellectual property rights. This section provides Your exclusive remedy for any
infringement claims or damages.
358
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 7
Oracle Mobile SRM
END OF AGREEMENT
You may terminate this Agreement by destroying all copies of the Program. Your right to use the Program shall end
immediately if You fail to comply with any of the terms set forth in this Agreement, or as otherwise set forth in the
“License” section above, in which case You shall destroy all copies of the Program. Except as expressly set forth in the
Associated Product Agreement, the terms and conditions governing the Associated Product Agreement are not affected
by the termination of Your right to use the Program under this Agreement. The provisions of this Agreement that by their
nature continue shall survive any expiration or termination of this Agreement.
RELATIONSHIP BETWEEN THE PARTIES
The relationship between You and Oracle is that of licensee/licensor.
ENTIRE AGREEMENT You agree that this Agreement is the complete agreement pertaining to the subject matter hereof
(including references to information contained in a URL or referenced policy) and this Agreement supersedes all prior or
contemporaneous written or oral agreements or representations existing between You and Oracle with respect to such
subject matter. You acknowledge that the terms of this Agreement (including the license for the Program) are separate
from the terms governing the Associated Product, and that this Agreement does not include the grant of any right to use
the Associated Product. If any term of this Agreement is found to be invalid or unenforceable, the remaining provisions will
remain effective. Oracle's failure to enforce any right or provisions in this Agreement will not constitute a waiver of such
provision, or any other provision of this Agreement. If You are located in the province of Quebec, Canada, the following
clause applies: The parties hereby confirm that they have requested that this Agreement and all related documents be
drafted in English. Les parties ont exigé que le present contrat et tous les documents connexes soient rediges en anglais.
ACKNOWLEDGMENTS
Both parties acknowledge and agree that (i) this Agreement is solely between Oracle and You, and that Apple is not
a party to this Agreement; (ii) Oracle is solely responsible for the Program and the content thereof; and (iii) Apple, and
Apple's subsidiaries, are third party beneficiaries of this Agreement, and that, upon Your acceptance of the terms and
conditions of this Agreement, Apple will have the right (and will be deemed to have accepted the right) to enforce this
Agreement against You as a third party beneficiary hereof.
CONTACT INFORMATION
For any questions, complaints or claims with respect to the Program, please contact Oracle at Global Customer Support
at 1-800-633-0738, or online at https://support.oracle.com.
Last updated 30 March 2015
359
Oracle Social Relationship Management
Social Relationship Management User Guide
8
Chapter 8
Developer Documentation
Developer Documentation
Developer Documentation
Custom Data Source Analyzer API
The Custom Data Source Analyzer API (CDSA API) is a programming interface that enables you, our customer, to pass
your own data into Listen.By adding your data into Listen, it will be fully analyzed against Topics and Indicators, with the
results visible in the Listen dashboard.
By adding your data into Listen, it will be fully analyzed against Topics and Indicators, with the results visible in the Listen
dashboard.
About Custom Data Source Analyzer API
The Custom Data Source Analyzer API (CDSA API) allows you to load your own private data into the Listen component of
SRM, where it is analyzed and displayed in the Dashboard alongside public social media data.
The CDSA API uses a set of API calls using HTTP BASIC authentication over SSL, which processes data provided in a
JSON format.
What can this API do?
The CDSA API allows you to view analysis of your own data in Listen alongside the social media posts that Listen
provides as standard.
The CDSA API can accept data from any source that has unstructured text that can be analyzed, together with an author.
Data loaded through the CDSA API undergoes the same processing and analysis as the standard social media data in
Listen, and is presented in the same screens. The only differences are that data loaded through the CDSA API is only
ever visible to your users, will never be shared in any way with other companies using Oracle SEM, and that CDSA API
data is displayed as a custom data type in the Listen and Analyze dashboard.
Audience
This developer's guide is intended for software developers that need a technical guide for interacting with the Custom
Data Source Analyzer API.
360
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
Using the Custom Data Source Analyzer
Before Using the CDSA API
Before using the CDSA API, make sure you have the necessary pre-requisites:
SE&M & CDSA API Licenses
•
The CDSA API is a feature of Oracle Social Engagement and Monitoring (SE&M). The CDSA API cannot be used
without a valid SE&M license, and access to the SE&M dashboard is necessary in order to view the data loaded
by SE&M.
•
The CDSA API is a separately licensed component of SE&M. An additional CDSA API license must be purchased
in order to load data through the CDSA API.
License Keys
Use of the CDSA API requires two license keys:
•
•
Customer Key
API Key
These are provided to licensed CDSA API users and are accessed through the Listen application. You can find them on
the All Topics page of Listen & Analyze.
To access the CDSA license keys:
1. Navigate to Listen & Analyze.
2. Click the Topics tab to view all topics.
3. Click the Get API Key link on the right side of the page.
Custom Topics
When you load your data through the CDSA API, it is displayed in a Listen & Analyze Dashboard for a specific Listen
topic. Before you add your data, you will need to create a Listen & Analyze topic specifically for your data. For instructions
on creating a Listen & Analyze topic refer to Creating a Topic.
When you create a topic for CDSA API data, you have to configure certain settings to make sure your data will display
correctly. Under Advanced Options, in the Topic Scope section, click Custom.
Note: Make sure that when you create your topic you match all the criteria that your CDSA API data has, including
in particular that the topic has search terms to match all your CDSA API messages. Your CDSA API data will not
display correctly unless it matches the topic criteria.
Preparing Your Data
The CDSA API can process a rich set of data, however it must be presented in the format expected by the CDSA API.
This means you will need to match your data schema to the CDSA API schema (see the CDSA API schema topic).
361
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
The data will need to be presented in a JSON format. JSON is a widely used standard for data interchange. Data is
loaded through the CDSA API in Jobs, with each Job consisting of a JSON document containing one or more messages.
The maximum number of messages in a batch is 15000 messages.
Note: If you are having difficulty getting your data into a valid JSON format, the JSON website can often help.
There are a few things that are important to consider when loading data into the CDSA API:
•
Language Identification: Messages will only be loaded if they are identified as using a supported language. If
you know the language of a message, then the best approach is to specify this using the ‘languageTag’ attribute.
This will ensure that the message is correctly identified with the required language and loaded accordingly.
If you don’t know the language of each message, for example if you have a lot of messages using many different
languages, then the CDSA API will automatically identify the language for you. Automatic language identification
is performed for all messages that do not have the ‘languageTag’ specified. Automatic language identification is
highly accurate, but cannot be guaranteed to be 100% accurate, especially with very short messages with few
words, or messages that use a lot of jargon or abbreviations. If no ‘languageTag’ is specified, and the language
cannot be automatically identified (or is identified as an unsupported language), then the message will not be
loaded.
•
Character Set: The CDSA API can only process data that uses the UTF-8 character set. UTF-8 is a widely used
standard that allows the use of characters from all languages around the world, however sometimes data can
include characters that are not part of UTF-8, especially when that data comes from unknown sources or many
different sources. If data uploaded to the CDSA API includes non-UTF-8 characters then the whole job is likely to
fail.
To avoid any problems make sure that you use ‘UTF-8’ as the character set when you’re saving your data for
upload. You can clean out non-UTF-8 characters from files using the following command on Linux:
iconv -f utf-8 -t utf-8 –c
•
Required Fields: Messages will only be loaded if they have all the required fields. These are:
•
•
•
At least one Text field (can be either ‘Subject’ or ‘Body’)
Source URL
Date/Time created (publishedAt)
Some fields require data to be provided in a particular format; for example, the "languageTag" must be a twoletter code for a supported language (i.e. “en”). The "Constraints" column of the Schema section of this document
gives details of any specific formats required by the CDSA API.
Checking Your Data
Before you load your data, we strongly recommend you validate the data first.
This is especially important when you are developing a new integration to the CDSA API. Validation uses a special API
call that accepts and checks CDSA API data, but does not actually load anything.
Validation offers the following main benefits:
•
In the case of any problem with the data it provides details of what is causing the problem.
362
Oracle Social Relationship Management
Social Relationship Management User Guide
•
Chapter 8
Developer Documentation
Once data is loaded through the CDSA API it can’t be removed. Validation allows testing to be performed without
affecting live data.
Loading the Data
Once your data has been validated, you can load into Listen & Analyze through the CDSA API.
Make sure you have your active topic with Custom Scope created before performing any data load. If there are no
schema violations in the data, the data will be loaded successfully. If there are any errors in the data, then the error details
are returned by the CDS API. The user will then have to fix the errors and reload the data.
Note: The upload size should not exceed 25 MB.
Viewing the Data
Once your data has been successfully loaded, it can be viewed in Listen & Analyze dashboards.
Once you are in the Dashboards section, click the topic you created for the data, and your data will appear. If you use the
date range selector, the data will appear for the date specified in the publishedAt field when the data was loaded.
Routing CDSA API Messages to Engage
If you want to route CDSA API messages to Engage:
•
•
All messages must be within the last 7 days.
All messages must have a message URL.
About General Guidelines
URL
All CDSA API calls use the same host (api.collectiveintellect.com) and all use HTTPS exclusively.
All URLs follow the same format:
https://api.collectiveintellect.com/customDataSourceApi
363
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
Encryption
All CDSA API calls are encrypted using HTTP/SSL.
This ensures that both the header (including the license keys) and the payload are secured at all times.
Authentication
All CDSA API calls require HTTP BASIC Authentication using the following credentials:
•
•
User: Customer Key
Password: API Key
Error Messages
The CDSA API supports the standard HTTP response codes:
•
•
•
•
•
•
•
•
•
200 OK: Request successfully executed and the response has content.
201 Created: Resource successfully created. The response contains the created resource.
204 No Content: Request successfully executed and the response doesn't have content.
304 Not Modified: Document has not been modified for a conditional GET request.
400 Bad Request: The request could not be understood by the server due to malformed syntax.
404 Not Found: The requested resource was not found.
413 Request Entity Too Large: The uploaded data is too large to process.
415 Unsupported Media Type. The media type is not supported.
500 Internal Server Error: The server encountered an unexpected condition which prevented it from fulfilling the
request.
In addition we provide more detailed information when the validate API call is used. This is covered in the API calls
section of this document.
Sample Errors Found Response
The following lists a sample error found in the response message.
Response Entity:
{
"type": "http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html#sec10.4.5",
"title": "Not Found",
"status": 404,
"detail": "The server has not found anything matching the Request-URI.",
"o:errorDetails": [
{
"type": "http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html#sec10.4.5",
364
Oracle Social Relationship Management
Chapter 8
Social Relationship Management User Guide
}
]
Developer Documentation
}
"title": "javax.ws.rs.NotFoundException",
"detail": "Job does not exist",
"o:errorCode": "98e8ed3e2ddc63f2",
"o:errorDetails": []
Response Headers:
HTTP/1.1 404 Not Found
Content-Language: en
Content-Type: application/json
About the CDSA API Data Schema
All data loaded into the CDSA API must be in JSON format and must conform to a fixed schema, which is described in
this topic.
Table 5: CDSA API Data Schema
The following six column table describes the CDSA API data schema.
CATEGORY
NAME
REQUIRED
TYPE
FUNCTION
CONSTRAINTS
Message
passThroughId
Not Required
String
Customer defined ID
for the message.
Not applicable
365
Oracle Social Relationship Management
Chapter 8
Social Relationship Management User Guide
CATEGORY
Developer Documentation
NAME
REQUIRED
TYPE
FUNCTION
CONSTRAINTS
publishedAt
Required
Date/Time
Date/time message
was created. Will be
used for the message
date/time in the
dashboard.
ISO 8601 compliant
Seehttp://
tools.ietf.org/html/
rfc3339#section-5.6
Valid dates:
1990-12-31T23:59:59Z
1990-12-31T23:59:59.1Z
1990-12-31T23:59:59.12Z
1990-12-31T23:59:59.123Z
1990-12-31T23:59:59-08:00
1990-12-31T23:59:59.1-08:00
1990-12-31T23:59:59.12-08:00
1990-12-31T23:59:59.123-08:00
Invalid Dates:
1990-12-31T23:59:59.1234Z
1990-12-31T23:59:59.1234-08:00
Should not be
before unix epoch,
that is: Jan 01,
1970, 00:00 UTC
( 1970-01-01T00:00:00.000Z )
Date-time should be
past values, future
date-time values are
invalid
url
Not Required
URI
URL of message
maxLength:10000
parentId
Not Required
Integer
ID of parent message. Range: 0 to
1099511627775 (40
bit)
languageTag
Not Required
String
Native language
of message. The
language given here
will always be used. If
no language is given
then the language
will be automatically
identified.
location
Not Required
Location
The location of the
Type 'Location'
message, with both
described in the
latitude and longitude. location.
author
Not Required
Author
The author of the
message.
Type 'Author'
described in the
author.
source
Yes
Type 'Source' .
The source of the
message.
message.source
texts
Yes
Type
The text used in the
'CommonNamedText. message.
Minimum : 1
Valid values are a
custom subset of
IETF language tags
as described in RFC
4646 (IANA codes).
message.named_texts
maxLength of all text
fields is 30000
366
Oracle Social Relationship Management
Chapter 8
Social Relationship Management User Guide
Developer Documentation
CATEGORY
NAME
REQUIRED
TYPE
FUNCTION
CONSTRAINTS
Location
displayName
Not Required
String
Location name
Fluid field identifying
the location
country
Not Required
String
Country code
ISO codes country
is mandatory only
when region is given,
otherwise it is optional
region
Not Required
String
Region
Not applicable
subRegion
Not Required
String
Sub-region
Not applicable
locality
Not Required
String
Locality
Not applicable
longitude
Not Required
Float
Longitude coordinate
-180 to 180
Note:Either both
longitude & latitude
should be given or
neither should
latitude
Not Required
Float
Latitude coordinate
-90 to 90 Note:Either
both longitude &
latitude should be
given or neither
should
name
Not Required
String
Author name
Not applicable
displayName
Not Required
String
Username of author
such as Twitter
handle
Not applicable
description
Not Required
String
Description of author
Not applicable
profileUrl
Not Required
URI
Link to author profile
maxLength:10000
email
Not Required
String
Author's email
address
Not applicable
gender
Not Required
String
Gender of author
Must be either "male"
or "female" if used
birthDate
Not Required
Date/Time
Birth date of author
ISO 8601 standard
Should be after
1900-01-01T00:00:00.000Z
Date-time should be
past values, future
date-time values are
invalid
Author
367
Oracle Social Relationship Management
Chapter 8
Social Relationship Management User Guide
CATEGORY
CommonNamedText
Source
Developer Documentation
NAME
REQUIRED
TYPE
FUNCTION
CONSTRAINTS
passThroughId
Not Required
String
External ID of author
Not applicable
createdAt
Not Required
Date/Time
When the author
profile was created
ISO 8601 standard
Should be after
1970-01-01T00:00:000Z
Date-time should be
past values, future
date-time values are
invalid
imageURL
Not Required
URL
Link to image of
author
maxLength:10000
utcOffset
Not Required
String
Author's time zone
Must be compliant
with ISO 8601 time
zones Recommends
to use ±[hh]:[mm].
This means UTC ±
the specified time.
friendsCount
Not Required
Integer
Number of friends of
author
Minimum: 0
followersCount
Not Required
Integer
Number of followers
of author
Minimum: 0
sourceMessagesCount Not Required
Integer
Number of messages
posted by author
Minimum: 1
kloutScore
Not Required
Integer
Author's Klout score
Minimum: 0
Maximum: 100
location
Not Required
Location
Author's location,
with both latitude and
longitude.
name
Not Required
String
Name of text type
Must be either "body"
or "subject"
text
Required
String
Text contents
The length of all text
fields summed up
together should not
be more than 30000
characters.
name
Not Required
String
Name of message
source
maxLength : 100
URL
Required
URL
Link to home page of
message source
maxLength:10000
368
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
About the Types of CDSA API Call
There are two flows for running the CDSA API: Production and Test.
We highly recommend you use the Test flow first before using the Production flow.
About API Calls
Job Creation
•
•
Submits a CDSA API job to be loaded into Listen.
•
•
Data can be a plain JSON media or gzipped JSON file.
Requires a json document containing a set of messages. The message format should follow the pre-specified
JSON schema. http://docs.oracle.com/cloud/social/doc.1/srm/developers/cdsa.html#schema<
The "Content-Type" header should be set according to the content type in use:
•
•
application/json (plain JSON file - default)
application/gzip (gzipped JSON file)
•
If the uploaded data is valid, then a job will be created and a job ID will be returned. You can use this job ID to
track the status of the job. If there are errors in the uploaded data, then a detailed error message describing the
error will be returned as the response and the job will not be created.
•
In cases where job creation was successful, the following is returned: id, status, and links. Links contains a
metadata link which describes the resource and two more links which point to the resource.
•
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe –X POSThttps://api.collectiveintellect.com/customDataSourceApi/v1/job -T
data.json
Success Response
Response Entity:
{
"id": "54e27518407845e694c264c18b8bf26e",
"status": "DataReceived",
"links": [
{
"rel": "self",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job"
},
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job"
},
{
"rel": "describedBy",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/metadata-catalog/job"
369
Oracle Social Relationship Management
Social Relationship Management User Guide
}
]
}
Chapter 8
Developer Documentation
"receivedMessagesCount": 3,
"validMessagesCount": null,
"categorizedMessagesCount": null,
"errorMessage": null
Response Headers:
HTTP/1.1 201 Created
Content-Language: en
Content-Type: application/json
Location:https://api.collectiveintellect.com/customDataSourceApi/v1/job/a5300e4e6c6a48509f352fd5fa9dd63f
Failure Response
In cases where there are errors in the data.
Response entity:
{
}
"status": "Failed",
"errorMessage": "Validation failure. One or more messages does not match the prescribed schema",
"o:errorDetails": [
{
"type": "https://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html#sec10.4.1",
"title": "object has missing required properties ([/"publishedAt/"])",
"o:errorPath": "/"/1/"",
"messageId": 1
}
],
"links": [
{
"rel": "self",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job"
},
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job"
},
{
"rel": "describedBy",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/metadata-catalog/job"
}
]
Response Headers:
HTTP/1.1 200 Created
Content-Language: en
Content-Type: application/json
370
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
Job Status
•
•
•
•
Queries the status of a previously submitted job, and returns the results for jobs that have completed.
Requires the job_id to be specified in the URL. This job_id is the ID return by the Job Creation API.
The current status of the job is returned. Valid statuses are:
•
•
•
DataReceived - Job data received and queued for initial processing
•
•
•
PipelineProcessing - Job data undergoing pipeline processing
TransformProcessing - Job data undergoing initial transformation processing
TransformCompleted - Job data has completed initial transformation processing and is queued for
pipeline processing
Completed - Job completed. Valid data available in SE&M UI
Failed - Job failed. No data loaded.
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/job/
a5300e4e6c6a48509f352fd5fa9dd63f -v
Success Response
Response Entity:
{
"id": "a5300e4e6c6a48509f352fd5fa9dd63f",
"status": "Completed",
"links": [
{
"rel": "self",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job/
a5300e4e6c6a48509f352fd5fa9dd63f"
},
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job/
a5300e4e6c6a48509f352fd5fa9dd63f"
},
{
"rel": "describedBy",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/metadata-catalog/job/{jobId}"
}
]
"receivedMessagesCount": 3,
"validMessagesCount": 3,
"categorizedMessagesCount": 0,
"errorMessage": null
}
Response Headers:
HTTP/1.1 201 Created.
Content-Language: en
371
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
Content-Type: application/json
Location:https://api.collectiveintellect.com/customDataSourceApi/v1/job/a5300e4e6c6a48509f352fd5fa9dd63f
Job Status Get All Jobs
•
•
•
•
•
Queries the statuses of a previously submitted jobs, and returns the results for jobs that have completed.
Optionally, you can specify a date range.
For partner accounts, jobs are listed by customer.
The current status of the job is returned. Valid statuses are:
•
•
•
DataReceived - Job data received and queued for initial processing
•
•
•
PipelineProcessing - Job data undergoing pipeline processing
TransformProcessing - Job data undergoing initial transformation processing
TransformCompleted - Job data has completed initial transformation processing and is queued for
pipeline processing
Completed - Job completed. Valid data available in SE&M UI
Failed - Job failed. No data loaded.
Sample usage using Curl without a date range:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/jobs -v
•
Sample usage using Curl with a date range:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/jobs/
startDate=2017-04-26&endDate=2017-04-27 -v
Success Response (without a date range)
Response Entity:
{
"customer_id": 3659,
"customer_name": "SDP Dev",
"total_no_of_jobs": 2231,
"status_message": "Fetched jobs successfully!",
"successful_jobs": [
{
"id": "d7d825603d554bc393761b9df7307f55",
"status": "Completed",
"receivedMessagesCount": 6,
"validMessagesCount": 6,
"categorizedMessagesCount": 0,
"errorMessage": null,
"createdAt": "2017-04-26 07:05:51 +00:00"
},
{
"id": "001e99d126df468fb304f2d6fb421018",
"status": "Completed",
"receivedMessagesCount": 6,
372
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"validMessagesCount": 6,
"categorizedMessagesCount": 0,
"errorMessage": null,
"createdAt": "2017-04-26 07:02:36 +00:00"
}
},
.......
]
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json
Location:https://api.collectiveintellect.com/customDataSourceApi/v1/jobs
Success Response (with a date range)
Response Entity:
{
}
"customer_id": 3659,
"customer_name": "SDP Dev",
"total_no_of_jobs": 3,
"status_message": "Fetched jobs successfully!",
"successful_jobs": [
{
"id": "d7d825603d554bc393761b9df7307f55",
"status": "Completed",
"receivedMessagesCount": 6,
"validMessagesCount": 6,
"categorizedMessagesCount": 0,
"errorMessage": null,
"createdAt": "2017-04-26 07:05:51 +00:00"
},
{
"id": "001e99d126df468fb304f2d6fb421018",
"status": "Completed",
"receivedMessagesCount": 6,
"validMessagesCount": 6,
"categorizedMessagesCount": 0,
"errorMessage": null,
"createdAt": "2017-04-26 07:02:36 +00:00"
},
{
"id": "92841ec28df94726960d22323b65fc7f",
"status": "Completed",
"receivedMessagesCount": 6,
"validMessagesCount": 6,
"categorizedMessagesCount": 0,
"errorMessage": null,
"createdAt": "2017-04-26 06:10:20 +00:00"
}
]
Response Headers:
373
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json
Location:https://api.collectiveintellect.com/customDataSourceApi/v1/jobs
Data Validation
•
•
Used to check that the data to be loaded has the correct format prior to uploading.
•
Requires a json document containing a set of messages. The message format should follow the prespecifiedJSON schema.
•
•
•
It will not create a job. It will validate the data and return the exceptions, if any.
It is strongly recommended the data validation call is used before the production call is used as once data has
been loaded it cannot be removed.
Data can be a plain json file or gzipped json file.
The "Content-Type" header should be set according to the content type in use:
•
•
•
application/json (plain JSON file - default)
application/gzip (gzipped JSON file
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X POST https://api.collectiveintellect.com/customDataSourceApi/v1/validate -T
valid.json -v
Successful Validation Response
Response Entity:
Null
Response Header:
HTTP/1.1 204 No Content
Errors Found Response
Response Entity:
{
“type”: “http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html#sec10.4.1”,
“title”: “Json validation failure.”,
“o:errorDetails”: [
{
“type: “http://www.w3.org/Protocols/rfc2616/rfc2616-sec10.html#sec10.4.1”,
“title”: “object has missing required properties ([/”publishedAt/”])”,
“o:errorPath”: “/”/entry/1/””,
“messageId”: 1
374
Oracle Social Relationship Management
Social Relationship Management User Guide
}
]
Chapter 8
Developer Documentation
}
Response Headers:
HTTP/1.1 422 Unprocessable Entity
Content-Language: en
Content-Type: application/json
Location:https://api.collectiveintellect.com/customDataSourceApi/v1/job/a5300e4e6c6a48509f352fd5fa9dd63f
Version URI Metadata
•
•
•
•
Metadata call returning the various versions available under the root resource.
It gives a list of all the versions available.
Response entity follows the schema specified in the Oracle's REST standard document.
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/metadatacatalog -v
Successful Validation Response
Response Entity:
{
"items": [
{
"name": "job",
"link": {
"rel": "canonical",
"href": "http://slc06caf.oracle.com/v1/metadata-catalog/job"
}
},
{
"name": "validate",
"link": {
"rel": "canonical",
"href": "http://slc06caf.oracle.com/v1/metadata-catalog/validate"
}
}
],
"links": [
{
"rel": "self",
"href": "http://slc06caf.oracle.com/v1/metadata-catalog"
},
{
"rel": "canonical",
"href": "http://slc06caf.oracle.com/v1/metadata-catalog"
}
]
375
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
}
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json
Job Creation Metadata
•
•
Used to get the metadata of the job creation call.
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/metadatacatalog/job -v
Standard Response:
Response Entity:
{
"$schema": "http://json-schema.org/draft-04/hyper-schema#",
"description": "A collector service job created while posting a payload to the Custom DataSource
API.",
"additionalProperties": false,
"title": "job",
"type": "object",
"required": [
"unid",
"customerXid",
"pipelineSystem"
],
"properties": {
"fileSize": {
"description": "Size of the file containing the payload",
"type": "integer"
},
"createdTime": {
"format": "date-time",
"description": "Date time when the job was created",
"type": "string"
},
"validMessagesCount": {
"description": "No. of messages valid in the payload",
"type": "integer"
},
"transformedMessagesCount": {
"description": "No. of messages valid in the payload",
"type": "integer"
},
"id": {
"description": "Unique identifier among all jobs",
"type": "integer"
},
"receivedMessagesCount": {
"description": "No. of messages received from the payload",
376
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"type": "integer"
},
"categorizedMessagesCount": {
"description": "No. of messages successfully categorized to the customer topic",
"type": "integer"
},
"status": {
"description": "Status Id of the collector service job",
"type": "enum"
},
"pipelineSystem": {
"description": "Denotes the pipeline system, should be Enterprise.",
"type": 0
}
}
},
"javaType": "com.oracle.ci.collector_service.model.CollectorServiceJob"
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/metadata-catalog/job
-v -H
"Accept:application/schema+json"
Response Entity:
Json schema for the input data format.
Validate Data Metadata
•
•
Used to get the metadata of the validate data call.
Can optionally return the schema used for the validation by including a “Accept:application/schema+json” header
Without schema
•
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/metadatacatalog/validate -v
Response Entity:
{
"$schema": "http://json-schema.org/draft-04/hyper-schema#",
"description": "Validating a payload for the Custom Data Source API without creating a collector
service job actually in the system.",
"title": "validate"
}
377
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json
curl -u RGhhcm1hIFJhbyBTb25QQQ==:da945b768bdea3b0 -X GEThttp://api.collectiveintellect.com/
customDataSourceApi/v1/metadata-catalog/validate-v-H "Accept:application/schema+json" -v
Including schema:
•
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1/metadatacatalog/validate -v -H "Accept:application/schema+json" -v
Response Entity:
Json schema for the input data format. The message format should follow the pre-specified JSON schema.
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: text/plain; charset=UTF-8 (It should be application/json)
Version Sub-Resources
•
•
Used to get the resources for a given version of the API.
Sample usage using Curl:
curl -u abcdef:7180fadf552a46fe -X GET https://api.collectiveintellect.com/customDataSourceApi/v1 -v
Response Entity:
{
"items": [
{
"name": "job",
"links": [
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job"
}
]
},
{
"name": "job/{jobId}",
"links": [
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/job/{jobId}"
}
]
},
{
"name": "validate",
"links": [
{
378
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/validate"
}
]
},
{
"name": "metadata-catalog",
"links": [
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1/metadata-catalog"
}
]
}
],
"links": [
{
"rel": "self",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1"
},
{
"rel": "canonical",
"href": "https://api.collectiveintellect.com/customDataSourceApi/v1"
}
]
}
Response Headers:
HTTP/1.1 200 OK
Content-Language: en
Content-Type: application/json; charset=UTF-8
Sample Payload File
[
{
"passThroughId": "Default Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
379
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "I am looking for enterprise data only by Preethi as of June 12th",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 67890,
"languageTag": "en"
},
{
"passThroughId": "Random Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
380
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
},
{
"text": "Black Friday Shopping was good said Preethi from california and test for Author Field
as of June 12th",
"name": "body"
}
],
"publishedAt": "2015-07-08T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 847256596408,
"languageTag": "en"
},
{
"passThroughId": "MIN Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "I hate shopping on black fridays says Preethi and test for Author Field on June 12th",
"name": "body"
}
],
"publishedAt": "2015-05-07T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
381
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 0,
"languageTag": "en"
},
{
"passThroughId": "MAX Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "I dont like the weather today told Preethi and test for Author Field as of June 12th",
"name": "body"
}
],
"publishedAt": "2015-05-07T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 2001,
382
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"languageTag": "en"
},
{
"passThroughId": "Negative Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "It is raining in california on June 8th good weather to stay home, bad weather to be
at work and driving on the roads said preethi. did you go black friday shopping? and test for Author
Field",
"name": "body"
}
],
"publishedAt": "2015-05-07T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 1,
"languageTag": "en"
},
{
"passThroughId": "Too low Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
383
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "The weather in east coast is pretty bad when Preethi went and Preethi had a bad time
and test for Author Field",
"name": "body"
}
],
"publishedAt": "2015-05-07T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 670,
"languageTag": "en"
},
{
"passThroughId": "Too Big Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
384
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-03-14T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "I found some good deals during black friday shopping and test for Author Field for
Preethi on June 12th",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 679,
"languageTag": "en"
},
{
"passThroughId": "Wrong Integer Type Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
385
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "What did you buy on black friday shopping? Sears Sucks big time...This is what I want
to say about the message body and test for Author Field ",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 57,
"languageTag": "en"
},
{
"passThroughId": "Wrong Type Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "Target had good deals on black friday shoppping and test for Author Field",
"name": "body"
386
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 65,
"languageTag": "en"
},
{
"passThroughId": "None Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "Black friday is gone and the weather was good for shopping. Body shop is close by and
I want to pass this message and test for Author Field",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
387
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 766,
"languageTag": "en"
},
{
"passThroughId": "Empty Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "This is good for the community I think. There are really good things that is being
done. This message is for everybody and test for Author Field",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://good.things.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 78,
"languageTag": "en"
},
{
388
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"passThroughId": "Missing Message parentId",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "Christmas is soon approaching.. holdiay shopping is done on black friday and I hope
the weather will be nice and test for Author Field. This week the weather is very cold. Whole body is
shivering, the message is not right",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"languageTag": "en"
},
{
"passThroughId": "Duplicate Message parentId (1)",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
389
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "Christmas is soon approaching.. holdiay shopping is done on black friday and I hope
the weather will be nice and test for Author Field",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://example.acne.com/messages/jsmith/1234567890",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 159677303404,
"languageTag": "en"
},
{
"passThroughId": "Duplicate Message parentId (2)",
"author": {
"displayName": "jsmith",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://example.acne.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
390
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 8
Developer Documentation
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://example.acne.com",
"texts": [
{
"text": "example subject",
"name": "subject"
},
{
"text": "Christmas is soon approaching.. holdiay shopping is done on black friday and I hope
the weather will be nice and test for Author Field",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://christmas.shopping.com/messages/psridhara/123",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 159677303404,
"languageTag": "en"
},
{
"passThroughId": "Testing EDC End to End",
"author": {
"displayName": "psridhara",
"kloutScore": 83,
"passThroughId": "example author",
"name": "Jonh Smith",
"followersCount": 205,
"gender": "male",
"imageUrl": "http://example.acne.com/profiles/jsmith/picture.jpg",
"birthDate": "1990-03-20T17:47:46.000Z",
"sourceMessagesCount": 1780,
"profileUrl": "http://ede.test.com/profiles/jsmith",
"utcOffset": "+08:00",
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"friendsCount": 55,
"email": "[email protected]",
"createdAt": "2015-06-12T16:30:03.000Z",
"description": "good user"
},
"url": "http://ede.test.com",
"texts": [
{
391
Oracle Social Relationship Management
Social Relationship Management User Guide
},
{
Chapter 8
Developer Documentation
"text": "EDC Test",
"name": "subject"
"text": "I hope December doesnt end. This is a very nice month. People are in vacation mood and
test for Author Field and so is PReethi on June 12th",
"name": "body"
}
],
"publishedAt": "2015-06-12T16:38:07.000Z",
"source": {
"url": "http://christmas.shopping.com/messages/psridhara/123",
"name": "example source"
},
"location": {
"displayName": "USA",
"locality": "San Jose",
"country": "us",
"region": "US-CA",
"longitude": 33.05,
"subRegion": "Main Street",
"latitude": 37.33
},
"parentId": 159677303404,
"languageTag": "en"
}
]
392
Oracle Social Relationship Management
Social Relationship Management User Guide
9
Chapter 9
Integrations
Integrations
Integrations
Unmetric
Unmetric provides competitive analytics for Facebook, Twitter, and other networks, which allow brands to compare their
social performance to public metrics of their competitors and other industries.
Our SRM integration with Unmetric displays Unmetric's competitive analytics in Custom Analytics.
In this topic, we'll go through connecting your Unmetric account to your SRM account in Workflow & Automation, and how
to view Unmetric metrics in Listen & Analyze.
Adding an Unmetric Account in Workflow & Automation
Before you can see Unmetric in Custom Analytics, you must connect your Unmetric account to your SRM account.
Before you connect Unmetric, there are a few things to consider:
•
•
Each Unmetric account can only be linked to one SRM bundle at a time.
When you link an Unmetric account to a bundle, all sub-bundles will have access to it. However, higher bundles
will NOT have access. Access cascades down, not up.
To link an Unmetric account to your root bundle:
1. Make sure you are in the root bundle.
2. Navigate to the Accounts tab in Workflow & Automation.
3. Click the Third Party Setup menu option from the left-hand menu.
4. Click the "Link" button. A modal will open, taking you to Unmetric's website. Follow the prompts to login and
authorize the link.
Once you have authorized the link in Unmetric, you'll be taken back to SRM, where the button will now read Unlink. If
needed, you can click Unlink to disconnect the Unmetric account from the bundle. You'll also see the name of the user
who linked the account and the timestamp for when it was added.
To link an Unmetric account to a sub-bundle:
1. Navigate to the edit page in Workflow & Automation for the bundle you want to add the Unmetric account to.
2. Click Link. A modal will open, taking you to Unmetric's website. Follow the prompts to login and authorize the
link.
393
Oracle Social Relationship Management
Social Relationship Management User Guide
Chapter 9
Integrations
Once you have authorized the link in Unmetric, you'll be taken back to SRM, where the button will now read Unlink. If
needed, you can click Unlink to disconnect the Unmetric account from the bundle. You'll also see the name of the user
who linked the account and the timestamp for when it was added.
Viewing Unmetric in Custom Analytics
Once you have linked an Unmetric account to SRM, you can then view those metrics in the Custom Analytics section of
Listen & Analyze. For complete information on using Custom Analytics, see Custom Analytics topic.
When you go to add a new module to a Custom Analytics report, you'll see Unmetric as a module option.
After you add the module, select the metric you want displayed, and the Unmetric group it applies to.
Save, and you'll see your chart with Unmetric data.
A Few Notes on Unmetric Data in Custom Analytics
•
The Unmetric module displays data from your Unmetric account. If you don't have Unmetric, you can view sample
data from a general Unmetric account.
•
•
Since all metrics are provided by Unmetric, please see their documentation for metric definitions.
If you don't see an Unmetric metric that you want in the list, file a Service Request with Oracle Support and we'll
look into adding it.
394
">