Twitter(also Facebook) is official integrated into CRM 7.0 EHP3

[JerryWang]

Our team has already integrated Twitter ( also Facebook ) into interaction center in CRM7.0 EHP3.

You can see an example below:

Create a tweet in twitter website:

Now I can see the tweet created just now in the web site.



And I can also see it in CRM IC agent inbox:



select the first row and I can directly reply it in CRM by clicking reply button:



just click the send button:



after click send button, I can see the reply also in twitter website:



Here below the screenshot is for Facebook:

I create a post in Facebook:





And the post could also be found in CRM system:



if you would like to integrate other social channel than twitter and facebook, you just have to implement your own client class for the new social channel, and all left tasks are centrally done by us from framework side.

you can get more detail information from consulting note 1832462 about social integration achitecture. Implementation detail for facebook client class: note 1832481. And note 1832480 for twitter.

Update on 2013-11-20 for reply to Kavindra:

We have defined a BAdI enhancement spot which you could do your specific analysis on the data extracted from web site.

We have delivered a sample implementation which could calculate the sentiment of the text posted in twitter & facebook like "Positive, Negative, Strong Positive, Neutral", with the help of SAP HANA Text Analysis Engine. Of course you could use your own TA engine within that BAdI enhancement implementation.

Welcome to post any questions you have here if you are interested with this topic.

New features available in EHP3 SP4

See the detail here.

[Former Member]

Hi Linda,

When you say images, do you mean if someone tweets a picture?

If so this is not currently supported and neither is a hyperlink to the picture. It will require the IC agent to physically navigate to the twitter account.

Many thanks

[Former Member]

Hello Michael...

in the Resultlist (where i see the tweets) i am having a ffield called  NODE whichis having an IMAGE as its value. This field is coming as X.

I want to know why this is not coming..?

Thanks,

Lijda

[Former Member]

To be honest with you Linda, I'm not entirely sure what that particular field is used for. It may have something to do with if you are running it on a HANA database. This is probably more of a question for jerry.wang or derry.dai

Many thanks,

Mike

[JerryWang]

Hi Linda,

I am not quite sure about what you mentioned. Could you please upload a screenshot here?

Best regards,

Jerry

[Former Member]

[Former Member]

Hello Jerry...

I have
uploaded a screenshot as you requested. Please check and shre some light...

Thanks in advance...

Linda.

[JerryWang]

Hi Linda,

In EHP3 SP4, if you turn on the related switch, the picuture you upload in the twitter & facebook will also be extracted into CRM system, and displayed in Social post overview page with attachment assignment block. For details you can refer to application help.

Image direct preview in IC agent inbox result list is not currently supported.

The field NODE has nothing to do with image preview functionality. In IC inbox result list, if you switch to tree view, there would be a small triangle by which you can expand the currently selected social post, to see all related to interaction record as hierarchy structure. Please see an example below.

Best regards,

Jerry

[Former Member]

many Thanks jerry.. Actually we were in Tree display mode only. But dont know y its not coming. But ahll your help so far has really helped me to acheive the goal. :smile:

[former_member193416]

Dear friends,

Thanks for being intersted for CRM social media solution.

Now we released our SP04 version, in this release, we support several new features.

I wrote an new blog post to introduce them in details.

You can find it in below link.

SAP CRM EHP3 SP04 Social Media Integration Solution New Features

B.R

Derry

[former_member211469]

Hi Experts

I am new to social medial features in SAP Web UI. We stopped to start implementing SAP JAM as a social media solution for our enterprise collaboration as SAP JAM is cloud application and the cloud data does get saved in CRM data base and it gets saved in Sap data centers, which is disclaimer with our client. 

I just come through the current blog 'twitter(also facebook) is official integrated into CRM 7.0 EHP3' .

If we use this features in CRM Web UI and share the data over facebook/twitter, is this shared data is going to save in facebook/twitter database right?

Regards

Hamid

[former_member193416]

Hi Hamid,

If you use our feature in CRM web client UI, all the data will be saved into CRM database as well as social channel database(facebook & twitter).

In CRM, we also support framework to ensure the data privacy for different rule in different countries.

Hope it helps!

B.R

Derry

[former_member211469]

Hi Thanks for the reply.

What are those rules.? Can provide me details to implement these rules.?

[Former Member]

Hi Experts,

Thank you for the useful blog!

I have followed and configured necessary configs and enhancements as mentioned in the Notes. But when i try to execute the Get_Post method of the z social media class, i am getting a '401 Authorization Required' error.

I have installed the SSL certificate VeriSign Root Certificates G5 Class3 into strust and it is active.

Can u please help me sight what the problem is that i am facing here and please help me find a relevant fix?

Any help is appreciated. Thanks!

Regards,

Paresh

[samarjeet_singh]

Informative, thanks for publishing it.

Regards

Samar