Sentiment Engagement - To be Deprecated?

[Former Member]

With the SAP Marketing Cloud 2002 release, I see the Sentiment Engagement App is being marked as 'To be Deprecated'. Anyone knows why this is and what this means to the customers who are already using this solution? is there an alternative within Marketing Cloud which will provide a like for like functionality? This is an excellent functionality when used with Twitter Integration and I am surprised SAP are taking this away unless a better alternative is provided!! Thanks for your time!!

[SahalyaBegum]

Dear Siva,

As per our Product management team, the reasons for deprecation are mainly too low match rates to allow real re-targeting of contacts from social platforms via other channels (for Facebook this is even not allowed by the Facebook terms and conditions and technically prevented). Social listening has become an own type of application, that for example, our partner Khoros fulfills to a far better extend than we are able with our lean application.

Here is some more information on the Khoros partner solution: https://www.sapappcenter.com/apps/49991/khoros-social-listening-for-sap-customer-experience#!overvie...

Best regard,
Sahalya

[Former Member]

Hi Sahalya,

Thanks for the answer. But it sounds to me like the reason is it is not currently adding a lot of value to customers(please correct me if I misunderstood this). On the contrary, currently there is a strong business case for some of the customers to use this application and it does add value to them. I do not see the Twitter Integration API being deprecated so technically we can still target contacts based on that but the Sentiment Engagement app provides a very intuitive UI and built in sentiment analysis and business can make something of a very large number of tweets very easily.

I do understand your point on Social listening being a things of its own and I have seen Khoros before but the caveat is that it will require separate budgeting which a lot of customers cannot afford to at the moment.

If there is no technical limitation I still do not understand why it should be deprecated and be removed from customers who are using it when it can be left as it is? Thanks for your time!!