Instructions for Social Console Users Migrating to eGain Solve 21

After updating from v17 to v21, users may have noticed that the Social Console was discontinued. Administrators and Social Console users can now find functions of the Social Console within the Advisor Desktop and Administration Console in v21. Social Searches that were previously created in the Social Console are now called Social Streams. Social Streams are now run in the Advisor Desktop via the Social Inbox. Social Streams can be adjusted in the Administration Console.

Advisor Desktop

Administrators and Social Console users can now find information on the Social Dashboard, the Social Inbox, and Servicing Social Activities in the Advisor Desktop Help.

The Social Dashboard

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

From here, the following items can be viewed:

It is important to note that Streams were previously referred to as Searches in v17. 

The Social Inbox

The Social Inbox displays the results generated from streams and the responses posted to the social sites. The stream results are displayed under the Social Inbox tab. The list of responses posted from the agent desktop and the content posted can be viewed in the Inbox. The Social Inbox is also where cases are generated for content that requires a response and where content that can be used for Knowledge Base articles can be harvested. 

The following actions can be performed from within the Social Inbox:

Servicing Social Activities

With social functionality enabled, social media managers can help create and find content related to their company on social networks. They can create activities for social search results that need some action, or need to be responded to. They can also post to social networks with an account that represents the company, which will then need monitoring and updates to track any comments or activities associated with the post. Social activities are marked with icons that identify the social media platform that they originated from.

Users can service activities for the following social media platforms:

Users can also service failed posts from within the Advisor Desktop.

Administration Console

Administrators and Social Console users can find information on Configuring the System for Social, Social Settings, Social Media Accounts, and Streams in the Administration Help.

Configuring the System for Social

Social functionality provides social managers with the ability to view social posts from customers across all their various social networks, directly publish social content to social networks, and respond to customers' posts. Once Social has been configured, social managers can begin using it to manage and reply to social posts. 

Users can find detailed instruction on the process necessary to set up Social functionality, enable it, and start using it in the Administration Help.

Social Settings

Administrators can control Social Settings within the Administration Console. For more detailed instruction, users can visit the Administration Help.

Social Media Accounts

Accounts are used by the application to interact with social media networks. Once a social media account has been configured for use in the application, it can be used to create streams for social content, post messages directly to social accounts, allow agents to respond to social activities, etc. Streams used for monitoring social media networks require that a corresponding account first be configured. 

Once an account is connected, social managers can post content directly to their business's social media page via the Post function.

Administrators can configure the following Social Medeia Accounts:

Streams

Streams allow social managers to see related social posts by sorting and pulling them from each social media network connected via an account. Streams can be configured to monitor Instagram, Twitter, YouTube, and Facebook, and can be customized to look for certain types of posts and social media content.

Streams automatically pull content for all social media outlets. Social posts and content pulled by each stream is displayed in the Social Inbox. Streams that can be configured include:

Administrators can also view Social Attributes for Case Creation, Disable Streams, and Delete Streams within the Administraton Console.