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Social media
Use public social networks to listen and engage in new ways. Hear what's being said. Automatically filter what's important. Know who's influential. And respond quickly and appropriately. Because questions and requests from customers on social networks become part of your case queue, social media is simply another channel that benefits from the features of the Service Cloud.
See social profiles of your contacts
Use the social contacts feature to see your contacts' social profiles and activities (on Facebook, LinkedIn and Twitter), including pictures and published profile information. Agents can get a deeper understanding of their customers' interests and needs with a single click, without having to leave Salesforce.
Listen, learn, and deliver amazing service
Provide quality customer service in near real-time anywhere on the Social Web. Monitor a high volume of service-related social conversations, automatically prioritize conversations by sentiment and social influence, and define sophisticated rules to route issues to the right agent - all within the Service Cloud.
Manage the conversation volume with ease
The first process automation engine for the Social Enterprise, Salesforce Social Hub provides the power to quickly and efficiently route social posts to the right product or topic expert. Use it to automatically create customer sentiment cases, and to pinpoint and react to customers with a big following on the social web.
Let customers and agents share ideas and answers
Creating your own social community comes naturally with Salesforce CRM. Your website can include an interactive destination where customers post ideas or questions, vote on the answers of their peers, and add their own comments.
Learn from the wisdom of the crowd
It's important to get direct feedback on the quality of your service or the content you create. Within the social features of Salesforce CRM, your community can leave comments and vote to promote or demote files, Web links, docs, or ideas. The results: a more active and involved community and for you, better insight into what they're thinking.