Microsoft Dynamics CRM 2013 Customer Center
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Add social listening visuals to a dashboard or account

Microsoft Social Listening scours social networks like Facebook and Twitter to help you monitor what people are saying about your products or brand, and then analyzes the data and presents it to you in easy-to-read charts and graphs.

These visuals help you spot emerging trends in people's comments, respond to service issues before they escalate, track marketing campaigns, gain insights about your competitors, and more.

CRM Online users can add Microsoft Social Listening charts and visuals to dashboards, or you can add them to account, contact, or competitor screens. You can also add Microsoft Social Listening charts and visuals to other types of records.

To help you get up and running quickly with Microsoft Social Listening, a system administrator sets up lists of common search terms for your organization in advance. Everyone shares and can select from the same pre-set lists of search terms to listen for on social networks like Facebook and Twitter.

Or, you can Set up your own searches for Social Listening for Microsoft Social Listening to monitor on social networks.


Tip

Want to know more about Microsoft Social Listening before you set it up? Check out the eBook: Microsoft Social Listening for CRM. This eBook shows you how Microsoft Social Listening can help you quickly analyze what people are really saying on vast social networks like Facebook and Twitter. Includes a gallery of all available charts and visuals with examples so you can get an idea of what's possible.



Important

Microsoft Social Listening is available on dashboards and for accounts (and other record types) for CRM Online Spring ‘14. CRM 2013 Service Pack 1 (on-premises) organizations can access Microsoft Social Listening via a website for a discounted rate. For more info about pricing and licensing, see Get ready for the spring wave of releases.


Create a social listening dashboard

You'll use a wizard to set up the search terms to listen for on social networks like Facebook and Twitter, and to select the charts or visuals you want to include on a dashboard.

People in sales, service, or marketing can create their own dashboards. CRM admins can create dashboards to share with the entire organization.

  1. To start the social listening wizard are different, follow the steps for your role.

    If you're in sales, service, or marketing

    1. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work area: Sales, Service, or Marketing. The work area name appears on the nav bar.

    2. Click or tap the work area name, and then click or tap Dashboards.

    If you're a CRM admin

    1. On the nav bar, click or tap Microsoft Dynamics CRM > Settings.

      Settings appears on the nav bar.

    2. Click or tap Settings > Customizations.

    3. Click or tap Customize the System > Dashboards.

  2. Click or tap New.

  3. Choose the layout to use for the dashboard, and then click or tap Create.


    Tip

    The 2-column regular dashboard layout is a good place to start because it gives you a simple design for up to four different charts.


  4. Type a name for the dashboard.

  5. To start the wizard, click or tap on the dashboard layout.

  6. On the Set up Social Insights page, click or tap Search topic, and then click or tap Next.

  7. In the Search topics list, select the list of terms to listen for, and then click or tap Next.

  8. From the Visual name drop-down list, select the name of the chart or visual. Each one includes a brief description to help you select the one you want.


    Tip

    To add more than one chart or visual, click or tap Add visual, and then select another chart or visual from the list.


  9. Click or tap Finish.

  10. Click or tap Save, and then click or tap Close. If you're the CRM admin, on the command bar, click or tap Publish so that other people can use the dashboard.

Add a social listening chart or visual to an account or other type of record

You'll use a wizard to set up the search terms to listen for on social networks like Facebook and Twitter, and to select the charts or visuals you want to include for an account.

You can also add social listening charts or visuals to contacts, competitors, or other types of records.

  1. Follow the steps for the app you're using.

    If using the CRM web application

    1. On the nav bar, click or tap Microsoft Dynamics CRM. Then select a work area: Sales, Service, or Marketing. The work area name appears on the nav bar.

    2. Click or tap the work area name, and then click or tap Accounts.

      You'll see a list of accounts. You may need to scroll to see the whole list.

    If using CRM for Outlook

    1. In the Navigation Pane, expand your organization if necessary, and then select your work area: Sales, Service, or Marketing.

    2. Expand Customers, and then click or tap Accounts.

      You'll see a list of accounts. You may need to scroll to see the whole list.

  2. Click or tap the account you want.

  3. To start the social listening wizard, click or tap Configure Social Insights.

  4. On the Set up Social Insights page, click or tap Search topic, and then click or tap Next.

  5. In the Search topics list, select the list of terms to listen for, and then click or tap Next.

  6. From the Visual name drop-down list, select the name of the chart or visual. Each one includes a brief description to help you find the one you want.


    Tip

    To add more than one chart or visual, click or tap Add visual, and then select another chart or visual from the list.


  7. Click or tap Finish.

 
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