Microsoft Dynamics CRM 2013 Customer Center
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Set up your own searches for Social Listening

To help you get up and running quickly with Microsoft Social Listening, a system administrator sets up lists of common search terms (also referred to as “search topics”) 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.

However, if you want Microsoft Social Listening to monitor different search terms, you can use a wizard to set up your own searches.


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 Social Listening can help you quickly analyze what people are really saying on vast social networks like Facebook and Twitter. The eBook includes a gallery of all available charts and visuals with examples so you can get an idea of what's possible. For more info about pricing and licensing, see Get ready for the next release.


Set up your own search on a social listening dashboard

You'll use a wizard to set up your own search terms to monitor on social networks, and to select the charts or visuals you want to include on a dashboard.

  1. On the nav bar, choose 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.

  3. Click or tap New.

  4. 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.


  5. Type a name for the dashboard.

  6. To start the wizard, click or tap the Social Listening button () on the dashboard.

  7. On the Set up Social Insights page, click or tap Search topic > Create a new search topic. Complete the fields on the screens.

    • To group this search by the type of record (for example, accounts, competitors, or contacts), in the Select a category for this search topic drop-down list, select the record type.

    • In the Keywords to search for field, enter the terms to search for, separated by commas. Social Listening finds exact matches, but the terms aren't case-sensitive. For best results, include variations on the terms (for example, “phone” and “phones”).

    • In the Keywords that must be INCLUDED in results field, enter additional terms that are required in results. These additional terms will narrow your search (think “AND”).

    • In the Keywords that must be EXCLUDED from results field, enter terms you don't want in results. Use exclusions to avoid overwhelming your results with irrelevant keywords (think “NOT”).

  8. Click or tap Next.

  9. 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.


  10. Click or tap Finish.

  11. Click or tap Save, and then click or tap Close.

Set up your own search for an account or other type of record

If you want to monitor emerging trends on social media for an account, you can use a wizard to set that up.

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

    2. Choose the work area name, and then choose 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 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 Create a new search topic. Complete the fields on the screens.

    • To group this search by the type of record (for example, accounts, competitors, or contacts), in the Select a category for this search topic drop-down list, select the record type.

    • In the Keywords to search for field, enter the terms to search for, separated by commas. Social Listening finds exact matches, but the terms aren't case-sensitive. For best results, include variations on the terms (for example, “phone” and “phones”).

    • In the Keywords that must be INCLUDED in results field, enter additional terms that are required in results. These additional terms will narrow your search (think “AND”).

    • In the Keywords that must be EXCLUDED from results field, enter terms you don't want in results. Use exclusions to avoid overwhelming your results with irrelevant keywords (think “NOT”).

  5. 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.

Applies To

Microsoft Social Listening

CRM Online

CRM 2015 on-prem

CRM 2013 on-prem

 
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