Escalating high-priority messages your company has received to team members that are better equipped to assist is a key to providing great customer service. In this Adobe Social tutorial, Michelle Hernandez teaches you how to configure escalation management to share customer messages in a timely manner.
- Adobe Social makes it easy for you to escalate…any messages your company has received on social media…to other team members who may be better equipped…to send a reply.…But, before you set up workflows to help with…responding to users on social media,…let's discuss how to first configure escalation management.…In an earlier chapter, we discussed adding users in groups…in Adobe Marketing Cloud.…In order to configure your escalation management,…you need to create a group for escalation moderators…in Adobe Marketing Cloud.…So, let's jump back to that part of the tool.…
But, remember, you have to have Admin access…in order to access this area and add users or groups.…If you don't, then reach out to someone who does…so they can configure escalation management for you.…When you click on the Groups tab,…you're going to want to probably create…a new user group if you don't already have…escalation moderators set up.…Since we already have it set up I'm going to…walk through this example.…As you can see, our group name is EscalationModerators…
Author
Michelle Hernandez
Released
12/10/2015This course will familiarize new users with the Adobe Social platform. Social media marketing expert Michelle Hernandez shows how to publish content, set up reports and publishing workflows, add campaigns, create tags, and track competitors. Plus, learn how to set up social listening rules to monitor conversations across the social web. You can also see how your campaigns are performing with Adobe Social's impressive analytics tools. Want to keep your online communities on track? Watch the chapters on unified moderation, which allows you to moderate comments across multiple platforms and implement auto-deletion and escalation rules. By the end of the course, you should be able to more effectively manage your brand, engage your audience, and measure ROI from all your social media marketing efforts.
- Explain how to add users and groups to Adobe Social.
- Describe how to add social properties to Adobe Social.
- Summarize how to set up social listening rules.
- Recall how to track your competitor’s pages.
- Describe how to use the content calendar.
- Cite the tools you can use in Adobe Social to track your success.
- Differentiate between the two types of moderation rules in Adobe Social.
- Describe the various dashboards in Adobe Social.
Skill Level Beginner
Duration
Views
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Introduction
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Welcome1m 29s
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1. Getting Started with Adobe Social
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Logging in to Adobe Social1m 13s
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Adding social properties4m 51s
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Adding campaigns3m 8s
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Creating page groups2m 3s
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Managing Google Circles2m 19s
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Adding link shorteners1m 57s
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Tracking competitor pages1m 39s
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SAINT classifications1m 2s
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2. Publishing Social Media Content
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3. Viewing Social Analytics
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Creating custom reports3m 57s
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4. Using Unified Moderation
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Using moderation feeds2m 8s
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Creating moderation rules4m 28s
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5. Viewing Dashboards
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Using dashboards1m 34s
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Conclusion
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Next steps1m 5s
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Video: Configuring escalation management