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Marketing Cloud Social
Salesforce Spring
salesforcedocs
Last updated January
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
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CONTENTS
MARKETING CLOUD SOCIAL
Marketing Cloud Command Center
Social Studio Automate
Social Studio Mobile
Social Studio
INDEX
MARKETING CLOUD SOCIAL
Create manage and monitor engagement with your social media content and advertising presence
Marketing Cloud Command Center
To showcase a brands social presence use the Marketing Cloud Command Center application Command Center gives you live
details about what is happening on social media Use Command Center on large displays to monitor and display highlevel social
performance information
Social Studio Automate
Social Studio Automate augments your existing social platform functionality with the power of automation Its a rulesbased and
webbased software engine designed to process and sort social media content With custom conditions and selectable actions you
can process augment sort and direct incoming social media content for followup You can manage content for individuals and
teams across locations brands or departments all in a common interface with full planning and scheduling capabilities
Social Studio Mobile
To get closer to your customers on iOS devices and Android phones use Marketing Cloud Social Studio Mobile Use the same Social
Studio functionality from anywhere as if you were sitting on your desk Download the app for free from the iOS App Store or Google
Play
Social Studio
Social Studio is a onestop solution to manage schedule create and monitor posts You can organize posts by brand region or
multiple teams and individuals in a unified interface Social Studio offers powerful realtime publishing and engagement
Marketing Cloud Command Center
To showcase a brands social presence use the Marketing Cloud Command Center application Command Center gives you live details
about what is happening on social media Use Command Center on large displays to monitor and display highlevel social performance
information
Note Learn about the Workcom Command Center and Salesforces response to COVID Continue reading for information
about the Marketing Cloud Command Center in Social Studio
Command Center acts as the social media hub for summarized information from a brands Facebook or Twitter accounts
Access the app from its own URL or use an iPad that meets requirements
Command Center provides a central location so you can monitor and respond to social media posts quickly You can route responses
to the appropriate department And you can immediately respond and forward posts that contain product feedback support issues or
questions or product suggestions to the right department in real time
To ensure that you get the latest Social Studio features sign up on our Marketing Cloud Salesforce Help for Marketing Cloud Release
Communications Specify Marketing Cloud under Interests
Follow the steps at Marketing Cloud Receive Release Communications
Note Web analytics and historical data that is older than days is available upon request Email
marketingcloudsupportSalesforcecom with this information customer name tenant ID email contact information and the type
of historical data needed from the applicable topic profiles Upon receipt Salesforce provisions the specified products
Marketing Cloud Social
Use Cases
Use Cases
Command Center can be used in various ways across organizations for different purposes and industries
Get Started with Command Center
The Get Started with Command Center documentation page details how to get started with Marketing Cloud Command Center
including prerequisites
Navigation
In Command Center you can configure different options and view and create specific displays These displays show customized
data for social account and top profiles post activity
Command Center FAQs
Get the answers to frequently asked questions about Marketing Cloud Command Center
Glossary
View the Command Center glossary
SEE ALSO
Use Cases
Get Started with Command Center
Use Command Center on an iPad
Use Cases
Command Center can be used in various ways across organizations for different purposes and industries
Command Center can be used
Across organizations
For Different common purposes
For industries
Organizationwide Use Cases
Command Center can be used across the organization in these ways
Display the social health of your brands daily
Connect the entire organization to the consumer by putting the consumer on everyones desk and in everyones hands
Inform advertising and content strategy and development
Discover situations as they unfold and respond quickly
Empower teams with a platform to monitor and handle crisis management
Stream live information to customers at events online and via mobile
Show employees partners and vendors innovations at headquarters
Share metrics faster and in real time
Organize around several key consumerfocused metrics that appear globally
Run your social media program from anywhere in the world
Marketing Cloud Social
Use Cases
Common Purposes
Common Use
Feature
Business Insights
Identify realtime trends
Track Social KPI and any Advocates and Detractors
Ability to go from a broad global view down to a focused post
level view
Actionable Insights
Supplement Service and Support activities
Act as a nerve center with output becoming the input to
operational processes
Interfacing with Salesforce Customer Service
Event and Campaign
Promote attendee social participation and feedback
Measure campaign effectiveness
Adjust or amplify content in real time based on performance
and trends
Thought Leadership and Social Evangelism
Promote social internally
Promote internal social evangelism
To differentiate from other companies with customers
Industries Using Command Center
Education and NonProfit
Financial Services
Media Entertainment
Retail
Services
Healthcare
Technology
Travel
CPG
SEE ALSO
Configure Command Center
Customize Displays in Command Center
Navigation
Marketing Cloud Social
Get Started with Command Center
Get Started with Command Center
The Get Started with Command Center documentation page details how to get started with Marketing Cloud Command Center including
prerequisites
Command Center Prerequisites
To use Marketing Cloud Command Center review these software and hardware prerequisites
Access Command Center
Access Marketing Cloud Command Center using a customized URL in a web browser You can also access Command Center on an
iPad by creating and using a home screen shortcut See screens with viewonly with no editing possible To change or edit screens
change them through a desktop web browser
Considerations for Using Topic Profiles in Command Center
You create topic profiles in Social Studio for use in Marketing Cloud Command Center When configuring topic profiles in Social
Studio optimize their effectiveness by considering post volume and keyword group information considerations
Configure Command Center
Configure and customize Command Center to show current social media posts by themes custom headings and profanity settings
to best suits your needs Enable specific displays a user can add
Customize Displays in Command Center
To set the time frame and select to show posts from social accounts and topic profiles customize the screens in Marketing Cloud
Command Center Add multiple displays showing different options and accounts
Use Command Center on an iPad
Command Center can be used on a inch iPad but not the iPad Pro
SEE ALSO
Access Command Center
Considerations for Using Topic Profiles in Command Center
Configure Command Center
Command Center Prerequisites
To use Marketing Cloud Command Center review these software and hardware prerequisites
Software
iPad support
Support for Safari browser only
Supports only x on iPad only not iPad pro or iPad Mini
To get the maximum screen size for Command Center add a shortcut to the home screen To show full screen without safari
menu bar click Command Center
Browser Compatibility Since Marketing Cloud Command Center is webbased and independent of operating platform it is compatible
with the following browsers
Chrome current version
Safari
Marketing Cloud Social
Get Started with Command Center
Firefox current version
Internet Explorer v v and v
Support for IE and older versions of Chrome and Firefox is Grade B functional untested See Graded Browser Support for more
information
A valid login and password to Command Center Contact your account executive or email marketingcloudsupportsalesforcecom
with any account issues
A valid Marketing Cloud account and password if accessing Command Center within Marketing Cloud
Recommended Hardware
Review these recommendations for Expo or War Room Command Centers
GHz or faster processor
GB of available RAM
GB of harddisk space
Broadband Internet Hardwired Connection wireless not recommended
Minimum inch Screen
x display with bit video card
Appropriate and compatible cable for HD video connection VGA not recommended
Access Command Center
Access Marketing Cloud Command Center using a customized URL in a web browser You can also access Command Center on an iPad
by creating and using a home screen shortcut See screens with viewonly with no editing possible To change or edit screens change
them through a desktop web browser
Access Command Center with a URL
You can access Marketing Cloud Command Center from a customized URL using a desktop web browser Also you can access
Command Center using a mobile web browser with limited functionality
Access Command Center with an iPad
To get the maximum screen size for Marketing Cloud Command Center you can add a shortcut to the home screen To see a
fullscreen version Command Center without the Safari menu bar tap the shortcut
Access Command Center with a URL
You can access Marketing Cloud Command Center from a customized URL using a desktop web browser Also you can access Command
Center using a mobile web browser with limited functionality
Access your customized Command Center URL using httpscommandcenterradiancom
Enter a valid login username and password
Confirm your identity with multifactor authentication MFA
At Verify Your Identity provide a registered MFA verification method such as an authenticator app or security to finish logging in
If you havent registered a method youre prompted to do so before youre able to log in
Choose an option
a If your command center is branded choose your branded theme
Marketing Cloud Social
Get Started with Command Center
b If your command center is not branded choose one of the default themes
Tip If you dont have a theme for your organization you can contact your account manager for information on having a
custom theme created
Continue to Configure Command Center on page and Command Center Customize Display on page
SEE ALSO
Configure Command Center
Customize Displays in Command Center
Register MultiFactor Authentication Verification Methods for Social Studio
Access Command Center with an iPad
To get the maximum screen size for Marketing Cloud Command Center you can add a shortcut to the home screen To see a fullscreen
version Command Center without the Safari menu bar tap the shortcut
Tap the home screen shortcut to launch into Command Center
SEE ALSO
Use Command Center on an iPad
Considerations for Using Topic Profiles in Command Center
You create topic profiles in Social Studio for use in Marketing Cloud Command Center When configuring topic profiles in Social Studio
optimize their effectiveness by considering post volume and keyword group information considerations
Post Volume
Ensure that the post volume has at least an estimated monthly volume EMV of approximately per topic profile More than
can result increase data refresh times
Keyword Group Information
Ensure that a topic profile has six to eight keyword groups KWG When a topic profile has more than eight keyword groups text
can overlap in the display
Ensure that keyword group names
Are characters
Use plain language and easily discernible
Apply to the target audience
Dont use the following characters
You can use the topic profile in the future you can use it for different groups For example create a copy using the BRANDS group
type for competitive brands Create another copy using the COMPETITORS group type for competitors
SEE ALSO
Topic Profiles in Social Studio
Marketing Cloud Social
Get Started with Command Center
Configure Command Center
Configure and customize Command Center to show current social media posts by themes custom headings and profanity settings to
best suits your needs Enable specific displays a user can add
Manage Themes
Manage Themes in Command Center to either apply different themes duplicate or delete existing themes customize a theme or
delete a theme
Configure the Profanity Filter in Command Center
If you dont want certain words appearing on your Marketing Cloud Command Center screens use the Profanity filter Enter the
words that you want to block The Profanity filter works for English words only and doesnt support special characters
Create a Screen in Command Center
Create one or more Marketing Cloud Command Center screens of the same type using different data sources and configurations
Screens showing different accounts and topic profiles can provide a unique view of incoming posts
Delete a Screen in Command Center
You can delete a screen that you have created The screen can have the wrong data be the wrong screen type screen or you no
longer need You can also delete a screen that you have shared with others You cant delete screens that you created by other users
and shared with you Delete the screen from the Home screen in Marketing Cloud Command Center
Duplicate a Screen in Command Center
You see a screen in Marketing Cloud Command Center that was shared with you You like it but want to tweak a few things Only
the screens creator can change a shared screen But if you duplicate the screen you can make changes
Enable Screens
Limit the Command Center screen types that can be added
Remote Admin
Manage multiple command centers from a central location using Command Centers remote admin You can check the status of
your command center locations to see what screens are running manually reload and refresh them with the most current data
Set Custom Headings
You can define up to custom headings and subheadings per Command Center screen to display customized Topic Names with
timespan and post count variables in the screen title
Share a Screen in Command Center
You created a screen in Marketing Cloud Command Center that you are proud of Share that screen with other users in Command
Center Only you as the creator of the screen can share it or change it If others like the screen and want to make changes they have
to duplicate it
SEE ALSO
Manage Themes
Set Custom Headings
Manage Themes
Manage Themes in Command Center to either apply different themes duplicate or delete existing themes customize a theme or delete
a theme
Command Center comes with three base themes to use in displaying the various screens
Marketing Cloud Social
Get Started with Command Center
Manage Themes Tasks
Description
Access Theme options
Click the down arrow next to the theme title to see the options for
that theme Not all themes have the same options and depends
on the individual theme settings
Create a Custom Theme
Create a custom theme in Command Center from an existing theme
and define the background color font and upload a custom logo
Customize a Theme
An existing theme can be customized depending on the theme
settings Themes with a lock icon cannot be customized but you
can duplicate them for further customization You can also
customize user created themes
Click the down arrow option next to the theme title Select Edit
Change the theme name and background color for the theme If
the theme has been duplicated does not have a lock icon or is a
custom theme click Delete to delete the theme Click Apply
Changes
Duplicate a Theme
Select Duplicate in the theme options to duplicate the current
theme and make a copy of it
Delete a Theme
Select Delete in the theme options to delete the current theme
You can also select Delete within the Edit theme inspector
A confirmation appears asking if you want to delete the theme
The change cannot be reversed
Select a Theme
Select and apply defined themes to change the look of your
command center
The Marketing Cloud Command Center comes with three standard
base themes
Midnight Blue
Social Studio
Tuxedo
Enter a Theme name in Search if the number of themes fill the
screen
Select a Theme in Command Center
Select a theme of background color font and logo from predefined Marketing Cloud Command Center themes or create your own
based on an existing theme You can use a different theme without having to log out
Create a Custom Theme
You can create a custom theme in Command Center from an existing theme and define the background color font and upload a
custom logo
Marketing Cloud Social
Get Started with Command Center
Select a Theme in Command Center
Select a theme of background color font and logo from predefined Marketing Cloud Command Center themes or create your own
based on an existing theme You can use a different theme without having to log out
At the Command Center Home screen click Themes
If none of the shown themes shown is desirable click Create a Custom Theme
To modify a theme click
in that theme tile
Note Standard themes cant be changed only duplicated To change a standard theme duplicate it first
a To use that theme click Select
b To edit that theme click Edit
c To duplicate that theme and change it click Duplicate
If duplicating a standard theme the Create Custom Theme appears Follow the steps in Create a Custom Theme on page
d To delete that theme click Delete
You can select a new theme at any time The currently selected theme is shown with a green circle checkmark If the theme cannot
be customized and changed a lock icon appears in the top corner
Create a Custom Theme
You can create a custom theme in Command Center from an existing theme and define the background color font and upload a custom
logo
Click Create a Custom Theme
Enter a theme Name
Select a base theme from the Styling Based On dropdown
Upload an image for the theme The logo appears on the Command Center screens
Select the font for the theme
Set the color for the themes background color
Choose a background image to appear as the background for the displays either by selecting Change or dragging the new file to
the field
Note Custom themes require PNG GIF or JPG formats Images must be less than MB and x pixels
Choose either Scaled to Fit or Original Size for Background Image Size
Click Create You can customize the new theme further after applying it
Configure the Profanity Filter in Command Center
If you dont want certain words appearing on your Marketing Cloud Command Center screens use the Profanity filter Enter the words
that you want to block The Profanity filter works for English words only and doesnt support special characters
In the Command Center Settings menu select Profanity Filter
For Replace With enter the character to use to replace the letters of a blocked word on screens and posts
For example if you choose an asterisk as the character a fourletter blocked word is replaced with
Marketing Cloud Social
Get Started with Command Center
Click Edit filtered words
Enter the words separated by a comma
Special keyboard characters such as world elvira or nonEnglish character sets arent supported
Click Apply
Create a Screen in Command Center
Create one or more Marketing Cloud Command Center screens of the same type using different data sources and configurations Screens
showing different accounts and topic profiles can provide a unique view of incoming posts
Command Center organizes the screens by color and then by name within the color category
Orange icons represent marketingrelated screens
Blue icons represent socialrelated screens
Darker blue icons are salesrelated screens
Purple icons are servicerelated screens
Gray icons are for other screens
Click Create a New Screen
Select the type of screen
Tip To see a preview of the display click the eye icon
Enter a name for the new screen
Customize the screen based on its type
Click Create
The new screen appears as a tile on the Home screen
Delete a Screen in Command Center
You can delete a screen that you have created The screen can have the wrong data be the wrong screen type screen or you no longer
need You can also delete a screen that you have shared with others You cant delete screens that you created by other users and shared
with you Delete the screen from the Home screen in Marketing Cloud Command Center
From the Command Center home screen determine the screen you want to delete
Keep in mind
You can only delete screens that you have created
If you have shared a screen with other users a notice appears reminding you that you have shared the screen
You cant delete screens created by other users that are shared with you
Click
Delete
The screen is removed from the list of screens
To delete the screen when editing the screen select
Edit This Screen then select Delete
The screen disappears and you return to the Home tab
To delete more than one screen from the Home tab
a Hover over the first screen and click the circle
in the corner A checkmark appears
b Select another screen
Marketing Cloud Social
Get Started with Command Center
c To delete the screens click the trashcan icon
d At the confirmation click Delete
If you delete screens that you shared with other users a message appears to say that the selected screens are shared with other
users
The screens disappear from the Home tab
Duplicate a Screen in Command Center
You see a screen in Marketing Cloud Command Center that was shared with you You like it but want to tweak a few things Only the
screens creator can change a shared screen But if you duplicate the screen you can make changes
At the home screen in Command Center click
next to the screen to duplicate
Select Duplicate
A copy of the screen appears with Copy behind the screen title Change the copy to suit your needs
Enable Screens
Limit the Command Center screen types that can be added
Command Center organizes the screens by color and then by name within the color category
Orange icons represent marketingrelated screens
Blue icons represent socialrelated screens
Darker blue icons are salesrelated screens
Purple icons are servicerelated screens
Gray icons are for other screens
Click Enable Screen
To make a screen available select the screen
Tip To see a preview of the display click the eye icon
Click Apply
The screen type is available when creating a screen
Remote Admin
Manage multiple command centers from a central location using Command Centers remote admin You can check the status of your
command center locations to see what screens are running manually reload and refresh them with the most current data
You can also edit a particular screen or swap a screen for another You can manage any of the running Command Centers that are
utilizing the same user login only To take advantage of the remote admin capabilities launch the screens from the physical location
initially
