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9/30/2014 SAP CRM EHP3 SP04 Social Media Integration Solu...

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Customer Relationship Management (SAP CRM)
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Dear friends,

Thanks a lot for being intersted in SAP CRM social media integration solution, now our latest release EHP03 SP04 is
released to market, you can download and try it out in case you are intersted.

Now let me give you a brief introduction about the main feature we delivered in this release.
1. Support inbound attachment.
Beside the post text conent, now we support to also retrieve the attachments in post, e.g. pictures and documents,
etc. Then in the post overview page,
CRM agent can see thses attachments and open it to see the details.

All the attachments are stored in SAP content management server, so all the functions which standard CM
supported like virus scan is also supported for social media.

In order to support the attachment function, customer needs to update theri channel adapter class to latest version
which can be downloaded from consulting note.

2. Include conversation history block also in post reply page.
Now, we add the conversation history AB to post reply page as well, so that agent can check the conversation
context easily during reply.
SAP CRM EHP3 SP04 Social Media Integration
Solution New Features
Posted by Derry Dai in Customer Relationship Management (SAP CRM) on May 8, 2014 7:50:12 AM
Share 11 1 Like
9/30/2014 SAP CRM EHP3 SP04 Social Media Integration Solu... | SCN 2/4

3. Enhance the application log for social data retrieving.
As now, the social media data is retrieved by the backgroud job, so if there are some error occured, e.g. client
certificate is expired, API changes by the social media channel, it is difficult for the IT guy to do the trouble shooting.

In order to make the trouble shooting process easier, we enhance our error logging logic to log the very detailed steps
during whole data retrieving.
Then customer's IT guy can go to transaction 'SLG1', and check the log object 'CRM_SOC' and sub-object
'SOC_MANAGER' to get more details.

4. Support Before-Save BAdI for social media post.
From SP04, we now create an new BAdI "Before-Save" for social media post.
It can be used in senarios like below.
(1) The social media channel you are connecting can also give you the main category and sentiment of the
post to you, you don't want the text analysis engine to calculate them again. You can use this BAdI to fill
these two fields from additional attributes table.
(2) If you have some rules which can be used to filter out some junk social post (e.g. define black-list for
some social media users), you can check logic in this BAdI impl and remove the post entries from changing
parameter. Then this post will not be saved into CRM system.

That's all the main functions we provides in SP04.
Welcome your questions and suggestions! ^-^

1466 Views Topics: customer_relationship_management
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Average User Rating
(3 ratings)
0 Tweet 4 Share 11 1 Like
Like (0)
Michael Bowell May 8, 2014 9:53 AM
Great stuff! I especially like the application log, it took me a while last time to figure out the client
certificate had expired!
Like (1)
Andrei Vishnevsky May 8, 2014 11:52 AM
Thanks for sharing! I'd add the mentioned consulting note number 1832481 - How to implement
Facebook API for CRM Interaction Center
Like (0)
ANEESH BISWAS Jun 17, 2014 10:57 AM
Hi Derry! Thanks for this post!

I have a requirement where the client wants to have FB and Twitter campaigns. Most of the integration
I readso far is on Interaction center. Just wanted to know if we can use it for marketing campaigns as

Also, we have a Ehp3 system. Can this be used?

Like (0)
Derry Dai Jun 19, 2014 4:33 AM (in response to ANEESH BISWAS)
Hi Aneesh,

Yes, it can be supported by some custom development.

If want details, please send me your email address, then i can share some document
with you.

Like (0)
Michael Liermann Jun 20, 2014 8:44 AM (in response to Derry Dai)
Hi Derry,

I am also really interested in your details about marketing campaigns using FB and
Twitter. Could you send me your information?

Thanks a lot,
Like (0)
Engin Ekizler Jul 21, 2014 9:19 AM (in response to Derry Dai)
Hi Derry,

It's cool stuff I would like to learn more about FB and twitter campaign integration
like Aneesh and Michael.

Could you please share the mentioned documents with me?
Thanks a lot,
Like (0)
Andrei Vishnevsky Jul 21, 2014 10:47 AM (in response to Derry Dai)
It would be great if Derry Dai shares the document on SCN not vial emails.
Otherwise comments to this blog post will become just a flood asking "could I have
the same on my email address?". Thank you.
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Like (0)
ANEESH BISWAS Jul 24, 2014 9:19 AM (in response to Derry Dai)
I have sent you my email id in a direct msg. Thanks!
Like (0)
Sylvain AGUETTAZ Jun 27, 2014 11:46 AM
Hi Derry,

Great stuff here. In our sandbox environment, we manage to make work the twitter integration.
We are struggling with Facebook. We are trying to read posts with the standard program
CRM_SOC_SMC_HARVEST_DU. In the log, we are getting the following error : "Bad Request".

We are in EHP3 SP04, and we use the code provided in the OSS note 1832481 - How to implement
Facebook API for CRM Interaction Center
Any idea what the problem could be ?

Thanks in advance.

Best regards,