Oracle SRM June 2017 Upgrades

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Oracle Social Network has announced the updates to Engage and Listen and work began in early June. If you are using SRM, check out the new upgrades and enhancements including Instagram posts in Listen! 

ENGAGE UPGRADE
 
Starting June 8, 2017, all users are now automatically directed to the new Engage interface when accessing it from within Oracle Social Cloud or from a bookmark. The new Engage interface will be the default experience for all users. Users will have the option to access the Classic Engage interface via the Back to Classic Engage link until July 20, 2017
 
ENGAGE ENHANCEMENTS
 
The following Engage enhancements make it easier for you to be more effective and proficient in responding to multiple messages. When using the new Engage, you can:
  • Filter by any or all selected labels

  • Display multiple photos in Tweets

  • Filter to unread posts and comments/replies

  • View a side panel that displays message activity

  • Display photos and videos for Facebook offers

 
INSTAGRAM POSTS WILL BE AVAILABLE!
 
On June 26, 2017, all active Listen topics with the Social Sites content type selected will begin collecting Instagram posts. Topic search terms will match Instagram post hashtags. Instagram posts will be shown in Listen with their associated images and videos.
 
Oracle Social Cloud customers can get insights from Instagram hashtag mentions in the Listen dashboard and see attached photos.
For customers who want to exclude Instagram content from topics, use the Source/Post URL filter and exclude instagram.com. Instagram posts will be matched only based on hashtags: caption text will not be matched. 
 
 

Oracle Social Relationship Management Winter 2016/2017 Features and Updates

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Winter is almost over! 

As a reminder, SRM stands for Social Relationship Management within Oracle CX. The Social Relationship Management platform provides the best customer experience software within the Oracle CX suite. The SRM platform is a web-based application that helps brands and marketers create and publish content to their social properties and monitor, manage and analyze the engagement with that content. SRM is always making updates so here's a few of the highlights on last year's updates!

Topic Alert Enhancements in Listen! 

There are four fields that you can use for topic alerts: Indicator, Sentiment, Location, and Content Type. Using these filters allow you greater control over the topics you follow which help for you to monitor many different social messages across your networks and accounts you follow.

Click on the drop down for the field that you want included in your topic alert. After you make your selection, fill out the rest of the topic alert page, and then click the “Save Alert” button at the top of the page.

Oracle’s SRM team provided some great examples:

  • Indicator Filter – If the “Intent to Switch" indicator for my “Car buying" topic goes above 500 messages, I want to know so that I can more closely monitor that topic and possibly work with a customer care agent.
  • Sentiment Filter – If the “Negative" sentiment for my “XYZ Conference" topic goes above 500 messages, I want to know so that I can more closely monitor that topic and possibly work with a customer care agent.
  • Location Filter – If I am running a campaign in Argentina and there have not been at least 50 mentions about it in the last 24 hours, I want to know, so that I can adjust and monitor my campaign more closely.
  • Content Type Filter – If the “Microblogs” content type for the “Atlanta" topic goes above 500 messages, I want to know as there may have been an unusual peak or a trending topic that I need to know about or address.
 

TWITTER PUBLISHING ENHANCEMENTS 

 
 

With the rise of Twitter’s new changes including the picture/video change which will not count towards your 140 character count, SRM has published new updates to help marketers use these new and exciting features!

  • Multiple Photo Publishing – You can add up to four photos when publishing content to Twitter via the SRM.
  • Native Video Publishing – For video content 140 seconds or less, you will experience silent inline auto-play. For videos greater than 140 seconds, the Twitter video card attributes will be applied.
  • Summary Card – You can publish to Twitter using the popular Summary Card format! This format allows you to view a rich photo along with a preview of the content contained in the article. This is a very exciting feature and seems to be growing in interest and impressions from prospects/customers as more and more customers see summary cards!
  • Twitter 140 Character Count Changes – Images and video included in a post will not be counted towards the 140 characters. Woohoo! What a relief for marketers! 
 

Eloqua and SRM Integration- What you need to Know

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Oracle Eloqua enables marketers to plan and execute automated marketing campaigns while delivering a personalized customer experience for their prospects. These campaigns scale for audiences across all channels including email, display search, video advertising, and mobile. With integrated lead management and easy campaign creation, the solution helps marketers engage the right audience at the right time in their buyer journey. By gaining real-time insight through customers’ Digital Body Language, sales teams can close more deals at a faster rate increasing Marketing's ROI.

The Oracle Social Relationship Management (SRM) platform is a web-based application that helps brands and marketers create and publish content to their social properties, and monitor, manage, and analyze the engagement with that content.

You can integrate Oracle Eloqua and Oracle SRM to leverage the following features for your organization:

  • The Oracle SRM SmartCap app

    Push an Eloqua landing page to Oracle SRM. Schedule social media messages that coincide with the launch of a campaign in Eloqua.

  • Dynamic Link Tracking and Campaign tags

    View click throughs on Oracle SRM published social links within Eloqua.

  • The Oracle SRM Custom Audiences app

    Facebook's Custom Audiences system allows you to match your customer lists to Facebook users, opening you to social marketing opportunities you may not have had before by sending your Eloqua contacts into Oracle SRM.

    Using the SRM Custom Audiences app, you can take Eloqua contacts and add or remove them from Facebook Custom Audiences via SRM. This app is available on the campaign canvas and program canvas.