The purpose of this webinar is to highlight some of the awesome features available within the Salesforce that help companies adopt and manage social as part of their Marketing, Sales and Service DNA, rather than just something the marketing team takes care of. These tips go beyond the 101 and 102 training and are hyper focused on hacks and focused tips that will add practical value to your social media workflow. It doesn't matter whether you are currently a Salesforce customer, or are assessing Salesforce as a strategic technology platform - this training will highlight the cooler features that not everybody knows about. This webinar will cover the following Salesforce 17 #ProTips created by seasoned Salesforce Social vet Robin Leonard: 1. Workspaces 2. Content Library 3. Publish Workflow 4. Content Reporting 5. Engage Workflow and Reporting 6. Enabling Social Cases, Social Leads and Social Journeys 7. Creating Dashboards 8. Using Workbenches for Reporting 9. Integrate Social with your BI Platform 10. Intelligent Tagging 11. Intelligent Crisis Notifications 12. Salesforce Live Message + Social Hub 13. Lightning Service Console 14. Social Sidebar 15. Using Milestones to track KPIs 16. Command Center 17. CRM targeted Social Advertising 18. Social Advertising Look-a-like Lead Gen Loop

1. Build a Smarter Customer Journey
Social #ProTips
4 June 2017
Version 1.0
Robin Leonard
CEO & Co-Founder
@robin_afd
with

2. Agenda
​
1. Introduction: 5 mins
2. ProTips: 40 mins
3. Q&A: 15 mins
@robin_afd
Robin Leonard

3. Robin Leonard
Co-Founder & CEO AFDigital
● Ex-Customer Service Agent
● Telco Business Analyst
● Deep CRM and BI experience
● IBM Agile PM
● Passionately geeky
Founded AFDigital in 2011
Radian6 Partner in 2012
Spent last 6 years helping large
companies adopt social at scale
with the latest technology.
@robin_afd

4. Trusted by Household Brands across APAC
Australia
+ NZ
Singapore
+ ASEAN
Philippines
Global Delivery Center

5. We are a Tech-Enabled Full Service Digital Agency
Social Management
Publishing, engagement
and analytics.
Email Marketing
Responsive and relevant
email marketing.
Content Marketing
Blog, Social and Web
Content.
Reporting & Insights
Enable data-driven agile
decision making.
Marketing Automation
Build a smarter 1:1 customer
journey.
1:1 Advertising
Target individuals with relevant
ads using CRM data

6. Agenda
​
1. Introduction: 5 mins
2. ProTips: 40 mins
3. Q&A: 15 mins
@robin_afd
Robin Leonard

7. Safeharbor
​
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the
assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements
we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability,
subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements
of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service,
new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or
delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and
acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and
manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization
and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our
annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and
others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be
delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

8. Analyze
Listen to your customers, gain insights and
track performance across global brands
Engage
Connect with customers and prospects at
scale to nurture community and provide
customer service
Publish
Plan, collaborate and execute social
campaigns across teams, brands and
geographies
Command Center
Drive digital awareness across the entire
enterprise
Automation & Intelligence
3RD
PARTY
APPLICATIONS
The Salesforce Social Eco-System

9. Let’s get started.

10. #ProTip 1: Don’t overthink workspaces
Built for Enterprise/Agencies,
most companies are simple.
1. Use 1x workspace per brand / set of
social accounts
2. Don’t allow users to create or edit
Workspaces
Each workspace = administration effort

11. #ProTip 2: Squeeze your content
Content is a tangible asset,
practice re-cycling
intentionally.
1. Regularly review best performing
content
2. Content team saves time and can
re-use content
3. Plan and control global campaigns

12. #ProTip 3: Throw out your content spreadsheets
The key is to use drafts and
comments and only use
approvals at the end.
1. Build your calendar in Draft
2. Review as a team in the app - add
comments until everybody is ok
3. Schedule post for publishing
4. Trigger approval rule
5. Approver does final check and
approves

13. #ProTip 4: Segment your content with Publish Labels
Get Campaign stats!
Tag, filter and manage a specific
campaign or content theme.
1. Setup a Publish Macro e.g. “Campaign”
2. Filter using the Publish Macro in
a. Calendar
b. Performance (Reports)
c. Shared Content
3. Download CSV

14. #ProTip 5: Engagement Workflow & Reporting
Engage
1. Build an Engage Template
a. Facebook Wall
b. Facebook Messenger
c. Twitter Listening
d. Twitter @Mentions
e. Twitter DMs
f. Instagram Listening
g. Instagram Comments
h. My Tasks Listening
i. My Tasks Social Pages
2. Setup Engage Macros
a. No Action
b. Complaint
c. Compliment
d. Feedback
e. Recruitment
f. Staff
g. Product (X)
h. Campaign (X)
i. Service (X)
3. Tag and close every post
4. Setup Custom Dashboard that
focuses on Engage metrics

15. #ProTip 5: Engagement Workflow & Reporting
1. Build an Engage Template
a. Facebook Wall
b. Facebook Messenger
c. Twitter Listening
d. Twitter @Mentions
e. Twitter DMs
f. Instagram Listening
g. Instagram Comments
h. My Tasks Listening
i. My Tasks Social Pages
2. Setup Engage Macros
a. No Action
b. Complaint
c. Compliment
d. Feedback
e. Recruitment
f. Staff
g. Product (X)
h. Campaign (X)
i. Service (X)
3. Tag and close every post
4. Setup Custom Dashboard that
focuses on Engage metrics
Analyze

16. #ProTip 6: Enable Social Cases, Leads & Journeys
Create a Social Case
in Service Cloud
Trigger a Social Journey
In Marketing Cloud
(Add Social Persona to Ad Audience & Journey)
Create a Social Lead
In Sales Cloud
Manual: Social Studio Engage Macro
Automated: Social Hub Rules All of these solutions require integration into CRM, configuration and testing. We
recommend seeking expert advice before trying this.

17. #ProTip 7: Dashboards for Days
Gone are the days when
you need a tech team to
build beautiful dashboards.
Analyze > Dashboards > Create New > Blank
Dashboard Template
Some great Dashboard ideas:
- Product Dashboard
- Service Dashboard
- Social Engagement Dashboard
- Social Page Dashboard
- Competitor Dashboard
- Industry Dashboard

18. #ProTip 8: Dashboards vs. Workbenches
Duplicate monthly custom dashboard
reports every month and share.
Use Workbenches to drill down and perform
macro / micro / campaign / crisis analysis.
Dashboards
(understanding the what)
Workbenches
(understanding the why)

19. #ProTip 9: Integrate Social with your BI Platform
https://resources.docs.salesforce.com/208/latest/en-us/sfdc/pdf/api_social.pdf
Pull data into your BI tool and compare social
sentiment with revenue and sales data

20. #ProTip 10: Automate your Tagging with Social Hub
Setup Post / Author tagging rules
Social Hub: Data Source + Rule + Content Library
View Labels in Engage and Analyze
social hub

21. #ProTip 11: Crisis Notifications
Set Email Crisis thresholds in Social Hub (NEW-ish FEATURE)
social hub
>300% the 7 day average?

22. #ProTip 12: Salesforce LiveMessage
New Salesforce acquisition!
SMS and Chat direct sync
with Service Cloud
Talk to your Account
Executive it’s a new license.

23. #ProTip 13: Lightning Service Console
Brand new and damn sexy.
Social is becoming more
integrated.
Wizard for social setup
available for Pro licenses
(new release!)

24. #ProTip 14: Social Sidebar add-on
Give your Social Agent
context on previous social
cases and interactions.
Link to install package:
https://ap4.lightning.force.com/packagingSetupUI/
ipLanding.app?apvId=04t36000000zrDz

25. #ProTip 15: Milestones to track KPIs
Be consistent with KPI
tracking across all Service
Cloud channels.

26. #ProTip 16: Command Centrecommand center
Don’t overthink the Command Center or the ROI.
It’s all about adoption.

27. This is a Facebook Lead Ad
#ProTip 17: CRM Targeted Social Ads

28. #ProTip 17: CRM Targeted Social Ads
Now it’s easy to target CRM contacts with social advertising automatically.
What does this unlock?
Picked a100 CRM contacts
Plus 500 Look-a-Likes

29. #ProTip 18: Social Advertising Look-a-Like Loop
Advertising Studio
Campaign 1: Existing Cust Look-a-like
Campaign 2: New Leads Look-a-like
Facebook Leads
Facebook Lead Ad
1. Existing Customer Look-a-Like
2. New Lead Look-a-LikesMarketing Cloud Connector
- Sync Salesforce CRM with
Marketing Cloud
- Ad Audiences refreshed
daily
3. It keeps acquiring similar leads.

30. Summer 17’ Social Release Features
https://releasenotes.docs.salesforce.com/en-us/summ
er17/release-notes/rn_social_customer_service.htm
Robin’s Release Notes:
1. AI for everybody
2. Lightning Console
3. Lightning Service Setup Wizard
4. Deeper integration between Social,
Sales, Marketing and Service
trailhead.salesforce.com/trails/sf_release_prep

31. Accelerators to Fast Track Social Adoption
LIMITED OFFER: 15% Discount if you sign-up before end of June

32. About the Client:
Hipages is a crowdsourcing app
that helps people find certified
Tradies to do odd jobs around
the home.
Problem:
Hipages believe that social is a
key strategic channel for both
Sales and Service, however they
were only using native social
pages, and had trouble keeping
track of cases and sales through
email.
Social Sales & Service for Marketplace
What we did?
AFDigital worked closely with hipages to setup Social Studio for their marketing teams, and
also connect it with Sales Cloud and Service Cloud to enable Social Leads and Social Cases.
The solution enables the manual escalation of Social Cases and Leads from Social Studio, as
well as the automated creation based on keywords using Social Hub intelligent rules engine.
The project kicked off 5 days after the contract was signed, and was deployed successfully and
on time exactly 2 weeks after kick-off.
Success Story
Social
Studio
Social
Customer
Service
Social Leads

33. Accelerators: Install, Integrate, Automate and Operate
PowerOn
From $5,000
Connect
From $10,000
Cadence
From $5,000/mo
TeamX
From $10,000/mo
Implementation
1-2 Weeks
Integration
2 Weeks
Marketing Ops
Managed Services
Dedicated Resources
“Team Extension” Staffing
Social
Email
Content
Reporting
Automation
Advertising
Install, Integrate and Automate Operate
JourneyX
From $10,000
Automation
2 Weeks

34. Agenda
​
1. Introduction: 5 mins
2. ProTips: 40 mins
3. Q&A: 15 mins
@robin_afd
Robin Leonard

35. Q&A
(15 mins)

36. Contact us for a Quote today!
+61 2 8046 6998
www.afdigital.com.au
L35 Barangaroo Tower One
Sydney, New South Wales