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Many novices are not very clear about the social media integration solutions of SAP CRM, Twitter and facebook. In order to help you solve this problem, the following editor will explain it in detail. People with this need can come and learn. I hope you can learn something.

Our team has integrated Twitter (also known as Facebook) into the interaction center of CRM7. 0 EHP3 .

You can see the following example:

Create tweets on twitter: now I can see the tweets I just created on the site.

I can also see it in the CRM IC Agent inbox:

By selecting the first line, I can reply directly in CRM by clicking the reply button:

Simply click the send button:

The following is a screenshot of Facebook:

I created a post on Facebook:

The position can also be found in the CRM system:

If you want to integrate social channels other than twitter and facebook, you only need to implement your own client classes for the new social channels, and all the remaining tasks are centrally done by us from the framework side.

You can get more details about the social integration architecture from Advisory Note 1832462. Implementation details of the facebook client class: note 1832481. 1832480 of Twitter.

We have defined a BAdI enhancement point where you can analyze the data extracted from the web site in detail.

We provide a sample implementation that calculates the emotions of text posted on twitter and facebook, such as "positive, negative, strongly positive, neutral" with the help of the SAP HANA text analysis engine. Of course, you can use your own TA engine in your BAdI enhanced implementation.

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