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SAP CLOUD FOR

CUSTOMER –

CONNECTING TO SOCIAL

MEDIA VIA TWITTER

VERSION 1 – C4C 1408

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TABLE OF CONTENTS

Forward ...................................................................................................................... 4

Introduction ................................................................................................................ 4

Twitter to C4C Integration .......................................................................................... 5

1. Create Twitter API ............................................................................................ 5

2. Create Cloud for Customer Media Channel ...................................................... 8

3. Schedule a Communication Job ..................................................................... 12

4. Further Processing ......................................................................................... 14

About De Villiers Walton ........................................................................................... 16

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INDEX OF FIGURES

Figure 1 – Twitter Developer Area ............................................................................. 5

Figure 2 – Manage Twitter Apps ................................................................................ 5

Figure 3 - Create New Twitter App ............................................................................. 5

Figure 4 - Twitter Application Configuration ............................................................... 6

Figure 5 - Change Twitter App Permissions ............................................................... 7

Figure 6 - Twitter API Keys ........................................................................................ 7

Figure 7 - Launch Silverlight ....................................................................................... 8

Figure 8 - Service & Social Settings ........................................................................... 8

Figure 9 - New Media Channel ................................................................................... 9

Figure 10 - Media Channel Twitter Keys .................................................................... 9

Figure 11 - Connect with Twitter Channel .................................................................. 9

Figure 12 - Authorise the Connection to Twitter ....................................................... 10

Figure 13 - Get Twitter Account Details .................................................................... 10

Figure 14 - Media Channel ID & Settings ................................................................. 11

Figure 15 - Save the New Media Channel ................................................................ 11

Figure 16 - Media Channel Summary Overview ....................................................... 12

Figure 17 - Create New Media Channel Job ............................................................ 12

Figure 18 - Media Channel Import Run Setup .......................................................... 13

Figure 19 - New Media Channel Import Run Schedule ............................................ 13

Figure 20 - Media Channel Import Run Schedule Setup .......................................... 14

Figure 21 – Tickets View .......................................................................................... 14

Figure 22 - Twitter Message in Cloud for Customer ................................................. 15

Figure 23 - Associated Service Ticket ...................................................................... 15

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FORWARD

Currently, SAP is promoting the SAP Cloud for Sales component of the SAP Cloud

for Customer cloud solution most aggressively.

While this is an obvious starting point for many customers, we believe that the SAP

Cloud for Social Engagement component is not getting enough “air time”.

When implemented alongside the more traditional email, voice and chat channels

supported by the Customer Service functionality within SAP Cloud for Service, SAP

Cloud for Social Engagement can help your business to deliver a truly excellent

customer experience.

INTRODUCTION

SAP Cloud for Customer provides out-of-the-box functionality to connect to multiple

social media feeds, including Facebook and Twitter. This eBook details the process

to link into your company Twitter account, delivering comments directly into your

CRM system, before automatically routing them to the teams and individuals best

placed to respond.

The system utilises the power of its’ SAP HANA database to run in-built algorithms

which automatically ascertain the sentiment of a given Tweet, and to identify the

relevant customer and products. System workflow can then be used to assign and

alert the relevant parties to react accordingly.

A completely automated link into your company’s Twitter feeds, all included as

standard.

Read below how easy it is to set this up in your SAP Cloud for Customer system.

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TWITTER TO C4C INTEGRATION

1. CREATE TWITTER API

The first step in the process is to create an API application for the Twitter account

that is to be used to feed communications into SAP Cloud for Customer. Any Tweet

specifically directed to this account will be passed into the system.

Log onto the account on the Twitter website, and then navigate to the Developer

area as shown.

Figure 1 – Twitter Developer Area

At the bottom of the Developer area, you should next chose to manage your Twitter

applications.

Figure 2 – Manage Twitter Apps

This now allows you to create the Twitter side of the connectivity. To do this start by

selecting the button to create a new application.

Figure 3 - Create New Twitter App

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Complete the required fields as detailed, agree to the terms and conditions, and

select to create your application.

Figure 4 - Twitter Application Configuration

Field Use

Name Application name (32 chars max)

Description

Used to fully describe the application (10-200 chars)

Website

Insert the URL of your Cloud for Customer tenant.

Callback URL Again, the URL of your Cloud for Customer tenant is needed here to allow two-way communication between your Cloud for Customer tenant and Twitter.

When the application is created, change the setting in the Permissions tab to the

option Read, Write and Access direct messages, then choose to Update

Settings.

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Figure 5 - Change Twitter App Permissions

Now switch to the Keys and Access Tokens tab, and make note of the two keys that

have been generated for your application.

Figure 6 - Twitter API Keys

xxxxxxx

xxxxxxx

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2. CREATE CLOUD FOR CUSTOMER MEDIA CHANNEL

Next, you need to create a Media Channel in the Cloud for Customer system to set

up the communication to your Twitter application, and hence your Twitter feed.

First, navigate to the Silverlight version of Cloud for Customer via the Adapt option

on the menu bar as shown below.

Figure 7 - Launch Silverlight

To create a new Media Channel navigate to the Administrator work centre and

select the Services and Social Settings view.

Figure 8 - Service & Social Settings

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Now choose the option Social Media Channels, and select the New

Figure 9 - New Media Channel

Select the channel type, and insert the Twitter application keys generated when the

Twitter application was set up.

Figure 10 - Media Channel Twitter Keys

Next, select the Connect to Channel button, which establishes the link to your

Twitter application.

Figure 11 - Connect with Twitter Channel

A new browser window should now open from the Twitter website, asking for your

authorisation for Cloud for Customer to communicate with tour Twitter account.

Select Authorize app to continue.

SAP Cloud for Customer now confirms the connection, and you can close the

browser window.

xxxxxxx

xxxxxxx

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Figure 12 - Authorise the Connection to Twitter

Select the Get Account Details button in section 4 of the Social Media Channel

Setup screen.

Figure 13 - Get Twitter Account Details

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This simply fills the Channel field with your Twitter handle.

Figure 14 - Media Channel ID & Settings

Complete the ID & Language fields as appropriate.

The selection field Block Responses allow you to stop your service agents from

replying to Twitter messages from within the Cloud for Customer system.

Fill in the Twitter Account for Responses if you wish any replies to originate from

another Twitter handle.

When you have completed the settings select the Save and Close button. Refresh

the list if necessary to see your newly created media channel.

Figure 15 - Save the New Media Channel

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3. SCHEDULE A COMMUNICATION JOB

Click on the Channel ID to open the summary of your media channel.

Figure 16 - Media Channel Summary Overview

The next step is to create a background job to run on a periodic basis to collect any

new relevant Twitter messages which have been created.

First, select the Create Run icon as below.

Figure 17 - Create New Media Channel Job

Give the newly created background job a description and confirm that the correct

Channel ID has been automatically selected.

Note that a single job can be used to poll several different Media Channels by adding

the relevant Channel ID.

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Now, Save and close you new background job.

Figure 18 - Media Channel Import Run Setup

The final step is to set up a schedule for the background job. Select the Schedule

icon from the Media Channel overview screen as below.

Figure 19 - New Media Channel Import Run Schedule

Now complete the required scheduling options. The standard setting here is to poll

your Twitter feed every 1-5 minutes.

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Figure 20 - Media Channel Import Run Schedule Setup

4. FURTHER PROCESSING

When a Twitter message is directed specifically at your Twitter account, the

message will now automatically be fed across into SAP Cloud for Customer. The

messages can be seen in a number of areas including the Social Media Messages

view of the Customer Service work centre and, as shown below, the Tickets view

of the Customer Service work centre.

Figure 21 – Tickets View

The system has used in-built algorithms to automatically assigned sentiment to the

message, which can be used to assign priority of response.

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Figure 22 - Twitter Message in Cloud for Customer

Note that an associated service ticket has been created by the system to manage

this item. We can open and further the process this ticket directly by clicking on the

Associated Ticket or display all service tickets by navigating to the Tickets view.

The system also automatically completes customer, product and priority fields if

these can be established.

Also, workflow rules can be created to automatically assign tickets to service teams

or individuals. This assignment triggers notifications to be raised within the system,

and can send emails to the relevant parties if required.

Figure 23 - Associated Service Ticket

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ABOUT DE VILLIERS WALTON

De Villiers Walton is an SAP services partner. We design, implement, and integrate

SAP solutions; optimize business processes; and provide strategic business

consultation for our customers.

We have proven expertise in SAP Business ByDesign, SAP Business Intelligence,

SAP Cloud for Customer, SAP Customer Relationship Management, SAP E-

Commerce, and SAP HANA.

Visit our website: www.dvwsolutions.com

Read our blog: http://www.dvwsolutions.com/blog.html

Contact us: http://www.dvwsolutions.com/contact-us.html

Email us: enquiries@dvwsolutions.com