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Leverage Operational Reports
Performance dashboards can be generated at the case level. View cases by location, duration, agent performance and more with Einstein Analytics. Dive deeper into the data and use your learnings to flag social inquiries accordingly.
Engage with Social Media Audiences
People are interacting with government 24/7 on social media. Agencies as well as state and local governments have an opportunity to exceed customer service expectations using real-time, contextual feedback about their programs, policies, and services.
Monitor Trends
Get comprehensive multichannel views of every relationship in one interface. Keep a close eye on conversations to develop insights around sentiment. Monitor trending topics and industry news to help your organization make informed, forward-looking decisions that ultimately impact mission outcomes.
Capture Insights
Capture comments and feedback using Topic Profiles to group conversations by topic. Monitor recurring themes, identify new ideas, and pinpoint constituent pains to provide more timely, relevant service.
Discover Patterns
Bring conversations to life with analytics. Use dashboards to reveal keywords, trends over time, and topics to watch. This visibility empowers leaders with quantitative insights about qualitative interactions.
React Quickly
Open and monitor service cases based on interactions and feedback on popular social media outlets. Provide updates, address complaints, and respond in a timely manner. Gauge sentiment and prioritize posts, then automatically route activity to the appropriate service department.
Automate your Process
Create specific rules around high priority topics or individuals to ensure the correct actions are taken, for example, automatically opening a case. Set criteria, thresholds, and flags to provide the correct updates with the right urgency.
Ensure Accountability
Securely manage your entire social presence across departments. Route social posts to a case and assign cases to an agent while providing the context they need to take action.
Tailor your Response
Draft, share, schedule, review, and approve messaging to ensure your organization is putting its best post forward. Quickly respond to social cases from the Service Console, automatically posting back to the original social inquiry.
Deliver Exceptional Service
The Salesforce Social Studio for Government allows you to listen, engage, and publish using powerful social media marketing tools while uniting customer service and increasing the adoption rate of government services.
Leverage Operational Reports
Performance dashboards can be generated at the case level. View cases by location, duration, agent performance and more with Einstein Analytics. Dive deeper into the data and use your learnings to flag social inquiries accordingly.
Engage with Social Media Audiences
People are interacting with government 24/7 on social media. Agencies as well as state and local governments have an opportunity to exceed customer service expectations using real-time, contextual feedback about their programs, policies, and services.
Monitor Trends
Get comprehensive multichannel views of every relationship in one interface. Keep a close eye on conversations to develop insights around sentiment. Monitor trending topics and industry news to help your organization make informed, forward-looking decisions that ultimately impact mission outcomes.
Capture Insights
Capture comments and feedback using Topic Profiles to group conversations by topic. Monitor recurring themes, identify new ideas, and pinpoint constituent pains to provide more timely, relevant service.
Discover Patterns
Bring conversations to life with analytics. Use dashboards to reveal keywords, trends over time, and topics to watch. This visibility empowers leaders with quantitative insights about qualitative interactions.
React Quickly
Open and monitor service cases based on interactions and feedback on popular social media outlets. Provide updates, address complaints, and respond in a timely manner. Gauge sentiment and prioritize posts, then automatically route activity to the appropriate service department.
Automate your Process
Create specific rules around high priority topics or individuals to ensure the correct actions are taken, for example, automatically opening a case. Set criteria, thresholds, and flags to provide the correct updates with the right urgency.
Ensure Accountability
Securely manage your entire social presence across departments. Route social posts to a case and assign cases to an agent while providing the context they need to take action.
Tailor your Response
Draft, share, schedule, review, and approve messaging to ensure your organization is putting its best post forward. Quickly respond to social cases from the Service Console, automatically posting back to the original social inquiry.
Deliver Exceptional Service
The Salesforce Social Studio for Government allows you to listen, engage, and publish using powerful social media marketing tools while uniting customer service and increasing the adoption rate of government services.
Leverage Operational Reports
Performance dashboards can be generated at the case level. View cases by location, duration, agent performance and more with Einstein Analytics. Dive deeper into the data and use your learnings to flag social inquiries accordingly.
