Getting Started with Salesforce Social Studio Series — Engage

Alessia Mastroianni
9 min readJun 16, 2021

It is impossible to talk about social media without talking about social “engagement”.

Credit https://www.salesforce.com/uk/products/marketing-cloud/social-media-marketing/

The majority of the social media user, if not ALL users, engage, in one way or another, with their social community. We like posts on Facebook, we retweet on Twitter, we DM our closest followers, we add a heart to Instagram photos, we celebrate and support Linkedin posts and we cannot stop scrolling!
Being active and engaging on social media is not something reserved for the end consumers and their personal lives. Now, more than ever, we expect businesses to respond and react to our queries and interactions, and we expect it pronto.

How many people use Twitter to raise complaints and shout out about the terrible customer service they received? How many leave reviews on Facebook?
Ignoring your consumers, even if “just” online, is not going to help you be a successful business. Keeping on top of all the interactions manually on the native platforms, or using separate tools, is not sustainable. Salesforce Social Studio allows you to perform all your social management activities under one platform.

In my first article “Getting Started with Salesforce Social Studio Series — Analyze”, we looked into how Salesforce Social Studio can help you with social listening. Today I will cover another important part of the social management process, “Engage”.

Engage your community
The Engage component allows you to respond to social posts, manage your community, and provide customer support.

To Engage with your customer, navigate to the middle tab in the top menu “Engage”.

Social Studio — Engage tab

Here is where you have a single view of all your posts and relative engagement.

The first time you access this section, unless someone has configured it for you, there won’t be much; you will be able to see a tab at the bottom, called “My Tab”.
You can customise this tab, however, what I recommend to my client is to create a series of templates that can be used by the different users and…

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Alessia Mastroianni

Marketing Automation Architect working at Salesforce. 6x Salesforce certified. Salesforce #MarketingChampion 2020.