CRM › Service & Engagement
Social Listening
What is being said in public, and the closed loop that turns it into work: listen, interpret, correlate, prioritize, act, measure, learn. Accounts are connected under Platform → Social Accounts.
In CRM → Service & Engagement · 7 screens
| Screen | Kind | What it is | Columns | Fields | Actions |
|---|---|---|---|---|---|
| Social Desk | Workspace | The whole loop on one screen — what was heard, what it was read as, who it is about, what it scored, what is being done, whether that helped, and where the platform got it wrong. | 0 | 0 | 0 |
| Social Signals | Report | Every post, review and mention collected, with its reading, its score and how far round the loop it got. | 0 | 0 | 0 |
| Social Incidents | Report | Many people saying the same thing is one problem. What was opened, why it happened, and how long it took. | 0 | 0 | 0 |
| Social Actions | Report | What was recommended, what was approved, and which case, task or work order it actually produced. | 0 | 0 | 0 |
| Social Outcomes | Report | Whether it helped: reports before and after, sentiment either side, time to answer. "Too early" is a real verdict. | 0 | 0 | 0 |
| Social Model Feedback | Report | How often the reading was right, per category, counted from the verdicts people actually gave. A category nobody reviewed shows no percentage. | 0 | 0 | 0 |
| Loop Status | Report | Every signal against the seven stages, and the first stage it never reached. | 0 | 0 | 0 |