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
WorkspaceSocial DeskThe 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.OpenReportSocial SignalsEvery post, review and mention collected, with its reading, its score and how far round the loop it got.OpenReportSocial IncidentsMany people saying the same thing is one problem. What was opened, why it happened, and how long it took.OpenReportSocial ActionsWhat was recommended, what was approved, and which case, task or work order it actually produced.OpenReportSocial OutcomesWhether it helped: reports before and after, sentiment either side, time to answer. "Too early" is a real verdict.OpenReportSocial Model FeedbackHow often the reading was right, per category, counted from the verdicts people actually gave. A category nobody reviewed shows no percentage.OpenReportLoop StatusEvery signal against the seven stages, and the first stage it never reached.Open
Columns, fields and actions
| 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 |