Social Studio Next — Comprehensive User & Administrator Guide

Version: 1.6.0

Part 1: Application Overview
Part 2: Getting Started
Part 3: End-User Feature Guides
Part 4: Administrator Configuration Guide
Part 5: Data Cloud Configuration for Social Listening
Part 6: Data Model Reference
Part 7: Troubleshooting

Part 1: Application Overview

What Is Social Studio Next?

Social Studio Next (SSN) is a Salesforce-native social media management platform that enables organizations to publish content, monitor brand conversations, engage with audiences, and analyze performance — all within the Salesforce ecosystem. It integrates deeply with Service Cloud for case management, Data Cloud for unified customer profiles, and Slack for team notifications.

Supported Platforms

Platform	Publishing	Listening	Reply/DM	Analytics
X (Twitter)	Yes	Yes	Yes	Yes
Facebook	Yes	Own Pages	Yes	Yes
Instagram	Yes	Hashtags (30/week)	Yes	Yes
LinkedIn	Yes	Own Pages	Yes	Yes
TikTok	Yes (Video & Photo Posts)	No	No	Limited

Key Capabilities

Multi-Platform Publishing — Compose once, publish to multiple platforms simultaneously with platform-specific content variants
Content Calendar — Visual month view of scheduled, pending, and published posts
Approval Workflows — Multi-level approval chains with SLA tracking and auto-escalation
Recurring Posts — Schedule daily, weekly, biweekly, or monthly recurring content
Social Listening — Keyword-based brand monitoring, competitor tracking, and campaign monitoring
AI Sentiment Analysis — Automated sentiment scoring, emotion detection, entity extraction, and crisis flagging
Unified Inbox — Threaded conversation view for customer engagement across all platforms
CRM Case Integration — Auto-create or manually create Service Cloud cases from social posts
Analytics Dashboard — Engagement metrics, sentiment trends, share of voice, and platform comparisons
Crisis Detection — Automated alerts and case creation when negative sentiment or crisis keywords are detected
Data Cloud Integration — Unified customer profiles linking social authors to CRM contacts via the Ingestion API
Slack Notifications — Real-time alerts for approvals, crisis events, and publishing status
Digital Asset Management — Browse Salesforce Files (ContentVersion) directly from the post composer
Influencer Flagging — Flag social authors as influencers for prioritized engagement and tracking
Conversation Archiving — Archive resolved conversations in the Inbox to keep the workspace focused
Data Privacy — PII redaction and GDPR right-to-erasure processing

Part 2: Getting Started

Permission Sets & Roles

Social Studio Next includes four permission sets that control access to features and data. Assign the appropriate permission set to each user based on their role.

SSN_Admin

Audience: System administrators, social media directors

Capability	Access
All objects	Full CRUD + ViewAll + ModifyAll
OAuth & account management	Full access
Approval chain configuration	Full access
Analytics	Full access
Listening topics	Full access
Notification preferences	Full access

SSN_Manager

Audience: Social media managers, content strategists, team leads

Capability	Access
Authored posts	Create, Read, Update, Delete
Social posts	Read only
Listening topics	Create, Read, Update, Delete
Social accounts	Read only
Social authors	Read, Update (link to contacts)
Approval chains	Read only
Analytics	Full access

SSN_Creator

Audience: Content creators, copywriters, designers

Capability	Access
Authored posts	Create, Read, Update, Delete (own only)
Post media	Create, Read, Update, Delete (own only)
Social posts	Read only
Listening topics	Read only
Analytics	Limited

SSN_Agent

Audience: Customer service representatives, social support agents

Capability	Access
Social posts	Read only
Inbox conversations	Read, Reply
Cases	Create, Read, Update
Social authors	Read only
Authored posts	Read only

Application Navigation

After installation, the Social Command Center Lightning app appears in the App Launcher. It contains these tabs:

Tab	Description	Roles
Dashboard	KPI summary, sentiment trends, volume charts, trending topics	All
Publishing	Post composer, content calendar, post queue, Approvals sub-tab, Approval Flow sub-tab	Admin, Manager, Creator
Listening	Topic management, social feed, crisis alerts	Admin, Manager, Agent
Inbox	Threaded conversations, reply composer	Admin, Agent
Analytics	Engagement metrics, share of voice, competitor benchmarks	Admin, Manager
Settings	Account management, OAuth, topics, notifications, Data Cloud	Admin

Dashboard Overview

The Dashboard provides a real-time snapshot of your social media performance:

KPI Cards — Total Posts, Total Engagement (likes + shares + comments), Average Sentiment Score, Active Listening Topics. Each card shows a trend comparison vs the previous period (e.g., “+8.3% vs prev period”).
Actionable Cards — Unanswered Messages, Pending Approvals, Negative Mentions, Scheduled Posts, Drafts, Failed Posts. Clicking any card navigates to the relevant tab with pre-applied filters.
Sentiment Trend Chart — Line chart showing sentiment over time (powered by Chart.js)
Volume by Platform — Bar chart showing post volume per platform
Trending Topics — Top 10 topics by post volume

Date Range Filters: Last 24 Hours, Last 7 Days, Last 30 Days, Last 60 Days, Last 90 Days, Custom Range (with start/end date pickers)

Part 3: End-User Feature Guides

3.1 Publishing

Creating a New Post

Navigate to the Publishing tab
Click New Post to open the Post Composer
Write your content in the main text area

A real-time character counter shows remaining characters per platform
Content is validated against each platform’s limits (e.g., 280 for X/Twitter)

Select Target Platforms — check one or more: X/Twitter, Facebook, Instagram, LinkedIn, TikTok

Content Variants

For platform-specific messaging, use Content Variants:

After selecting multiple platforms, click Add Variant for any platform
Write alternate content for that platform
Each platform will receive its variant instead of the main content
Variants are stored as JSON in the Content_Variants__c field

Media Uploads

Click Upload Media or drag-and-drop files into the media area
Alternatively, click Browse Files to open the DAM Browser and select from Salesforce Files
Add Alt Text for accessibility (recommended for all images)
Reorder media items via drag-and-drop for carousel posts

Platform Media Constraints:

Platform	Max Images	Max Video Size	Max Video Duration	Formats
X/Twitter	4	512 MB	140 sec	JPEG, PNG, GIF, MP4
Facebook	10	10 GB	4 hours	JPEG, PNG, GIF, MP4, MOV
Instagram	10	10 GB	900 sec (reels, 15 min); publish rate 100/24hr	JPEG, PNG, MP4
LinkedIn	20	10 GB	1800 sec	JPEG, PNG, MP4
TikTok	35 (photo posts: JPEG/WebP)	287.6 MB	—	MP4, JPEG, WebP

Scheduling Posts

Publish Now — Post is published immediately upon approval (or immediately if no approval chain)
Schedule — Select a future date and time; the post enters the publishing queue and is published at the scheduled time by the PostPublishSchedulable batch job

Recurring Posts

Toggle Is Recurring on in the composer sidebar
Select a Pattern: Daily, Weekly, Biweekly, or Monthly
For Weekly/Biweekly: select a Day of Week
For Monthly: select a Day of Month (1-28)
Set an End Date for the recurrence
On first publish, the system automatically clones the post for the next occurrence

The recurrence rule is stored as JSON:

{
  "pattern": "weekly",
  "endDate": "2026-12-31",
  "dayOfWeek": "MON"
}

UTM Parameters

Expand the UTM Parameters section in the composer
Fill in: Campaign, Source, Medium, Content, Term
The system automatically appends UTM parameters to all URLs found in your post content
If Bitly integration is configured, URLs are also shortened

First Comment Strategy (Instagram/Facebook)

When Instagram or Facebook is selected as a target platform, a First Comment field appears
Enter hashtags or supplementary content
After the main post is published, the system automatically posts the first comment as a reply
This is a common Instagram strategy to keep captions clean while maximizing hashtag reach

Post Queue

The Post Queue lists all authored posts with a status filter dropdown to narrow results: All, Scheduled, Approved, Pending Approval, Draft, or Failed.

Content Calendar

The Content Calendar provides a visual view of all posts with Month, Week, and Day view toggle buttons:

Color coding by status: Draft (gray), Pending Approval (yellow), Approved (blue), Scheduled (purple), Published (green), Failed (red)
Recurring indicator — Posts with Is_Recurring__c = true show a recurring icon
Times display in 12-hour AM/PM format
Click any post to open it in the composer for editing
Navigate between periods using arrow controls; use the Today button for quick navigation to the current date

3.2 Approval Workflows

Submitting a Post for Approval

Save your post as a Draft
Click Submit for Approval
The post status changes to Pending Approval
The Level 1 approver is notified (email, in-app, and/or Slack based on preferences)

Reviewing & Approving Posts (Managers)

Navigate to Publishing > Approvals
View the queue of pending posts
Click a post to see the full preview (content, media, target platforms)
Click Approve to advance the post or Reject with a reason
Approved posts move to Scheduled (if a schedule date is set) or Approved (ready for immediate publish)

Multi-Level Approval

Approval chains support up to 3 levels:

Level 1 — Initial review (e.g., content manager)
Level 2 — Secondary review (e.g., brand director)
Level 3 — Final review (e.g., VP, conditionally required)

Each level has a configurable SLA (hours). If the SLA is exceeded and auto-escalation is enabled, the post escalates to the next approver or the designated escalation user.

Configuring Approval Chains

Approval chain configuration is now done in-app via Publishing > Approval Flow:

Navigate to Publishing > Approval Flow
For each approval level, select an approver from the dropdown of active users (no raw User IDs required)
Set the SLA hours and auto-escalation preferences
Click Save to apply the chain

Rejection Flow

Approver clicks Reject
A confirmation modal appears prompting the approver to enter a rejection reason and confirm
Post status reverts to Draft
Creator is notified of the rejection with the reason
Creator edits the post and resubmits

3.3 Social Listening

Creating a Listening Topic

Navigate to Settings > Listening Topics (Managers/Admins)
Click New Topic
Configure:

Topic Name — Descriptive name (e.g., “Brand Mentions”, “Competitor XYZ”, “#SummerCampaign”)
Topic Type — Brand Monitoring, Competitor, Campaign, Crisis, or Industry
Keywords — Comma or newline-separated keywords to match
Exclude Keywords — Keywords to filter out (negative matching)
Platforms — Select which platforms to monitor
Languages — Optional language filters
Geo Filters — Optional geographic filters (JSON)
Sentiment Threshold — Link to a threshold for automated actions
Volume Spike Threshold — Posts per hour that triggers a spike alert
Alert on Crisis — Enable crisis alerting for this topic
Is Active — Toggle monitoring on/off

Click Save

Viewing the Social Feed

Navigate to the Listening tab (can also be reached from the Dashboard by clicking the Negative Mentions actionable card, which pre-applies a negative sentiment filter)
Use filters to narrow results:

Topic — Select a specific listening topic (changing topics auto-refreshes the feed)
Platform — Filter by social network
Sentiment — Filter by Positive, Negative, Neutral, or Mixed
Date Range — Preset ranges or Custom date range with start/end date pickers

Click Apply to refresh the feed with the selected filters
Posts appear in reverse chronological order showing:

Author handle and display name
Post content
Platform icon
Sentiment badge (color-coded)
Engagement metrics (likes, comments, shares)

Click any post for the detail view:

Full content and metadata
Sentiment analysis breakdown (score, confidence, emotions, topics, entities)
Author profile (influence score, interaction history)
Conversation thread (if threaded)
Related CRM case (if one exists)
Quick Actions: Reply (opens reply modal), Assign to Agent (user dropdown), Create Case, View Original

Crisis Detection

When the sentiment engine flags a post as a crisis:

The Crisis_Alert_Event__e platform event is published
Slack notification is sent to the configured crisis channel
A Case is automatically created (if threshold is configured with action_type = 'create_case')
Crisis posts appear with a red badge in the Listening feed

3.4 Inbox & Conversations

Conversation List

Navigate to the Inbox tab
Conversations are grouped by author handle + platform
Each conversation shows:

Author avatar and handle
Last message preview
Timestamp of last activity
Sentiment badge
Unread indicator (if new messages)

Archive button on each conversation archives all posts in that conversation (replaces the previous dismiss behavior)
Show Archived toggle to view archived conversations
Each archived conversation has an Unarchive button (undo icon) to restore it

Conversation Detail

Click a conversation to open the detail view
View the full thread (oldest to newest)
See the Author Profile Card (right-justified, with properly sized sentiment and interaction stats):

Influencer toggle — Flag as Influencer / remove flag directly on the card
Average sentiment across interactions
Total interaction count
Linked CRM records (Contact, Lead, Account)

If a Case exists, click the case link to navigate to it
Assign to Case button creates or links a Service Cloud case to the conversation

Replying to Posts

Scroll to the bottom of the conversation detail
Type your reply in the Reply Composer
Character counter shows platform-specific limits
Click Send Reply
The reply is posted to the platform in real-time
If a Case is linked, the case is updated with Response_Posted__c = true

Note: TikTok does not support API replies. Manual replies must be posted directly on TikTok.

Creating a Case from a Post

In the Listening feed or Conversation detail, click Create Case
A Case is created with:

Subject auto-generated from post content
Origin set to “Social Media”
Priority based on sentiment severity
Linked Social_Post__c and Social_Author__c
Contact auto-resolved from author’s CRM links

The case appears in the standard Cases tab for assignment and resolution

3.5 Analytics

Dashboard Metrics

The Analytics tab provides comprehensive performance insights:

KPI Metrics — Each metric displays a label and previous-period comparison:
Total Posts — Count of published posts (e.g., “+12.5% vs prev period”)
Total Impressions — Total impressions across all platforms with trend indicator
Engagement Rate — (Total engagement / Total impressions) as a percentage with trend indicator
Avg Sentiment — Mean sentiment score across analyzed posts with trend indicator
Platform Breakdown — Engagement metrics broken down by platform using correct lowercase platform keys with friendly display labels (bar chart). Charts render properly on data change.

Sentiment Trends

A line chart showing sentiment over time, filterable by:

Platform
Date range
Listening topic

Share of Voice

Shows true Share of Voice — Your Brand’s proportion vs competitors and industry:

Posts are grouped by topic type: brand_monitoring, competitor, and industry
Visual bar per row showing each group’s share
Your Brand row is highlighted for quick identification
Data table with exact counts and percentages
Filter by date range

Competitor Benchmarking

Compare your brand’s performance against competitor topics, filtered to external/non-owned content only:

Engagement metrics side-by-side
Sentiment comparison
Volume trends

Campaign Performance

When posts are linked to Salesforce Campaigns:

View engagement metrics per campaign
Track publishing success rates
Measure campaign sentiment

Part 4: Administrator Configuration Guide

4.1 Initial Setup Checklist

Step	Action	Details
1	Install package	Install Social Studio Next managed package from AppExchange or package install URL
2	Assign permission sets	Assign SSN_Admin, SSN_Manager, SSN_Creator, or SSN_Agent to users
3	Register platform apps	Create developer apps on each social platform (see Section 4.2)
4	Configure OAuth	Add platform credentials to SSN_OAuth_Config__mdt or OAuth_App__c
5	Connect social accounts	Use the Settings > Connected Accounts flow to OAuth-connect each brand account
6	Create listening topics	Define keywords, platforms, and alert thresholds for monitoring
7	Configure approval chains	Set up multi-level approval workflows for content review
8	Configure Slack (optional)	Add Slack incoming webhook URLs to SSN_Slack_Config__mdt
9	Configure Data Cloud (optional)	Set up Ingestion API for unified profiles (see Part 5)
10	Review sentiment thresholds	Activate/customize automated action thresholds

4.2 OAuth & Social Account Setup

Platform Developer App Registration

Before connecting social accounts, you must register a developer application on each platform.

X (Twitter)

Go to developer.twitter.com
Create a new Project and App
Enable OAuth 2.0 with PKCE
Set App permissions to Read and Write
Add the Callback URL: https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback
Note the Client ID and Client Secret
Required scopes: tweet.read, tweet.write, users.read, media.write, offline.access, like.read, like.write

Facebook & Instagram

Go to developers.facebook.com
Create a new App (type: Business)
Add the Facebook Login product
Add the Instagram Graph API product
Set Valid OAuth Redirect URI: https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback
Note the App ID and App Secret
Required Facebook scopes: pages_show_list, pages_read_engagement, pages_manage_posts, pages_manage_metadata, pages_manage_engagement, publish_video, read_insights
Required Instagram scopes: instagram_basic, instagram_content_publish, instagram_manage_comments, instagram_manage_insights

Important: Instagram publishing requires publicly accessible media URLs. Media files behind authentication will fail.

Go to linkedin.com/developers
Create a new App
Request access to the Community Management API and Advertising API products
Add the Authorized Redirect URL: https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback
Note the Client ID and Client Secret
Required scopes: openid, profile, r_liteprofile, r_basicprofile, w_member_social, r_organization_social, w_organization_social

Note: The LinkedIn Posts API requires w_member_social for personal profiles and w_organization_social for company pages.

TikTok

Go to developers.tiktok.com
Create a new App
Apply for Content Posting API access
Add the Redirect URI: https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback
Note the Client Key (TikTok uses client_key instead of client_id) and Client Secret
Required scopes: user.info.basic, user.info.profile, user.info.stats, video.publish, video.upload, video.list

Important: Unaudited TikTok apps can only post as PRIVATE. Apply for TikTok’s audit process to enable public posting.

Configuring OAuth Credentials in Salesforce

Option A: Custom Metadata Type (Recommended for managed package)

Go to Setup > Custom Metadata Types > SSN OAuth Config > Manage Records
Create a record for each platform:

Label: Platform name (e.g., “X Twitter”)
Developer Name: Must match platform identifier (x_twitter, facebook, instagram, linkedin, tiktok)
Client_Id__c: Paste the platform’s Client ID / App ID / Client Key
Client_Secret__c: Paste the platform’s Client Secret / App Secret

Option B: OAuth App Custom Object

Navigate to the SSN app
Go to Settings > OAuth Apps
Click New OAuth App
Fill in Platform, Client ID, Client Secret
Set Is Active to true

Connecting Social Accounts

Navigate to Settings > Connected Accounts
Click Connect Account
Select a platform
Click Authorize
You are redirected to the platform’s OAuth consent screen
Grant the requested permissions
You are redirected back to Salesforce
A Social_Account__c record is created with:

Token_Status__c = 'active'
Account_Handle__c populated from the platform
Account_Platform_Id__c set to the platform’s user/page ID
Is_Active__c = true

Token Management

Token Refresh: The TokenRefreshSchedulable batch job runs periodically to refresh tokens before expiry
Token Status Values: active, expired, revoked
Expired Tokens: The account shows a warning badge. Re-authenticate by clicking Reconnect in Settings
Revoking Tokens: Deactivate the account in SSN, then revoke access on the platform’s developer console

4.3 Platform Configuration Reference

Platform specifications are stored as Custom Metadata (Platform_Config__mdt) and are read-only after installation. These values are used to validate content before publishing.

Platform	Max Text	Max Images	Max Video Size	Max Video Duration	Rate Limit
X/Twitter	280 chars	4	512 MB	140 sec	300 req / 900 sec
Facebook	63,206 chars	10	10,240 MB	14,400 sec	200 req / 3600 sec
Instagram	2,200 chars	10	10,240 MB	900 sec (15 min reels)	100 posts / 24 hours
LinkedIn	3,000 chars	20	10,240 MB	1800 sec	Per-endpoint limits
TikTok	N/A (video only)	35 (JPEG/WebP only)	287.6 MB	—	Per-endpoint limits

4.4 Approval Chain Configuration

Creating an Approval Chain

Navigate to Publishing > Approval Flow tab in the SSN app
Click New
Configure:

Field	Description
Social Account	Link to specific account (leave blank for global chain)
Level 1 Approver	Select a user from the dropdown who performs initial review
Level 1 Role	Role requirement for L1 (informational)
Level 1 SLA Hours	Maximum hours for L1 to respond
Level 2 Approver	(Optional) Select a user from the dropdown for secondary review
Level 2 Role	Role requirement for L2
Level 2 SLA Hours	Maximum hours for L2 to respond
Level 3 Approver	(Optional) Select a user from the dropdown for final review
Level 3 Role	Role requirement for L3
Level 3 SLA Hours	Maximum hours for L3 to respond
Level 3 Required When	Condition triggering L3 (e.g., “crisis topic”, “external campaign”)
Auto Escalation	Enable automatic escalation when SLA is exceeded
Escalation User	Select a user from the dropdown who receives escalated posts
Is Active	Toggle this chain on/off

Click Save

How Approval Routing Works

When a post is submitted for approval, the system finds the applicable chain:

First checks for an active chain linked to the post’s target Social_Account__c
Falls back to the first active global chain (no linked account)

Level 1 approver is notified
After L1 approval, L2 approver is notified (if configured)
After L2, L3 approver is notified (if the Level_3_Required_When__c condition is met)
Final approval moves the post to Scheduled or triggers immediate publish
If any level rejects, the post reverts to Draft with the rejection reason

4.5 Sentiment Threshold Configuration

Sentiment thresholds define automated actions triggered when incoming social posts match certain criteria.

Pre-Configured Thresholds

Threshold Name	Condition	Action	Case Priority
Crisis Signal	`Crisis_Flag = true`	crisis_alert	High
High Urgency Complaint	Sentiment=Negative, Urgency > 0.8	create_case	High
Influencer Negative	Influencer Score > 0.7, Sentiment=Negative	create_case	High
Toxicity Flag	Toxicity Score > 0.7	flag_for_review	Medium
Support Request	Intent = inquiry	create_case	Medium
Purchase Intent	Intent = compliment, Engagement > 0.8	sales_alert	Low
Negative Escalation	Sentiment=Negative, No Reply > 24h	escalate	High

Creating a Custom Threshold

Go to Setup > Custom Metadata Types > Sentiment Threshold > Manage Records
Click New
Configure:

Threshold Name: Descriptive name
Condition Type: sentiment, toxicity, intent, crisis, engagement
Min Score / Max Score: Numeric range for the condition
Intent Value: For intent-based conditions (e.g., complaint, inquiry)
Action Type: create_case, crisis_alert, flag_for_review, sales_alert, escalate
Case Priority: High, Medium, Low
Is Active: Toggle on/off

Click Save

Threshold Evaluation Flow

Social Post Ingested
  → Sentiment Scoring Queueable runs
    → Social_Sentiment__c record created
      → SocialSentimentTriggerHandler fires
        → SentimentService.evaluateThresholds()
          → For each active threshold:
              If condition matches → triggerAction()
                → create_case: CaseCreationService.createCaseFromPost()
                → crisis_alert: Crisis_Alert_Event__e published + Slack notification
                → flag_for_review: Post flagged
                → sales_alert: Notification sent
                → escalate: Case escalated

4.6 Slack Integration

Setting Up Slack Incoming Webhooks

Go to api.slack.com/apps
Create a new Slack App (or use an existing one)
Enable Incoming Webhooks
Click Add New Webhook to Workspace
Select the target channel
Copy the Webhook URL

Configuring Slack in SSN

Go to Setup > Custom Metadata Types > SSN Slack Config > Manage Records
Create records for each notification type:

Record Name	Notification Type	Webhook URL	Channel	Is Active
Approval Alerts	approval	`https://hooks.slack.com/services/...`	#content-approvals	true
Crisis Alerts	crisis	`https://hooks.slack.com/services/...`	#crisis-response	true
Publish Updates	publish	`https://hooks.slack.com/services/...`	#social-updates	true

Notification Format

Approval Requests: Blue accent, includes post preview (200 char truncated) and approver name
Crisis Alerts: Red accent, includes topic name, severity level, and details
Publish Notifications: Green (success) or Red (failure), includes target platforms

4.7 Notification Preferences

Each user can configure their notification preferences per event type.

Event Types

Event	Description
new_post	New social post ingested
crisis_alert	Crisis-level sentiment detected
approval_ready	Post submitted for your approval
publish_success	Post successfully published
publish_failed	Post failed to publish
comment_reply	Reply to a brand post

Channels

Channel	Description
Email	Email notification
In-App	Salesforce in-app notification
Slack	Slack channel message (requires Slack config)

Users configure their preferences in Settings > Notification Preferences by toggling each channel on/off for each event type.

Part 5: Data Cloud Configuration for Social Listening

This section provides detailed instructions for configuring Salesforce Data Cloud to ingest social media data from Social Studio Next via the Ingestion API. This enables unified customer profiles, cross-platform identity resolution, and advanced social analytics.

5.1 Prerequisites & Architecture Overview

Prerequisites

Salesforce Data Cloud license — Data Cloud must be provisioned in your org
System Administrator or Data Cloud Architect permission set
Social Studio Next installed and configured with active social accounts
Connected App configured for API access (see Section 5.2)

Architecture

┌─────────────────────────────────────────────────────────────────────┐
│                        SALESFORCE ORG                               │
│                                                                     │
│  ┌──────────────────────┐     ┌──────────────────────────────────┐  │
│  │  Social Studio Next  │     │         Data Cloud               │  │
│  │                      │     │                                  │  │
│  │  Social_Post__c ─────┼──►  │  Ingestion API ──► Data Stream   │  │
│  │  Social_Author__c ───┼──►  │       │               │          │  │
│  │  Social_Sentiment__c─┼──►  │       ▼               ▼          │  │
│  │  Authored_Post__c ───┼──►  │  Schema Objects ──► DMOs         │  │
│  │                      │     │                       │          │  │
│  │  ┌────────────────┐  │     │              ┌────────▼───────┐  │  │
│  │  │ DataCloudSync   │ │     │              │ Identity       │  │  │
│  │  │ Batch           │─┼──►  │              │ Resolution     │  │  │
│  │  └────────────────┘  │     │              └────────┬───────┘  │  │
│  │                      │     │                       │          │  │
│  │  ┌────────────────┐  │  ◄──┤  Data Actions ◄── Calculated     │  │
│  │  │ Platform Events│  │     │                   Insights       │  │
│  │  └────────────────┘  │     │                                  │  │
│  └──────────────────────┘     └──────────────────────────────────┘  │
│                                                                     │
│  ┌──────────────────────┐                                           │
│  │   Service Cloud      │  ◄── Auto Case Creation via Data Actions  │
│  │   (Cases)            │                                           │ 
│  └──────────────────────┘                                           │
└─────────────────────────────────────────────────────────────────────┘

Data Flow

Social Studio Next ingests social posts via platform APIs and scores sentiment
DataCloudSyncBatch periodically pushes SSN records to Data Cloud via the Ingestion API
Data Cloud maps ingested data to Data Model Objects (DMOs)
Identity Resolution links social authors to CRM contacts/leads via email, social handle, or external ID matching
Calculated Insights compute aggregated metrics (sentiment trends, engagement scores, share of voice)
Data Actions trigger Platform Events or Flows back in the CRM (e.g., crisis alerts, auto case creation)

5.2 Connected App Setup

Step 1: Create the Connected App

In Salesforce Setup, navigate to App Manager
Click New Connected App
Enter:

Connected App Name: Data Cloud Social Ingestion
API Name: Data_Cloud_Social_Ingestion
Contact Email: your admin email

Under API (Enable OAuth Settings):

Check Enable OAuth Settings
Callback URL: https://login.salesforce.com/services/oauth2/callback
Selected OAuth Scopes:
- Access and manage your Data Cloud Ingestion API data (cdp_ingest_api)
- Access and manage your data (api)
- Perform requests on your behalf at any time (refresh_token, offline_access)

Click Save
Note the Consumer Key and Consumer Secret (click to reveal after saving)

Step 2: Enable Client Credentials Flow

After saving, click Manage on the Connected App
Click Edit Policies
Under OAuth Policies:

Set Permitted Users to Admin approved users are pre-authorized
Check Enable Client Credentials Flow
Set Run As to an integration user with Data Cloud access

Click Save
Under Manage Profiles or Manage Permission Sets, add the appropriate Data Cloud permission sets

Step 3: Verify Permissions

The Run As user must have these permission sets assigned:

CdpCoreUser or CDPDataCloudUser
DataCloudIngestionApiUser (if available)

5.3 Authentication Flow

Authentication to the Data Cloud Ingestion API is a two-step process.

Step 1: Obtain Salesforce Access Token

Using Client Credentials Flow (recommended for server-to-server):

curl -X POST https://{myDomain}.my.salesforce.com/services/oauth2/token \
  -H "Content-Type: application/x-www-form-urlencoded" \
  -d "grant_type=client_credentials" \
  -d "client_id={CONSUMER_KEY}" \
  -d "client_secret={CONSUMER_SECRET}"

Response:

{
  "access_token": "00D...!AQ...",
  "instance_url": "https://{myDomain}.my.salesforce.com",
  "id": "https://login.salesforce.com/id/{orgId}/{userId}",
  "token_type": "Bearer",
  "issued_at": "1708300000000"
}

Step 2: Exchange for Data Cloud Token

curl -X POST https://{myDomain}.my.salesforce.com/services/a360/token \
  -H "Content-Type: application/x-www-form-urlencoded" \
  -d "grant_type=urn:salesforce:grant-type:external:cdp" \
  -d "subject_token={SALESFORCE_ACCESS_TOKEN}" \
  -d "subject_token_type=urn:ietf:params:oauth:token-type:access_token"

Response:

{
  "access_token": "{DATA_CLOUD_ACCESS_TOKEN}",
  "instance_url": "https://{tenant-id}.c360a.salesforce.com",
  "token_type": "Bearer",
  "issued_token_type": "urn:ietf:params:oauth:token-type:access_token",
  "expires_in": 7200
}

Important: The instance_url from this response is your tenant-specific base URL for all Ingestion API calls. The access_token expires in 2 hours (7200 seconds).

Apex Implementation

public class DataCloudAuthService {

    private static final String TOKEN_ENDPOINT = '/services/oauth2/token';
    private static final String DC_TOKEN_ENDPOINT = '/services/a360/token';

    public static String getDataCloudToken(String consumerKey, String consumerSecret) {
        // Step 1: Get Salesforce access token
        String baseUrl = URL.getOrgDomainUrl().toExternalForm();

        HttpRequest req = new HttpRequest();
        req.setEndpoint(baseUrl + TOKEN_ENDPOINT);
        req.setMethod('POST');
        req.setHeader('Content-Type', 'application/x-www-form-urlencoded');
        req.setBody(
            'grant_type=client_credentials'
            + '&client_id=' + EncodingUtil.urlEncode(consumerKey, 'UTF-8')
            + '&client_secret=' + EncodingUtil.urlEncode(consumerSecret, 'UTF-8')
        );

        Http http = new Http();
        HttpResponse res = http.send(req);
        Map<String, Object> tokenResponse = (Map<String, Object>) JSON.deserializeUntyped(res.getBody());
        String sfAccessToken = (String) tokenResponse.get('access_token');

        // Step 2: Exchange for Data Cloud token
        HttpRequest dcReq = new HttpRequest();
        dcReq.setEndpoint(baseUrl + DC_TOKEN_ENDPOINT);
        dcReq.setMethod('POST');
        dcReq.setHeader('Content-Type', 'application/x-www-form-urlencoded');
        dcReq.setBody(
            'grant_type=urn:salesforce:grant-type:external:cdp'
            + '&subject_token=' + EncodingUtil.urlEncode(sfAccessToken, 'UTF-8')
            + '&subject_token_type=urn:ietf:params:oauth:token-type:access_token'
        );

        HttpResponse dcRes = http.send(dcReq);
        Map<String, Object> dcTokenResponse = (Map<String, Object>) JSON.deserializeUntyped(dcRes.getBody());
        return (String) dcTokenResponse.get('access_token');
    }
}

5.4 Schema Definition

The Ingestion API requires an OpenAPI 3.0 YAML schema that defines the objects and fields being ingested.

Schema Constraints

Constraint	Limit
Max fields per object	1,000
Max object name length	80 characters
Max field name length	80 characters
Allowed characters	`a-z`, `A-Z`, `0-9`, `_`, `-`
Nested objects	Not allowed
Double underscores in field names	Not allowed
Object/field deletion after upload	Not supported
Field data type changes after upload	Not supported

Reserved Field Names (Do Not Use)

date_id, location_id, dat_account_currency, dat_exchange_rate, pacing_period, pacing_end_date, row_count, version

Data Type Mapping

Data Cloud Type	OpenAPI `type`	OpenAPI `format`	Example
Text	`string`	—	`"Hello World"`
Number (Integer)	`number`	`int32`	`42`
Number (Decimal)	`number`	`float`	`0.85`
Boolean	`boolean`	—	`true`
Date	`string`	`date`	`"2026-02-19"`
DateTime	`string`	`date-time`	`"2026-02-19T14:30:00.000Z"`
Email	`string`	`email`	`"user@example.com"`
URL	`string`	`url`	`"https://example.com"`
Phone	`string`	`phone`	`"+1-555-123-4567"`

Complete Schema File for Social Studio Next

Save this file as ssn_ingestion_schema.yaml:

openapi: "3.0.0"
info:
  title: Social Studio Next Ingestion Schema
  description: Schema for ingesting social media data into Salesforce Data Cloud
  version: "1.0.0"

components:
  schemas:

    # ─────────────────────────────────────────────
    # Social Post — Engagement category
    # Represents individual social media posts
    # ─────────────────────────────────────────────
    SocialPost:
      type: object
      required:
        - postId
        - platform
        - publishedDate
      properties:
        postId:
          type: string
          description: Unique platform-native post identifier
        platform:
          type: string
          description: "Source platform: x_twitter, facebook, instagram, linkedin, tiktok"
        content:
          type: string
          description: Full text content of the post
        contentLanguage:
          type: string
          description: ISO 639-1 language code
        authorId:
          type: string
          description: Reference to SocialAuthor.authorId
        authorHandle:
          type: string
          description: Author's handle (e.g., @username)
        authorDisplayName:
          type: string
          description: Author's display name
        authorProfileUrl:
          type: string
          format: url
          description: URL to author's profile
        authorFollowerCount:
          type: number
          format: int32
          description: Author's follower count at time of post
        authorIsVerified:
          type: boolean
          description: Whether the author has a verified badge
        publishedDate:
          type: string
          format: date-time
          description: When the post was published (ISO 8601)
        permalink:
          type: string
          format: url
          description: Direct URL to the post on the platform
        postType:
          type: string
          description: "Type: post, image, video, link, poll, story, reel, thread"
        mediaType:
          type: string
          description: "Primary media type: text, image, video, carousel"
        isOwnedContent:
          type: boolean
          description: Whether this is the brand's own published content
        likeCount:
          type: number
          format: int32
          description: Number of likes/reactions
        shareCount:
          type: number
          format: int32
          description: Number of shares/retweets/reposts
        commentCount:
          type: number
          format: int32
          description: Number of comments/replies
        viewCount:
          type: number
          format: int32
          description: Number of views/impressions
        overallSentiment:
          type: string
          description: "Sentiment label: positive, negative, neutral, mixed"
        sentimentScore:
          type: number
          format: float
          description: Sentiment score from 0.0 (negative) to 1.0 (positive)
        matchedKeyword:
          type: string
          description: Listening topic keyword that matched this post
        listeningTopicId:
          type: string
          description: ID of the matched Listening Topic
        parentPostId:
          type: string
          description: ID of the parent post (for threading)
        caseId:
          type: string
          description: ID of the linked CRM Case
        dataCloudId:
          type: string
          description: Data Cloud record identifier
        modifiedDate:
          type: string
          format: date-time
          description: Last modification timestamp

    # ─────────────────────────────────────────────
    # Social Author — Profile category
    # Represents social media user profiles
    # ─────────────────────────────────────────────
    SocialAuthor:
      type: object
      required:
        - authorId
        - primaryPlatform
      properties:
        authorId:
          type: string
          description: Unique author identifier
        authorName:
          type: string
          description: Display name of the author
        primaryHandle:
          type: string
          description: Primary social media handle
        primaryPlatform:
          type: string
          description: "Primary platform: x_twitter, facebook, instagram, linkedin, tiktok"
        profileUrl:
          type: string
          format: url
          description: URL to primary social profile
        email:
          type: string
          format: email
          description: Email address (if available from platform)
        isInfluencer:
          type: boolean
          description: Whether the author is flagged as an influencer
        followerCount:
          type: number
          format: int32
          description: Current follower count
        totalInteractions:
          type: number
          format: int32
          description: Total interactions with the brand
        averageSentiment:
          type: number
          format: float
          description: Average sentiment score across interactions
        lifetimeEngagementScore:
          type: number
          format: float
          description: Calculated lifetime engagement score
        firstInteractionDate:
          type: string
          format: date-time
          description: Date of first interaction with the brand
        lastInteractionDate:
          type: string
          format: date-time
          description: Date of most recent interaction
        crmContactId:
          type: string
          description: Linked Salesforce Contact ID
        crmLeadId:
          type: string
          description: Linked Salesforce Lead ID
        crmAccountId:
          type: string
          description: Linked Salesforce Account ID
        dataCloudId:
          type: string
          description: Data Cloud record identifier
        modifiedDate:
          type: string
          format: date-time
          description: Last modification timestamp

    # ─────────────────────────────────────────────
    # Social Sentiment — Other category
    # AI-generated sentiment analysis results
    # ─────────────────────────────────────────────
    SocialSentiment:
      type: object
      required:
        - sentimentId
        - postId
        - scoredDate
      properties:
        sentimentId:
          type: string
          description: Unique sentiment record identifier
        postId:
          type: string
          description: Reference to SocialPost.postId
        overallSentiment:
          type: string
          description: "Sentiment label: positive, negative, neutral, mixed"
        sentimentScore:
          type: number
          format: float
          description: Sentiment score 0.0-1.0
        sentimentConfidence:
          type: number
          format: float
          description: Model confidence 0.0-1.0
        intentClassification:
          type: string
          description: "Intent: complaint, compliment, inquiry, feedback, irrelevant"
        urgencyScore:
          type: number
          format: float
          description: Urgency level 0.0-1.0
        toxicityScore:
          type: number
          format: float
          description: Toxicity level 0.0-1.0
        crisisFlag:
          type: boolean
          description: Whether this post is flagged as a crisis
        emotionLabels:
          type: string
          description: JSON array of detected emotions
        extractedTopics:
          type: string
          description: JSON array of extracted topics
        extractedEntities:
          type: string
          description: JSON array of extracted entities
        influencerScore:
          type: number
          format: float
          description: Author influence rating 0.0-1.0
        modelVersion:
          type: string
          description: Sentiment model version identifier
        scoredDate:
          type: string
          format: date-time
          description: When the sentiment was analyzed
        dataCloudId:
          type: string
          description: Data Cloud record identifier
        modifiedDate:
          type: string
          format: date-time
          description: Last modification timestamp

    # ─────────────────────────────────────────────
    # Engagement Metric — Engagement category
    # Platform-reported engagement data per post
    # ─────────────────────────────────────────────
    EngagementMetric:
      type: object
      required:
        - engagementId
        - postId
        - metricDate
      properties:
        engagementId:
          type: string
          description: Unique engagement record identifier
        postId:
          type: string
          description: Reference to SocialPost.postId
        platform:
          type: string
          description: Platform this metric is from
        metricDate:
          type: string
          format: date-time
          description: When this metric was captured
        impressionCount:
          type: number
          format: int32
          description: Number of times content was displayed
        reachCount:
          type: number
          format: int32
          description: Unique users who saw the content
        clickCount:
          type: number
          format: int32
          description: Number of clicks on the content
        engagementRate:
          type: number
          format: float
          description: Engagement rate as a decimal (0.0-1.0)
        videoViewCount:
          type: number
          format: int32
          description: Video views (for video content)
        videoCompletionRate:
          type: number
          format: float
          description: Percentage of video watched (0.0-1.0)
        saveCount:
          type: number
          format: int32
          description: Number of saves/bookmarks
        profileVisitCount:
          type: number
          format: int32
          description: Profile visits attributed to this post
        dataCloudId:
          type: string
          description: Data Cloud record identifier
        modifiedDate:
          type: string
          format: date-time
          description: Last modification timestamp

5.5 Ingestion API Connector Setup

Step 1: Create the Connector

In Data Cloud, navigate to Setup > Data Cloud Setup
Under Salesforce Integrations, click Ingestion API
Click New
Enter the Connector Name: SSN_Social_Ingest
Click Save

Step 2: Upload the Schema

Click Upload Schema
Navigate to and select your ssn_ingestion_schema.yaml file
Preview the detected objects:

SocialPost (25+ fields)
SocialAuthor (18+ fields)
SocialSentiment (17+ fields)
EngagementMetric (13+ fields)

Click Save

The connector status will show “Needs Data Stream”. It changes to “In Use” once data streams are created and deployed.

Step 3: Note the Source API Name

After saving, note the Source API Name (e.g., SSN_Social_Ingest). This is used in the API endpoint URL:

POST https://{tenant-url}/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost

5.6 Data Stream Creation

Create a data stream for each schema object.

SocialPost Data Stream (Engagement)

Navigate to Data Streams in Data Cloud
Click New > Ingestion API
Select the SSN_Social_Ingest connector
Select SocialPost and click Next
Configure:

Primary Key: postId
Category: Engagement
Event Time Field: publishedDate

Click Deploy

SocialAuthor Data Stream (Profile)

Click New > Ingestion API
Select the SSN_Social_Ingest connector
Select SocialAuthor and click Next
Configure:

Primary Key: authorId
Category: Profile
Record Modified Field: modifiedDate
Refresh Mode: Partial (enables incremental updates)

Click Deploy

SocialSentiment Data Stream (Other)

Click New > Ingestion API
Select the SSN_Social_Ingest connector
Select SocialSentiment and click Next
Configure:

Primary Key: sentimentId
Category: Other
Record Modified Field: modifiedDate

Click Deploy

EngagementMetric Data Stream (Engagement)

Click New > Ingestion API
Select the SSN_Social_Ingest connector
Select EngagementMetric and click Next
Configure:

Primary Key: engagementId
Category: Engagement
Event Time Field: metricDate

Click Deploy

Important: The Refresh Mode for Profile and Other categories cannot be changed after creation. Choose Partial if you need incremental updates.

5.7 Data Mapping to DMOs

After data streams are deployed, map the ingested Data Source Objects (DSOs) to Data Model Objects (DMOs).

Map SocialAuthor to Contact Point Social (Standard DMO)

This maps social author profiles to the standard ssot__ContactPointSocial__dlm DMO, enabling identity resolution.

Go to Data Model > Data Mapping
Select the SocialAuthor data stream
Target DMO: Contact Point Social
Map fields:

Source Field (SocialAuthor)	Target Field (Contact Point Social)
`authorId`	`Id`
`primaryHandle`	`SocialHandleName`
`authorId`	`SocialHandleId`
`primaryPlatform`	`SocialNetworkProviderId`
`followerCount`	`FollowersCount`
`profileUrl`	`ProfilePictureURL`
`firstInteractionDate`	`ActiveFromDate`
`lastInteractionDate`	`ActiveToDate`

Also map to Individual DMO for identity resolution:

Source Field (SocialAuthor)	Target Field (Individual)
`authorId`	`Id`
`authorName`	`FirstName` (or use split logic)
`email`	(via Contact Point Email mapping)

Map SocialPost to Custom Social Post DMO

In Data Model, create a custom DMO: SSN Social Post (Category: Engagement)
Add fields matching the schema
Map all SocialPost data stream fields to the custom DMO fields
Set publishedDate as the Event Time dimension

Map SocialSentiment to Custom Sentiment DMO

Create a custom DMO: SSN Social Sentiment (Category: Other)
Add fields matching the schema
Map all SocialSentiment data stream fields to the custom DMO fields
Create a relationship to SSN Social Post via postId

Map EngagementMetric to Custom Engagement DMO

Create a custom DMO: SSN Engagement Metric (Category: Engagement)
Add fields matching the schema
Map all EngagementMetric data stream fields to the custom DMO fields
Set metricDate as the Event Time dimension
Create a relationship to SSN Social Post via postId

5.8 Identity Resolution

Identity Resolution links social authors to existing CRM contacts by matching identifiers across data sources.

Step 1: Create a Ruleset

Navigate to Identity Resolution in Data Cloud
Click New Ruleset
Name: SSN_Author_Unification
Description: “Links social media authors to CRM contacts and leads”
Click Save

Step 2: Configure Match Rules

Rule 1 — Email Match (High Confidence)

Setting	Value
Object	Contact Point Email
Match Type	Exact Normalized
Match On	Email Address
Description	Links authors who have an email matching an existing contact

Rule 2 — Social Handle Match

Setting	Value
Object	Contact Point Social
Match Type	Exact
Match On	Social Handle Name + Social Network Provider
Description	Links known social handles across data sources

Rule 3 — Party Identification Match

Setting	Value
Object	Party Identification
Match Type	Exact
Match On	External ID (platform user ID)
Party Identification Type	Social
Description	Links by platform-native user IDs

Step 3: Configure Reconciliation Rules

When multiple sources disagree on a field value:

Field	Rule	Rationale
Name	Most Recent	Social profiles change names frequently
Email	Source Priority: CRM first	CRM data is verified
Follower Count	Most Recent	Follower counts change constantly
Platform	Most Frequent	Stabilize on the most-used platform

Step 4: Publish and Validate

Click Publish on the ruleset
Identity resolution runs within 24 hours
Validate results in Profile Explorer:

Search for a known contact
Verify linked social handles appear under their unified profile
Check for over-merging (multiple distinct people incorrectly merged)

5.9 Calculated Insights

Calculated Insights use SQL to compute aggregated metrics from Data Cloud data.

Sentiment Trend Analysis

-- Hourly sentiment trend across all social posts
SELECT
    DATE_FORMAT(ssn_SocialPost__dlm.publishedDate__c, 'yyyy-MM-dd HH:00:00') AS time_bucket__c,
    ssn_SocialPost__dlm.platform__c AS platform__c,
    COUNT(ssn_SocialPost__dlm.postId__c) AS post_count__c,
    AVG(ssn_SocialPost__dlm.sentimentScore__c) AS avg_sentiment__c,
    SUM(CASE WHEN ssn_SocialPost__dlm.overallSentiment__c = 'positive' THEN 1 ELSE 0 END) AS positive_count__c,
    SUM(CASE WHEN ssn_SocialPost__dlm.overallSentiment__c = 'negative' THEN 1 ELSE 0 END) AS negative_count__c,
    SUM(CASE WHEN ssn_SocialPost__dlm.overallSentiment__c = 'neutral' THEN 1 ELSE 0 END) AS neutral_count__c
FROM
    ssn_SocialPost__dlm
WHERE
    ssn_SocialPost__dlm.publishedDate__c >= DATEADD(day, -30, CURRENT_TIMESTAMP)
GROUP BY
    time_bucket__c,
    platform__c

Engagement Scoring per Author

-- Calculate engagement score per unified individual
SELECT
    ssot__Individual__dlm.ssot__Id__c AS individual_id__c,
    SUM(ssn_SocialPost__dlm.likeCount__c
        + ssn_SocialPost__dlm.shareCount__c
        + ssn_SocialPost__dlm.commentCount__c) AS total_engagement__c,
    COUNT(ssn_SocialPost__dlm.postId__c) AS total_posts__c,
    AVG(ssn_SocialPost__dlm.sentimentScore__c) AS avg_sentiment__c,
    CASE
        WHEN SUM(ssn_SocialPost__dlm.likeCount__c
                 + ssn_SocialPost__dlm.shareCount__c
                 + ssn_SocialPost__dlm.commentCount__c) > 1000 THEN 'High Engager'
        WHEN SUM(ssn_SocialPost__dlm.likeCount__c
                 + ssn_SocialPost__dlm.shareCount__c
                 + ssn_SocialPost__dlm.commentCount__c) > 100 THEN 'Medium Engager'
        ELSE 'Low Engager'
    END AS engagement_tier__c
FROM
    ssn_SocialPost__dlm
JOIN
    ssot__Individual__dlm
    ON ssn_SocialPost__dlm.authorId__c = ssot__Individual__dlm.ssot__Id__c
WHERE
    ssn_SocialPost__dlm.publishedDate__c >= DATEADD(day, -90, CURRENT_TIMESTAMP)
GROUP BY
    individual_id__c

Share of Voice Calculation

-- Share of voice by listening topic type
SELECT
    ssn_SocialPost__dlm.listeningTopicId__c AS topic_id__c,
    COUNT(ssn_SocialPost__dlm.postId__c) AS mention_count__c,
    ROUND(
        CAST(COUNT(ssn_SocialPost__dlm.postId__c) AS FLOAT)
        / CAST(SUM(COUNT(ssn_SocialPost__dlm.postId__c)) OVER () AS FLOAT)
        * 100, 2
    ) AS share_of_voice_pct__c,
    AVG(ssn_SocialPost__dlm.sentimentScore__c) AS avg_sentiment__c
FROM
    ssn_SocialPost__dlm
WHERE
    ssn_SocialPost__dlm.listeningTopicId__c IS NOT NULL
    AND ssn_SocialPost__dlm.publishedDate__c >= DATEADD(day, -30, CURRENT_TIMESTAMP)
GROUP BY
    topic_id__c

Platform Comparison Metrics

-- Daily platform performance comparison
SELECT
    DATE_FORMAT(ssn_SocialPost__dlm.publishedDate__c, 'yyyy-MM-dd') AS metric_date__c,
    ssn_SocialPost__dlm.platform__c AS platform__c,
    COUNT(ssn_SocialPost__dlm.postId__c) AS post_volume__c,
    AVG(ssn_SocialPost__dlm.sentimentScore__c) AS avg_sentiment__c,
    SUM(ssn_SocialPost__dlm.likeCount__c) AS total_likes__c,
    SUM(ssn_SocialPost__dlm.shareCount__c) AS total_shares__c,
    SUM(ssn_SocialPost__dlm.commentCount__c) AS total_comments__c,
    SUM(ssn_SocialPost__dlm.viewCount__c) AS total_views__c,
    AVG(
        CAST(ssn_SocialPost__dlm.likeCount__c
             + ssn_SocialPost__dlm.shareCount__c
             + ssn_SocialPost__dlm.commentCount__c AS FLOAT)
        / NULLIF(ssn_SocialPost__dlm.viewCount__c, 0)
    ) AS avg_engagement_rate__c
FROM
    ssn_SocialPost__dlm
WHERE
    ssn_SocialPost__dlm.publishedDate__c >= DATEADD(day, -30, CURRENT_TIMESTAMP)
GROUP BY
    metric_date__c,
    platform__c

Crisis Detection Scoring

-- Real-time crisis score aggregation
SELECT
    ssn_SocialSentiment__dlm.postId__c AS post_id__c,
    ssn_SocialSentiment__dlm.overallSentiment__c AS sentiment__c,
    ssn_SocialSentiment__dlm.sentimentScore__c AS sentiment_score__c,
    ssn_SocialSentiment__dlm.urgencyScore__c AS urgency__c,
    ssn_SocialSentiment__dlm.toxicityScore__c AS toxicity__c,
    ssn_SocialSentiment__dlm.crisisFlag__c AS is_crisis__c,
    CASE
        WHEN ssn_SocialSentiment__dlm.crisisFlag__c = true THEN 'Critical'
        WHEN ssn_SocialSentiment__dlm.toxicityScore__c > 0.7 THEN 'High'
        WHEN ssn_SocialSentiment__dlm.urgencyScore__c > 0.8
             AND ssn_SocialSentiment__dlm.overallSentiment__c = 'negative' THEN 'High'
        WHEN ssn_SocialSentiment__dlm.overallSentiment__c = 'negative' THEN 'Medium'
        ELSE 'Low'
    END AS crisis_severity__c
FROM
    ssn_SocialSentiment__dlm
WHERE
    ssn_SocialSentiment__dlm.scoredDate__c >= DATEADD(hour, -24, CURRENT_TIMESTAMP)

5.10 Data Actions

Data Actions send near real-time events from Data Cloud to trigger automations.

Crisis Alert Data Action (Platform Event)

Step 1: Ensure Platform Event Exists

Social Studio Next includes the Crisis_Alert_Event__e platform event with fields:

Topic_Id__c (Text)
Alert_Type__c (Text)
Severity__c (Text)
Details__c (Long Text)

Step 2: Create the Data Action

In Data Cloud, go to the Data Actions tab
Click New
Select target type: Salesforce Platform Event
Select your Data Space
Source: SSN Social Sentiment (custom DMO) or the Crisis Detection Calculated Insight
Trigger condition: crisisFlag = true OR crisis_severity = 'Critical'
Map fields:

DMO/CIO Field	Platform Event Field
`postId`	`Topic_Id__c`
`crisis_severity`	`Severity__c`
`sentiment + urgency + toxicity`	`Details__c`

Click Save and Activate

Auto Case Creation (Data Cloud-Triggered Flow)

In Salesforce Setup, create a Data Cloud-Triggered Flow
Set the trigger:

Object: SSN Social Sentiment DMO
Condition: overallSentiment = 'negative' AND urgencyScore > 0.8

Add Flow actions:

Create Record: Case
- Subject: “Social Media Alert – High Urgency”
- Priority: High
- Origin: Social Media
- Description: Include post content and sentiment details
Publish Platform Event: Social_Post_Event__e (to notify SSN UI)

Activate the Flow

5.11 Streaming vs Bulk Ingestion

When to Use Each Pattern

Pattern	Use Case	Latency	Volume
Streaming	Real-time post ingestion, live monitoring	~3 min (micro-batch)	Up to 250 req/sec
Bulk	Historical data backfill, batch sync	Minutes to hours	Up to 15 GB per job

Both patterns can operate on the same data stream simultaneously.

Rate Limits

Limit	Streaming	Bulk
Payload size	200 KB per request	150 MB per CSV file
Max records per request	Limited by 200 KB	Unlimited (within file size)
Concurrent requests	5	20 jobs per hour
Requests per second	250 (across all endpoints)	N/A
Delete records per request	200	N/A
CSV files per job	N/A	100
Throttling	HTTP 429	HTTP 429

Streaming Insert Example

# Insert social posts via streaming API
curl -X POST \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{
    "data": [
      {
        "postId": "tw_1234567890",
        "platform": "x_twitter",
        "content": "Just tried @YourBrand new product and absolutely love it! #review",
        "contentLanguage": "en",
        "authorId": "auth_tw_98765",
        "authorHandle": "@happy_customer",
        "authorDisplayName": "Happy Customer",
        "authorFollowerCount": 1250,
        "authorIsVerified": false,
        "publishedDate": "2026-02-19T14:30:00.000Z",
        "permalink": "https://x.com/happy_customer/status/1234567890",
        "postType": "post",
        "mediaType": "text",
        "isOwnedContent": false,
        "likeCount": 42,
        "shareCount": 12,
        "commentCount": 5,
        "viewCount": 2100,
        "overallSentiment": "positive",
        "sentimentScore": 0.92,
        "matchedKeyword": "YourBrand",
        "modifiedDate": "2026-02-19T14:30:00.000Z"
      },
      {
        "postId": "tw_1234567891",
        "platform": "x_twitter",
        "content": "Terrible experience with @YourBrand support. 3 hours on hold!",
        "contentLanguage": "en",
        "authorId": "auth_tw_11111",
        "authorHandle": "@frustrated_user",
        "authorDisplayName": "Frustrated User",
        "authorFollowerCount": 500,
        "authorIsVerified": false,
        "publishedDate": "2026-02-19T14:35:00.000Z",
        "permalink": "https://x.com/frustrated_user/status/1234567891",
        "postType": "post",
        "mediaType": "text",
        "isOwnedContent": false,
        "likeCount": 8,
        "shareCount": 3,
        "commentCount": 15,
        "viewCount": 800,
        "overallSentiment": "negative",
        "sentimentScore": 0.15,
        "matchedKeyword": "YourBrand",
        "modifiedDate": "2026-02-19T14:35:00.000Z"
      }
    ]
  }'

Response: 202 Accepted — Data is queued for processing (~3 minute micro-batch cycle).

Bulk Insert Example

Step 1: Create a Bulk Job

curl -X POST \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost/jobs" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{
    "object": "SocialPost",
    "operation": "upsert"
  }'

Response:

{
  "id": "750xx000000000001",
  "operation": "upsert",
  "object": "SocialPost",
  "state": "Open",
  "createdDate": "2026-02-19T15:00:00.000Z"
}

Step 2: Upload CSV Data

curl -X PUT \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost/jobs/750xx000000000001/batches" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}" \
  -H "Content-Type: text/csv" \
  --data-binary @social_posts_batch.csv

CSV Format:

postId,platform,content,authorId,authorHandle,publishedDate,likeCount,shareCount,commentCount,viewCount,overallSentiment,sentimentScore,modifiedDate
tw_001,x_twitter,"Great product @YourBrand!",auth_001,@user1,2026-02-19T10:00:00.000Z,50,10,5,1000,positive,0.88,2026-02-19T10:00:00.000Z
tw_002,x_twitter,"@YourBrand needs better support",auth_002,@user2,2026-02-19T11:00:00.000Z,3,1,8,200,negative,0.25,2026-02-19T11:00:00.000Z
fb_001,facebook,"Love the new features from YourBrand",auth_003,user3,2026-02-19T12:00:00.000Z,120,30,15,5000,positive,0.91,2026-02-19T12:00:00.000Z

Step 3: Close the Job

curl -X PATCH \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost/jobs/750xx000000000001" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{"state": "UploadComplete"}'

Step 4: Check Job Status

curl -X GET \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost/jobs/750xx000000000001" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}"

Response when complete:

{
  "id": "750xx000000000001",
  "operation": "upsert",
  "object": "SocialPost",
  "state": "JobComplete",
  "numberRecordsProcessed": 3,
  "numberRecordsFailed": 0
}

Delete Records Example

curl -X DELETE \
  "https://{tenant-id}.c360a.salesforce.com/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost" \
  -H "Authorization: Bearer {DATA_CLOUD_ACCESS_TOKEN}" \
  -H "Content-Type: application/json" \
  -d '{
    "data": [
      {"postId": "tw_1234567890"},
      {"postId": "tw_1234567891"}
    ]
  }'

Limit: Maximum 200 records per delete request.

Apex Streaming Ingestion Example

public class DataCloudIngestionService {

    @future(callout=true)
    public static void ingestSocialPosts(Set<Id> postIds) {
        List<rissnext__Social_Post__c> posts = [
            SELECT rissnext__Platform_Native_Id__c, rissnext__Platform__c,
                   rissnext__Content__c, rissnext__Content_Language__c,
                   rissnext__Author__c, rissnext__Author_Handle__c,
                   rissnext__Author_Display_Name__c, rissnext__Author_Follower_Count__c,
                   rissnext__Author_Is_Verified__c, rissnext__Published_Datetime__c,
                   rissnext__Permalink__c, rissnext__Post_Type__c,
                   rissnext__Is_Owned_Content__c,
                   rissnext__Like_Count__c, rissnext__Share_Count__c,
                   rissnext__Comment_Count__c, rissnext__View_Count__c,
                   rissnext__Overall_Sentiment__c, rissnext__Sentiment_Score__c,
                   rissnext__Matched_Keyword__c, rissnext__Listening_Topic__c,
                   rissnext__Data_Cloud_Id__c
            FROM rissnext__Social_Post__c
            WHERE Id IN :postIds
        ];

        if (posts.isEmpty()) return;

        List<Map<String, Object>> payload = new List<Map<String, Object>>();
        for (rissnext__Social_Post__c post : posts) {
            Map<String, Object> record = new Map<String, Object>{
                'postId' => post.rissnext__Platform_Native_Id__c,
                'platform' => post.rissnext__Platform__c,
                'content' => post.rissnext__Content__c,
                'contentLanguage' => post.rissnext__Content_Language__c,
                'authorHandle' => post.rissnext__Author_Handle__c,
                'authorDisplayName' => post.rissnext__Author_Display_Name__c,
                'authorFollowerCount' => post.rissnext__Author_Follower_Count__c,
                'authorIsVerified' => post.rissnext__Author_Is_Verified__c,
                'publishedDate' => post.rissnext__Published_Datetime__c != null
                    ? post.rissnext__Published_Datetime__c.formatGmt('yyyy-MM-dd\'T\'HH:mm:ss.SSS\'Z\'')
                    : null,
                'permalink' => post.rissnext__Permalink__c,
                'postType' => post.rissnext__Post_Type__c,
                'isOwnedContent' => post.rissnext__Is_Owned_Content__c,
                'likeCount' => post.rissnext__Like_Count__c,
                'shareCount' => post.rissnext__Share_Count__c,
                'commentCount' => post.rissnext__Comment_Count__c,
                'viewCount' => post.rissnext__View_Count__c,
                'overallSentiment' => post.rissnext__Overall_Sentiment__c,
                'sentimentScore' => post.rissnext__Sentiment_Score__c,
                'matchedKeyword' => post.rissnext__Matched_Keyword__c,
                'modifiedDate' => Datetime.now().formatGmt('yyyy-MM-dd\'T\'HH:mm:ss.SSS\'Z\'')
            };
            payload.add(record);
        }

        Map<String, Object> body = new Map<String, Object>{ 'data' => payload };
        String jsonBody = JSON.serialize(body);

        // Use the Data Cloud token obtained via DataCloudAuthService
        String dcToken = DataCloudAuthService.getDataCloudToken(
            'YOUR_CONSUMER_KEY', 'YOUR_CONSUMER_SECRET'
        );

        HttpRequest req = new HttpRequest();
        req.setEndpoint('callout:SSN_DataCloud/api/v1/ingest/sources/SSN_Social_Ingest/SocialPost');
        req.setMethod('POST');
        req.setHeader('Content-Type', 'application/json');
        req.setHeader('Authorization', 'Bearer ' + dcToken);
        req.setBody(jsonBody);
        req.setTimeout(30000);

        Http http = new Http();
        HttpResponse res = http.send(req);

        if (res.getStatusCode() != 202) {
            System.debug(LoggingLevel.ERROR,
                'Data Cloud ingestion failed: ' + res.getStatusCode() + ' ' + res.getBody()
            );
        }
    }
}

5.12 Best Practices

Schema Design

Plan your schema carefully before uploading — objects and fields cannot be removed once added
Include a modifiedDate datetime field on all objects for incremental update support
For Engagement-category objects, always include an Event Time datetime field
Use clear, descriptive field names (no double underscores, no reserved names)

Data Quality

Validate data before ingestion — invalid dates or mismatched types cause record-level failures
Use ISO 8601 formats strictly: dates as yyyy-MM-dd, datetimes as yyyy-MM-dd'T'HH:mm:ss.SSS'Z'
Ensure primary keys are truly unique to prevent unintended overwrites

Performance

Keep streaming payloads well under the 200 KB limit
Batch records efficiently within each request to minimize total API calls
For large historical imports, use bulk ingestion over streaming
Implement exponential backoff retry logic for HTTP 429 (rate limit) responses

Identity Resolution

Start with high-confidence match rules (exact email, exact external ID) before adding fuzzy matching
Validate unified profiles in Profile Explorer after each rule change
Monitor for over-merging (too many records being combined into one profile)
Add additional match rules incrementally after measuring match outcomes

Monitoring

Use the Data Explorer tab in Data Cloud to verify ingested records
Check data stream health and processing status regularly
Set up alerting at 80% of API capacity to avoid hitting hard limits during peak usage
Review Data Cloud audit logs for ingestion errors

Part 6: Data Model Reference

Object Relationship Diagram

                                  ┌──────────────────┐
                                  │  Campaign        │
                                  │  (Standard)      │
                                  └────────┬─────────┘
                                           │ Campaign__c
┌───────────────────┐              ┌───────┴──────────┐              ┌─────────────────┐
│ Approval_Chain__c │──────────────│ Authored_Post__c │──────────────│ Post_Media__c   │
│                   │  Approval_   │                  │  Authored_   │                 │
│ - Level1/2/3      │  Chain__c    │ - Content__c     │  Post__c     │ - Media_Type__c │
│   Approver        │              │ - Status__c      │              │ - File_Url__c   │
│ - SLA Hours       │              │ - Target_Plat... │              │ - Alt_Text__c   │
│ - Auto_Escalation │              │ - Scheduled_DT   │              │ - Sort_Order__c │
└───────────────────┘              │ - Is_Recurring   │              └─────────────────┘
                                   │ - First_Comment  │
                                   │ - UTM_Parameters │
┌───────────────────┐              │ - Author_User__c │
│ Social_Account__c │──────────────│ - Social_Acct__c │
│                   │  Social_     └──────────────────┘
│ - Platform__c     │  Account__c
│ - Account_Handle  │
│ - Token_Status    │              ┌──────────────────┐
│ - Is_Active__c    │              │ Social_Post__c   │
│ - OAuth_App__c ───┼──┐           │                  │──────────────┐
└───────────────────┘  │           │ - Platform__c    │              │
                       │           │ - Content__c     │   ┌──────────┴────────┐
┌───────────────────┐  │           │ - Author__c ─────┼──►│ Social_Author__c  │
│ OAuth_App__c      │◄─┘           │ - Published_DT   │   │                   │
│                   │              │ - Sentiment      │   │ - Primary_Handle  │
│ - Platform__c     │              │ - Like/Share/... │   │ - Primary_Platf.  │
│ - Client_Id__c    │              │ - Case__c ───────┼─┐ │ - Contact__c      │
│ - Client_Secret   │              │ - Listening_     │ │ │ - Lead__c         │
│ - Is_Active__c    │              │   Topic__c ──────┼─┤ │ - Account__c      │
└───────────────────┘              │ - Parent_Post__c │ │ │ - Is_Influencer   │
                                   │ - Is_Owned_Cont. │ │ └───────────────────┘
                                   └──────────────────┘ │
                                           │            │
                              Social_Post__│            │
                                           │            │
                                   ┌───────┴───────────┐│   ┌─────────────────┐
                                   │Social_Sentiment__c││   │ Case (Standard) │
                                   │                   │└─► │                 │
                                   │ - Overall_Sent.   │    │ - Is_Social_    │
                                   │ - Sentiment_Score │    │   Origin__c     │
                                   │ - Intent_Classif. │    │ - Social_Post   │
                                   │ - Urgency_Score   │    │ - Social_Author │
                                   │ - Toxicity_Score  │    │ - Response_     │
                                   │ - Crisis_Flag     │    │   Posted__c     │
                                   │ - Emotion_Labels  │    └─────────────────┘
                                   │ - Model_Version   │
                                   └───────────────────┘

┌───────────────────┐   ┌──────────────────────┐
│Listening_Topic__c │   │Notification_Pref.__c │
│                   │   │                      │
│ - Keywords__c     │   │ - User__c            │
│ - Exclude_KW__c   │   │ - Event_Type__c      │
│ - Platforms__c    │   │ - Email_Enabled__c   │
│ - Topic_Type__c   │   │ - InApp_Enabled__c   │
│ - Is_Active__c    │   │ - Slack_Enabled__c   │
│ - Alert_On_Crisis │   └──────────────────────┘
└───────────────────┘

Custom Metadata Types

CMDT	Purpose	Key Fields
`Platform_Config__mdt`	Platform specs	Max_Text_Length, Max_Images, Max_Video_Size, Rate_Limit, API_Base_Url
`Sentiment_Threshold__mdt`	Automated actions	Condition_Type, Min/Max_Score, Action_Type, Case_Priority
`SSN_OAuth_Config__mdt`	OAuth credentials	Client_Id, Client_Secret (per platform)
`SSN_Slack_Config__mdt`	Slack webhooks	Webhook_Url, Channel, Notification_Type, Is_Active

Platform Events

Event	Purpose	Key Fields
`Social_Post_Event__e`	Real-time post notifications	Post_Id, Platform, Sentiment, Action_Type, Payload
`Publishing_Event__e`	Publish status updates	Authored_Post_Id, Status, Platform, Message
`Crisis_Alert_Event__e`	Crisis detection alerts	Topic_Id, Alert_Type, Severity, Details

Scheduled Jobs

Job Class	Schedule	Purpose
`PostPublishSchedulable`	Every 5 min (configurable)	Publishes due scheduled posts
`RecurringPostSchedulable`	Hourly	Clones recurring posts for next occurrence
`TokenRefreshSchedulable`	Daily at 2 AM	Refreshes expiring OAuth tokens
`SocialPostIngestionBatch`	Hourly	Polls platform APIs for new social posts
`EngagementMetricsBatch`	Every 6 hours	Updates engagement metrics for owned posts
`DataCloudSyncBatch`	Hourly	Syncs SSN records to Data Cloud via Ingestion API
`ApprovalEscalationSchedulable`	Hourly	Escalates overdue approval requests
`SentimentScoringQueueable`	On-demand (trigger)	Scores sentiment for new social posts

Part 7: Troubleshooting

Posts Failing to Publish

Symptom	Possible Cause	Solution
Status stuck at “publishing”	Batch job not running	Verify `PostPublishSchedulable` is scheduled in Setup > Scheduled Jobs
Status = “failed”	Check `Publish_Error__c` field	Error message contains the platform API error
“Token expired” error	OAuth token needs refresh	Go to Settings > Connected Accounts > Reconnect
“Rate limit exceeded”	Too many API calls	Wait for the rate limit window to reset (check Platform_Config__mdt)
“Unsupported media format”	Wrong file type	Check platform media constraints in Section 4.3
“Account inactive”	Social account disabled	Go to Settings > Connected Accounts > Activate

Sentiment Not Calculated

Symptom	Possible Cause	Solution
No Social_Sentiment__c record	Queueable didn’t fire	Check if `SocialPostTriggerHandler` is active; verify trigger deployment
Sentiment score = 0	Content too short for analysis	Minimum content needed for keyword matching
Model version mismatch	Outdated scoring model	Verify `SSNSentimentScoringService` is current version

Cases Not Auto-Creating

Symptom	Possible Cause	Solution
Crisis posts don’t create cases	Threshold not active	Verify `Sentiment_Threshold__mdt` has `Is_Active__c = true`
Wrong priority on cases	Threshold misconfigured	Check `Case_Priority__c` on the matching threshold
No contact linked to case	Author not linked to contact	Link Social_Author__c to Contact via the author detail page

Token Expiration

Symptom	Possible Cause	Solution
Token_Status = “expired”	Refresh token failed	Re-authenticate: Settings > Connected Accounts > Reconnect
Frequent token issues	Platform app permissions changed	Verify scopes on the platform developer console
Token refresh failing	Named Credential misconfigured	Check Named Credential settings in Salesforce Setup

Data Cloud Ingestion Issues

Symptom	Possible Cause	Solution
No data in Data Explorer	Data stream not deployed	Verify data stream status is “Active” in Data Cloud
HTTP 401 on ingestion	Token expired	Re-authenticate via the two-step token exchange
HTTP 429 throttling	Rate limit exceeded	Implement exponential backoff; reduce request frequency
Records failing validation	Invalid date format	Ensure all dates use ISO 8601: `yyyy-MM-dd'T'HH:mm:ss.SSS'Z'`
Schema upload fails	Invalid YAML	Validate YAML syntax; check field name constraints (no `__`)
Identity resolution not matching	Match rules too strict	Start with exact normalized; add fuzzy rules incrementally
Over-merging profiles	Match rules too loose	Remove or tighten fuzzy match rules; validate in Profile Explorer

Common Error Messages

Error	Meaning	Resolution
`field 'Content__c' can not be filtered in a query call`	Long Text Area used in WHERE clause	Remove Long Text Area fields from SOQL WHERE/ORDER BY clauses
`Constructor not defined: [MockHttpCallout]`	Wrong constructor parameters in test	Check MockHttpCallout signature: `(Integer statusCode, String responseBody)`
`FIELD_CUSTOM_VALIDATION_EXCEPTION`	Validation rule blocking DML	Check validation rules on the target object
`UNABLE_TO_LOCK_ROW`	Record lock contention	Retry the operation; reduce batch sizes
`System.CalloutException: Unauthorized endpoint`	Named Credential not configured	Add the endpoint to Remote Site Settings or configure the Named Credential

This guide covers Social Studio Next version 1.0. For the latest updates, refer to the release notes included with each package version.

Social Studio Next — Comprehensive User & Administrator Guide

Table of Contents

Part 1: Application Overview

What Is Social Studio Next?

Supported Platforms

Key Capabilities

Part 2: Getting Started

Permission Sets & Roles

SSN_Admin

SSN_Manager

SSN_Creator

SSN_Agent

Application Navigation

Dashboard Overview

Part 3: End-User Feature Guides

3.1 Publishing

Creating a New Post

Content Variants

Media Uploads

Scheduling Posts

Recurring Posts

UTM Parameters

First Comment Strategy (Instagram/Facebook)

Post Queue

Content Calendar

3.2 Approval Workflows

Submitting a Post for Approval

Reviewing & Approving Posts (Managers)

Multi-Level Approval

Configuring Approval Chains

Rejection Flow

3.3 Social Listening

Creating a Listening Topic

Viewing the Social Feed

Crisis Detection

3.4 Inbox & Conversations

Conversation List

Conversation Detail

Replying to Posts

Creating a Case from a Post

3.5 Analytics

Dashboard Metrics

Sentiment Trends

Share of Voice

Competitor Benchmarking

Campaign Performance

Top Posts

Part 4: Administrator Configuration Guide

4.1 Initial Setup Checklist

4.2 OAuth & Social Account Setup

Platform Developer App Registration

X (Twitter)

Facebook & Instagram

LinkedIn

TikTok

Configuring OAuth Credentials in Salesforce

Connecting Social Accounts

Token Management

4.3 Platform Configuration Reference

4.4 Approval Chain Configuration

Creating an Approval Chain

How Approval Routing Works

4.5 Sentiment Threshold Configuration

Pre-Configured Thresholds

Creating a Custom Threshold

Threshold Evaluation Flow

4.6 Slack Integration

Setting Up Slack Incoming Webhooks

Configuring Slack in SSN

Notification Format

4.7 Notification Preferences

Event Types

Channels

Part 5: Data Cloud Configuration for Social Listening

5.1 Prerequisites & Architecture Overview

Prerequisites

Architecture

Data Flow

5.2 Connected App Setup

Step 1: Create the Connected App