Social Studio Next — Comprehensive User & Administrator Guide

Version: 1.18.0 Namespace:
rissnext
API Version: v65.0
Package Type: Second-Generation Managed Package (2GP)


---

Table of Contents

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

---

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

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

SSN_Manager

Audience: Social media managers, content strategists, team
leads

SSN_Creator

Audience: Content creators, copywriters, designers

SSN_Agent

Audience: Customer service representatives, social support
agents

Application Navigation

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

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

1. Navigate to the Publishing tab
2. Click New Post to open the Post Composer
3. 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)
4. Select Target Platforms — check one or more: X/Twitter,
   Facebook, Instagram, LinkedIn, TikTok

Content Variants

For platform-specific messaging, use Content Variants:

1. After selecting multiple platforms, click Add Variant for
   any platform
2. Write alternate content for that platform
3. Each platform will receive its variant instead of the main content
4. Variants are stored as JSON in the
   Content_Variants__c</code
>
field


Media Uploads

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

Platform Media Constraints:

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

1. Toggle Is Recurring on in the composer sidebar
2. Select a Pattern: Daily, Weekly, Biweekly, or Monthly
3. For Weekly/Biweekly: select a Day of Week
4. For Monthly: select a Day of Month (1-28)
5. Set an End Date for the recurrence
6. 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

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

First Comment Strategy (Instagram/Facebook)

1. When Instagram or Facebook is selected as a target platform, a
   First Comment field appears
2. Enter hashtags or supplementary content
3. After the main post is published, the system automatically posts the first
   comment as a reply
4. 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

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

Reviewing & Approving Posts (Managers)

1. Navigate to Publishing > Approvals
2. View the queue of pending posts
3. Click a post to see the full preview (content, media, target platforms)
4. Click Approve to advance the post or
   Reject with a reason
5. 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:

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

Rejection Flow

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

---

3.3 Social Listening

Creating a Listening Topic

1. Navigate to
   Settings > Listening Topics (Managers/Admins)
2. Click New Topic
3. 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
4. Click Save

Turning On Ingestion

Listening topics define what to monitor; a background job does the
actual fetching and files results into the Inbox and Listening feed. Turn it
on from the Inbox toolbar:

• Enable Hourly Sync — schedules the ingestion job to poll
  your active topics every hour. New installs attempt to schedule this
  automatically; if the Inbox is empty and the status reads “Hourly
  sync off,” click this once.
• Sync now — runs a fetch immediately so you don’t have
  to wait for the top of the hour.

The toolbar shows the schedule state, the next run, and the last run’s
status.

What Each Platform Can Monitor

Each platform’s API limits what can be pulled in. The Inbox’s
“What shows in the Inbox?” panel summarizes the
same information in-app:

Viewing the Social Feed

1. 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)
2. 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
3. Click Apply to refresh the feed with the selected filters
4. 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)
5. 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:

1. The Crisis_Alert_Event__e platform event is published
2. Slack notification is sent to the configured crisis channel
3. A Case is automatically created (if threshold is configured with
   action_type = 'create_case'</code
>)

4. Crisis posts appear with a red badge in the Listening feed

---

3.4 Inbox & Conversations

Inbox Toolbar

The top of the Inbox has controls for keeping conversations current:

• Sync now — fetches new activity from your connected
  platforms immediately.
• Enable / Disable Hourly Sync — schedules (or stops) the
  hourly background ingestion, with the next-run and last-run status shown
  alongside.
• What shows in the Inbox? — expands the platform-coverage
  panel (see
  What Each Platform Can Monitor</a >).

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If the Inbox is empty, confirm you have at least one
active Listening Topic and that
Hourly Sync is on (or click Sync now).
Remember that some content is not retrievable by design — e.g.
LinkedIn/Facebook direct messages.

Conversation List

1. Navigate to the Inbox tab
2. Conversations are grouped by author handle + platform
3. Each conversation shows:
   • Author avatar and handle
   • Last message preview
   • Timestamp of last activity
   • Sentiment badge
   • Unread indicator (if new messages)
4. Archive button on each conversation archives all posts in
   that conversation (replaces the previous dismiss behavior)
5. Show Archived toggle to view archived conversations
6. Each archived conversation has an Unarchive button (undo
   icon) to restore it

Conversation Detail

1. Click a conversation to open the detail view
2. View the full thread (oldest to newest)
3. 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)
4. If a Case exists, click the case link to navigate to it
5. Assign to Case button creates or links a Service Cloud
   case to the conversation

Replying to Posts

1. Scroll to the bottom of the conversation detail
2. Type your reply in the Reply Composer
3. Character counter shows platform-specific limits
4. Click Send Reply
5. The reply is posted to the platform in real-time
6. If a Case is linked, the case is updated with
   Response_Posted__c = true</code
>


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

Creating a Case from a Post

1. In the Listening feed or Conversation detail, click
   Create Case
2. A Case is created with:
   • Subject auto-generated from post content
   • Origin set to “Social Media”
   • Priority based on sentiment severity
   • Linked Social_Postc and Social_Authorc
   • Contact auto-resolved from author’s CRM links
3. 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

Top Posts

A ranked list of your highest-performing posts based on total engagement,
showing:

• Post content preview
• Platform
• Engagement metrics
• Sentiment score

---

Part 4: Administrator Configuration Guide

4.1 Initial Setup Checklist

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)

1. Go to the
   X Developer Portal</a >
   and create a Project and an App.
2. Under User authentication settings, enable
   OAuth 2.0.
3. Set Type of App to a
   confidential client —
   Web App, Automated App or Bot. A Native App / SPA is a
   public client with no secret and will not work with this
   integration.
4. Set App permissions to Read and Write.
5. Add the Callback URI / Redirect URL exactly:
   https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback</code
>

6. From Keys and tokens, copy the
   OAuth 2.0 Client ID and Client Secret —
   not the OAuth 1.0a API Key / API Key Secret.
   Using the API Key Secret causes
   Token exchange failed (401): "Missing valid authorization
header"</code
>
at connect time.

7. Scopes used:
   tweet.read</code
>,
tweet.write</code
>,
users.read</code
>,
media.write</code
>,
offline.access</code
>,
like.read</code
>,
like.write</code
>.


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Listening note: Reading mentions/keywords from X requires
an X API access tier that permits recent search (/2/tweets/search/recent</code
>). The free tier does not include search, so the Inbox will show nothing
for X on that tier.


Facebook & Instagram

1. Go to
   developers.facebook.com</a >
2. Create a new App (type: Business)
3. Add the Facebook Login product
4. Add the Instagram Graph API product
5. Set Valid OAuth Redirect URI:
   https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback</code
>

6. Note the App ID and App Secret
7. Required Facebook scopes:
   pages_show_list</code
>,
pages_read_engagement</code
>,
pages_manage_posts</code
>,
pages_manage_metadata</code
>,
pages_manage_engagement</code
>,
publish_video</code
>,
read_insights</code
>

8. Required Instagram scopes:
   instagram_basic</code
>,
instagram_content_publish</code
>,
instagram_manage_comments</code
>,
instagram_manage_insights</code
>


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

LinkedIn

1. Go to
   linkedin.com/developers</a >
   and create an App linked to the Company Page you will manage.
2. Request access to the Community Management API product.
   Do not add other products (Sign In with LinkedIn /
   Advertising): the Community Management API is an
   exclusive product, and combining it with
   openid</code
>
/
profile</code
>
scopes causes an
unauthorized_scope_error</code
>
at connect.

3. Add the Authorized Redirect URL exactly:
   https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback</code
>

4. Copy the Client ID and Client Secret.
5. Scopes used:
   r_organization_social</code
>,
w_organization_social</code
>,
rw_organization_admin</code
>,
w_member_social</code
>.
rw_organization_admin</code
>
is required so the app can list the organizations you administer when you
choose which Page to post as.


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Note: You must be an administrator of
the LinkedIn organization to post as it. The Inbox surfaces your
organization’s own posts and their comments — LinkedIn’s API does
not expose direct messages or organic posts made outside the app.

TikTok

1. Go to
   developers.tiktok.com</a >
2. Create a new App
3. Apply for Content Posting API access
4. Add the Redirect URI:
   https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback</code
>

5. Note the Client Key (TikTok uses
   client_key</code
>
instead of
client_id</code
>) and Client Secret

6. Required scopes:
   user.info.basic</code
>,
user.info.profile</code
>,
user.info.stats</code
>,
video.publish</code
>,
video.upload</code
>,
video.list</code
>


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

Configuring OAuth Credentials in Salesforce

Enter each platform’s credentials on an
OAuth App record. Client secrets are stored
AES‑256 encrypted on this record, and it is the only place
the package reads them from.

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Required: OAuth App records are the supported credential
source. Credentials are not read from custom metadata —
the
SSN_OAuth_Config__mdt</code
>
type is intentionally not a secret store. Every platform you connect needs
its own active OAuth App record.


1. Open the Social Studio Next app →
   Settings → OAuth Apps.
2. Click New OAuth App and set:
   • Platform —
     x_twitter</code
>,
facebook</code
>,
instagram</code
>,
linkedin</code
>, or
tiktok</code
>.

   • Client ID — the platform’s Client ID / App ID /
     Client Key (for X, the OAuth 2.0 Client ID).
   • Client Secret — the platform’s Client Secret /
     App Secret (for X, the OAuth 2.0 Client Secret).
   • Is Active — checked.
3. Repeat for each platform. To rotate a secret later, edit the record here
   and reconnect the account.

Enable Named Credential Callouts (required)

Social Studio Next reaches each platform through a packaged
Named Credential (SSN_Twitter</code
>,
SSN_Facebook</code
>,
SSN_Instagram</code
>,
SSN_LinkedIn</code
>,
SSN_TikTok</code
>). For security, Salesforce installs managed-package Named Credentials with
callouts Disabled, so you must enable each one
once per org before connecting or publishing on that
platform.


1. Go to Setup → Security → Named Credentials.
2. Open SSN Twitter → Edit → enable it for
   callouts → Save.
3. Repeat for SSN Facebook, SSN Instagram,
   SSN LinkedIn, and SSN TikTok (only the
   platforms you use).

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If a credential is still Disabled, that platform’s
connect/publish/listening callouts fail with
“Callout blocked for named credential. Be sure the Enabled for
Callouts setting is enabled.”</em >
This is an org configuration step — it is not related to the
platform’s developer app.

Connecting Social Accounts

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Prerequisite: Assign the user an SSN permission set
(SSN_Admin / SSN_Manager / SSN_Creator / SSN_Agent)
before connecting. These grant access to the External
Credentials the platform callouts use; without one, connecting or
publishing fails.

1. Open Settings → Connected Accounts and click
   Connect Account.

2. Select a platform (and the OAuth App, if you have more than one for that
   platform), then click Authorize. A popup opens to the
   platform’s consent screen.

3. Grant the requested permissions. You are redirected back to the packaged
   callback page and the popup closes.

4. Choose the target when prompted:

   • LinkedIn — pick the
     organization / Company Page you administer.
   • Facebook — pick the Page.
   • Instagram — pick the
     Instagram Business account (via its linked Page).
   • X / TikTok — resolve automatically to the
     authenticated user.

   You can change this later with Change on the account
   tile.

5. A
   Social_Account__c</code
>
record is created/updated with
Token_Status__c = valid</code
>,
Account_Handle__c</code
>,
Account_Platform_Id__c</code
>, and
Is_Active__c = true</code
>.


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Callback URL: the redirect URI is always the namespaced
Visualforce page
https://{yourDomain}.my.salesforce.com/apex/rissnext__SSNOAuthCallback</code
>. Register that exact value (with the
rissnext__</code
>
prefix) on every platform. An unprefixed
/apex/SSNOAuthCallback</code
>
produces a "Page SSNOAuthCallback does not exist" error and is
fixed only in package 1.13.0 or later.


Token Management

• Token Refresh: The
  TokenRefreshSchedulable job runs every 30 minutes to refresh tokens before expiry and
persist the rotated refresh tokens (X and TikTok issue a new refresh token on every refresh). Without it, X/TikTok connections stop working roughly every couple of hours — see Verify Scheduled Background Jobs</a
>.

• Token Status Values:
  valid</code
>,
expired</code
>,
revoked</code
>

• 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

Verify Scheduled Background Jobs (required)

Social Studio Next relies on two recurring background jobs. The package attempts to schedule them automatically on install, but a managed package cannot guarantee scheduling in every org (in particular, some CLI/API upgrades do not run the post-install script), so verify them after install and schedule any that are missing.

To verify: go to
Setup → Scheduled Jobs and confirm
SSN Token Refresh 1</code
>,
SSN Token Refresh 2</code
>, and
SSN Social Ingestion</code
>
are present. (Admins can also check with
SELECT CronJobDetail.Name, State, NextFireTime FROM CronTrigger WHERE
CronJobDetail.Name LIKE 'SSN %'</code
>.)


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.


4.4 Approval Chain Configuration

Creating an Approval Chain

1. Navigate to Publishing > Approval Flow tab in the SSN
   app
2. Click New
3. Configure:

4. Click Save

How Approval Routing Works

1. 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)
2. Level 1 approver is notified
3. After L1 approval, L2 approver is notified (if configured)
4. After L2, L3 approver is notified (if the
   Level_3_Required_When__c
condition is met)

5. Final approval moves the post to Scheduled or triggers immediate publish
6. 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

Creating a Custom Threshold

1. Go to
   Setup > Custom Metadata Types > Sentiment Threshold > Manage
   Records</strong >
2. Click New
3. Configure:
   • Threshold Name: Descriptive name
   • Condition Type:
     sentiment</code
>,
toxicity</code
>,
intent</code
>,
crisis</code
>,
engagement</code
>

   • 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
4. 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

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

Configuring Slack in SSN

1. Go to
   Setup > Custom Metadata Types > SSN Slack Config > Manage
   Records</strong >
2. Create records for each notification type:

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

Channels

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

1. Social Studio Next ingests social posts via platform APIs
   and scores sentiment
2. DataCloudSyncBatch periodically pushes SSN records to
   Data Cloud via the Ingestion API
3. Data Cloud maps ingested data to Data Model Objects
   (DMOs)
4. Identity Resolution links social authors to CRM
   contacts/leads via email, social handle, or external ID matching
5. Calculated Insights compute aggregated metrics (sentiment
   trends, engagement scores, share of voice)
6. 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

1. In Salesforce Setup, navigate to App Manager
2. Click New Connected App
3. Enter:
   • Connected App Name:
     Data Cloud Social Ingestion
   • API Name:
     Data_Cloud_Social_Ingestion
   • Contact Email: your admin email
4. 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)
5. Click Save
6. Note the Consumer Key and
   Consumer Secret (click to reveal after saving)

Step 2: Enable Client Credentials Flow

1. After saving, click Manage on the Connected App
2. Click Edit Policies
3. 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
4. Click Save
5. 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</code
>
or
CDPDataCloudUser</code
>

• 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):</strong >

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</code
>
from this response is your tenant-specific base URL for
all Ingestion API calls. The
access_token</code
>
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

Reserved Field Names (Do Not Use)

date_id</code
>,
location_id</code
>,
dat_account_currency</code
>,
dat_exchange_rate</code
>,
pacing_period</code
>,
pacing_end_date</code
>,
row_count</code
>,
version</code
>


Data Type Mapping

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

1. In Data Cloud, navigate to Setup > Data Cloud Setup
2. Under Salesforce Integrations, click
   Ingestion API
3. Click New
4. Enter the Connector Name:
   SSN_Social_Ingest
5. Click Save

Step 2: Upload the Schema

1. Click Upload Schema
2. Navigate to and select your
   ssn_ingestion_schema.yaml
file

3. Preview the detected objects:
   • SocialPost
(25+ fields)

   • SocialAuthor
(18+ fields)

   • SocialSentiment
(17+ fields)

   • EngagementMetric
(13+ fields)

4. 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)

1. Navigate to Data Streams in Data Cloud
2. Click New > Ingestion API
3. Select the
   SSN_Social_Ingest
connector

4. Select SocialPost and click Next
5. Configure:
   • Primary Key:
     postId
   • Category: Engagement
   • Event Time Field:
     publishedDate
6. Click Deploy

SocialAuthor Data Stream (Profile)

1. Click New > Ingestion API
2. Select the
   SSN_Social_Ingest
connector

3. Select SocialAuthor and click Next
4. Configure:
   • Primary Key:
     authorId
   • Category: Profile
   • Record Modified Field:
     modifiedDate
   • Refresh Mode: Partial (enables
     incremental updates)
5. Click Deploy

SocialSentiment Data Stream (Other)

1. Click New > Ingestion API
2. Select the
   SSN_Social_Ingest
connector

3. Select SocialSentiment and click Next
4. Configure:
   • Primary Key:
     sentimentId
   • Category: Other
   • Record Modified Field:
     modifiedDate
5. Click Deploy

EngagementMetric Data Stream (Engagement)

1. Click New > Ingestion API
2. Select the
   SSN_Social_Ingest
connector

3. Select EngagementMetric and click Next
4. Configure:
   • Primary Key:
     engagementId
   • Category: Engagement
   • Event Time Field:
     metricDate
5. 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</code
>
DMO, enabling identity resolution.


1. Go to Data Model > Data Mapping
2. Select the SocialAuthor data stream
3. Target DMO: Contact Point Social
4. Map fields:

5. Also map to Individual DMO for identity resolution:

Map SocialPost to Custom Social Post DMO

1. In Data Model, create a custom DMO:
   SSN Social Post (Category: Engagement)
2. Add fields matching the schema
3. Map all SocialPost data stream fields to the custom DMO fields
4. Set
   publishedDate</code
>
as the Event Time dimension


Map SocialSentiment to Custom Sentiment DMO

1. Create a custom DMO: SSN Social Sentiment (Category:
   Other)
2. Add fields matching the schema
3. Map all SocialSentiment data stream fields to the custom DMO fields
4. Create a relationship to SSN Social Post via
   postId</code
>


Map EngagementMetric to Custom Engagement DMO

1. Create a custom DMO: SSN Engagement Metric (Category:
   Engagement)
2. Add fields matching the schema
3. Map all EngagementMetric data stream fields to the custom DMO fields
4. Set
   metricDate</code
>
as the Event Time dimension

5. Create a relationship to SSN Social Post via
   postId</code
>


5.8 Identity Resolution

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

Step 1: Create a Ruleset

1. Navigate to Identity Resolution in Data Cloud
2. Click New Ruleset
3. Name:
   SSN_Author_Unification</code
>

4. Description: “Links social media authors to CRM contacts and
   leads”
5. Click Save

Step 2: Configure Match Rules

Rule 1 — Email Match (High Confidence)

Rule 2 — Social Handle Match

Rule 3 — Party Identification Match

Step 3: Configure Reconciliation Rules

When multiple sources disagree on a field value:

Step 4: Publish and Validate

1. Click Publish on the ruleset
2. Identity resolution runs within 24 hours
3. 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</code
>
platform event with fields:


• Topic_Id__c</code
>
(Text)

• Alert_Type__c</code
>
(Text)

• Severity__c</code
>
(Text)

• Details__c</code
>
(Long Text)


Step 2: Create the Data Action

1. In Data Cloud, go to the Data Actions tab
2. Click New
3. Select target type: Salesforce Platform Event
4. Select your Data Space
5. Source: SSN Social Sentiment (custom DMO) or the Crisis
   Detection Calculated Insight
6. Trigger condition:
   crisisFlag = true</code
>
OR
crisis_severity = 'Critical'</code
>

7. Map fields:

8. Click Save and Activate

Auto Case Creation (Data Cloud-Triggered Flow)

1. In Salesforce Setup, create a Data Cloud-Triggered Flow
2. Set the trigger:
   • Object: SSN Social Sentiment DMO
   • Condition:
     overallSentiment = 'negative'</code
>
AND
urgencyScore > 0.8</code
>

3. 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</code
>
(to notify SSN UI)

4. Activate the Flow

5.11 Streaming vs Bulk Ingestion

When to Use Each Pattern

Both patterns can operate on the same data stream simultaneously.

Rate Limits

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</code
>
— 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"}
    ]
  }'

style=” margin: 1rem 0; padding: 0.7rem 1rem; background: #f5f8fb; border-left: 4px solid #0b5cab; border-radius: 0 6px 6px 0; color: #2b3742; ” >

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</code
>
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</code
>, datetimes as
yyyy-MM-dd'T'HH:mm:ss.SSS'Z'</code
>

• 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__c│            │
                                           │            │
                                   ┌───────┴───────────┐ │  ┌─────────────────┐
                                   │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

Platform Events

Scheduled Jobs

---

Part 7: Troubleshooting

Posts Failing to Publish

Connecting Accounts & Choosing an Organization/Page

Note on External Credential access: the platform callouts
authenticate through the packaged External Credentials (rissnext__SSN_LinkedIn_Auth</code
>, etc.). Any user who connects accounts or publishes must be assigned one
of the SSN permission sets, which grant access to those External
Credential principals. Assigning the permission set (Step 2 of the Initial
Setup Checklist) is sufficient — no manual External Credential
configuration is required in the subscriber org.


Sentiment Not Calculated

Cases Not Auto-Creating

Token Expiration

Data Cloud Ingestion Issues

Common Error Messages

---

This guide covers Social Studio Next version 1.18.0.