First step – General

In this step you define FB page activation and deactivation date.  This step also contains general FB page information

Add source - General

1.  Source type – Can only be Facebook at the moment.

2.  Facebook page type –This field is auto generated by FB page.

3.  Vanity URL –Vanity URLs are a type of custom URL that exists to help users remember and find a specific page of your website. This field is retrieved from FB page.

4.  Image –The profile image used by the FB page.

5.  Source name – On the creation of the Source name synonym with the FB page name. However this field can me modified to a name that lets you easier keep track of your sources.  

6.  Source activation date – Note that the synchronization against the Facebook needs a start date that is added here. You can either set the current date and time to start immediately or at a later date.

7.  Source deactivation date: Leave this field empty if you want your SMM source to be monitored continuously. If you just want it synchronized during a limited period set an end date here.

The Source activation/deactivation dates are mirrored in the Source main table Active column

Use Cancel button if you want to cancel adding new source or use Next button to proceed to the next step.

 

Second step – Comments

In this step you define how FB comments on post or review will be transformed in to Ticket comments in NSP.

•   Default comment author – If the comment writer uses a FB account that is not mapped to a NSP account the User here will be used. It can be an Agent or a “dummy- account” created specially for this purpose.

In the latter case, be aware of that any notification for created Tickets will be sent to the mail address of this account. With what that can mean for mail server activity and mail account handling.

•   Comment visibility: Choose whether the comment will be Public or Internal.

•   Comment type: Set whether a comment will be created as Default, Solution or Workaround. We recommend to use the Default setting.

Use Cancel button if you want to cancel adding new source, Back to go to pervious step or use Next button to proceed to the next step.

 

Third step - Handle Content

Here you setup which FB page content will be streamed, status of streamed content, automatic ticket creation and so on….
In the settings you find references to “page handlers”. These are Account owner and Facebook users with Administrator or Moderator roles on the page in the Source.

Add source- Handle content

1.  Stream Messages, Stream Reviews, Stream Comments, Stream Posts created by visitors, Stream Posts created by page handlers: For each of these option chosen, an item will be created that is shown in the tab Stream - For Review in the Social media manager in Agent Portal.

If any of the “Automatic create tickets from…” options also is set (4.), both Ticket and Stream item in Agent portal Social media management will be created. The latter will directly have been set as Reviewed.

2.  Time after which reviewed stream item is archived.  You can define a time after which streamed items automatically are moved from the Stream- For Review list to Stream- Archived.

3.  Action on Post open. You can choose to manually mark SMM-items as Reviewed (dropdown list choice None) or that it is done automatically when  Mark reviewed is chosen. If Archive is chosen the Item will be moved directly to the Archived list without a pit stop in the Review list.  

4.  Automatically create tickets from Facebook posts, … reviews, … conversations: These settings are called Auto-sync in the system. Select any of these options if you want to automatically create NSP ticket from FB Items.

If any of the “Stream…” options also is set (1.), both Ticket and Stream item in Agent portal Social media management will be created. The latter will directly have been set as Reviewed.

5.  Automatically add Ticket comments from: Using the setting here you decide if Comments made on FB posts are to be included in the Tickets that are created from these posts. You can choose between: None, All FB comments, FB comments from visitor, FB comments from Page handlers.

If you have been using the SMM Source a while when marking this option only the items in the Agent portal Social media management lists For Review and Reviewed will be affected. Not the ones in the Archived list.

6.  Sync during the day from, ….To: Facebook has an absolute number of times per day an application is allowed to retrieve information. In order to optimize synchronization frequency it is favorable if you limit the time in which the synchronization is done during the day. Items added outside this time restraint will be retrieved the first sync of the day.

Tip: Sync only during office hours.

7.  Auto-sync start and Auto-sync campaign end date – You always have to set a start date if you want to use the Auto-create-ticket-function. But only set an end date if you want it to be a limited campaign.

8.  Retroactively stream items (one time only): If you have a FB-account that you have been using before linking it to NSP as a Social media Source you perhaps want to retrieve FB items that already have been sent to the page. This option lets you do this as a one-time option.

Set how many days prior to the Source Activation date (Step 1) you want to include. The items are created as object accordingly to the Stream and Auto-sync settings.

 

Fourth step - Filters and tags

When handling Social Media Management Sources lets you create filters that singles out what content will be gathered from social media site. To these filters you can also set “Tags” that will mark the items that are singled out.  The filter shown below will find all posts, reviews, messages and comments that contain the word “computer”. Then you can see that

This is done by adding words in the form of “Tags”. These tags can then viewed and edited by agent to SMM review.

 

Fifth step – Ticket Mapping

This step is available only if some of actions from automatically ticket creation is selected.  

Selecting the Ticket data template that will be used when automatically ticket creating from social network items. Mark the row that contains the mapping you want to use. This will be marked with a green marking and shown as Selected mapping.

You can view the template by clicking row menu item View. If you want to create new template, you have to exit the Add Source dialog (save!) and go to Configuration> Social Media Management> Ticket Data Mapping> Add template.

Verify choice by clicking Save.