Skip to Content

Our team has already integrated Twitter ( also Facebook ) into interaction center in CRM7.0 EHP3.

You can see an example below:

Create a tweet in twitter website:

/wp-content/uploads/2013/11/clipboard1_319985.png

Now I can see the tweet created just now in the web site.

/wp-content/uploads/2013/11/clipboard2_319986.png

And I can also see it in CRM IC agent inbox:

/wp-content/uploads/2013/11/clipboard3_319987.png

select the first row and I can directly reply it in CRM by clicking reply button:

/wp-content/uploads/2013/11/clipboard4_319991.png

just click the send button:

/wp-content/uploads/2013/11/clipboard5_319992.png

after click send button, I can see the reply also in twitter website:

/wp-content/uploads/2013/11/clipboard6_319993.png

Here below the screenshot is for Facebook:

I create a post in Facebook:

/wp-content/uploads/2013/11/clipboardf1_328810.png

/wp-content/uploads/2013/11/clipboard23_328832.png

And the post could also be found in CRM system:

/wp-content/uploads/2013/11/clipboard24_328833.png

if you would like to integrate other social channel than twitter and facebook, you just have to implement your own client class for the new social channel, and all left tasks are centrally done by us from framework side.

you can get more detail information from consulting note 1832462 about social integration achitecture. Implementation detail for facebook client class: note 1832481. And note 1832480 for twitter.

Update on 2013-11-20 for reply to Kavindra:

We have defined a BAdI enhancement spot which you could do your specific analysis on the data extracted from web site.

/wp-content/uploads/2013/11/2clipboard1_327197.png

/wp-content/uploads/2013/11/2clipboard2_327198.png

We have delivered a sample implementation which could calculate the sentiment of the text posted in twitter & facebook like “Positive, Negative, Strong Positive, Neutral”, with the help of SAP HANA Text Analysis Engine. Of course you could use your own TA engine within that BAdI enhancement implementation.

/wp-content/uploads/2013/11/2clipboard3_327199.png

Welcome to post any questions you have here if you are interested with this topic.

New features available in EHP3 SP4

See the detail here.

To report this post you need to login first.

64 Comments

You must be Logged on to comment or reply to a post.

  1. Stephen Johannes

    Is now part of the standard system in terms of license or will traditional SAP customers have to pay an “extra license” fee/cost to use it.  Previous versions of social media integration with SAP CRM required additional cost on top of existing system.

    If this is really “standard” and all you need is to be on EHP3 to get then it’s a very nice feature and reason to go through an EHP3 technical upgrade process. 

    Take care,

    Stephen

    (0) 
    1. Jerry Wang Post author

      Hi Stephen,

      Thank you for your information regarding the previous version of Social media integration.

      In our consulting note as mentioned in the blog we provide sample code for twitter integration, which makes use of public API documented in twitter website. The public API is completely free but has some limitations like rate limits documented in https://dev.twitter.com/docs/rate-limiting/1.1.

      Best regards,

      Jerry

      (0) 
      1. Linda Thomas

        Hello Jerry…

        Nice post and thanks for sharing it..

        I am currently trying it out. I am facing some problem with SSL configuration. I asked my BASIS guy to enable PSE and import twitter certificate. But even after that i am gettton ICM_HTTP_INTERNAL_ERROR. Is there anything else thats needs to be considered here.

        Please help.

        Thanks,

        Linda

        (0) 
        1. Jerry Wang Post author

          Hi Linda,

          there is a note 1939476 containing Q&A regarding social media integration, inside it there are two relevants: “

          Question:
          Background report cannot get Twitter post, Twitter server returns http error ‘403 forbidden’.
          Answer
          Ensure that you are using https protocol when connecting to Twitter server. For example, check if the URL relevant attributes in implemented Twitter client class are staring with https://xxxxx instead of http://xxxxx(like attributes GV_URL_TWEETING, GV_URL_DIRECT_MSG_REPLY, GV_URL_MENTIONS_TIMELINE and GV_URL_GET_USER in the sample class CL_SOC_TW_CLIENT). Please refer to note 1832480 for details.

          Question:
          Background report cannot get Twitter post, Twitter server returns http error ‘407 ICM_HTTP_SSL_ERROR’.
          Answer
          Makes sure the correct SSL certificates are installed to ‘SSL Client Anonymous'(by checking TCODE: STRUST). Please refer to note 1832480 for details.

          “.

          Please check whther they help. I could assume whether the general exception ICM_HTTP_INTERNAL_ERROR is related to system setup. Maybe you can work together with your system admin. Good luck.

          Best regards,

          Jerry

          (0) 
  2. Kavindra Joshi

    Hi Jerry ,

    I read about this in EHP3 notes ( unfortunately missed the chance to test Ehp3) . Apart from tweeting , can we do some predictive  analysis in CRM or for that we need to do our own custom development ?

    Regards,

    Kavindra

    (0) 
      1. Kavindra Joshi

        Thanks Jerry for the update. Can you also post more information on integrating on other social channels in SAP CRM ?

        Also apart from Twitter sentiment analysis is there other analysis built in ?

        ~Kavindra

        (0) 
        1. Jerry Wang Post author

          Hello Kavindra,

          I add some screenshot for Facebook. Regarding integration on other social channel, just replace the call to twitter/facebook public API in the sample code attached in the note with public API provided by your social channel.

          Currently no other operations are delivered except sentiment analysis. Maybe you can share us with your creative idea on those social posts extracted into CRM system?

          Best regards,

          Jerry

          (0) 
          1. Kavindra Joshi

            Hi Jerry ,

            For e.g. if there is a campaign where we have a +ve sentiment around it , but do the prospects who have displayed +ve sentiment actually turn customers ? Can we predict any thing about consumer behavior with twitter and facebook sentiment analysis ?

            ~Kavindra

            (0) 
            1. Jerry Wang Post author

              Hi Kavindra,

              got your point. We are talking about “prospect analysis”. Say one post containing “IPhone 5 looks awesome, I would like to have a try”, then it could be considered that it is of high possibility that people want to buy one. This Auguest SAP and one university in China has finished one co-innovation project to make it come true in CRM Interaction center.

              We have done a POC, however I didn’t know when it could come into a real product. The main semantic and prospect analysis is done by that university via JAVA, and unfortunately only Chinese language is supported currently.

              Best regards,

              Jerry

              (0) 
  3. Divya Gupta

    Hi Jerry,

    Really interesting blog as recently one of our customers came to us with similar requirement. this certainly gives us a heads-up.

    I tried searching for the notes you mentioned in the blog but got the message “document is not released”. Not sure if this has something to do with my user profile in service marketplace. if you can help me through this, that would be great.

    Regards,

    Divya

    (0) 
      1. Divya Gupta

        Hi Jerry,

        This is strange. do we have different types of service marketplace accesses??? I tried with my personal OSS id and also with my customer oss id and in bothe cases got the message : “document not yet released”.

        Not sure whats happening here. 🙁

        Thanks,

        Divya

        (0) 
        1. Jerry Wang Post author

          Hello Divya,

          Unfortunately we have some new developments recently, so my colleagues are still editing these three notes. And their status are “in process” so you cannot view them outside SAP.

          I can share the draft version with you. However I don’t know how to share some document in SCN? What is your normal way to share a document here?

          Best regards,

          Jerry

          (0) 
          1. Divya Gupta

            Hi Jerry,

            I am also not very sure how the documents can be shared through SCN. But that’s ok, I can wait for the notes to be out. I have anyways noted down the note numbers and would keep checking for updates.

            Thanks,

            Divya

            (0) 
    1. Carsten Kasper

      Hi Jerry,

      I have got the same problem as Divya.

      When I try to open Note 1832462 it gives me:

        Translation is possibly not up-to-date

        Document is not released

      Same goes for 1832481.

      The only one available to me is 1832480.

      cheers

      Carsten


      (0) 
      1. Detelin Nedev

        Hi Jerry,

        The same with me about the OSS notes.

        Nevertheless, it seems the integration between SAP systems and the social networks to be very attractive and probably will be the future in the contacts with the customers (at least on of the ways).

        Best regrdas,

        Detelin

        (0) 
  4. Debdisha Ray

    Hi Jerry,

    I am new into CRM and found your blog very interesting,Could you also give an outline as to how u achieved TA using HANA (technically) in a easy round about way for beginners like me 🙂 .

    Thanks

    Disha

    (0) 
    1. Jerry Wang Post author

      Hi Disha,

      There is a note about how to achieve this technically, however it is not released yet.

      1832482 – How to integrate with HANA Text Analysis engine to support Social Media service in Interaction Center.

      I attach the sample code to this blog so that you can have a preview on it.

      Best regards,

      Jerry

      (0) 
  5. Michael Bowell

    Hi Jerry,

    Thanks for the post its really helpful. I have followed all of the guides provided by SAP and I have managed to get a tweet appearing within the table CRMD_SOC_POST however when I access the Agent Inbox in the IC and attempt to search for a social media post, no messages can be found. Are there any steps outside of the config guides which I need to complete?

    Many thanks,

    Mike

    (0) 
    1. Jerry Wang Post author

      Hello Mike,

      Since you can find the tweet extracted into table CRMD_SOC_POST, I would assume your configuration are correct. You can set a breakpoint in method GET_QUERY_RESULT of class CL_CRM_AUI_QUERY_SERVICE( if you are performing search in advanced search view, the class is CL_CRM_AUI_ADVQUERY_SERVICE accordingly). In that method, it will call method GET_SMC_QUERY_RESULT which will fetch social post from database table and then the post will be displayed in agent inbox. Please kindly debug to check whether the GET_SMC_QUERY_RESULT got called. Please let me know your debugging result.

      Best regards,

      Jerry

      (0) 
      1. Michael Bowell

        Hi Jerry,

        Thanks for the fast response. I have just debugged the class and the method was not called. What would be your suggestion next?

        Many thanks,

        Mike

        (0) 
        1. Michael Bowell

          I haev now placed a breakpoint within the method GET_SMC_QUERY_RESULT, and when I have hit the search button in the IC, the code hits the breakpoint so it must be being called. Does this mean that I am missing some config?

          Many thanks,

          Mike

          (0) 
          1. Jerry Wang Post author

            Hello Mike,

            then please kindly debug a little bit in method GET_SMC_QUERY_RESULT. Do you have any post filled into the exporting parameter ET_RESULT?

            Best regards,

            Jerry

            (0) 
            1. Michael Bowell

              Hi Jerry,

              Nothing is being populated into ET_RESULT. I have also checked the table CRMD_SOC_POST, where there are 3 entries. The value in the column MAIN_CATEGORY, is initial for all 3 posts. I have checked the config in “Define Social media Channels and User Accounts” and I can confirm that I have completed the config asigning a user account with user account description with Main_Category of “Social”.

              Many thanks,

              Mike

              (0) 
              1. Jerry Wang Post author

                Hi Mike,

                what is the SP level of your EHP3 system? The initial MAIN_CATEGORY should be a program error and is already fixed by us. If you need I can look for the corresponding note.

                There is also another way to fix this issue by yourself: As you know the social post is retrieved into CRM system via report CRM_SOC_SMC_HARVEST_DU. There is a BAdI definition CRM_SOC_SENTI_BADI in enhancement spot CRM_SOC_ENHANCEMENT which can allow customer to overwrite the data retrieved from web. So you can create a new BAdI enhancement implementation to fill the MAIN_CATEGORY by yourself, if it is initial.

                Of course this can just be regarded as workaround but it really works.

                Do you still need the note number which fixes this issue?

                Best regards,

                Jerry

                (0) 
                1. Michael Bowell

                  Hi Jerry,

                  I would feel more comfortable implementing a SAP note for it. Is there a quick way I can find it?

                  Also I am having the same problem as Tony below and I am also on the same SP. Weare given the implementation status of “Cannot be implemented”. I believe we are on CRM 7 EPH 3 SP 2.

                  Many thanks

                  (0) 
                  1. Derry Dai

                    Hi Mike,

                    Thanks a lot for actively trying our new feature. ^-^

                    I just checked our code again, but didn’t have any idea about how this issue happened.

                    As far as i remembered, this bug is fixed within SP02.

                    So could you please help set breakpoint in below lines and check if the main category is loaded correctly into social account instance and main category is set correctly to social post.

                    (1) CL_SOC_CLIENT_MANAGER->CONSTRUCTOR

                    (2) CL_SOC_CLIENT_MANAGER->FILL_INTERNAL_ATTRIBUTE

                    PS: as our solution will only retrieve the latest social data, so please create new social post

                    Any findings please kindly give us some updates!

                    thanks for help!

                    B.R

                    Derry

                    (0) 
                    1. Michael Bowell

                      I can confirm that in the CL_SOC_CLIENT_MANAG->CONSTRUCTOR, the MV_MAIN_CATEGORY has Social against it, which is in reference to social post.

                      Would you like to connect with me so that we can inbox this, to avoid creating noise on the thread?

                      (0) 
                      1. Jerry Wang Post author

                        Hi Michael,

                        Sorry but we have found the root cause: there is one issue in harvest report. We are working on the note. I will keep you updated once the note is released.

                        Best regards,

                        Jerry

                        (0) 
                        1. Michael Bowell

                          Hi Jerry,

                          There also appears to be an issue with replying to a tweet? I have followed the config guides available but I keep getting a 401 error. I have accessed the note which provides the fix, however it didnt work.

                          many thanks,

                          Mike

                          (0) 
                          1. Derry Dai

                            Hi Mike,

                            Sorry for the late reply!

                            This issue is most likely because twitter is switch to SSL connection recently, so now we must use HTTPS connections.

                            We are working on updating the consulting note, so you can wait for the update.

                            In contrast, you can update the code and install the reqiured certificate by yourself.

                            Details can be found here: Connecting to Twitter API using SSL | Twitter Developers

                            Just for your information, twitter asks to install all the certificates, but it is too many, so after we test, only VeriSign Root Certificates G5 Class3 is neccesary for our coding.

                            B.R

                            Derry

                            (0) 
                2. Aasish Varghese

                  Hello jerry…

                  Many thanks for your prompt reply. The MAIN_CATEGORY is not populated and as a result we are not able to see the posts in IC inbox. As per the above reply. Is there any NOTE to resolve the issue. If so please share the details of the same.

                  Thanks,

                  Linda

                  (0) 
                  1. Aasish Varghese

                    Hello Jerry,

                    Many Thanks Again.. I impletned the mentioned note and it worked fine 🙂 .

                    I have one more query. In the IC webUI, while seeing the details of a tweet, there is a button called ‘MAP TO IDENTIFIED CRM ACCOUNT’. Its always greyed out. I want to know  2 things here..

                    1) how can i map the twitter account users to CRM BP’s. I tried a report like CRM_BUPA_SMI_UPDATES. But no change.

                    2) When will this button ‘MAP TO IDENTIFIED CRM ACCOUNT’ be active.

                    Also, why the Images are not displayed in the result list in Inbox? Is this not supported yet..? or do wee need to change some setting for it.

                    Really appreciate your help on this.

                    Thanks,

                    Linda

                    (0) 
                    1. Michael Bowell

                      Hi Aasish,

                      In order for the “Map to CRM Account” to become active, you first need to “Interact” with a CRM account. This can be done on the “Identify Account” section on the menu on the work centre. After you have confirmed an account here, you can navigate back to the tweet and this button will become active.

                      Using the above button will map the CRM BP to the twitter handle. Alternatively you can navigate to the account, config in the assignment block, “Social Media”, populate the necessary details and this will create the logical link.

                      Mike

                      (0) 
                      1. Linda Thomas

                        hello Michael…

                        Thanks for the input.. it worked… Is there any clue about the Image not getting displayed in the Result List of the inbox.

                        Thanks,

                        Linda

                        (0) 
                        1. Michael Bowell

                          Hi Linda,

                          When you say images, do you mean if someone tweets a picture?

                          If so this is not currently supported and neither is a hyperlink to the picture. It will require the IC agent to physically navigate to the twitter account.

                          Many thanks

                          (0) 
                        2. Linda Thomas

                          Hello Michael…

                          in the Resultlist (where i see the tweets) i am having a ffield called  NODE whichis having an IMAGE as its value. This field is coming as X.

                          I want to know why this is not coming..?

                          Thanks,

                          Lijda

                          (0) 
                          1. Michael Bowell

                            To be honest with you Linda, I’m not entirely sure what that particular field is used for. It may have something to do with if you are running it on a HANA database. This is probably more of a question for Jerry Wang or Derry Dai

                            Many thanks,

                            Mike

                            (0) 
                          2. Jerry Wang Post author

                            Hi Linda,

                            I am not quite sure about what you mentioned. Could you please upload a screenshot here?

                            Best regards,

                            Jerry

                            (0) 
                              1. Jerry Wang Post author

                                Hi Linda,

                                In EHP3 SP4, if you turn on the related switch, the picuture you upload in the twitter & facebook will also be extracted into CRM system, and displayed in Social post overview page with attachment assignment block. For details you can refer to application help.

                                Image direct preview in IC agent inbox result list is not currently supported.

                                The field NODE has nothing to do with image preview functionality. In IC inbox result list, if you switch to tree view, there would be a small triangle by which you can expand the currently selected social post, to see all related to interaction record as hierarchy structure. Please see an example below.

                                /wp-content/uploads/2014/04/clipboard1_422803.png

                                Best regards,

                                Jerry

                                (0) 
                                1. Linda Thomas

                                  many Thanks jerry.. Actually we were in Tree display mode only. But dont know y its not coming. But ahll your help so far has really helped me to acheive the goal. 🙂

                                  (0) 
  6. Tony Rosenthal

    This looks great and I am in the process of trying to set this up in a sandbox environment.

    The integration with twitter seems to work fine for reading tweets and retrieving other information such as user details, however I am consistently getting a 401 Unauthorised error when trying to reply to a post.

    Are there any troubleshooting guides out there that can help with this. I realise the problem may be on either the twitter side or the CRM side, however as far as I can tell the CRM system is up to date in terms of OSS notes and the twtter APIs are working OK.

    Any help appreciated. Thanks, Tony

    (0) 
    1. Jerry Wang Post author

      Hi Tony,

      Thank you very much for trying our solution 🙂 During our development we also meet with exactly the same issue as you described. We have released one note 1939476: Q&A: Social Media Integration in CRM Interaction Center.

      Within this note you could find the explanation below:

      “Question:

      I have finished the configurations according to the Notes, and I’m able to retrieve back the social media posts (and direct messages). But when I try to reply a social media post, I’m still getting the error “auth error 401”.

      Answer: 

      First, please check whether you have granted sufficient authorizations when generating the token (e.g. for Twitter, “write” access level is required, and for Facebook, approperate scopes related to Reply are required).

      Second, please check SAP Note 1908848 (Method GET_FORM_FIELDS for outgoing messages), and implement it if necessary.”.

      In fact after we have implemented the note 1908848, the issue is gone. So please kindly check whether this also works for you. Good luck!

      Best regards,

      Jerry

      (0) 
  7. Isaac Mena

    I´m implementing a marketing solution where the company should be able to post a facebook photo through marketing campaigns, at least with ehp2,  I´m creating my own API Facebook class but I´m facing issues with the POST method and send the file as multipart to Facebook, I checked the standard classes available for EHP3 but I didn´t find anything to post images, do you also plan to integrate the photo posts from CRM !?

    (0) 
    1. Derry Dai

      Hi Mena,

      You are right, we currently don’t support outbound pictures, but we are planning to do this in near future(also for market campaingn scenario).

      BTY – Do you have concreate use case how you would like to handle social channel in

      campain? Do you mind to share your reqiurement with me privately? So that we can check if our current design can also meet your reqiurement.

      B.R

      Derry

      (0) 
      1. Isaac Mena

        Hi Derry, i would like to send you the use case I´m working with but I need to be your “friend” or you need to follow me in order to send you a private message.

        Thanks !!

        (0) 
  8. Hamid Abdul

    Hi Experts

    I am new to social medial features in SAP Web UI. We stopped to start implementing SAP JAM as a social media solution for our enterprise collaboration as SAP JAM is cloud application and the cloud data does get saved in CRM data base and it gets saved in Sap data centers, which is disclaimer with our client. 

    I just come through the current blog ‘twitter(also facebook) is official integrated into CRM 7.0 EHP3’ .

    If we use this features in CRM Web UI and share the data over facebook/twitter, is this shared data is going to save in facebook/twitter database right?

    Regards

    Hamid

    (0) 
    1. Derry Dai

      Hi Hamid,

      If you use our feature in CRM web client UI, all the data will be saved into CRM database as well as social channel database(facebook & twitter).

      In CRM, we also support framework to ensure the data privacy for different rule in different countries.

      Hope it helps!

      B.R

      Derry

      (0) 
  9. Paresh Khanna

    Hi Experts,

    Thank you for the useful blog!

    I have followed and configured necessary configs and enhancements as mentioned in the Notes. But when i try to execute the Get_Post method of the z social media class, i am getting a ‘401 Authorization Required’ error.

    I have installed the SSL certificate VeriSign Root Certificates G5 Class3 into strust and it is active.

    Can u please help me sight what the problem is that i am facing here and please help me find a relevant fix?

    Any help is appreciated. Thanks!

    Regards,

    Paresh

    (0) 

Leave a Reply