FB Integration Queries and Understnading: SAP

[former_member576423]

Hello Experts,

I have few queries on FB integration. Kindly assist.

1.If the customer posts a comment on the client's FB page. How the yM system will identify the customer details and how it links the interaction type to the customer?

2. What data from the post coming from FB page is used to identify the customer who posts on client FB page?

3. If the Customer is not identifiable then a anonymous customer will be created from the interaction?

[former_member222458]

Hi Mayank,

before I answer, I want to make clear that this question is about the inbound integration and is not related to the outbound integration.

Inbound Integration scope: Posts from fan pages

Outbound integration scope: Facebook Ad campaigns with targeting and look-a-like options

The inbound integration is limited to the actual post (the text that was posted) and very basic facebook user profile data.

Last time I checked facebook only allowed to pull in the first name, last name and profile picture.

Unfortunately this limited profile data set does not allow any identification of the user against existing customers/prospects/contacts.

As a result you will only be able to work with the post interaction assigned to an anonymous interaction contact.

Please notice that this restriction is not due to yMKT limitations, but the data usage policies and APIs of FB (that might change anytime).

If you anyways want to work with social profiles, you might want to look into social login options.

A social login allows you to collect actual social profile data including identifiers (e.g. email) to enrich your existing interaction contacts.

Our preferred social login provider is SAP Customer Data Cloud (former Gigya).

Please mark the question as answered, if this helps.

Best regards, Anton

[former_member576423]

Thanks anton.peters.

With the above explanation, there are couple of more doubts raised. To summarize, with the existing API integration, we cannot identify the users from FB. If we want to link interaction with actual customers in yM then we have to use social logins for the customers in yM?

Also can you please provide any SAP documentation for Gigya whereabouts and how it is beneficial.

Thanks,

[former_member222458]

Hi Mayank,

yes, you are right. Like mentioned, you should look into the data privacy rules of the social networks you want to integrate with. My comment above was not SAP Marketing Cloud specific.

When you do so, it is super important to distinguish between inbound and outbound communication, since those two are mixed up frequently and caused confusion at most of my customers.

Let me try to re-iterate in more detail around my response: Facebook does allow you to harvest data from your owned fan pages. The underlying API allows you to collect the actual post as well as first name, last name and the profile picture. It does not provide you the FB ID or any other form of identification. As a result the SAP Cloud Platform Integration iflow is also limited to the data provided by this API. This leads to certain limitations in the SAP Marketing Cloud, when it comes down to progressive profiling or profiling acquisition tactics. Anyways it allows you to do social monitoring and sentiment analysis via the sentiment engagement app.

If you would describe what you actually want to achieve from a business perspective (not your functional nor data requirements), I could try to point you into the right direction.

Maybe SAP Customer Data Cloud or the Facebook Custom Audience integration will already do the trick for you. Without further details it is hard to judge.

Best regards, Anton

[guipaulino]

Very helpful answers Anton. Thanks for sharing.