This topic comprises of the following sections:

Overview

In this evolving world it is important to emphasize and adopt a business intelligence-based approach to collect, analyze, and interpret social media data in real-time to pulse brand sentiments. Social media is one of the most critical platforms for organizations in the rapidly evolving media landscape. Organizations keep a track on consumer’s posts on social media on their band-value helps to improvise the standards and mitigate the gaps.

To gain a quick understanding of the Social Watch feature, browse the following video.

Why do we need Social Watch?

Social Watch is an integrated plugin developed by SummitAI to extend the capability of ITSM to Enterprise Social Media platforms. The Social Watch enables you to configure a set of configurations to retrieve the information, such as tweets from Twitter hashtags by applying additional filters to number of results to fetch, created time (UTC format) etc. 

An administrator defines the sentiment score threshold to the prevailing emotions of a consumer’s post, especially to determine an attitude as positive, negative, or neutral. Based on the defined sentiment scores, it is configured to create an incident to understand and analyze the sentiment and mitigate the issue.

Example:

If an admin configures a Social Watch to the hashtag Twitter (#Twitter) with the following parameter:

Threshold Value: < 1.0

Scheduled Job: Social Watch

When the scheduled job for Social Watch is triggered for the stipulated timeframe, the API URL retrieves all the tweets pertaining to the configured hashtag. If the consumer’s tweets fall less than (<) 1.0 threshold value, then an incident is created for the configured Domain, Tenant, Workgroup, and assigned to a caller.

How to get access for Twitter API with Bearer Token?

To access Twitter API with Bearer Token, you must have developer account to access and fetch the Twitter API. If you do not have a developer account, you can create an account from the links provided below: 

https://tweetfull.com/steps-to-create-a-developer-account-on-twitter

To generate the Bearer Token, you can access the following link:

https://developer.twitter.com/en/docs/twitter-api/getting-started/getting-access-to-the-twitter-api

Prerequisites

• User Persona: Admin
  
  
• Generate a Bearer Token and a Key from Twitter Developer Account to access Twitter API URL.
  
  
• Configure Google Sentiment Analysis API in Google Cloud platform to download Key.JSON file. The downloaded Key.JSON file must be configured in System Environment Variable.

Configure Social Watch

The Social Watch feature enables you to configure a Social Media Platform to find out sentiments of consumers for organization based on the social media posts. An incident is auto-created post triggering of schedule job and based on the configuration.

To configure a social media, perform the following steps:

1. Navigate to Admin > Social Watch > Configuration.
   The Social Watch List page appears.
   
   
   Figure: Social Watch List page
   
   
2. Click ADD NEW to create a new Social Watch configuration.
   The Social Watch page appears.
   
   
   Figure: Social Watch
   

3. Enter the required details as described in the following table.
   
   

   Field	Description
   Social Media Platform	Select the social media platform from the list. Currently, this feature is applicable only for Twitter platform. This is a mandatory field.
   Hashtag	Enter the name of the social media platforms. You could enter more than one platform with comma separated. This is a mandatory field.
   Hashtag API URL	Enter the Social Media Platform API URL generated from Developer Account. Click to access the Twitter API URL.
   Hashtag Bearer Token	Enter the social media platform bearer token generated from social media platform’s developer account. Note: In the Edit mode, hashtag Bearer Token appears with a hyperlink. Click hyperlink to view the details.
   LOG INCIDENT CONFIGURATION
   Log Incident If Sentiment Not Found	Select the checkbox to create an incident if the consumer’s post sentiment score is ‘Null’ due to language not supported by Google sentiment analysis API. This is a mandatory field.
   Sentiment Score Threshold Value	This field consists of two control parameters.  Logical operator (=, >, <). Threshold values (from 0.0 – 0.9).  Based on the configured parameters an incident is created.
   Domain	Select a Domain name from the list. This is a mandatory field.
   Tenant	Select the Tenant name from the list. Depending on the selected domain the associated Tenant list appears.
   Workgroup	Select the workgroup from the list. Depending on the selected domain and tenant the associated workgroup list appears.
   Caller	Select the Caller name. The incident is created and assigned to the selected caller name. This is a mandatory field.
   Active	Select the check box to keep the Social Watch status as active.

   
   

4. Click SUBMIT.
   A confirmation message appears, click OK to continue.
   
   
   Figure: Social Watch List

View Social Watch List

You can view the list of configured Social Watch in the SummitAI application.

To view the Social Watch list, perform the following steps:

1. Select Admin > Social Watch > Configuration.
   The Social Watch list page appears.
   
   
   Figure: Social Watch List page
   
   
2. The list of Social Watch list configured for the selected domain, tenant, and workgroup is displayed. For more information about fields on the Social Watch LIST page, see Field Description.
   
   Field Description
   

   The following table describes the fields on the Social Watch list page:
   
   

   Field	Description
   LIST
   Hashtag	Displays the configured hashtags. Click hyperlink to view details of the Social Watch record.
   Application Type	Displays the name of the social media platform.
   Domain	Displays the name of the domain.
   Tenant	Displays the name of the tenant.
   Workgroup	Displays the name of the workgroup.
   Caller	Displays the name of the caller to whom the created incident is assigned.
   Log Ticket If Sentiment Not Found	Displays configured values: True - If the checkbox is enabled. False - If the checkbox is not selected.
   Active	Displays the status set for the Social Watch.

   4. Select the Include Inactive check box to view the Social Watch records that are not active in the LIST page

View Incident Details

Viewing created incidents post triggering of the scheduled job ‘Social Watch’ for the configured hashtags or for the tweets which does not have sentiments. The newly created incident is in the new status and the Medium as Social Watch. 

For more information on Incident List page, see Viewing My Incident List.