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Community Integrationwith CRM Udit Batra (@ubatra)Platform Product ManagerDoug Nugent (@DougNuge)VP, Customer Success@getsatisfaction#GetSuccess

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@getsatisfaction 2 #GetSuccess @DougNuge @ubatra! Purpose– Illustrate how community content adds value to mission-critical CRMsystems + processes! Audience– Business and practitioners involved in customer-facing businessprocesses! Takeaways– What hidden business value can be surfaced through an integration– How are the values delivered (functionality)– How can I get it?Objective of this Session

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@getsatisfaction 3 #GetSuccess @DougNuge @ubatra! Why Bother?! Architecture! Golden Nuggets! How to get it! Q&AAgenda

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@getsatisfaction 4 #GetSuccess @DougNuge @ubatraData Value Propositions! Accessibility - Quickly and easily access and managesocial content! Analysis – Get business insight into discussions! Actionable – initiate action – establish new businessprocesses (i.e. product feedback), and/or expand onexisting (i.e. KB content development)Why Bother?! Get valuable community content into existing systems ofrecord

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@getsatisfaction 5 #GetSuccess @DougNuge @ubatraAPI based! REST API! Push API (AKA Webhooks – in limited beta)! New APIsArchitecture! Fundamentally designed for ANYCRM system

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@getsatisfaction 6 #GetSuccess @DougNuge @ubatraWhat does it mean?! A new dimension of the “customer relationship” – whatare they talking about?! You can manage day-to-day community engagementfrom within the existing platform! Turn conversations into action + “close the loop”Golden Nuggets! What do you actually get?

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@getsatisfaction 7 #GetSuccess @DougNuge @ubatraFeatures! All topics as a custom object! Topics are automatically associated to Contact records! Ability to create new Cases from Topics! Ability to create new Leads from Topics! Analytics/Reporting– Identify Advocates – individuals and companies– Surface issuesGolden Nuggets! What is the actual functionality

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@getsatisfaction 8 #GetSuccess @DougNuge @ubatra Contact & Account associa-on Create Lead Topic details

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@getsatisfaction 9 #GetSuccess @DougNuge @ubatraTopic details Replies Leads Cases Contact

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@getsatisfaction 10 #GetSuccess @DougNuge @ubatra

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@getsatisfaction 11 #GetSuccess @DougNuge @ubatraFeatures! Update “Status” – “Answered”,“Solved”…! Submit a reply! Manage a queue! Manage multiple communities from one system! Aggregate analytics for multiple communitiesGolden Nuggets! Manage the Community from your CRM system

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@getsatisfaction 12 #GetSuccess @DougNuge @ubatraUpdate Status Reply to topic

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@getsatisfaction 13 #GetSuccess @DougNuge @ubatraExpanding business insights & processes! Expand on categorizing content (value)! Trigger automated workflow (assignment, escalation…)! Create custom queues (for product…)! Expand on existing processes– Resolve privately with cases/tickets– Create leads– Generate KB contentGolden Nuggets! Categorization and Workflow

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@getsatisfaction 14 #GetSuccess @DougNuge @ubatraCustom field (Assigned To)

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@getsatisfaction 15 #GetSuccess @DougNuge @ubatra

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@getsatisfaction 16 #GetSuccess @DougNuge @ubatraSugar CRM – DRI Global

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@getsatisfaction 17 #GetSuccess @DougNuge @ubatraHow to Get It! Salesforce.com! Sugar CRM

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@getsatisfaction 18 #GetSuccess @DougNuge @ubatraQuestionsAnswers.Topic: How does community content add business value to mission cri;cal CRM systems? Link: h@p://bit.ly/crmintegra;on