Emplifi Social Marketing Cloud
Emplifi Social Commerce Cloud
Emplifi Service Cloud
Emplifi Social Marketing Cloud
Analyze the performance of Reels in Emplifi Analytics
Reels is now an available media type across the Social Marketing Cloud platform. Understand what your audience really wants, jump on trends, and create short-form video content that both they and your stakeholders will love. Analysis of Reels fits seamlessly into the ways you already work and the features you already use daily across Emplifi Content Hub and Dashboard, including being able to do the following:
Access in-depth reporting on your video content, including saves, shares, and video views, among private insights.
Create holistic Instagram content strategies with paid and organic campaign reporting in one unified platform.
Track Likes, Comments, and Interactions across millions of videos across Public Profiles for competitive and comparative analysis.
Deep dive into the performance of short-form video content published across social networks with easy-to-build custom and automatic reporting.
Understand your brand reputation with AI-powered Audience Sentiment Analysis across 100+ languages and automatic content labeling.
As part of our Reels integration, we will be conducting a one-time refresh of all connected Instagram profiles to bring in two years of historical Reels data. Do note that it may take up to two weeks for all accounts to be updated.
Respond to Reels comments in Emplifi Community
Comments from Reels are now available in Emplifi Community, allowing you to respond to comments on videos directly from your centralized community inbox. Here, you can perform all the actions you're already familiar with:
Filter, view, and organize comments by post.
Like, comment, create a Salesforce case, leave an internal note, assign to a team member, archive/remove, or even analyze Reels content performance via the community reporting dashboards.
Integrate your custom messages for a cohesive response process across all your social platforms.
View past comments with 90 days worth of automatic data backfill of Instagram Reels comments.
LinkedIn private insights integration for pages
We’ve added access to profile-level data from LinkedIn to give you complete insights into your brand’s performance. These newly-integrated metrics are available across Content Hub and Dashboards, including cross-platform and channel-specific widgets. Page-level metrics include:
Post Clicks
Engagements
Impressions
Reach (unique impressions)
Reach Engagement Rate
Impressions Engagement Rate
Quickly view your Ads feed content from widgets in Emplifi Dashboard
We’ve made it even easier to get to your Paid Ads feed from Emplifi Dashboard, whenever you want to do a deeper analysis on a particular piece of content.
This release adds the ability to click directly from a chart. That includes looking at a spike analysis, allowing you to quickly get into a customized feed based on the exact point/bar in a chart.
Even more data is now available via the Emplifi Public API
Our API now supports both Post-level and Profile-level metrics from LinkedIn, as well as Ad-level data for paid campaigns. Additionally, Listening data is now available via our API, with deep data on individual posts, their attributes, and query level metrics.
The Emplifi API is mainly used to automatically retrieve social media metrics to be used or visualized in another tool or solution. Access to the API is available on request for Emplifi clients. Contact your Customer Success Manager for more information.
Emplifi Social Commerce Cloud
Time-saving tweaks to Live Advisor and ShopStream
Development updates in July enhanced security to make us even more GDPR-compliant. Plus, we added lots of ShopStream refinement at the front end.
Optimizations for Apps, including updated picture-in-picture icons, and sharing product confirmations and bug fixes
A new option for the customer video to be “On” for advisors, by default, to enable two-way video.
A QR code generator for both offline and online (via URL) use is now included in the portal.
Emplifi Service Cloud
New features for Emplifi Agent
We’ve added new functionality, as well as improved Agent’s Help Center with additional resources.
Configure ESP cards using Layout Editor: Administrators are now able to edit ESP layouts using the Layout Editor. You can now customize the following fields: address search, caller, product, issue-linked addresses, and power locator.
Release notes and video content added to Agent Help: There is a new “Release Notes” menu option in the Agent Help navigation, allowing users to review Release Notes, hotfixes, and updates to Agent. Some topics now also display instructional videos for basics, like adding items to a case or a general overview of Agent.
Technical enhancements: 1) We have enabled load balancer information to pass through Agent, 2) enhanced System Manager to enable HTTP/2 when Windows Authentication is enabled, and 3) enhanced security in Agent so that the user must have permission to run the SQLList call. Note: The calls to SQLList are being depreciated. If you have external services making calls to PCAS using SQLList, you should contact your account team/CSM for alternatives.
New chat and analytics features for Emplifi Bot
We’ve added improvements to the Agent Chat feature, including updates to Bot Analytics associated with Agent Chat.
We’ve enhanced real-time analytics on the Manage page of the Agent Chat interface. The Manage page will have more relevant information to help administrators make decisions about chat staffing, including information on chats abandoned by customers, chat requests made very recently, and the longest chat currently sitting in each queue. It's also now easier for managers to see the current state of agents for each skill.
We’ve improved performance on the Manage page of the Agent Chat interface. The queue and agent list are now on a separate tab from the conversation list to help improve performance whenever a large number of agents or conversations may be present.
We’ve added a new Exports dataset for per-agent analytics, as well as some new metrics for individual agents. This will allow administrators to more easily analyze individual agent performance using stats like "time spent per chat status", "chats opened/declined/ignored", "SLA adherence", and more.
