The Social tab in Zoho CRM provides you a platform for social media management in your organization. The all new Social tab introduces you to a variety of UI component changes such as an organized navigation bar, the 4-category CRM view for the social interactions, a comprehensive view of the contact's details in your CRM account and many more. Let's get familiar with the changes.

Important note - The existing social UI will be replaced by New Social UI from October 7, 2014.

Various Permissions

For both Facebook and Twitter, a new set of permission have been introduced.

• Users who can create content - Users can create content by posting a status and tweeting in Twitter and also respond to other's posts and tweets. Creators have all the permissions which includes that of Responders and Listeners.
• Users who can respond - Users can only respond to the interactions - comment, like, retweet favorite and reply to conversations. Responders permissions includes that of Listeners.
• Users who can view - Users can only view the social interactions.

Easy Navigation Menu

The left side panel is an easy navigation menu within the Social Tab. You can navigate to the other modules, view social interactions from a specific Twitter or Facebook profile, check out the activity stream, and view saved searches in just a click.

CRM View

A new view is introduced in the Social tab, where all the social activities in Twitter and Facebook can be monitored in context to the customer's data in your Zoho CRM account.

The CRM view is divided into four categories.

• From Customers - Lists the social interactions related to the customers (potentials that are won and closed).
• From Potential Contacts - Lists the social interactions related to the potentials in pipeline.
• From Leads/Contacts - Lists the social interactions related to the Leads/Contacts.
• From Unknown - Lists the social interactions related to the records other than won potentials, potentials in pipeline, leads and contacts. This list includes activities that are created for the custom module's records too.

Comprehensive View of Contacts

A useful addition to this feature is a 360 degree view of the leads or contacts whose social interactions are listed in the CRM view. You can get a comprehensive view of all the details such as the business card details, mail conversations, associated activities and notes, potential summary, if any, etc.

First section is the social conversation summary.

Next is a 3-tab section that includes:

• Conversation - These include socia and email conversations. Any open cases are also listed.
• Info - All the details about the contact taht is stored in CRM such as, email address, phone number, website, etc.
• Timeline - The activities related to the contacts in timeline. For example, a note that was added, any information that was updated, tasks that were added, etc.

Saved Searches

The Saved Searches popup has an organized view of the various Twitter and Facebook searches. The administrator can add search keywords for the organization while setting up the Organization's account within Zoho CRM.

Organization's Posts

Another enhancement in the Social tab is the option to view the tweets, retweets and status messages that were posted from your organization's Facebook and Twitter account. If you have multiple Facebook pages or Twitter profiles associated, then by clicking on a particular account listed there you will be able to view just the social interactions you had in the selected social account. 

Add as Leads/Contacts

From the Social tab, adding a contact as a lead or contact in Zoho CRM is slightly different with the new UI. The Unknown section in the CRM View lists the social interactions from people who are not added in your Zoho CRM account. You can click on a particular social interaction to get the option to add the person as a lead or contacts in CRM.