Social Accounts, Contacts and Leads is another useful & productivity feature of Salesforce. As the name suggests, it is available for Account, Contact and Lead objects where you can link the records in these objects with their corresponding Twitter profiles.
What is the benefit of doing this? It will give you easy access to what is currently going on your in your customer’s mind so that you can structure your conversation accordingly and get their attention.
Enable Social Accounts and Contacts
Activating Social Accounts and Contacts and linking social profiles to Salesforce records is a cinch. Just log in to your Salesforce org as an admin -> Go to setup -> type “Social” in Quick Find Box -> Click “Social Account and Contacts Settings”.
Check “Enable Social Accounts, Contacts and Leads”. Once enabled you will see Social Network options below. Select the ones that you wish to activate. Note: Twitter works in both Lightning and Classic. YouTube works only in Classic. Then click “Save”.
Linking Twitter Profiles in Salesforce Lightning
We have a contact created already. We need to link this record to its Twitter profile. Click “Sign in with Twitter” under “News” tab.
Enter your Twitter credentials -> Check “Remember Me” to prevent logging in every time -> Click “Authorize App”. You will be asked to log in to Salesforce again. Note: If your org is using a custom domain then click on “Use Custom Domain” link to enter your domain then login to Salesforce. If you skip this then your Twitter account will not get associated with Salesforce.
Once logged back in Salesforce, you will land on the same Contact record page. Now you will see “Link Twitter Account” under “News” tab. Click that link.
You will see suggestions based on the Contact name. Identify the appropriate Twitter profile and click “Select”.
Twitter Profile is linked with the Contact record. Contact image is updated automatically with Twitter profile image. That’s so cool! Now when you click on the profile, you will directly go to that person’s Twitter handle. So convenient! Isn’t it?
You can place the Twitter widget anywhere else on your page layout. It does not have to be in the ‘News’ tab. Click on the Gear icon on top right -> Edit Page -> Search for Twitter under Components -> Drag and drop the component anywhere on the page
Linking Twitter Profiles in Salesforce Classic
Once on Contact record page, click the “Twitter Icon” below contact name. (Signing in to Twitter process is the same as per Lightning UI. )
You will see suggestions based on the Contact name. Identify the appropriate Twitter profile and click on the profile.
Twitter Profile is linked with the Contact record. Contact image is updated automatically with Twitter profile image like in Lightning UI. The difference is you can see the latest Tweets posted by this person in the same window. You are able to follow the Tweets from within Salesforce itself.
If you linked a different profile by mistake, then not to worry. You can change that by clicking “Gear icon” -> “Change Association” besides Twitter profile in Lightning. To do so in Classic, click on Twitter icon under contact name -> Click “Find Different Profile” at the bottom of window.
Moving on you can remove the profile association in Salesforce if no longer needed. This option is available only on Lightning. For that you need to click “Gear icon” -> “Remove Association” besides Twitter profile.
Linking of Twitter profiles works for Accounts as well as Leads. Linking process is the same as explained above. So now you can link Twitter profiles of the prospects and existing customers to get latest information about them.
References & Useful URLs
- Help Article – Set Up Social Accounts, Contacts, and Leads – https://help.salesforce.com/articleView?id=social_networks_enable.htm&type=5
- Help Article – Link Twitter Profiles to Accounts, Contacts, and Leads – https://help.salesforce.com/articleView?id=social_network_profiles_view_associate.htm&type=5
- Help Article – Hide Social Network Profiles on Accounts, Contacts, and Leads – https://help.salesforce.com/articleView?id=social_networks_configue.htm&type=5
- Help Article – Guidelines for Using Social Accounts, Contacts, and Leads – https://help.salesforce.com/articleView?id=social_networks_guidelines.htm&type=5