How to use the Social5 App/Preview Tool?

How to use the Social5 App or Preview tool? 

Here is some information that should help you learn how to use the tool as well as be educated in helping customers use the tool as well. 

Here you'll find the link to access the preview tool, a few video links, some FAQ's and an attached quick start navigation guide to the preview portal. 

Link to access: social5.com/app 

Social5 App/Preview Tool Videos:

These videos are fine to share with the customer since you can find them in Social5 University as well. 

Social5 App Orientation: 

https://www.youtube.com/watch?v=PBThnxrQS3E

Duration: 4min 29sec

Social5 App/Preview tool (How to use your Social5 App): 

https://www.youtube.com/watch?v=AkFcX4OI-nk&feature=emb_title

Duration: 3mins 

FAQ's: Frequently Asked Questions

Q. Is the Social5 app and the preview tool the same thing? 

A. Yes they are one in the same! Over time the wording has changed, but both are applicable. 

Q. Who can access the Social5 app/preview tool?

A. Employees can access it and so can customers. Customers have to be built as a user and by default there is one user per account unless they request to have another preview account created. 

Q. How do you get an additional account created for the preview tool if the customer asks for an additional one? 

A. You would create a ticket in Freshdesk and you would reach out to Rich and ask him to create an additional preview account for account #123456, user first name and last name, and their email. When he is done he will send you their login and you'll notify the customer with that information. 

Q. How do you switch in between more than one account? 

A. Click on the gear settings button at the bottom and click in the account field and enter the account number/name. 

Q. How much content is available to be seen in the preview tool? 

A. That depends on the customer, but the default is 1 week's worth of content will appear in their tool each week. Though some accounts do have special circumstances and show 2 weeks or even 1 month if previously requested. To know for sure you can pull up their account in the backend system, go under the content tab, and next to "schedule horizon" it will say how many days of content that account is set to display in the preview tool. 

Q. What happens when you click on the circular arrow/refresh/shuffle button?

A. While it is called by several names the function is the same. When that button is clicked it will shuffle the post that was scheduled to go out and put another one in its' place. This is convenient if there is a post that didn't get reviewed in time to be edited and is going out that day, they can click this and substitute it with another from the library for that customer. 

Shuffling the post does not get rid of the post, it just puts it back in the library to be used another time for that account. 

Q. How do you know when the post is scheduled to go out and can you change it? 

A. In the preview tool there is a date and time on the upper right of each post. If you click on the date and time it will allow you to change the date, the time, or both. 

Q. I see in the upper left side posts can go to Facebook, LinkedIn, and the business hub, but not Instagram, why is that?

A. We can post to Instagram, but due to some of system limitations the preview tool doesn't talk directly to Instagram and we have to manually post in Hootsuite which is our bridge to Instagram. So if won't ever say Instagram in the upper left side of the preview tool, but still may post there if the customer is set up for that. Check in the backend system to see for sure.

Q. What if something needs to be edited in the post, how do you edit it?

A. If you are on the post that needs to be edited in the preview tool and you click on the comment bubble it will open a window where you can fill in the comments section with the needed changes and click submit. This creates a ticket in Freshdesk assigned to support and comes through with the name of the post needing the edit. Then the support team loops in the proper content person to help process the edit change.

Q. How do you add contacts to their contact list in the preview tool? 

A. You'll go to the bottom of the screen and click the little gear icon to access the account settings. Once you're in that section go to the top of the page and click on tools. Under tools you can either download a CSV file of all the contacts you have added so far, but you can also upload new contacts. When uploading new contacts it must be a CSV file containing columns labeled as shown in the directions displayed there (first name, last name, full name, email). A Social5 employee can access the backend system and under the contacts tab download a CSV list as well.

Q. Is it true that most accounts have content or posts going out on Monday, Wednesday, and Friday?

A. Yes that is generally (though not always) the case. We encourage customers that want to post their own posts as well to post on Tuesdays, Thursdays, or the weekend so there isn't an overlap and flooding of content going out. 

Q. Can the customer post something on their own through this tool?

A. Yes they can do that by clicking on the paper+ button in the upper right side, selecting the social channels they want it to go out to, and then adding their message in the open text box.

Q. Can I send the Quick Start Navigation Guide attachment to the customer? 

A. Definitely! Hopefully it helps them get comfortable with using it. You could also offer the video links. 

The below image is the same one in the attachment, but here you are able to preview the attachment for reference.

You may also be interested in these Knowledge base articles: 

How to access the Social5 app: http://support.social5.com/a/solutions/articles/9000159356

How to use the Business Hub: http://support.social5.com/a/solutions/articles/9000192655

Multi-user access in the Social5 App: http://support.social5.com/a/solutions/articles/9000150773

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