Microsoft has completely removed social media posting and monitoring in Dynamics 365 platform. Social Engagement was an awesome product but for some reason they removed it. At this point, no social media capabilities are even PLANNED for Customer Insights. How can this be a Customer Insights/CX application when it does not support the most popular and used applications on the planet?

Customer Journeys must incorporate social media posting at the very least. When we launch a new campaign, why would we not want to send emails and also post to our social channels? Ask any marketing professional and they will tell you how important social media is.

Every competitor has these features. Salesfo*** is far ahead of Microsoft in this area. As a partner, we have lost many deals to the complete lack of social media capabilities in Dynamics. Even Oracle has social medial monitoring and posting features.

In a modern world where

• Nearly 5 billion people across the world use social media
• In 2022, the number of social media users increased by 4.2%
• Over 75% of the world’s population aged 13+ uses social media
• Over 93% of internet users are social media users
• 76% of North Americans use social media

We need tools in Dynamics to address these important channels, including:

• Social media monitoring for keywords and sentiment
• Ability to post the same message to multiple channels at the same time.
• Ability to reply and DM to social media messages.
• Ability to create leads, contacts, activities, cases, opportunities from social posts.

Why is social media not available nor planned for Microsoft Dynamics 365 Customer Insights?