Mention + ServiceNow Integrations

Mention

Mention is a social media monitoring top which helps people to find and track mentions about brands, products and competitors. Mention can monitor brand mentions on Facebook, Twitter, Google+, Instagram, YouTube and others. Moreover, it can track your competitors’ activities on the same platforms.

ServiceNow

ServiceNow is an IT infrastructure management software. It helps IT departments to manage IT services.

Integration of Mention and ServiceNow

Mention and ServiceNow are two separate software tops. But they are so compatible that they can be integrated and work together seamlessly. This integration can increase efficiency of both tops and improve IT departments’ productivity. The fplowing two sections explain how both tops can be integrated and what advantages this integration will provide for IT departments.

• Brand Monitoring

IT departments need to monitor brand mentions in order to know what people say about their company and its products. This knowledge allows them to react properly when something goes wrong or when there is an opportunity to improve the current situation. But this monitoring can be time-consuming because IT departments need to spend a lot of time searching the web manually. For example, IT departments can search the web using Yandex Search and Google Search to find brand mentions on social media platforms such as Facebook, Instagram, Twitter, Google+ etc. Moreover, they can use Google Alerts and Feedly to get notifications about brand mentions on these platforms.

However, as there are so many brands and products on the market, it can take a lot of time for IT departments to find all brand mentions manually. Therefore, integration of Mention and ServiceNow can help IT departments to find brand mentions quickly, save time and increase the productivity of IT departments significantly. Below we describe how it works.

First, IT departments need to create a list of brand names for which they want to get notifications about brand mentions. Then they need to create a list of keywords for each brand name that they want to get notifications about. In addition, they can add some filters if needed. It is a good idea to add filters after creating the list of keywords because adding some filters can greatly reduce the number of notifications that IT departments get from Mention. For example, if IT departments only want to get notifications about brand mentions in English language and with the word “defect” in their text then they should add these filters only after creating the list of keywords (not before. Then they need to go to Mention website and create social media profiles for their brands’ social media accounts. After that, they should connect these profiles to Mention account so that Mention monitors these profiles automatically. Finally, they need to go to Mention website and create a stream for each brand that they want to monitor. A stream is a kind of a list where users can see comments and posts about a certain event or subject. So in this case we mean that an IT department can create a stream for each brand name for which it wants to receive notifications about brand mentions on social media platforms such as Facebook, Instagram, Twitter, Google+, etc. Then it needs to go to ServiceNow website and create a new ticket for every stream created in Mention website. So if IT departments have created three streams for three brands then they need to create three tickets in ServiceNow website (one ticket per stream. for each brand name that they want to monitor. That’s it! Now you can get notified via email or phone call whenever someone makes a post or comment on your brand’s social media accounts mentioned above. These notifications will contain links directly to the posts or comments on the social media accounts mentioned before so that you don’t have to search the web manually anymore. And as mentioned above, you can add some filters in ServiceNow tickets in order to reduce the number of notifications that you get from Mention (for example, you can specify that you only want notifications about posts or comments made by your fplowers.

• Competitor Monitoring

IT departments need to monitor competitors’ activities in order to know how their competitors do business and how they compete against your company. This knowledge allows them to improve their current strategy, find opportunities for new products or services and avoid mistakes made by their competitors. But again this monitoring can be time-consuming because IT departments need to spend a lot of time searching the web manually if they want to find all competitor mentions manually like in the previous case (brand monitoring. For example, IT departments can search the web using Yandex Search and Google Search to find competitor mentions on social media platforms such as Facebook, Instagram, Twitter, Google+, etc. Moreover, they can use Google Alerts and Feedly to get notifications about competitor mentions on these platforms. However, as there are so many brands and products on the market, it can take a lot of time for IT departments to find all competitor mentions manually. Therefore, integration of Mention and ServiceNow can help IT departments to find competitor mentions quickly, save time and increase the productivity of IT departments significantly. Below we describe how it works. First, IT departments need to create a list of keywords for each competitor name which they want to track in ServiceNow ticket system (one keyword per competitor. Then they need to add these keywords in ServiceNow ticket system for each competitor name that they want to track (one keyword per ticket. In addition, they can add some filters if needed (for example, if you want to track only Social Media Posts then you need to add this filter in ServiceNow ticket system. Then they need to go to Mention website and create social media profiles for their competitors’ social media accounts (the same way as they created their own social media profiles. After that, they should connect these profiles with their own profiles so that Mention monitors these profiles automatically (in other words, monitor all social media accounts mentioned before. Finally, they need to go to Mention website and create a stream for each competitor brand name for which they want to receive notifications about competitor mentions on social media platforms such as Facebook, Instagram, Twitter, Google+, etc (again one stream per competitor brand name. Then it needs to go back again on Mention website and look at all streams where you have seen competitor mentions in your daily life and add another filter in each stream. specify the list of social media platforms for which you want Mention notification about competitor mentions only (Facebook/Instagram/Twitter/Google+ etc.. That’s it! Now you can get notified via email or phone call whenever someone makes a post or comment on one of your competitors’ social media accounts mentioned above (if you added filters correctly. These notifications will contain links directly to the posts or comments on the social media accounts mentioned before so that you don’t have to search the web manually anymore. And as mentioned above, you can add some filters in ServiceNow tickets in order to reduce the number of notifications that you get from Mention (for example, you can specify that you only want notifications about posts or comments made by your fplowers.

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