When an end user makes updates to their social profile fields natively, i.e. directly on the network rather than from Yext, the action is flagged as a Profile Alert in the Supervision Queue. Compliance admins will have the ability to approve, resolve, or suggest changes to the profile alert, even after they are pushed live to the end user's account/s.
To learn more about each option, click on the desired section and/or review the video.
Reviewing and Approving a Profile Alert
Suggesting Changes to a Profile Alert
Reviewing and Approving a Profile Alert
If no compliance threats are detected in the update, you can approve the alert, keeping the profile fields as-is on the network and marking it as reviewed. Compliance admins can continue with reviewing the next item in queue.
1. In the Administration view, in Supervision, select the Profile Alert from your list.
2. In the Details tab, review the classification, the workspace that triggered the profile alert, and the created/updated dates. The Workspace information is shown to the right. You can also view the History tab to see if any actions have been taken on the item in the past.
3. In the Profile Changes section, click Last approved profile to choose another profile submission to compare the changes with, if needed. You can also toggle Redline to highlight what has changed. If you select Show all fields, all current profile fields appear for the user, whether they are included in the alert or not.
4. If the alert poses no risk, click Acceptable at the top or bottom of the page.
Resolving a Profile Alert that Needs Attention
If the request does not align with compliance policy, compliance admins can speak with the end user in person, via email, or another communication channel and then mark the item as resolved. As a best practice, leave an internal note for the team to document the conversation. This is only visible to other compliance admins. If needed, add any attachments.
To resolve the alert, click Needs Attention at the bottom of the page.
- Selecting Close & Notify allows you to email or provide feedback to the user. This option is used to coach users and ask them to resolve issues with content that already exists on the social media platform but that you cannot take any direct action on.
- Selecting Close marks the item as Closed but does not prompt any further action.
- Selecting Delete & Notify allows you to remove the content from the social media network. This action is not available in every scenario and is dependent on whether the social media network API allows third party content deletion.
The end user will need to make the required updates to their profile fields in order to change their profile status to a Profile Approved state.
Suggesting Changes to a Profile Alert
If the compliance admin reviews the alert, sees that additional information is needed, and knows the specific text or imagery that the end user needs to include, such as a cover photo, disclosure or correct contact information, compliance admins can suggest changes back to the end-user. The end user will receive the suggestions, and if they accept it, their profile will update with the suggested text. In some cases, the end user may need to manually copy over the fields to their social profile fields.
1. In the Profile Changes section, click Add Suggestion next to the field you want to suggest changes for.
2. Write your suggestion and, optionally, include a note to the user.
3. When you are done making suggestions, click Needs Attention > Suggest Changes at the bottom of the page.
4. Review your suggestions, add another optional note to the user, and click Send Suggestion.
The user receives your suggested changes in an email, where they can update their post with the new suggestions.