Dear Fellow Trailblazers,
Could someone help me understand how the "All Updates" social feed component in a social case record collects social data?
See image attached
Specifically, is it:
- All social posts related to the case? OR
- All social posts and all of their "ReplyTo" posts? OR
- All social posts with the same social persona? OR
- Other types of filters?
There seemed to be no documentations in any of the Salesforce official help site that explains how the data is collected, although it's an out-of-the-box feature.
Greatly appreciated as this will help me resolve an incident relating to social support cases in service cloud.
Cheers
Dale
#Social Customer Service #Service Cloud #Social Studio #Salesforce #Salesforce Developer #Salesforce Admin
Hi,
Choosing only All Updates automatically shows all events on a case and hides the list of individual feed filters. Use this option if you want support agents to see the complete history of a case.
check details: https://help.salesforce.com/s/articleView?id=sf.case_interaction_feed_filters.htm&type=5
Additional Info:
Make sure your users have the 'Service Cloud' permission otherwise they won't be able to see custom feed filters but they will be able to see standard feed filters.
