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Social Customer Service

Social Customer Service helps you to engage with customers in a whole new way on social media, directly from Salesforce Service Cloud and powered by Social Studio. This group is the official channel for discussion and questions about Social Customer Service using Salesforce and Social Studio (Radian6), and is monitored by Salesforce Product Management.
Vishwajeet Kumar (Slalom LLC)
25 giu 2024, 00:22
How Social Customer Service feature will work after retirement of Social Studio (Marketing Cloud)

Hey Guys,

We are trying to find solution for Social media site support on Salesforce. Social Customer Service looks like good fit. Does this feature works in collaboration with Social Studio (Marketing Cloud) ?  If yes, will this feature allow integration with any other 3rd party than Social Studio (Marketing Cloud) for support?

 

Social Studio (Marketing Cloud) Retirement - https://help.salesforce.com/s/articleView?id=000392005&type=1

 

Thanks in Advance,

Vish

2 risposte
  1. Vishwajeet Kumar (Slalom LLC)
    10 lug 2024, 15:09

    Hello Vinay,

    Thank you for response. 

     

    While we are in discussion with Salesforce AE, I'm trying to see what other tools are getting used for social media support in Salesforce community. (off-course, there is always an option to build custom integration using apex and Twitter/FB api's which is not a viable solution for us)

     

    Thank you for response.

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Olivia Meyer (Patron Development manager presso Flamenco Vivo Carlota Santana)
28 mar 2024, 16:29
Does anyone have experience with creating reserved ticketing events for members? We are having an issue with our member login fuction! It is sending us on an endless loop so they cannot reserve any tickets.
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Shadrack Limbua (Engineering Manager - VP presso Barclays)
24 feb 2023, 10:28
Campaign mapping on lead capture task

We are using the Lead capture for facebook and when are having issues mapping campaigns to the leads during creation of the lead capture task. Specifically, the campaign either doesnt save or we get an error about adding campaign members , please assist. Thanks.

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Floi Gueco (Customer Happiness presso AirAsia Berhad)
16 lug 2018, 05:39

Is it possible to exclude Retweets in the Engage part where stacks of the page you monitor are shown? It's so hard to monitor new and unique tweets because when 1 post is retweeted many times, it floods the feed. 

4 commenti
  1. Bruno Gonzaga
    31 gen 2023, 17:38

    Hi Floi, late to the party but to help others that might have the a similar doubt:

     

    -> To remove retweets from the engage screen you can create a filter to exclude keywords 'Retweeted by' or 'RT'

    -> To stop case creation under the rules/data sources, you can add the condition 'Retweet Status -> Is not a retweet' as below:

     

    Hi Floi, late to the party but to help others that might have the a similar doubt: -> To remove retweets from the engage screen you can create a filter to exclude keywords 'Retweeted by' or 'RT'-> To

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Charnjeet Singh (IT Analyst presso TCS)
31 gen 2023, 12:54
how to use emoji picker of salesforce chatter in custom
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Catherine Fontanilla (Senior Research Operations Program Manager presso Salesforce)
28 set 2022, 16:54

Help Shape the Future of Salesforce!

 

Hi all, I am a Salesforce employee and my team manages the Salesforce Research Program.

 

We are currently seeking customer service professionals (both Salesforce customers and non-customers) to influence and shape the future of our products. By joining this program, you will be eligible to participate in feedback surveys and interviews. When you participate in a study, you will receive a gift card as a token of appreciation for your valuable feedback and time.

 

If the idea of seeing your suggestions come to life sounds exciting to you, sign up for the Salesforce Research Program here! 

 

Thank you,

Catherine Fontanilla

Research Operations Program Manager

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Hoc Ngo ha fatto una domanda in #Social Studio
25 giu 2021, 06:42
help adding Instagram to Social Studio

Hello,

 

Im trying to add our Instagram to Social Studio. 

 

I've already added our FB page to Instagram as well as adding the Instagram to our FB page. 

 

I then tried to add Instagram as an account on Social Studio but I'm not able to add it. 

 

Is there any other documentation other than this one?

 

https://help.salesforce.com/articleView?id=sf.mc_ss_connect_new_instagram_account.htm&type=5

 

Thanks!

 

#Social Studio

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Anupam Kumar (SAL2 presso Sapient) ha fatto una domanda in #Marketing Cloud
4 feb 2022, 05:47
Salesforce CDP Destination Social Media

Hi Team,

 

I am currently exploring if CDP  can send segment into Social Media like Facebook and Twitter.

Means if we can use social media as destination in CDP. 

I have seen in Adobe DMP it can be done. So how we can achieve it Salesforce CDP.

 

Regards

@Social Customer Service@Social Studio

2 risposte
  1. Mateusz Dąbrowski (mateuszdabrowski.pl) Forum Ambassador
    11 feb 2022, 19:08

    Check out @* Data Cloud for Marketing (fka CDP) * or, if you are Partner, the dedicated Slack channel for CDP support.

     

    I haven't yet worked on CDP yet, but from what I know, you can either push it to Marketing Cloud to use with its social capabilities or export the segment to AWS and create any custom solution around that to feed social networks.

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Christopher Hackney (Chief Executive Officer presso Integr8) ha postato in * Marketing Cloud Engagement *
3 nov 2020, 14:58

Has anyone found a workaround with Social Studio + Instagram Direct Messenger? Our business generates more leads from the DMs on Instagram. We would like to trigger a contact or lead within our cloud from these inquires. Any comments would be helpful - Thx 

 

@Social Studio @Social Customer Service @Social Customer Service 

12 commenti
  1. Eduardo Fuenzalida (UW)
    7 feb 2022, 15:19

    @Kimberly Ernst This is so sad to hear. Since the beggining of the pandemic, Instragram has been the major social network. It is important that Salesforce consider global trends and customer's needs

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Michelle Young (Customer Service Manager presso Masterpet)
27 ott 2021, 19:33
How to run agent performance reports from Social Studio?

We recently  moved to using Social Studio to mange all Social Interactions.  Previously these were all coming through as cases to Service Cloud.  When they were coming to Service Cloud I could report based on cases closed.  Now only interaction that need to be replies to come through to Service Cloud.  The team still changes status and works on Social Studio.  Is there a performance report to show me what the team are doing while in Social Studio?

 

Thank You

 

#Best Practices

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