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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:
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.
I have Enabled approvals for social posts for twitter case so after that implemented this feature that twitter button label has been changed from Tweet to Submit for Approval
So I want to know that How do we can rename that button label ?
Forum Ambassador
Hello,
It sounds like you may have Social Post Approval enabled more details here
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_approvals.htm&type=5
Thanks Tom
How to enable Social Customer Service in partner environment
editions：partner Developer
Hi,
May I suggest visiting the Partner Community that focuses primarily on Partner Communities https://partners.salesforce.com/ You will get an answer much quicker if you post there.
Regards,
Dear fellow trailblazers,
I have an issue that puzzles me quite a lot these days!
I have this query as follows:
Select Id, Name, Persona.Name, ParentId, ReplyTo.ParentId, Parent.Name, ReplyTo.Parent.ContactId From SocialPost Where Name like 'Inbox Message from: Dale Test to%'
But I keep getting this error?
INVALID_FIELD:
ReplyTo.ParentId, Parent.Name, ReplyTo.Parent.ContactId From SocialPost
^
ERROR at Row:1:Column:73
No such column 'ContactId' on entity 'Name'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.
In this case:
1. ReplyTo is a lookup to the records hierarchical parent (i.e. SocialPost)
2. Parent is of type Lookup(Question,Reply,Case) but in this case I want to reference the related Case
And as you can see I was just trying to grab the Contact Id of that Case record of the ReplyTo social post. Since they're all standard objects, so no need for '__r' suffix
I remember we can go up 5 levels in this type of queries but not sure why it fails. Although Salesforce Inspector can see all the fields in its suggestions.
Would be very appreciated if anyone can shed some light!
Thank you for your time on my question!
Cheers
Dale
#Social Studio #SocialStudioTips #Social Customer Service #Service Cloud #SOQL Queries
Hey @Karan Kehar,
I'll have to get back to this to try the suggested method. Little busy these days.
I appreciated all the answers. :)
Cheers
Dale
Hello All @Social Customer Service,
I am trying to enable social Customer Service in my sandbox to test creating cases from twitter. So far I have done everything as mentioned in the pdf guide:
1. Activated Social Customer Service Starter Pack
2. Connected Twitter account. Set o create case
3. Granted Run as user with the right permission set
4. Checked login history of user and there is success logging into SCS application
However I am not getting any cases created for any @mentions on twitter. What am I missing?
Thanks.
Hi Sippu,
Under the social customer service, there is a tab named 'error log' can you please check if there is any error logged.
Thanks
Hi all. I am currently investigating the social media features with Service Cloud - Social Customer Service. I am looking for the following information:
Kind regards,
Steven Reynaert
Hi Steven,
1st Different is obivious that with starter pack we can have only 2 social media account.
But if we go for social studio license then we can add upto 50 social handles over there, also we can control the post / case flow to service cloud from social studio.
Like we can create rules based case creation rule or by the help of macro we can manually select the post and run the macro on that post only, if we want that post /case to be flown in service cloud.
Thanks
Devendra
Hi ,
I am facing an issue with SCS - where Social Replies is are creating new cases instead of relating the reply back to the initial Case?
Is is possible to do this via Rule ?
The same for when a case is closed, is the case reopen or a new case created?
We are using Social Studio, Social Studio Automate & we have Social Customer Service Enabled.
I have looked everywhere but one of the documentations seem to work, and the rule criteria I have set up - does not seem to work.
Thanx*
Hi Katryn,
We also had the similar scenario, what i can suggest is create a flow on social post, and handle reopening of case and other such scenario(which required updatation on the same case) through that flow.
Thanks
Devendra
Hello,
I have tried to setup Twitter to our org and all the Tweets from One Person, are being associated to One case? Can anyone help me why is this happening?
I have unchecked "Enable retrieval of parent posts for added context". #Service Cloud #Social Studio #Social Customer Service
Using the Default Apex a user would only be able to have one open Case at a time, you'd need to add your own conditions to determine when and how a second Case would be open so that the correct Social Posts are associated with the appropriate Case.
Happy Monday!
I'm wondering if anyone has experience enabling and configuring Social Customer Service that may have tips for implementation. My customer has multiple social accounts in each channel (Facebook, YouTube, Instagram and Twitter) and I'm looking for advice on how best to configure and test without affecting current Social Studio moderators/users and ensure none of our test data impacts any live social accounts.
Is it best practice to create dummy social accounts for configuration/testing purposes? Should we enable social customer service in a Dev or partial/full sandbox? Do we connect to a production social studio instance or need to setup a sandbox for that as well? I'm not very well versed in Social Studio, hence the search for advice. Any gotchas or experiences would be welcome.
Thanks in advance! Jessica