Social care agents are both problem solvers for your consumers and the voice of your brand on social networks like Facebook and Twitter. You can have guidelines so your agents write with a consistent tone and syntax that's in line with your organization's social media strategy. For example, you require social agents to sign their tweets in a standard manner, such as “~John.”
|Available in: Salesforce Classic|
|Social Customer Service is available in Enterprise, Performance, and Unlimited editions.|
|To administer Social Customer Service:|
|To create case feed items:||Feed Tracking for All Related Objects on the Case object|
Salesforce Admins can create approval processes and assign agents and approvers permissions accordingly.
From Setup, enter Social Media in the Quick Find box, then select Settings.
Select Enable approvals for social posts.
Build and activate approval processes for social posts using either the Jump Start Wizard or the Standard Setup Wizard.
The Jump Start Wizard is a streamlined way to create approval processes in Salesforce. However, the Let the submitter choose the approver manually
option is not supported in the Jump Start Wizard. Choosing that option results in an error later when an agent submits a post for approval.
From Setup, go to
Enable the new Require Social Post Approvals user permission.
Assign the Require Social Post Approvals user permission with a permission set to agents that need their posts reviewed before they are sent.
When assigning user permissions, remember these two points.
- Because approving a post automatically submits it for publishing, approvers must have the same access to social accounts as the agents whose work they're reviewing. Otherwise, the posts they approve result in an error.
- If your user permissions include Require Social Post Approvals, then the submit button on the social publisher always reads Submit for Approval rather than "Comment," "Tweet," or other words. This is true even if no active approval process applies to the user. In that situation, clicking Submit for Approval publishes the social post normally since there is no active approval process in effect.
For more information, see Create an Approval Process with the Standard Wizard, Prepare to Create an Approval Process, and Sample Approval Processes.
If your agents work with social post record detail pages, rather than in the case feed, we recommend removing the approvals related list from the page layout. The same page layout is shared between inbound and outbound social posts. Removing the approvals related list avoids confusion when viewing an inbound post that is an invalid candidate for an approval process. Approvers can still approve or reject posts through all other normal means such as email, Chatter, and list views.