Enable Social Customer Service, install the SocialCustomerService package, sync your social accounts, and assign social handles.
Available in: Salesforce Classic
Social Customer Service is available in Enterprise, Performance, and Unlimited editions.
User Permissions Needed
To administer Social Customer Service:
To create case feed items:
Feed Tracking for All Related Objects on the Case object
If you have two or fewer social accounts to track, you can use the free starter pack. Otherwise, you must have sufficient Social Studio accounts.
Radian6, part of Marketing Cloud's Social Studio, provides social media monitoring. With the free starter pack, you don't need an explicit Radian6 login. Simply connect up to two social accounts and Salesforce handles the rest of the details. If you are a Social Studio customer, set up data sources in Social Studio that can be synced with Service Cloud.
Case Feed Tracking for All Related Objects must be enabled for case feed items to be created. See Set Up Cases for Salesforce Classic. For Leads, from Setup, enter Feed Tracking in the Quick Find box, then select Feed Tracking and ensure Enable Feed Tracking and All Related Objects are checked. When a lead is converted to an account or contact, the social items in the feed are removed.
From Setup, enter Social Media in the Quick Find box, then select Social Customer Service.
Enter med as a shortcut to bring up the Social Media section more quickly.
On the Settings tab, check Enable Social Customer Service.
If you want posts approved before they send, check Enable approvals for social posts.
As part of a job training or quality review process, you may require some agents to have their posts approved rather than allowing them to post freely. With approval processes and user permissions, selected agents can submit social posts for approval, recall the posts, and retry or resubmit them. Approvers can approve and reject posts for publication. See Enable Social Post Approvals.
If you want to map new posts to parent posts, which are the first posts that generated a case, select Enable retrieval of parent posts for added context.
Under Radian6 Credentials, either create a Social Studio account with the starter pack by clicking Create Account, or click Login and enter your Social Studio credentials.
With the Social Customer Service Starter Pack, you can enable Social Customer Service and up to two social accounts from any social network. For example, if you add one Twitter account, you can only add one Facebook account. You can’t downgrade from a Social Studio account to the starter pack. The starter pack doesn’t support the moderation feature (all posts become cases) and the default Apex code can’t be customized.
On the Social Accounts tab, click Add Account and select your social network, for example Twitter or Facebook.
The social network opens and asks you to authenticate the account. Once your account is authenticated, Salesforce returns you to the Social Accounts tab.
If you receive an error “We're sorry, but we currently do not support Facebook business accounts registration.” or “Your Facebook account can't be added due to unsupported features.”, you might need to set a user name on your Facebook page.
Click the refresh icon next to Add Account.
Deleting a Social Account deletes it everywhere, including in Social Studio. This action cannot be undone.
If you are using the Starter Pack, check the Case Creation box to indicate that you want cases created automatically when posts come from the social account.
For example, if you have two Twitter handles, one for support and one for marketing or brand-focused information, you can have cases created automatically only from the support handle. The tweets from the marketing handle go in a social post queue for review. See Manage Social Posts.
If you have a portfolio of managed social accounts, set the Default Responses From for each Twitter, Instagram (pilot), and Sina Weibo (pilot) account. This lets you standardize and raise awareness of your brand’s support by setting a dedicated support handle, for example @acmehelp or @acmesupport. Also, agents have fewer clicks when they send outbound posts because the chosen account appears as the default value in the account drop-down in the social publisher. The default response handle doesn’t apply for Twitter direct messages and doesn’t affect Facebook, Google Plus, or LinkedIn, as they are restricted to the page handle itself.
On the Inbound Settings tab, you can see which Apex class controls how the inbound content is processed in your organization and which user it’s set to run under. If you are using the default Apex class, you can select inbound business rules to determine how incoming social data is handled.
Enable Case Reopen
If a new post, from the same social persona, is associated to a closed case, the case is reopened within the designated number of days. The number must be greater than or equal to 1 and less than or equal to 3000.
Use Person Accounts
Assign a person account of the selected type for the social persona parent record.
Create Case for Post Tags
Override the social hub’s case creation rules and create a case when selected post tags are present on a social post. Post Tags are used to answer the question "What is the topic of this one post?". Post tags, set in Social Hub, help to provide further context to what the individual post is about.
Social Customer Service only shows 200 post tags. If you have more post tags in Social Studio, you can view them in that program.
The default Apex class creates a social post, social persona, case, contact, and supports common use cases. For information on modifying the default Apex class, see Modify the Default Apex Class.
If you are using the starter pack, the Apex class can’t be changed but you can change the user it is run under.
To assign social handles to a profile or permission set, still within Setup:
Enter Profiles in the Quick Find box, then select Profiles.
Enter Permission Sets in the Quick Find box, then select Permission Sets.
Click an existing profile or permission set or create a new one.
In the Apps section, click Assigned Social Accounts.
Assign the social accounts you need to make available to your users with this profile or permission set.
All users must have the profile or permission set you chose or created in step 8.
Save your changes.
Ensure that the profile or permission set has the correct field visibility.
For profiles, from Setup, enter Profiles in the Quick Find box, select Profiles, then select the profile you chose or created earlier. Next, in the Field Level Security section, select Social Post.
For permission sets, from Setup, enter Permission Sets in the Quick Find box, select Permission Sets, then select the permission set you chose or created earlier. Next, click Object Settings, and then select Social Post.
Click Edit. Under Field Permissions, ensure all fields available are set to Visible (not Read-Only) for profiles or Edit for permission sets. Click Save.
Optionally, set up Quick Text so agents can create ready-to-send responses to social networks. See Enable Quick Text.
Optionally, give social post read access to external community and portal users.
There are three requirements to make social posts available in communities and portals.
Ensure that the user has access to cases in the community.
Give users read permission to social posts on their profiles.
On your organization’s Social Post object, enable visibility to individual fields through the field level security settings.
Once these requirements are met, external users can see all social posts exposed to them. For example, if a case or lead feed is exposed externally, all social posts in the feed are visible. There is no way to limit visibility at the social post object level.
Turning on history tracking on for the Social Persona and Social Post objects is recommended for the first few months of using Social Customer Service. History tracking helps identify who made what changes when and for differentiating between automatic and manual changes.
You can synchronize up to 2,000 managed social accounts from Social Studio. However, the Social Customer Service Settings page in Setup only shows up to 500 managed social accounts. Agents can respond from all synced accounts from the social publisher on the case feed. If you are syncing more than 500 social accounts, allow at least a minute for the settings page to load.