A social post is a Salesforce object that represents a post on a social network such as Facebook or Twitter.
Available in: Lightning Experience and Salesforce Classic
Social personas and posts are available in: Enterprise, Performance, Unlimited, and Professional Editions.
User Permissions Needed
To install and deploy Social Studio for Salesforce:
The Social Customer Service setup pages, the moderation and authorization pages, and the Reply action in the case feed are only available in Salesforce Classic.
The Social Posts tab or object is a collection of information about a post from a person or company on a social network, such as Twitter or Facebook. The available information for a post varies depending on the social network. You can view and manage social posts.
For inbound posts, setting a Status picklist value on the social post detail page does not stay with the post, as this field is for outbound posts only.
Click the Social Posts tab.
Optionally, select a view.
The list defaults to those recently viewed. Select a View or create one to filter the list of posts. If your organization has moderation enabled, select Social posts without case to view and either create a case for or ignore posts. You can also create a view to fit your needs.
Click the social post name you’d like to manage or click New Social Post to create a post.
If you selected a view, you can click Edit or Del (delete) as appropriate.
On the Social Post tab, you can only create, edit, and delete posts in your Salesforce organization, not on the social networks.
To manage posts without cases, select the posts you’d like to either create a case for or ignore and click Create Case and Ignore as appropriate.
For example, an agent can ignore a Facebook post of “I love you guys!” as it does not warrant a case.
If you have Approvals enabled, Social Posts tab has a Social posts pending approval list view that allows you to review multiple pending posts and approve or reject them as desired.
Once approvals are enabled, the Approve Posts and Reject Posts buttons remain on the Social Posts tab. However they don’t work for inbound and posts not needing approval.
If you approve a post from the Social posts pending approval list view and a system interruption, session timeout, or other unexpected issue prevents the post from being published on the intended social network, an error message displays on the individual case only, not on the list view. To help honor any commitments, your company may have regarding response times on social networks, after approving posts from the list view, we recommend checking the posts' statuses to ensure that they were sent successfully and don't need to be resent.
On the social post detail page you can:
View, edit, and create the post’s content and information.
The information varies depending on the social network the persona is from.
Don’t forget to click Save to save changes or create a post.
If your organization has moderation enabled, you can create a case for a post or ignore it if it does not warrant a case.
Delete the post in your Salesforce organization.
Social posts are not deleted when their parent record, usually a case, is deleted. Similarly, if a social post is associated with an account, contact, or lead through the polymorphic Who field, deleting any of those related records does not affect the social post.
You can reply to a social post from the case or lead feeds only, not the Social Posts tab.