Loading
Prepare for Email to Become the Default Login ExperienceRead More

Salesforce for Twitter and Facebook AppExchange Package End of Support

Publish Date: Apr 12, 2025
Description

What changed?

Salesforce no longer provides support for the Salesforce for Twitter and Facebook AppExchange package after April 14, 2017.

What happened after the End of Support date?

The package will continue to function, but Salesforce no longer updates the package to support future changes in social networking APIs, such as those from Twitter and Facebook. You should evaluate alternative Salesforce products and migrate any necessary social conversations from the package to one of those options.

For historical reference, the package can remain installed in your org even if you choose to use one of the replacement solutions.

What action did I need to take?

Before April 14, 2017, you should have evaluated alternative Salesforce products and migrate any necessary social conversations from the Salesforce for Twitter and Facebook package to one of the following:

 

Solution

Description

Salesforce Social Customer Service Starter Pack (SCS Starter Pack)

An included feature within the Salesforce Service Cloud Professional Edition and above, the SCS Starter Pack delivers the same functionality as the full Social Customer Service functionality with the use of up to two social media accounts limited to either Facebook or Twitter. The SCS Starter Pack is an ideal fit for customers with a smaller social media footprint and just getting started with managing support through social media.

Salesforce Social Customer Service (SCS)

A feature of Salesforce Service Cloud, SCS enables customer service teams to create cases or leads out of social media posts and send personalized responses on the same social media channels from within Service Cloud. Powered by the social data automation capabilities of Salesforce Social Studio, it supports many social media sources and is an ideal fit for customers with larger social media footprints. See Service Cloud Pricing and Editions. Note: Social Customer Service requires a Social Studio license.

Salesforce Social Studio

A feature within Salesforce Marketing Cloud, Social Studio provides marketers with workspaces for team collaboration, tools for planning and publishing social media content, interacting with customers, and examining the results through analytics. Social Studio is intended for use by dedicated Social Media teams and is an ideal fit for social marketers. See Marketing Cloud Pricing and Editions.
 


For more details, engage your Salesforce account team.

Migration

Salesforce will provide a script to migrate social conversations from the Salesforce for Twitter and Facebook package to the Social standard objects (Social Post and Social Persona) in Service Cloud if you need to migrate existing social conversations.

(A link to the migration script guide can be found at the end of this article.)

What was the difference between legacy and replacement?

As the legacy Salesforce for Twitter and Facebook AppExchange package uses Apex to request new social data from public APIs, the package is only suited for low social volume and activity. In comparison, all the Salesforce alternatives recommended are powered by the social data automation capabilities of Salesforce Social Studio, which supports high social volumes.

Additional differences between the legacy and replacements are illustrated below:
 

Feature

SCS Starter Pack

SCS Full

Social Studio standalone

Salesforce for Twitter & Facebook AppExchange package

Social networks

Facebook & Twitter Only

Facebook, Twitter, Google+ & more

Facebook, Twitter, Google+ & more

Facebook & Twitter Only

Inbound posts / search

Facebook page, Twitter account

Facebook page, Twitter account, Twitter firehose search, and over 1M additional sources.

Facebook page, Twitter account, Twitter firehose search, and over 1M additional sources.

Facebook page, Twitter account, Twitter search

Salesforce record association

Case, lead, and persona (with person account or contact parent)

Case, lead, and persona (with person account or contact parent)

None alone; With SCS: Case, lead and person (with person account or contact parent)

Case or lead, person account or contact parent

Salesforce rate limits

Unlimited

Unlimited

Unlimited

Subject to rate & governor limits, Apex limits

High-fidelity Twitter search

Not supported; upgrade to Full SCS with Social Studio

Included up to data volume entitlement

Included up to data volume entitlement

Not supported

Ability to support high post volume

Supported

Supported

Supported

Supported provided that rate limits are not invoked.


Why have we retired this product or feature?

Salesforce is focusing its development efforts on its Social Customer Service offering to simplify and improve the way you can connect Salesforce with social channels and customer conversations.

Where can I get more information?

Join the discussion in the Social Customer Service Success Community group.

If you have more questions, open a case with support via Salesforce Help or contact your Salesforce account team. To view all current and past retirements, see Salesforce Product & Feature Retirements.

 

For more information about Salesforce’s approach to retiring products and features, read our Product & Feature Retirement Philosophy.


 

Knowledge Article Number

000382428

 
Loading
Salesforce Help | Article