1. Enter Social Media in the Quick Find box from Setup, then select Social Customer Service.
2. heck Enable Social Customer Service On the Settings tab.
3. Check Enable approvals for social posts if you want posts approved before they send, c.
4. 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.
5. Under Social Studio Credentials, either create a Social Studio account with the starter pack by clicking Activate Social Customer Service Starter Pack, or click Login to Social Studio and enter your Social Studio credentials. Note 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 you can’t customize the default Apex code.
6. On the Social Accounts tab, click Add Account and select a social network.The social network opens and asks you to authenticate the account.Once your account is authenticated, Salesforce returns you to the Social Accounts tab.Note If you receive the 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.
7. Click the refresh icon next to Add Account.Warning If you delete a Social Account, it is deleted everywhere, including Social Studio, and you can’t retrieve the deleted account.
8. 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, 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.Note If you are using the full Social Customer Service version, you can set up case moderation through Social Studio. See Enable Moderation for Social Customer Service.
9. If you have a portfolio of managed social accounts, set the Default Responses From for each Twitter,Instagram, and Sina Weibo 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.
10. On the Inbound Settings tab, you can see whichA pex 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 todetermine how incoming social data is handled.Enable Case ReopenIf a new post, from the same social persona, isassociated to a closed case, the case is reopenedwithin the designated number of days. The numbermust 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 Labels Override the social hub’s case creation rules and create a case when selected post labels are present on a social post. Post Labels are used to answer the question "What is the topic of this one post?". Post labels, set in Social Hub, help to provide furthercontext to what the individual post is about.Note Social Customer Service only shows 200 post labels. If you have more post labels 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 modify in the default Apex class, see Modify the Default Apex Class.Important If you are using the starter pack, you can’t change the Apex class; however,you can change the user it’s run under in Run Apex AsUser.To support attachments on socialposts, make sure the Run Apex AsUser has access to Files, Salesforce CRMContent, and ContentVersion in the API. To prevent agentsfrom accidentally posting attachments from customers, makesure agents aren’t the Run Apex AsUser. This prevents agents from seeingor selecting customers’ attachments in the Select Filebox. To make attachment download links public, theRun Apex As User must havethe Create Public Links permission. Without thispermission, the links can't be accessed from externalsocial networks.For connected app users only:When a new user is set as Run Apex AsUser, they must be added to the InboundAutomation permission set. Enter Social CustomerService in the Quick Findbox and add the user under InboundSettings.
11. To assign social handles to a profile or permission set, while in Setup:Enter Profiles in the Quick Find box, then select Profiles.Enter Permission Sets in the Quick Find box, then select Permission Sets.
12. Enter Profiles in the QuickFind box, then select Profiles.
13. Enter Permission Sets in theQuick Find box, then selectPermission Sets.
14. Click an existing profile or permission set or create a new one.
15. In the Apps section, click Assigned SocialAccounts.
16. Click Edit.
17. Assign the social accounts you need to make available to your userswith this profile or permission set.Important All users must have the profile or permissionset you chose or created in step 8.
18. Save your changes.
19. 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.
20. 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.
21. 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.
22. 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.
23. Optionally, set up quick text so agents can create ready-to-send responses to social networks. See Enable Quick Text.
24. Optionally, give social post read access to external community and portal users.There are 3 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.Note 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.
25. Ensure that the user has access to cases in the community.
26. Give users read permission to social posts on theirprofiles.
27. On your organization’s Social Post object, enable visibility to individual fields through the field level security settings.