1. From Setup, enter Social Business Rules in the QuickFind box, then select Social Business Rules.If Social Customer Service isn’t enabled, click Turn On Social CustomerService and complete the steps in Enable Social Customer Service.
2. Under Case Subject, choose how inbound social content is formatted for cases’Case Subject.If you build your own format, select options from the dropdown lists, and click the Add or Remove icons () for your preferred order and combination. While you build your format, it automatically appears as theExample under Build Your Own Format.
3. Click Save.