1. Click the Social Posts tab.
2. 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.
3. Click the social post name you’d like to manage or click NewSocial Post to create a post.If you selected a view, you can click Edit orDel (delete) as appropriate.Note On the Social Posttab, you can only create, edit, and delete posts in your Salesforce organization, not onthe social networks.
4. To manage posts without cases, select the posts you’d like to either create a case for or ignore and click Create Case andIgnore 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 are using the Social Customer Service Starter Pack, you can enable case moderation on the Social Accounts tab in Setup, see Enable Social Customer Service. To enable moderation through Social Studio see, Enable Moderation for Social Customer Service.
5. If you have Approvals enabled, Social Posts tab has aSocial posts pending approval list view that allows you to review multiple pending posts and approve or reject them as desired.Note Once approvals are enabled, the Approve Posts and Reject Posts buttonsremain on the Social Posts tab. However they don’t work for inbound andposts not needing approval.Tip If you approve a post from the Social posts pending approvallist view and a system interruption, session timeout, or other unexpectedissue 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 responsetimes on social networks, after approving posts from the list view, werecommend checking the posts' statuses to ensure that they were sentsuccessfully and don't need to be resent.