A Step by Step Guide on Providing Social Customer Service through Salesforce
If you are not already aware, this may be a pleasant surprise for you. It is simple to configure, easy to use and useful to serve customers better on the channel of their choice. Your subscription to Salesforce allows you to connect to two Social Media accounts (e.g. Facebook, Twitter) for FREE and create cases from the posts. To explain it in simple words, if your organization has a social media account (like Facebook, Twitter) and is interacting with customers on these channels, any post that they make on these channels can be created as a Case in Salesforce and your Customer Service Agents can respond to the cases from within Salesforce, which will get posted to these Social Media Channels. And with this step by step DIY guide, all this is going to take is less than 30 minutes for you to set this up.
So let’s rock n roll …
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See how easy that was. If your organization already has social media account(s), why not setup a proof of concept and show it your management. And if you get a pat on the back, then you can treat me with a coffee whenever we meet next. Starbucks Espresso Double Shot. 🙂
Hi Ashish, It’s really amazing.
I am able to complete all the steps succesfully.
One quick question from you – I want to do the same with LinkedIn, How can I accomplosih. I mean do I need to buy any licence for that as you mentioned Social Media.
My requirement is to integrate with Facebook (Already done), Instagram, LinkedIn, Amazon.
Please assist.
Thank you in advance!
Thanks for the feedback Azhar. Glad you were able to complete the steps successfully.
For integrating Salesforce Instagram, LinkedIn, Amazon etc. please check out my blog post on https://www.asagarwal.com/how-to-integrate-salesforce-with-twitter-facebook-blog-100s-of-other-apps/ and see if this helps.
Thanks a lot, the information is clear and has been helpfully. Amazing post!!
I wonder if Do you know about the limitations per day trying to create cases using the starter pack?
I signed up for 30 day trial org but it does not have social customer service under Social Media in setup
You have to log a case to enable the Social Customer Service.