Do More with Facebook Posts

Empower your agents with features that extend their ability to handle Facebook posts. Agents can see star ratings, reply to reviews, and respond privately to posts and comments. This change applies to both Lightning Experience and Salesforce Classic.

Agents can see star ratings that accompany reviews in their case feed.

A case feed with a star-rated Facebook post.

Agents can reply to reviews.

A case feed with a star-rated Facebook post with a Reply button underneath it..

Agents can respond privately to comments.

A private reply to a Facebook post in a case feed.

Note

Note

Agents can only respond privately once.