Social Customer Service: Learn More About Your Customers with the Conversations Component

Social Customer Service offers even more customer information in the conversations component! Improvements like customer sentiment and social media status (to name a few) offer more customer visibility than ever before. Other updates include a collapsible sidebar, code-free business rules, automated social case routing, and Apex threading modifications..
Available in: Enterprise, Performance, Unlimited, and Developer Editions

Just look at all the great customer information (and functionality!) in the social conversations component.

Conversation component expanded view
  • See Your Customer’s Verified Status and Social Persona (1): Now you can see if you’re chatting with a verified user. Verified means that Facebook or Twitter has confirmed the brand, business, or public figure’s identity. The customer’s Social Persona, including followers, Twitter bio, and Influencer Score are also available. This change applies to Lightning Experience only.
  • Learn More About Your Customers with Author Labels (2): Author labels help you better understand your customer. For example, see if your customer is an Expert or a VIP. Customize author labels to suit your business needs. This change applies to Lightning Experience only.
  • Keep the Conversation Cool with Sentiment Temperatures (3): Is your customer feeling positive, negative, or neutral? Check the sentiment temperature before jumping into the next conversation. This change applies to Lightning Experience only.
  • Change the View with Expanded and Collapsed Cases (4): Want to get more details about a particular social media case? Open a social conversation to view recent posts at the top, with first post and parents posts at the bottom. Collapse the conversation to see more of your existing cases. This change applies to Lightning Experience only.