Learn about other changes that affect your Social Customer Service users.
- External Communities Users Can View Social Posts
- Administrators can now give social post read access to external community and portal users,
giving their customers a complete history of their cases directly in the community. There are
three requirements to make social posts available in communities and portals.
- Ensure the user has access to cases in the community.
- Give users read permission to social posts on their profiles.
- On your organization’s Social Post object, enable visibility to individual fields through the field level security settings.
- New Field on Social Persona Object
- There is a new field on newly created Social Personas to indicate which social network created the persona. This field is set on creation and is not updateable. Social personas created prior to Summer 15 do not have this field.
- New Functionalilty for Quoted Tweets.
- Quoted Tweets have two parts: the original source tweet and the added comments by the retweeter. Salesforce can match by keyword on both the original tweet and the retweet comments. However, currently only the retweeter's comments are visible in Social Customer Service. Therefore, it is possible for an agent to receive a quoted tweet to work on for no obvious reason, and the agent must view the post natively on the Twitter website to get the full context.
- Longer Twitter Direct Messages
- You can now send direct message of up to 10000 characters. That’s equivalent to a seven-page essay.