Customize your Social Customer Service Apex class within the setup interface and without making time-consuming code modifications.
On the Social Customer Service Inbound Settings tab, administrators can select business rules for how inbound social data is handled.
- Enable Case Reopen
- If a new post, from the same social persona, is associated to a closed case, the case is reopened within the designated number of days. The number must be greater than or equal to 1 and less than or equal to 3000.
- Use Person Accounts
- Assign a person account of the selected type for the social persona parent record.
- Create Case for Post Tags
- Override the social hub’s case creation rules and create a case when selected post tags are present on a social post. Post Tags are used to answer the question "What is the topic of this one post?". Post tags, set in Social Studio (Radian6) Social Hub, help to provide further context to what the individual post is about.