Case Creation Option with the Starter Pack

If you use the Starter Pack, you can now control which social accounts create cases on each inbound social post.

Not all posts require a case, for example, a complimentary tweet or post does not need agent assistance. The full Social Customer Service version allows administrators to control which posts create cases in the Social Studio (Radian6) Social Hub. Now, Starter Pack administrators can decide whether they want cases created automatically or not when posts come from a particular social account.

Social Accounts tab for the Starter Pack with case creation

For example, if you have two Twitter handles, one for support and one for marketing or brand-focused information, you can have cases created automatically only from the support handle. The tweets from the marketing handle go in a social post queue for review. See Managing Social Posts.