Support Your Customers on YouTube
Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, and Unlimited Editions.
How: Add your YouTube accounts the same way that you add Instagram accounts. Assign agents the user permission you use to give your agents access to your social accounts. When one of your YouTube videos gets a comment, your agents can reply directly in Salesforce. The video and all relevant comments are visible in the social conversations component.
For more control over YouTube communications, you can hide replies from YouTube and only reply to your customer.
When customers edit or delete their comments, Salesforce updates the social post accordingly.