Support Your Customers on YouTube

Deliver service to your customers by turning their YouTube comments into cases in Salesforce. Connect your YouTube channel directly to Service Cloud, track cases, and respond directly to customers.

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.

Note

Note

YouTube isn’t available in the starter pack version. You must have a Social Studio account to sync your YouTube account.

YouTube in the Social Publisher

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.