Questions tagged [social-customer-service]

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4 views

filter livemessage based on language

Is it possible to assign Facebook livemessage based on language to different agents? an option that the customer can select or something? Also Einstein Chat Bot will be applied to the live message.
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9 views

Social Customer Service run Dark Posts?

In Social Studio, Unpublished posts, also called Dark Posts, are Facebook ads that show in the newsfeed but not on the timeline. You can use all the targeting options available to ads and other types ...
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1answer
13 views

Managed Social Account none to select

I am getting Post to create a Case in Service cloud, However when I try to reply to the Facebook Messenger Message I get drop down to select a social account and there is none to select.
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18 views

Reply button from Social Customer Service not appears in the Case

I have enabled Social Customer Service and installed starter pack and noticed that the buttons "reply" and "follow" does not appears. What can be the problem? In the image the example of trailhead.
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12 views

How average response time is being calculated in specific cases on social studio?

Social studio provides a standard report called "Average response time" which shows how much time I'm taking to respond to a message/comment or post on my social account from customers or users. ...
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9 views

How to customize average response time calculation login in salesforce social studio?

This is regarding the standard Response time report generated in salesforce social studio. As per the standard logic, response time is being calculated as the difference between message or post ...
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130 views

Social Customer Service’s full default Apex class code not able to be saved/created

After configuring Social Studio and Social Post. Getting this error below : Error: Compile Error: Variable does not exist: postLabels at line 472 column 17 When running the default code from the ...
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1answer
22 views

Social Customer Service - Compute time taken for agent to respond

Is there a trial version to try our Social Customer Service? I'm looking to find out if we can implement SLA for social posts responses from our agents. Basically trying to compute the "time taken ...