If you are not a heavy Service Cloud user such as myself (I specialise in sales cloud) then you may not be aware on how to utilise Salesforce to interact with your social media presence by providing social customer service through Salesforce. This is a fairly simple and straight forward feature to setup, and best of all its free of change! You are allowed to connect a total of two social media accounts for free, which can then be used to convert posts into cases automatically in salesforce.
In this blog I will be explaining that benefits can be achieved through setting up and your social media presence with your Salesforce org to automate case creation and management. In simple terms this means, your organization has a social media account (like Facebook, Twitter) and is interacting with customers on these channels, any post that they make on these channels can be created as a Case in Salesforce and your Customer Service Agents can respond to the cases from within Salesforce, which will get posted to these Social Media Channels.
1. Convert Social Posts to Cases - You have the option to allow social media posts on your social media to be converted into individual case records in your linked Salesforce Org. This is useful for case allocation to internal customer service representatives.
2. Ability to link multiple social media platforms – Although I will only demonstrate linking Facebook, there is also the option to link other social media platforms. Some of these include; Twitter, Google+, Instagram, YouTube.
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