Channel Security

When providing service through social media, it's essential to maintain the security and confidentiality of your organization’s social account logins.

For this reason, B2C Service lets you define channel accounts, which are shared credentials that allow designated agents to perform service functions through your social media accounts by securely storing the account logins and passing authentication parameters on behalf of your agents. If you are currently providing service through social media channels directly through the web, we strongly recommend considering the security benefits of managing those efforts within B2C Service instead.

B2C Service can store your customers’ social media user names in their contact records. By tracking this identifying information, B2C Service can associate incoming incidents with contacts based on their social media accounts. However, unlike channel accounts, channel types do not store passwords—they are used only to track the socialidentities of your customers across different services.

You may also want to consider SSL (secure sockets layer) encryption options for social media services. Then traffic between B2C Service and the social media site is encrypted. See Email Security.