Create Social Channels for Service Requests

Before using the Social feature, you must first create the social channel in the service application. Here's how:

1. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Communication Channels

   The Service Channels page is displayed.

2. Click Create Channel.

3. In the Create Channel dialog box, do the following:

   1. From the Stripe Code drop-down list, select CRM.

   2. From the Channel Type drop-down list, select Social.

   3. From the Network drop-down list, select a supported social network.

   4. In the Account Name field, enter the social handle or fan page name of the selected social network. This must match the social resource name in the integrating Social Cloud application.

   5. Verify whether the generated Channel Code is unique.

      • Channel Code is automatically generated by the application. You can use this autogenerated code as is, and you must modify it only when it's not unique. To make it unique, you can add any set of characters.

      • Channel Code is used by the application to uniquely identify a channel when exporting and importing channels from one environment to another.

   6. Enter a Display Name to provide information about the channel, such as the name of the deploying company for which the channel is being configured.

   7. From the Business Unit drop-down list, search for and select a business unit (BU), when multiple business units are configured.

      The BU set in the scope is selected by default, but you can select a different BU. This field is visible only if the multiple business units feature is enabled.

   8. To deactivate the newly created channel, clear the Active option. It's active by default.

   9. Click Save.

4. Create a new channel for every social network that you want to use.

5. Save the social channels.