Fields Mapped between Social Cloud and Fusion Service
Social posts sent by community managers are created as social SRs (SRs with channel type as Social).
This table describes the field mapping between Social Cloud and Fusion Service.
|
Fusion Service Field |
Value |
Source |
|---|---|---|
|
Channel Type |
Social |
All social posts |
|
Channel |
Name of the social network where the customer posted the message (for example, Facebook) |
Social Cloud |
|
SR Title |
First 400 characters of the social post content |
Social Cloud |
|
Problem Description |
First 1000 characters of the social post content |
Social Cloud |
|
Primary Contact |
If a contact point is found for the social post author, the primary contact is set in the SR |
Auto populated by Fusion Service |
|
SR Account |
The primary account associated with the primary contact of the SR (if exists) |
Auto populated by Fusion Service |
|
SR Creation Date |
|
Auto populated by Fusion Service |
|
Service Request Message |
Every message or post in the conversation with the customer is created as an SR message |
Social Cloud post content |