1. Implementing Service Center with the Classic User Experience
  2. Import the Integration Package for the Social Channel

Import the Integration Package for the Social Channel

After setting up Fusion Service and creating the integration user with the required privileges, you then set up the Integration Cloud integration package.

Before you start setting up Integration Cloud, go to the Oracle Marketplace (https://cloudmarketplace.oracle.com/marketplace/en_US/homePage) and search and download the Fusion Service to Social Cloud integration package. For more information about Oracle Marketplace, see the Related Topics link for Oracle Cloud Marketplace documentation.

The Integration Cloud integration package supports the following:

  • Inbound

    • Create an SR in Fusion Service for a social post.

    • Add a social post comment as a message to an SR.

  • Outbound

    • Respond to a customer on the social network that they posted on.