1. Implementing Service Center with the Classic User Experience
  2. Process Flow for Social Posts

Process Flow for Social Posts

Here's a sample process flow for social posts:

  1. Community managers in Social Cloud send social posts to the service application and create SRs for a social post.

  2. Support agents review and respond to social posts (both public and private).

    1. Service requests are created in the service application for social posts sent from Social Cloud.

    2. Once an SR is created, the Social Cloud post is updated with the SR reference number.

    3. Photos and videos added to social posts are displayed as attachments to service request messages.

    4. Users can drill down on the attachments to view the photos and videos.

      Note: To view attachments to private messages, users must sign in to Social Cloud.

  3. Any new reply or comment by the customer to an existing conversation is automatically added to the existing SR. These messages are added as SR messages.

  4. Once an SR is resolved, the Social Cloud post is updated to indicate that the corresponding SR is resolved. If an SR is reopened after it's resolved, Social Cloud is also updated with the status change.