Create a social media log entry

Users with the customer service manager role can create a social media log entry for a case.

Before you begin

Role required: sn_customerservice_manager or admin

About this task

If necessary, a customer service manager or administrator can create an entry on the Social Logs related list. The entries on this list are typically populated by the social integration tool.

Procedure

1. Navigate to the desired Case form.

2. From the Social Logs related list, click New.

3. Fill in the fields on the Social Log form, as appropriate.

   Field	Definition
   Social Profile	The social profile for the customer contact or consumer.
   Agent	The agent participating in the conversation.
   Social URL	The URL for the social conversation. Clicking this URL opens the conversation in a new tab.
   Document	The related case number.
   Message	The details of the conversation.

4. Click Submit.