How do I manage social messages in Salesforce Service Cloud?

After the managed package is installed in Salesforce and your Automatic Rules are configured, your Customer Care agents can start managing social messages in Salesforce.

From the Case queue in Salesforce, a list of cases appear, along with their status, priority and the source of the case. By clicking image4.pngCustomer Care agents can see which social network the most messages are coming in from, so they know what to prioritize.

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Clicking on a case subject opens it and provides all case details, contact details, the cases for the parent contact and previous social conversations. 

Social Post Object example

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Social Persona Object example

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Contact Object example

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Agents can navigate to the Sprout Social tab to view replies, history and other message types a contact sent from a particular social network. Customer Care agents can then enter a reply and submit it for approval or send it right away.

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Click Open Details to view the Profile Panel.

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Once the reply is sent, the native network updates with the message reply, as does Sprout. So no matter where your teams are working, the Customer Care responses are visible across platforms. 

Customer Care agents can also create Cases to assign cases to other team members to address. When the Case or Contact details are updated in Salesforce, the changes automatically sync with Sprout.

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