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FAQ C4C SOCIAL MEDIA

gabriel_brage
Product and Topic Expert
Product and Topic Expert
‎2017 Jun 26 11:07 PM
4,947
Hello everyone 🙂


Hope you are enjoying using SAP Hybris C4C.The idea of this blog post is to cover the most frequently asked questions concerning the Social Media Channels. Feel free to consult this document whenever you need to.


1. Should I use the same APP ID for all my channels?


It is advisable to use the same APP ID for all channels you have for the specific integration you have. Facebook or Twitter, for instance. This avoids duplicated records. You can collect the APP ID and APP Secret within each social media developer website.


2. Is there any side effect of using same APP ID for all channels?


Yes, there is a limit of messages each Channel (APP ID) can handle. Having too many channels with the same APP ID might give issues with exceeded limit of messages. The limit is on social media channel (e.g Facebook) side. Not SAP's. Facebook per example can handle 600 messages every 6 minutes.


3. What are the Social Media Types present in C4C?


At the moment (1705 release). You can integrate C4C with Facebook,Twitter,Instagram(Sprinklr) and Youtube.


4.What access do the user need to setup the channel?



To set up the Channel, user needs to have developer access. To connect channel with C4C, the user needs admin access to the fan page. Twitter requires one user per page whereas Facebook allows the same user to manage many pages.


5.How can I use Direct messages with Facebook?


Direct messages must be scoped, following the below steps:



  1. Open the Business Configuration work center

  2. Select Implementation Project view.

  3. Click New to create a new project.

  4. Go to Review Questions step.

  5. Select All Elements in the drop-down list.

  6. Expand Service then Customer Care and open Service Request Management.

  7. Check the option Do you want to support direct messages for Facebook channels?.

  8. Click Next and then click Yes followed by Next. Finally click on Finish.


7.What is the recommended log level to be used during the channel setup?

On Channel Setup, it is advisable to set the Log Level as None (it is not recommended to use detail, as this can cause performance issues depending on the quantity of messages being handled). In case the logs are needed, the Log Level can be changed afterwards to analyze the case. Even with None set, the system will show you the error messages, but not further details.

8.What is the purpose of the field Completed ticket after?

The field is used to set the maximum time for the ticket being closed automatically after the last interaction with the customer.

9.What is the purpose of the field ticket type?

This fields defines what kind of ticket will be created from the channel.

10.What is the purpose of the Direct Messages field?

The field defines what will happen when you receive a DM for the configured channel. You can set the system to add it to a Completed Ticket, Open Ticket or not add it at all. If no tickets are there with the criteria, a new one will be created.





11.What does happens in case the admin of the Facebook page changes?


In case the Admin changes, the channel needs to be re-authenticate. Same ID and Secret should be used for the channel.

12.How to check the Facebook alerts?


To check the alerts on the Facebook page you go to: developers.facebook.com >my apps > open the app > alerts.


13.Can I reopen a closed ticket via social media post?


Closed Tickets will not be re-opened even from social media posts. A new ticket would be created, most likely




14. What should I do in case I receive the message Social Media Provider is missing?




In order to solve the issue Social Media Provider id Missing please follow the steps below.

Choose a Channel Type: Select your channel source in field 'Choose a Source' (e.g. Public Twitter API)

  1. Connect with Channel: Connect with a Social Media Channel - you will need your Twitter account info for this authentication step.

  2. Setup Accounts: Get your Twitter account.


Now you will be able to set up  the new channel without any error.

15. You are receiving a frequent error notification from import run of all the social media channels (Twitter/Facebook). The Channels are not blocked but pattern of runs are inconsistent for all the channels. What is happening?


The error message is triggered by Facebook/Twitter to indicate the API service is temporarily not available.The import runs will import all the messages/posts once the social media (Facebook/Twitter) API service is available.
16. How Can I delete a social media channel?


It is not possible to delete Social Media Channels as it may cause data inconsistency in the system backend in the future. You can Deactivate the Channel by unchecking the Active box.



17. The import Run created for Facebook stays in In Process status and does not get finished, what is happening?




The problem is related to the amount of data that the Import Run is trying to extract, which is in turn connected to the start date set in the Import Run.

Cloud for Customer (C4C) is designed to support engagement, and is therefore optimized to extract a limited number of messages per import run. We recommend you set the start date of the import run to max 2-3 days in the past.

Steps to solve the problem:




  1. Go to the Administrator work center

  2. Go to the Service and Social view.

  3. Select Social Media Channels.

  4. Select and open ABC (ABC represents the channel ID).

  5. Edit Run Import From date and change it to max 2-3 days in the past.

  6. Save your changes.

  7. Choose Create Run and execute it.




18. Employee Work Distribution Rule is not working when Tickets are created via Social Media Channel and Email





The Social Media and Email channel Id's are either maintained incorrectly or not maintained in Employee Work Distribution.

Steps to solve the problem:




Maintain the relevant Channel id's in Employee Work Distribution Rule.

1. Go to Organization Management work center
2. Navigate to Work Distribution view -> Employee Work Distribution sub view
3. Choose Processor for Service Requests - Social Media under Business Area: Service and Support
4. Click on Edit
5. Choose the relevant Rule
6. Go to Channel tab
7. Click on Add Item button
8. Select the relevant Channel which is used for creating the ticket

ticket_routingPNG.PNG
9. Click on Save




22. Are there Social reports?


Yes, you can find them following the steps below:



  1. Go to Analysis Work Center

  2. Go to Report View


You can either select the Social reports category in the drop down list in order to show up the Social reports, or you can search by the Report name, such as: Customer Count By Channel, Message Volume By Channel, Social Media Ticket Completion Rate.

23. I am not being able to see the Social Reports, what is happening?





If you have set the Business Role for report assignments in the Business Configuration, you might have not set the required Business Role to the end user in order to get access to the Social Reports.

Due to the missing configuration in Social Engagement scoping for the end user, the user is not able to visualize the reports.


Steps to solve the problem:




You need to assign the following Business Role to the user XYZ:

  1. Go to Application and User Management Work Center

  2. Go to Business Role

  3. For the end user, you need to assign the following Business Role:

    • Business Role Name: Social Reporting Operator
      Business Role ID: SOCIAL_REPORTING_OPE




This Role precisely define the user with access to reporting functions. The user will be able to execute reports and generate new ones based on existing data on the system




24. You are not able to  import replies  from an account because the following Error Message in displayed: Messages from Twitter skipped due to error: message#Invalid or expired token#code





The reason of this message is because your access token is invalid.




To fix this issue please follow the steps below and re-authenticate the channel again.

  1. Go to Administrator Work Center.

  2. Go to the Service and social Settings view.

  3. Open Social Media Channels and search for the reference channel.

  4. Select the line  of the channel ID and click in channel id.

  5. Click in Authenticate button.


The error will be solved.






That is all folks, hope this blog post help you with the most frequently asked questions regarding this very important topic from C4C.

Best Regards

Gabriel Brage





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