Facebook Permission after the Aug 2020 update: pages_manage_post not required to manage comments?

[janellebotha33]

Good Day Experts,

We have integrated our Service Cloud system to Facebook and we are able to pull in comments made to our Broadcast messages. However, we are not able to create, update or delete comments on our Broadcast post or User post from the Service Ticket's Social Interaction tab in Service Cloud. We need to log onto Facebook to reply.

We get an error message that indicates that we are missing the pages_manage_post permission. We applied for the pages_manage_post permission and we were rejected multiple times because the "use-case for the permission was not approvable based on the info we provided ". We chatted to a Facebook Live Agent and they said that we no longer needed the pages_manage_post permission to manage comments after the 30 August 2020 Facebook Update. The Facebook Agent logged an internal incident/call for their team to investigate why we are not able to manage the comments even though we have the required permissions. According to the Agent, it is a Facebook issue that they will look into.

We have the following permissions approved:

• pages_manage_engagement
• pages_read_engagement
• pages_read_user_content
• pages_manage_ads
• pages_manage_metadata
• pages_show_list

Questions:

1. Does anyone have a solution to get the manage comments functionality in Service Cloud?
2. Are there any SAP Service Cloud user that applied for the pages_manage_post permission and were successful?
3. Can someone please confirm that we no longer need this permission to manage comments on a post?

service-cloud-error.png

[nish_murthy]

Hello Janelle,

Please refer the blog: https://blogs.sap.com/2020/08/26/facebook-page-and-sap-cloud-for-service-integration-facebook-permis...

Kind Regards,

Nishanth

[janellebotha33]

Thank you for sharing the blog, but I do not think this is a missing permission issue. The only permission we do not have is pages_manage_post and according to the blog and the Facebook Agent, we do not need it for this functionality.

We had the following permission before the Facebook update and these permissions are still active:

• pages_manage_engagement
• pages_manage_ads
• pages_manage_metadata
• pages_read_engagement
• pages_show_list
• pages_read_user_content