Social media tickets are not assigned to customer automatically in C4C System

[rama_krishna64]

Dear SAP,

social media tickets are not assigned to the customer in C4C, tickets are creating in C4C.

Did i missed any Config step in C4C, please guide me

Regards,

Ramakrishna

[sandeephebbar · Accepted solution]

Hi Ramakrishna,

Ideally if tickets are created in C4C via social channel then either ticket should be added to an existing account or a new customer should be created.

Could you please confirm how these tickets are created? If Facebook admin is posting in fb and ticket is created in C4C then this is considered as a Broadcast message and no Account will be created. However, if tickets are created from a direct message then account should be created in c4c. Please check all the privacy settings in your Facebook account as well. If you still feel this is an issue, please report an incident to SAP

Regards,
Sandeep

[rama_krishna64 · Accepted solution]

Thanks for your explanation Sandeep

In my case would, if you do any post in social media(youtube, twitter, Instagram and Facebook) system should create a new ticket and assign to the customer(if customer email id existing in the system) if not the system will create an anonymous ticket.

Can you please guide me how am going to achieve it.

[rama_krishna64]

Thanks Sandeep,

As per your suggestions. I have created OSS message but not received any proper communication from SAP

Need one clarity here you said "Direct messages" What it means, all the social messages will come through broadcast messages only right

My requirement is all the tickets which will come from social media, will it assigned to customer automatically, it is possible now, or its manual assignment by any employee of org?

If its possible? how it would be can you pls share your thoughts or any documents pls share it ?

Regards,

Ramakrishna.G

[sandeephebbar]

Hi Ramakrishna,

As you can see these are broadcast messages so not linked to accounts

And accounts are validated based on social profiles not on email address

Currently no options to assign these social tickets to a default account. Either new account is created or linked to an existing account

Regards,

Sandeep