Join customer conversations on social media without monitoring your accounts in separate tabs. Connect with Twitter, Facebook, Instagram, and YouTube to respond to posts and direct messages in Salesforce. You can also create cases from social posts, so your team can provide customer service everywhere your customers are.
You can connect your Twitter, Facebook, Instagram, and YouTube accounts to Salesforce. Salesforce Essentials comes with the Social Customer Service Starter Pack, which means that you can select any 2 engagement channels out of the box.
- See your company’s at-mentions, replies, and direct messages. You can reply, retweet, favorite, and follow from Salesforce, or click tweets to view and respond to them on Twitter. Use the guided setup flow to get cases created for you when your company account receives at-mentions and direct messages.
- See your Facebook timeline in Salesforce. You can reply to and like posts from Salesforce,
or click posts to view and respond to them on Facebook. Use the guided setup flow to get cases
created for you when customers post on your business page.
Note Make sure that you have a business page associated with your Facebook account. - See comments and replies on your company’s Instagram photos in Salesforce. You can send
replies in Salesforce. Note Make sure that your Instagram account is a business account, and that it’s linked to a Facebook account. It also needs to be linked to a business page on that Facebook account.
- YouTube
- See comments on your company’s videos in Salesforce. You can reply in Salesforce, or click comments to view and respond to them on YouTube.