CSM - Creating cases via Social Media

[Community Alums]

Hello Everyone,

Can we create table record on ServiceNow via Tweets/hashtags from Twitter. I couldn't find any relevant documentation regarding this. I want to create a case whenever certain hashtags or keywords are used.

Also can social listening be achieved without using social media management tools such as 'Hootsuite' on ServiceNow platform itself.

[Community Alums]

Hi Nishant,

You can use Twitter spoke .

Here is the doc: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/integrationhub-store-spo...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi @Sandeep Dutta ,

Thanks for your reply. Isn't Twitter spoke used just to automatically tweet messages or media in your Twitter account from your ServiceNow instance. 

Can this also be also used to create ServiceNow records like cases via tweets and therefore is bidirectional.

[RobertHudson]

I would also like to know if it is possible. Social media is a job for me, so I would like to know if it is possible to filter my activity using this method. Recently I found out how to get Instagram followers very fast, and now I have plus ten thousand followers. It is a lot, and it is hard for me to understand their interests, so I need to find a method to find out what their interests are and post content based on it. If I do so, they will start sharing my content, and more people will find out about my Instagram account.

[EllisonMax]

As far as I know, it's possible to achieve social listening on the ServiceNow platform itself without using SMM tools such as Hootsuite. One way to do this is by using the ServiceNow "Listen" feature.