CSM Social Media
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06-15-2018 05:27 PM
Hello,
I was wondering if anyone can help me with CSM Social Media integration in ServiceNow
This is what I have done so far:
- I created a new dummy contact
- Created a Social Profile in the Contact related link, and added my twitter account URL as you can see in the screenshot.
3. Made a case choose 'Social' as the channel and added my social profile to it.
At this point, I'm not sure what else to do to can populate social logs when a customer tweets.
Any advice would be greatly appreciated.
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Customer Service Management

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06-16-2018 08:20 AM
Hi,
CSM offers a placeholder to capture social profiles for a contact or a consumer, this includes capturing social media channel, social ID etc. However, CSM doesn't offer out of box integration with any of the social platforms (Facebook, Twitter, G+ etc).
Generally, companies deploy purpose-built social media management platform to manage social media accounts, schedule posts, suggest content and boost posts. Some of the leading social media management players are - HootSuite, Buffer, Hubspot etc. Companies then integrate social media software with backend Enterprise Application (CRM / CSM / ERP) to cater different use cases around Sales, Marketing, Customer Service, Logistics etc.
Thanks,
Parag Mone