CSM Social Media

miladg
Tera Contributor

‎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:

 

  1. I created a new dummy contact
  2. Created a Social Profile in the Contact related link, and added my twitter account URL as you can see in the screenshot.

find_real_file.png

3. Made a case choose 'Social' as the channel and added my social profile to it.

find_real_file.png

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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parag-mone
ServiceNow Employee
ServiceNow Employee

‎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