---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Social media communication channel

# Social media communication channel {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the social media communication channel to associate social profiles and social media conversations with cases.

## Overview {#social-media-integration__section_kg1_khy_z3c}

Agents can select Social as the communication channel on the Case form. Selecting the Social channel adds the Social Profile field, which lets agents associate a specific social media profile with the
case. Social media conversations related to a case are captured in the Social Logs related list.

Customer service managers can create social profiles for accounts, contacts, and consumers from the Social Profiles related list on each entity form. A social profile records a user's profile information
for a specific social media channel. Managers can create multiple profiles per entity. Agents have read-only access to these profiles.

## Supported forms {#social-media-integration__section_dxd_vhy_z3c}

The social media communication channel adds the following functionality to CSM forms:

* **Case:** The Channel field includes the Social option. Selecting it adds the Social Profile field and the Social Logs related list.
* **Account, Contact, and Consumer:** Each form includes the Social Profiles related list for creating and managing profiles.
{#social-media-integration__ul_qzt_why_z3c}

## Plugin

The Customer Service Social Integration plugin (com.sn_cs_social) is activated as part of
the Customer Service Management plugin.

## Tables

The Customer Service Social Media plugin adds the following tables. {#social-media-integration__table_byk_1mz_gx__entry__2}

| Table | Description |
|-|-|
| Social Channels (sn_app_cs_social_social_channel) | Stores available social media channels. |
| Social Profiles (sn_app_cs_social_social_profile) | Stores social profiles created for accounts, contacts, and consumers. |
| Social Logs (sn_app_cs_social_social_log) | Stores social media conversation details related to cases. |
[Table 1. Customer Service Management Social media plugins]

{#social-media-integration__table_byk_1mz_gx}