SAP Knowledge Base Article - Public

1922127 - Missing Facebook Posts And Comments


Facebook comments/posts are visible on the Facebook wall but not in the SAP Cloud for Customer (in Social Media Messages view, ticket, queue, agent workspace).


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Social Media Messages view.

Some Facebook comments and posts are visible on the Facebook wall but missing in the SAP Cloud for Customer.


The missing posts and comments may be due to the privacy settings of the customer on Facebook.

Facebook allows every user to define the security (visibility) of posts and comments that are published on Facebook. If end users decide to enable "extreme privacy settings", it is turn off the platform and therefore block access to all 3rd party apps and integration, their comments and posts cannot be imported into SAP Cloud for Customer.


Facebook blocks these comments and posts from being retrieved via the API which SAP Cloud for Customer uses to import Facebook wall content.

This is a privacy setting on how Facebook defines how partners can use their APIs.


name missing social media messages Facebook post comment , KBA , LOD-CRM-SC-SM , Social Media , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions