Symptom
Comments in Facebook are integrated as a single Ticket in C4C(all comments are under the Social Interations facet).
Environment
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
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Select the Tickets view.
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Open Ticket ABC (ABC represents the Ticket ID).
- Navigate to Social Interations facet.
- All the comments from Facebook are list under the Social Interations facet.
Resolution
This is the standard behavior.
Whenever a new post comes to the C4C channel, a new Ticket will be created in the system.
Then all comments added to that post will be threaded to the same Ticket.
Keywords
Social Interations; Facebook; Comments; single ticket; social media channel; , KBA , LOD-CRM-SC-SM , Social Media , How To
Product
SAP Cloud for Customer core applications all versions