Symptom
When a Ticket is created from Twitter or Facebook, the customer email address is not being captured.
Environment
SAP Cloud for Customer
Reproducing the Issue
- Send a direct message to a Facebook or to a Twitter page.
- Go to the Service work center.
- Select the Tickets view.
- Open the Ticket ABC (ABC represents the Ticket created via Social Media Channel).
- Select the Customer from the created Ticket.
- Go to the Social Profiles facet, check that the email of the customer is not captured.
Cause
Due to data privacy, not all social media APIs return the email address from the user.
Because of this, the Cloud for Service product only stores the the user id, name, image url, Twitter handle and channel type.
Resolution
This is the standard behavior of the system.
If the feature/functionality is required urgently, please refer to KBA 3475641 - Functionality Currently not Available.
An alternative option may be to check the corresponding SAP Customer Influence Site to submit an idea:
Keywords
Integration; Email Missing; Email Empty; , KBA , LOD-CRM-SRP , Service Request Processing , How To