SAP Knowledge Base Article - Public

3016162 - Social Media Not Capturing Customer Email

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

  1. Send a direct message to a Facebook or to a Twitter page.
  2. Go to the Service work center.
  3. Select the Tickets view.
  4. Open the Ticket ABC (ABC represents the Ticket created via Social Media Channel).
  5. Select the Customer from the created Ticket.
  6. 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

Product

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