FAQ C4C SOCIAL MEDIA
- Open the Business Configuration work center
- Select Implementation Project view.
- Click New to create a new project.
- Go to Review Questions step.
- Select All Elements in the drop-down list.
- Expand Service then Customer Care and open Service Request Management.
- Check the option Do you want to support direct messages for Facebook channels?.
- Click Next and then click Yes followed by Next. Finally click on Finish.
7.What is the recommended log level to be used during the channel setup?
On Channel Setup, it is advisable to set the Log Level as None (it is not recommended to use detail, as this can cause performance issues depending on the quantity of messages being handled). In case the logs are needed, the Log Level can be changed afterwards to analyze the case. Even with None set, the system will show you the error messages, but not further details.
8.What is the purpose of the field Completed ticket after?
The field is used to set the maximum time for the ticket being closed automatically after the last interaction with the customer.
9.What is the purpose of the field ticket type?
This fields defines what kind of ticket will be created from the channel.
10.What is the purpose of the Direct Messages field?
In order to solve the issue Social Media Provider id Missing please follow the steps below.
Choose a Channel Type: Select your channel source in field ‘Choose a Source’ (e.g. Public Twitter API)
- Connect with Channel: Connect with a Social Media Channel – you will need your Twitter account info for this authentication step.
- Setup Accounts: Get your Twitter account.
Now you will be able to set up the new channel without any error.
15. You are receiving a frequent error notification from import run of all the social media channels (Twitter/Facebook). The Channels are not blocked but pattern of runs are inconsistent for all the channels. What is happening?
The error message is triggered by Facebook/Twitter to indicate the API service is temporarily not available.The import runs will import all the messages/posts once the social media (Facebook/Twitter) API service is available.
The problem is related to the amount of data that the Import Run is trying to extract, which is in turn connected to the start date set in the Import Run.
Cloud for Customer (C4C) is designed to support engagement, and is therefore optimized to extract a limited number of messages per import run. We recommend you set the start date of the import run to max 2-3 days in the past.
Steps to solve the problem:
- Go to the Administrator work center
- Go to the Service and Social view.
- Select Social Media Channels.
- Select and open ABC (ABC represents the channel ID).
- Edit Run Import From date and change it to max 2-3 days in the past.
- Save your changes.
- Choose Create Run and execute it.
The Social Media and Email channel Id’s are either maintained incorrectly or not maintained in Employee Work Distribution.
Steps to solve the problem:
Maintain the relevant Channel id’s in Employee Work Distribution Rule.
1. Go to Organization Management work center
2. Navigate to Work Distribution view -> Employee Work Distribution sub view
3. Choose Processor for Service Requests – Social Media under Business Area: Service and Support
4. Click on Edit
5. Choose the relevant Rule
6. Go to Channel tab
7. Click on Add Item button
8. Select the relevant Channel which is used for creating the ticket
9. Click on Save
- Go to Analysis Work Center
- Go to Report View
You can either select the Social reports category in the drop down list in order to show up the Social reports, or you can search by the Report name, such as: Customer Count By Channel, Message Volume By Channel, Social Media Ticket Completion Rate.
23. I am not being able to see the Social Reports, what is happening?
If you have set the Business Role for report assignments in the Business Configuration, you might have not set the required Business Role to the end user in order to get access to the Social Reports.
Due to the missing configuration in Social Engagement scoping for the end user, the user is not able to visualize the reports.
Steps to solve the problem:
You need to assign the following Business Role to the user XYZ:
- Go to Application and User Management Work Center
- Go to Business Role
- For the end user, you need to assign the following Business Role:
- Business Role Name: Social Reporting Operator
Business Role ID: SOCIAL_REPORTING_OPE
- Business Role Name: Social Reporting Operator
This Role precisely define the user with access to reporting functions. The user will be able to execute reports and generate new ones based on existing data on the system
The reason of this message is because your access token is invalid.
To fix this issue please follow the steps below and re-authenticate the channel again.
- Go to Administrator Work Center.
- Go to the Service and social Settings view.
- Open Social Media Channels and search for the reference channel.
- Select the line of the channel ID and click in channel id.
- Click in Authenticate button.
The error will be solved.
That is all folks, hope this blog post help you with the most frequently asked questions regarding this very important topic from C4C.
Best Regards
Gabriel Brage
Thanks Gabriel for this wonderful blog.
i have a small query in this, whats the use of API here? Is it mandatory to use?
Thanks & Regards,
Ram Prasad
Hello Ram,
Thank you for your question.
The API is considered a key provided by the social media channel provider, which allow you to collect the information from within their system. It is basically an authorization to collect information from an external system.
Thanks and Regards
Gabriel Brage
Thanks Gabriel.
Hello Experts,
yesterday we got a new, unexpected issue for Twitter import job.
"Enter a different user ID as this one already exists."
we have 3 FB and 3 Twitter feeds working fine, and more then a few months, so this error appears only yesterday and only for one feed. Any ideas why this happens and how come it is possible that an identical users are coming from Twitter ? There is a validation on user id's, and should not be the case for C4C.
Thanks.
Deniss
Hello Deniss,
This usually happens when the import detects a duplicate information for Social Profile. Most of the cases the Individual Customer already has a record with social media profile information. You may find the existing social media profile in the Social Profiles tab in Individual Customer.
Best Regards
Gabriel Brage
Hello,
Thank you for the useful blog. Can we filter social media posts so that not all posts are created as a ticket in C4C ?
Haseeb.
Hello Haseeb,
My apologies for the delay in the response.
At the moment there is no way to select the posts that will create tickets and that will not. But you can stop ticket creating from all customers by deleting the channel. In this case I would suggest you to perform one of the following steps:
1- Post your request in the collaboration forum; there you can request the new features for the new releases of the system
https://influence.sap.com/SAPCloudforCustomer
2- If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center via e-mail to SAP Service Center: servicecenter@sap.com
Best Regards
Gabriel Brage
Hi Gabriel,
Nice Blog end to end ! appreciated.
Br,
Keshav
Hola Gabriel,
Me puedes ayudar con la siguiente duda:
Quiero entender que lógica usa C4C al momento de clasificar los mensajes entrantes de redes sociales ( Facebook y Twitter), como SAP C4C detecta cuando debe agrupa los mensajes en un mismo código ID y cuando genera un nuevo código ID de Tickets.
Saludos
Eve
Hola,
Me puedes indicar como puedo configurar la puntuación Klout en C4C.
Saludos.
Eve.
Hi Gabriel Brage
I have one question, when customers are created automatically via Facebook direct message functionality is there any way we can stop it ?
As our requirement is to prevent customer creation via Facebook.
Hello, Nimisha!
In setting C4C I'm not found this opportunities .
ind.customer create always and we cannot stop it process.
Hi Andrey,
Thankyou for the clarification...
We also think the same as we have tried many options to stop but unfortunately we didn't find any..
Hi Gabriel, how are you?
I have an error when I try to connect to my channel “Access token is invalid, check admin logon ID for channel” for the same I am unable to reply my tickets.
I already did the steps you mentioned but its not working
Thanks for your help.