(ER) Oracle Social Cloud - Service Cloud Integration To Support Private Messages (PM) On Facebook (Doc ID 2168794.1)

Last updated on AUGUST 04, 2016

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

Problem Summary
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Oracle Social Cloud - Service Cloud integration to support Private Messages (PM) on Facebook

Problem Description
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It is currently not possible to send a response in a Oracle Service Cloud incident that was created from the SRM integration if it starts with a Facebook Private Message. Facebook doesn’t become available as response channel if the incident was initially created from SRM.

Unlike with Twitter where it's common to start with a public tweet and then move to Direct Messages if needed, it is very normal on Facebook to directly start a conversation with a Private Message. It is also possible to forward the PM from SRM to OSvC but the response channel selection does not allow to select 'Facebook' for these incidents.


Below is the scenario:

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1. Customer sends a Private Message via Facebook with feedback or a service request
2. The social team picks the PM up via SRM Engage and sends it to Service Cloud (RightNow)
3. Service agent picks up the incoming incident and replies back as a PM to the customer (Note: this is currently not possible because the response channel for Facebook is not available)
4. Customer responds back via Facebook and the OSvC incident is updated accordingly
5. Repeat steps 3. and 4. until issue / request is resolved

This should also be supported in case the conversation starts with a public Facebook message which is followed by PMs at a later stage of the interaction.


 

Solution

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