Customer name not pulled from Facebook into SAP Cloud for Customer.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work centre.
- Select the Tickets view.
- Open a ticket that is coming from Facebook.
- In Interactions you see that the name appears as Facebook User.
You have switched of the platform, which is a Facebook feature.
When the platform is switched off, Facebook returns the messages of the affected user, but is not sending the user’s information.
2669861 - Customer Section is Missing in Tickets Created from Social Media
Help Portal document: Solution Guide for SAP Service Cloud - Add Facebook Social Media Channels
Facebook, integration, ticket, user, customer, name, missing, not shown , KBA , LOD-CRM-SC-SM , Social Media , How To
|FB How to turn on Platform feature.docx|