You find all comments in Facebook are integrated as a single Ticket in C4C(all comments are under the Social Interations Facet).
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
Select the Tickets view.
Open Ticket ABC (ABC represents the Ticket ID).
- Navigate to Social Interations Facet.
- All the comments from Facebook are list under the Social Interations Facet.
This is the standard behavior.
Whenever a new post comes to the C4C channel, a new Ticket will get created in the system.
Then all the comments that added on that post are threaded to the same Ticket.
Social Interations;Facebook;Comments;single ticket;social media channel; , KBA , LOD-CRM-SC-SM , Social Media , How To