Ticket Creation from Social Media for Individual Customer and Contacts

Dear Team,

Ticket creation from Social media is a feature in C4C. For individual customer the social media profile is the identification factor to create a ticket and an individual customer, when the message comes for the first time through the social media channel.

i wanted to understand the system behavior in below 2 scenarios.

1. When the individual customer is already in created in the system but it wasn't through the social media channel. Again when there is a new post from the same customer who is existing in the system but doesn't have a social profile, there is a new individual customer created. this leads to duplication of the master data. How to avoid this situation of duplication?

2. I can see the social profile section in the Contact master. But how can we link the social profile to this contact and ticket to this contact which in turn is connected to a Cutsomer/Account, so the ticket can be created with reference to the account and is identified as the customer in the ticket. There is no clear explanation for the above scenario. can you please let me know about both the above scenarios.

Thanks & Regards

K S Manjunath