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Answer from Ticket to Facebook

andrii22
Participant
0 Kudos

Hello,

Experts, can you send more info about How end-users must send answers from ticket to Facebook client.

Use tab Interactions or SocialInteractions in the FIORI?

Scenario: respond to comment on the public company page.

1) When I respond via Interactions tab, I can't answer write client\write branch. Manager's comment sends under common post, not under client's comment.

2) If used SocialInteractions tab - not all comments from clients can see in this tab.

I can't find any user guide

Thanks

Accepted Solutions (1)

Accepted Solutions (1)

sandeephebbar
Active Participant
0 Kudos

Hi Andrey,

You need to use Social interactions tab to communicate with customers for Facebook or any social channel integration.

And can you please explain which comments you are not able to see under Social interactions tab?

Regards,

Sandeep

andrii22
Participant
0 Kudos

Hello, Sandeep!

Thank you!

Scenario:

1st step: Client1 writes a comment under the post in the public company page. - Comment visible in C4C and we can write an answer from Social Inter. tab.

2nd step: Clien2 under comment Client1 writes a new comment. But recipient Not Client1. The recipient is we - company. In step 2 we can't answer from C4C. In Social Inter. tab near comment is not button "Reply". button "Reply" only on the comment from Clien1.

I created an incident in C4C with External Reference ID:620584/2019. In incident you can find a link to the video where I reproduced the scenario.

Maybe you know some "knowhow"
thanks a lot!

andrii22
Participant
0 Kudos

Hello, Sandeep!

SAP Support sent confirmation that this is a limitation of the system for today.
KBA 2848271 - Reply Button Not Visible for Facebook Comments

Answers (0)