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'Customer creation from incoming social media message


Every incoming social media message is creating a new individual customer with role 'Customer'

  1. Can we create Individual customers with role 'Prospect' instead of 'Customer'
  2. If not, then is there a way to stop customer creation from incoming social media messages ? (there are settings for using dummy accounts for incoming emails but none for incoming social media messages account creation)


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  • Best Answer
    Posted on Dec 11, 2017 at 10:07 AM

    Dear Haseeb,

    As per the help document: 35d3044577fe27/1708/en-US/18798176763d101496398e1704b9522b.html

    "if the system has been configured to support social media channels for customer interaction, then each time an individual posts a message for the first time on one of your social media channels which results in a new ticket, the system automatically creates a customer profile based on their user account for that channel."

    This is a new requirement and cannot be achieved without any enhancements to the existing process from standard development. Even in troducing a BAdI is a development effort to fit that into existing process as currently there is no such BAdI in place.
    Kindly post this in SAP Customer Influence Site -

    Hence, it is not possible to stop creating customers from facebook and also not possible to create accounts with different roles at this moment.

    Thanks & Regards


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