Salesforce Com, Inc.

Eric Moore

Yuseung Kim

Sutthipong Thavisomboon

Bryan Hart

Jaroslaw Kozieronek

Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Methods and systems for facilitating customer support using a social post case feed and publisher

Methods and systems are provided for responding to customer posts on a plurality of social media channels from a customer service portal of a Customer Relationship Management (CRM) system of an organization. A retrieval system can retrieve, based on one or more rules specified by a rules engine, data from a first customer post on a first social media channel. The first customer post is identified using one or more rules that finds customer posts that warrant a customer service response from the organization. Based on the data from the first customer post, a parser of the CRM system creates a first case that can be displayed at the customer service portal, which automatically pre-populates a first response to the first customer post in compliance with protocols associated with the first social media channel that allow the first response to be communicated via the first social media channel.

Methods and systems are provided for integrating social media channels into a customer service management (CRM) portal. The method includes receiving data for a consumer post, parsing the data into a social post object and a social persona object, creating a case from the objects, and displaying the case in the CRM portal.

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San Francisco, CA, United States of America

Eric Moore