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    Andrew Wooster
    Social Monitor Account Channel and IncidentsAnswered
    Topic posted January 16, 2017 by Andrew WoosterSpecialist, last edited January 16, 2017 
    48 Views, 1 Comment
    Title:
    Social Monitor Account Channel and Incidents
    Content:

    We have several Social Monitor Account Channels setup for various companies, we distinguish these companies in the Service Cloud using the "Product" field.  We would like to be able to automatically assign a certain Product to an Incident when the Incident is opened depending on which Social Monitor Account Channel was used to find the post.  If Company X Facebook Account Channel was used to find a post, we would like to automatically assign the Incident that is created with Product X.  I am trying to do this in a C# workspace addin, first by checking if the Incident.Source is from Social Monitor, and then I would need to be able to link the Incident to the Social Monitor Account Channel somehow.  Any help would be greatly appreciated!

    -Andrew W-

    Version:
    February 2016

    Best Answer

    Andrew Wooster

    After looking at Workspace Rules, this can be done easily by using the condition of "Channel" equals and then setting the Product.

    Answer

     

    • Andrew Wooster

      After looking at Workspace Rules, this can be done easily by using the condition of "Channel" equals and then setting the Product.