SocialCustomerServiceSettings

Represents Social Customer Service settings such as how to format inbound content from social posts to cases.

In the package manifest, all organization settings metadata types are accessed using the Settings name. See Settings for details.

This type extends Metadata and inherits its fields.

SocialCustomerServiceSettings components have the suffix settings and are stored in the settings folder. The .settings files are different from other named components because there’s only one settings file for each settings component.

Introduced in API version 41.0.

• Type: CaseSubjectOption (enumeration of type string)
• Required: Yes
• Description: Required. Specifies an option from which inbound social content is formatted to appear in case records’ Case Subject field.
• Possible values:
  • SocialPostSource
  • SocialPostContent
  • BuildCustom

• Type: boolean
• Required: No
• Introduced: API version 56.0
• Description: Indicates whether responses from all Facebook managed accounts are enabled. If this setting is disabled, responses to a Facebook post can only be sent from the account that the original customer post was directed to. The default value is true.

• Type: boolean
• Required: No

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether social approvals are enabled. To learn more, see Enable Social Post Approvals.The default value is false.

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether case assignment rules are enabled. Use case assignment rules to determine how cases are assigned to users or put into queues as they are created. The default value is false.

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether to enable the Social Customer Service feature. The default value is false.

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether to enable Social Persona history tracking. History tracking helps identify who made what changes when, and for differentiating between automatic and manual changes. The default value is false.

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether to enable Social Post history tracking. History tracking helps identify who made what changes when, and for differentiating between automatic and manual changes. The default value is false.

• Type: boolean
• Required: No
• Introduced: API version 47.0
• Description: Indicates whether to use the original social post that initiated the case as the parent record. The default value is false.

This is a sample of a SocialCustomerServiceSettings.settings file.

1<?xml version="1.0" encoding="UTF-8"?>
2<SocialCustomerServiceSettings xmlns="http://soap.sforce.com/2006/04/metadata">
3    <caseSubjectOption>SocialPostSource</caseSubjectOption>
4    <enableSocialApprovals>true</enableSocialApprovals>
5    <enableSocialCaseAssignmentRules>false</enableSocialCaseAssignmentRules>
6    <enableSocialCustomerService>true</enableSocialCustomerService>
7    <enableSocialPersonaHistoryTracking>false</enableSocialPersonaHistoryTracking>
8    <enableSocialPostHistoryTracking>false</enableSocialPostHistoryTracking>
9    <enableSocialReceiveParentPost>true</enableSocialReceiveParentPost>
10</SocialCustomerServiceSettings>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>SocialCustomerService</members>
5        <name>Settings</name>
6    </types>
7    <version>47.0</version>
8</Package>

The wildcard character * (asterisk) in the package.xml manifest file doesn’t apply to metadata types for feature settings. The wildcard applies only when retrieving all settings, not for an individual setting. For details, see Settings. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.