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How to do social accounts mapping ?


Level 1

Let us say we have a mapping of social media handles with other customer details in CRM.

So there is a customer(John) of company XYZ and is identified as having facebook handle as "johnabc" and twitter handle as "@johncba"

The customer goes to facebook and posts an adverse comment about XYZ. Adobe Social can get that post based on listening rules identified.

Question is, how will the customer support agent responding to this comment from Adobe Social know that John is in fact a customer of XYZ.

Now, John goes to twitter and posts a comment from his twitter handle. Again, Adobe Social will tell me that @johncba has posted a comment about XYZ.

Question is, how will it display consolidated interaction history of John across twitter and facebook  within Adobe Social?

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