---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Social media integration

# Social media integration {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Support case resolution through social media communication channels.

When working with customers or consumers to create and resolve cases, agents can select
Social as the communication channel and add a social profile to the
Case form. Any communication with customers or consumers that takes place through social media
is recorded on the Case form in the Social Logs related list.

Customer service managers can create one or more social profiles for a user by recording a
user's social profile information on a specific social media channel such as Twitter or
Facebook. Managers can create social profiles for accounts, contacts, and consumers from the
Social Profiles related list on the entity form. Agents have
read-only access to these profiles.

## Integration with Customer Service Management

The social media communication channel is integrated with the following Customer Service Management forms: Case, Account, Contact, and Consumer.

On the Case form, the Channel field includes the
Social option. Selecting this option adds the Social Profile field to the Case form, in which you can select a specific social
media channel. The Social Logs related list captures the details of
social media conversations.

The Account, Contact, and Consumer forms include the Social Profiles
related list. Customer service managers can create one or more profiles for each of these
entities.

## Plugins

The Customer Service Social Integration plugin (com.sn_cs_social) is activated as part of
the Customer Service Management plugin.

## Tables

The Customer Service Social Media plugin adds the following tables. {#social-media-integration__table_byk_1mz_gx__entry__2}

| Table | Description |
|-|-|
| Social Channels (sn_app_cs_social_social_channel) | Stores the social channels, which are brought in by the social integration tool. |
| Social Profiles (sn_app_cs_social_social_profile) | Stores the social profiles created for each customer contact or consumer. |
| Social Logs (sn_app_cs_social_social_log) | Stores the details of social media conversations related to cases. |
| Customer Service integration with Social Media Store (sn_cs_social_host) | The Customer Service integration with Social Media app allows agents to select Social as the communication channel and add a social profile to the Case form. Any communication with customers or consumers that takes place through social media is recorded on the Case form in the Social Logs related list. |
[Tabela 1. Customer Service Management Social media plugins]

{#social-media-integration__table_byk_1mz_gx}