Special characters/emojis used in post causing an error in social customer service.
Trailblazer Community

Known Issues · No Fix

Special characters/emojis used in post causing an error in social customer service.

Marketing Cloud Social Studio

Last updated 2021-12-17 ·Reference W-10286405 ·Reported By 0 users

No Fix

Summary
It has been observed that the function Social/InboundSocialPostHandlerImpl:createCase(..) leads to the error for the customer in their SCS Error logs. This occurs on normalizing the text for the custom indexed field (both standard or custom field) that has been usually found to contain emojis.

Repro
If any user replies to a post or an agent posts on the social media platform which includes special characters and emojis may result in an error.

> Login to the Service Cloud
> Setup
> "Social customer service" in the quick find box, click on it
> Click on Error logs tab

Workaround
No workaround as of now. It is advisable to use plain text

Reported By (0)

Is it Fixed?

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