Social posts not being created in Social Customer Service for certain Orgs using Starter Pack
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Social posts not being created in Social Customer Service for certain Orgs using Starter Pack

Marketing Cloud Social Studio

Last updated 2020-12-08 ·Reference 24852954 ·Reported By 0 users

In Review

Summary
A production incident during a Marketing Cloud Social infrastructure upgrade introduced a condition (for a period of 10 days) where social accounts added to Social Customer Service Starter Pack-enabled Salesforce Orgs would have been created in a misconfigured state. It is expected that this left certain customers with Social Customer Service Starter Pack-enabled Orgs that were not receiving the expected social posts from the affected Marketing Cloud Social integration.

Repro
- Enable the Social Customer Service Starter Pack in a Salesforce Org between the dates of November 21 - November 30, 2020
- Attempt to add a managed social account under the 'Social Accounts' tab in the Social Customer Service Settings
- An error message is received

Workaround
If you have enabled a Starter Pack in Social Customer Service between the dates listed and are not seeing social posts being created as expected in your Salesforce Org, please reach out to Social support for next steps and assistance.

Reported By (0)

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