Field Notice: FN - 70274 - Deprecate Facebook for Social Media in SocialMiner - Software Upgrade Recommended

Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	25-Jul-18	Initial Release
1.1	30-Jun-20	Updated Terminology

Products Affected

Affected OS Type	Affected Software Product	Affected Release	Affected Release Number	Comments
NON-IOS	SocialMIner Software	10	10.0(1), 10.5(1)
NON-IOS	SocialMIner Software	11	11.5(1), 11.6(1), 11.0(1)

Defect Information

Defect ID	Headline
CSCvk22186	SocialMiner 11.6 - Authorizing New TW feed returns 403 Forbidden
CSCvi57839	SocialMiner: Unable to perform new Facebook Fan Page authorization with Error: Can't Load URL

Problem Description

Cisco will no longer support the monitoring of Facebook fan pages, Twitter, and RSS feeds from SocialMiner for all Customer Journey Solutions customers effective August 1, 2018. These features will also be removed in SocialMiner 11.6(2) and later. This is applicable ONLY to the social media feed integration to SocialMiner.

This announcement has no impact on SocialMiner’s continued support for email and chat functionalities on Contact Center Express (CCX) and task routing functionality on Contact Center Enterprise (CCE).

Background

In light of recent privacy issues, Facebook and Twitter have introduced new requirements for business applications that interface with these platforms. These new requirements impact the social monitoring capabilities of Cisco SocialMiner. In addition, there is a shift in customer care trends from social monitoring to social media messaging. Consequently, Cisco will no longer support the monitoring of Facebook fan pages, Twitter, and RSS feeds from SocialMiner for all Customer Journey Solutions customers effective August 1, 2018.

Note: Cisco expects Facebook to block SocialMiner monitoring of Facebook fan pages on or shortly after August 1, and expects Twitter will take similar action in the near future as well. Customers who currently use SocialMiner to monitor Facebook fan pages or Twitter feeds are encouraged to switch to alternate solutions prior to this date.

Separately, with changes in social media platforms, contact centers have begun to focus on messaging tools such as Facebook Messenger. In alignment with these trends, CCX will introduce support for Facebook Messenger in SocialMiner 11.6(2) (Q3 CY18), while CCE customers can leverage partner applications. Cisco also continues to invest in the development of additional messaging channels such as Apple Business Chat.

Problem Symptom

Facebook and Twitter URLs need to be manually ADDED to the allowed list. Finally, Facebook will shut down the SocialMiner Facebook application after August 1, 2018.

Workaround/Solution

There is no workaround or solution.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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