Where are the details of social media conversations stored when the channel on a case form is set to Social?

• A. Social Channels
• B. Social Profiles
• C. Social Logs
• D. Work notes

Answer: (C)

When a case uses the social channel, the actual messages from the social networks are saved in Social Logs. This is where the system records each message, who posted it, and when, all linked to the case so you have a complete conversation history you can review and respond to. Social Logs serve as the canonical record of the external social interaction.

Social Channels defines which social platform or integration is used, Social Profiles stores the specific accounts or personas, and Work notes are internal notes for agents. Those pieces don’t hold the external conversation content itself, which is why the social details belong in Social Logs.