Integrating and managing social networking information in an on-demand database system

A system for providing an online social experience for interacting with customers of an organization using social media, the system comprising:

• a server system comprising one or more processors, the server system configurable to cause:
• monitoring a social cloud, the monitoring of the social cloud comprising:
• performing a first search on one or more social channels of the social cloud, and
• obtaining, from the one or more social channels in response to the first search, an identification of a post related to the organization, the post representing a social monitor incident of a customer having an associated social media identifier;
• performing a second search on contact records stored in a database, the second search identifying the social media identifier;
• obtaining, from the contact records in response to the second search, an indication that no matching social media identifier is found in the contact records;
• creating, for the social monitor incident in response to the indication that no matching social media identifier is found in the contact records, a new contact record comprising the social media identifier;
• and
• associating the social monitor incident with the new contact record.

A non-transitory computer-readable medium storing computer program instructions capable of being executed by one or more processors, the instructions configurable to cause:

• monitoring a social cloud, the monitoring of the social cloud comprising:
• performing a first search on one or more social channels of the social cloud, and
• obtaining, from the one or more social channels in response to the first search, an identification of a post related to an organization, the post representing a social monitor incident of a customer having an associated social media identifier;
• performing a second search on contact records stored in a database, the second search identifying the social media identifier;
• obtaining, from the contact records in response to the second search, an indication that no matching social media identifier is found in the contact records;
• creating, for the social monitor incident in response to the indication that no matching social media identifier is found in the contact records, a new contact record comprising the social media identifier;
• and
• associating the social monitor incident with the new contact record.

A computer-implemented method comprising:

• monitoring a social cloud, the monitoring of the social cloud comprising:
• performing a first search on one or more social channels of the social cloud, and
• obtaining, from the one or more social channels in response to the first search, an identification of a post related to an organization, the post representing a social monitor incident of a customer having an associated social media identifier;
• performing a second search on contact records stored in a database, the second search identifying the social media identifier;
• obtaining, from the contact records in response to the second search, an indication that no matching social media identifier is found in the contact records;
• creating, for the social monitor incident in response to the indication that no matching social media identifier is found in the contact records, a new contact record comprising the social media identifier;
• and
• associating the social monitor incident with the new contact record.