Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5