A company wants to reduce their average first response time on Twitter. They have a team of agents who handle both social cases and email cases. They want to ensure that social cases are prioritized. What is the most effective way to achieve this?

Create a case escalation rule that escalates social cases after 1 hour

Use social listening to identify tweets and respond manually

Increase the number of agents in the general queue

Create a case assignment rule that assigns social cases to a dedicated social media queue

An organization wants to integrate their Twitter account with Service Cloud so that tweets can become cases. They have already set up the social connector. What is the next step to ensure tweets are automatically converted into cases?

Create a case assignment rule to route the tweets to the right queue

Create a social post-to-case rule that defines which tweets become cases

Enable the social listening dashboard for the Twitter account

Manually create a case for each tweet that needs attention

When should an agent use a private reply instead of a public reply?

When the customer is a high-profile influencer

When the agent wants to show transparency to other customers

When the case is assigned to a queue

When the response contains sensitive account information

What is the purpose of social listening in Social Customer Service?

To automatically post promotional content to social channels

To replace all customer service agents

To increase the number of social media followers

To monitor brand mentions and identify potential service issues

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 6

Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Part of the CASE MANAGEMENT domain, which accounts for 15% of the AGENTFORCE-SERVICE-CONSULTANT exam.

32questions here

7free pages

8concepts

15%of the exam

Questions 1–5

1expert · hard
A company wants to reduce their average first response time on Twitter. They have a team of agents who handle both social cases and email cases. They want to ensure that social cases are prioritized. What is the most effective way to achieve this?
Select an answer first
2application · medium
An organization wants to integrate their Twitter account with Service Cloud so that tweets can become cases. They have already set up the social connector. What is the next step to ensure tweets are automatically converted into cases?
Select an answer first
3foundation · easy
What is the final step in the social case management workflow?
Select an answer first
4foundation · easy
When should an agent use a private reply instead of a public reply?
Select an answer first
5foundation · easy
What is the purpose of social listening in Social Customer Service?
Select an answer first

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