A company has integrated both Twitter and Facebook with Service Cloud. They want to ensure that posts from both channels are converted into cases, but only if the post contains a specific product name. They also want to route these cases to different queues based on the channel. What is the most efficient configuration?

Create two social listening keywords, and one case assignment rule for all social cases

Create one social post-to-case rule for both channels, and one case assignment rule for all social cases

Create one social post-to-case rule for Twitter, and manually create cases for Facebook posts

Create two social post-to-case rules (one per channel) with the product name condition, and two case assignment rules based on channel

Which feature is part of Social Customer Service's response management?

Automatically posting promotional content to all social channels

Generating sales invoices for customers

Creating marketing personas for ad targeting

Routing social cases to the appropriate agent or queue

A hotel chain wants to proactively reach out to guests who post negative reviews on Facebook, even if they do not tag the hotel's page. They also want to track the overall sentiment of mentions. What is the best approach?

Use a Facebook page monitoring tool that only shows posts on the hotel's page

Use case reports to identify negative sentiment after cases are created

Use social listening to monitor keywords and sentiment, and create cases for negative posts

Manually search Facebook for negative reviews and create cases

Which KPI helps a company understand the volume of service requests coming from different social platforms?

Customer satisfaction score (CSAT)

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 6

Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

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 6–10

6expert · hard
A company has integrated both Twitter and Facebook with Service Cloud. They want to ensure that posts from both channels are converted into cases, but only if the post contains a specific product name. They also want to route these cases to different queues based on the channel. What is the most efficient configuration?
Select an answer first
7foundation · easy
Which feature is part of Social Customer Service's response management?
Select an answer first
8foundation · easy
A company wants to respond to customers who post complaints on Twitter. Which use case does this represent?
Select an answer first
9application · medium
A hotel chain wants to proactively reach out to guests who post negative reviews on Facebook, even if they do not tag the hotel's page. They also want to track the overall sentiment of mentions. What is the best approach?
Select an answer first
10foundation · easy
Which KPI helps a company understand the volume of service requests coming from different social platforms?
Select an answer first

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Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

Which feature is part of Social Customer Service's response management?

A company wants to respond to customers who post complaints on Twitter. Which use case does this represent?

A hotel chain wants to proactively reach out to guests who post negative reviews on Facebook, even if they do not tag the hotel's page. They also want to track the overall sentiment of mentions. What is the best approach?

Which KPI helps a company understand the volume of service requests coming from different social platforms?

Keep studying — CASE MANAGEMENT