When a social post is converted into a case, what is a critical step to ensure proper association?

Assigning a random case number without any customer link

Sending an automatic email to the customer

Deleting the original social post

Matching the post to the correct customer record

What is the primary purpose of integrating social channels into Service Cloud?

To automatically respond to every social post without human intervention

To replace all other customer service channels

To allow agents to manage social interactions within the same case management system

To store social posts in a separate database outside of Service Cloud

Which business scenario is a typical use case for Social Customer Service?

Automating internal employee onboarding workflows

Generating financial reports for quarterly earnings

Monitoring social media for brand mentions to identify and resolve customer issues proactively

Managing inventory levels in a warehouse

A service manager wants to compare the volume of cases coming from Twitter versus Facebook to decide where to allocate more agents. Which report should they use?

A social listening report of mentions by keyword

A case report grouped by social channel

A report of average first response time by agent

What is the result of converting a social post into a case in Social Customer Service?

An automatic refund is issued to the customer

A new social media account is created for the customer

The social post is permanently removed from the platform

A case record is created that can be tracked and managed like other cases

SalesforceCertified Agentforce Service Consultant

Domain 6Objective 6

Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

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 11–15

11foundation · easy
When a social post is converted into a case, what is a critical step to ensure proper association?
Select an answer first
12foundation · easy
What is the primary purpose of integrating social channels into Service Cloud?
Select an answer first
13foundation · easy
Which business scenario is a typical use case for Social Customer Service?
Select an answer first
14application · medium
A service manager wants to compare the volume of cases coming from Twitter versus Facebook to decide where to allocate more agents. Which report should they use?
Select an answer first
15foundation · easy
What is the result of converting a social post into a case in Social Customer Service?
Select an answer first

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