Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

1. 16application · medium

   A customer tweets a complaint to a retail company. The company uses Social Customer Service. The tweet is converted into a case, but the case is not automatically linked to the customer's existing Salesforce contact record. What is the most likely reason?

   • AThe customer's Twitter handle is not linked to their contact record in Salesforce
   • BThe tweet was posted from a mobile device
   • CThe case was created from a public tweet rather than a direct message
   • DThe case assignment rule did not run
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   An agent is working a social case that originated from a customer's public Facebook post. The customer has now sent a private message with additional details. How should the agent respond to keep the conversation in one case?

   • AReply to the private message from within the same case
   • BAsk the customer to email the details instead
   • CReply publicly on the original post and ignore the private message
   • DCreate a new case for the private message and link it to the original case
   Reveal Solution Discussion Select an answer first
4. 18application · medium

   An agent is handling a social case from a customer's public tweet. The customer has now sent a direct message with sensitive account information. What is the best practice for the agent to respond?

   • ACreate a new case for the direct message and close the original case
   • BAsk the customer to email the information instead
   • CReply publicly to the tweet, thanking the customer for the information
   • DReply to the direct message from within the case, keeping the conversation private
   Reveal Solution Discussion Select an answer first
5. 19application · medium

   A cosmetics company wants to proactively identify customers who are complaining about a recently launched product on Twitter, even if the customers do not directly mention the company's handle. They want these posts to automatically create cases in Service Cloud. Which two features should they configure together?

   • AA social post-to-case rule for all mentions, and a case assignment rule to the product team
   • BSocial listening with keyword tracking, and a social post-to-case rule that matches the keyword
   • CSocial listening with sentiment analysis, and a case escalation rule for negative sentiment
   • DA brand monitoring dashboard, and a manual case creation process for each post
   Reveal Solution Discussion Select an answer first
6. 20foundation · easy

   How are social channels such as Twitter and Facebook integrated into Service Cloud for case management?

   • AThrough a dedicated integration that brings social posts into the platform as cases
   • BBy using email forwarding to send posts to a service inbox
   • CBy creating a custom website that mirrors social content
   • DBy manually copying posts into a spreadsheet and importing them
   Reveal Solution Discussion Select an answer first