Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 5)

Questions 21–25

1. 21foundation · easy

   Which activity is an example of social listening?

   • ATracking mentions of a product to detect common complaints
   • BSending direct messages to all followers
   • CDeleting negative comments from the brand's page
   • DCreating a new social media profile
   Reveal Solution Discussion Select an answer first
2. 22foundation · easy

   Which capability is a key feature of Social Customer Service?

   • AAutomating payroll processing
   • BCreating cases from social posts
   • CGenerating marketing email campaigns
   • DManaging product inventory
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A service manager wants to measure how quickly their team responds to customer inquiries on Twitter. Which metric should they track in Social Customer Service reports?

   • ANumber of social cases closed per week
   • BCustomer satisfaction score on social cases
   • CCase resolution rate
   • DAverage first response time for social cases
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   Which metric is commonly used to measure social customer service performance?

   • ATotal advertising spend
   • BNumber of likes on a post
   • CNumber of social media followers
   • DAverage response time
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A brand manager wants to track how often the company's product name is mentioned on Twitter, including misspellings, and see the sentiment trend over time. Which Social Customer Service capability should they use?

   • ASocial listening with keyword tracking and sentiment analysis
   • BSocial engagement response templates
   • CSocial post-to-case rules for the product name
   • DCase reports on social case volume
   Reveal Solution Discussion Select an answer first