Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 6)

Questions 26–30

1. 26foundation · easy

   Which step is part of the social case management workflow?

   • ADeleting the case after reading the post
   • BAssigning the case to an agent or queue
   • CIgnoring cases that are not from verified customers
   • DPosting the case to a public forum
   Reveal Solution Discussion Select an answer first
2. 27foundation · easy

   Which type of reply is visible to the public on a social platform?

   • AEmail response
   • BPublic reply
   • CInternal note
   • DPrivate reply
   Reveal Solution Discussion Select an answer first
4. 28expert · hard

   A company wants to proactively identify customers who are unhappy with a new product launch. They have set up social listening to track the product name. They also want to automatically create cases for negative sentiment posts and route them to a priority queue. What is the correct sequence of configurations?

   • ASocial listening keyword → social post-to-case rule with sentiment condition → case assignment rule to priority queue
   • BCase assignment rule → social listening keyword → social post-to-case rule
   • CSocial listening keyword → case escalation rule → social post-to-case rule
   • DSocial post-to-case rule → social listening keyword → case escalation rule
   Reveal Solution Discussion Select an answer first
5. 29application · medium

   A company has connected their Facebook page to Service Cloud. They want only posts that contain the word 'refund' to become cases. What should they configure?

   • AA social listening keyword for 'refund'
   • BA case escalation rule for 'refund' posts
   • CA case assignment rule that routes 'refund' posts to the billing queue
   • DA social post-to-case rule with a keyword condition for 'refund'
   Reveal Solution Discussion Select an answer first
6. 30application · medium

   A company wants to ensure that social cases with a high volume of negative sentiment are prioritized and assigned to senior agents. What should they configure?

   • AA case status rule that marks negative sentiment cases as escalated
   • BA social post-to-case rule that only creates cases for negative sentiment posts
   • CA case assignment rule that assigns all social cases to the senior agent queue
   • DA case escalation rule that triggers on sentiment and reassigns the case to a senior agent queue
   Reveal Solution Discussion Select an answer first