Identify Use Cases and Capabilities of Social Customer Service. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 7)

Questions 31–32

1. 31application · medium

   A telecom company's social media team handles customer complaints on Facebook. They want to respond publicly to acknowledge the issue, but also collect private account details from the customer to resolve it. What is the recommended way to handle this in Social Customer Service?

   • ASend a private message first, and then post a public reply after the issue is resolved
   • BOnly send a private message and do not post publicly
   • COnly post a public reply and ask the customer to call the support line
   • DPost a public reply on Facebook, then send a private message through the case to request account details
   Reveal Solution Discussion Select an answer first
2. 32application · medium

   A company wants to identify a potential product issue by monitoring social media for an increase in complaints about a specific feature. They want to see the trend over the last month. What should they use?

   • ASocial listening with a keyword for the feature and a trend report
   • BA case report showing the number of social cases about the feature
   • CA social post-to-case rule for the feature keyword
   • DA dashboard of social case response times
   Reveal Solution Discussion Select an answer first