Describe the Capabilities of and Use Cases for Social Features. PLATFORM-APP-BUILDER Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   What is a common use case for social customer service in Salesforce?

   • ATracking employee productivity on social platforms.
   • BPosting marketing content to social media automatically.
   • CSharing internal project updates with the team.
   • DCreating a case from a customer's tweet or Facebook post.
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A support manager wants to respond to customer inquiries that come in via Twitter and Facebook without leaving Salesforce. The company uses Salesforce for case management, and the manager wants to track these interactions as cases. What should the admin configure?

   • ASet up email-to-case and ask customers to email their social media inquiries.
   • BEnable Salesforce for Twitter and Facebook in Social Customer Service settings.
   • CCreate a Chatter group for each social network and instruct agents to post customer inquiries there.
   • DUse Chatter publisher actions to post responses to Twitter and Facebook from the case feed.
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   How can social data be captured in Salesforce for reporting?

   • ABy exporting all Chatter posts to an external database.
   • BBy using a third-party tool to manually enter data.
   • CBy creating a report that pulls data from external social networks directly.
   • DBy storing social posts and interactions as records that can be reported on.
   Reveal Solution Discussion Select an answer first
5. 19expert · medium

   A company wants to allow users to post to both internal Chatter and external social networks from a single interface. The admin has enabled social accounts. What should the admin configure to provide this capability?

   • ACreate a custom Lightning component that posts to both Chatter and external networks.
   • BAdd both the Post and Social Post publisher actions to the Chatter publisher layout.
   • CUse the Social Post action only, as it also creates internal Chatter posts.
   • DEnable Chatter and use the same post to automatically publish to external networks.
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A project manager wants to keep the implementation team informed about a critical milestone. The team uses Chatter, and the manager needs to ensure the update is prominently visible and allows team members to ask questions directly on the update. What should the manager do?

   • APost the update to the team's Chatter group and pin the post to the top of the feed.
   • BPost the update on the manager's personal profile feed.
   • CSend an email to the team with the update and ask them to reply to the email.
   • DCreate a new Chatter group for the milestone and post the update there.
   Reveal Solution Discussion Select an answer first