Service Cloud - Social Media

How soon do 42% of social media users expect a response?

1 hour

Salesforce Einstein assists customer service agents by making self service easier deflecting routine requests and

Accelerating isssue resolution

What is a chat bot?

An application that can carry on a chat conversation with a customer

How can you prioritize and route social posts in social studio automate?

Assign posts to the appropriate team based on post content

Einstein bots help agents by

Automatically resolving top customer issues Collecting qualified customer information

What is one way AI improves the customer experience?

By handing complex issues and using bots so solve common issues quickly

What set of metrics meaningfully measures social customer service results?

Customer satisfaction, inboaund volume, response time

What is most important to remember when obtaining consent to connect your customers solicit personal to their contact record?

Explain what the customer gets in return for proving consent

Why is it important to use social listening to create proactive service cases?

It finds social conversations where you haven't been tagged You can find social selling opportunities

How does the Salesforce social customer service product improve the management of service inquiries?

It makes it easier for agents to handle more social cases at one time than email or phase cases Most organizations that implement social customer service now perfer it to traditional customer services channels

What is a recommended strategy foe advanced social customer servcie?

Suppress marketing to customers who have opened service cases

What is a benefit of Salesforce social customer service?

You can automatically update your customers profiles based on their social posts You can automatically create cases intensified by social listening