Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

• A.Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
• B.Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
• C.Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
• D.Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

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Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

• A.Use Twitter-to-Case and add workflow rules to the case object
• B.Enable social profile and add assignment rules to the case object
• C.Enablesocial profile and add workflow rules to the contact object
• D.Use the routing queues provided with Salesforce for Twitterand Facebook

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Which method can be used to route cases from social channels?

• A.Enable Social Network Profile and add assignment rules to the case object.
• B.Enable Social Customer Service and add assignment rules to the case object.
• C.use Twitter-to-case and add workflow rules to the case object.
• D.Enable Social Network Profile and add workflow rules to the contact object.

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Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

• A.Allow Comments on Knowledge articles.
• B.Implement Case Assignment Rules.
• C.Create a self-service Help Center.
• D.Enable Chat in an Experience Cloud site.

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Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A.High priority cases opened by account month-to-date
• B.Time spent by account year-to-date
• C.New cases opened by account channel
• D.Escalated cases by account month-to-date

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