To handle social customer service on Twitter and Facebook, which capability should be implemented?

• A. Einstein Bot Social Queues
• B. Social Persona for Twitter and Facebook
• C. Social Customer Service for Twitter and Facebook
• D. Social Media Marketing Message Tagging

Answer: (C)

Handling social customer service on Twitter and Facebook is best accomplished by implementing Social Customer Service for Twitter and Facebook. This capability is built to bring social inquiries directly into the Service Cloud, giving agents a unified workspace where they can monitor, respond to, and manage posts and messages from these networks as part of the regular service process.

With Social Customer Service, social posts can be converted into Cases, linked to the right accounts and contacts, and routed to the appropriate queues or agents. It supports agent workflows within the Service Cloud Console, allowing you to apply SLAs, use macros and templates, and track the interaction history across channels. This creates consistent, auditable service experiences and ensures social issues are handled with the same rigor as any other support channel.

The other options don’t provide the full service-management flow. Einstein Bot Social Queues focuses on bot-driven routing and automated handling rather than the complete human-service workflow; Social Persona for Twitter and Facebook centers on presenting a consistent agent persona rather than the end-to-end case management; and Social Media Marketing Message Tagging is geared toward marketing tagging and analytics, not customer-service case management.