To monitor social posts and respond to them from the Salesforce Console, which capability should you enable?

• A. Integrate Facebook into its existing Customer Community.
• B. Enable Salesforce social profile on contacts.
• C. Enable Social Customer Service.
• D. Create a Lightning Platform app for Facebook monitoring.

Answer: (C)

The capability being tested is enabling Social Customer Service. This feature brings social channels (like Facebook, Twitter, etc.) directly into the Salesforce Console, allowing agents to monitor social posts and respond to them without leaving Salesforce. It links social interactions to records or cases, supports triage and routing, and helps agents manage engagement from a single place.

Other options don’t fit because:

• Integrating Facebook into a Customer Community adds Facebook content to the portal, not the agent console for ongoing monitoring and replies.

• Enabling a social profile on contacts is about associating social accounts with contact records, not about actively monitoring posts or replying from within the Console.

• Creating a Lightning Platform app for Facebook monitoring would be custom development and bypasses the built-in, supported Social Customer Service capability.