What initial setup step is recommended to enable social customer service across multiple channels?

• A. Select two Twitter and Facebook accounts
• B. Enable Moderation feature to automatically create cases from posts
• C. Create and assign permission sets to give agents social accounts access
• D. Retrieve Social Studio Credentials

Answer: (A)

Connecting the social networks you’ll support is the essential first step, because you need those channels brought into the system before you can manage conversations across multiple platforms. Choosing the specific accounts to monitor, such as Twitter and Facebook, establishes the actual channels your agents will engage from Service Cloud. Once those accounts are linked, you can view, respond to, and route social posts into cases or workflows, enabling true multi-channel service.

Other steps come into play after the channels are connected: moderation features can automate handling once there are accounts to monitor; permission sets control who can access and manage social tools; and retrieving Social Studio credentials is part of configuring the integration, but it presupposes that the accounts themselves are already connected.