Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
To efficiently monitor social media platforms and convert relevant interactions into cases, leveraging a third-party application from the Salesforce AppExchange is recommended. These applications are designed to integrate seamlessly with Salesforce and provide robust social media monitoring capabilities.
From Salesforce's best practices:
"With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer’s inquiries by phone, email, and more."
—Salesforce Marketing Cloud
Utilizing a third-party app ensures that UC can quickly implement a solution within the two-week timeframe, providing the necessary tools to monitor social media channels effectively and manage customer interactions through Salesforce.
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