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Salesforce Certified Service Cloud Consultant · Salesforce
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Social personas is reserved for UX interactions in Salesforce https://trailhead.salesforce.com/content/learn/modules/ux-personas-for-salesforce/get_started_with_personas#:~:text=Salesforce%20personas%20are%20crafted%20through%20rigorous%20data%20collection,product%2C%20all%20within%20the%20context%20of%20their%20needs.
https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5