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Facebook Certified Community Manager Sample Questions:

1. In an established community, members have been posting the same questions repeatedly.
Which three group tools should be used to help members find the answers they are looking for more easily? (Choose 3)

A) Ask members to tag an admin every time someone asks a repetitive question
B) Create a frequently asked questions learning unit
C) Pin a post as an announcement in the group
D) Direct members to report repetitive questions using the Report to Admin tool
E) Add useful posts to a topic tag dedicated to frequently asked questions

2. A new community manager joins the team of a large online retailer. This person is one of nine community managers who handle support queries. Community managers must remain on brand while maintaining an individual presence in the community.
Which option should each community manager use?

A) The approach that the team agreed upon and the company approved
B) The personal profiles of each community manager to make it clear who is replying
C) The agreed result from a recent poll stating that each community manager will use their initials
D) A company-branded profile used by all community managers with each reply signed by name

3. A well-regarded celebrity community member violates a group rule that does not allow posts that contain political discussion. Post approval is turned on in this group.
This is the first time that this community member has submitted a post and the first time that the community member has violated the guiding principles.
What are two courses of action the community manager can take in this situation to maintain the group's culture? (Choose 2)

A) Adjust the rules to allow political content and generate more group engagement
B) Approve the post with a warning to the celebrity
C) Decline the post with feedback to educate the celebrity on the group policy
D) Approve the post and close commenting to prevent political discussion
E) Treat the celebrity according to the policy of the group

4. A community manager for a national chain department store has many internal stakeholders to manage, particularly across the departments of home and garden, men's fashion and women's fashion, which represent the highest sales volume.
The community manager needs to create a monthly content calendar that includes posts that represent each department.
What should the community manager do first?

A) Review previous post results and reuse the content that performed best
B) Review briefs from internal stakeholders outlining key messaging, details and targets
C) Research competitors and replicate popular creative tactics that perform well for them
D) Prioritize the content from the department that is the most polished and ready to post

5. An interest-based community with a culturally diverse membership often shares a variety of posts about empowerment. Post approval is not turned on, so conversations are carefully monitored to make sure heated debates and comments do not become personal. A longtime member who has not posted for a year leaves a comment that violates the guidelines for marketing and spam. The comment is removed, and feedback is provided in a private message.
The member is upset and posts again sharing their thoughts on having their comment removed. They challenge the community management team and its approach to the guidelines.
What should the community manager do to handle this conflict?

A) Remove the member from the group and delete all comments and posts from the last 30 days.
B) Share the rules and guidelines as a comment on their post and monitor for future violations.
C) Use the Branded Content manager to signify which promotional posts have been approved by the admin team.
D) Review the admin activity log to analyze the effectiveness of the admin team in enforcing their guidelines.

Solutions: