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600-101: Meta (Facebook) Certified Community Manager Answers
600-101: Meta (Facebook) Certified Community Manager Answers
This exam identifies candidates who possess the ability to build, scale, and sustain an online community by utilizing community-building strategies and tools which can be applied to non-profits and interest communities, as well as brands and agencies.
Some Questions and Answers
A community manager needs to start a new group with the primary goals of growing members and followers. The community manager wants to focus on quality-based growth.
Which three actions should the community manager take? (Choose 3)
Select All Correct Responses
- Create an editorial calendar for the first month of content
- Run an ad campaign on relevant platforms to target the right audience
- Assign targets to each person in the team to invite new people
- Encourage word of mouth referrals by creating an engaging campaign
- Invite members to share popular content from other Pages and groups
Explanation:
Focus on quality-based growth as opposed to content, therefore campaigns and targets are the best approach.
Members in a group for software users are submitting posts that recommend competitor products. This goes against a group rule that prohibits mentioning competitors in posts or comments. Post approval for the community is turned on.
Which two actions should the community manager take? (Choose 2)
Select All Correct Responses
- Ask the members who go against group rules to explain themselves in the comments
- Create and schedule content to reinforce the guiding principles of the community
- Use the decline with feedback tool to remind people of the group rules they have violated
- Create a poll in the community to ask whether new guiding principles should be introduced
Explanation:
The most efficient repeatable actions for the admins to take are the correct answers.
A community manager works on a Facebook group that handles sensitive subject matter. The personal identities of the group's admin team must be kept confidential. The community manager wants to enable the admins to moderate discussions while fully protecting their personal profiles from harassment.
What should the community manager do?
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- Enforce a strict policy of blocking any profile that sends a message to a member of the admin team
- Create a joint moderation account with the name of the group
- Make the team's Facebook Page an admin of the group
- Enter a list of potentially offending keywords into the moderation tool
Explanation:
The only answer that correctly focuses on privacy and maintains an official voice and adheres to Facebook policies.
An established automotive brand has a current customer base that is 45-60 years old. The brand is launching a new car at a lower price point to encourage purchases from younger buyers.
Which two strategies should the community manager use to reach this new audience on existing social platforms? (Choose 2)
Select All Correct Responses
- Review insights to determine what previous content resonates with this age group
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- Optimize media strategy to target all people ages 16 and older
- Adjust content strategy to utilize slang and shift tone of voice in the content of the posts
- Conduct competitor research to understand how rival brands achieve success
- Design a competition among existing audience members
Explanation:
Reviewing Insights and conducting competitor research will provide the greatest understanding specific to this age demographic.
A hair care brand is launching a new product line for men. Its existing Instagram community consists primarily of women. The community manager wants to market to male followers and build an integrated strategy for both men and women.
What should the community manager do to meet this goal?
- Change content strategy to target male followers during launch
- Tag influencers to share the content and campaign hashtag
- Create a social media account for the new product
- Create targeted posts and ensure the content and tone are inclusive
Explanation:
Using the current member base to introduce the new line is the most effective way to reach the brand's desired audience, while creating new accounts or targeting content to a genre group outside of the main audience will be inefficient.
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 company-branded profile used by all community managers with each reply signed by name
- The personal profiles of each community manager to make it clear who is replying
- The agreed result from a recent poll stating that each community manager will use their initials
- The approach that the team agreed upon and the company approved
Explanation:
When there are multiple community managers responding on behalf of a brand, consistency of action and adherence to the company approved approach is crucial.
A community manager runs a Facebook Page for a global banking organization. This is an established group with clear guiding principles and internal escalation protocols. A community member comments on a recent post to threaten the organization unless the member receives a resolution to a recent problem.
Which step should the community manager take?
-
- Call the local authorities immediately to report the threat
- Open a conversation with the community member and discuss their concerns
- Delete the comments and ban the community member from the Page
- Raise the issue to the most relevant point of contact internally
Explanation:
Since the organization has clear internal escalation protocols, raising the issue internally is the best way to follow the processes.
The only community manager of a Brazilian national football fan group with 2 million members needs support to ensure content is on topic. The community manager notices an increase of spam videos in other languages in the group.
Which three options should the community manager use to keep the group relevant? (Choose 3)
Select All Correct Responses
- Encourage members to report content to admins
- Set up post approval for all members
-
- Remove all members who post in a non-local language
- Reject all new membership requests
- Use Group Insights to identify potential moderators
Explanation:
Since the group is quite large, making the best use of tools (like post approval and content report), as well as recruiting new moderators, will not only ensure the group is efficiently on topic as well as offers support to the community manager.
An established mid-range coffee brand is launching a new line of high-end espresso products. It needs to promote its products through new social channels to reach premium consumers. The community manager must create a launch strategy to present to internal stakeholders to support this new product range.
Which two factors must the community manager address in this presentation? (Choose 2)
Select All Correct Responses
- Determine launch goals and milestones to achieve
- Decide on the target audience and which platforms to use to reach them
- Review existing channel performance and replicate strategy
- Define partnership criteria with key food and beverage influencers
Explanation:
The foundation of a launch strategy is to first determine the goals, milestones, and audience.
The community manager of a nonprofit contacts local government officials with an idea for an elderly-only fitness park in a local green space.
The community manager needs to provide evidence to the nonprofit that will help it to build relationships with potential government partners.
Which two proactive tactics should the community manager use in this situation? (Choose 2)
Select All Correct Responses
- Run ads across digital platforms that ask for feedback on the park idea
- Create a poll for the community to assess interest in the park and report findings to the nonprofit
- Put a sign in the green space asking for the fitness park to be built and share it on social media
- Monitor elderly-only audiences on social media for outdoor recreational conversations
Explanation:
The best way to gather the desired feedback is by running ads and creating a poll.
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?
-
- Review previous post results and reuse the content that performed best
- Prioritize the content from the department that is the most polished and ready to post
- Research competitors and replicate popular creative tactics that perform well for them
- Review briefs from internal stakeholders outlining key messaging, details and targets
Explanation:
To create a content calendar that stays in line with the department store's current goals and priorities is to review relevant briefs from internal stakeholders.
A men’s grooming brand is hosting an exclusive event with a group of Instagram influencers, brand superfans and press contacts to try its new range of products. The community manager will be present at the event to capture photo and video content. The goal is to build excitement and engagement with non-attendees on Instagram around the new product range.
What should the community manager do?
-
-
- Post teaser content
- Use Instagram Live at the event
- Encourage viewers to share their red carpet looks
- Focus on video content
- Share the brand's Instagram story with close friends
- Use local hashtags to increase reach
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- Curate captured content
- Tag key attendees
- Plan a full narrative for Instagram Stories prior to sharing
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- Repost influencer content
- Share every story tagged with the event hashtag
- Share behind the scenes videos in real time
Explanation:
Having invited Instagram influencers, a key factor is to maximize the network effect by tagging and curating content created by others at the event with a focus on a pre-defined narrative.
It's April, and Earth Day is approaching. A parenting group has shown interest in sustainability, so the community manager brainstorms new ideas to engage the community.
What are the two most efficient steps for the community manager to take to inform campaign planning? (Choose 2)
Select All Correct Responses
-
- Review the geographic locations of group members
- Conduct a search of sustainability keywords
- Launch a poll to understand which topics are of interest
- Analyze post themes from the last three Aprils
- Watch the top three nature documentaries released this year
Explanation:
The most efficient steps are to get direct feedback on the subject from community members.
An Instagram influencer from Switzerland uses a unique region-specific content approach. A community manager is helping the influencer expand into a neighboring country, Austria. The primary goal is to be the number one information source in the region.
Which two actions should the community manager take to support the goal? (Choose 2)
Select All Correct Responses
-
- Adapt the local dialect and reuse highly successful content
- Run targeted ads to lookalike audiences in Austria
- Measure the audience of Austrian followers on existing platforms
- Ask community members to send profiles in Austria to follow
Explanation:
The most efficient and knowledge-based approaches are to run targeted ads and measure the audience on existing platforms.
An inclusive football player community wins a civic award, which grants it an income to hire a community manager. Many of the community members are visually impaired.
Which two activities should the newly hired community manager take to engage the community? (Choose 2)
Select All Correct Responses
-
- Post visuals that are aligned with the corporate identity
- Create a highly engaging text-based question of the day series
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- Share viral videos to spark discussion
- Frequently encourage members to describe their best football tricks
Explanation:
The correct answers describe the most inclusive approach to engage the community.
The community manager of a small business group joins a Facebook networking group as a member and leaves responses on multiple posts.
The community manager's comments negatively compare the management styles of both groups, which goes against the rules of the networking group.
The community manager of the networking group wants to reinforce to the whole community that every group has its own rules and culture.
Which two actions should the community manager of the networking group take? (Choose 2)
Select All Correct Responses
-
- Delete the member's comments and mute them for seven days
- Repost a group rule and mute them for seven days
- Reply to the member's comment and tag them in the rule post
- Remove the member from the group
Explanation:
The best approach is to direct the new member to the Group's rules.
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)
Select All Correct Responses
- Pin a post as an announcement in the group
-
- Ask members to tag an admin every time someone asks a repetitive question
- Direct members to report repetitive questions using the Report to Admin tool
- Add useful posts to a topic tag dedicated to frequently asked questions
- Create a frequently asked questions learning unit
Explanation:
The correct answers show effective use of the tools to solve the problem.
A new member of a parent group asks for advice on how to handle a bullying incident. The member's question has been posted for several hours. No other members have responded.
What is the most effective action to promote discussion and collaboration regarding this topic among parents in this group?
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- Recommend external resources about the topic
- Repost the question as an announcement
- Post a comment tagging other members who can help
- Message some relevant members to ask them to comment
Explanation:
Tagging other members will actively invite members of the group to engage.
The community manager of a 25,000 member rock painting community in Dublin is concerned about low engagement in the group over the last six months and wants to increase conversations between members.
Which three actions should the community manager take to achieve this goal? (Choose 3)
Select All Correct Responses
- Highlight the top engaging contributors in regular announcements to the community
-
- Message every member of the community individually to ask them to engage more
- Revise the content calendar to focus on member engagement tools
- Survey the community and reposition the content in line with their feedback
- Remove members who have not posted or commented in the last month
Explanation:
Focusing on popular content and active engaged members is the most efficient way to increase conversation.
A pharmaceutical brand announces a new drug to stop the spread of a major disease. After the brand shares a press release on its social channels, 10 people claim that another one of the brand's drugs causes serious side effects. A health reporter for a major newspaper picks up the story and shares the comments on their own channel. Dozens of additional relevant comments are shared on the brand's press release post. Leadership asks the community manager to document organic, relevant comments over the next two weeks.
Which course of action should the community manager take to efficiently monitor the conversation for potential escalations?
- Create and track relevant keywords on social media channels
- Review comments on the company's press release post
- Activate a news alert for additional articles
- Create a post specifically to gather feedback from the community
Explanation:
The most productive approach for tracking information over a long period of time is to create and track relevant keywords.
A well-established community of over 50,000 reports a universally high satisfaction rate from members via surveys and polls. However, a contingent of 2,000 members plan to form their own community organization due to ideological disagreements within the incumbent community. The new community has a similar mission but different branding. The members of the new community want to continue to participate in the existing community but put more effort into the new organization.
How should the incumbent community manager proceed?
-
- Create a post that discourages members from joining the new community
- Link to the new community and encourage people to join it
- Continue to focus on the original community
- Remove the members who are joining the new community
Explanation:
Current best practices are to focus on the original community and to avoid focusing on distractors.
The community manager of a professional networking group hosts an annual in-person event. The community needs to rapidly transition the event to an online environment.
What should the community manager do to keep people engaged during the online event?
- Create a schedule and invite attendees to sessions that align with their interests
- Ask attendees to create sub-communities and monitor conversations
- Start a new community and post event content there
- Create an ad and target attendance from outside communities
Explanation:
Maximizing the existing community in one location will keep members most engaged with relevant content during the online event.
A community manager works for a company that is debuting a new product globally at noon PST. The community manager wants to generate engagement consisting of initial product feedback from the target audience within the first hour of the launch.
Which two ways should the community manager generate valuable product feedback? (Choose 2)
Select All Correct Responses
- Include a discussion question about the product that is being launched
- Ask follow-up questions as people leave feedback
- Post a link to a press release announcing a product launch
- Partner with influencers to generate posts about the launch
Explanation:
A proactive call to action and constant engagement will ensure there is valuable product feedback.
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)
Select All Correct Responses
- Treat the celebrity according to the policy of the group
-
- Approve the post with a warning to the celebrity
- Decline the post with feedback to educate the celebrity on the group policy
- Adjust the rules to allow political content and generate more group engagement
- Approve the post and close commenting to prevent political discussion
Explanation:
To maintain community culture, it is important to be consistent with the moderation of all members regardless of their background.
Refer to the table.
Published | Type | Reach | Engagement | Promote |
02-24-2020 | Link | 1,400 |
|
Organic |
02-21-2020 | Video | 2,300 |
|
Organic |
02-20-2020 | Picture | 4,500 |
|
Organic |
A local activist runs a test with different mediums on a Facebook Page. The activist wants to improve organic results and create more awareness of human rights violations.
What information should a community manager provide to the activist?
-
- The link and video post garnered more awareness than the picture post
- The link post should be promoted with ads if the primary goal is reach
- The picture post is the most successful if reach is more important than engagement
- The video post should be promoted with ads if the primary goal is engagement
Explanation:
Creating reach is the best way to maximize awareness.
A local museum is opening a new exhibition. The museum director asks the community manager to use social media to generate excitement for the new exhibition. The community manager runs an organic campaign on Facebook through a mix of influencer posts, visitor testimonials and press quotes.
Which approach should the community manager use to measure how well received the exhibition was?
-
- Measure the engagement rate on the influencers' posts
- Analyze the reach of exhibition-related posts through Ads Manager
- Determine the sentiment by scanning positive and negative comments
- Record the total number of campaign comments through native insights
Explanation:
The only option that will provide qualitative feedback is to scan for sentiment.
A local online community matches employers with refugees. The current split of the community is 70% refugees and 30% employers. The community manager is creating a report to showcase the potential and challenges of the community for future partners and wants to encourage more employers to join.
Which two insights should the community manager use in this situation? (Choose 2)
Select All Correct Responses
- High satisfaction of matches based on frequent polls
-
- Top posts that track refugee skill set trends
- Number of job offer posts by employers
- Engagement on posts by refugees
Explanation:
Highlighting satisfaction and opportunity shows the value to employers.
A local art museum decides to launch an invite-only community for people who purchased a museum membership. The community manager needs to create a report about the group's first month and wants to focus specifically on engagement.
Which two KPIs should the community manager include in the first report about the group? (Choose 2)
Select All Correct Responses
- New members over time
-
- Members who invited friends
- Posts created by administrators
- Number of comments
A regional chapter of a nonprofit organization is under threat of closure from its national committee. The community manager has been invited to a meeting to provide evidence of the value that the local chapter brings to members in its geographic area and to discuss the proposed plans.
Which two actions should the community manager take to prepare for the meeting? (Choose 2)
Select All Correct Responses
-
- Send a message to each of the community members requesting their opinions of the proposed closure
- Initiate a petition against the proposed closure and ask community members to circulate it widely
- Invite the community to submit their success stories so they can be shared with the national committee
- Monitor sentiment across digital channels within the organization's area of focus
Explanation:
The best way to understand public opinion in specific geographic regions is to gather feedback at scale by monitoring sentiment and collecting success stories.
A community manager for an influencer is focused on thought leadership and well-being.
The influencer has the following assets:
- A Facebook Page with 500,000 followers
- A Facebook group with 30,000 members
- An Instagram account with 200,000 followers
The community manager needs to evaluate possible revenue streams.
Which three approaches should the community manager recommend? (Choose 3)
Select All Correct Responses
- Position the influencer as a thought leader and charge speaking fees
-
- Implement a fee for members who post more than once per week
- Comment publicly on sponsor accounts to propose a partnership
- Set up a Page button to increase online sales on the influencer's website
- Organize affordable community meetups to attend a live show of the influencer
Explanation:
The best way to generate revenue is to leverage the value of the influencer.
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