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By Salesforce · Question Mode

QuestionQ51

Interaction Channels

Universal Containers (UC) has added a channel to its Service Cloud deployment. UC requires the functionality to log the case thread and store attachments on the case record.

Which channel should a consultant recommend to satisfy these requirements?

  • A Social Customer Service
  • B Web-to-Case
  • C Email-to-Case
  • D Chat
Explanation

Email-to-Case associates inbound replies with an existing case through email threading and creates Attachment or ContentDocument records when the email includes attachments. This provides both a recorded case email thread and stored attachments for the case.

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