Which channel should a consultant recommend to meet these requirements?

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?
A . Email-to-case
B . Social Customer Service
C . Chat
D . Web-to-case

View Answer

Answer: A

Explanation:

Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company’s support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview