Exam MB-910 topic 1 question 61 discussion

Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?