here we are talking about opening a case from interaction, so when a customer has a question or issue, it can be resolved within the interaction, but if there is an internal problem, that would require followup support, which means creating a case (and may be incident/problem out of it)
Ok, I am going through the CSM Essentials course and i can not find ANY reference for "inbound case". Can you, please, provide me with reference to a document that suggest the correct answer is C?
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