Correct answer is B, Agents can create social as communication channel. But Cases are not created automatically as this activity is manual at present. E book content
Answer: C. Cases can be created automatically depending on which social channel is used
Explanation: "Social media - Create and resolve cases by communicating with customers through social media channels and record conversational history in the case." while didn't mention automatic case creation, but the fact that it can capture converation would indicate its possible to automate, hence C is the most logical answer
Source: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-csm-omni-channel.pdf
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