Correct answer is ACD. here is a proof.
Agents can create a case from:
- The Customer Service Application
- Any associated entities (Account, Contract, Entitlement, Asset, etc.)
- A Chat Session
- An interaction
This information is available on CSM Fundamentals Course. You can Open Module Case — Basic Principles, Lesson 1 "Case and Case Types"
ABCD is actually all the correct answers. Contact falls under associated entities. I just spun up a PDI per ftpuser and there is indeed a Case related list at the bottom with a "New" UI action button for it.
Ok, so this is a tricky one: the correct answer is A, B, C.
D is chat and it is not correct, because - and here is the good part - you can create an INTERACTION from Chat, but not a directly a CASE (similarly to all communicational Channels). I would like to hear your reasoning, if you think this logic is not correct.
Customer Service Application: Agents can create cases directly from the Customer Service Management (CSM) application.
Contact: Cases can be created for specific customers based on their contact information.
Chat: During live agent chat sessions, cases can be created directly from the interaction.
C. Account is incorrect because cases are not typically created directly from the "Account" record; instead, cases are linked to accounts indirectly through contacts or customer interactions.
Correct Answer is ABC
Explaination:
As per Ebook and CSM Fundamentals all answers seems to be correct but I would go with ABC as the question expects only 3 options to be selected.
Agents can create a case from:
Customer Service Application
Related Entities - Account, Contact , Consumer
An interaction
Business Location Service Portal
Email
As per my understanding chat should fall under interaction but there are other channels like call which also fall under Interaction. However "Customer Service Application", "Account", "Contact" are directly mentioned unlike chat or call which is a channel of interaction.
Answer:
A. Customer Service Application
C. Account
D. Chat
Explanation: Agents can create a case from
- The Customer Service Application
- Any associated entities (Account, Contract, Entitlement, Asset, etc.)
- A Chat Session
- An interaction
Source: CSM Fundamentals > Module Case > Basic Principles, Lesson 1 Case and Case Types
All the answers are correct, if you go to account or contact records you can see the case-related list at the end this is OOTB, and also you can create a case from a chat in SP just as in the implementation and fundamentals labs. Also A might be correct if we consider that is the CSM app itself.
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