Salesforce Certified Service Cloud Consultant — Question 49

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?

Answer options

• A. Social Customer Service
• B. Web-to-Case
• C. Email-to-Case
• D. Chat

Correct answer: C

Explanation

The correct choice is Email-to-Case because it enables the logging of case threads and allows for attachments to be stored with the case record. Social Customer Service and Web-to-Case do not provide the same level of case tracking and attachment capabilities, while Chat is primarily focused on real-time communication and does not support these features.