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.
ABC is the correct answer, this seems to be word play. Look at the latest information in CSM essentials, it is mentioned how agent & customer can create the case.
If Interaction was mentioned instead of "Chat" then all 4 will be correct.
Section 6.2 from the course materials has a diagram that shows a Case can be created via an interaction, from within the Customer Service application, and by selecting Create Case from any of these data entities (Account, Contact, Consumer)
When a live agent is connected via a chat, an interaction is automatically triggered. The Case is created via the interaction, not via the chat.
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
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