Which channel should be used to log and attach social interactions to a case?

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

Answer: (A)

Logging and attaching social interactions to a case is handled by the Social Customer Service channel. This channel is built to connect social networks (like Facebook or Twitter) with Service Cloud, so agents can capture social posts, comments, or messages and attach them directly to existing cases or create new ones from those interactions. It provides a unified view where social activity can be logged, tracked, and responded to from the same console.

Email-to-Case creates cases from emails, Web-to-Case creates cases from web form submissions, and Chat handles live chat sessions. While these channels manage those specific touchpoints, they don’t natively bind social media posts to a case, which is why the Social Customer Service channel is the correct choice for attaching social interactions.