Which channel should be used to log the case thread and store attachments on the case record?

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

Answer: (B)

Email-to-Case is the channel that logs the full email thread on the case and stores attachments. It converts inbound emails into case comments and saves any email attachments directly to the case record, giving you a complete history of correspondence and documents. Web-to-Case is meant for creating a case from a web form, not for maintaining an ongoing email conversation or handling attachments in the case. Social Customer Service handles social messages, and Chat captures live chat transcripts; neither centers on preserving an email-threaded history with attachments on the case.