Which method enables routing of cases from social channels?

• A. Enable Social Customer Service and add assignment rules to the case object
• B. Enable Social Network Profile and add workflow rules to the contact object
• C. Enable Social Network Profile and add assignment rules to the case object
• D. Use Twitter-to-case and add workflow rules to the case object

Answer: (A)

Routing cases from social channels is handled by connecting social interactions to case management and then directing those cases to the right agent using assignment rules on the Case object. Enabling Social Customer Service makes social channels create or update cases within the system, providing the bridge between social activity and case management. Once that bridge exists, assignment rules can automatically route the new social cases to the appropriate queue or user based on criteria you define (like product, region, or workload). This combination is the standard, scalable way to ensure social-origin cases land with the right owner.

The other options mix in elements that aren’t focused on routing social cases. Using the Social Network Profile alone doesn’t automatically route cases, and applying workflow rules to the contact or case objects isn’t the primary mechanism for routing social-origin cases. Twitter-to-case is a channel-specific method, but the ongoing, rule-based routing is achieved with assignment rules on the Case object after enabling Social Customer Service.