Which role can create a social media log entry for a case?

Which role can create a social media log entry for a case?

• A. Consumer service agent
• B. Customer service agent
• C. Customer service manager
• D. Customer admin

Answer: (C)

Logging a social media interaction against a case requires the right level of access to manage social channels and their linkage to cases. The customer service manager typically has the authority to create and connect social media entries to a case, oversee which social accounts are used, and maintain an auditable trail of these interactions. This governance-focused capability is why this role is the best fit. Front-line agents usually update cases via standard notes or comments and aren’t granted the specialized social log entry permission, while a customer admin concentrates on user and system configuration rather than day-to-day social-case entries.

Logging a social media interaction against a case requires the right level of access to manage social channels and their linkage to cases. The customer service manager typically has the authority to create and connect social media entries to a case, oversee which social accounts are used, and maintain an auditable trail of these interactions. This governance-focused capability is why this role is the best fit. Front-line agents usually update cases via standard notes or comments and aren’t granted the specialized social log entry permission, while a customer admin concentrates on user and system configuration rather than day-to-day social-case entries.