Users with which role can create a customer service case from a chat?

• A. Customer Service Agent
• B. Customer Admin
• C. Customer Manager
• D. Customer Service Manager

Answer: (A)

The action of turning a live chat into a formal customer service case is a frontline support function. The Customer Service Agent role is designed for handling real-time interactions and using the chat-to-case workflow, which includes capturing details from the chat and creating a Case record as needed. This makes it the best fit for creating a customer service case from a chat.

The other roles are more oriented toward administration or ownership within the customer portal and, without explicit permissions, aren’t the typical users performing chat-to-case conversions during an interaction. In practice, any user with the necessary Create Case permission could make a case, but the role most aligned with this daily task is the Customer Service Agent.