What is the default channel value when a new case is opened via the Service Catalog in the Customer Service Portal?

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Multiple Choice

What is the default channel value when a new case is opened via the Service Catalog in the Customer Service Portal?

Explanation:
When a Case is created, the Channel field records how the user submitted it, helping routing and reporting. Opening a case through the Service Catalog in the Customer Service Portal happens via a web-based form, so the system assigns the Web channel by default. This reflects the medium used—the web portal—rather than other submission methods. The other options don’t fit because there isn’t a separate Catalog channel, the portal itself isn’t stored as the channel value, and a Virtual Agent channel would be used only for chat with a bot.

When a Case is created, the Channel field records how the user submitted it, helping routing and reporting. Opening a case through the Service Catalog in the Customer Service Portal happens via a web-based form, so the system assigns the Web channel by default. This reflects the medium used—the web portal—rather than other submission methods. The other options don’t fit because there isn’t a separate Catalog channel, the portal itself isn’t stored as the channel value, and a Virtual Agent channel would be used only for chat with a bot.

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