Which criterion triggers a new inbound case?

• A. When a new customer is created
• B. When an internal problem occurs
• C. When a customer has a question or issue to resolve
• D. When we have new marketing material for a customer

Answer: (C)

An inbound case is created when a customer initiates contact with a question or issue that needs help. This reflects a customer-initiated support request that the service team tracks to resolve. Creating a new customer record isn’t a case in itself—it’s just provisioning a new account or contact. An internal problem isn’t caused by the customer, so it’s not an inbound case. New marketing material is outreach content and doesn’t represent a customer support inquiry either. So the trigger for a new inbound case is when a customer has a question or issue to resolve.