Service Cloud Practice Test

Which feature enables agents to share updates on a case with teammates via a feed?

Chatter feed tracking on the case. Knowledge sidebar. Escalation rules. Email-to-case automation.

Correct Answer:

Chatter feed tracking on the case.

Explanation:

Sharing updates with teammates via a feed on a case is enabled by Chatter feed tracking on the case. This feature attaches a collaborative feed to the case record, allowing agents to post updates, comments, and status changes, and to @mention teammates so everyone stays informed in real time. It also creates an ongoing history of activity for the case. The other options don’t provide a case-specific collaboration feed: the Knowledge sidebar is for quick access to articles, escalation rules determine when a case should be escalated, and email-to-case automation creates cases from emails and routes them.

Access more questions from this quiz

Continue to Service Cloud Practice Test for more practice questions and the full quiz experience.

Access More Questions