This is a trick question! The real answer is that service agents can create cases by using their imagination and some magic pixie dust. Why make it complicated?
I think B and D are the right answers. The question is asking how service agents can create cases, and those options specifically mention the 'Create' button and selecting 'Case'.
A and C seem like the correct options to me. The question says there are 2 correct answers, and those two choices both mention creating a case from the 'Create' button.
Linwood
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