Final answer:
In CRM systems, a lead is the correct record that can be converted into a case for further follow-up and resolution of an inquiry or complaint.
Step-by-step explanation:
In customer relationship management (CRM) systems, there are specific records that can be converted into a case. Among the options provided A. task, B. queue, C. lead, and D. opportunity, it is a C. lead that is typically converted into a case or another entity such as an account or contact in CRM systems. Leads are potential customers who have shown interest in your product or service, so if an issue or further follow-up is needed, converting the lead to a case ensures that their inquiry is tracked and managed until resolution.
Tasks are usually to-dos or action items for someone to complete. Queues are places where work items or cases wait for processing. Opportunities represent potential sales or deals. Therefore, the correct answer is C. lead, as leads are converted into cases when a potential customer's inquiry or complaint needs formal tracking and resolution.