Apex Global operates a customer support portal that utilizes Web-to-Case to automatically generate support tickets. During an unexpected product announcement, the portal experiences a sudden surge in web traffic, causing the total number of submitted Web-to-Case forms to exceed the organization's daily Web-to-Case limit. How does Salesforce handle the Web-to-Case request submissions that occur after the daily limit has been reached?
- The excess submissions are emailed to the Default Case Owner specified in Web-to-Case settings, containing the submitted case data for manual entry.Answer
- BThe excess submissions are held in a temporary system queue and automatically processed into Case records when the daily limit resets the following day.
- CSalesforce creates the Case records immediately but sets their status field to 'Pending Limit Reset' while bypassing assignment rules.
- DThe web submission service rejects the requests, returning a server error to the submitter and permanently discarding the submitted data.
Answer
The submitted case data for requests exceeding the daily limit is sent in an email to the Default Case Owner designated in Web-to-Case setup.
When an organization reaches its daily Web-to-Case request limit, Salesforce stops creating Case records automatically. To avoid losing customer submission data, the system sends an email containing the form data directly to the designated Default Case Owner, allowing support administrators to manually review or process the requests.
Step-by-Step Solution
Key Concept
Web-to-Case Daily Limits and Default Case Owner Fallback