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Difficulty: MediumCase Capture Mechanisms (Web-to-Case and Email-to-Case)

A Salesforce Administrator is configuring Web-to-Case to capture support requests directly from the company website. Which two statements regarding Web-to-Case capabilities and limit behaviors are correct? (Select 2)

  1. Submissions exceeding the daily Web-to-Case limit are emailed directly to the Default Case Owner rather than creating Case records.Answer
  2. Both standard fields and custom fields on the Case object can be selected when generating the Web-to-Case HTML code.Answer
  3. C
    Web-to-Case natively supports file attachments up to 25 MB directly within the standard HTML form generator.
  4. D
    Exceeding the daily Web-to-Case limit causes Salesforce to immediately display a server error page to the website user submitting the form.
  5. E
    Web-to-Case automatically creates a new Contact record whenever a web form submission includes an unknown web email address.

Answer

Web-to-Case routes submissions exceeding daily limits to the Default Case Owner via email, and the Web-to-Case HTML generator allows selecting both standard and custom fields for the form.
Web-to-Case handles overflow submissions exceeding the daily quota by emailing the form contents directly to the Default Case Owner. Additionally, administrators can include both standard and custom Case fields when generating the HTML form code via Salesforce Setup.

Step-by-Step Solution

1
Analyze Web-to-Case limit handling behavior
Salesforce enforces a daily request limit for Web-to-Case (typically 5,000 requests per 24 hours). Excess submissions are sent to the default web/case owner email address.
This guarantees customer inquiry data is not lost even during volume spikes.
2
Evaluate standard HTML generator capabilities
The setup wizard generates HTML containing selected standard and custom fields on the Case object.
Administrators can capture specific custom data points required by business processes directly from web submissions.
3
Verify limitations regarding attachments and contact creation
Standard Web-to-Case HTML does not support file upload fields, and unmatched emails leave the Contact field blank on the newly created Case.
Prevents database clutter from unverified contact auto-creation and avoids web server security vulnerabilities associated with unauthenticated file uploads.

Key Concept

Web-to-Case limits, field generation, and automated handling rules
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Topics

Case Capture Mechanisms (Web-to-Case and Email-to-Case)

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