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

Universal Containers has implemented Web-to-Case to allow customers to submit online support requests. During a peak promotional event, the volume of web form submissions exceeds the organization's maximum daily limit for Web-to-Case. What happens to the submitted case requests that exceed this daily limit?

  1. A
    The additional submissions are discarded by Salesforce, and an error message is displayed on the public web page.
  2. The additional submissions are sent via email to the Default Case Owner specified in Web-to-Case settings.Answer
  3. C
    The additional submissions are held in a temporary system queue and processed automatically after the 24-hour limit resets.
  4. D
    The additional submissions are converted into Lead records and assigned to the Default Lead Owner.

Answer

The additional submissions are sent via email to the Default Case Owner specified in Web-to-Case settings.
When the daily limit for Web-to-Case submissions is reached, Salesforce prevents data loss by emailing the form submission details to the Default Case Owner designated in the Web-to-Case configuration settings.

Step-by-Step Solution

1
Identify the feature being evaluated and its associated governor limit.
The scenario involves Web-to-Case and reaching its maximum daily request limit (typically 5,000 requests per 24-hour period).
Understanding system limit enforcement for Web-to-Case is critical for support operations administration.
2
Determine Salesforce standard behavior when Web-to-Case daily limit overflow occurs.
Salesforce stops generating Case records directly and instead packages the form submission data into an email.
This fail-safe behavior ensures customer inquiry details are not lost when standard limits are exceeded.
3
Identify the recipient of the overflow submission email.
The email is routed directly to the Default Case Owner configured in Web-to-Case setup.
The administrator configures a designated Default Case Owner to handle unassigned or overflow case inquiries.

Key Concept

Web-to-Case Daily Limit Overflow Behavior
Estimated Time:1m 15s
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Topics

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

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