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

A support team at Universal Containers relies on On-Demand Email-to-Case to process customer inquiries. During a major product release, the volume of incoming messages unexpectedly exceeds the organization's maximum daily limit for On-Demand Email-to-Case processing. The system administrator must ensure that any incoming customer emails arriving after the daily limit is reached are preserved and processed automatically once the 24-hour limit resets, without sending failure notifications to customers. Which configuration setting should the administrator select for the Over-Limit Action in On-Demand Email-to-Case?

  1. Re-queue messageAnswer
  2. B
    Bounce message
  3. C
    Default Case Owner Routing
  4. D
    Discard message

Answer

The administrator should select 'Re-queue message' for the Over-Limit Action setting.
In On-Demand Email-to-Case, the 'Over-Limit Action' setting determines how Salesforce handles incoming emails when the daily processing limit is exceeded. Setting this value to 'Re-queue message' holds the emails in a queue so they can be processed into cases once the 24-hour limit resets, ensuring no data loss and avoiding unnecessary bounce notifications to customers.

Step-by-Step Solution

1
Analyze the business requirement for handling incoming emails when daily limits are exceeded.
The requirement states incoming emails must be held and processed automatically when the limit resets, without sending failure notifications or losing messages.
Salesforce provides distinct configurable actions when On-Demand Email-to-Case limits are breached.
2
Evaluate On-Demand Email-to-Case 'Over-Limit Action' options in Salesforce Setup.
'Re-queue message' places messages exceeding the daily quota in a queue to be converted to cases in the next 24-hour window.
'Bounce message' notifies senders of rejection, and 'Discard message' drops emails permanently. Web-to-Case uses Default Case Owner email routing instead.

Key Concept

On-Demand Email-to-Case Over-Limit Action Settings
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Topics

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

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