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

Cloud Kicks needs to process incoming customer support emails that routinely contain large log attachments exceeding 30 MB. Additionally, company security policies require that email traffic remains within their corporate network firewall rather than being processed directly by external cloud email servers. Which case capture mechanism should the Salesforce Administrator implement?

  1. Email-to-Case using the installed Email-to-Case Agent software behind the corporate firewallAnswer
  2. B
    On-Demand Email-to-Case with an extended attachment buffer size configured in Service Setup
  3. C
    Web-to-Case generated HTML form with customized file upload input tags
  4. D
    On-Demand Email-to-Case coupled with an automated flow to process incoming attachment files

Answer

Email-to-Case using the installed Email-to-Case Agent software behind the corporate firewall
Standard Email-to-Case requires installing an Email-to-Case Agent behind the company's network firewall. This architecture keeps email processing within the corporate network and allows the system to accept attachments larger than the 25 MB limit imposed by On-Demand Email-to-Case.

Step-by-Step Solution

1
Analyze attachment size requirements.
The requirement specifies attachments exceeding 30 MB. On-Demand Email-to-Case has a fixed maximum size limit of 25 MB per email.
Standard Email-to-Case (using the local agent) is required to handle email attachments over 25 MB.
2
Analyze network security constraints.
The company requires email traffic to stay behind the corporate firewall.
Standard Email-to-Case runs an agent behind the firewall to poll the local mail server, whereas On-Demand Email-to-Case routes emails through external Salesforce Apex email services.

Key Concept

Email-to-Case Agent vs. On-Demand Email-to-Case Architecture and Limits
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Topics

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

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