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

An organization experiences an unexpected spike in website traffic during a promotional marketing event, causing customer inquiries submitted through their public Web-to-Case form to exceed the maximum daily limit allowed by Salesforce. What happens to the additional Web-to-Case submissions once this daily limit has been reached?

  1. The web submission details are sent via email to the Default Case Owner, and no new Case record is created.Answer
  2. B
    The submitted cases are held in a pending system queue and created automatically once the daily limit resets.
  3. C
    The Web-to-Case HTML form is temporarily disabled on the external website until administrative intervention.
  4. D
    The submissions are automatically rerouted through On-Demand Email-to-Case to bypass the web daily cap.

Answer

The web submission details are sent via email to the Default Case Owner, and no new Case record is created.
When the daily limit for Web-to-Case requests is reached, Salesforce prevents additional Case record creation. To ensure submitted information is not lost, Salesforce emails the details of each excess submission to the Default Case Owner specified in the Web-to-Case settings.

Step-by-Step Solution

1
Identify the feature and governor limit in question.
Web-to-Case has a standard default limit of 5,000 cases per 24-hour period.
Understanding system caps is necessary to evaluate intake channel overflow behavior.
2
Analyze how Salesforce handles submissions beyond the daily limit.
Salesforce rejects direct creation of Case database records for any request submitted after the limit is reached.
This prevents database overload while enforcing org-wide transaction limits.
3
Determine the fallback mechanism for customer submission data.
The form data is packaged into an email notification and sent directly to the Default Case Owner configured in Web-to-Case setup.
This mechanism ensures customer inquiries are preserved for manual follow-up rather than lost entirely.

Key Concept

Web-to-Case Daily Submission Limits and Default Case Owner Fallback
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Topics

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

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