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

A support administrator is evaluating automated case intake mechanisms using Web-to-Case and On-Demand Email-to-Case. Which two statements correctly describe the native capabilities and architectural behavior of these case capture tools? (Select 2)

  1. When the daily Web-to-Case request limit is exceeded, Salesforce emails the submitted case information to the Default Case Owner instead of creating a Case record.Answer
  2. B
    If a Web-to-Case submission fails custom field validation rules, the case record is created and placed into a system holding queue for administrator review.
  3. On-Demand Email-to-Case processes incoming emails using Salesforce cloud services without requiring an agent application installed behind the corporate firewall.Answer
  4. D
    On-Demand Email-to-Case supports processing individual email attachments up to 100 MB in size.
  5. E
    Standard Web-to-Case HTML forms natively support file attachment fields without requiring custom Apex or third-party tools.

Answer

The statement regarding daily Web-to-Case limit overflow sending emails to the Default Case Owner and the statement regarding On-Demand Email-to-Case relying on cloud services without a local server agent are both correct.
Exceeding daily Web-to-Case request limits causes submitted case details to be emailed directly to the Default Case Owner instead of creating database records. Additionally, On-Demand Email-to-Case handles incoming emails entirely through Salesforce cloud infrastructure via forwarding, eliminating the need to install and maintain an on-premises Email-to-Case Agent.

Step-by-Step Solution

1
Analyze Web-to-Case limit overflow handling
Salesforce forwards submitted case data to the Default Case Owner when daily request limits are reached.
Salesforce enforces daily Web-to-Case limits based on organization edition; overflow entries cannot create records directly in the database.
2
Evaluate On-Demand Email-to-Case deployment architecture
Emails are processed via cloud email services using email forwarding.
On-Demand Email-to-Case routes emails to Salesforce Apex email service endpoints, eliminating the requirement for behind-the-firewall agent software.

Key Concept

Web-to-Case and 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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