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

An administrator receives reports that customer submissions from an online form generated via Web-to-Case are intermittently failing to appear in Salesforce. Troubleshooting reveals that a recently implemented validation rule on the Case object causes certain submissions to fail background processing. How does Salesforce handle Web-to-Case submissions that fail custom validation rules?

  1. Salesforce prevents case creation and emails the error details along with the submitted form data to the Default Case Owner.Answer
  2. B
    Salesforce bypasses validation rules for Web-to-Case and creates the record, assigning it to the Default Case Owner for manual correction.
  3. C
    Salesforce places failed submissions into an administrative holding queue as draft records until an administrator resolves the validation error.
  4. D
    Salesforce redirects the external website user to a standard Salesforce error page displaying the specific validation rule error text.

Answer

Salesforce prevents case creation and emails the error details along with the submitted form data to the Default Case Owner.
When a Web-to-Case submission fails database validation rules or required field checks, Salesforce prevents the case record from being created. To ensure customer inquiries are not lost, Salesforce packages the submitted form data along with the specific validation error message into an email and sends it directly to the designated Default Case Owner (or Default Web-to-Case Creator).

Step-by-Step Solution

1
Identify how Web-to-Case processes incoming HTML POST requests.
Salesforce evaluates incoming field values against database constraints, required fields, and active validation rules.
Web-to-Case must adhere to data quality rules configured on the Case object.
2
Determine the outcome when a validation rule fails during background web submission processing.
Because no user session exists on the external form to display inline errors, record insertion is rejected.
Salesforce avoids creating invalid data in the database while capturing the customer's data for administrative review.
3
Identify the notification mechanism for rejected Web-to-Case submissions.
Salesforce sends an automated email containing all submitted form key-value pairs and error log details to the configured Default Case Owner.
This ensures customer inquiry data is not permanently lost and allows administrators to manually re-enter or address the case.

Key Concept

Web-to-Case Validation Failure Notification
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Topics

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

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