A Salesforce Administrator is designing a multi-channel case intake strategy for an enterprise organization. Match each case capture mechanism to its corresponding architectural requirement or operational constraint.
- Web-to-CaseProcesses customer web form submissions using HTML, enforces a 5,000 daily request limit, and sends overflow emails to the default case owner.
- On-Demand Email-to-CaseUses Salesforce Apex email processing services directly in the cloud without local software installation, capping individual email attachments at 25 MB.
- Email-to-Case AgentRequires an executable application installed behind the corporate firewall to keep email traffic internal and allow attachment uploads exceeding 25 MB.
Answer
Web-to-Case pairs with web form processing via HTML and a 5,000 daily request overflow limit. On-Demand Email-to-Case pairs with cloud processing without local agent software under a 25 MB attachment cap. Email-to-Case Agent pairs with behind-the-firewall software installation to handle attachments over 25 MB.
Web-to-Case leverages HTML web forms and imposes a 5,000 daily limit with email overflow fallback. On-Demand Email-to-Case handles incoming emails directly in the cloud without local software, subject to a 25 MB attachment restriction. Email-to-Case Agent requires a local application inside the firewall to support attachments larger than 25 MB and satisfy strict internal email security policies.
Step-by-Step Solution
Key Concept
Salesforce Case Capture mechanisms have distinct infrastructure requirements, firewall dependencies, and attachment/daily volume limits.