Differentiate Between the Available Email-To-Case and Web-To-Case Solutions and Explain How to Configure Each. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   What is the first step in configuring Email-to-Case in Salesforce?

   • ADefine case assignment rules
   • BEnable Email-to-Case in Support Settings
   • CCreate a routing address
   • DSet up an email service
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2. 7application · medium

   A company wants to use Web-to-Case to capture customer inquiries. They need to include a dropdown field for 'Issue Type' and a checkbox for 'Urgent'. How can they add these fields to the Web-to-Case form?

   • AUse the standard 'Type' field for issue type and the standard 'Priority' field for urgent.
   • BAdd the fields directly to the Web-to-Case form without creating them on the Case object.
   • CUse Email-to-Case and parse the fields from the email body.
   • DCreate the custom fields on the Case object, then add them to the Web-to-Case HTML form using the field's API name.
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4. 8foundation · easy

   When a case is created via Email-to-Case, what determines the initial owner of the case?

   • AThe case record type
   • BThe email service's routing address
   • CCase assignment rules
   • DThe sender's email domain
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5. 9application · medium

   A company wants to use Web-to-Case to capture customer feedback. They need to include a custom field for 'Feedback Category' and also capture the customer's preferred contact method. Which fields can be included in the Web-to-Case form?

   • AOnly custom fields; standard fields are not available in Web-to-Case forms.
   • BStandard fields like Name, Email, Subject, and custom fields like 'Feedback Category' and 'Preferred Contact Method'.
   • COnly standard fields like Name, Email, and Subject; custom fields cannot be added.
   • DAny field on the Case object, but only if they are marked as 'API Accessible'.
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6. 10foundation · easy

   What happens when a customer replies to an email that created a case via Email-to-Case?

   • AThe reply is sent to the case owner's personal email
   • BThe reply is discarded
   • CThe reply is added to the existing case as an email message in the case feed
   • DA new case is created for each reply
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