Differentiate Between the Available Email-To-Case and Web-To-Case Solutions and Explain How to Configure Each. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11expert · hard

   A company is experiencing issues with Email-to-Case where replies to emails are creating new cases instead of attaching to the existing case. They have verified that the email client is preserving the subject line. What is the most likely cause?

   • AThe email client is not including the original email in the reply.
   • BThe case was closed, so Email-to-Case creates a new case.
   • CThe routing address is configured to use the 'From' address for matching instead of the thread ID.
   • DThe email is being sent to a different routing address.
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2. 12application · medium

   A company is experiencing a high volume of spam emails being converted into cases via Email-to-Case. They want to reduce the number of spam cases without losing legitimate customer emails. What should they do?

   • ASwitch to Web-to-Case, as it is not susceptible to spam.
   • BDisable Email-to-Case and use a custom Apex solution to filter emails.
   • CIncrease the email size limit to allow more emails through.
   • DEnable the 'Email-to-Case' spam filter and configure it to block emails from known spam domains.
   Reveal Solution Discussion Select an answer first
4. 13expert · hard

   A company has both a website and a customer support email address. They want to capture support requests from both channels. For the website, they need to capture a custom field for 'Product Serial Number'. For email, they want to automatically attach email threads and attachments to cases. They also want to route cases to different queues based on the product line. What is the most efficient configuration?

   • AUse only Email-to-Case for both channels by having customers email their requests.
   • BUse only Web-to-Case for both channels by embedding the form in an email.
   • CImplement Web-to-Case for the website with the custom field, and Email-to-Case with separate routing addresses for each product line for email.
   • DUse Web-to-Case for both channels and configure it to parse email threads.
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5. 14foundation · easy

   Which component of Email-to-Case determines the Salesforce address that customers send emails to?

   • ASupport Settings
   • BEmail Service
   • CCase Assignment Rule
   • DRouting Address
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6. 15application · medium

   A support agent is working on a case that was created from an email. The customer sends a reply with an attachment. The agent wants to ensure that the reply and attachment are added to the existing case, not a new case. What should the agent do?

   • AManually attach the reply and attachment to the case after they are received.
   • BEnsure the customer replies to the email that contains the thread ID in the subject line.
   • CAsk the customer to create a new email and include the case number in the subject.
   • DConfigure the routing address to use the customer's email address for matching.
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