A support team wants to automatically create cases from customer emails and keep the entire email conversation attached to the case. They also want attachments from the emails to be available on the case. Which configuration should they use?

Set up an Email-to-Case routing address and enable the 'Attach emails to case' and 'Attach attachments to case' options.

Use Email-to-Case but only enable the 'Attach emails to case' option, ignoring attachments.

Use Web-to-Case and configure the form to include a file upload field for attachments.

Create a custom Apex trigger to parse incoming emails and create cases with attachments.

What is the purpose of a support process in the context of case creation?

To determine which fields are visible on the case page layout

To define the picklist values for case status and the order they can be selected

To specify the email template used for case notifications

To assign cases to queues automatically

A company is concerned about the security of their Web-to-Case form. They want to prevent malicious users from submitting fake cases. What should they implement?

Enable reCAPTCHA on the Web-to-Case form.

Restrict the Web-to-Case form to authenticated users only.

Add a hidden field to the form that only legitimate users know.

Use Email-to-Case instead, as it is more secure.

SalesforceCertified Agentforce Service Consultant

Domain 5Objective 2

Differentiate Between the Available Email-To-Case and Web-To-Case Solutions and Explain How to Configure Each. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Part of the INTERACTION CHANNELS domain, which accounts for 9% of the AGENTFORCE-SERVICE-CONSULTANT exam.

21questions here

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9%of the exam

Questions 16–20

16application · medium
A support team wants to automatically create cases from customer emails and keep the entire email conversation attached to the case. They also want attachments from the emails to be available on the case. Which configuration should they use?
Select an answer first
17foundation · easy
What is the purpose of a support process in the context of case creation?
Select an answer first
18foundation · easy
A company wants customers to create cases by sending an email from their own email clients. Which Salesforce solution should be used?
Select an answer first
19application · medium
A company is concerned about the security of their Web-to-Case form. They want to prevent malicious users from submitting fake cases. What should they implement?
Select an answer first
20foundation · easy
Which solution requires embedding an HTML form on an external website to capture case information?
Select an answer first

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Differentiate Between the Available Email-To-Case and Web-To-Case Solutions and Explain How to Configure Each. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Questions 16–20

A support team wants to automatically create cases from customer emails and keep the entire email conversation attached to the case. They also want attachments from the emails to be available on the case. Which configuration should they use?

What is the purpose of a support process in the context of case creation?

A company wants customers to create cases by sending an email from their own email clients. Which Salesforce solution should be used?

A company is concerned about the security of their Web-to-Case form. They want to prevent malicious users from submitting fake cases. What should they implement?

Which solution requires embedding an HTML form on an external website to capture case information?

Keep studying — INTERACTION CHANNELS