ADM-201 · Question #182
DreamHouse Realty regularly processes customer requests for warranty work and would like to offer customers a self-serve option to generate cases. Which two solutions should an administrator use to…
The correct answer is C. Email-to-Case D. Web-to-Case. To enable customers to self-serve and generate cases for warranty work, administrators can implement Email-to-Case or Web-to-Case functionality.
Question
DreamHouse Realty regularly processes customer requests for warranty work and would like to offer customers a self-serve option to generate cases. Which two solutions should an administrator use to meet this request? Choose 2 answers
Options
- ACase Escalation
- BCase Queues
- CEmail-to-Case
- DWeb-to-Case
How the community answered
(24 responses)- B4% (1)
- C96% (23)
Why each option
To enable customers to self-serve and generate cases for warranty work, administrators can implement Email-to-Case or Web-to-Case functionality.
Case Escalation automates the escalation of cases based on predefined criteria (e.g., time elapsed), but it does not provide a mechanism for customers to create cases themselves.
Case Queues are used to manage and route incoming cases to groups of agents, but they do not facilitate the initial creation of cases by customers.
Email-to-Case allows customers to send an email to a designated address, which Salesforce then automatically converts into a case, providing a convenient self-service option.
Web-to-Case provides an HTML form that can be embedded on a company website, allowing customers to submit their requests directly, which are then automatically converted into cases in Salesforce.
Concept tested: Customer self-service case creation
Source: https://help.salesforce.com/s/articleView?id=sf.web_to_case_set_up.htm&type=5
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