ADM-201 Question #248: Real Exam Question with Answer & Explanation

Question

Northern Trail Outfitters wants emails received from customers to generate cases automatically. How should the administrator ensure that the emails are sent to the correct queue?

Options

• ACreate an Escalation Rule to send cases to the correct queue.
• BUse a custom email service to set the owner of the case upon creation.
• CConfigure Email-to-Case so emails are delivered to the correct queue.
• DUtilize a flow to Identify the correct queue and assign the case.

Explanation

To automatically generate cases from customer emails and assign them to the correct queue, the administrator should configure Email-to-Case.

Common mistakes.

• A. An Escalation Rule is used to reassign or notify users for cases that have been open for too long, not for initial assignment upon creation.
• B. A custom email service involves writing Apex code for advanced programmatic email processing, which is an overly complex solution for a standard requirement that Email-to-Case handles declaratively.
• D. While a Flow could be used to reassign cases after creation, Email-to-Case directly handles the initial creation and assignment to the correct queue more efficiently as part of its core functionality.

Concept tested. Email-to-Case configuration for assignment

Reference. https://help.salesforce.com/s/articleView?id=sf.email_to_case_setup.htm&type=5

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