ADM-201 · Question #76
Northern Trail Outfitters converts support requests submitted through its website with web-to-case. The support team wants an email automatically sent to the customer containing the password reset…
The correct answer is C. Auto-response rule. To automatically send password reset instructions to customers when specific keywords appear in a web-to-case subject, an administrator should configure an auto-response rule.
Question
Northern Trail Outfitters converts support requests submitted through its website with web-to-case. The support team wants an email automatically sent to the customer containing the password reset instructions when the case subject contains the words 'forgot" and 'password". What should the administrator configure to meet this requirement?
Options
- AEscalation rule
- BEmail-to-case
- CAuto-response rule
- DOmni-Channel
How the community answered
(28 responses)- A4% (1)
- B14% (4)
- C71% (20)
- D11% (3)
Why each option
To automatically send password reset instructions to customers when specific keywords appear in a web-to-case subject, an administrator should configure an auto-response rule.
Escalation rules are used to reassign cases and/or notify users when a case is not resolved within a specified time, not to send initial customer responses.
Email-to-Case is a feature that creates cases from incoming emails, not a tool for sending automatic customer responses based on case content.
Auto-response rules are specifically designed to send an automatic email reply to customers when a case is created through channels like Web-to-Case, based on predefined criteria, such as keywords in the case subject. This ensures immediate acknowledgment and information delivery.
Omni-Channel is a routing system that pushes work items to agents, not an automation tool for sending automated customer emails.
Concept tested: Web-to-Case auto-response rule functionality
Source: https://help.salesforce.com/s/articleView?id=sf.web_to_case_auto_response_rules.htm&type=5
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