CRT-101 · Question #189
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?
The correct answer is D. Configure Email-to-Case so emails are delivered to the correct queue. Email-to-Case is the native Salesforce feature that automatically converts inbound emails into cases and routes them to a specified queue based on the email routing address configured.
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
- AUtilize a flow to identify the correct queue and assign the case.
- BUse a custom email services to set the owner of the case upon creation.
- CCreate an Escalation Rules to send cases to the correct queue.
- DConfigure Email-to-Case so emails are delivered to the correct queue
How the community answered
(30 responses)- A7% (2)
- B3% (1)
- C3% (1)
- D87% (26)
Why each option
Email-to-Case is the native Salesforce feature that automatically converts inbound emails into cases and routes them to a specified queue based on the email routing address configured.
Using a Flow to assign a case to a queue adds unnecessary complexity when Email-to-Case handles routing natively through its routing address configuration.
Custom Email Services require Apex code development and are a more complex solution than the declarative Email-to-Case configuration.
Escalation Rules escalate existing open cases that meet time-based or field criteria - they do not route or create cases from incoming emails.
Email-to-Case allows administrators to configure one or more routing addresses, each mapped to a specific case queue or user. When a customer sends an email to a routing address, Salesforce automatically creates a case and assigns it to the associated queue. This native configuration requires no additional code or flow logic and is the purpose-built solution for this requirement.
Concept tested: Email-to-Case routing address queue assignment
Source: https://help.salesforce.com/s/articleView?id=sf.customizesupport_email.htm
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