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 me

The correct answer is A. Web-to-Case D. Email-to-Case. Both Web-to-Case and Email-to-Case enable customers to create cases without agent involvement - true self-serve options. Web-to-Case generates an HTML form that can be embedded on a website; when submitted, it automatically creates a Case in Salesforce. Email-to-Case converts inb

Sales and Service Cloud Applications

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

AWeb-to-Case
BCase Escalation
CCase Queues
DEmail-to-Case

How the community answered

(56 responses)

A
84% (47)
B
11% (6)
C
5% (3)

Explanation

Both Web-to-Case and Email-to-Case enable customers to create cases without agent involvement - true self-serve options. Web-to-Case generates an HTML form that can be embedded on a website; when submitted, it automatically creates a Case in Salesforce. Email-to-Case converts inbound customer emails into Cases automatically. Both require no manual agent action to generate the case record. Case Escalation is a rule that reassigns or escalates existing cases based on age/criteria - it does not create cases. Case Queues are used to organize and distribute cases among agents, not to generate them from customer input.

Topics

#Web-to-Case#Email-to-Case#Case Management#Self-Service

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