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

Question

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.
• CUtilize a flow to identify the correct queue and assign the case.
• DConfigure Email-to-Case so emails are delivered to the correct queue.

• A
  5% (2)
• C
  3% (1)
• D
  93% (37)

Explanation

Email-to-Case is the native Salesforce feature designed to automatically create cases from inbound emails. During configuration, administrators set up routing addresses - each routing address can be associated with a specific queue, ensuring that emails sent to a given address automatically generate cases owned by the correct queue. This is the direct, built-in solution for the requirement. Escalation rules (A) act after case creation. Custom email services (B) require code. Flows (C) can reassign cases but add unnecessary complexity when Email-to-Case routing handles it natively.

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