At Cloud Kicks, cases are being assigned a default Case Owner and showing a Created By and Last Modified By that is not expected. The company wants to change this to an integration user to alleviate…

The correct answer is D. Support Settings. Support Settings (Setup > Service > Support Settings) is where administrators configure the Default Case Owner - the user or queue automatically assigned ownership of cases created through automated channels such as Email-to-Case, Web-to-Case, or integrations. Changing this…

Submitted by cyberguy42· Apr 18, 2026Service and Support Applications

Question

At Cloud Kicks, cases are being assigned a default Case Owner and showing a Created By and Last Modified By that is not expected. The company wants to change this to an integration user to alleviate confusion with the business. What should a Platform Administrator edit to change this in Salesforce?

Options

AProcess Automation Settings
BDebug Logs
CSupport Processes
DSupport Settings

How the community answered

(30 responses)

A
3% (1)
B
3% (1)
D
93% (28)

Explanation

Support Settings (Setup > Service > Support Settings) is where administrators configure the Default Case Owner - the user or queue automatically assigned ownership of cases created through automated channels such as Email-to-Case, Web-to-Case, or integrations. Changing this setting to an integration user ensures that newly created cases show the expected owner. The 'Created By' and 'Last Modified By' fields reflect the user context under which the case was created or modified, which is also tied to the integration user running the process. Process Automation Settings (A) controls things like the default workflow user. Debug Logs (B) are for troubleshooting. Support Processes (C) define case status picklist values, not ownership.

Topics

#Case Management#Support Settings#Default Case Owner#Automated Case User

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