Case intake: Web-to-Case, Email-to-Case and portals
How to pick and design the asynchronous intake channels that create cases: Web-to-Case forms (setup steps, 5,000-a-day limit, reCAPTCHA, default owner, no attachments), Email-to-Case routing addresses, limits and threading, and Experience Cloud self-service with contact requests and a Channel Menu.
Given business process requirements, recommend the appropriate approach to intake channels and their design.
~7 min read · 9 practice questions ·
What the exam expects
- Recommend an intake channel from the requirement: volume, whether the customer must log in, attachments, spam risk and the data reps need.
- Prepare and publish a Web-to-Case form: fields, response template, queues, an active assignment rule, a Default Case Owner, reCAPTCHA v2.
- Explain when Email-to-Case creates a case, how routing addresses and threading work, and its limits.
- Use an Experience Cloud self-service site as intake: Knowledge first, contact requests, a Channel Menu.
- Pick the Omni-Channel routing type that fits how reps are organized once work arrives.
Key terms: Web-to-Case (an HTML form generated in Setup that creates cases); Email-to-Case (turns emails sent to support addresses into cases); routing address (a support address that redirects mail to the Salesforce email services address); Default Case Owner (the user or queue that gets web and email cases no assignment rule entry matches); contact request (a site form asking support to get in touch).
Key facts
- Detail
- Up to 5,000 cases per day, more on request
- Detail
- No attachments, no rich text fields
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- Every web case goes to the Default Case Owner
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- v2 only; unverified requests create no case; regenerate HTML after enabling
- Detail
- Add the hidden debug input, remove it before publishing
- Detail
- Routing address in To, CC or BCC
- Detail
- Select it unless a custom solution keeps mail inside your firewall; the installed Email-to-Case agent is unsupported
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- Can't be disabled after enabling
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- Under 25 MB including attachments
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- One; several create duplicate cases
Sources for this section (9)
- Provide Web Forms with Web-to-Casehelp.salesforce.com (opens in a new tab)
- Prepare for Web-to-Casehelp.salesforce.com (opens in a new tab)
- Prevent Spam Cases with reCAPTCHAhelp.salesforce.com (opens in a new tab)
- Generate Your Web-to-Case Formhelp.salesforce.com (opens in a new tab)
- Set Up Email-to-Casehelp.salesforce.com (opens in a new tab)
- Configure Email-to-Casehelp.salesforce.com (opens in a new tab)
- Turn On Email-to-Casehelp.salesforce.com (opens in a new tab)
- Email-to-Case Limitshelp.salesforce.com (opens in a new tab)
- Email-to-Case Considerationshelp.salesforce.com (opens in a new tab)
- Why must a Default Case Owner be set even when an assignment rule is active?
- When does an inbound email create a case?
- Why ask customers to put only one routing address on an email?
- What happens to a Web-to-Case submission without reCAPTCHA verification once Require reCAPTCHA Verification is on?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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