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Question 89 - Certified Administrator discussion

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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?

A.
Utilize a flow to identify the correct queue and assign the case.
Answers
A.
Utilize a flow to identify the correct queue and assign the case.
B.
Use a custom email services to set the owner of the case upon creation.
Answers
B.
Use a custom email services to set the owner of the case upon creation.
C.
Create an Escalation Rules to send cases to the correct queue.
Answers
C.
Create an Escalation Rules to send cases to the correct queue.
D.
Configure Email-to-Case so emails are delivered to the correct queue
Answers
D.
Configure Email-to-Case so emails are delivered to the correct queue
Suggested answer: D

Explanation:

Email-to-Case allows administrators to set up routing addresses that automatically create cases from incoming emails and assign them to queues based on predefined criteria. This way, emails from customers can generate cases automatically and be sent to the correct queue. A flow is a tool for building automated processes, but it is not designed for email routing. A custom email service is a way to process inbound emails using Apex code, but it requires coding skills and is more complex than Email-to-Case. An escalation rule is a way to escalate cases based on certain conditions, but it does not create cases from emails or assign them to queues.

Reference: https://help.salesforce.com/s/articleView?id=sf.customize_email2case.htm&type=5

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asked 23/09/2024
Quoc Nguyen
43 questions
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