Salesforce Certified Service Cloud Consultant — Question 23

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer.

Which two features should the consultant suggest? (Choose two.)

Answer options

• A. Standard Email-to-Case
• B. Apex Email Service
• C. Web-to-Case forms
• D. On-Demand Email-to-Case

Correct answer: B, D

Explanation

The Apex Email Service (B) allows for custom processing of incoming emails, making it suitable for handling a high volume of cases with attachments. On-Demand Email-to-Case (D) can also handle cases efficiently without needing additional infrastructure. Standard Email-to-Case (A) and Web-to-Case forms (C) may not provide the same level of scalability or customization needed for the specified requirements.