Salesforce Certified Service Cloud Consultant — Question 40

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

Answer options

• A. Standard Email-to-Case
• B. Omni-Channel routing
• C. Web-to-Case forms
• D. On-Demand Email-to-Case

Correct answer: D

Explanation

The On-Demand Email-to-Case method is suitable as it can efficiently manage a high volume of cases and supports document attachments. The Standard Email-to-Case option may not handle the same volume as effectively, while Omni-Channel routing focuses on case distribution rather than creation. Web-to-Case forms are limited in their ability to manage attachments as effectively as On-Demand Email-to-Case.