ADM-201 - Service and Support Applications (10% of the exam) - Section 4.1

Configure case management, including case fields, case feed, web-to-case, email-to-case, and the support channels that capture customer cases.

Configure cases to capture customer issues through web-to-case, email-to-case, and other channels, using case fields, queues, and case feed to track resolution. Recognise the differences between the support channels and how routing them into queues or owners affects ownership and visibility.

CasesWeb-to-caseEmail-to-caseCase feedQueues

Practice question for this objective

Free sampleService and Support Applicationsmedium

At Yallingup Outdoors, the support team wants customers to log cases directly from a form on the company's public website without needing a login. The administrator must capture the submitter's name, email, subject, and description into new Case records, and prospective customers who are not yet in Salesforce should still be able to submit. Which support channel should the administrator configure to meet this requirement?

AEmail-to-Case, publishing the routing address on the website so visitors send an email that becomes a case
BWeb-to-Case, generating the HTML form from Setup and embedding it on the public website Correct
CA screen flow embedded in an Experience Cloud site that the customer signs into before logging the case
DAn assignment rule that creates a case whenever a marketing email is opened by a website visitor

Recognise that Web-to-Case captures cases from anonymous public website visitors through an HTML form without requiring a login. Web-to-Case generates an HTML form whose submissions are received by Salesforce and turned into Case records, so unauthenticated website visitors can log cases without any Salesforce or portal credentials.

Why A is wrong: Email-to-Case does capture cases from external senders, but it relies on the customer composing an email rather than completing the described web form, so it does not meet the on-page form requirement.

Why B is correct: Web-to-Case produces an HTML form that anonymous website visitors can submit, creating Case records without a Salesforce login, which matches the requirement exactly.

Why C is wrong: A screen flow can create cases, but requiring the customer to sign in to an Experience Cloud site contradicts the need for anonymous submission without a login.

Why D is wrong: Assignment rules route cases after they exist and cannot create records from web activity, so this neither captures the form nor generates the case.

See more ADM-201 practice questions, answers explained.

Exam traps in Service and Support Applications

Answers that look right on this material and are not. Each one is a distractor from a different question in the ADM-201 bank for this domain.

Web-to-Case creates cases from messages sent to a routing address, while Email-to-Case captures cases from a form hosted on the company website.
Why it is wrong: This reverses the two features. Web-to-Case uses a website form and Email-to-Case uses routing addresses, so the mapping described here is backwards and wrong.
A validation rule on the Case object that blocks saving when the related Account has no active contract record.
Why it is wrong: It enforces a check at save time, but a validation rule only tests fields you point it at and does not model support terms, coverage dates, or per-product eligibility.
It replaces case assignment rules by deciding automatically which agent or queue each new case should be routed to.
Why it is wrong: Routing is handled by assignment rules, not the feed; Case Feed is a presentation of activity and actions, so this confuses two unrelated features.

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