Universal Container wants customers to be able to open cases from a public-facing website. What should the app builder use to enable visitors to the…

Web-to-Case is the standard Salesforce feature designed specifically to address this requirement. It generates an HTML form that can be embedded directly into a public-facing website. When a visitor submits the form, a new case record is automatically created in the Salesforce org. This provides a simple, declarative way to capture customer support requests from a website without requiring visitors to log in.

A. Outbound message: This is an integration tool used to send information from Salesforce to an external system when a record is created or updated, not to capture information from a website.

C. Screen flow: While a screen flow can be exposed on a website (e.g., via an Experience Cloud site), it is a more complex solution. Web-to-Case is the purpose-built, simpler feature for this specific use case.

D. Email-to-case: This feature creates cases from inbound emails sent to a designated address. It does not involve a form on a public website for case submission.

1. Salesforce Help: Set Up Web-to-Case.

Quote: "Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case."

Section: "Web-to-Case"

2. Salesforce Help: Web-to-Case Guidelines and Limitations.

Quote: "Web-to-Case lets you capture cases from your own website... Salesforce creates a case and prepopulates the case fields using the information your customer entered."

Section: "Web-to-Case Guidelines and Limitations"

3. Salesforce Help: Email-to-Case.

Quote: "Email-to-Case... automatically create cases and auto-populate case fields when customers send messages to the email addresses you specify."

Section: "Email-to-Case"

4. Salesforce Help: Outbound Messages.

Quote: "An outbound message sends information to a designated endpoint, like an external service. Outbound messages are configured in Setup."

Section: "Outbound Messages"