Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue?

The most direct and efficient method to stop all case ownership change emails is to modify the global setting within Salesforce. The "Notify Case Owners when Case Ownership Changes" option in Support Settings is a system-wide control specifically designed for this purpose. Disabling this setting ensures that no agent receives an email notification when they are assigned a case, resolving the issue of excessive emails without requiring custom development or relying on inconsistent user behavior.

A. Creating a screen flow is an unnecessarily complex custom solution. A standard, declarative setting already exists to address this requirement, which is the preferred approach over building custom automation.

C. Instructing users to uncheck a box is not a reliable or scalable solution. It is prone to human error, and agents can easily forget, leading to the continuation of the problem.

1. Salesforce Help Documentation, Customize Support Settings: This document details the available settings for case management. It explicitly lists the "Notify Case Owners when Case Ownership Changes" checkbox and describes its function: "Select this option to automatically send an email to a user or queue when they are assigned a case." Disabling this setting directly achieves the desired outcome. (Accessed under Service > Service Cloud Basics > Customize Support Settings).

2. Salesforce Help Documentation, Assign Cases: This document describes the manual process of changing a case owner. It notes the "Send notification email" checkbox that appears during a manual owner change. This confirms the existence of the user-dependent action described in option C, which is less effective than the global setting in option B for enforcing a company-wide policy. (Accessed under Service > Cases > Manage Cases).