Question

A support manager wants customers who submit cases through the company's Web-to-Case form to immediately receive an email confirming their case was received, with different acknowledgment templates depending on the product selected on the form. What should the administrator configure to meet this requirement?

Accepted Answer

An auto-response rule with multiple rule entries that evaluate the case's product field and send the matching email template

Answer

An escalation rule with time-dependent actions that send an email based on the product

Answer

An assignment rule that routes the case to a queue whose members reply to the customer

Answer

A workflow field update that changes the case status and triggers a standard email alert