What does the Email-to-Case functionality allow customers to do?

Email-to-Case functionality is designed specifically to enhance customer support by allowing customers to correspond with support agents via email. This feature automatically converts incoming emails from customers into support cases in Salesforce. By doing so, it streamlines the support process, ensuring that customer inquiries, issues, or requests are logged and tracked in the system without manual input from agents.

This capability helps organizations manage customer interactions more efficiently, as it allows support agents to respond to inquiries directly from their case management interface, ensuring a timely and organized method of communication. The automation of case creation also minimizes the risk of errors that can happen with manual entry, thus improving operational efficiency in handling customer support.

The other choices do not align with the primary function of Email-to-Case. While they may represent different customer service avenues, they don't pertain to the core capability that Email-to-Case provides.