Which approach should be taken to handle large email attachments in the case management process?

Using Email-to-Case is the most appropriate approach for handling large email attachments in the case management process. This feature allows users to automatically create cases from incoming emails, including any attachments. While there are limitations in terms of attachment size set by the organization or service provider, Email-to-Case provides the capability to directly handle and capture those attachments as part of the case record, making it easier for support teams to manage inquiries that include large files.

This approach is particularly beneficial in environments where support needs to reference documents, images, or other materials that customers might send in relation to their issues. It streamlines the process of case creation and ensures that relevant information is readily available in Salesforce alongside the case itself, thereby enhancing the support experience.

In contrast, the other approaches have limitations. For instance, On-Demand Email-to-Case generally has stricter attachment size limits and may not support as many features as the full Email-to-Case solution. Consolidating multiple emails might misplace or overlook potentially critical attachments, and limiting attachment size could hinder customer communication by preventing them from sending necessary documentation for their inquiries.