Which customer requirement necessitates the use of Email-to-Case over On-Demand Email-to-Case?

Email-to-Case is designed to create cases from incoming emails in Salesforce, while On-Demand Email-to-Case offers a more streamlined, cloud-based version. One key distinction between the two options is their handling of email attachments.

The correct choice highlights the capability of Email-to-Case to manage email attachments larger than 10 MB, which is a critical requirement for businesses dealing with large files sent via email. This capability means that organizations with customers frequently sending large documents, images, or files can effectively track and respond to those communications through their case management system without losing important information.

In contrast, On-Demand Email-to-Case has a limitation on the size of attachments, capping them at 10 MB. This limitation can be a significant hindrance for businesses that require the ability to accept larger files for efficient case resolution. Therefore, when a customer needs support for larger email attachments, Email-to-Case becomes the indispensable choice to ensure all pertinent data is captured in the case.

Understanding these differences allows organizations to select the appropriate solution based on their specific needs, ensuring effective case management and customer service.