Which solution should be recommended for managing email traffic within a company's firewall for support agents?

The recommended solution for managing email traffic within a company's firewall for support agents is Email-to-Case. This option allows organizations to create support cases directly from incoming emails while also keeping those emails secure and within the corporate firewall. By implementing Email-to-Case, companies can maintain control over their email communications without exposing sensitive information to external systems.

Additionally, Email-to-Case provides the ability to customize case creation rules, auto-response functionalities, and case assignment mechanisms, making it a robust solution for managing customer support inquiries effectively. It is well-suited for environments where compliance and data security are paramount, as it can be integrated seamlessly with existing on-premises systems.

The other options, while useful in different contexts, do not provide the same level of control and security when managing email traffic behind a firewall. On-Demand Email-to-Case, for instance, operates in a cloud environment and may not fulfill the same security requirements. Connect for Outlook is designed for integrating Salesforce with Outlook for better customer engagement but does not specifically address case creation from emails. Web-to-Case is focused on capturing inquiries through web forms rather than managing email traffic directly. Therefore, Email-to-Case stands out as the most appropriate choice for the scenario presented.