How should a Consultant accomplish this?

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?
A . Standard Email-to-Case with assignment rules
B . Lightning Email with web routing prioritization
C . Omni-Channel with prioritized queues
D . Standard Web-to-Case with assignment rules

View Answer

Answer: D

Explanation:

Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line.

Web-to-Case enables customers to submit cases from a company’s website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line.

Verified Reference:

https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5:

https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5