What will occur when a case is created from an Incoming email?

An auto-response rule sends en email using Template when the field Case Source Is ’email’ and Template when Case Source is blank. A Process Builder updates Case Source to ’email’ when a case is created using Email-to-Case and to web’ when a case Is created using Web-to-Case. Otherwise, Case Source Is blank.

What will occur when a case is created from an Incoming email?
A . Case Source updates to ’email’ and an email is sent out using Template2.
B . An email is sent out using Template and then Case Source updates to email’.
C . An email la sent out using Template and then Case Source updates to ’email’.
D . Case Source updates to email and an email Is sent out using Template1.

View Answer

Answer: A

Explanation:

Case Source updates to ‘email’ before the record is saved because the Process Builder runs before the auto-response rule. Then, an email is sent out using Template2 because the auto-response rule evaluates the Case Source value after it is updated by the Process Builder and matches the criteria for Template2