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