To handle high-volume inquiries via free-form email with large attachments, which solution fits best?

• A. Web-to-Case
• B. On-Demand Email-to-Case
• C. Customer Chatter groups
• D. Email-to-Case

Answer: (C)

When dealing with a flood of inbound emails that include large file attachments, the goal is a scalable way to turn those messages into trackable cases while preserving all attachments. The best fit is a Salesforce-hosted email-to-case option. It automatically converts incoming emails into cases, handles attachments within the platform, and scales with volume without requiring you to maintain an on‑premises gateway. You can also set up routing, auto-assignment, and escalation rules to keep the workload organized as demand grows.

Web-to-Case is oriented toward form submissions on a website, with volume limits and less support for free-form emails and large attachments. An on-premises Email-to-Case requires managing a gateway server, which adds maintenance and can bottleneck in high-volume scenarios. Customer Chatter Groups are designed for collaboration and customer engagement, not for robust inbound email processing and case management, so they don’t provide the same tracking, SLA, and reporting capabilities needed for high-volume inquiries.