Which solution should be chosen to keep inbound emails inside the firewall when handling 200 agents across time zones?

• A. Web-to-Case
• B. Salesforce for Outlook
• C. Email-to-Case
• D. On-Demand Email-to-Case

Answer: (C)

To keep inbound emails inside the firewall, you want an integration that processes mail entirely within your own network. Email-to-Case with the on-premises agent is designed for this: you install a small service on a server inside your firewall that retrieves messages from your mail system, creates cases in Salesforce, and communicates with Salesforce over a secure connection. Because the mail never leaves your network, it satisfies security and compliance needs while supporting large teams across time zones.

Web-to-Case relies on a web form, not email, so it doesn’t address inbound mail at all. Salesforce for Outlook focuses on integrating email with Outlook and may route data through external servers, not keeping all mail processing inside your firewall. On-Demand Email-to-Case is hosted by Salesforce, so inbound mail goes to Salesforce’s servers rather than staying within your network, which conflicts with the requirement to keep mail inside the firewall.