Service-Con-201 Service Cloud Solution Design Practice Question
A service team receives customer emails that frequently reference existing cases. The organization wants incoming emails to automatically attach to the correct open case rather than creating duplicate cases. How should this be configured?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Configure Email-to-Case threading settings to match inbound emails using subject line tokens and headers.
Email-to-Case threading behavior can be configured to use In-Reply-To email headers and subject line tokens to match inbound emails to existing cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use Macros to merge duplicate cases after creation.
Why it's wrong here
Macros clean up duplicates post-creation, but do not prevent duplicate case creation from inbound email threads.
- ✗
Set up Apex email services with custom regex parsing for case numbers.
Why it's wrong here
Custom Apex email services are unnecessary when declarative Email-to-Case threading options exist.
- ✗
Rely solely on standard Assignment Rules to reassign emails.
Why it's wrong here
Assignment rules determine case ownership, they do not parse incoming email threading.
- ✓
Configure Email-to-Case threading settings to match inbound emails using subject line tokens and headers.
Why this is correct
Native Email-to-Case threading automatically associates inbound replies to the correct parent case.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.