SF-Admin Service and Support Applications Practice Question
Universal Containers uses Email-to-Case so that messages sent to support@universalcontainers.com create cases. The support manager reports that when customers reply to an existing case email thread, duplicate cases are sometimes created instead of the reply being threaded onto the original case. The administrator verifies that Email-to-Case is configured and that the case thread identifier is present. Which action should the administrator take to resolve the duplicate case creation?
⚠ Common exam trap
The trap here is assuming threading depends on a case number the customer types, when it actually relies on the routing address or thread token Salesforce inserts automatically.
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
✓
Verify that the reply is being sent to the exact routing address (Email Services Address) that Salesforce generated for the case, not a forwarded or altered address.
Email-to-Case links a reply to its original case by recognizing the routing address Salesforce embedded in the outbound message or the thread token in the subject line. When customers forward the email or a mail system rewrites the address, that token is lost and the reply arrives as a brand-new message, producing a duplicate case. Confirming the reply travels to the original routing address restores proper threading.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable the 'Insert Thread ID in Subject' option in Email-to-Case settings.
Why it's wrong here
Inserting the thread ID into the outbound subject is what allows replies to be matched back to the original case. If the setting were disabled, that would explain why threading fails, but the scenario states the thread identifier is already present. Enabling an already-active setting would not address the duplicate creation the manager is reporting.
- ✗
Ask customers to always include the case number in the body of their reply email.
Why it's wrong here
Email-to-Case matches replies using the case thread token in the subject or the routing address embedded in the message, not a case number the customer types manually. Requiring customers to copy a case number into the body is unreliable and does not use the mechanism Salesforce actually reads when deciding whether a message belongs to an existing case.
- ✓
Verify that the reply is being sent to the exact routing address (Email Services Address) that Salesforce generated for the case, not a forwarded or altered address.
Why this is correct
Email-to-Case threads replies by matching the routing address embedded in the outgoing message's headers or the thread token in the subject. If the customer replies to a forwarded copy, or the address is rewritten by a mail gateway, the reply arrives at the general support address with no matching token and a new case is created. Confirming the original routing address is used resolves the duplicates.
- ✗
Increase the Email-to-Case attachment size limit so replies with large signatures are accepted.
Why it's wrong here
Attachment size limits determine whether a message and its files are accepted or rejected; they do not influence whether a reply threads onto an existing case. A message that exceeds the size limit would fail to create any case at all, not create a duplicate, so this setting cannot explain or fix the reported behavior.
Visual reference
About these practice questions
This SF-Admin question is part of Courseiva's 202-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Salesforce exam blueprint
This SF-Admin 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 SF-Admin exam.