Service-Con-201 Case Management Practice Question
An administrator is configuring Email-to-Case and wants to ensure security and compliance when handling customer emails. Which THREE configurations or capabilities are supported? Choose 3 options.
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
✓
Using Transport Layer Security (TLS) for secure email transmission with On-Demand Email-to-Case.
Email-to-Case supports thread ID tracking, secure TLS connections for On-Demand, and blocking specific spam addresses.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Using Transport Layer Security (TLS) for secure email transmission with On-Demand Email-to-Case.
Why this is correct
On-Demand Email-to-Case supports TLS encryption for secure email delivery.
- ✓
Blocking specific email addresses or domains from creating cases automatically.
Why this is correct
Administrators can configure Blocked Addresses in Email-to-Case settings.
- ✓
Including Thread IDs in outgoing emails to automatically associate customer replies with the correct existing case.
Why this is correct
Thread IDs enable accurate email threading back to existing cases.
- ✗
Automatic decryption of customer hard drives via email attachment processing.
Why it's wrong here
Salesforce cannot decrypt external customer hard drives.
- ✗
Native quarantine of malware attachments directly inside standard Case record page layouts without third-party tools.
Why it's wrong here
Advanced malware quarantine typically requires third-party email security gateways or advanced cloud security tools, not native case layout quarantine.
About these practice questions
This Service-Con-201 question is part of Courseiva's 321-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 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.