Concerns regarding Web-to-Case forms with and without reCAPTCHA.

Below are the consideration that we need to follow in order to test and setup the Web-to-Case functionality correctly.

• We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service agents’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case.
• If Require ReCAPTCHA Verification is selected on the Web-to-Case page in Setup, complete the reCAPTCHA fields. If you select that option after having already generated the HTML code, generate the code again to ensure that it includes the reCAPTCHA validation code else the cases will not get created with previous webforms where the reCAPTCHA code is not included.
• However, if you have included the ReCAPTCHA Verification in your code and there is a requirement to create a new webform without having the reCAPTCHA, you can simply disable the Require ReCAPTCHA Verification from Web-to-Case Settings and deselect Include reCAPTCHA in HTML from Web-to-Case HTML Generator page. It will not affect your previous webforms.
• If the above mentioned setting is disabled and if someone inspects your webpage where you have included the webform with reCAPTCHA and removed the code that is involved for reCAPTCHA and tries to submit the case, the cases will be created using this modified webform as the HTML form is not under Salesforce's control.
• You can also include codes within your page as an alternative in order to prevent users from inspecting your page for security concerns if you have any. These codes should be available online.
• The Web-to-Case HTML Generator if used for testing purpose then it should not include the reCAPTCHA verification if you are just copying the code, pasting it in any text editor and saving it with .html extension as it will show error for loading the reCAPTCHA. You should be pasting the code in your customised web page code or you can include that in a VisualForce Page as well in order for reCAPTCHA to work.

The above considerations are mentioned after observing the behaviour of using Web-to-Case with reCAPTCHA. This is not something that Salesforce provides support on as it is not considered as a part of our Services for purposes of the Salesforce Main Services Agreement. We can check if the issues with standard Web-to-Case functionality using the HTML Generator. If the issue involves code then it has to be looked by the internal developer team of the affected Org.