Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customer log then from an automated channel?

Case team routing, often facilitated by Omni-Channel or skills-based routing, enables cases to be automatically directed to agents possessing the required skills or expertise matching the case's product line. This ensures that the most qualified agents own cases directly, optimizing the support workflow.

Case escalation rules are used to escalate cases that haven't met resolution targets, not for initial skill-based assignment.

Assignment rules distribute records based on predefined criteria to users or queues, but they do not inherently perform dynamic routing based on agent skills in the same way as skills-based routing.

Workflow rules automate actions like field updates or email alerts, but they do not directly route cases to agents based on their individual skills.

A field update is a specific action within an automation tool, not a feature for routing cases based on agent skills.