Which two actions should an administrator perform with Case escalation rules? Choose 2 answers

While escalation rules address overdue cases, they do not directly change the Case Priority; instead, they focus on reassignment and notification to prompt resolution based on existing priority.

Case escalation rules are designed for unresolved or overdue open cases and do not have the functionality to re-open a closed case.

An essential action of Case escalation rules is to automatically re-assign an unresolved case to a different user, queue, or even a manager after defined escalation times, ensuring timely handling. This routes the case to the appropriate team or individual for higher-level attention.

Case escalation rules can be configured to send automated email notifications to specific users, case owners, managers, or other relevant stakeholders when a case escalates, informing them of the overdue case. This keeps teams informed and prompts action on critical cases.