Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours after case creation. Which feature should an administrator use to…

Formula fields are used to display calculated read-only values on a record and cannot trigger automated notifications or monitor case aging.

Case Escalation Rules are designed for automated reassignment or notification when cases are not resolved within a specified time, focusing on overall resolution rather than specifically monitoring 'awaiting response' via a real-time supervisor console.

Omni-Channel Supervisor provides real-time visibility into active work items, agents, and queues, enabling managers to monitor cases that have been awaiting a response for a specific duration and take appropriate action.

Assignment rules automatically route new cases to specific users or queues upon creation, but they do not monitor cases for inactivity after their initial assignment.