Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue. Which feature…

Question

Options

• AEinstein Case Routing
• BAuto-response rule
• CCase assignment rule
• DCase escalation rule

• B
  15% (2)
• C
  8% (1)
• D
  77% (10)

Explanation

Case Escalation Rules (D) are designed specifically to trigger automatic actions - including reassigning cases to a different queue - when a time-based threshold (like a 24-hour SLA) is breached, making them the only feature built to handle time-sensitive SLA enforcement.

• A (Einstein Case Routing) routes cases intelligently at the point of creation based on case attributes, but it doesn't monitor elapsed time or react to SLA deadlines.
• B (Auto-response rules) send email replies to customers when a case is submitted - they have no queue-management or time-tracking capability.
• C (Case assignment rules) route cases to queues or users when cases are created or edited, not based on time elapsed - so they can't react to a missed SLA window.

Memory tip: Think "escalation" = time pressure going up the chain. If a case is sitting too long and needs to escalate to the next tier, that's a Case Escalation Rule - it's the only rule in Salesforce Service Cloud that watches the clock.

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