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…

The correct answer is B. Case Escalation Rule. Case Escalation Rules are specifically designed for time-based case management. An escalation rule can be configured to trigger after a case has been open for a set duration (e.g., 2 hours from creation) and, when triggered, can reassign the case and send email notifications to…

Sales and Service Cloud Applications

Question

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 fulfill this requirement?

Options

AAssignment Rule
BCase Escalation Rule
COmni-Channel Supervisor
DFormula Field

How the community answered

(54 responses)

A
7% (4)
B
89% (48)
C
2% (1)
D
2% (1)

Explanation

Case Escalation Rules are specifically designed for time-based case management. An escalation rule can be configured to trigger after a case has been open for a set duration (e.g., 2 hours from creation) and, when triggered, can reassign the case and send email notifications to a manager. Assignment Rules (A) route cases when they are created or edited but have no time-based component. Omni-Channel Supervisor (C) is a real-time monitoring dashboard for supervisors-it does not send automated alerts. Formula Fields (D) can calculate elapsed time but cannot initiate notifications on their own.

Topics

#Case Escalation Rules#Service Cloud#Automation#Notifications

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