Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than 2

Scheduled Reports deliver report snapshots on a recurring schedule for visibility but cannot automatically reassign cases or trigger alerts based on case age.

Dashboard Refreshes update the visual display of data on a dashboard but perform no automation, routing, or notification actions on case records.

Case Escalation Rules are time-based automation rules that trigger when a case has been open for a specified duration without meeting a resolution criteria. An escalation rule can be configured to fire after 2 hours on unassigned cases, reassign them to an urgent queue, and send an email notification to the support manager. This is the only feature that combines time-based case routing with automated alerts.

Case Assignment Rules route cases to queues or users at the time of case creation based on criteria, but do not monitor elapsed time or escalate existing unresolved cases.