Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours. Which approach should a consultant implement?

The correct answer is C. Configure Case Escalation rules. Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention…

Case Management

Question

Options

AEstablish Case Assignment rules.
BCreate a Flow with a scheduled path.
CConfigure Case Escalation rules.

How the community answered

(14 responses)

A
14% (2)
B
14% (2)
C
71% (10)

Explanation

Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.

Topics

#escalation rules#business hours#case notifications#case management

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