Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best…

The correct answer is A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an. To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation…

Case Management

Question

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA?

Options

AAssign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an
BUse Flow Builder to assign a task to all members of a queue if a case remains unassigned to any
CUse case auto-response rules to send an email to support managers within 1 hour of case

How the community answered

(46 responses)

A
78% (36)
B
7% (3)
C
15% (7)

Explanation

To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses.

Topics

#SLA management#Escalation Rules#case queues#case ownership

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