Cloud Kicks needs to change the owner of a case when it has been open for more than 7 days. What should a Platform Administrator use to complete this requirement?

Question

Options

• AEscalation Rules
• BAuto Response Rules
• CAssignment Rules
• DValidation Rules

• A
  81% (25)
• B
  3% (1)
• C
  3% (1)
• D
  13% (4)

Explanation

Escalation Rules are designed specifically to perform actions when a Case record has remained in a certain state (like "Open") for a specified period. In this scenario, the Platform Administrator would set an escalation rule entry with the age set to 168 hours (7 days). When this time threshold is reached, the rule can automatically reassign the case to a new owner or a management queue. Assignment Rules (Option C) are only triggered upon the initial creation of a record or when manually triggered by a user, and they do not have a built-in "timer" capability to fire days later. Auto-Response Rules (Option B) are only for sending automated emails to customers, not for internal ownership changes. Validation Rules (Option D) are used to prevent data entry errors and cannot change record ownership.

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