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…

Question

Options

• ACase Scheduled Reports
• BCase Dashboard Refreshes
• CCase Escalation Rules
• Donly fire when a case is first created or manually triggered, not after a time delay. Reports

• A
  12% (6)
• B
  6% (3)
• C
  80% (40)
• D
  2% (1)

Explanation

Case Escalation Rules are built precisely for this scenario. They are time-based rules that monitor open cases and, after a specified elapsed time (e.g., 2 hours), can automatically reassign the case to a different queue and send email notifications to specified users (such as a support manager). This runs automatically without user intervention. Option A (Scheduled Reports) delivers a report on a schedule but does not reassign records or trigger alerts dynamically. Option B (Dashboard Refreshes) updates display data but takes no action on records. Option D appears to be a distractor/incomplete answer choice that describes a limitation of other tools, not a feature that solves the problem.

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