How should an administrator ensure cases are properly prioritized?

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.

How should an administrator ensure cases are properly prioritized?
A . Auto-Response Rules
B. Escalation Rules
C. Assignment Rules
D. Workflow Rules

View Answer

Answer: B

Explanation:

Escalation rules are rules that automatically escalate cases if they have not been resolved within a certain time frame or meet certain criteria such as priority or status. Escalation rules can perform actions such as changing ownership of cases, sending email notifications, or creating tasks for users or queues. By using escalation rules, AW Computing can ensure that cases are properly prioritized and handled within their SLA time limit.

Reference: https://help.salesforce.com/s/articleView?id=sf.case_escalation_rules_overview.htm&type=5