The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day.
How should this be configured?
A . Assignment Rules.
B . Business Hours.
C . Case Queues
D . Escalation Rules
Answer: D
Explanation:
Escalation rules allow you to escalate cases based on certain criteria, such as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
Reference: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5
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