What case management tools need to be utilized for this requirement?

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?
A . Auto-response rules, Macros, Entitlements
B . Auto-response rules, Queues, Macros
C . Auto-response rules, Queues, Escalation Rules
D . Auto-response rules, Entitlements, Escalation Rules

View Answer

Answer: C