Which feature should an administrator configure to meet this requirement?

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 2 hours to an urgent Case queue and alert the support manager.

Which feature should an administrator configure to meet this requirement?
A . Case Scheduled Reports.
B . Case Dashboard Refreshes.
C . Case Escalation Rules.
D . Case Assignment Rules.

View Answer

Answer: C

Explanation:

Case escalation rules are a way to automatically escalate cases that meet certain criteria, such as being open for more than a specified time or having a certain priority. Escalation rules can assign cases to a different owner or queue and send email notifications to the support manager or other recipients.

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