Which feature should an administrator use to fulfill this requirement?

Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours after case creation.

Which feature should an administrator use to fulfill this requirement?
A . Assignment Rule
B . Case Escalation Rule
C . Omni-Channel Supervisor
D . Formula Field

View Answer

Answer: B

Explanation:

Case escalation rules allow you to escalate cases based on certain criteria, such as time or priority.

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