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
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
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