Which feature should be used to fulfill this requirement?

Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.

Which feature should be used to fulfill this requirement?
A . Case assignment rule
B . Case escalation rule
C . Auto-response rule
D . Einstein Case Routing

Answer: A

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neha Gupta
neha Gupta
1 year ago

attachment

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soufiane
soufiane
2 years ago

corredct answer is B

neha Gupta
neha Gupta
1 year ago
Reply to  soufiane

There is no escalation in the scenario. The scenario is saying the when conditions met then assign to next tier

So Correct is A only

Note: Escalation is used when there is scenario like ….if case is not resolved in given timeline then it should be escalated and assign to someone else

neha Gupta
neha Gupta
1 year ago
Reply to  neha Gupta

https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000A96S6SAJ

Sorry seems like B is correct

Case Assignment only runs on record creation, so that wouldn’t work in this use case. Case escalation can be set up to be triggered by case age, so that should be your answer.