Question

A support manager wants cases with a priority of 'High' that remain untouched for more than 4 business hours to be automatically reassigned to a senior support queue and to send a notification email to the team lead. Which Salesforce feature should the administrator configure to meet this requirement?

Accepted Answer

An escalation rule with an entry criteria of Priority equals High and an escalation action after 4 business hours

Answer

An assignment rule that routes High priority cases to the senior support queue

Answer

An auto-response rule triggered when a High priority case is created

Answer

A validation rule that prevents saving a High priority case without an owner change after 4 hours