Q: 16
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?
Options
Discussion
Option B
Definitely B for this. Escalation rules are built to trigger notifications after a set time like 2 hours with no action on a case. If it was about immediate assignment, maybe A, but here it's time-based.
That would be B here. Escalation Rules are made for time-based triggers like this where you need to automatically notify someone after a certain period, in this case 2 hours with no response. Assignment Rule is just for assigning the case, not ongoing monitoring. Pretty sure B is the best fit, but let me know if I'm missing something!
Wouldn't A be a better fit if the goal is just to assign cases for manager notification? Assignment Rule can handle that right?
B/C? Feels like Escalation Rule (B) but what if the org uses Omni-Channel for notifications instead?
B, . Official guide and Trailhead modules make this clear.
Escalation Rule handles timed case follow-ups, so B.
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