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?

Case Escalation Rules are the standard Salesforce feature designed to automatically perform actions on cases that have not been resolved within a specified time frame. An administrator can configure an escalation rule to trigger when a case is older than 2 hours and has not received a response. The rule's escalation actions can then be set to notify a specific user, such as a manager, ensuring timely attention to unresolved customer issues. This directly addresses the requirement for time-based, automated notification.

A. Assignment Rule: Assignment rules are used to automatically route incoming cases to the appropriate user or queue upon creation, not for time-based actions or notifications after creation.

C. Omni-Channel Supervisor: Omni-Channel Supervisor is a console tool for real-time monitoring of agent workloads and operational metrics. It does not automate notifications based on case age.

D. Formula Field: A formula field can calculate a value, such as the age of a case, but it cannot independently trigger an automated action like sending a notification.

1. Salesforce Help - Set Up Escalation Rules: "Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry... Escalation actions determine what happens when a case escalates. An escalation action can reassign a case to another user or queue

and send notification emails to the new assignee

the case owner

and other recipients." (Salesforce Help

Document ID: help.salesforce.com/s/articleView?id=sf.customizeescrules.htm)

2. Salesforce Help - Case Assignment Rules: "Case assignment rules automatically assign cases to users or queues based on criteria you define." (Salesforce Help

Document ID: help.salesforce.com/s/articleView?id=sf.customizecaseassign.htm)

3. Trailhead - Service Cloud for Lightning Experience - Automate Case Management: "Escalation rules automatically escalate cases when they meet certain criteria. A rule can reassign a case to a different user or queue

and send email notifications to the new assignee

the previous owner

and others." (Trailhead

Module: Service Cloud for Lightning Experience

Unit: Automate Case Management)