Question

Vandelay Industries' VP of support wants an automated way to notify the support team when an unresolved case has been open for over six hours. Which feature should be used to alert support managers when a case has been open for more than six hours

Answer 1

Answer:

Escalation rules

Explanation:

Escalation rules are provisions in a software that allows it to reroute a case that meets certain criteria such as number of hours it stays open and unresolved.

Escalation rules are used on software Salesforce CRM package to escalate cases that need attention.

In the given instance where the Vandelay Industries' VP of support wants an automated way to notify the support team when an unresolved case has been open for over six hours, escalation rules can be used to alert support managers.