Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours

Question

2 years ago

13

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?
A. Case Escalation Rule
B. Formula field
C. Assignment Rule
D. Omni-Channel Supervisor

Computers and Technology

1 answer:

weqwewe [10] · Answer 1 · 2023-05-23T05:33:47+03:00

The feature that the administrator has to use to fulfill this requirement is a Case Escalation Rule.

The answer to this question is option A.

<h3>What is a case escalation rule?</h3>

This is what is used to reroute a case. It has the ability of passing notifications to a user after a given length of time has gone by.

With this rule the person would be able to make the choice is the case is to be escalated or if it should be passed to a different user.

Read more on the Case Escalation Rule here:

brainly.com/question/14161284?referrer=searchResults

An escalation rule automatically reroutes a case and can notify a user if the case remains open after a certain period of time has passed. With an escalation rule, you can: Choose to escalate a case to a queue or to another user.