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Topics#Sales And MarketingIndranee Shyam's Question
Indranee Shyam asked in #Sales And Marketing
Mar 7, 2019, 7:06 PM

case assignment rules

To ensure compliance with a platinum Service Level Agreement, cases that remain in the Tier 2 queue for more than four hours must be re-assigned to the Tier 3 queue. Which feature meets this requirement?

 

A. Case Assignment Rule

 

B. Case Comments

 

C. Auto Response Rule

 

D. Case Escalation Rule

 

Here in this questions am confused between two options between Case Assignment rules and Case Escalation Rules as in both cases the cases has been assigned once the criteria is met,So which option will be correct.

 

Can anyone help me with the answer.

 

Thanks in Advance!
1 answer
  1. Thomas Lange Jr. (TrebleHook)
    Mar 7, 2019, 7:13 PM
    Case Assignment only runs on record creation, so that wouldn't work in this use case. Case escalation can be set up to be triggered by case age, so that should be your answer.
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