The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day.

@Ajay Chawla

Here, our main requirement is to assign the case to service representative if not assigned yet and another one is within 5 hours.

So assignments rules will be helpful in our scenario to assign the case records using assignment criteria rules like if case "assigned to" field is blank or empty. then assign that case to particular user.

Escalation rules will be helpful only when certain periods are over. and after periods, it should be assigned to different users

for example: A Case with High Priority needs to be resolved in 45 minutes an agent is not able to close the case will be escalated to a high-level agent(Another user). so in this scenario, a case is assigned to a user, but still this case is not closed by that user within a time. and after this time, that case will be escalated to another user.

Now, our question is to assign case within 5 hours not after 5 hours. if question was asked like "Assign case after 5 hours", then Escalation can be helpful.

This is my understanding. but you can get another reference from others.

Hope this helps.

Thanks