A customer support manager at a commercial fleet telematics company requires newly created cases with a Priority of 'High' to be automatically assigned to the Tier 2 Technical Support Queue upon creation. Furthermore, if any high-priority case remains unresolved in 'Open' status for more than 4 hours, it must be automatically reassigned to the Escalation Operations Queue. Which combination of case automation features should the administrator configure to satisfy these business requirements?
- Create a Case Assignment Rule entry to assign incoming high-priority cases to the Tier 2 Technical Support Queue, and create a Case Escalation Rule entry to reassign cases to the Escalation Operations Queue after 4 hours.Cevap
- BCreate a single Case Escalation Rule with two criteria entries: one entry to route the case to Tier 2 Technical Support upon creation, and a second entry to reassign it after 4 hours.
- CCreate a Case Assignment Rule entry that initially routes the case to Tier 2 Technical Support and includes a time-dependent action to reassign the case after 4 hours.
- DCreate an Auto-Response Rule entry to assign the case to the Tier 2 Technical Support Queue upon creation, and use a Case Assignment Rule to reassign it after 4 hours.
Cevap
Create a Case Assignment Rule entry to assign incoming high-priority cases to the Tier 2 Technical Support Queue, and create a Case Escalation Rule entry to reassign cases to the Escalation Operations Queue after 4 hours.
Case Assignment Rules determine initial case ownership when records are submitted. Case Escalation Rules evaluate open cases over time and perform actions—such as reassigning the case to a different queue—when defined time thresholds (such as 4 hours) are reached without case resolution.
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Anahtar Kavram
Distinction between Case Assignment Rules (initial ownership upon record creation) and Case Escalation Rules (time-based re-assignment and SLA enforcement for open cases).