Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.
Which feature should be used to fulfill this requirement?
Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.
Which feature should be used to fulfill this requirement?
Case escalation rule should be used to automatically re-assign cases that meet the 24-hour SLA to the next tier queue. Case escalation rules are specifically designed to escalate cases based on criteria such as time elapsed, ensuring that cases nearing or exceeding predefined SLAs are promptly reassigned or flagged for further attention.
Answer should be C