Universal Containers wants to ensure Priority cases get responded to in at least 4 hours or wants them escalated to a Queue called "High Priority Queue"

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Universal Containers wants to ensure Priority cases get responded to in at least 4 hours or wants them escalated to a Queue called “High Priority Queue”.

How should an Administrator configure the case management process to implement this requirement?

Create an Escalation Rule to assign all Cases where Status – High to the High Priority Create an Assignment Rule to assign all cases where Status = High to the High Priority Queue Create an Escalation Rule to assign all Cases where Status High to the High Priority Queue based on when the case is created. Create a Case Milestone to assign all Cases where Status High to the High Priority Queue based on the last modification time and set the Age Over to 4 Hours.

View other questions here: Salesforce Certified Administrator (SU20)

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