Salesforce Week 3 - Tuesday

Question 1

An ________ ______ automatically reroutes a case and can notify a user if the case remains open after a certain period of time has passed

Answer 1

escalation rule

Question 2

With an _____________ _________, you can:

Choose to escalate a case to a queue or to another user.
Configure the rule to automatically notify a user.
Configure rule entries to define the order, criteria, and escalation actions.

Answer 2

escalation rule