Universal Containers (UC) has a service-level agreement (SLA) with customers that
requires an agent to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
A. Assign cases to queues and use Escalation Rules to escalate cases that remain
unassigned to an agent within 1 hour
B. Use Flow Builder to assign a task to all members of a queue if a case remains
unassigned to any agent within 1 hour.
C. Use case auto-response rules to send an email to support managers within 1 hour of
case creation.
A. Assign cases to queues and use Escalation Rules to escalate cases that remain
unassigned to an agent within 1 hour
Explanation:
To ensure compliance with the 2-hour SLA, Universal Containers should:
Assign cases to queues (instead of individual agents) to distribute workload efficiently.
Use Escalation Rules to automatically reassign cases that remain unassigned after 1 hour, ensuring agents take ownership before the SLA deadline.
Option B (Flow Builder) is incorrect because while Flows can automate tasks, Escalation Rules are the native, more efficient way to handle case reassignment based on time-based criteria.
Option C (Auto-Response Rules) is incorrect because sending an email to managers does not ensure case assignment—it only notifies them, which doesn’t directly help meet the SLA.
Why Escalation Rules Are Best: Proactive Reassignment: Escalation Rules automatically reassign cases before the SLA breaches.
No Manual Intervention: Unlike Flows, Escalation Rules work out-of-the-box without complex automation setup.