Which action best ensures a case is owned and responded to within a two-hour SLA?

• A. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
• B. Use case auto-response rules to email managers within one hour of case creation.
• C. Assign cases to queues and escalate cases that have NOT been accepted by an agent within one hour.
• D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

Answer: (D)

The action best supports meeting a two-hour SLA by creating immediate visibility and accountability as soon as a case enters the system. Notifying support managers when a case is created and assigned to a queue ensures someone is aware of new work right away and can claim ownership or reassign promptly. This proactive alert helps guarantee that the case doesn’t sit unowned and that a response can begin within the required window.

Other options fall short because they either focus on notifications without driving ownership, or they introduce delays or noise. An automatic task to all queue members can lead to duplication and ambiguity about who actually owns the case. Auto-response rules simply acknowledge receipt and don’t assign responsibility. Escalating after one hour still leaves an unowned case for the initial period and relies on a later step rather than securing immediate ownership from the start.