Which approach should a consultant implement to notify Support Managers when a new case has been untouched for more than two business days?

• A. Create Case Escalation Rules
• B. Define Case Auto-Response Rules
• C. Create a Process Builder with Scheduled Actions
• D. Establish Case Assignment Rules

Answer: (A)

Time-based notifications tied to service levels are best handled with Case Escalation Rules. You can create an escalation rule that triggers after two business days of no activity on a new case and specify an escalation action to alert the appropriate Support Managers (or a group/queue). Using business hours ensures the two-day window reflects actual business time, not calendar days, and the escalation automatically repeats or advances as defined if the case remains unresolved. This built-in mechanism is designed specifically to surface overdue cases and drive timely ownership, without manual monitoring.

Auto-Response Rules send replies to customers when a case is created, which doesn’t address internal notifications after inactivity. A Process Builder with Scheduled Actions could implement a similar reminder, but it’s more work to implement correctly and maintain, and it isn’t the native mechanism tied to SLA-based escalations. Case Assignment Rules focus on who gets cases, not on notifying managers about overdue cases.