The CTO of AW Computing has defined a new policy for cases to improve customer...

To acknowledge cases with a Case Reason of Installation immediately via email and assign them to appropriate agents, and escalate cases that are still in New status after 4 hours to support management, an administrator should use Auto-response rules, Queues, and Escalation Rules for case management. Auto-response rules allow sending automatic email responses to customers based on case criteria. Queues allow grouping cases that share common characteristics and assigning them to a group of users who can access and work on them. Escalation rules allow escalating cases that meet certain criteria to higher-level users or groups and sending email notifications. Macros and Entitlements are not case management tools that can be used for this requirement. References: https://help.salesforce.com/s/articleView?id=sf.case_autoresponse.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm &type=5