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Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to...

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.

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