Salesforce CRT-101 Exam - Topic 6 Question 111 Discussion

An escalation rule is a tool that allows administrators to automatically escalate cases based on certain criteria and time triggers. For example, an escalation rule can change the owner of a case, send an email notification, or update a field value when a case has been open for more than 7 days. An escalation rule consists of multiple rule entries that define the criteria and actions for each escalation scenario. Reference: https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5