Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified References: : https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.case_escalation_create.htm &type=5
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