What solution would help to ensure that agents respond to incoming cases within two hours as required by the SLA?

The approach that involves assigning cases to queues and utilizing escalation rules is an effective method for ensuring that agent response times align with the required two-hour SLA. By using queues, cases can be distributed to multiple agents, allowing for a broader base of responsiveness. This means that if one agent is occupied, another can step in to address the case promptly.

The use of escalation rules serves as a safeguard; if cases are not accepted within the specified timeframe of one hour, they automatically escalate, prompting additional visibility and action. This dual strategy—assigning cases to queues for immediate distribution and implementing escalation procedures for cases that aren’t addressed quickly—maintains focus on the SLA, minimizing the risk of delays in response.

In contrast, other options like sending email notifications or creating rules for task assignments lack the proactive measures needed for immediate intervention and accountability in response times. While communicating with support managers or sending notifications about case creation can enhance visibility, they do not directly facilitate timely responses by agents.