What would be an effective strategy to meet an SLA requiring a response to incoming cases within two hours?

An effective strategy to meet a service level agreement (SLA) of responding to incoming cases within two hours is to assign cases to queues with escalation rules for unaccepted cases within one hour. This approach ensures that there is a structured process in place to manage incoming cases efficiently. By utilizing queues, cases can be assigned to a group of users rather than an individual, which increases the likelihood that someone will acknowledge and accept the case promptly.

The key component here is the escalation rules. Implementing these rules means that if a case remains unaccepted after a specified time period (in this case, one hour), it will automatically escalate, bringing attention to it at a higher level or to a different team member. This proactive measure not only helps to ensure that no case goes unnoticed but also encourages timely responses to meet the SLA requirements.

In contrast, options that involve sending notifications (like notifications to support managers or emails when a case is created) do not directly facilitate the immediate action to respond to the case itself. While these notifications can keep relevant parties informed, they do not inherently involve a process for case assignment or handling, which is crucial for ensuring timely response times as outlined by the SLA.