Case Escalation Rules are specifically designed to automate actions when a case has remained in a certain state for a defined period of time. In this scenario, the requirement involves two specific time-based triggers: moving the case after 2 hours and alerting a manager. Escalation rules allow the administrator to define " Escalation Actions " that execute when the time threshold is reached, such as " Reassign to Queue " and " Notify Manager " . Case Assignment Rules (Option D) only fire when a case is first created or manually triggered, not after a time delay 63 . Reports (Option A) and Dashboards (Option B) provide information but do not physically move records or perform automated reassignments.