The consultant should suggest UMS configure its Experience Cloud site to

support the desired chat routing using the following approach:

Pass in the User ID field as a hidden pre-chat field and check the value of

that field in an Omni-Channel flow to determine the routing destination.

The customer service manager at Universal Containers wants to implement

a process to ensure cases that are not resolved in time get brought to the

attention of more experienced service agents. A consultant has proposed

to implement case escalation rules for this. Which best practice should the

consultant observe when configuring case escalation rules?