In this lesson, we set up Case Auto-Response Rules.
Resource:
Set Up Auto-Response Rules - https://help.salesforce.com/articleView?id=sf.creating_auto-response_rules.htm&type=5
In this lesson, we create case escalation rules.
In this lesson we look at the Case Escalation Rule Queue. It is the way to see pending actions based on case escalation rules.
Resource: Monitor the Case Escalation Rule Queue - https://help.salesforce.com/articleView?id=sf.rules_viewing_escrules_queue.htm&type=5
