Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.
Resource:
Set Up Escalation Rules - https://help.salesforce.com/articleView?id=rules_escalation_create.htm&type=5
Salesforce Business Hours can be set and tie into Entitlements in Salesforce.
Resource:
Set Business Hours - https://help.salesforce.com/articleView?id=customize_supporthours.htm&type=5
You can create Case Teams to help groups of people work together to solve cases. Before you create case teams, define team roles.
You can configure the case closure process in Salesforce. In this lesson I run you through case closure configuration.
