Resources:
Set Up Escalation and Entitlements (Trailhead) - https://trailhead.salesforce.com/en/content/learn/projects/set-up-case-escalation-entitlements?trailmix_creator_id=strailhead&trailmix_id=prepare-for-your-salesforce-advanced-administrator-credential
Omni-Channel (Trailhead) - https...
