What is meant by case escalation in Pega?

Case escalation in Pega refers to the automatic elevation of a case to higher authority based on certain predefined conditions. This mechanism is crucial in workflow management, particularly when cases are not being resolved in a timely manner or require additional attention due to their complexity or importance.

When a case meets specific criteria, such as age or the absence of activity, Pega can automatically trigger an escalation process to ensure that it is addressed promptly by someone with the appropriate authority or resources. This helps maintain service levels, enhances accountability, and ensures that critical issues are prioritized effectively within the business process.

Other choices describe different processes within case management but do not pertain to escalation. Lowering a case's priority, changing a case owner manually, or delegating tasks are separate actions that do not involve the automatic elevation that is emblematic of case escalation. Thus, the essence of escalation lies in raising the priority or importance of a case to ensure it receives the necessary attention at a higher level.