Answer:
Escalation rules
Step-by-step explanation:
Escalation rules are provisions in a software that allows it to reroute a case that meets certain criteria such as number of hours it stays open and unresolved.
Escalation rules are used on software Salesforce CRM package to escalate cases that need attention.
In the given instance where the Vandelay Industries' VP of support wants an automated way to notify the support team when an unresolved case has been open for over six hours, escalation rules can be used to alert support managers.