Universal containers set the organization-wide defaults for cases to private. When a case is escalated, case ownership changes to Tier 2 support agent. (Included) How can a system administrator give the sales operation team read/write access to all escalated cases?

Create an ownership-based sharing rule.

Explanation:

Workflow management systems can be defined as a strategic software application or program designed to avail companies the infrastructure to setup, define, create and manage the performance or execution of series of sequential tasks, as well as respond to workflow participants.

Some examples of the various types of workflow management systems used around the world includes YAWL, Windows Workflow Foundation, Apache ODE, Collective Knowledge, Workflow Gen, PRPC, Salesforce.com, jBPM, Bonita BPM etc.

In this scenario, Universal containers set the organization-wide defaults for cases to private and when a case is escalated, case ownership changes to Tier 2 support agent. Thus, the system administrator should create an ownership-based sharing rule so as to give the sales operation team read/write access to all escalated cases. An ownership-based sharing rule is essentially based on the owner of a record (record owner) rather than the values of the record.