Establish a Routing Rule for Customer Service Entity Records

Introduction to routing rules

Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

Solution-aware entities

Routing rules are solution-aware entities. You can export routing rules from one environment to another by using the solution import export tool. However, rules are mapped to a queue, user, or team that's not solution-aware data. Therefore, after exporting the data, you’ll need to edit the mappings of each rule item to correspond to the queue, user, or team in the target environment.

Example. I’ve created a simple rule, let's say IF the case type = Problem, assign the case owner to another user/ team.

To define Routing – navigate to Customer Service Admin > Customer support > Routing > Basic routing rule sets (Manage)

Creating routing rules

Click on +New to create a new Routing Rule.

Defining routing rules

Click on the Routing Rules tab to define the routing rule.

Activating routing rules

Add a new rule item i.e. for case type as a problem, route the record to #BAP user.

Activate the routing rule created.

Applying routing rules

Let us change type problem and apply routing to it.

After clicking on the 'Save & Route' button, the popup window shown in the screenshot below will appear.

Case routing process

After clicking 'Route', the case owner will change according to the Routing rule set.