Setting Up Routing Rules

Access the Case Provider Group Routing Rules Revisions form.

Case Provider Group

Enter the Address Book number of the provider group if you are entering routing rules for provider groups.

Assignee Number

Enter the Address Book number of the assignee if you are entering routing rules for an assignee.

Product Model

Enter a value from UDC 17/PM that classifies an inventory item into a model.

Product Family

Enter a value from UDC 17/PA that classifies an inventory item into a group.

Environment

Enter a value from UDC 17/EN to define the operating environment of the user.

Language

Enter a value from UDC 01/LP that specifies the language.

Before specifying a language, a language code must exist at either the system level or in the user preferences.

Geographic

Enter a value from UDC 17/GR to specify the geographic region of the customer.