Understanding Routing Sequences and Rules
Use routing sequence to manage the order that a case is routed to provider groups. Use routing sequence to define how the system searches through the routing rules to determine the provider group to which an incoming case is directed.
Use routing rules to define the prescribed path for assigning cases to the proper provider groups. You might assign cases to certain provider groups or individuals bases on their knowledge of a product family or language.
Through the Routing Rules form, you can assign cases to a provider group or person based on any of the following or any combination of the following information:
Customer Address Book number.
Call center location.
Product model.
Product family.
Environment.
Address Book language code.
Address Book geographic region code.
You can define the call center location in the Address Book for the service provider, the person entering the case. In the Address Book Revisions form, access the Address Book record for the service provider and enter the call center location in the Business Unit field.