Unified Interface enablement of case routing rules

Enabled for Public preview Early access General availability
Admins, makers, or analysts, automatically - This feature is released. Feb 3, 2020 This feature is released. Apr 1, 2020

Business value

Routing cases to the right queue, user, or team as quickly as possible ensures customers get service quickly and without having to transfer between agents.

Feature details

Case routing rules help trigger automatic or manual routing of cases to the right support resources. This release provides a new experience built on Unified Interface that enables easy configuration of routing rules and brings feature parity with the legacy web client.

See also

Create a routing rule set (Customer Service Hub) (docs)