Entity routing rule sets
Routing rule sets are created for an individual table. Think of these rule sets as road maps that define how records of that table type are routed to different queues. As records are created or updated, routing rules identify whether the record meets certain conditions or not. Depending on which conditions (if any) are met, the record will be routed to the queue that is defined in the rule. While it is possible to have multiple routing rule sets defined for an entity, each entity can have only one routing rule set as the active rule set at one time.
Important
Omnichannel for Customer Service uses the same routing rule sets as Customer Service Hub. If a case routing rule set was created and activated in Customer Service Hub, it will appear under Routing Rules. If the status of the rule set is Active, it will need to be deactivated because you can't edit an active routing rule set.
Create rule items
Each routing rule set must be associated with a table such as the Case table. Each routing rule set will need to have rule items created. Rule items define the what and where for the rule set. A routing rule set typically contains multiple rule items that evaluate and route the case record in the system.
For example, a routing rule set called Case Routing might contain the following rule items:
Gold Route - Route any case with a service level of Gold to the Gold Queue.
Silver Route - Route any case with a service level of Silver to the Silver Queue.
Bronze Route - Route any case with a service level of Bronze to the Bronze Queue.
Each rule item contains two parts: If conditions and Then conditions.
If conditions - Define specific condition(s) that are used to determine if the rule item applies.
Conditions can evaluate columns from the case row or related rows such as the related account.
Multiple And/Or conditions can be used in a single rule item. The And condition is the default.
Then conditions - Specify where to route the item to.
Queue - Routes the item to a specific queue (public or private).
User/Team - Routes the item to a specific user or teams.
Rule items are applied in the order that they are specified in the rule set. When a matching rule item is found, it is applied to the case. The rule set will not evaluate the remaining rule sets to determine if another one would match better. We recommend that you place more specific rule items higher in the rule set so they are checked first.
For example, in the following image, both the Escalated and Gold rule items refer to the Service Level column that is being set to Gold. Because the Escalated rule item also includes Priority, it must be evaluated before the Gold rule; otherwise, the Escalated item would never be checked.
You can control the order that rule items are checked by using the up and down arrows on the rule item's sub grid. After you have defined all the rule items for a specific rule set, you can activate the rule. When the rule has been activated, you will not be able to make changes to it unless you deactivate it first.