Hi bob,
You can use the following functionalities:
Create an assignment rule for case routing
Create a matching rule for case routing
The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.
Create one or more matching rules that establish specific conditions that a case must meet before it can be routed to an agent. Then use an assignment rule to route those cases to agents based on product knowledge and availability.
Hope this will fit your need.
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Thanks you
Cheers
Alberto
