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Administrator Guide
Last Updated: 2023-06-23
Example: Route 401k Queries to a Benefits (USA) Team

Example: Route 401k Queries to a Benefits (USA) Team

This example describes how to create a routing rule that directs certain case types to a specific service team.
You want to route your 401k queries to your U.S. Benefits service team.
Security:
Set Up: Help Case Management
 domain in the Help functional area.
  1. Access the
    Maintain Case Routing
     task.
  2. Add a row in the grid.
  3. From the
    Case Routing Rule
     prompt, access the
    Create Case Routing Rule
     task.
  4. Click
    OK
    .
  5. In the
    Description
     field, enter
    401k Queries
     .
  6. Enter these Rule Conditions values:
    Field
    Value
    Source External Field or Condition Rule
    Case Type
    Relational Operator
    in the selection list
    Comparison Value
    401k Queries
  7. Click
    OK
    .
  8. From the
    Service Team
     prompt, select
    Benefits (USA)
    .
  9. Click
    OK
     and
    Done
    .
U.S. workers assigned to the
Benefits (USA)
 service team can work on
401k Queries
 routed to this team.