Final answer:
The default matching rule for case routing usually assigns support cases to handlers in a CRM system based on pre-set criteria such as the subject of the case, product involved, or customer SLA, often using a round-robin or queue-based allocation.
Step-by-step explanation:
The default matching rule for case routing typically refers to the automatic assignment of support cases to appropriate handlers within a customer service management system or customer relationship management (CRM) software. This is relevant to business operations, particularly in the field of customer support and service. By default, case routing systems use criteria such as the subject of a case, the product related to the case, or the customer's service level agreement (SLA) to determine the best match for handling the case.
In many CRM platforms, the default match might be based on a round-robin distribution or a simple queue-based allocation, where incoming cases are distributed to agents based on their current workload or in the order that agents become available. However, for more advanced or customized CRM solutions, the default rules could be configured based on specific criteria such as expertise, language, location, or priority level.