Question

Which two statements regarding case routing are true? Each correct answer presents a complete solution.

A. You can add a maximum of five routing rule items to a routing rule set
B. A workflow is automatically created for each routing rule.
C. A maximum of three routing rule sets can be active at the same time.
D. You can route or assign a case to a user, queue, or team.

Answer 1

The true statements regarding case routing are that a workflow is automatically created for each routing rule, and you can route or assign a case to a user, queue, or team.

Step-by-step explanation:

Among the statements regarding case routing, the two true statements are:

The first statement (A) is incorrect as most case routing systems do not have such a strict limit on the number of routing rule items. The third statement (C) is also incorrect; there may be limitations on active routing rule sets, but it's not universally capped at three. It varies depending on the case management system you are using.