Question

Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

A. Cancel Case
B. Send Email
C. Assign to User/Team
D. Route to Queue

Answer 1

Among the options, 'Assign to User/Team' and 'Route to Queue' are valid routing rule actions used in management software for organizing work and ensuring cases are handled efficiently.

Step-by-step explanation:

The student's question pertains to valid routing rule actions within a system that handles cases or tickets, commonly found in Customer Relationship Management (CRM) systems or other management software. The actions described are administrative functions that define how cases are handled within the system. Among the options provided, 'C. Assign to User/Team' and 'D. Route to Queue' are valid routing rule actions. Assigning a case to a user or team facilitates accountability and ensures the right person or group addresses the issue. Routing a case to a queue organizes it alongside similar issues or stages in the workflow process, allowing for efficient case management.