Final answer:
Routing rules are applied without user intervention when a case is created as a result of a record creation rule, or when a case is created through a convert to case action.
Step-by-step explanation:
When dealing with customer service management systems, routing rules are an essential part of efficiently assigning cases to the right department or personnel.
In the context of this question, a routing rule can be applied to a case without user intervention under two specific circumstances.
- A case is created as the result of a record creation rule: This implies that the case was triggered by an automated process set within the system to create new cases based on certain criteria being met, such as an incoming email or a web form submission.
- A case is created by using a convert to case action: This occurs when an existing piece of information, such as an email or a task, is converted into a case automatically through a predefined process. This conversion typically necessitates no additional user intervention once set up.
It's important to note that a case created manually or one that was created before the routing rule was activated would typically require user intervention to apply the routing rule.