Step 1: In Service Management, create a Routing Rule set.

Scenario: If a case is open more than 30 days, the case must automatically be routed to the supervisor.

Create routing rulesets to route cases.

Use routing rules in Customer Service to route cases to the right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues.

Step 2: Enter Name, Select Save, and select the plus sign to add a rule item

On the General tab, in Routing Rule Set Information, Enter Name and Description for the routing ruleset.

Select Save. The routing ruleset is saved, and the Rule Items section is displayed.

In the Rule Items section, select the Add Rule Item button + to specify conditions for routing cases to a queue.

Step 3: Add conditions

Under Then Conditions, specify the queue to which the cases will be routed or the user or team to which the cases will be assigned if the conditions in the If Conditions section are met.

Step 4: Save and activate.

Select Save and Close.

In the routing ruleset record, select Activate so that the ruleset is applied to the cases matching the conditions in the rule.