The image above shows a customer service case routing system. Cases enter a queue and are then directed to a team based on routing rules. The teams are labeled as "Incoming Complaints Team," "B2C Customer Enquiries Team," and "B2B Customer Enquiry Specialist." Routing rules help companies manage a high volume of messages. While smaller organizations can assign a service agent to review each message and create and assign cases to the appropriate person or team, this approach isn't effective when hundreds or even thousands of messages arrive each day. Therefore, an automatic routing system that delivers cases directly to the right team or individual can greatly improve efficiency.
SAP Service Cloud Version 2 features a flexible, easy-to-configure routing rule engine. You can choose whether to route Cases to a team or directly to a specific employee.
When routing to a team, the two most common scenarios are:
- The team manager regularly reviews the Cases in the team queue and assigns them to agents.
- The agents choose from the team queue based on priority or other criteria.
Routing to a specific agent is less common. One situation where this is used is in a B2B scenario when an agent is assigned to a particular account. In this case, all Cases from that account are directed to the same agent.
Routing Rules Settings
The routing rules for cases are maintained in SAP Service Cloud Version 2 by administrators at: Settings→Cases→Case Routing to Team→Case Routing to Employees.
Adapting Attributes for Routing Rules
SAP Service Cloud Version 2 offers administrators various attributes to set up rules for routing a case to an individual employee or a team. These attributes can be used independently or combined. For example, a case could be routed based on its subject, ID, and/or priority. Additionally, cases can also be routed to an individual or team depending on their inbound channel, using specific attributes such as the channel's ID, name, or email address.
A company can select and deselect specific attributes it uses in its routing rules to maximize the accuracy with which cases are directed to the appropriate agent's or team's work list. Improved routing accuracy enhances efficiency and case handling speed, leading to better customer service scores.
The attributes chosen for a routing rule are displayed as columns in its settings.
Note
For optimal performance of routing rules, include only essential attributes. For example, a rule shouldn't have both a channel ID and a name attribute when one is enough.
Routing rules and their attributes can be added or changed at any time.
Creating a Routing Rule for a Team in SAP Service Cloud Version 2 - Video
In this video, you will create and activate case routing rules for a team in SAP Service Cloud Version 2. We'll walk you through simple steps to set up rules based on case type, source, and team assignment.
Video Summary
- Select ‘Settings’ and navigate to ‘Case Routing’ to access Team settings.
- Select Adapt Columns and update.
- Create a new rule entry by selecting the Plus icon and configure it with specified values for Case Type, Source, and Team.
- Confirm each rule entry by selecting the check mark, then repeat the process for additional rules.
- Activate the rules to finalize the case routing setup.