The Purpose of Routing Rules
The above image illustrates a customer service case routing system. The cases come into a queue and are then filtered to a team based on the routing rules. The teams are labeled as "Incoming Complaints Team," "B2C Customer Enquires Team," and "B2B Customer Enquiry Specialist. Routing rules enable companies to handle a high volume of messages. While smaller organizations can assign a service agent to review each message and create and assign Cases to the right person or team, this isn't an efficient model when hundreds, or even thousands, of messages come in each day. As a result, a routing mechanism that automatically delivers the Case to the right team or person can significantly increase efficiency.
SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine. You can decide whether to route Cases to a team, or to a specific employee.
When routing to a team, the following two scenarios are most common:
- The team manager regularly reviews the Cases in the team queue and assigns them to agents.
- The agents themselves pick from the team queue based on priority or some other criteria.
Routing to a specific agent is less common. One scenario in which this is used is in a B2B scenario when an agent is assigned to a specific account. In this Case, all Cases from that account are routed to the same agent.
Routing Rules Settings
The Routing rules for Cases are maintained in SAP Service Cloud Version 2 by administrators in the following path: Settings → Cases → Case Routing to Team → Case Routing to Employees
Adapting Attributes for Routing Rules
SAP Service Cloud Version 2 offers the Administrator a choice of several attributes for setting up a rule for routing a Case to either an individual employee or to an employee team. These attributes can be used individually or in combination. Example attributes upon which to route a Case could be a Case's subject, ID, and/or priority. One could also route a Case to either an individual or a team based on its inbound channel with specific attributes for a channel's ID, name, and/or email address.
A company can select and deselect the specific attributes it uses for its routing rules to maximize the accuracy with which Cases get to the right agent's or team's work list. Better routing accuracy improves efficiency and speed in dealing with Cases, leading to improved customer service scores.
The selected attributes for a routing rule are displayed as columns in the routing rule's settings.
Note
For the best performance of a routing rule, use only the essential attributes. For example, a rule shouldn't have both a channel ID and name attribute when one or the other is sufficient.
Routing rules and the attributes of routing rules can be added and amended at any time.