Which approach would you use to route incoming web cases to a queue based on case data such as Urgency and Product Line?

• A. Standard Web-to-Case with assignment rules
• B. Lightning Email with web routing prioritization
• C. Standard Email-to-Case with assignment rules
• D. Omni-Channel with prioritized queues

Answer: (A)

Routing web cases to the right queue based on specific case data hinges on using a web-to-case flow paired with rules that evaluate those fields. Web-to-Case creates a new case as soon as a web submission is received, and the assignment rules examine key fields like Urgency and Product Line. When a rule matches, the case is assigned to the appropriate queue, so it lands where the correct team can act quickly. This data-driven routing happens at the moment the case is created, making it precise and automation-friendly.

Other approaches don’t fit as neatly. Email-to-Case handles emails rather than web form submissions, so it isn’t the right channel for this scenario. A method described as Lightning Email with web routing prioritization isn’t a standard, defined approach for routing web cases. Omni-Channel focuses on real-time routing to agents based on availability and skills, which is useful for ongoing work assignment but not the direct, field-based queue routing described here.