Which feature should be used to efficiently distribute cases to the right agents?

• A. Auto-Response Rules
• B. Assignment Rules and Case Queues
• C. Escalation Rules
• D. Workflow Rules

Answer: (B)

Distributing cases to the right agents hinges on routing ownership automatically based on the case data. Assignment rules evaluate the case’s fields (such as product type, region, or channel) and decide who should own it or which queue should take ownership. Case queues provide a shared pool of cases that can be owned by a team or picked up by agents, enabling balanced workload and quicker handling. Used together, they ensure a new case lands with the most appropriate person or group without manual assignment, boosting efficiency and meeting SLAs.

Other features don’t serve this primary routing purpose. Auto-Response Rules focus on notifying the requester when a case is created or updated, not on who gets the case. Escalation Rules monitor time and trigger higher priority or reassignment if SLAs are at risk, but they act after routing decisions, not for initial distribution. Workflow Rules automate tasks, field updates, or outbound messages, but they aren’t designed to determine ownership or queue placement for new cases.