Which feature enables dynamic routing by comparing cases to groups or individuals?

• A. Knowledge
• B. Matching Rules
• C. Predictive Intelligence
• D. Case Creation

Answer: (B)

Matching Rules enable dynamic routing by comparing a case’s attributes to predefined criteria and directing it to the right group or agent. You define conditions based on fields like product, issue type, customer tier, location, priority, and other case data. When a new case arrives, the system checks these rules and assigns the case to the specified owner, automatically routing it to the most appropriate team or person. This rule-based matching makes routing adaptive, since different cases trigger different routing paths. Knowledge focuses on articles and self-service content, Predictive Intelligence can suggest owners or groups using historical data but isn’t the explicit rule-based routing mechanism, and Case Creation is simply creating a case, not routing it.