What is "case routing" in Salesforce AgentBlazer?

Case routing in Salesforce AgentBlazer refers to the process of automatically assigning customer cases to agents based on predefined criteria. This automation is crucial for efficient customer service, as it ensures that cases are directed to the appropriate agents who have the right skills and availability to resolve the issues promptly. By leveraging these predefined criteria—such as the case type, customer priority, or agent workload—organizations can enhance their response times and improve customer satisfaction.

This method also streamlines operations by reducing the time agents spend on manual case assignments, allowing them to focus more on resolving cases and serving customers effectively. Such automation is integral to maintaining a well-organized workflow, especially in environments with a high volume of customer interactions.