Exam MB-910 topic 1 question 148 discussion

C. Routing rule is the feature on Customer Service to distribute cases dynamically to the right queue of agents

To add a case automatically to the sales or service queue based on the field value, you can use routing rules in Dynamics 365 Customer Service1. Routing rules are used to route cases to the appropriate queue based on the criteria specified in the rule. You can create a routing rule that routes cases to the sales queue if the case type field has a value of “sales,” and to the service queue if the case type field has a value of “service.”