Basic routing rules not working

Question

I am completing this training exercise which has me create basic routing rule sets for cases based on the service level assigned to the case. E.g. If the case's service level = 'Gold', then route to the 'Gold queue'.

I have followed the instructions to the letter, setup the rules, enabled the service level field on the case table, but when I apply the routing rules, the cases do not appear in the queues as they should.

I have checked:

• The heirarchy of my rule items in the routed rule set is correct.
• The rule item criteria and action follow this logic:

• The rule set is active:

• The case meets the criteria (e.g. Service level = Gold)

• I cleared my browser cache and restarted it, then used the 'save and route' button:

• However, the relevant queue remains empty:

This question is related to the following Learning Module

Answer 1

Hi Roy,

We appreciate your understanding and patience regarding this matter.

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