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Logic-based assignment routing

Logic-based assignment routing uses business criteria that you define to control when and by whom an assignment is processed in a case. By routing assignments to a specific user or group of users, you can help ensure that cases are resolved faster.

For example, you can route the assignment to a work queue when a case has a low priority and a recent create date, or route the assignment to a worklist when a case has a high priority.

You configure routing options when you add an assignment to a process in Case Designer. For each assignment, you can select a routing method and then define a set of conditions that must be met at run time. You can repeat this process to group multiple routing methods and conditions into a logical expression.

Example business logic for routing an assignment

Example business logic for routing an assignment

You must select a routing method for the assignment to use when no conditions are met at run time.

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Published July 13, 2016 — Updated November 29, 2016

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