Routing Cases by Your Rules
Send each case to the team that should have it, with the routing rule cited and the service level attached.
About this use case
Misrouted cases are expensive in a way that does not show up in any single queue. They sit, they get returned, they get re-read by three people, and the customer's clock runs the whole time. Routing rules exist; applying them consistently across a day's volume does not happen.
This use case reads each case and routes it by your rules, citing the line that governs, and names what the receiving team will need so the handoff arrives complete.
Each case carries the rule that routed it and the service level attached; a case matching two rules is routed by the procedure's precedence with the alternative shown; a case involving a deceased customer goes to the specialized team with the handling requirements listed.
Documents to consider
- Your routing rules and team responsibility map
- Service levels and capacity by team
- Escalation and specialized handling criteria
- Case type definitions
- Handoff and documentation standards
The prompt
Written to be pasted straight into your AI assistant, with the documents it asks for attached. Request access below and we’ll send it over.
Files
Nothing to download here. This prompt runs against your own institution’s material — the documents it lists above.
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