Routing is meant to distribute work efficiently within an organization.

What are types of routing? a. Assignment level routing b. Approval based routing

Out-Of-The-Box (OOTB) Routing Options

• Current User
• Specific User
• WorkQueue
• Custom
• Business Logic

Routing : 2 types:

1. Assignment Level Routing Current user, Specific user, Business logic, Custom and WorkQueue
2. Approval Level routing a. Single Level Approval b. Cascading Approval b.1 => Reporting Structure b.2 => Authority matrix

Difference between Worklist and WorkQ:

• Worklist - Route an assignment to a specific user responsible for performing selected tasks.
• Work Queue – Route an assignment to a group of users who all are able to complete the task

Work Group:

A work group identifies a cross-functional team that contains a manager and a work queue. The work queue in a work group contains shared work. Operators associated with a work group can share work among operators in different business units.

• Case Manager portal - refers to work groups as teams.

By using skill-based routing the assignment is routed to an operator in the workgroup who has the requisite skills and possibly the desired skills.