In which scenario will a routing rule be applied to a case record?

A routing rule is specifically designed to be applied during the process of case creation, particularly when cases are created automatically in the system. This ensures that cases are appropriately assigned to the correct agents or teams based on predefined criteria, such as priority, type of issue, or availability of resources.

When a case is created through automated processes, routing rules can evaluate the incoming data and make real-time decisions about where to direct the case in order to facilitate efficient handling and resolution.

In contrast, when a case is manually created or saved iteratively by an agent, routing rules may not apply as these scenarios are not typically ones where automatic handling is required. The same applies when an agent selects the "Add to Queue" button; this action is a manual intervention and does not trigger the routing rule mechanism as an automatic case creation would.