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

A basic routing rule is designed to automate the process of directing incoming cases to the appropriate queue or agent based on specific criteria. This routing occurs because it helps ensure that cases are handed off effectively to those best suited to address them.

In the scenario where a case is created automatically, such as through an API integration or via an automated service request, the application of routing rules is particularly crucial. The system analyzes the characteristics of the new case and applies the routing logic to determine where the case should go, making sure it gets the attention it needs without requiring any manual intervention from an agent. This process enhances efficiency, reduces response times, and improves service delivery.

In contrast, when a case is manually created, saved, or added to a queue, the routing rule may not factor in because those actions typically involve human input, which can alter the conditions under which the rules apply. In these instances, cases are directed by the agent's immediate actions rather than automated logic. Therefore, the correct answer highlights the context in which routing rules are designed to function autonomously and efficiently.