What happens to a work item if all applicable routing rule item conditions are evaluated as False?

When all applicable routing rule item conditions are evaluated as False, the work item's designated action is to be sent to the organization's default queue. This ensures that no work item is left unassigned or neglected, providing a systematic way to handle unexpected or unqualified work items.

The default queue acts as a holding area for work items that don’t meet specific routing criteria set by the organization. This administrative approach aids in maintaining efficiency since items that cannot be directly routed can still be processed later, allowing agents to review and assign them based on availability or expertise.

In contrast, the other choices imply different workflows or actions that are not triggered in this specific scenario. For instance, assigning the item to the next available agent would only occur if routing conditions were met. Sending a survey to the customer or converting the item to a case record reflects engagements that assume more information or attributes than what exists when all routing conditions return False. Thus, routing these items to the default queue is the most appropriate action in such cases, ensuring that all work items are accounted for.