We can use this option to create routing rules for cases that need to be routed to a specific queue, user, or team. Let's imagine we want to set up a routing rule to automatically transfer high-priority cases to a high-priority queue. The following screenshot shows us how we can do this:
First, we need to create a routing rule record, and then, we can click on the + to create rule items. Under Rule Items, we can define the rule name and rule criteria. In the Rule Criteria, we can set up a rule that if a case priority field is set to High, then the case should be transferred automatically to the High Priority Queue.