Question

A support administrator at Northern Trail Outfitters has created two separate case assignment rules: one for handling product return cases and another for warranty cases. After activating the warranty rule, agents report that returns are no longer being routed to the correct queue. What is the most likely cause of this issue?

Accepted Answer

Only one case assignment rule can be active at a time, so activating the warranty rule deactivated the returns rule.

Answer

Case assignment rules require an auto-response rule to be active before they route cases.

Answer

The two rules must be combined into a single validation rule to function together.

Answer

Assignment rules only work when the case is created through Email-to-Case, not manually.