Configuring service management settings

We can use service management settings to set up the administrative configuration for the service app or service module. We have already discussed some of the configurations available in this section, so we are going to discuss some important service configurations here.

Routing Rules Sets

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...