What are routing rules used for?

• A. Filtering out records that don't meet criteria the workqueue is looking for.
• B. Sorting records by creation date.
• C. Automatically assigning staff to departments.
• D. Generating performance reports for training.

Answer: (A)

Routing rules determine how records move through a workflow by applying conditions to each record and directing those that match to the appropriate work queue. This is essentially about filtering: only records that meet the defined criteria are routed for processing, ensuring the right items go to the right path and workload stays organized. Sorting by creation date would just reorder items and doesn’t decide where they go. Automatically assigning staff to departments shifts responsibility but isn’t about selecting which records enter a queue. Generating performance reports is a reporting task, not routing.