To process cases quicker, ensure that assignments are routed to the most appropriate workers by using custom APIs for business logic-based routing. You can choose from default APIs or add custom APIs to meet your unique business needs. You can also override APIs to modify lists of available operators and work queues, so that the lists contain only relevant workers.

For example, in a field service application you create an assignment with business logic that routes the service request to the operator whose postal code matches the location of the customer who raised the request. At run time, the system compares customer's postal code with the conditions configured in the business logic. The system then routes the assignment to the operator whose postal code meets the condition.