The Scenario
A South African ISP, "VumaLink", serves both residential customers and business clients. Residential tickets are high volume and low complexity (like router resets), while business clients pay for a premium SLA. Currently, all emails land in a single support inbox, causing business tickets to get lost in the noise.
The Brief
Design a routing logic blueprint that automatically tags and assigns tickets to the correct support tier. Map out how routing rules handle priority, customer tier, and language.
Deliverables
- A list of 5 routing rules detailing trigger conditions, action tags, and agent assignment groups
- A logical flow diagram or pseudo-code representation of the routing path for incoming tickets
- An SLA override rule for high-value business accounts (ZAR monthly spend threshold)
- Two test case walkthroughs proving the routing logic works as intended
Submission Guidance
Specify conditions precisely (e.g. `Subject contains [RESET] AND Domain NOT EQUAL to business.com`).
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.