Your question is Fixing Service Cloud Routing. Take a moment with it on the right.
Talk me through your thinking if you like. When you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes).
As a Salesforce Business Analyst, how would you approach this problem end-to-end: a customer support team reports many Service Cloud cases are being created, but agents say cases are not reaching the right queues and SLAs are being missed, and management wants to fix it without adding manual work for agents.
Explain how you would investigate the issue, align stakeholders, define requirements, evaluate Salesforce configuration options, and plan delivery. Include your proposed analysis, risks, validation approach, rollout plan, and success measures.