Can a release include policies and routing rules, or only the submitted cases?

**Q: Can a release include policies and routing rules, or only the submitted cases?**

A: A buyer can ask for both. Cases without a rule base leave the evaluator guessing what 'correct' means, so a task pack could ship the rules the answer keys depend on.

Typical policy material includes:

- **Completeness rules** by product or case type, listing mandatory fields, documents and acceptable alternatives. - **Routing tables** with queue names, criteria such as value band, region, risk flag or product line, and a stated tie-break order. - **Exception rules** that name which role may waive a requirement and what must be recorded when they do. - **Effective dates and versions**, so a case can be judged against the rule that applied when it arrived. - **Deliberate conflicts**, such as two rules that both match, where the answer key records which one prevails and why.

Each answer key can cite the rule identifier it relies on. That lets a reviewer check the key against the policy, and lets you tell the difference between an agent that disagrees with the key and an agent that applied a superseded rule.

The policies are generated, not copied from any organisation's manuals. If your own policies differ, scope a pilot where your rules are supplied and the generated cases are built around them.