Smart routing is an automated system that assigns leads, support tickets, or tasks based on predefined criteria such as expertise, workload, or priority. Businesses use smart routing within their CRM to ensure that sales inquiries reach the most qualified representative, customer support tickets are directed to the right agent, and tasks are efficiently distributed. By leveraging AI and workflow automation, smart routing minimizes delays, enhances customer experiences, and optimizes team efficiency. It is crucial in lead management, customer support operations, and service request handling. CRM systems with smart routing analyze incoming data and intelligently match it to the best resource, improving resolution times and conversion rates.