Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5