When creating routing rules or addons that route to queues, allow for case-insensitivity. For example, normal behavior would prevent the renewal button from showing in the default 9.1 web pages if a routing rule includes "Checked Out To Customer" instead of "Checked Out to Customer" since this isn't the correct name case sensitivity in ILLiad. Allowing for case insensitivity could open the door to allowing for custom field names.