CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ104

VerifiedEngagement Methodology and Project Planning

Assignment Workbench lets customer service managers assign tasks to agents using configurable criteria called Matching Rules. Which out-of-the-box configurable criteria are available?

Choose three
Explanation

The default Assignment Workbench configuration includes the matching criteria Availability Today, Matching Skills, and Assigned Cases. These criteria respectively assess an agent’s availability, applicable skills, and current assigned-case workload.

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