CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ123

VerifiedCustomer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance Analytics

The assignment workbench uses configurable matching criteria to assess agents in a selected group and generate an overall ranking. Which types of criteria are available for the assignment workbench?

Choose three
Explanation

The available matching-criteria types are Simple Match, Aggregate, and Scripted. Simple Match creates a one-to-one match, Aggregate runs a query that returns aggregate results, and Scripted uses a scripted query that returns a list of users. Availability is a predefined matching criterion, not a type.

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