CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ151

VerifiedCustomer Service Management System Setup and Configuration

Depending on the CSM application configuration, cases can be assigned to agents manually or through auto-assignment. Which routing and assignment features use matching rules?

Choose two
Explanation

Assignment Workbench stores its configuration in a matching rule and uses matching criteria to evaluate and rank agents. A matching rule can also support automatic assignment when it is associated with an assignment rule.

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