CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ206

VerifiedCustomer Service Management System Setup and Configuration

Which matching criteria are available for case assignment in Customer Service Management?

Choose three
Explanation

Customer Service Management case-assignment matching rules can evaluate an agent’s matching skills, current assigned-case workload, and availability for the current day. These criteria support assigning cases to suitable and available agents while accounting for their existing workload.

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