QuestionQ57Verified/Customer Service Management System Setup and ConfigurationCopy linkReport a problemAsk AstroTutorSave questionWhich conditions are matching rules based on?Choose twoAAgent resources best suited to work on a caseBSpecific routing rulesCFilters set up in advanced work assignmentDSpecific case attributesShow AnswerAnswerExplanationServiceNow CSM matching rules are based on conditions that identify specific case attributes and conditions that identify the agent resources best suited to handle cases with those attributes. Routing rules are separate records used after matching conditions are met.Learn moreServiceNow: Route and assign casesShow comments4Show commentsCommunity DiscussionNo comments yet. Be the first to start the discussion!
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