ServiceNow Certified Implementation Specialist – Customer Service Management — Question 108

What are available matching criteria for case assignment in Customer Service Management? (Choose three.)

Answer options

• A. Partner Hours
• B. Matching Skills
• C. Distance
• D. Certifications
• E. Assigned Cases
• F. Availability Today

Correct answer: B, E, F

Explanation

The correct answers, B (Matching Skills), E (Assigned Cases), and F (Availability Today), are specifically used to determine how cases are assigned based on the agents' skills, their current workload, and their availability. Options A (Partner Hours), C (Distance), and D (Certifications) do not directly pertain to the criteria used in case assignment within the Customer Service Management framework.