ServiceNow Certified Implementation Specialist – Customer Service Management — Question 164

Depending on the CSM application configurations, cases can be assigned to agents manually or by using auto-assignment. Which routing and assignment features leverage matching rules? (Choose two.)

Answer options

• A. State Flows
• B. Assignment Workbench
• C. Assignment Rules
• D. CSM Workspace

Correct answer: B, C

Explanation

The correct answers are B and C because the Assignment Workbench and Assignment Rules specifically utilize matching rules to determine how cases are assigned to agents. Options A and D do not focus on the application of matching rules for case assignment.