ServiceNow Certified Implementation Specialist – Customer Service Management — Question 249

The assignment workbench uses configurable matching criteria to evaluate agents in a selected group and provide an overall ranking. What are the different types of criteria available for the assignment workbench? (Choose three.)

Answer options

• A. Correlation
• B. Availability
• C. Scripted
• D. Simple Match
• E. Aggregate

Correct answer: C, D, E

Explanation

The correct options, C (Scripted), D (Simple Match), and E (Aggregate), represent the available criteria that can be configured in the assignment workbench for ranking agents. Options A (Correlation) and B (Availability) are not recognized as types of criteria within the context of the assignment workbench.