ServiceNow Certified Implementation Specialist – Customer Service Management — Question 26

Assignment workbench enables customer service managers to assign tasks to agents via configurable criteria known as Matching Rules. Which out-of-the-box configurable criteria can be used? (Choose three.)

Answer options

• A. Assigned Cases
• B. Agent Affinity
• C. Availability Today
• D. Matching Skills
• E. Agent History

Correct answer: A, C, D

Explanation

The correct answers, A (Assigned Cases), C (Availability Today), and D (Matching Skills), are legitimate criteria that can be configured for task assignment. Options B (Agent Affinity) and E (Agent History) are not standard configurable criteria available out-of-the-box for this purpose.