ServiceNow Certified Implementation Specialist – Customer Service Management — Question 76

What are the conditions that matching rules are based on? (Choose two.)

Answer options

• A. Agent resources best suited to work on a case
• B. Specific routing rules
• C. Filters set up in advanced work assignment
• D. Specific case attributes

Correct answer: A, D

Explanation

The correct answers, A and D, highlight the focus on agent resources and specific case attributes, both essential for effective case management. Options B and C, while relevant to case handling, do not directly pertain to the matching rules criteria.