ServiceNow Certified Implementation Specialist – Human Resources — Question 58

An employee in Chicago submits a request using the Employee Service Center. The HR Case template associated with the HR Service defines the Skills needed, but not an Assignment Group.
Using base platform functionality, which of the following is the first step the system takes to assign the Case?

Answer options

• A. An Assignment Rule creates a list of possible assignees
• B. A Matching Rule assigns the Case to a group
• C. The Case must be manually assigned
• D. An Assignment Rule assigns the Case to a group

Correct answer: D

Explanation

The correct answer is D because the system uses Assignment Rules to automatically allocate Cases to appropriate groups based on predefined criteria. Option A is incorrect as it describes a process that occurs after the initial assignment, while Option B refers to Matching Rules which are not the first step in this scenario. Option C is wrong since the question specifically asks for the system's automatic actions rather than manual ones.