ServiceNow Certified Implementation Specialist – Human Resources — Question 9

In the base instance, what determines the conditions a Case must meet before it can be assigned to an agent?

Answer options

• A. Matching Rules
• B. Client Rules
• C. ACLs
• D. Escalation Rules

Correct answer: A

Explanation

The correct answer is A, as Matching Rules specify the criteria that must be met for cases to be assigned to agents. The other options, such as Client Rules, ACLs, and Escalation Rules, serve different purposes and do not directly influence case assignment criteria.