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.)
Configuring the assignment workbench
The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type. The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria:
Availability Today
Matching Skills
Assigned Cases
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html
ACD is correct.
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html
Explanation:
The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria:
- Assigned Cases (A.)
- Matching Skills (C.)
- Availability Today (D.)
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html
Correct Ans
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/case-assignment-workbench.html
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