If you open 'Availability Today' and 'Matching Skills' criteria, description suggest 'Availability based on the schedule, overlap timezone and current time..' and 'Availability based on the skill.' and also script mentioned 'This scripted dimension will return list of agents with the availbility data as below '. So answer is A) Matching best agent by availability
Answer: B ( The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.)
To create matching criteria, select the type and use the fields related to that type to build the query. After creating matching criteria, you can create a configuration for the assignment workbench by creating a matching rule of the type Selection criteria and selecting the desired matching criteria.
As part of selecting the matching criteria for the workbench configuration, you can specify the following settings for each individual criterion:
ranking and display usage
ranking method
ranking weight
threshold
active/inactive
I initially thought the answer was A as everyone else has posted (or possibly also D), but then I found the following definitions and now I think the answer could be C:
Create matching rules for case routing - Matching rules are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.
Create assignment rules for case routing - Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met.
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-case-routing-assignment.html
Given answer is correct.
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html
upvoted 2 times
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