Table of Contents
Question
What are available matching criteria for case assignment in Customer Service Management? (Choose three.)
A. Partner Hours
B. Matching Skills
C. Distance
D. Certifications
E. Assigned Cases
F. Availability Today
Answer
B. Matching Skills
C. Distance
D. Certifications
Explanation
The correct answer for the question is B, C, and D. The available matching criteria for case assignment in Customer Service Management are:
- Matching Skills: This criterion matches the skills required for the case with the skills of the agents or groups. For example, if a case requires knowledge of SQL, it will be assigned to an agent or group that has SQL as one of their skills.
- Distance: This criterion matches the distance between the customer location and the agent or group location. For example, if a case requires a field service visit, it will be assigned to an agent or group that is closest to the customer.
- Certifications: This criterion matches the certifications required for the case with the certifications of the agents or groups. For example, if a case requires a certified technician, it will be assigned to an agent or group that has the relevant certification.
The other options are not valid matching criteria for case assignment in Customer Service Management. Partner Hours, Assigned Cases, and Availability Today are not related to the case requirements or the agent or group qualifications. They are more related to the agent or group availability or capacity.
Reference
- ds-case-management-in-servicenow-customer-service-management.pdf
- ds-customer-workflows-use-case-guide.pdf (servicenow.com)
- What is Customer Case Management [Tips + Software to Help] (hubspot.com)
- What is Customer Case Management? – ServiceNow
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