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ServiceNow CIS-CSM: What are available matching criteria for case assignment in Customer Service Management?

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

ServiceNow Certified Implementation Specialist – Customer Service Management CIS-CSM certification exam practice question and answer (Q&A) dump with detail explanation and reference available free, helpful to pass the ServiceNow Certified Implementation Specialist – Customer Service Management CIS-CSM exam and earn ServiceNow Certified Implementation Specialist – Customer Service Management CIS-CSM certification.