Matching rules

[其偉単]

Matching rules enhance assignment capability by __________.

A. Matching best agent by availability

B. Providing dynamic matching of cases to groups or individuals

C. Determining if account is a customer or partner

D. Matching best agent by skill

Someone told me the answer is A, But why not D.
Could somebody help me with this quesiton. Thank you.

[Voona Rohila]

Hi @其偉単 

Yes Skill is correct to but the agent should be available first.

[Mexiprince]

@其偉単 

A and D are individual criteria options available for matching cases or work order or tasks. Here the question speaks about Matching rules enhance assignment capability by Thus B is the correct Answer - B. Providing dynamic matching of cases to groups or individuals.

Reference:  https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-servi...

https://docs.servicenow.com/bundle/xanadu-field-service-management/page/product/field-service-manage...

[Abhishek_Thakur]

Hello @其偉単 ,

As a CIS-HRSD certified implementation specialist, the correct answer is D, because matching rule is the capability that matches your case to the specific skilled agent who are highly qualified to handle particular type of case like, payroll, med claims, reimbursement etc.

Please mark my answer as accepted solution and give thumbs up, if it helps you.

[其偉単]

Thank you very much for the answers. But more confused than ever...