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.

[Raj_Nishant92]

Hi 其偉単,

The correct answer is B. Providing dynamic matching of cases to groups or individuals.

Let me explain why:

• Matching rules in ServiceNow are used to enhance the case assignment process by dynamically matching cases to the most appropriate group or individual based on criteria that can include skills, availability, location, and other attributes.

• The key word in the question is "dynamic." Matching rules provide the flexibility to define conditions and criteria that can evaluate multiple factors when assigning cases, such as group membership, individual attributes, and specific business rules. This ensures that cases are assigned to the best possible agent or group.

Why not A or D?

• A (Matching best agent by availability): While availability can be a factor in assigning cases, matching rules are not limited to just availability. They can use a wide range of criteria.

• D (Matching best agent by skill): This is a valid criterion in case assignment, but matching rules are broader and offer more flexibility than just skills. Skills-based routing is a subset of what matching rules can achieve. They can evaluate multiple attributes, including skills, but also consider other factors like case priority, group availability, etc.

So, B is the most accurate answer as it reflects the full range of functionality that matching rules provide.

[其偉単 · Accepted solution]

I just found the right answer. 
If you open 'Availability Today' and 'Matching Skills' criteria, the description suggests 'Availability based on the schedule, overlap timezone and current time..' and 'Availability based on the skill.' and also script mentions 'This scripted dimension will return a list of agents with the availability data as below'