---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Route and assign cases

# Routing and assigning customer service cases {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Routing and assigning customer service cases

The case routing feature in ServiceNow enables automatic identification and routing of customer service cases to appropriate agents based on predefined conditions.
By creating matching rules that specify case attributes and agent criteria, and assignment rules that specify how to assign cases to users or groups, you can streamline case handling and ensure cases are routed to agents with the right expertise and availability.
Show full answer Show less  

## Matching Rules

Matching rules define the conditions a case must meet to qualify for routing and determine which agents are best suited to handle those cases. These rules are created using the Matching Rule form, where you:

* Select the task table (e.g., Case table) and specify case attribute conditions such as account, product, or priority.
* Choose a resource matching method to identify suitable agents:
  * **Simple:** Select users directly from a list.
  * **Advanced:** Use conditions based on roles, groups, skills, workload, or availability.
  * **Scripted:** Write custom scripts for specialized resource identification.
* Use Selection Criteria for integration with the assignment workbench.

## Assignment Rules

Assignment rules automatically assign cases to users or groups when matching rule conditions are met, provided the case is not already assigned. Key points include:

* Assignment rules are created from matching rules via a related link on the Matching Rule form.
* They specify the task table, conditions, and target user or group for assignment.
* Custom scripts can be used for more granular assignment logic.
* Matching rules and assignment rules are independent; changes in one do not synchronize to the other.

## MatchingRuleProcessor API

After defining matching rules, you can invoke the MatchingRuleProcessor API to execute these rules and retrieve a list of suitable agents (identified by sysids) for a given case.

## Reverse Matching

This feature allows matching tasks to resources instead of resources to tasks, using the same matching rules framework.  
The case routing feature uses matching rules and
assignment rules to identify customer service cases that meet certain conditions and then route
those cases to customer service agents.

## Overview

Create one or more matching rules that establish specific conditions that a
case must meet before it can be routed to an agent. Then use an assignment rule to route
those cases to agents based on product knowledge and availability. You can also invoke the
MatchingRuleProcessor API to execute the matching rules and return a list of users
(sys_ids).{#c_CaseRouting__t_intro}

## Matching Rules

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. Matching rules are created using the Matching
Rule form.{#c_CaseRouting__hr_intro}

To identify case attributes, select a table that stores the task type (for example, the
Case table) and then use a condition builder to create one or more conditions that a case
must meet before being routed. For example, you can build conditions for a specific account
and product or for a specific product and priority level.  
To identify an agent resource, use one of the following resource matching methods:

* Simple: Select the resource name from a list of users.
* Advanced: Build conditions that filter the available agent resources. These conditions can be based on user role, agent group, specific skills, work load, or agent availability.
* Scripted: Create a customized script to identify agent resources.
{#c_CaseRouting__ul_lx4_dhd_gt}Another resource matching method, Selection Criteria, can be used to create a matching rule with selected matching criteria for use with the assignment workbench.

## Assignment Rules

Use assignment rules to automatically assign task to users and groups. Create an assignment rule for a matching rule by selecting the Create assignment rule related link on the Matching Rule form. When the matching rule conditions are met, a case can be routed to a user or a group using the assignment rule. The assignment rule is applied only if the task isn't already assigned to another user or group.  
Note:  
Matching rules and assignment rules are independent records with no synchronization. If you change the Applies to component of the matching rule, it isn't reflected in the assignment rule.  
When you create an assignment rule, you select the following:

* The table for the task type and the conditions that must be met before the task is assigned.
* The user or the group to which the task is assigned.
{#c_CaseRouting__ul_abj_m1s_rx}Alternately, you can create a script to further customize the assignment rule.
* **[Invoke the MatchingRuleProcessor API](https://www.servicenow.com/docs/YWEr5ZxC_JJxvs0bHXdkkw)**   
  After you create one or more matching rules, you can invoke the MatchingRuleProcessor API and run the rules.
* **[Reverse matching](https://www.servicenow.com/docs/mvQX5816T~6LL08OoToHcw)**   
  Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.

**Related topics**   

* [Assignment rules module](https://www.servicenow.com/docs/access?context=c_AssignmentRulesModule&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US)