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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated September 10, 2026  
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## Summary of Routing and assigning customer service cases

The case routing feature in ServiceNow helps automatically identify and route customer service cases to appropriate agents by using matching and assignment rules.
Matching rules define the specific conditions a case must meet, while assignment rules determine which agents or groups receive those cases based on expertise and availability.
Show full answer Show less  

## Matching Rules

Matching rules consist of two sets of conditions:

* **Case attributes:** Define criteria a case must meet using a condition builder on the relevant task table (e.g., Case table). This could include filters such as account, product, or priority.
* **Agent resources:** Identify suitable agents through one of several methods:
  * **Simple:** Select specific users from a list.
  * **Advanced:** Use conditions based on user roles, agent groups, skills, workload, or availability.
  * **Scripted:** Customize agent selection with scripts.

Additionally, the Selection Criteria method allows building matching rules for use with the assignment workbench.

## Assignment Rules

Assignment rules automatically assign cases to users or groups once matching rule conditions are met. These rules are independent of matching rules and must be created separately, typically via a link on the Matching Rule form.

* They apply only if the case is not already assigned.
* Assignment rules specify the task table, condition filters, and the user or group to assign.
* Scripts can also be used to customize assignment logic further.

## Practical Benefits for ServiceNow Customers

* Enables efficient and automated distribution of customer cases to the most qualified agents.
* Improves case handling by matching cases to agent skills and availability.
* Offers flexibility through multiple matching methods and customizable assignment rules.
* Supports integration with APIs like MatchingRuleProcessor for programmatic matching and assignment.  
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.
**Related topics**   

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