---
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


---

# Assignment workbench overview

# Assignment workbench overview {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Assignment workbench overview

The Assignment Workbench is a tool designed for customer service managers to efficiently assign tasks to agents by intelligently evaluating agent suitability based on configurable criteria such as skills and availability.
It provides a ranked list of agents within a selected assignment group, helping managers quickly identify the best agent for a task and assign it with a single click.
Show full answer Show less  

## Key Features

* **Agent Evaluation and Ranking:** Agents are ranked based on matching criteria like availability, skills, and assigned cases. Higher ranks indicate better matches. Ties in ranking are possible.
* **Configurable Filters:** Users can filter agents by assignment groups and skills, including mandatory skills that must be possessed by agents for specific tasks.
* **Real-time Updates:** Changing groups or skills immediately updates the agent list and rankings.
* **Mandatory Skills Support:** When enabled, only agents with the required mandatory skills are displayed and ranked accordingly. Agents cannot modify mandatory skills themselves.
* **Access and Usability:** The workbench is accessed via the Find Agents icon on task forms, available only in certain record states (Open, Awaiting, Cancelled) and when users have write permissions on the Assigned to field.
* **Sorting and Assignment:** Managers can sort agents by any matching criterion column and assign tasks with a single click, updating the task assignment field instantly.

## Configuration

The workbench configuration is managed through matching rules of the Selection criteria type. The default matching rule, "Recommendation for Case Assignment," includes criteria such as Availability Today, Matching Skills, and Assigned Cases. Customers can modify existing criteria, create new ones, or implement mandatory skills support by replacing the Matching Skills criterion with a specialized one that handles mandatory skills.

## Practical Use for ServiceNow Customers

* Use the Assignment Workbench to streamline and standardize task assignments, improving agent utilization and customer service efficiency.
* Configure matching criteria and rules to align with your organization's skill requirements and availability considerations.
* Leverage mandatory skills filtering to ensure tasks are assigned only to qualified agents.
* Access the workbench directly from task forms to quickly identify and assign the best-suited agent.
* Adjust the number of agents displayed per page for optimal performance based on your environment's scale.

## Additional Details

* **Plugins:** The Assignment Workbench plugin is included with Customer Service Management, and a demo plugin is available for sample data.
* **Tables and Roles:** The workbench uses specific tables to store matching criteria and rules and introduces roles such as Assignment Workbench and Skill User to control access.
* **Properties:** Configurable properties allow customization of button titles, window behavior, and pagination settings.  
The assignment workbench enables customer service managers to assign tasks to agents
efficiently and intelligently. The workbench uses configurable criteria, such as skills and
availability, to evaluate the agents in a selected group and provide an overall ranking.
Managers can view these results and click one button to assign a task.  
The assignment workbench displays all the relevant information for task assignment, including:

* A list of the agents in the task assignment group.
* The matching criteria used to evaluate the agents.
* An overall ranking for each agent in the assignment group.
* A filter with the current assignment group and the skills identified for the task, including any mandatory skills.
{#case-assignment-workbench__ul_whs_w2z_rx}

Agents are ranked from 1 to any number based on the criteria configured for the workbench.
The more criteria that matches, the higher an agent's rank. When the criteria for two agents
is the same, the agents have the same rank. Point to an agent's rank to display the details.  
Use the filter to change the assignment group and to add or remove skills. Changes to the assignment group or to the skills lists are reflected immediately in the workbench:

* Changing the assignment group displays a different list of agents.
* Adding or removing skills can change the agent ranking.
{#case-assignment-workbench__ul_ozy_pk1_g2b}  
If you are using the [mandatory
skills](https://www.servicenow.com/docs/vi0RhnQmcSWBLPL5jisDKw "Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.") feature, the agents displayed in the assignment workbench are filtered by the skills in the Mandatory Skills Added list and then ranked by the other matching criteria.  
Note:  
Agents cannot add or remove mandatory skills or make a skill not mandatory.

## Configuring the assignment workbench

The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type. The default configuration uses the Recommendation for Case Assignment matching rule, which includes three of the four default matching criteria:

* Availability Today
* Matching Skills
* Assigned Cases
{#case-assignment-workbench__ul_tf5_4rl_sx}  
Based on these matching criteria, the workbench calculates and displays an overall rank for each agent in the group. You can modify or create matching criteria and the Recommendation for Case Assignment matching rule as needed or you can create your own configuration following these steps:

1. Create one or more matching criteria.
2. Create a matching rule with the Selection criteria matching type.
3. Open the matching rule and add the desired matching criteria.
{#case-assignment-workbench__ol_i1w_zrl_sx}

If you are using mandatory skills, you must replace the Matching Skills criterion in this matching rule with the Matching Skills - Mandatory Skills Support criterion to match agents with mandatory skills
required for a case.

## Using the assignment workbench

Access the assignment workbench by clicking the Find Agents icon next to the Assigned to field on the task form.  
Note:  
The state of the current record determines the availability of the Find Agents icon. The icon is available for records in the Open, Awaiting, and Cancelled states, and if the user has write access for the Assigned to field. The icon is not available for records in the New or Closed states or when the Assigned to field is read-only for the current user.

Sort the list of agents by any of the matching criteria by clicking the desired column
header, which reorders the suggested agents based on the selected criteria.

Select a different assignment group from the Group list in the
filter. The list of agents is updated based on the selection. If the selected group does not
contain any agents, a message is displayed to select another group.

Add or remove skills from the Skills list in the filter. These
selections are reflected in the Matching Skills column.

Skills that have been identified as mandatory for a task are displayed in the
Mandatory Skills Added list. These selections are also reflected in
the Matching Skills column. You cannot add or remove skills from this
list.

Select an agent and click Assign to assign the task. The workbench
closes and returns to the Case form. The Assigned to field is updated
with the selected agent. Click Save on Case form to save this
assignment.

## Plugins

The Assignment Workbench plugin (com.snc.assignment_workbench) is activated as part of
Customer Service Management.

The Case Assignment Workbench Demo plugin (com.snc.case_assignment_workbench_demo) provides
demo data for the workbench.

## Tables

Assignment Workbench adds the following tables. {#case-assignment-workbench__table_mtm_mmc_mkc__entry__2}

| Table | Description |
|-|-|
| Matching Criteria \[matching_dimension\] | Stores the matching criteria that can be used to create a configuration for the assignment workbench. |
| Select Criteria \[matching_dimension_for_assignment\] | Stores the matching criteria for an assignment workbench configuration matching rules. |
| Matching Rule \[matching_rule\] | Stores matching rules, including the matching rules that configurations for the assignment workbench. |
[Table 1. Assignment Workbench tables]

{#case-assignment-workbench__table_mtm_mmc_mkc}

## User Roles

Assignment Workbench adds the following roles. {#case-assignment-workbench__table_bxx_zpb_kt__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Assignment workbench \[assignment_workbench\] | Provides access to the assignment workbench for customer service agents and consumer service agents. | Skill user \[skill_user\] |
[Table 2. Assignment Workbench roles]

{#case-assignment-workbench__table_bxx_zpb_kt}

## Properties

Assignment Workbench adds the following properties.{#case-assignment-workbench__table_jzs_2kx_kt__entry__2}

| Property | Description |
|-|-|
| assignment_workbench.find.agents.title | Title for the macro button. * Type: string * Default value: Find Agents * Location: Routing and AssignmentProperties {#case-assignment-workbench__ul_ggl_jmx_kt} |
| assignment_workbench.new.window | When enabled, opens the assignment workbench in a new window. * Type: true \| false * Default value: false: * Location: Routing and AssignmentProperties {#case-assignment-workbench__ul_bnc_4mx_kt} |
| assignment_workbench_no_of_agents | Number of agents per page. (To get better performance, do not use more than 50 agents per page.) * Type: choice list * Default value: 30 * Location: Routing and AssignmentProperties {#case-assignment-workbench__ul_nyq_pnx_kt} |
[Table 3. Assignment Workbench properties]

{#case-assignment-workbench__table_jzs_2kx_kt}
**Related tasks**   

* [Configure assignment workbench](https://www.servicenow.com/docs/yaHCCDS7zavaneFJdutReA "The assignment workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.")

*[\>]: and then