---
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


---

# Configure case routing and assignment

# Configure case routing and assignment {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The case routing feature uses matching rules and assignment rules to identify cases
that meet certain conditions and then route those cases to customer service
agents.

## Before you begin

Role required: csm_guided_setup_user or admin

## About this task

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.

Assignment rules automatically assign tasks to users and groups when the conditions
in a matching rule are met. Create an assignment rule for a matching rule using the
Create assignment rule related link on the Matching Rule
form.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started.
3. In the Case Management category, view the list of tasks to configure the feature.  
   {#configure-case-routing-assignment__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Create matching rules for case routing | 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. |
   | Create assignment rules for case routing | Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met. |
   [Table 1. Case Routing and Assignment]

   {#configure-case-routing-assignment__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   This button opens the page in your instance where the configuration is
   completed.
{#configure-case-routing-assignment__steps_ckx_sxc_kjb}
**Related reference**   

* [Routing and assigning customer service cases](https://www.servicenow.com/docs/m0GxVowYV0lzrXzOF12xuQ#c_CaseRouting "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.")

*[\>]: and then