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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create assignment workbench matching criteria

# Create assignment workbench matching criteria {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Create one or more matching criteria that can be used in an assignment workbench
configuration.

## Before you begin

Role required: admin

## About this task

The assignment workbench uses configurable matching criteria, such as skills and
availability, to evaluate agents in a selected group and provide an overall ranking.
The Matching Criteria \[matching_dimension\] table stores the individual criterion
that can be added to a matching rule to create an assignment workbench
configuration.

## Procedure

1. Navigate to AllRouting and AssignmentCriteria.
2. Click New.
3. Enter a Name and a Description for the criterion.
4. Select the Type of matching criterion.

   | Option | Description |
   | Simple Match | Creates a one-to-one match. For example, match the time zone of an agent with the time zone of a task location. |
   | Aggregate | Takes a simple query as an input and provides aggregate results. The query returns a set of users. |
   | Scripted | Includes a scripted query which returns a list of users. |
   |-|-|

   {#create-assignment-wkbench-criteria__choicetable_at3_1ch_cw}
5. To create a Simple Match criterion, fill in the following fields.  
   {#create-assignment-wkbench-criteria__table_czw_ftc_nr__entry__2}

   | Field | Description |
   |-|-|
   | Applies to | The type of task that this criterion applies to. |
   | Field | The field from the selected task table that you want to match. |
   | Resource Table | The table that stores the resource to use for this matching criterion. |
   | Resource Matching Field | The field from the resource table that you want to match. |
   | Resource Field | The resource field to be displayed for the task records that match the resource records. |
   [Table 1. Simple match criterion fields]

   {#create-assignment-wkbench-criteria__table_czw_ftc_nr}
6. To create an Aggregate criterion, fill in the following fields.  
   {#create-assignment-wkbench-criteria__table_g2m_atw_rx__entry__2}

   | Field | Description |
   |-|-|
   | Aggregate Table | The type of task that this criterion applies to. |
   | Aggregate Filter | Use the condition builder to create a query that returns a set of users from the selected task table. For example, create a query that returns customer service cases with the following states: New, Open, Awaiting info. |
   | Aggregate Field | The field from the selected task table to be displayed for the task records that match the query conditions. |
   [Table 2. Aggregate criterion fields]

   {#create-assignment-wkbench-criteria__table_g2m_atw_rx}
7. To create a Scripted criterion, fill in the following fields.  
   {#create-assignment-wkbench-criteria__table_jl4_1dq_rx__entry__2}

   | Field | Description |
   |-|-|
   | Script | Create a customized script which returns a list of users. An example script is included. The expected return from a customized script is an array of resource sys_ids. |
   | Aggregate Field | The field from the selected task table to be displayed for the task records that match the query conditions. |
   [Table 3. Scripted criterion fields]

   {#create-assignment-wkbench-criteria__table_jl4_1dq_rx}
8. **Optional:** Enter a Display Name.
9. **Optional:** Enable the Use Reference field.  
   If you use a reference field, fill in the following fields.  
   {#create-assignment-wkbench-criteria__table_krs_phs_17__entry__2}

   | Field | Description |
   |-|-|
   | Reference Table | The table that stores the referenced information. |
   | Reference Filter | Add filter conditions to return the desired reference information. |
   | Reference Field | The field from the selected reference table to be displayed for the records that match the filter conditions. |
   | UI Filter Label | The label for this field that appears on the assignment workbench |
   [Table 4. Reference fields]

   {#create-assignment-wkbench-criteria__table_krs_phs_17}
10. Click Submit.
**Related concepts**   

* [Matching criteria for case assignment](https://www.servicenow.com/docs/Sc4BqM9tnlUY_zF_Klayow "The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking.")

*[\>]: and then