<h2>Routing and assigning customer service cases</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="reference" /><meta name="DC.title" content="Routing and assigning customer service cases" /><meta name="abstract" content="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." /><meta name="description" content="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." /><meta name="DC.subject" content="Customer Service Management, case routing, matching rules, assignment rules" /><meta name="keywords" content="Customer Service Management, case routing, matching rules, assignment rules" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/concept/administer-customer-service.html" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/concept/customer-service-bus-unit-overview.html" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/concept/c_CustomerServiceManagement.html" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/concept/configure-customer-service.html" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/task/t_InvokeMatchingRuleAPI.html" /><meta name="DC.relation" scheme="URI" content="../../../product/customer-service-management/task/t_ReverseMatching.html" /><meta name="DC.relation" scheme="URI" content="../administer/task-table/concept/c_AssignmentRulesModule.dita/c_AssignmentRulesModule.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2022-08-04" /><meta name="DC.date.modified" content="2024-02-05" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="c_CaseRouting" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Routing and assigning customer service cases</title></head><body id="c_CaseRouting"> <div class="breadcrumb"><a class="link" href="../../../product/customer-service-management/concept/customer-service-bus-unit-overview.html" title="Resolve complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.">Customer Service Management</a> > <a class="link" href="../../../product/customer-service-management/concept/c_CustomerServiceManagement.html" title="The ServiceNow Customer Service Management application enables you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Create cases as needed and route cases to available customer service agents with the necessary skill sets.">Customer Service Management</a> > <a class="link" href="../../../product/customer-service-management/concept/configure-customer-service.html" title="Use the Customer Service Management guided setup to configure the features, components, and integrations that you need to provide service and support to your customers.">Configuring Customer Service Management</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Routing and assigning customer service cases</h1> <div class="body refbody"><p class="shortdesc">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.</p> <div class="section" id="c_CaseRouting__section_q4f_bbn_31c"><span>This video covers various aspects of configuration for routing and assignment including creating assignment rules, the assignment workbench and advanced work assignment.</span> </div> <div class="section"><h2 class="title sectiontitle">Overview</h2> <p class="p" id="c_CaseRouting__t_intro">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).</p> </div> <div class="section"><h2 class="title sectiontitle">Matching Rules</h2> <p class="p" id="c_CaseRouting__hr_intro">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.</p> <p class="p">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.</p> <div class="p">To identify an agent resource, use one of the following resource matching methods: <ul class="ul" id="c_CaseRouting__ul_lx4_dhd_gt"><li class="li"><span class="ph uicontrol">Simple</span>: select the resource name from a list of users.</li><li class="li"><span class="ph uicontrol">Advanced</span>: 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.</li><li class="li"><span class="ph uicontrol">Scripted</span>: create a customized script to identify agent resources.</li></ul> Another resource matching method, Selection Criteria, can be used to create a matching rule with selected matching criteria for use with the assignment workbench.</div> </div> <div class="section"><h2 class="title sectiontitle">Assignment Rules</h2> <div class="p">Use assignment rules to automatically assign task to users and groups. Create an assignment rule for a matching rule by clicking the <span class="ph uicontrol">Create assignment rule</span> 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 is not already assigned to another user or group. <div class="note"><span class="notetitle">Note:</span> Matching rules and assignment rules are independent records with no synchronization. If you make a change in the <span class="ph uicontrol">Applies to</span> component of the matching rule, it is not reflected in the assignment rule</div> </div> <div class="p">When you create an assignment rule, you select the following:<ul class="ul" id="c_CaseRouting__ul_abj_m1s_rx"><li class="li">The table for the task type and the conditions that must be met before the task is assigned.</li><li class="li">The user or the group to which the task is assigned.</li></ul> Alternately, you can create a script to further customize the assignment rule.</div> </div> </div> <div class="related-links"> <ul class="ullinks"><li class="link ulchildlink"><strong><a href="../../../product/customer-service-management/task/t_InvokeMatchingRuleAPI.html">Invoke the MatchingRuleProcessor API</a></strong><br /> After you create one or more matching rules, you can invoke the MatchingRuleProcessor API and run the rules.</li><li class="link ulchildlink"><strong><a href="../../../product/customer-service-management/task/t_ReverseMatching.html">Reverse matching</a></strong><br /> Reverse matching uses the same matching rules to match tasks to a resource rather than resources to a task.</li></ul> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/customer-service-management/concept/administer-customer-service.html" title="Use a number of features and tools to administer the Customer Service Management application.">Administer Customer Service Management</a></div> </div> <div class="linklist relinfo"><strong>Related topics</strong><br /> <ul class="linklist"><li class="linklist"><a class="link" href="../administer/task-table/concept/c_AssignmentRulesModule.dita/c_AssignmentRulesModule.html" target="_blank" rel="noopener noreferrer">Assignment rules module</a></li></ul></div> </div> </body></html></div>