Routing/Assignment

Question 1

What is the name of the ootb matching rule for Assignment Workbench, and what Select Criterion does it match by? (3)

Answer 1

‘Recommendation for Case Assignment’

Select Criteria:
- Availability Today
- Matching Skills
- Assigned Cases

Question 2

What the are four types of ‘Matching’ options are available for selection for a Matching Rule? (4)

Answer 2

• Advanced
• Simple
• Scripted
• Selection Criteria

Question 3

How can Cases be auto-assigned? (2)

Answer 3

• Assignment Rules
• Advanced Work Assignment

Question 4

How does Advanced Work Assignment work?

Answer 4

Automatically pushing work items such as cases via
1. Work item queues
2. Routing conditions
3. Assignment criteria (Matching Rules of type ‘Selection Criteria’)

Question 5

Which routing and assignment features leverage matching rules?

(question came up in exam)

Answer 5

• Assignment Rules (optional)
• Assignment Workbench (mandatory)

Question 6

What are the default Select Criteria available for Matching Rules of matching type ‘Selection Criteria’? (4)

Answer 6

• Availability Today
• Assigned Cases
• Matching Skills
• Matching Skills - Mandatory Skills Support

Question 7

Where is the configuration for the Assignment Workbench stored?

Answer 7

In a Matching rule that is based on the Selection criteria matching type

Question 8

What are the different Agent Affinity types?

Answer 8

Historical
- identifies the best agent based on the agent’s history of serving the same customer

Related task
- identifies the best agent based on the agent’s past assignments of related tasks.

Account team
- identifies the best agent based on the agent’s responsibility or role in the account team.

Question 9

What is Agent Affinity?

Answer 9

An Advanced Work Assignment feature that lets you assign work items by an agent’s work history, related task, or account team affinitytrending-case-topics