Which attribute is explicitly used by matching rules to determine assignment?

Which attribute is explicitly used by matching rules to determine assignment?

• A. Agent domain
• B. Specific case attributes
• C. Chat availability
• D. Account type

Answer: (B)

Matching rules decide where to route or assign work by looking at values on the case record itself. The attribute they use is the specific case attributes—the fields on the case such as product, category, language, priority, or other custom fields you configure as routing criteria. These are the explicit inputs the rules evaluate to determine the assignment. Agent domain relates to who has the capability, chat availability concerns whether an agent is currently online, and account type is about the customer’s account, not the case fields the routing rules evaluate. So the key factor that matching rules base their decision on is the specific case attributes.

Matching rules decide where to route or assign work by looking at values on the case record itself. The attribute they use is the specific case attributes—the fields on the case such as product, category, language, priority, or other custom fields you configure as routing criteria. These are the explicit inputs the rules evaluate to determine the assignment. Agent domain relates to who has the capability, chat availability concerns whether an agent is currently online, and account type is about the customer’s account, not the case fields the routing rules evaluate. So the key factor that matching rules base their decision on is the specific case attributes.