---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Matching rules for case assignment

# Matching rules for case assignment {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Use a matching rule to create a configuration for the assignment workbench.

The assignment workbench configuration is stored in a matching rule that is based on the
Selection criteria matching type.  
The default configuration uses the Recommendation for Case Assignment matching rule, which uses three of the four default matching criteria:

* Availability Today
* Matching Skills
* Assigned Cases

{#case-assignment-matching-rules__ul_vb1_pzl_sx}  
Nota:  
If using the mandatory skills feature, use the Matching Skills - Mandatory Skills Support criterion to match agents with the [mandatory skills](https://servicenow-prod.fluidtopics.net/oKQEqdiDPfTvFaG_JXlsyw "Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.") identified for a case.

You can customize this matching rule to meet your specific need for calculating agent
recommendations. This matching rule can also be used for auto assignment if you create an
assignment rule.