Certified Implementation Specialist – Customer Service Management (CIS-CSM) Practice Test

Matching rules rely on the specific attributes of a case to decide if they apply. These case attributes—such as product, customer segment, region, issue type, and priority—are the inputs the rule checks against its criteria. When a case’s attributes satisfy the rule’s conditions, the rule matches and its actions (like routing to a queue or assigning to an agent) are executed. Elements like the agent domain, the assignment, or switching describe what happens after a match or who can handle the case, not the condition that determines a match. So, the condition for a rule to match is indeed the specific case attributes.