Configure assignment workbench

---
title: Configure assignment workbench
description: The assignment workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-assignment-workbench.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure assignment workbench

The assignment workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.

## Before you begin

Role required: csm\_guided\_setup\_user or admin

## About this task

There are three types of matching criteria available for selection:

-   Simple match
-   Aggregate
-   Scripted

After creating matching criteria, create a configuration for the assignment workbench by creating a matching rule of the type **Selection criteria** and selecting the desired matching criteria.

If necessary, set the assignment workbench properties.

## Procedure

1.  Navigate to **All** > **Customer Service** > **Administration** > **Guided Setup**.

2.  On the Getting Started page of the guided setup, click **Get Started**.

3.  In the Case Management category, view the list of tasks to configure the feature.

    |Task|Description|
    |----|-----------|
    |Create assignment workbench matching criteria|The assignment workbench uses configurable matching criteria, such as skills and availability, to evaluate agents in a selected group and provide an overall ranking. To create matching criteria, select the type and then use the fields related to that type to build the query.|
    |Create an assignment workbench configuration|After creating matching criteria, create a configuration for the assignment workbench by creating a matching rule of the type **Selection criteria** and selecting the desired matching criteria.|
    |Configure assignment workbench properties|Configure the properties related to the assignment workbench display.|

4.  To perform a task, click **Configure**.

    This button opens the page in your instance where the configuration is completed.


**Related topics**  


[Assignment workbench overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-assignment-workbench.md)

[Matching criteria for case assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-assignment-matching-criteria.md)

[Matching rules for case assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-assignment-matching-rules.md)