Configure case routing and assignment

task australia Updated Sep 10, 2026 1 min read configure-case-routing-assignment.md

The case routing feature uses matching rules and assignment rules to identify cases that meet certain conditions and then route those cases to customer service agents.

Before you begin

Role required: csm_guided_setup_user or admin

About this task

Matching rules are based on two defined sets of conditions: one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.

Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met. Create an assignment rule for a matching rule using the Create assignment rule related link on the Matching Rule form.

Procedure

Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, click Get Started.

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

Task	Description
Create matching rules for case routing	Matching rules are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.
Create assignment rules for case routing	Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met.

To perform a task, click Configure.

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

50 lines · 2.4 KB Wrap lines

---
title: Configure case routing and assignment
description: The case routing feature uses matching rules and assignment rules to identify cases that meet certain conditions and then route those cases to customer service agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-case-routing-assignment.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Route and assign cases, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure case routing and assignment

The case routing feature uses matching rules and assignment rules to identify cases that meet certain conditions and then route those cases to customer service agents.

## Before you begin

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

## About this task

Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met. Create an assignment rule for a matching rule using the **Create assignment rule** related link on the Matching Rule form.

## Procedure

1. Navigate to **All** &gt; **Customer Service** &gt; **Administration** &gt; **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 matching rules for case routing|Matching rules are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.|
|Create assignment rules for case routing|Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met.|

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

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

**Related topics**

[Routing and assigning customer service cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CaseRouting.md)