Which of the following is a condition that matching rules are based on?

• A. Agent resources best suited to work on a case
• B. Specific routing rules
• C. Filters set up in advanced work assignment
• D. Specific case attributes

Answer: (D)

Matching rules decide who should handle a case by evaluating the case’s characteristics. The conditions they use are specific case attributes—things like product, issue type, language, customer tier, or channel. As the case comes in, these attributes are the criteria the matching engine compares to determine the best-suited agent or queue with the right skills and capacity.

Other elements like agent resources, general routing rules, or filters in advanced work assignment influence the broader routing and workload management, but the trigger for a match is the case’s own attributes.