Task Assignment

• Add Users to Groups
• Apply roles to groups
• Assing Tasks to Groups
• Assign Tasks to Users
• Note: Group names are unique in ServiceNow

Assignment rules

Assignment rules can automatically set a value in the assigned_to and assignment_group fields of a task record

Conditions defined in the assignment rule determine when the rule will tribgger and what values it will set

Create an assignment rule by navigating to the System Policy > Rules > Assignment

Assignment data lookup rules can be created by navifating to the System Policy > Rules > Assignment Lookup Rules Module

Agent Intelligence

Agent intelligence uses machine-learning algorithms to set field values during record creation

Improve efficiency and quality, and reduce cost by:

• Reducing task resolution times
• Reducing the number of interactions required to resolve tasks
• Reduce the error rates of categorizing and assigning work