Which set of rules determines the actual assignment of a case in ServiceNow?

The assignment of a case in ServiceNow is governed by Assignment Rules, which are specifically designed to define how cases and tasks are allocated to users or groups within the system. These rules assess conditions such as workload, skills, and availability, ensuring that cases are distributed efficiently and effectively based on predefined criteria.

Assignment Rules are critical because they automatically match cases to the most suitable resources, which improves response times and enhances service delivery. They help ensure that the right personnel handle specific tasks, leading to better management of workload and resource utilization.

While other options, such as Escalation Rules, User Criteria, and Approval Rules, serve important functions within the ServiceNow framework, they do not directly dictate the assignment of cases. Escalation Rules are focused on raising the priority of cases based on time or condition, User Criteria involves determining eligibility for access or rights based on user roles, and Approval Rules manage the workflow of obtaining approvals for actions but do not dictate how cases are assigned. Thus, Assignment Rules are the clear mechanism for determining case assignments in the ServiceNow environment.