Final answer:
Case assignment in a customer service management system is primarily determined by Matching Rules, which align incoming cases with suitable agents based on predefined criteria.
Step-by-step explanation:
The conditions a Case must meet before it can be assigned to an agent in the base instance are determined by Matching Rules. Matching rules are a set of criteria used by customer service management systems to align incoming cases with the right agents based on factors like expertise, availability, or case topic. These rules ensure that the workload is distributed evenly among agents and that each case is handled by someone capable of resolving it efficiently.
Apart from matching rules, other methods such as Escalation Rules can also affect case assignment. Escalation rules are used to forward a case to different support levels if it has not been resolved within a certain timeframe. Access Control Lists (ACLs) define permissions regarding who can view or edit a case but do not directly affect case assignment. Client rules, moreover, are not a standard term related to case assignment in most customer service management systems.