CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ197

VerifiedCustomer Service Management System Setup and Configuration

Advanced Work Assignment routes work to agents according to their availability, capacity, and skills. Agent Affinity improves the Advanced Work Assignment process by adding further agent details organized by affinity type. Which of the following are these affinity types?

Choose three
Explanation

Agent Affinity supports Historical affinity, which uses an agent’s history with the same customer; Related task affinity, which uses prior assignments of related tasks; and Account team affinity, which uses the agent’s account-team role or responsibility. Skill seniority and product expertise are not Agent Affinity types.

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