CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ4

VerifiedEngagement Methodology and Project Planning

Once an assignment group has been selected, which required Advanced Work Assignment (AWA) step ensures that work is assigned to the appropriate agent?

Explanation

AWA assignment rules define the criteria for pushing a work item from a qualified assignment group to the appropriate individual agent. The criteria can account for factors such as agent availability, capacity, and required skills; work item queues instead determine routing conditions and destinations.

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