CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ48

VerifiedEngagement Methodology and Project Planning

Which step in Advanced Work Assignment (AWA) ensures that work is assigned to the appropriate agent?

Explanation

Assignment rules define the conditions used to select eligible agents for a work item and can order the matching agents for assignment. They are the configuration that matches work-item requirements to the most suitable available agent.

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