CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ70

VerifiedCustomer Service Management System Setup and Configuration

Advanced Work Assignment (AWA) directs work to qualified agents by using work item queues, routing conditions, and assignment criteria that you define. Which step ensures that work is assigned to the appropriate agent?

Explanation

Assignment rules define the conditions and selection criteria used by the work-assignment engine to match a work item with an appropriate agent. Queues determine where work is routed, whereas assignment rules determine how it is assigned to an agent.

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