CIS-CSM: Certified Implementation Specialist - Customer Service Management

By ServiceNow · Question Mode

QuestionQ83

VerifiedCustomer Service Management System Setup and Configuration

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents according to which of the following rules?

Choose three
Explanation

ServiceNow AWA assigns work to qualified agents according to their skills, availability, and capacity. In these choices, schedule represents availability and workload represents capacity.

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