ServiceNow Exam CIS-CSM Topic 1 Question 60 Discussion

Actual exam question for ServiceNow's Certified Implementation Specialist - Customer Service Management exam

Question #: 60
Topic #: 1

[All Certified Implementation Specialist - Customer Service Management Questions]

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

ASet the Agent Experience (What agents see in their Workspace inbox)

BDefine Assignment Rules (How to assign work items)

CDefine Work Item Queues (Where to route)

DConfigure Service Channels (What to route)

Show Suggested Answer

Suggested Answer: C

by Lizette at Dec 13, 2023, 06:52 AM

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