ServiceNow Exam CIS-CSM Topic 4 Question 64 Discussion

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

Question #: 64
Topic #: 4

[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 Detra at Mar 09, 2024, 03:14 AM

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Leota

3 months ago

True, but ultimately, setting the agent experience determines how agents interact with the work in their inbox.

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Rebbecca

3 months ago

I think configuring service channels is important too, as it determines what type of work gets assigned.

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Georgeanna

3 months ago

That's a good point, defining work item queues is crucial for proper routing.

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Rueben

3 months ago

But don't we also need to define work item queues to route the work effectively?

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Rima

3 months ago

I agree, setting the assignment rules ensures work goes to the right agent.

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Cherry

3 months ago

I think the key step is defining assignment rules.

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Mitsue

4 months ago

So, it seems like a combination of setting agent experience, defining assignment rules, defining work item queues, and configuring service channels all play a role in ensuring work is allocated to the appropriate agent.

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Dominga

4 months ago

I think configuring service channels is important too. Making sure the right type of work gets routed to the right agents is crucial for efficiency.

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Ashley

4 months ago

That's true, Tammara. Defining the queues can help route work to the appropriate department or team.

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Tammara

4 months ago

But what about defining the work item queues? Wouldn't that also play a role in allocating work effectively?

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Mitsue

4 months ago

I agree with Ashley, defining what agents see in their inbox can help ensure they receive the right work.

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Ashley

5 months ago

I think setting the Agent Experience is key for allocating work to the right agent.

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