ServiceNow Certified Implementation Specialist – Customer Service Management — Question 119

Which step in Advanced Work Assignment (AWA) would ensure the work was allocated to the appropriate agent?

Answer options

• A. Set the Agent Experience
• B. Define Assignment Rules
• C. Define Work Item Queues
• D. Configure Service Channels

Correct answer: B

Explanation

The correct answer is B, as defining assignment rules directly determines how work is distributed among agents based on specific criteria. The other options pertain to different configurations that do not directly impact the allocation of work to agents.