ServiceNow Certified Implementation Specialist – Customer Service Management — Question 181

Advanced Work Assignment (AWA) automatically routes and assigns work items to agents based on which of the following rules? (Choose four.)

Answer options

• A. Experience
• B. Skills
• C. Availability
• D. Shifts
• E. Capacity
• F. Products

Correct answer: B, C, D, E

Explanation

The correct options—Skills, Availability, Shifts, and Capacity—are essential factors that AWA considers for effective work item distribution. Experience and Products, while important in other contexts, are not direct criteria for AWA's routing mechanism.