ServiceNow Certified Implementation Specialist – Customer Service Management — Question 216

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

Answer options

• A. Experience
• B. Skills
• C. Products
• D. Schedule
• E. Workload

Correct answer: B, D, E

Explanation

The correct options are Skills, Schedule, and Workload because these criteria ensure that tasks are assigned to the most qualified agents based on their abilities, availability, and current task load. Experience and Products are not primary factors in the AWA routing process, making them incorrect choices.