ServiceNow Certified Implementation Specialist – Customer Service Management — Question 257

After an assignment group is chosen, which mandatory step in Advanced Work Assignment (AWA) ensures the work is allocated to the appropriate agent?

Answer options

• A. Configure Work Item Queues
• B. Set the Agent Experience
• C. Set up Skills for Agents
• D. Define Assignment Rules

Correct answer: D

Explanation

Defining Assignment Rules is crucial as it determines how tasks are assigned to agents based on various criteria. The other options, while important, do not specifically dictate the allocation of work to agents, which is the primary function of assignment rules.