ServiceNow Certified Implementation Specialist – Customer Service Management — Question 28

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?

Answer options

• A. Set the Agent Experience (What agents see in their Workspace inbox)
• B. Define Assignment Rules (How to assign work items)
• C. Define Work Item Queues (Where to route)
• D. Configure Service Channels (What to route)

Correct answer: B

Explanation

The correct answer, B, is essential because defining assignment rules directly dictates how work items are allocated to agents based on specific criteria. The other options focus on different aspects of the AWA process, such as configuring the user interface for agents (A), establishing where work items are directed (C), or determining the types of work to be routed (D), but they do not specifically address the allocation of work to agents.