ServiceNow Certified Implementation Specialist – Customer Service Management — Question 40

Advance Work Assignment assigns work to agents based on their availability, capacity, and skills. Agent Affinity enhances the Advanced Work Assignment process by adding additional agent details organized by affinity type. Which of these are these affinity types? (Choose three.)

Answer options

• A. Skill seniority
• B. Account team responsibility
• C. Historical
• D. Related task
• E. Product expertise

Correct answer: B, C, D

Explanation

The correct answers, B, C, and D, represent the types of affinities that enhance the work assignment process. Option A, 'Skill seniority', and option E, 'Product expertise', do not fall under the specified affinity types, which focus on team responsibility, historical performance, and related tasks.