ServiceNow Certified Implementation Specialist – Customer Service Management — Question 43

In Advanced Work Assignment, what does the overflow assignment capability do, if defined?

Answer options

• A. When one support group reaches capacity the work item is automatically routed to another group
• B. Uses matching and assignment rules to send work items to the agent with the highest availability
• C. Routes cases to different groups based on their skill set and availability
• D. Uses matching and assignment rules to send work items to the agent with the most capacity

Correct answer: A

Explanation

The correct answer is A because the overflow assignment capability ensures that when one support group is overwhelmed, work items are seamlessly redirected to another group. The other options focus on different criteria for routing work items, such as availability or skill set, which do not specifically address the overflow scenario.