ServiceNow Exam CIS-CSM Topic 6 Question 53 Discussion

Actual exam question for ServiceNow's CIS-CSM exam

Question #: 53
Topic #: 6

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

AExperience

BSkills

CAvailability

DShifts

ECapacity

FProducts

Show Suggested Answer

Suggested Answer: A, D

by Xuan at Jul 06, 2023, 08:00 PM

Limited Time Offer

25%

Off

Get Premium CIS-CSM Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Sarah

6 days ago

Hmm, I think I've got this one. The AWA system uses Experience, Skills, Availability, and Capacity to assign work items. Shifts and Products don't seem relevant to me.

upvoted 0 times

...

Sherly

7 days ago

I'm not sure about D and F, they don't seem relevant for routing work assignments.

upvoted 0 times

...

Emilio

8 days ago

I agree with Henriette, those options make sense for routing work items.

upvoted 0 times

...

Henriette

9 days ago

I think the answer options are A, B, C, and E.

upvoted 0 times

...

Reita

11 days ago

Well, this is a tricky one. I'm pretty sure A, B, C, and E are the correct answers, but I'm not too sure about D and F.

upvoted 0 times

...

Arlie

11 days ago

I believe the rationale behind these rules is to ensure work items are assigned to the most suitable agents efficiently.

upvoted 0 times

...

Marion

18 days ago

I agree with My. Capacity and products are not part of the rules for AWA.

upvoted 0 times

...

My

26 days ago

I think the rules are based on experience, skills, availability, and shifts.

upvoted 0 times

...