Answer: B. Define Assignment Rules
Explanation: "How to assign work items – Define the assignment rules that determine the work items pushed to agents"
source: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
From the doc it say this: Assignment rule
Criteria that determines how work items are pushed to the appropriate agent within a qualified assignment group.
Should be B. Define Assignment Rules
quote:
"How to assign work items – Define the assignment rules that determine the work items pushed to agents" (b)
While c. is where to route "Where to route – Define the work item queues and the routing rules, execution order, work item sort order, and strategy"
Source: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
If we go by wording, it's C
.. official docs..
Use the ServiceNow® Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
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