Explanation: Queues can be defined based on need or type, for example, product or critical cases. You also identify the agent groups responsible for work in the queue. AWA then applies assignment rules that you set and use agent availability, capacity, skills (if defined), and shifts (if defined) to assign work to the most qualified agent.
Source: https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
Answer:
B. Skills
C. Availability
D. Shifts* (¯\_(ツ)_/¯)
E. Capacity
Expanation: "Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define." note, shifts are not mentioned on that documentation
Source: https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
BCDE is Correct.
https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/administer/advanced-work-assignment/concept/awa-overview.html
upvoted 2 times
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