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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